Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Connecting every interaction across every channel
Daniel Burian CX Sales Consulting Manager CEE+CAT
Oracle Confidential – Internal/Restricted/Highly Restricted
Cloud Excellence for Customer Experience
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 3
social
mobile
y-gen
self discovery
buying
learning
targets
choice
value
expectation
information
Your Customer has
CHANGED
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
How Customer Advocacy Has Affected Us
94%
Oracle Confidential – Internal/Restricted/Highly Restricted 4
CUSTOMERS TAKE CONTROL
of consumers will pay more for a better customer experience
1% of consumers feel their expectations for a good experience are met
89% of consumers switched to a competitor after a poor experience Mass media Internet/1:1 Social/Mobile
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Still, doing this well results in revenue upside
$1.6 billion wireless service provider
Oracle Confidential – Internal/Restricted/Highly Restricted 5
$1.4 billion airline
$729 million hotel chain
$ 825 million credit card provider
Source: Forrester, “The Business Impact Of Customer Experience” (March 2014)
Growth (indexed)
Years 5 10 15 20 25
100
200
300
400
500
Loyalty Leader
Average
How is Net Promoter Score℠ related to growth?
Source: Bain & Company: How is Net Promoter Score℠ related to growth?
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Impact
Oracle Confidential – Internal/Restricted/Highly Restricted 6
Survey of Executives Shows Substantial Risks
20% potential revenue loss for not offering positive, consistent customer experience
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 7
Oracle Customer Experience Connecting Every Interaction Your Customer Has With Your Brand
CUSTOMER BRAND
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Customer Experience Journey Mapping
Oracle Confidential – Internal/Restricted/Highly Restricted 8
Oracle provides methodology you can explore (designingcx.com)
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Globalizations and Statutory Localizations
Oracle Confidential – Internal/Restricted/Highly Restricted 9
Oracle CX Complete Customer Experience Platform
Oracle Marketing
Cloud
Integrated Customer Experience Foundation
Integrated Customer Experience Foundation
Social Network Mobile Integrations
Globalizations and Statutory Localizations
Oracle Sales Cloud
Oracle CPQ
Cloud
Oracle Commerce
Oracle Service Cloud
Oracle Social Cloud
Analytic KPIs & Dashboards
Predictive Analytics
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 10
Complete Modern Marketing, Selling, Commerce, Service, Social apps that empower the customer
Tailored for Industries
Best Practices for Competitive Advantage and lower TCO
Insightful and Extensible
1
3
2
4
Drive greater business value deliver pre-built business
processes across silos Modern
Empowered Customer
Cross-Channel
Extend solution, use Dynamic CX profile and Integrate to the Enterprise
Oracle Customer Experience Enabled in the Cloud
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Social • Social Insights • Personalized Interaction • Social Service • Revenue Growth
Oracle Confidential – Internal/Restricted/Highly Restricted 11
1. Complete Broadest solution capabilities to support your customers’ journey
Service • Customer Engagement • Agent Empowerment • Agile Customer Service
Commerce • Dynamic experience • Scalable • Business Friendly
Sales • Easy and Adaptable Selling • Customer Insight • Mobility and Productive Selling • Collaborative Selling • Pipeline Building
Marketing • Social Marketing • Modern Marketing Content • B2B and B2C Lead Generation • Customer/Prospect Profile
Sales Service
Marketing Social
CPQ Commerce
CPQ • Sell more with effective cross-sell
/upsell. • Sell faster • Sell profitably
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 12
Results Being Realized by World-Class Companies
175%
50%
30%
Increase in revenue attributed to marketing
customer response rates to campaign
New customer growth
Head of Marketing
Head of Sales
Head of Sales Ops
Head of Commerce
Head of Service
Head of Social
20% Growth in year-to-
year revenue
95% Reduction in time to
create reports
50% Gain in product
penetration
$5.5M in contribution
margin
30%
increase in ASP
8 minutes from prospect discussion to
signature via iPad
56% increase in online
sales
10-60% increase in avg.
order value
5-10X Faster time to
market
$350K-$5M Annual Savings
45% Jump in new
orders
40% Drop in tech
support inquiries
$M Saved by preventing
PR crisis
20X social follower
growth, 5x social engagement growth
2X Faster customer
acquisition
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
One Experience
2. Cross Channel
Oracle Confidential – Internal/Restricted/Highly Restricted 13
We integrate the cross-channel journey that your customers experience
Sales Service
Marketing Social
CPQ Commerce
Powerful Integration to create Customer Intimacy
Example integrations Marketing/Sales Cloud Services/Social Cloud Commerce/Social Cloud Social/Marketing Cloud
Unique value of CX integrations Higher sales revenue Greater customer retention/loyalty Reduced time to market and results Lower cost and improved value of using unified suite
Delivered and planned Integrations Over 37 cross-channel integrations developed 11+ cross-channel integrations planned for FY15 Integrations to 120+ Application Marketplace partners
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 14
Leverage CX platform for Competitive Advantage
Dynamic CX profile Preconfigured CX profile covers:
Ability to extend or build your own
Ability to Extend CX applications and Build Your Own Compose UI and data structures in Fusion; extend with
Oracle or other PaaS providers. Leverage Groovy and Java for custom applications
Ease of Leveraging Investments made in Enterprise Integrate on-premise with cloud applications to efficiently
automate key business processes Powerful Business Intelligence across Customer Journey Analytics included with CX applications or consolidate with
Oracle Analytics Cloud (coming soon)
3. Insightful and Extensible Know your Customers; Integrate and Extend your CX platform
• Customers • Accounts • Contacts
• Sales • Locations • Preferences
• Leads • Orders • Partners
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 15
4. Tailored for Industries Reference Architectures /Blueprints to Accelerate Adoption & Time to Value
Pre-built with best practices for your business needs
Enhanced View of Industry Solution
• Enhanced ability to see how Oracle products address your industry-specific Customer Experience initiatives
Blueprint for Each Industry
• Best practices for configuration/integration of Oracle CX products with other products (Oracle and non-Oracle)
Accelerated Customer Deployment
• Superior ability for Consulting partners to speed deployment through: – Reference configurations – Integrations – Industry best practices
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
89 Billion emails per year
1 Billion Orchestrated experiences
1.5 Petabytes of data stored
16 Oracle Confidential – Restricted
World-Class Brands Delivering Individual Experiences at Scale
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
The Oracle Marketing Cloud
• Data Management Platform
• Cross-Channel Marketing
• Social Marketing
• Content Marketing
• Oracle Marketing App-Cloud and
Data Partners
• Oracle Marketing Cloud Analytics
WEB MOBILE SOCIAL EMAIL COMMERCE SALES DISPLAY
Unify Data
Engage Audiences
Analyze Performance
Marketing Simplicity. Customer Centricity. Enterprise Ready.
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Modern Selling Imperatives Core Strategies to Improve Effectiveness With New Buyer
Knowledge is the only ticket to early buyer engagement
Sales must master modern selling techniques
New productivity paradigm: Everything is Mobile
Managers need to bring science to the art of selling
1
2
3
4
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Sell More, Know More, Grow More
Modern Sales in the Cloud
Fast & Easy Easy to deploy, easy to
use, easy to adapt
Mobile & Productive
Complete mobility drives sales results
Insight Driven
Pipeline Building
Modern selling tools to drive demand across all channels
Collaborative
Integrated communication, coaching and team selling drive productivity
Powerful analytics optimize sales performance 1
2
4
3
5
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 20
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Mobile & Productive with Oracle Sales Cloud
Sell anywhere, anytime, any device
• More selling time with fully mobile solution
• Improve deal velocity and margin through integrated pricing, quoting and contracts
• Enhanced productivity through deep integration with modern mobile apps
• Update pipeline, forecasts, and key accounts
• Manage your business on the go
"We are seeing 50% improvement in our product penetration.”
Complete Mobility drives Sales Results
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Collaborative – Oracle Social Network
Grow More Rainmakers in your Org
• Intelligent coaching built into the sales process
• Faster and effective execution through social collaboration
• Complex and complete account management
Integrated Communication, Coaching and Team Selling drive Productivity
“Oracle Social Network is tightly integrated with Oracle’s cloud applications, including Oracle Sales, Human Capital Management, and ERP cloud services.”
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
What Is the Real Sales Rep Nightmare? Processing of Customer Quote
Pricing and Quoting Ensure consistent application of pricing and discounting rules, and automatically generate customer-friendly quotes in multiple formats
Workflow Approvals Route orders for review & approval, ensure 100% accuracy and eliminate approval bottlenecks with automated workflow
Proposal Generator Create, customize and brand proposals for sales reps, channel partners or sales channels, and customers
Channel Management Standardize and enhance the sales process for channel partners, VARs and distributors
Product Configurator Ensure 100% accurate quotes and orders and eliminate data entry errors
Contract Execution Automate contracts, route contracts for approvals and signatures, store contracts with accounts or opportunities and analyze trends
Order Execution Eliminate manual and repeated data entry into multiple systems
Guided Selling Guide users to the optimal products and options based on customer needs with guided selling functionality
Reporting Improve quote management, forecasting, and product management with better information and insights
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
PRESENT & PURPOSE
ORDER & FULFILL
REPORT & ANALYZE
PRICE & QUOTE
SELECT & CONFIGURE
+ - X =
Mission critical sales process Oracle CPQ Cloud
24
Dir
ect
Sal
es
Channel Partners
Customers
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 25
Oracle CPQ Cloud Customers
HARDWARE TELECOM SOFTWARE INDUSTRIAL
CONSUMER SERVICES MEDIA MED | LIFE SCIENCE FINANCIAL
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Proven Enterprise Results
117% growth in revenue
400% increase in sales with only a 50% increase in support
3% increase in market share – year 1
75% reduction in quote cycle time
0% error rate (down from 70%)
3% improvement in net margin rate – year 1
40% reduction in sales and customer service teams
$5.5MM in contribution margin
Weeks into Days (decreased quote-to-cash time)
10x increase in quotes per month
Days into seconds (time to produce large proposals)
>65% reduction in labor time per quote
93% reduction in order processing time
8 minutes from prospect conversation to signature via iPad
20% faster decision making on approvals
26
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 27
Oracle Service Cloud
Cross-Channel CRM
Engage Customers
Make it easy for customers to engage with your brand
1 2
Empower Employees
Make it easy to serve customers
3
Adapt Quickly Easily adapt to the changing needs of your business
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Multi-Channel & Cross-Channel
28
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Modern Customer Service Delivers Results Why Invest Now?
20% more volume with same agents
Engage Customers Empower Employees Adapt Quickly
1,000s of suppliers connected efficiently
45% jump in new orders, 15% rise in existing sales
30% chat conversions, 20% rise in order size
Chat with 360o view increases NPS
40% drop in inquiries with web, social support
21% conversions with chat 225% jump in self-service
launched x-channel
2 days to hrs for email resp.
High levels of support without expanding staff despite 10x
increase in business
Eliminate unnecessary technology to cut costs and increase funds spent on
helping children
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Oracle Social Cloud - Social Engagement and Monitoring
• Understand what is important to your customers
• Engage with your customers across channels
• Auto-categorize signals and take action for appropriate business functions
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Oracle Social Cloud - Social Marketing
• Establish, build and grow brands via Social Media
• Increase customer relevance across paid, owned and earned media
• Integrate social seamlessly to your traditional marketing channels
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Oracle Social Cloud Customers
Global Customers; Diverse Markets: o CPG o Media o QSR/Restaurant o Technology o Financial o Resort/Hotel o Beverage o Retail
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 33
Oracle’s Cloud Leadership
21,500,000+ End Cloud Users
13 Global Data Centers
Cloud Customers In
34 Languages
Cloud Customers in
180+ Countries
10,000+ Cloud Enterprise Customers
2,100+ Cloud CX Customers
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 34
Complete Modern Marketing, Selling, Commerce, Service, Social apps that empower the customer
Tailored for Industries
Best Practices for Competitive Advantage and lower TCO
Insightful and Extensible
1
3
2
4
Drive greater business value deliver pre-built business
processes across silos Modern
Empowered Customer
Cross-Channel
Extend solution, use Dynamic CX profile and Integrate to the Enterprise
Oracle Customer Experience Enabled in the Cloud