Customer Centric Approach

1. Customer Centricity approach to maximize sales effectiveness Sandro Mora (4Cust Reply)

2. Customers are finding more options and ways to evaluate companies. Today, more than in the past, companies are competing for customers. Customer satisfaction is a must for company's success. In this scenario organization have to listen, know, understand and support customers in order to favour brandness . Oracle CRM On Demand solution supports customer centricity approach providing powerful and flexible tools to empower customer relationship allowing a Customer Experience aligned with new Customers expectation . Intro

3. Agenda Customer e volution Market evolution Customer Centric approach on Premises vs. on Demand Oracle CRM on Demand evolution CRM on Demand verticalizations CRM On Demand as a customer centric service Business case: TBS Group

4. Consumer map investment in the purchasing process Traditional channels Lazybones No technology No culture Traditional Industrious Sense of duty Modern Open to new Technological Dynamic Social Internet & Tech Insecure Standard channels Loyal

5. Customer evolution 58% is the internet penetration in Europe . Population ( 2010 Est. ) Internet Users , Penetration User Growth ( 2000-2010 ) Total World 6,845,609,960 1,966,514,816 28.7 % 444.8 % Europe 813,319,511 475,069,448 58.4 % 352.0 % Italy 58,090,681 30,026,400 51.7 % 127.5 %

6. Consumer habits Product approach tendences : Female : internet sites & blogs . Male : Price comparison & shopping tools . Il 62% of the users uses internet to get information about products they are interested in.

7. Consumer habits But also on social network brands reaches customer and vice-versa. Facebook is not only popoular . It ’s the social network where you surf the most .

8. Social network & brands Facebook : the top ten brand pages is all included in the top 130 overall pages . Nodes of Facebook net: people and interest groups . Brands have a quite heavy presence on Facebook .

9. Social network & brands Twitter tag search . #vodafone….

10. B2B search engines : Business.com BusinessWeek Jayde Zibb GlobalSpec Linkedin Business customer habits Also Business customer starts from generic search engines , but uses in addition specific B2B search engines and specific industry sites . These tools together lead to a complete knowledge of the market.

11. Market evolution Consumer Business Better knowledge Contacting semplified React to Competition Building customer loyalty, brandness Enhancing partnership

12. Customer Centric Approach Direct B2C communication . Customer driven content . Contents download for estimators . Information gathering : consumer profiling . Why is Coca-Cola so popoular on Facebook ? Page is open to the estimators .

13. Collecting information. Value to information: Pro-active solutions Pro-active marketing Salesforce tools the right information at the right time Customer-driven processes Adaptation to customer needs instead of the old "engage-present-close” Maximize one-to-one relatioships . Enhance B2B & B2C collaboration Value to Customer Experience Customer Centric Approach It ’s all about relatioship and information sharing

14. Oracle CRM On Demand What is Oracle CRM On Demand ? How does it help supporting Customer Centricity ? SaaS C ustomer R elationship M anagement system Comprehensive sales, marketing, and service solutions out of the box : marketing sales salesforce support customer sevice …

15. On Premises vs. On Demand VS .

16. Investimento Elapsed to reach Go Live: On Demand ≈ 1/9 On Premises On Premises vs. On Demand - costs Time ROI Time Go Live ~ 12 Months Risk Go Live ~ 6 Weeks Value to Customer Source: Gartner, Customer Surveys Risk On Premise ROI 6 month Breakeven On Demand 27 month Breakeven Subscription Hardware Architectural design Software System Building Maintenance Upgrade On Premises X X X X X X On Demand X X

17. On Premises vs. On Demand – project approach Initial Requirements are less vinculating Customer can experiment without huge risk . Customer can easily enhance its CRM application Customer can easily built their own CRM-IT office. Project flexibility enables customer centricity

18. On Demand vs. On Premises– project approach On Demand - Project steps pipeline Feasibility analysis Functional analysis Technical analysis System Building Requirements definition Acceptance test On Demand project approach allows a less strict project approach : It ’s possible to frequently review the application growth with the user in order to better goal his expectation .

19. Oracle CRM On Demand Evolution

20. Oracle CRM On Demand Features Salesforce support all the customer hisory accessible in a view . Customer issues Previous interactions Partners Important documents & presetations Competitors Active contracts Expiring contracts Aware & pro-active customer communication

21. Oracle CRM On Demand Features Marketing “leveraging best-in-class end-to-end marketing automation solutions” Automated Lead Assignement Lead qualification tools Campaign management marketing effectiveness

22. Oracle CRM On Demand Features Business Intelligence Oracle CRM On Demand includes a complete BI suite: Analytics . Completely integrated within the application .

23. Oracle CRM On Demand Features Reporting access : from management to salesforce

24. Oracle CRM On Demand Features Integration Built-in web services accessible from all over the world. Integration queues Mash-up Dynamic web links Web portal Contact update std . Web service Asset insert std . Web service Oracle CRM OD

25. Oracle CRM On Demand Features PRM Partner Relationship Management Control over indirect sales channels Maximize collaboration with partners on leads Opportunity & funds requests Collaboration on Service Requests

26. Oracle CRM On Demand itself is an example of customer centric approcach . Oracle CRM On Demand : customer centric service Interested companies can easily get themselves an account for free, and begin developing . Every user can get support from My Oracle Support User can express “ enhancment request ” according to their needs . Technological partner can easily build demos

27. TBS Group is one of the leading European companies providing services for the public and private health sector. Case study : TBS Group Clinical Engineering Provision of outsourced and integrated managing and maintenance services for all systems and technologies in the health field e-Health with medical IT, telecare and telemedicine services. Operates in 12 countries: Austria, Belgium, France, Germany, England, India, Italy, the Netherlands, Portugal, Saudi Arabia, Serbia and Spain.

28. Case study : TBS Group BEFORE no centralized customer database, no formalized opportunity management. Lead to customer conversion was not tracked . Customer database Excel based .

29. Effort < 40 ggu Case study : TBS Group Oracle CRM On Demand platform supports sales and sales force. Detailed call for tenders management Back & Front office interaction Mobile access Basic BI reporting Control over competitor expiring contract Multilanguage Pre-recorded Leads

30. TBS – Oracle CRM On Demand Entity Relationship Diagram Case study : TBS Group User entities and Oracle entities in parenthesis. Focus is on opportunity & competitor related records.

31. Centralized customer information Analytics avaiable to salesforce Market share analysis Pipeline effectiveness Won & loose opportunities Geographical analysis , Time analysis Customer category analysis Mettere a disposizione una piattaforma di s. crm che cvonsenta agli agenti di confrontarsi e condividere esperienze. Piattaforma di social crm già messa a disposizione da O. Case study : TBS Group

32. Q & A Thank you

33. Sandro Mora – 4CustReply [email protected] Contact