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1 원영선 Senior Sales Consultant Small and Medium Businesses 를 위한 Oracle Siebel CRM Value Proposition

Small and Medium Businesses 를위한 Oracle Siebel CRM 의 Value Proposition ·  · 2007-07-02Value Proposition. 2 ... yUnlock more value from CRM investments Source: ... Lack of

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원영선Senior Sales Consultant

Small and Medium Businesses를위한Oracle Siebel CRM 의

Value Proposition

2

Agenda

CRM Market Trend In SMBSiebel CRM for SMBSiebel Integration for SMB

– The Benefit of Integrated Business Process In SMB– Pre-Built Integration Mode– Best-of-Breed CRM Integrated With Oracle Applications s

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CRM Market Trends: 2007 Focus on Customers to Drive Growth

Re-focus CRM initiatives on the customer experience Leverage customer data using analyticsImprove user adoptionUnlock more value from CRM investments

Source: Forrester Research, “Trends 2006: Customer Relationship Management” Feb 21, 2006

Siebel SMB CRM 은 측정 가능한 비즈니스 결과에 대한 분석적 Insight를제공한다.

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고객과의접점에서기업이직면하고있는문제점

부정확한 예측

영업기회에 대한 관리 부재

비효율적인 영업활동

Stale or Lost Leads

캠페인 추적 및 성과측정의어려움

부서간 업무 공조 부족

고객의 불만 가중

정보 공유 및 재활용 부족

Contact Centers가 Cost Center로 전락

Silos of Customer Data Across Multiple Systems

Marketing Sales Service

Lack of Business Intelligence and Actionable Insight

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110

694

145

699

196

705

265

710

358

716

2004 2005 2006 2007 2008

(In Millions)

OnPremise CRM

Hosted CRM

Segment 5 Year CAGRSMB CRM Total Software 5.5%SMB CRM Hosted Software 36%Non-SMB CRM Total Software -1%Non-SMB CRM Hosted Software 8%

SMB CRM DeploymentSB MB

Gartner 2% 20%

804901

844

975

Source: CRM Software Applications Spending by SMBs on the Rise, Gartner, January 2004 SMB is defined as companies with < 1000 employees.

SMB 기업의 CRM 프로젝트투자경향

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Siebel CRM for Small and Medium BusinessesOracle’s Commitment

Deliver rapid time-to-value for customers

Offer comprehensive CRM that deliver results

Leverage world-class Oracle technology

Increase flexibility and choice of deployment options

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Sales Best Practices 통한생산성과효율성증대

자동화된 영업기회의 확인

Two-tier lead management

자동화된 영업기회의 평가

Triangulated forecasting

Easy to replicate the success of your best salespeople

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Advanced Capabilities Yield Better Return on Marketing Investments

캠페인의 실행부터 분석까지의 실행

가능한 캠페인 솔루션

타켓 마케팅 캠페인 실행역량 강화

Siebel CRM을 통한 e-Mail 캠페인

수행

수행된 캠페인에 결과에 대한

집중적인 분석 수행

Execute Campaign

Create Targeted Campaign

Assign Leads for Follow-up

Segment Customers

Import Prospect List

Analyze Campaigns

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Embedded Service Best Practices Increase Customer Satisfaction and Loyalty

고객의 이해를 기반으로 한 개인화 된서비스 제공

정보공유를 통한 First call resolution 증대

정형과 된 Call Script를 통한 상담원교육비용 절감 및 안정적인 서비스 제공

분석기능을 통한 실시간 서비스 최적화

고객 만족도 조사

Easy to use service solution increases customer satisfaction and

loyalty

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Pre-integrated Business Intelligence Enables Informed Decision-Making

Data Warehouse– 실시간 & historical 분석– 비즈니스 성과에 대한 시점별 비교

분석

Benefits:– 사실에 근거한 의사결정 능력 강화

– 모든 계층에 대한 의사결정에 대한정보 공유

– interactive dashboards를 통한신속한 의사결정능력 강화

– 핵심 business trends 확인

– 고객 분석을 통한 깊은 비즈니스의이해 증대

Pipeline and historical analyses: Show major drop off in late stage pipeline and a trend of inaccurate rolled-up forecasts

Traditional rolled-up forecast (real-time only): Forecasting above quota.

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Communications,Media

& EnergyFinancialServices*

LifeSciences*

Health Care& Insurance

ConsumerGoods Automotive*

•Pricing Authorization Management

•Billing Management

•Credit Management

•Fraud Management

•Price Comparison

•Credit Origination

• Investment Banking

•Retirement & Pension Mgmt

•Wealth Mgmt

•Small Business Banking

•Adverse Events & Complaints Tracking

•Prescription Analysis

•Clinical Profiles

•Territory Mgmt for LS

•Pharma Campaigns

•Medical Handheld

•Group Coverage

• Individual Coverage

•Group Pensions

•Group Policies

• Individual Life & Annuities

•Personal Lines Claims

•Trade Management

•Sales Volume Planning

•Deduction

•CG Handheld Sales

•Territory Mgmt for Consumer Goods

•Van Sales & Delivery

•Financial Accounts

•Lease End of Term Processing

•Personal Lines Claims

•Title Management

•Vehicle Contracts

SMB 산업에 최적화된 기능을 제공하기 위해 산업별 특화 된Pre-built Process 및 기능 제공

Pre-built 된산업별특화기능

Hi Tech*

•Asset Management

•Marketing Fund Management

•Acct, Contact, OpptyMgmt

•Title Management

•Quota Mgmt

* Available for Siebel CRM On Demand

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Customization통한 Pre-built 기능의확장

Easy to configure by business users

– 신속한 고객 가치 창출

– 비즈니스 조건의 변경에 대한 신속한 대응

Extend out-of-the-box functionality to meet unique business requirements

– Custom objects 통한 기업의 특정 데이터연계 증대

– Custom webtabs 통한 3rd party data 와끊김 없는 데이터 접근 Easy to configure and

extend functionality

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Multiple CRM Deployment Models Offer Choice

On Demand

Siebel CRM On Demand

application의 공유

Infrastructure의 공유

IT Resource가 필요하지 않음

신속한 구현

H/W , S/W에 대한 투자가 필요 없음

예측 가능한 IT 운영비용

Comprehensive functionality

Based on Oracle’s industry leading CRM

On Premise

Siebel CRM Professional Edition

고객에 할당 된 Application

고객에 할당된 infrastructure

고객 사 IT 운영 인력 필요

고객에 상황에 특화 된 개발 방법론

H/W, S/W 에 대한 투자 필요

변화 가능한 IT 운영 비용

Most complete CRM solution for small to medium sized business

고객 사에 특화 된 기능 Deep industry functionality

Based on Oracle’s industry leading CRM

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On DemandIndustry Leading Hosting Services

Oracle Hosting

- AFCOM and Network world - Data Center of the Year 2005

- SAS70에서 인증한 산업별 표준프레임웍 절차에 기반 한 운영

- 500개 이상의 기업고객

Benefits

- 단일 벤더에 대한 약속

- 탁월한 운영 능력Operational excellence

- 신속한 대응

- 미래 서비스에 대한 투자

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On PremiseSupport For All IT Environments

Siebel Platform

- 모든 주요 플랫폼 및 H/W 지원

- 개발을 위한 완벽한 개발환경 제공

- 완벽한 성능 및 H/W Configuration 지원

Benefits- 성공적인 CRM 구현

- IT 비용 절감

- 기존 IT 환경의 활용 극대화 EAIEAI

Siebel Application Server

DB2DB2

MS SQLMS SQL

Web ServerWeb Server

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Siebel SMB CRM 통한신속한비즈니스가치제공

완벽한 CRM 솔루션-최적의영업, 마케팅, 서비스기능및프로세스제공- Pre-built 된산업별솔루션제공- Built-in된 contact center 기능제공

산업별 Best-practices- Tutorials, wizards, and task-based layouts-영법방법론및 Assessment에대한 Best Practices 제공

Powerful 분석 능력제공-실시간분석기능및 , historical trending 분석기능제공-예측분석기능제공

유연성-사용자요구사항만족을위한강력한 customization 및통합성

고객사의 상황에 따는 구현 방안 선택- On Demand: Single-vendor, next gen hosting- On Premise: Comprehensive platform support (Windows, Linux, SQL Server, Oracle DB)

Unparalleled Business Results- CRM 선두솔루션기능및산업별특화기능제공- Blueprint and CRM services expertise

Embedded Analytics withBuilt-in Data Warehouse

Customization, Integration & Extensibility

World-Class Hosting Infrastructure

Built-in Contact Center

Industry-specific CRM

Sales Marketing Service

Support for all SMB IT environments

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비즈니스프로세스통합을통한생산성향상

Process and Data Integration

Division ADivision A Division BDivision B Division CDivision C

Employee Alignment

Business Intelligence and Analytics

Sales, Marketing, Service Best Practices

Multichannel

HRHR ERPERP OSSOSSCIFCIFSCMSCM CRMCRM CustomCustom LegacyLegacy

One Company• front- and back-office

간의 연속적인 고객정보의공유

• 영업활동에 필요한핵심정보 제공을 통한 영업생산성 향상

• 개인화인 정보 제공

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Siebel Integrations Get You There Faster

비지니스 프로세스 연계

Orchestrate Orchestrate endend--toto--end business end business

processes across multiple processes across multiple applications applications

고객정보 및 제품 정보 통합

Provide single authoritative Provide single authoritative source of master datasource of master data

CA 94110State510-681-1399Tel.

117-78-1856SSN

San FranciscoCity1867 Pierce Address1Mary SmithName

CA 94110State510-681-1399Tel.

117-78-1856SSN

San FranciscoCity1867 Pierce Address1Mary SmithName

CA 94110State415-437-1790Tel.117-78-1856SSN

San FranciscoCity1867 Pierce Address1Mary EvansName

CA 94110State415-437-1790Tel.117-78-1856SSN

San FranciscoCity1867 Pierce Address1Mary EvansName

CA 95810State415-437-1790Tel.117-78-1586SSN

PiedmontCity2333 HarrisonAddress1Mary SmithName

CA 95810State415-437-1790Tel.117-78-1586SSN

PiedmontCity2333 HarrisonAddress1Mary SmithName

유연한 통합성

Connect multiple Connect multiple applications and data applications and data stores together in a stores together in a

resilient manner resilient manner

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Siebel DatabaseSiebel Database

Web ServerWeb Server

EAIEAI

Web Web ServeServe

rr

Siebel Application Server

Business Business Logic LayerLogic Layer

UI Rendering LayerUI Rendering Layer

Data LayerData Layer

EAIEAI

TCP/IP

XML/HTTP/SOAP

IIOPCORBA

ORB

XML/Binary

TCP/IP

EnterpriseEnterpriseIntegration Integration

ManagerManager

COM, .NET, ASP

CORBA

MQ / MSMQ / JMS

Web enabled

Real TimeTightly coupled

Real TimeLoosely coupled

File Based

Java, JSP, EJB

ActiveXActiveXData ControlData Control

JCAJCA

Flat File

모든통합방식을위한 Pre-Built Connector 제공

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J2EE

Siebel

Integration Server platformIntegration Server platform

Platform/Customer DevelopedPlatform/Customer DevelopedIntegration ProcessesIntegration Processes

Transport LayerTransport Layer AdapterAdapterA

dapterA

dapter

Adapter

Adapter

Adapter

Adapter

Adapter

Adapter

AdapterAdapter

AdapterAdapter

Legacy

UCM/CDH ORACLE SAP PARTNER

CommoCommon n

ObjectsObjects

Platform/Customer Platform/Customer Developed Developed

TransformationsTransformations

Platform/Customer Platform/Customer Developed Developed

TransformationsTransformations

비즈니스 프로세스 연계및 서비스 호출 기능제공서비스 제공

모든 플랫폼과 통신 및I/F 기능 제공

연계된 서비스 및 데이터지원

데이터의 제공, 변경 및다양한 데이터의 형태지원

Supporting Integration Servers and ESB’s

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Planned Availability in 2007

Integrated industry processes that provide instant value

1. Siebel Order Capture to Oracle Order Management

2. Siebel CRM On Demand to Oracle E-Business Suite

3. Siebel CRM Call Center On Demand to Oracle E-Business Suite

4. Siebel CRM to i-flex FLEXCUBE Integration

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Siebel CRM On Demand 와 Oracle E-Business Suite 통합

Siebel CRM On Demand는 Oracle EBS 고객과의 신속하고, 원활한 통합성을 지원함.

Key Benefits

완벽한 고객 Single View 제공

생산성 향상Improves productivity

신속한 통합능력 제공

Processes Addressed:

Siebel CRM과 Oracle간 고객정보 및 접촉이력정보에 대한 동기화를 통한 정보의 정확성 확보

Siebel CRM의 opportunity와 Oracle Quote를 통한 Opportunity의 Win-Rate 향상

Siebel의 영업기획 정보와, Oracle의 견적, 주문 정보를 통한 고객에 대한 360 Single view 제공

Industry Focus: High Tech, Industrial Manufacturing, SMB

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Integration Solution: Siebel CRM On Demand to Oracle E-Business Suite

Web/Call Center/Sales Force

Identify Customer

Quoting

Oppty Info.Quote StatusQuote Value

Order Management

Billing

Opportunity

AR

Account Mgmt

Browse & SearchProductsServices

Customer Product

Two way synchOracle <> Siebel

Siebel CRM On Demand

Siebel/Oracle

Oracle

Installed Products

One way synchOracle > Siebel

Tele, FieldService

QuotesOrders

Install BaseService Requests

Invoices

Install Base

• Oracle EBS에서 Siebel CRM On Demand로초기고객정보적재

• 이후고객정보의생성은 CRM 에서 Oracle EBS로인터페이스됨

• EBS Customer Data Quality Management (DQM) tools를통한 CRM의고객정보정제

• 고객정보및접촉이력은양방향동기화• Product Master는 Oracle EBS에있으면

CRM와동기화함

• CRM의영업기회정보는 Oracle EBS의 Quote 정보로변환됨

Quote 상태정보는 CRM 시스템에서조회할수있음

Oracle EBS에있는 Quotes, orders, install base, service requests 정보는 CRM상에서조회됨

고객및상품정보의통합

OPPORTUNITY TO QUOTE

360 DEGREE CUSTOMER VIEW

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Integration Architecture

Updates and Transactions

Oracle DB

Initial Bulk Load

Oracle Warehouse BuilderSiebel CRM Oracle EBSExtractLoad

Transform

Siebel CRM

Oracle EBSFusion Middleware/BPEL

TransformRequest/Reply Process - OnDemand Flow

Synchronization Process - Other Flows

XSL

Transform Common Object Transform

Cross Reference Indexing

Common Error Handling

i-Flex

G-Log

*SAP

* Not required for i-Flex integration flow

*SAP connectors available now

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What to Look For in an SMB CRM Provider

Extensive CRM domain expertise

Pre-built, comprehensive CRM functionality

Robust pre-built analytics data warehouse for true historical data analysis

Industry-specific editions

Choice of Deployment Options

Business Business ResultsResults

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