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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
3
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.
4
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
5
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
6
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
7
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
8
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
9
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
10
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.
11
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
12
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
13
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
14
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
15
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
16
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
17
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
18
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
19
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
20
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
21
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
22
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
23
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
24
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
25
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