<Insert Picture Here>

박성환상무

CRM Applications

Transforming Companies to Survive & Thrive in the Customer-Driven AgeOracle | Siebel CRM 8

2

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Safe Harbor Statement

3

Key Messages

• #1 in CRM – Over 5M+ agents & 125M+ registered self-

service users deployed

• Delivering on Oracle’s Applications Unlimited commitment with Siebel 8 CRM

• Continued industry-leading CRM innovation with Siebel 8 – Dramatically easier to use– Enables business responsiveness & real-

time insight– SOA-enabled

• Oracle’s Siebel CRM uniquely offers hosted, on premise, and hybrid solutions

• Most comprehensive industry-specific CRM and integrations to industry-specific back-office

4

Continuing Commitment to All Product Lines

• Applications Unlimited– Ongoing development and new releases

of all product lines indefinitely

• Lifetime Support– Continuous indefinite support of current

releases

5

Unlimited

Unlimited

Unlimited

Unlimited

Version 9Version 9Version 8.9Version 8.9

Version 8.12Version 8.12Version 8.11Version 8.11

Version 12Version 12Version 11i.10Version 11i.10

Version A9Version A9Version

A7.3 & A8.1Version

A7.3 & A8.1

UnlimitedVersion 8Version 8Version 7.8Version 7.8

FUSIONUnlimited

Applications UnlimitedOngoing development and new releases of all product lines indefinitely

6

Oracle Lifetime Support

0 1 2 3 4 5 6 7 8 9 10

SustainingSupport

ExtendedSupport

PremierSupport

Years of Support

Unlimited

Continuous indefinite support of current releases

7

What is Fusion?

• Fusion Applications are the evolution of Oracle applications into a single SOA Application Suite.

• Fusion Architecture is the Oracle methodology for building SOA applications and processes.

• Fusion Middleware is the technology which is enabling the Fusion Architecture

8

Application Roadmap• Evolve now by leveraging currently available Fusion technologies• Adopt new Fusion applications & technologies as they become

available• Migrate–but only when you’re ready–to the Fusion Application Suite,

2008 and beyond

• Fusion Architecture Introduced

• Application Product Families Certified on Fusion Middleware

2005

• Fusion Middleware• Web Services

Identified• User Experience

Design Completed• Functional

Architecture Defined• Application Product

Families Certified on Fusion Middleware

• Operational Dashboards Delivered

2006

• First Fusion Applications

• Data Hubs and Transaction Bases Released on Fusion Middleware

• Upgrade Architecture Completed

• Operational Dashboards Delivered

2007

• Fusion Application Suite Available

2008

The above reflects Oracle's current development plans, which are subject to change at any time

9

Ten Things You Can Do Now to Prepare for Fusion Applications

• Rethink your Customization Strategy• Consider Master Data Management • Move to SOA-Based Integration• Extend your Business Intelligence Portfolio• Adopt Enterprise Reporting & Publishing• Secure your Global Enterprise• Consider Grid Computing • Centralize your Lifecycle Management• Upgrade to the E-Business Suite R12• Prepare a Fusion Project Plan

11

22

33

44

55

66

77

88

99

1010

10

The CEO’s Agenda: “Growth is the Focus”*

Challenges• Inconsistent Customer Experience• Business Model Complexity• Technology LimitationsThe Economist: CEO Briefing – “Corporate Priorities for 2006 and beyond”

Strategic Priorities• Increase Market Share• Increase Revenue• Acquire New Customers• Enhance Value of Existing Customers

11

Growth Through Customer-Driven Transformation

Customer

LegacyLegacy

OSSOSS

HRHR CustomCustom

CIFCIF

ERPERP CIFCIF

SCMSCM

CustomCustom

CRMCRM

ERPERP

CustomCustom

ERPERP

LegacyLegacy

Dept A Dept B Dept C

LegacyLegacyOSSOSSHRHR CustomCustomCRMCRM ERPERP CIFCIF SCMSCM

Process and Master Data Integration

Dept A Dept B Dept C

Business Intelligence & Real-Time Decisons

Sales, Marketing, Service Best Practices

Multichannel, Self-Service

Customer

12

1993 1995 1996 1997 1998 1999 2000 2001 2002 2003

500 4,000 20,000 60,000200,000

600,000

1 M1.3 M

2.17 M

SiebelSystemsFounded

Enterprise-ClassSFA

Mobile SFA

IntegratedSales and Customer

Service

Integrated CRM

Industry-Specific CRM

2004

MultichannelCRM

Best Practices

CRM

Analytics, Standards-Based Integration

CRMOn Demand

3.0 M

CRM for Everyone, Enterprise BI

2005

5.0 M

Transformational CRMCommitment to CRM Innovation…5.6 M

2006

Customer AdaptiveCRM

13

Siebel CRM 8 – Transformational CRM

Empower Users– Provide proactive, real time insight at

the moment of customer interaction through a flexible, role-based user interface

Enable Business Responsiveness– Enable the business to respond to

ongoing business process changes and to directly improve the customer experience

Ensure Value– Provide choice by supporting multiple

deployment options and ease of integration at the lowest cost

14

Oracle CRM – Transformational CRM

SFA

SelfService

Marketing/Loyalty

PRM

IncentiveComp

Order Mgmt

eBillingCall Center

FieldService

15

Simple CRM Broader CRMTransformational CRM

The Right CRM for Your Company

16

Simple CRM Me Too CRMTransformational CRM

The Right CRM for Your Company

17

Empowering Users :: Task Based User InterfaceEmpowering Users :: Task Based User Interface

Superior User Experience

18

Empowering Users :: Embedded IntelligenceEmpowering Users :: Embedded Intelligence

Embedded Intelligence

19

Siebel 8 Fully-Featured User Interface

• Highly Interactive, Intuitive and Personalized

• Network Efficient with Minimal Screen refresh

• Embedded Analytics• Task Execution Support • User Inbox for Workflow

Items• Intelligent Controls • Usability features• Zero Installation• Built in Portal Framework

The user experience of a Win-32 application within a browser

20

Empowering Users :: Enterprise SearchEmpowering Users :: Enterprise Search

Information Discovery

21

Empower Users – World Class SearchSecure and Flexible Search

• Enhanced “Google-like” Search– SOA-based integration with FAST and Oracle

SES engines– SOA infrastructure allows other search engines to

be “plugged in” as necessary– Visibility rules applied to search criteria so users

only see results that they are entitled to see• Case/accent-insensitive Queries

– Enter query without case sensitivity (John Smith, john smith, John smith) to improve usability and adoption

• Architecture Enhancements– Supports plug and play architecture across

different search engines• Improved User Interface

– Results displayed as per the popular web search engine interface instead of the list of records in Siebel 7.x

– Keyword highlighting in the results– Ability to configure the layout of the results – Ability to sort and drill down on the results

22

Empowering Knowledge Workers

Empowering Users :: Empowering Users :: Email and CollaborationEmail and Collaboration

23

Empower Users - Task Based User InterfaceReduce Navigation Complexity, Speed Adoption

• Guides Users Through Key Tasks

– Improves product ease of use– Lowers training costs – Enables standardization of

processes• Complements 7.X Ad-hoc User

Interface– Data not committed until task is

complete• Easy to Use, Flexible

Development Process– Drag and drop designer enables

rapid process and task change– Provides declarative framework

for defining tasks and processes– Minimizes scripting

24

Microsoft Desktop IntegrationCollaboration Across the Enterprise

• Microsoft Outlook (E-mail)– Associate e-mails with CRM entities – Customization framework available for

additional CRM objects– Available for both mobile and connected

users• Microsoft Word and Microsoft Excel

– Create and populate spreadsheets or documents using data directly from the Siebel Sales Enterprise

– Extended Siebel data into pivot tables and charts

– Siebel toolbar plug-in Invoke built-in data refresh capabilities without having to manually perform exports and imports

• Microsoft Sharepoint (Collaboration)– Presence indication – Integration with LCS– Better team site support– Support for Windows Sharepoint Services

25

Empowering Users :: Self Service, eCommerce, Empowering Users :: Self Service, eCommerce, eBillingeBilling

Empowering Customers

26

Only Oracle Puts Users in Control of Business Process Change

Business Responsiveness :: Graphical Task AuthoringBusiness Responsiveness :: Graphical Task Authoring

Responding to Customer Needs

CAMPAIGN DESIGN PROCESS

Manage Marketing Calendar

Develop segmentation

Review with Stakeholder

Test Campaign

Author content

Design Campaign

Flow

Release Campaign

Edit and Review content

Approve content

Develop campaign strategy

DirectMarketing

Marketing Operations

MarketingAnalyst

Brainstorm proposed programs

27

Table structure accelerates rules creation and maintenance.

Business Responsiveness :: Tabular Business Rules EditorBusiness Responsiveness :: Tabular Business Rules Editor

Only Oracle Puts Users in Control of Business Process Change

Responsible and Responsive

28

Business Responsiveness :: Master Data ManagementBusiness Responsiveness :: Master Data Management

Single View of the Customer

29

A single view of Customer Information

• Unifies customer information from multiple systems

• Creates and maintains a unique, complete and accurate customer profile

• Makes that profile available to all operational applications in real time

• Enables sophisticated analytics to derive actionable customer insight

30

What’s new in Siebel 8 for Sales, Service and Marketing Professionals?

• Sales–Advanced Sales Forecasting–Enhanced Territory Management–New Sales Methodologies

• Service–Managed Services Support–Enhanced Store-and-Forward

Messaging for Laptop Users

• Marketing & Loyalty–Marketing Resource Management–Advanced Segment Management

31

Deep Industry-Specific Expertise

32

What’s new in Siebel 8 for Financial Services?

• Streamlined Account Origination• Rules Based Loan Underwriting• Advanced Insurance Claims Management

–Automatic Reserve & Coverage–Payment & Invoice–Subrogation–Fraud

Banking

TellerMarketing,

Sales, Service

CoreBanking Financials Human

ResourcesBankingAnalytics

Insurance

Network Management Financials

Order & Order & ServiceService

FulfillmentFulfillment

Order &Service

FulfillmentUnderwriting Policy Admin

ClaimsManagement

HumanResources

InsuranceAnalytics

Agent/Channel

MgmtFinancials/Profitability

33

What’s new in Siebel 8 for Life Science?

• Enhanced Clinical Trial Support• Streamlined Territory Management

and Alignment• Japanese Market Support

Marketing & Sales

Procurement& Planning

Corporate Admin

Life Sciences Analytics

Physician Portal

Clinical Trials

Management

34

What’s new in Siebel 8 for Public Sector?

• New Case Management• Enhanced Incident Management• Offense Management• Location Tracking• Evidence Management• Investigative Lead Management

Case Management

SRM/Procurement

HR & Payroll Admin

Public Sector

AnalyticsConstituent

ServiceFinancial

Management

35

PipelineAnalysis

Order to Cash

Sales Team Effectiveness

Up-sell / Cross-sell

TriangulatedForecasting

Lead Conversion

Receivables / Payables Analysis

CustomerProfitability

Product Profitability

Regulatory Compliance

Expense Management

Cash Flow Analysis

Churn Propensity

Customer Satisfaction

ResolutionRates

Service RepEffectiveness

Service CostAnalysis

ServiceTrends

Campaign Scorecard

Response Rates

Product Propensity

Loyalty andAttrition

Market Basket Analysis

Campaign ROI

Supplier Performance

Inventory Analysis

Procurement Cycle Times

Inventory Availability

EmployeeExpenses

BOM Analysis

Employee Productivity

Compensation Analysis

Compliance Reporting

WorkforceProfile

TurnoverTrends

Return on Human Capital

Sales & Order Analytics

FinancialAnalytics

WorkforceAnalytics

Supply ChainAnalytics

Service & Contact Center

Analytics

Marketing Analytics

Travel& TransTravel

& TransAutoAuto Comms.

& MediaComms.& Media

ComplexMfg.

ComplexMfg.

ConsumerSector

ConsumerSector

EnergyEnergy FinancialServicesFinancialServices

HighTechHighTech

Insurance& HealthInsurance& Health

LifeSciences

LifeSciences

Public SectorPublic Sector

Other Operational & Analytic Sources

Oracle BI Suite Enterprise Edition

Prebuilt adapters:

Industry Specific Business Intelligence

36

Complete CRM On Demand

Easy

Ensuring Value :: Siebel CRM OnDemand

Embedded Analytics withBuilt-in Data Warehouse

Customization, Integration & Extensibility

World-Class, Single-VendorHosting Infrastructure

Built-in Contact Center

Industry-specific CRM

Sales Marketing Service

Fast

Smart

37

Ensuring Value :: Choice of Hybrid Deployment

Only Oracle offers a choice of On Demand, On Premise, and Hybrid Solutions

On Demand On Premise

Flexible Deployment Options

Hybridseamless integration

38

Siebel 8 – a Proven CRM Platform

Ensuring Value :: SOA-Enabled CRM

• SOA-enabled CRM• Fusion Middleware Certified• Application Deployment Management• Performance, Scalability and

Reliability for Multi-channel CRM

39

Support of SOA within Siebel 8 Applications

• Web services enablement in the Siebel 8 Applications Architecture enables Siebel to interoperate within a Service Oriented Architecture

• The Application Service Framework supports:– Inbound Application Services– Outbound Application Services– Pre-Built ASI Services

• The Siebel 8 Applications support of Web Services includes:– Standards Support– Publishing Siebel Services and Processes as Web Services – Consuming External Web Services

• The architecture is designed to support interoperation in a highperformance and scalable manner

40

Sales/Marketing Modules• Opportunities• Leads/Prospects• Quotes• Sales Process Coach• Sales Tools• Forecasts• Territory Management

Common Services• Reports• Import/Export• Search• List Management• Assignment• Help• Audit Trail• Company Administration• Voice/CTI• Rules

Service Modules• Service Requests• Entitlements/Service Agreements• Solutions

Industry Services• Financial Services• Communications• Life Sciences• Public Sector

Common Modules• Products• Assets• Pricing• Orders• Persons/Contacts• Companies• Households• Employees/Users• Partners/Competitors• Hierarchies• Address/Contact Points• Attachments• Activities• Notes• Referrals• Approvals

Platform• Analytics• Handheld• Word/Excel/Outlook/Sharepoint/IM Integration• Site Administration• Site monitoring/diagnostics• Security/Access Control/Data Visibility• Business Processes• Globalization

Siebel 8 SOA-Enabled CRM

41

Sales Service Marketing C/OM

Web ServicesSOA

Content

Task Flows, Process Flows and Insight-Driven Dashboards via Analytics

Oracle Fusion Middleware

Siebel 8 & Fusion Middleware Certification

EmpowerUsers

EnableBusiness

Responsiveness

EnsureValue

Self Service CRM ERP Legacy

Integrated Front-to-Back Sales, Marketing, & Service

MDM

42

Transformational CRM at Rabobank

Company ProfileRequirements for

Extended CRMBenefits of Oracle

CRM Solution

7MM customers, 1200 Branches

Top 3 bank in Netherlands

Full range of banking services

CRM Program GoalsBranch, Call Center, InternetIncrease SalesReduce cost $20M per Year

Oracle ProductsSiebel Sales & Call CenterOracle Fusion MWSiebel Analytics

Achieved sales & cost reduction goals

“Sales Cockpit” for lead & contact management

Build once, use across channels

Consistent customerexperience & data capture

31K users with 20K concurrent

Leveraged out of box functionality

Oracle Fusion MW chosen for Rabobank SOA-architecture

Regular “best practices”dialog with other large bank CRM executives & teams

“Under Oracle’s Applications Unlimited program, we are confident that Oracle will protect our current investments in Siebel applications. Siebel 8 has a completely SOA-enabled CRM

platform and task-based user interface that will help us achieve our CRM goals and give us the ability to adapt quickly to the changing needs of our business.”

Toine Straathof, Program CIO, CRM, Rabobank

43

Select Siebel 8 Customers & Partners

44

Extending CRM Product Leadership

B2B CRM

Oracle/Siebel

B2C CRM

Oracle/Siebel

Oracle/Siebel

CDISales

Oracle/Siebel

Customer Service & Support

Oracle/Siebel

Field Service

Oracle/Siebel

45

16,00016,00014,90013,80013,00013,000

9,570

8,230

11,030

8,700

10,63010,500

63,79763,60041,33539,10035,00031,650

20,000

16,300

30,000

17,900

25,00024,300

Most Experience Making Customers Successful

63,79763,60041,33530,000

46

30% increase in customer satisfaction

Doubled profits in two years

$31 million savings in call center costs

32% increase in new retail checking customers

20% increase in call-handling speed

$17 million per month savings

25% reduction incall handling times

$6.2 million in incremental orders

Transformational CRM Delivers Results

47

The Siebel 8 Advantage

Empower Users– Provide proactive, real time insight at

the moment of customer interaction through a flexible, role-based user interface

Enable Business Responsiveness– Enable the business to respond to

ongoing business process changes and to directly improve the customer experience

Ensure Value– Provide choice by supporting multiple

deployment options and ease of integration at the lowest cost

48

Empower Users– Provide proactive, real time insight at

the moment of customer interaction through a flexible, role-based user interface

Enable Business Responsiveness– Enable the business to respond to

ongoing business process changes and to directly improve the customer experience

Ensure Value– Provide choice by supporting multiple

deployment options and ease of integration at the lowest cost

– Task-based user interface for improved task completion– Comprehensive enterprise, secure, search capability– Embedded intelligence and real-time decision for improved

user experience– Expanded desktop integration

– Meta-data driven business rules and workflows reduces the time and effort to react to business changes

– End-to-end, industry-specific process integrations and functionality

– SOA Web Services to enable development of custom user interfaces and web channel

– Significantly improved application deployment management– Improved scalability and manageability– Expanded Fusion middleware certification

The Siebel 8 Advantage

49

Key Messages

• #1 in CRM – Over 5M+ agents & 125M+ registered self-

service users deployed

• Delivering on Oracle’s Applications Unlimited commitment with Siebel 8 CRM

• Continued industry-leading CRM innovation with Siebel 8 – Dramatically easier to use– Enables business responsiveness & real-

time insight– SOA-enabled

• Oracle’s Siebel CRM uniquely offers hosted, on premise, and hybrid solutions

• Most comprehensive industry-specific CRM and integrations to industry-specific back-office

<Insert Picture Here>

Oracle | Siebel CRM 8

Transforming Companies to Survive & Thrive in the Customer-Driven Age