Professional Documents
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OOW - CDM Cloud Summary - 1507580952643001k1ye
OOW - CDM Cloud Summary - 1507580952643001k1ye
“I’ve got all these ‘cloud’ apps popping up like weeds in springtime. In every region and department.
There’s customer data in each of them and I can’t get a consolidated view of any of it.”
– EVP Sales, North America
“We tried to create a Q4 Sales Campaign to existing customers for a Special Offer. After 6 weeks of
back and forth just to GET a list - sucking up valuable sales time - we found literally over 200 records
for the same guy. Which one do we pick?!? We ended up doing nothing because we ran out of time,
as well as fear of embarrassing ourselves in front of the customer with 100+ emails.”
- Director, Marketing Support Operations
“How can I balance and assign territories and accounts to the right reps – let alone evaluate my pipeline
forecasting – when I’ve got all these different systems and what looks like a bazillion duplicates in them?”
- Senior Director, Sales Operations
* In 1 year
Source: D&B, US Census Bureau, US Department of Health and Human Services, Administrative Office of the US Courts, Bureau of Labor Statistics, Gartner, A.T Kearney, GMA Invoice Accuracy Study
WHO ARE THEY? WHAT HAVE THEY DONE? WHAT’S HAPPENING NOW?
Simply put, if your business-critical data is a mess, the rest doesn’t matter.
-Ovum, 2014
We can’t create a Q4
How can I balance and I need a consolidated
Sales Campaign to
assign territories and view of my customer
existing customers for a
accounts to the right portfolio for
Special Offer as quickly
reps? planning...TODAY.
as we need to.
Direct negative
88% impact on
bottom line
12% Average loss
of revenue
18%
Data Quality Practices help
business scrub customer data
captured across multiple
channels.
10%
9% 9%
7% Research shows that
6%
5% companies using this
3% 3% Operational Cost technology enjoy 41% greater
Organic Revenue Retention Customer Satisfaction -2%
satisfaction from their ability to
-1%
use customer data, compared
to those that do not.
-8%
Best-in-Class Industry Average Laggards
Organic Revenue Retention Customer Satisfaction Operational Costs
CDM
Companies who can deliver relevant experiences have increased customer engagement, customer loyalty,
and eventually see bottom-line benefits like increased revenue.
-Forrester
CDM Objective:
Deliver Fast, Easy, Affordable
Enterprise Customer 360 Data Management
for More Agile CX Sales, Marketing, Service
ADAPTIVE INTELLIGENCE
“Big Data”
CRM OLAP/BI
ERP WEB.COM
SFA Legacy…
Customer
Asset
Product
Supplier
ERP SCM
Site
SFA
“Big Data”
Applications
Enterprise
PLM SCM ERP CX
Applications
Master Data Management Services
CRM OLAP/BI
Site Contact
Supplier Profile
Supplier
Data
Supplier Site
Operating Unit
Supplier
Product
Product
Hierarchies
Organization Product
Role-based Access
SaaS
Global Access Controls
Record ID Registry Data Standardization, Duplicate Record Resolution Single, “Best Version”
across All Sources Validation & Enrichment Management Record for Publishing
INTEGRATION ANALYTICS
Motivate SOCIAL
Mentor
Oracle CDM & DaaS together deliver a full suite of cloud capabilities
• Manage the entire customer experience lifecycle across 1st party
and 3rd party data
Benefits
- Improve campaign effectiveness
- Accurate, targeted cross-sell and up-sell
- Retain your most profitable customers
- Deliver superior customer experience
Division
‘D’
Oracle CDM
Copyright © 2015 Oracle and/or its affiliates. All rights reserved. 33
Key Integration Touch Points
• Increased lead acquisition by 20% with targeted campaigns and personalized content
• Can execute campaigns in 30 minutes themselves vs. three days with an agency
3 Million
records
Copyright
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. © 2015– Oracle
| Confidential and/or its affiliates. All
Oracle Internal/Restricted/Highly rights reserved.
Restricted 40
40
“Gaining a 360 view of the
customer; this was very critical for
us. At any point we are now able
to understand what is happening
to the customer.”
– Julie Mandu
• https://www.youtube.com/watch?v=t_cyaD6j5VM
Legacy SALES
Kenya Airways is the flag
carrier of Kenya. It has a fleet SERVICE
of 45 aircraft, and carried CDM
4.2M passengers in 2015.
4,000 employees Challenge Solution Benefits
Goal to capture a new market
and prepare for the future of No single customer view Consolidate & de-duplicate Advanced segmentation with
selling to consumers. Customer data resided in silos customer data into CDM targeted campaigns
and needed to be consolidated Integrate data from 10+ Standardized partner
HQ: Nairobi, Kenya Agents needed to access multiple applications relationship management
applications during the customer Implemented enterprise wide Improved guest handling
Industry: Travel service experience resulting in governance model to keep data Seamless cross-channel servicing
poor customer satisfaction clean.
Insight driven actions
Limited visibility of sales activity Connect Marketing, Sales and
Service to manage the entire
customer experience
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