<Insert Picture Here> Introduction Key Accounts Program

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1 <Insert Picture Here> Introduction Key Accounts Program Our commitment to ensure your business success December 2009

2 Key Accounts Program agenda Introduction to Key Accounts Program Details Our commitment to you

3 Customer Feedback about Oracle Voice of the Customer Multiple Sales Account Reps claiming ownership as my main point of contact Hit and Run. The Oracle Bus arrives only when there are sales opportunities in my company Promises during the sales cycle are not delivered. How does Oracle ensure my business success? Left Hand does not know what the Right Hand is doing Oracle is overly bureaucratic and does itself an injustice by demonstrating this in front of the customer! We do not have a 'one team' account, which is disappointing. It feels like the relationship is based on transactional items as opposed to a strategic relationship.

4 Introduction to Key Accounts Program One global program for our most important customers Deliver the highest level of service and value to our most important Customers Charles Phillips President Oracle Corporation Oracle Asia Pacific Senior Management Team Steve Au-Yeung Senior Vice President Oracle Asia Pacific (License & Consulting) Chon Phung Lim Senior Vice Presient Oracle Asia Pacific (Support)

5 Why? Voice of our Customers Superior Ownership Experience Customer executives have expressed the the desire to build collaborative partnership. Trusted Business Partner Effective Two-Way Communications Build Relationship Value Add (proactive) Responsiveness & Issue Resolution Implementation Effectiveness Risk Mitigation Cost Reduction Ease of Patching & Upgrade Attractive ROI High Rate of Adoption Solution Quality & Performance Flexible or Creative Business Practices * e.g., CIO Advisory Boards

6 Build key account program

7 Introduction to Key Accounts Program Corner Stones to ensuring your business success CONFIDENTIAL - ORACLE RESTRICTED Page 7

8 Introduction to Key Accounts Program Holistic approach to ensure your business success CO 2 Customer 1st.. Oracle 2nd Dedicated Key Account Director to be the single point of accountability to you Industry experts to assist your product roadmap and usage Business result focus A trusted Business Partner Helping you maximise the potential of our Best in Class solutions 50+ Product Acquisitions to date Senior Executive commitment to your success Continuous Improvement Programs to drive higher service levels to increase customer satisfaction Priority escalation and responsiveness to Issue Resolutions Creating Value across the stages of your business cycle Leveraging the expertise and knowledge from all our Lines of Businesses CONFIDENTIAL - ORACLE RESTRICTED Page 8

9 Our Commitment to you Dedicated Engagement Team Making it easier for you to engage with Oracle A dedicated team and investing in additional expert resources From: Multiple touch-points To: Single point of accountability Client Management Marketing Sales Operations Legal Finance Applications Technology Fusion Middleware Alliances & Channel Consulting Support & Services Embedded Products Education Industry Expertise Support Engineers Product Development Customer Care Client Services Customer Services (Product) Support & Product Dev. Key Account Director Executive Sponsor Customer Care (Non Product) Business Services Client Advisory Client Advisors * Industry Solution Specialists Product Specialists (Sales / Pre-Sales) Support Product Development Marketing Sales Operations Legal Finance Applications Technology Fusion Middleware Alliances & Channel Consulting Support & Services Embedded Products Education

10 Our commitment to you Doosan Key account team Client Management Executive Sponsor Key Account Director Moon Won Myungkoo Park Client Services Customer Care Product Support Jongho Lee Sanghoon Lee Client Advisory Business Support Sales Specialists IBU GBU Business Insight Solution Architect Implementation Sales Operations Finance Marketing CGBU Technology CRM ERM BI MW Consulting Oracle University Support Renewal Support On-Demand Alliances & Channels SeungKyeung Han Sanghoon Lee Hongkyu Kim Dongwoong Lee NamKern Kwon Sungdae Lee Steve Goh Hyungkyo Kim Sejin Park Bongnam Go Changwook Bae Jungsun Seo Byungcheol Choi Cheolho Choi Wookhwan Jeong Shinkyoo Kang CONFIDENTIAL - ORACLE RESTRICTED Page 10

11 Our Commitment to you Exclusive benefits for our Key Accounts Customer 1 st Focus on your business success, strategies and goals Collaboration to align to your priorities Commitment to improve our services Obtain maximum value from your investment in Oracle Value Add NEW Value Add Service Offerings across all stages of your business life-cycle Benefit Realization NEW Investment of Client Advisor / Industry Experts as Trusted Advisor to contribute in Industry Best Practices to plan, deliver and operate Commitment NEW Executive Sponsorship to ensure commitment and strategic partnership with Oracle and access to our product development group Accountability NEW Key Account Director as single-point of accountability to our business relationship NEW Customer Care Director to proactively ensure overall satisfaction and service levels NEW Customer Services Manager to proactively handle product related issues Priority NEW Escalated process to issue resolution Oracle Boards NEW Invitation to Oracle Executive Boards and Industry Councils

12 Our commitment to you Customer Life Time Value Management Providing you with Value Add Services across your business cycle Account planning Collaborative Planning Industry Best Practices Market / Business Insights Strategic Visioning Business Architecture and Solutioning Strategize and Plan Executive Sponsorship Program Collaborative innovation Business Success Implement and Transform Executive Sponsorship Customer Steering Committee Client Advisory Services Collaborative Solution Design Design review and implementation QA Go Live events Annual Performance Review include: Operational Assessment Support Assessment Industry and Product Roadmap / Updates Improve and Optimize Business Improvements Value Realization Operate and Measure Post Implementation Value and Business Benefits Assessment Customer Satisfaction Assessments Service Improvement / Recovery Planning Customer Forums

13 Our commitment to you Overview: Customer Satisfaction Assessment Step Step Step Step Customer Survey Customer Satisfaction Customer Interviews Root Cause Analysis Quantitative Analysis Oracle s Performance Qualitative Analysis Action Planning Assessment of Oracle s performance Level 1 Level 2 Level 3 Level 4 Level 5 Poor Needs Neutral Good Exceptional At Risk Improvement Vulnerable Neutral Strong Exceptional Relationship & Trust Collaboration & Partnering Knowledge & Expertise 5.53 Value Realisation 4.08 Product & Services Quality 4.83 Mean Index: 4.51 (Level 3 Neutral) Survey Participants Satisfaction Assessment Participant Interview Collaborative Planning Participants identified by key sponsor e.g., Business Users & IT Web survey issued to participants to measure satisfaction of Oracle s performance Follow-up reminders to ensure adequate response Dimensions key to Superior Ownership Experience 1. Relationship & Trust 2. Collaboration & Partnering 3. Knowledge & Expertise 4. Value Realisation 5. Product & Service Quality Representative group of participants to identified by key sponsor to gather qualitative customer feedback to responses Identify Root Causes of dissatisfaction and develop corrective actions Identify areas for continuous improvement Provide on-going collaborative planning & support

14 Our commitment to you Customer Focus addressing your business needs As a commitment to ensure your business needs are met, we are offering a dedicated team and advisors to focus our efforts and attention to your business success. Our commitment: Executive Sponsorship Single point of accountability Ensuring alignment with your business objectives and executing based on your priorities Access to industry and product experts as trusted advisors to your business Priority escalation to issue resolution Proactive services to ensure customer satisfaction and business success Invitation to advisory boards and industry councils in chartering Oracle s product and services CONFIDENTIAL - ORACLE RESTRICTED Page 14

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