<Insert Picture Here> Transforming Companies to Survive & Thrive in the Customer-Driven Age Oracle Siebel CRM 8. 박성환상무 CRM Applications

<Insert Picture Here> Transforming Companies to Survive & Thrive in the Customer-Driven Age Oracle Siebel CRM 8 박성환상무 CRM Applications

Safe Harbor Statement 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. 2

Key Messages #1 in CRM Over 5M+ agents & 125M+ registered selfservice 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 & realtime 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 3

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 4

Applications Unlimited Ongoing development and new releases of all product lines indefinitely Version 8.9 Version 9 Unlimited Version 8.11 Version A7.3 & A8.1 Version 8.12 Version A9 Unlimited Unlimited Version 11i.10 Version 12 Unlimited Version 7.8 Version 8 Unlimited FUSION Unlimited 5

Oracle Lifetime Support Continuous indefinite support of current releases Premier Support Extended Support Sustaining Support Unlimited 0 1 2 3 4 5 6 7 8 9 10 Years of Support 6

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 7

Application Roadmap Evolve now by leveraging currently available Fusion technologies Adopt new Fusion applications & technologies as they become available Migrate but 2005 only when 2006 you re ready to the 2007 Fusion Application 2008 Suite, 2008 and beyond Fusion Architecture Introduced Application Product Families Certified on Fusion Middleware Fusion Middleware Web Services Identified User Experience Design Completed Functional Architecture Defined Application Product Families Certified on Fusion Middleware Operational Dashboards Delivered First Fusion Applications Data Hubs and Transaction Bases Released on Fusion Middleware Upgrade Architecture Completed Operational Dashboards Delivered Fusion Application Suite Available The above reflects Oracle's current development plans, which are subject to change at any time 8

Ten Things You Can Do Now to Prepare for Fusion Applications 1 Rethink your Customization Strategy 2 Consider Master Data Management 3 Move to SOA-Based Integration 4 Extend your Business Intelligence Portfolio 5 Adopt Enterprise Reporting & Publishing 6 Secure your Global Enterprise 7 Consider Grid Computing 8 9 Centralize your Lifecycle Management 10 Upgrade to the E-Business Suite R12 Prepare a Fusion Project Plan 9

The CEO s Agenda: Growth is the Focus * Strategic Priorities Increase Market Share Increase Revenue Acquire New Customers Enhance Value of Existing Customers Challenges Inconsistent Customer Experience Business Model Complexity Technology Limitations The Economist: CEO Briefing Corporate Priorities for 2006 and beyond 10

Growth Through Customer-Driven Transformation Customer Customer Dept A Dept B Dept C Multichannel, Self-Service Sales, Marketing, Service Best Practices Business Intelligence & Real-Time Decisons Dept A Dept B Dept C Legacy HR Custom ERP ERP OSS SCM Custom CIF CRM CIF ERP Custom Legacy HR Process and Master Data Integration CRM ERP CIF OSS SCM Custom Legacy 11

Commitment to CRM Innovation Customer Adaptive CRM 5.0 M Transformational CRM 5.6 M CRM for Everyone, Enterprise BI CRM On Demand Multichannel CRM Best Practices CRM Analytics, Standards- Based Integration 2.17 M 3.0 M Siebel Systems Founded Enterprise- Class SFA Integrated CRM Integrated Sales and Customer Service Mobile SFA 500 4,000 20,000 Industry-Specific CRM 60,000 200,000 600,000 1 M 1.3 M 1993 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 12

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 13

Oracle CRM Transformational CRM ebilling SFA Call Center Order Mgmt Marketing/ Loyalty Incentive Comp Self Service PRM Field Service 14

The Right CRM for Your Company Simple CRM Broader CRM Transformational CRM 15

The Right CRM for Your Company Simple CRM Me Too CRM Transformational CRM 16

Superior User Experience Empowering Users :: Task Based User Interface 17

Embedded Intelligence Empowering Users :: Embedded Intelligence 18

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 19

Information Discovery Empowering Users :: Enterprise Search 20

Empower Users World Class Search Secure 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 21

Empowering Knowledge Workers Empowering Users :: Email and Collaboration 22

Empower Users - Task Based User Interface Reduce 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 23

Microsoft Desktop Integration Collaboration 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 24

Empowering Customers Empowering Users :: Self Service, ecommerce, ebilling 25

Responding to Customer Needs Only Oracle Puts Users in Control of Business Process Change CAMPAIGN DESIGN PROCESS Direct Marketing Brainstorm proposed programs Manage Marketing Calendar Develop campaign strategy Author content Edit and Review content Approve content Marketing Operations Design Campaign Flow Review with Stakeholder Test Campaign Release Campaign Marketing Analyst Develop segmentation Business Responsiveness :: Graphical Task Authoring 26

Responsible and Responsive Only Oracle Puts Users in Control of Business Process Change Table structure accelerates rules creation and maintenance. Business Responsiveness :: Tabular Business Rules Editor 27

Single View of the Customer Business Responsiveness :: Master Data Management 28

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 29

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 30

Deep Industry-Specific Expertise 31

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 Teller Marketing, Sales, Service Core Banking Financials Human Resources Banking Analytics Insurance Agent/ Channel Mgmt Underwriting Policy Admin Order & Claims Service Management Fulfillment Financials/ Network Profitability Management Financials Human Resources Insurance Analytics 32

What s new in Siebel 8 for Life Science? Enhanced Clinical Trial Support Streamlined Territory Management and Alignment Japanese Market Support Physician Portal Marketing & Sales Procurement & Planning Clinical Trials Management Corporate Admin Life Sciences Analytics 33

What s new in Siebel 8 for Public Sector? New Case Management Enhanced Incident Management Offense Management Location Tracking Evidence Management Investigative Lead Management Constituent Service Case Management SRM/ Procurement Financial Management HR & Payroll Admin Public Sector Analytics 34

Industry Specific Business Intelligence Auto Comms. & Media Complex Mfg. Consumer Sector Energy Financial Services High Tech Insurance & Health Life Sciences Public Sector Travel & Trans Sales & Order Analytics Pipeline Analysis Service & Contact Center Analytics Churn Propensity Marketing Analytics Campaign Scorecard Financial Analytics Receivables / Payables Analysis Supply Chain Analytics Supplier Performance Workforce Analytics Employee Productivity Order to Cash Customer Satisfaction Response Rates Customer Profitability Inventory Analysis Compensation Analysis Sales Team Effectiveness Resolution Rates Product Propensity Product Profitability Procurement Cycle Times Compliance Reporting Up-sell / Cross-sell Service Rep Effectiveness Loyalty and Attrition Regulatory Compliance Inventory Availability Workforce Profile Triangulated Forecasting Service Cost Analysis Market Basket Analysis Expense Management Employee Expenses Turnover Trends Lead Conversion Service Trends Campaign ROI Cash Flow Analysis BOM Analysis Return on Human Capital Prebuilt adapters: Other Operational & Analytic Sources Oracle BI Suite Enterprise Edition 35

Complete CRM On Demand Fast Easy Industry-specific CRM Smart Sales Marketing Service Built-in Contact Center Embedded Analytics with Built-in Data Warehouse Customization, Integration & Extensibility World-Class, Single-Vendor Hosting Infrastructure Ensuring Value :: Siebel CRM OnDemand 36

Flexible Deployment Options On Demand On Premise Hybrid seamless integration Only Oracle offers a choice of On Demand, On Premise, and Hybrid Solutions Ensuring Value :: Choice of Hybrid Deployment 37

Siebel 8 a Proven CRM Platform SOA-enabled CRM Fusion Middleware Certified Application Deployment Management Performance, Scalability and Reliability for Multi-channel CRM Ensuring Value :: SOA-Enabled CRM 38

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 high performance and scalable manner 39

Siebel 8 SOA-Enabled CRM 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 40

Siebel 8 & Fusion Middleware Certification Integrated Front-to-Back Sales, Marketing, & Service Empower Users Task Flows, Process Flows and Insight-Driven Dashboards via Analytics Oracle Fusion Middleware SOA Content Web Services Sales Service Marketing C/OM Enable Business Responsiveness Ensure Value Self Service CRM ERP Legacy MDM 41

Transformational CRM at Rabobank 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 Company Profile 7MM customers, 1200 Branches Top 3 bank in Netherlands Full range of banking services CRM Program Goals Branch, Call Center, Internet Increase Sales Reduce cost $20M per Year Oracle Products Siebel Sales & Call Center Oracle Fusion MW Siebel Analytics Benefits of Oracle CRM Solution Achieved sales & cost reduction goals Sales Cockpit for lead & contact management Build once, use across channels Consistent customer experience & data capture Requirements for Extended CRM 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 42

Select Siebel 8 Customers & Partners 43

Extending CRM Product Leadership B2B CRM B2C CRM CDI Oracle/Siebel Oracle/Siebel Sales Customer Service & Support Field Service Oracle/Siebel Oracle/Siebel Oracle/Siebel Oracle/Siebel 44

Most Experience Making Customers Successful 63,797 63,600 41,335 39,100 35,000 31,650 30,000 25,000 24,300 20,000 17,900 16,300 63,797 63,600 41,335 30,000 16,000 16,000 14,900 13,800 13,000 13,000 11,030 10,630 10,500 9,570 8,700 8,230 45

Transformational CRM Delivers Results 30% increase in customer satisfaction 32% increase in new retail checking customers Doubled profits in two years 20% increase in callhandling speed $31 million savings in call center costs $6.2 million in incremental orders $17 million per month savings 25% reduction in call handling times 46

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 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 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 Enable Business Responsiveness Enable the business to respond to ongoing business process changes and to directly improve the customer functionality experience 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 Ensure Value Provide choice by supporting multiple interfaces deployment and options web channel and ease of integration at the lowest cost SOA Web Services to enable development of custom user Significantly improved application deployment management Improved scalability and manageability Expanded Fusion middleware certification 48

<Insert Picture Here> Transforming Companies to Survive & Thrive in the Customer-Driven Age Oracle Siebel CRM 8