Technology to Change your Sales Game
Today’s Speakers:
Jennifer Brandenburg, Vice President of Sales for Oracle CRM On Demand
Shadi Baqleh, Director of Solutions Sales, WebEx
WebEx Confidential
Technology to Change your Sales Game
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Technology to Change your Sales Game
Today’s Speakers:
Jennifer Brandenburg, Vice President of Sales for Oracle CRM On Demand
Shadi Baqleh, Director of Solutions Sales, WebEx
WebEx Confidential
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CRM OnDemand and Webex
Jennifer Brandenburg, Regional Vice President Oracle, CRM OnDemand
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.
Today’s Agenda
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Oracle Profile
CRM Business Advantage
The Oracle Webex Advantage
Oracle Social CRM
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Oracle Profile
Oracle At-a-Glance
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$17.99 Billion Revenue, FY07
$2.19 Billion R&D Budget, FY06
275,000 total customers
220,000 database customers
30,000 applications customers
30,000 middleware customers
4,000 CRM customers
17,700 partners
60,000 employees
14,000 developers
7,000 support staff
Operating in 145 countries
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CRM Business Advantage
CRM Addresses
Sales Challenges
Oracle Differentiator
CHALLENGES
• Measure sales effectiveness
• Create contact strategies,
maintain them and measure
performance
• Get insight into customer
contracts, contacts and other
specifics for all customer
facing employees
• Measure analyze and report
conversion rates allowing sales
to improve its activities and
become more
effective/productive
• Analysis and management
reporting
CAPABILITIES
• Prebuilt, comprehensive CRM
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functionality
Next generation usability
leveraging the latest web 2.0
browser technology
Hosted solution, no capital
expenditures (Frees up IT
resources)
Built-in Analytics data warehouse
for instantaneous business insight
Prebuilt integrations to Oracle
EBS provides 360°view of the
customer
Built-in Sales Coach to deploy
sales best practices across
business units
Integrated virtual call center with
Call Center On Demand
Integrated email marketing with
Email Marketing On Demand
Integrations to Microsoft Outlook
and Lotus Notes
VALUE
• CRM On Demand is easy to use,
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administer, and fast to deploy
Integrated dashboards provide
actionable insight at point of
customer interaction
Integrated solution of CRM OD,
Call Center OD and email
Marketing OD provides 360°view
of all customer interactions
Use CRM On Demand Integration
Pack (PIP) for Oracle EBS¹ for
prebuilt integrations of front and
back office
Sales Coach increases productivity
and effectiveness of sales users by
ensuring DLL best practices are
followed
CRM On Demand
Tools For Customer Insight
360°customer view
Customer trends and analysis
Pre-built integration to back office
CRM On Demand
Tools For Management
Performance dashboards
Business trending
Vertical best practices
Channel Optimization
CRM On Demand
Tools For The Front Line
Intuitive, Internet-driven UI
Sales coaching and assessment tools
Virtual call center
Closed loops marketing
Multi-channel service
Pre-built Industry
Specific Editions
Pre-built solutions that deliver industry-specific capabilities at the
UI, data model, and process levels
Financial Services
Life Sciences
Referral/lead management
Household/contact management
Financial profiling and portfolio tracking
Customer analysis
Medical education/events management
Complex relationship management
Medical field sales planning and forecasting
High Tech
Automotive
Asset management
Marketing fund management
Account, contact, & opportunity mgmt
Quota management
Dealer profiling
Vehicle & dealer service management
Retail and Fleet opportunity management
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The Oracle Webex Advantage
The Oracle Advantage Delivered
Oracle CRM On Demand
Industry-specific CRM
• Comprehensive CRM Solution
• Pre-built integration
• Industry leading Oracle
technology
• World class hosting operations
• Validated CRM leadership
• Key Partnerships
Sales
Marketing
Service
Built-in Contact Center
Embedded Analytics with
BuiltBuilt-in Data Warehouse
Customization, Integration
& Extensibility
WorldWorld-Class, SingleSingle-Vendor
Hosting Infrastructure
Easy to Use | 360° Customer View | Pipeline Visibility & Business Trending
Browser Architecture
• Web 2.0 Design for Ease of
Use
• Supports Integration with
external applications
CRM On Demand & WebEx Partnership
Benefits of a Unified Solution
• Ensures a single version of data for Accounts, Opportunities,
Contacts when scheduling a meeting
• One single place to track and manage all WebEx appointment
activity
• Effectively manage your sales process through effective
reporting and analysis
• One, unified environment (single sign-on)
Scheduling/Starting Sales meetings from
Oracle (Accounts, Opportunities and Contacts tab)
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Oracle Social CRM
Social CRM Applications at Work
Sell
Oracle Sales Prospector
Determine the next best
product for accounts in
sales rep’s territory
Community
Insight
Communicate with
customers and
provide industry
insights via
customer
community
Oracle Sales
Campaigns
Analyze
Territory
Collaborate
Run
Campaigns
Effectively reach prospects
to build quality leads
On the
Go
Communicate
& Provide
Insight
Oracle PDA Sales
Assistant
Propose &
Close Deals
Pricing Analysis Tool
Analyze optimal pricing by
reviewing pricing variance
by product, customer,
market and win-loss
information
Sales Rep
Create
Presentations
/RFPs
Social Network
Oracle Sales
Library
Leverage sales
network to build
quality collaterals
Get
References
Reference Trading
Trade references to
decrease time to find quality
references
Customers
Only Oracle and Webex
Complete Solution Delivery Web 2.0
Leadership
Unsurpassed industry, applications, technology,
and expertise
Innovation
The most innovative, complete, secure and standardsbased applications & solutions
Results
Unparalleled, measurable business results
for our thousands of customers
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Thank You!
Jennifer Brandenburg, Regional Vice President Oracle, CRM OnDemand
Technology to Change your Sales Game
Shadi Baqleh, Director of Solutions Sales, WebEx
WebEx Confidential
Selling Models
Objective: Highest sales productivity, lowest resource usage,
shortest sales cycles
High
Engagement
High-touch
Low
WebEx Confidential
Web-touch
Low-touch
Resource Utilization Effectiveness
High
How Buyers Buy
• Decision Making Variables
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1. Motive
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2. Urgency
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3. Impact, Payback, Return
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4. Consequences of Staying (No Decision)
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5. Risk of the Trip / Risk of Implementation
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6. Resources or Means
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Meeting More Customer Needs with Web-Touch
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Stronger Engagement
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Faster Knowledge Transfer
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Idea of Inclusion
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It’s not how long it takes to hold this meeting
It’s how long it takes to get to the next meeting
Better utilization of Resources, i.e., SME’s & Product Specialists
Engage Anytime
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More stakeholders involved
Engage NOW – Instant Access
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More touch points, more often
During meetings
Between meetings
Address the sales teams’ concern – “What’s in it for Me?”
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Focus on more opportunities
Better quality opportunities
WebEx Confidential
Web-Touch Sales and Marketing Model
See how easy it is:
1. Generate
Web Traffic
5. Close
the Deal
WebEx Confidential
2. Capture
Leads
3. Engage
Online
6. Welcome
Customer
4. Need An
SME?
7. Train and
Support
Accelerate with Web-touch
Develop business
strategy and define
initiatives
Determine
requirements
Evaluate
options
Resolve issues
& finalize
contracts
Select
solution
Implement &
evaluate
success
WebEx Selling® SALES PROCESS STEPS
Prospect
Call-out
Discovery
Solution
Agreement
Contract
Win
SALES PROCESS MILESTONES AND VERIFIABLE OUTCOMES
Territory Plans
Effective
marketing
campaigns
Selling plays
Meets marketing
criteria
Driving concerns
identified
Access to
Decision Maker
Action Plan
underway
Initial
qualification
established
Action questions
answered
Quantify value
Pre-proposal
review conducted
Potential
Sponsor
identified
Sponsor agreed
to move forward
Access to DM
negotiated
Agreed to
above in
Concern
Confirmation
Establish solution
Discover
purchasing
process
Action Plan
proposed
Action Plan
agreed upon
Negotiate pricing
and terms and
conditions
Legal terms and
conditions
Signed
documents
Contract
negotiation
in process
Buying decision
made
Verbal
approval
received
MANAGEMENT SYSTEM
10%
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25%
50%
75%
90%
100%
WebEx Use Example: Call Preparation
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WebEx Use Example: Effective Discovery
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Internally Facing
Externally Facing
Sales 2.0 Technology Platform
Propose
Email
Touch
Score
Plan
Team
Forecast
Engage
Train
Measure
Acquire
Research
Engage
Data
Generate Leads
Manage Accounts
Know Solutions
Execute Operations
Obtain
Intelligence
People
Present
Practices
Exchange
Track
Track
Discover
Products
Approval
Results
Ship
S&V
Expense
Travel
Change
Pricing
Forecast
Activity
WebEx Confidential
Systems
Book
Evolution, Innovation and Competitive Advantage
Sales 1.0 Sales 2.0
Company formulated sales process
Customer empowered sales process
Buyers educate themselves before they engage a
salesperson
Marketing and Sales are integrated and
interdependent
Selling Solutions
Helping customers win
High-efficiency vs. high-touch
High-efficiency AND high-touch
Volume vs. Relationships
Relationship-driven volume
Activity rules
Customer-tested process rules
Sharing knowledge with prospect
Marketing Silo vs Sales Silo
Flying, driving and coordinating meeting schedules
Engaging anytime, anywhere
Count every activity
Technology enhances prospect engagement and
makes sales reps more effective
Measure activities that count
Forecast probability
Forecast predictability
Pipeline volume
Pipeline shape and velocity
Technology is a management burden
Mass prospecting builds a limited linear funnel
WebEx Confidential
Network/Community of unlimited opportunities
Managing by what my reps say
Managing by what my prospects say
Hoarding best (and worst) practices.
Sharing best practices
Thank You!
Shadi Baqleh, Director of Solutions Sales, WebEx
WebEx Confidential
Q&A
Jennifer Brandenburg, Regional Vice President Oracle, CRM OnDemand
Shadi Baqleh, Director of Solutions Sales, WebEx
WebEx Confidential