North American Sales CRM On Demand Monday – Aug 24, 2009

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COMPANY CONFIDENTIAL – FOR INTERNAL USE ONLY

North American Sales

CRM On Demand CRM On Demand Monday – Aug 24, 2009

Contact On Demand (COD)

Partner Enablement Program

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WELCOME• Call Attendees

Oracle’s NAS Application Partners Oracle’s Internal Sales Teams

• Webcast Communications Always recorded Replay link is posted on OPN in about 5 – 7 working days OPN > Company Initiatives > North American Applications Resellers

> Education> Webcast Replays Or ask for the link from your Channel Manager

• Today’s Presenters Balaji Sundara Sr. Mgr.; COD Product Management Team Jeffrey Kirsh Mgr.; COD Partner Enablement Manager Tim Koehler Director, CRM On Demand Product Marketing Michelle Hoover Director, NAS Apps Reseller Program

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Today's Agenda

Enablement Program Plan Objectives

CRM OD & COD Value Proposition

What is the COD Partner Enablement Program

Partner Participation

Program Deliverables and Oracle Support

Contacts for Further Assistance

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COD Partner EnablementGo-To-Market Objective

Drive more Contact OnDemand Drive more Contact OnDemand license saleslicense sales

• Currently, partners are required to engage OCS to assist or fully implement

• Our goal is to create a robust implementation community of fully enabled partners to support MIDSIZE COD opportunities

• Our NAS A&C, COD Product Management and CRM Product Marketing are collaborating on creating a COD partner enablement program

• We feel this will strengthen the investment our NAS CRM OD partners have made in Oracle and CRM OD.

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Today's Agenda



Program Details




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CRM On DemandContact On Demand

• Deepest CRM– Sales– Marketing– Integrated contact center– Analytic subject areas

• Unmatched Usability– Voice and email channels

• Cross Industry applicability– Every Industry needs call center

• Enhanced customization, extensibility, and integration

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Tackling the Toughest Service Challenges

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• Uncover hidden demand for

contact center

• Upsell COD to CRMOD

customers

• Focus on service opportunity

• Drive every qualified

opportunity

More Revenue Opportunity for Our Partners

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Contact On Demand vs. Competition

CRMOD + COD Salesforce.comSAP-BCS (Wicom)

Integrated Real time Call Center and CRM Analytics

Yes Limited Unknown

Integrated Historical Call Center and CRM Analytics

Yes Limited Unknown

Product Support 24x7x365

Oracle Support

CRM – SFDC

Call Center- 3rd party

SAP

Integrated Multi-Channel ACD Yes No Limited

CRM Hosted By Oracle SFDC No Hosting

Call Center Hosted By Oracle 3rd Party No Hosting

Product/Solution Available since 2004 March 2008 ?

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• One Vendor. Oracle Brand

• Presence in the market

• Unified agent and customer experience

• Out of box pre-integrated solution (OD and OP)

• Analytics

• One data center- highly secure

COD :Key Differentiators

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Today's Agenda



Program Details




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COD: Partner Program Details

• New program driven by NAS Alliances and Channels

• Enables CRMOD partners - resellers / integrators - to become

accredited for implementing COD

• Eliminates the requirement to engage OCS for COD implementations.

• No cost to join COD Enablement Program

• Focus on Mid-Market: Companies with < $500 in revenues

• Partner agrees to sell 1 deal per quarter.

• Access to Oracle Training / Forums

• Program is in Beta stage now with 7 partners

• General availability planned for Q4FY10

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Today's Agenda



Program Details




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Current Status of Enablement Program

• Beta Program - Phase 1

– Started Q1 - FY10

– All are CRM On Demand partners today

– Combo of resellers and system integrators

– MTSI, Promero, Serene, CD Group, AMX,

easyCRM, CRMiT• Beta Program – Phase 2

– Enrollment in Q2 - FY10– Participation in Q3 - FY10

• Program – General Availability– Q4 - FY10

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COD: Phase 1 - BetaPart 1• Beta Partner completed 2-week Train-the-Trainer

training in July.• Will complete all developed training modules and

provide feedback / identify any gaps

Part 2• Beta Partner required to fully implement 1 deal by the

end of Q2 FY10, with Oracle oversight.• COD Operations evaluates the partners

implementation process and documentation.• Provides feedback at several “health checks”

throughout the implementation cycle.• Letter acknowledging COD Partner Accreditation after

successful completion of the program

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Part 3

– Online courses being developed by Oracle COD Team– They will be offered as self-paced recorded webcasts via

OU• Creating Workgroups, Projects and Campaigns• Programming a IVR Script• Enabling COD within CRM OD• Generating Reports• Advanced Administration Functions• Working with COD Operations• How to Manage the Customer

– ILT courses under consideration• COD Presales...Identifying and Qualifying COD Opportunities• COD Best Practices workshop

COD: Phase 1 - Beta

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COD: Partner Expected to Provide End-User Customer Training

• Partners will provide the necessary training to the end-

user.• Agent Training

• Supervisor Training

• Administrator Training

• Partners will handle end-to-end project management

and follow-on Q&A with their customer.• Partners will have access to COD Forum to obtain answers

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Plans For Additional Partner Participation

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COD: Phase 2 Beta - Other Partners• Beta Phase 2 planned for December ‘09 • 10 Partners will be accepted via nomination• Process will be sent to NAS Channel Managers in mid-September.• Nominations accepted in late October (Rene’ Chapman will handle)

– Must be a CP / CAP – certified CRM OD Partner– Must have an opportunity to implement in Q3FY10– Nomination questionnaire will be required

• Sample questions: Do you currently implement CRMOD? Describe experience and resources and customers. CRM license revenue sold or influenced & units in last 12 months What market segments? Describe telephony experience

• Webinar based training starts in Q3 FY10 (December ’09)• Beta 2 Partners will be required to take these courses• Partners are requiredare required to successfully complete the OU CRM OD

Administration Essentials course

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COD: Partner Enablement Program – General Availability

• Program fully available in Q4 FY10– All training available online in OU

– Product and Admin Training

– Pass assessment test with 80%

• Accreditation is based on successful completion

– Partner implements 1st COD deal

• COD team will assist partner with 1st implementation

• Assistance provided FREE of charge

• Successful implementation, a letter from COD operations

accredits the partner

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OCS Must Be Engaged –OCS Must Be Engaged – Until General Availability is Announced

• Business as Usual – Partner must engage OCS for a COD implementation

• OCS & Partner will develop a joint implementation plan

• This requirement will continue until Partner has become accredited

• Contact information:– Tom Herold– Work Phone: 678.828.0204– Email: tom.herold@oracle.

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Today's Agenda



Program Details




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COD Program Deliverables and Assets

Once in the enablement program:

• Access to Call Center CRM Home

http://crmondemand.oracle.com/en/products/call-center/index.htm

• COD courses and webinars via OU

• Marketing and Sales Collateral

• Documentation

• MetaLink access

• COD Forum “interactive” participation

– Partners can post questions on Forum with their registered Metalink Login

• Plans to develop “How to work with COD for Custom Development”

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COD: Support Model Upon “Go-Live”

Stage1: 1st week of Application in Production– COD Ops Team still provides some assistance with

customer training and application issues.

Customer -> Partner Support -> COD Ops team

Stage2: After week 1 of Production

Customer calls Oracle directly

Customer ->Oracle Customer Care-> COD OPS team

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Today's Agenda



Program Details



Contact for Further Assistance

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COD: Contact

• Jeffrey Kirsh

COD Partner Enablement Manager

[email protected]

+1 (813) 451 4546 (Work)

+1 (813) 451-4546 (Cell)

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Summary

• Unhidden demand for COD – great upsell with CRMOD • Drive additional Sales & Services revenue • Our goal is to enable our Partners – self sufficiency• No OU training costs to become accredited• Partner Enablement Program – in Beta Stage

– Next wave for Partners commences in December

– General availability planned for early Q4FY10

• Until GA, partners must still engage OCS• Have your consultants complete the 4-day Live Virtual OU Course >

CRM OD Administration Essentials (Course ID: D56680GC10)http://education.oracle.com/pls/web_prod-plq-dad/db_pages.getCourseDesc?dc=D56680GC10&p_org_id=1001&lang=US

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Documents

North American Sales CRM On Demand Monday – Aug 24, 2009