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1 <I <Insert Picture Here> t Pi t H > Industry - PDF document

Feb 16, 2024 •142 likes •541 views

1 <I <Insert Picture Here> t Pi t H > Industry Leaders Combine to Deliver Best-In Class Cross-Channel CRM Retail and Commerce CRM, Retail, and Commerce The following is intended to outline our general product direction. It is

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  2. <I <Insert Picture Here> t Pi t H > Industry Leaders Combine to Deliver Best-In Class Cross-Channel CRM Retail and Commerce CRM, Retail, and Commerce

  3. 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 and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. 3

  4. Agenda • Oracle & ATG Together – Strategic Rationale O l & ATG T th St t i R ti l • Oracle & ATG – Unified Product Strategy • Customer & Partner Feedback 4

  5. 5 Strategic Rationale Strategic Rationale

  6. Oracle & ATG Together – Strategic Rationale • Businesses want to reach customers and carry out commerce through multiple channels • Businesses want to provide customers with common business processes • Businesses want to provide customers with common business processes and a unified experience across channels • Oracle & ATG together provide a complete and best-of-breed suite of products products - technology & applications (CRM, Retail, Supply Chain, ERP) - technology & applications (CRM Retail Supply Chain ERP) to enable cross-channel CRM, retail, and commerce • Oracle & ATG have a clear strategy and phased roadmap to integrate th i their products and rapidly deliver this unified vision d t d idl d li thi ifi d i i • Customers, partners, and analysts have reacted positively to the acquisition and combined product roadmap 6

  7. Oracle and ATG Address a Significant Market Opportunity 1 e-Commerce Software 2 Retail Applications Software 3 CRM Software ATG is the Leading e-Commerce Software Provider Oracle is the Leading CRM and Retail Applications Provider g pp SOURCES: 1. ATG Internal Estimate; 2. IDC, 2010 Worldwide Software Market Forecaster Vertical Markets Worldwide Market Level – December 2010 – Worldwide Application Software for 2009; 3. IDC, Worldwide CRM Applications 2010-2014 Forecast Update – September 2010 7

  8. 7 Reasons Why Companies Need ‘Cross Channel’ 1. Companies must interact with customers across more channels 2. These channels only support siloed processes, requiring duplication 3. These siloed channels dramatically increase integration expense 4 LOBs cannot make smart trade-off decisions to effectively align to KPIs 4. LOBs cannot make smart trade off decisions to effectively align to KPIs across channels 5. CRM is not leveraged by today’s cross-channel customer journeys g y y j y 6. Frustrated customers lead to lost wallet share, loyalty and revenue 7 C 7. Customer channels will increasingly leverage Web technology t h l ill i i l l W b t h l 8

  9. Companies Must Interact with Customers Across More Channels Store Call Center Field Service Online Mobile Social Kiosks Clienteling Clienteling 9

  10. These Channels Only Support Siloed Processes Social Mobile Online Store Call Center Field Service PRICING PRICING PRICING PRICING PRICING PRICING PROMOTIONS PROMOTIONS PROMOTIONS PROMOTIONS PROMOTIONS PROMOTIONS ORDER CAPTURE ORDER CAPTURE ORDER CAPTURE ORDER CAPTURE ORDER CAPTURE ORDER CAPTURE LOGIC LOGIC LOGIC LOGIC LOGIC LOGIC DATA DATA DATA DATA DATA DATA 10

  11. Siloed Channels Dramatically Increase Integration Expense • Integration of end-to-end processes spanning multiple systems • Replication of business logic and rules across • Replication of business logic and rules across channels • Replication of business process across channels • Replication of data across channels • Replication of business planning and management across channels across channels • Investment in multiple middleware systems and technology stacks 11

  12. LOBs Cannot Make Smart Trade-Off Decisions to Effectively Align to KPIs Across Channels g Cross-Channel Merchandise Optimization oyalty ormation & Lo Cross-Channel Merchandise Execution Customer Info Store eCommerce/ Mobile Catalog Merchandising Merchandising Merchandising Point-of-Sale P i t f S l W b St Web-Store/Mobile /M bil C Call Center Buying Behavior, Loyalty, & Buying Behavior, Loyalty, & Buying Behavior Returns Management Returns Management Cross Channel Inventory Visibility Available to Promise & Fulfillment Cross-Channel Inventory Visibility, Available to Promise, & Fulfillment 12

  13. CRM Is Not Leveraged By Today’s Customer Journeys Research Shop Buy Pickup Service Buy Online Buy Online Web Web Comparison Site Chat Contact Contact Call to Research Accessory Center Center Place Order Visit Retail Store Return in Store In-Store In-Store Local Store Kiosk Begin Browse Catalog Catalog Catalog Catalog Order Mobile Mobile Google Product Info Device Device Device Device Search Search Email Order eMail eMail Confirm w/Rec Facebook Share Experience Troubleshoot Read Reviews Social Social Fan Club Fan Club on Twitter on Twitter On Community On Community 13

  14. Frustrated Customers Lead to Lost Wallet Share, Loyalty and Revenue y y CUSTOMER FRUSTRATION CUSTOMER FRUSTRATION LOST REVENUE LOST REVENUE Percentage of customers dissatisfied g with cross-channel experience Revenue lost by enterprises in 16 key global economies due to customer defections and abandoned purchases Percentage of multi-channel customers that switch vendors after customers that switch vendors after a single bad experience 14

  15. Customer Channels will Increasingly Leverage Web Technology Ki Kiosk k P i t Point of Sale f S l Mobile Shopping Clienteling GET /index.html HTTP/2.0 Host: www.example.com HTTP HTML Java 15

  16. Companies Want a Single-Provider Solution That… • Leverages customer information from all channels and systems • Manages interactions across all channels • Manages interactions across all channels • Unifies commerce , merchandising , marketing , and service across all g , channels • Provides personalized, choreographed consumer journeys across all channels consumer journeys across all channels • Integrated to supply chain management, and order orchestration and fulfillment 16

  17. Oracle and ATG Together BEST IN BEST BEST-IN BEST IN CLASS IN-CLASS CLASS CLASS Cross Channel C Cross Ch Ch Channel l l CRM | Retail | Commerce CRM | Retail | Commerce CRM | Retail | Commerce CRM | Retail | Commerce 17

  18. 18 Unified Product Strategy Unified Product Strategy

  19. Oracle and ATG Deliver Best-In-Class CRM, Retail and Cross-Channel Commerce , 1. Deliver cross-channel sales, marketing, service and loyalty 2. Provide cross-channel merchandising, pricing and order capture 3. Support integrated order orchestration, order management, order fulfillment, and intelligent supply chain management g pp y g 4. Exploit industry standard Fusion Middleware 19

  20. Why Oracle + ATG for Retail - Today Best-in-Class CRM, Retail, and Cross-Channel Commerce 1 Unify online and offline Receive targeted Receive targeted merchandising offer via email offer via email Automate end-to-end cross-channel Go to Web, chat Go to Web, chat Receive thank Receive thank- - with agent and with agent and with agent and with agent and 2 2 retail operations, including order retail operations including order you SMS and you SMS and you SMS and you SMS and order order loyalty reward loyalty reward capture, supply chain, fulfillment, and service Ask cashier to Ask cashier to Pick up items in Pick up items in 3 Deliver seamless cross-channel place additional place additional store store consumer experience Web order for Web order for item not at store item not at store 20

  21. Why Oracle + ATG for Telecommunications - Today Best-in-Class CRM, Retail, and Cross-Channel Commerce 1 Enable next-generation, integrated Review product Review product self-service channels friend referred to friend referred to on Facebook on on Facebook on Facebook Facebook Go to Web, click Go to Web, click- - to to- -call agent and call agent and Receive thank Receive thank- - Reduce time to market for new Reduce time to market for new 2 2 add item to add item to dd it dd it t t you email you email products and services wishlist wishlist Lower costs and improve operating Visit store and Visit store and 3 Activate service Activate service efficiency through integrated cross- complete order complete order on on smartphone smartphone channel order and supply chain management management 21

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