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Converting Conversations to Currency

Converting Conversations to Currency. Paul Teshima GVP Oracle Eloqua @pteshima. Reggie Bradford Senior VP Oracle Social @ReggieBradford. Safe Harbor Statement.

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Converting Conversations to Currency

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  1. Converting Conversations to Currency Paul Teshima GVP Oracle Eloqua @pteshima Reggie Bradford Senior VP Oracle Social @ReggieBradford

  2. 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 decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

  3. Join The CX Conversation @ OpenWorld #CX #OOW13 @OracleCX @oraclesocial

  4. Technology Changing Everything Mobile, Digital, Social via the Cloud St. Peter’s Square, Rome

  5. Behaviors Are Rapidly Evolving Always Connected Always Sharing Always Aware The Rate Of Adoption Is Unprecedented

  6. Social’s Influence on Purchasing Of all purchases are subject to social influence. Four in ten social users have purchased an item online or in-store after sharing or favoriting it on Twitter, Facebook or Pinterest.

  7. Forrester: The Age of the Empowered Consumer “Nails the Coffin on the Marketing Funnel” AWARENESS DISCOVER EXPLORE CONSIDERATION PREFERENCE ENGAGE PURCHASE BUY LOYALTY

  8. The Role of Today’s CMO Is Much Different Technology & the Empowered Consumer Are Driving Change EARNED RE A C H OWNED PAID CONTROL

  9. The Role of Today’s Marketer Much Different Technology & Empowered Consumer Driving Change “The increased complexity of the job has made CMOs more fulfilled, challenged and respected... The responsibilities now include social media, content, mobile, back-end technology, e-commerce and more.” - Advertising Age (May 6, 2013)

  10. IT & Marketing Agree that Technology is Key CMOs and CIOs agree that technology is essential to marketing and that its primary purpose is to gain access to customer insight and intelligence. Accenture August 2013

  11. Oracle Social Cloud: SRM Industry’s Only Unified, Comprehensive & Integrated Social Solution Social Marketing Social Engagement & Monitoring Social Network Social Data Social Network Social Data

  12. Extend Social Across the Enterprise Social Customer Service Social Networking & Collaboration Social Commerce SocialSelling Social Marketing Social HR

  13. Oracle Social Cloud: Key Differentiators Industry’s Only Unified & Integrated Social Solution Best-in-Class Social Marketing Capabilities Leading Listening, Engagement and Routing Purpose Driven, Internal Social Collaboration Global Capabilities, Customers & Social Expertise Seamless Integration with Oracle Enterprise Portfolio Global Capabilities & Social Expertise

  14. Oracle SRM Customers • Global Customers; Diverse Markets: • CPG • Media • QSR/Restaurant • Technology • Financial • Resort/Hotel • Beverage • Retail

  15. Modern Marketing

  16. What Has Changed? Sales Process Shifted to Customer Control 2003 I’ll believe it when I see it 2013

  17. Demographics Mom Age: 25-44 Household income £80k+ Homeowner London, UK Stephanie’s Demographics

  18. Stephanie’s Digital Body Language Recreation #Tennis, SkiForcast.com, #ColoradoNationalParks, #WineFests, #Scrapbooking, #SchwinnBikes, #Alaska, #25HourFitness, #DeltaAirlines Professional #OracleDevelopers, #SaSSoftware, #InternetSecurity, #ITAlerts, #ITProfessionals, #LinkedIn, #Twitter, #HBS, #Assetmanagement, #TravelPhotographers, #TravelProffessionals, 500px.com Lifestyle Interests #Labradoodles, #Target, Care.com, #HondaPilot, #CheerCoaches, #Yelp!Denver, DateNight.com, #NationalPTA, #DSWShoes, #BarrackObama, #Playgroups, #CartoonNetwork #KenFollet, #TravelSantorini, #NationalGeographicChannel, #TopChef, #U2, iPad, #iPadGames, #DenverBroncos, #HagenDaz, #CrimsonTide, #Law&Order #FiveGuysBurgers

  19. technology

  20. The 5 Tenets of Modern Marketing • KNOW: Profile and Score • ENGAGE: Right Message, Right Time, Right Channel • CONVERT: Enable Sales for Rapid Follow-up • LEARN: Analyze Impact on Revenue and Benchmark • TECHNOLOGY: Connect with Other Marketing Technologies

  21. Context Based Customer Message Relationship Based

  22. Powering Modern Marketing Solutions Comprehensive Digital + Social Marketing Solutions Oracle Eloqua • Oracle Eloqua: The premier marketing automation services solution for B2B and B2C businesses worldwide • Oracle SRM: Industry’s most complete and integrated social solution for the enterprise • Oracle Cloud Platform: Ease of deployment, reliability, scalability and security, and enterprise-grade ready Digital Marketing Solutions Oracle Cloud Oracle SRM

  23. Eloqua + SRM: Social Marketing and Lead Creation • Overview -Create CRM leads from social user data using forms or landing pages from Content & Apps • Key Capabilities • Create social campaigns to engage prospects on Facebook • Capture user data on social from a webform • Close the loop with CRM to measure pipeline impact and social marketing effectiveness • Systems • Sales Cloud • Eloqua • Siebel • CRMOD

  24. Eloqua + SRM: Campaign Tagging and Analytics • Overview -Access Oracle CRM campaigns and social analytics within SRM • Key Capabilities • Associate CRM campaigns with social properties • Organize social properties by CRM campaign • Measure the social performance of a CRM campaign • Systems* • Sales Cloud • Siebel • CRMO • Eloqua * Bolded systems are available today

  25. Eloqua + SRM: Custom Audiences • Overview -Send CRM data to SRM for hyper-targeting of Facebook ads • Key Capabilities • Empower marketing teams to target the right audience by using all assets available • Promote brand loyalty by engaging existing customer base • Use marketing dollars efficiently by excluding existing customers from customer-acquisition-focused messaging • Systems* • Eloqua • Siebel • Any * Bolded systems are available today

  26. Eloqua + SRM: Smart Publish • Overview -After creating a landing page in Eloqua, often customers will want to drive traffic to this destination via social. Customers using Eloqua and creating a social post with SRM will now notice that the message form in SRM is filled with content they already specified within Eloqua. • Key Capabilities • Pre-populate posts with relevant content • Caters to content workflows • Compatible with any system • Systems* • Eloqua • Any * Bolded systems are available today

  27. Eloqua + SRM: Dynamic Link Tracking • Overview - SRM posts can now be routed through Eloqua and other systems to access more information about users' social activity. When customers click a link on social provided by SRM, their information will be added to Eloqua's CRM to identify "Digital Body Language," a characterization of online user behavior • Key Capabilities • Integrates with custom programs aka Eloqua or well known 3rd party web analytics programs such as Google Analytics, Omniture Site Catalyst, or WebTrends • Provides an Easy Dynamic URL Builder within SRM • Offers Automated Post Parameters & Values • Systems* • Eloqua • Third parties (e.g., eBay) * Bolded systems are available today

  28. Collaboration & Technology Are Essential “Companies with cross-collaboration across departments, that take advantage of disruptive technologies, are the most successful.” Oracle/Economist October 2012

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