1. Best Practices in Making the Sale Happen
Delivering a World-Class Customer Experience

2. Introductions
KIRK THACKER
Master Principal Sales Consultant
Mobile: +1.949.310.3178
Kirk.Thacker@oracle.com
17901 Von Karman Ave
Irvine, CA 92614
LORIN COOK, MBA, PMP
Principal Sales Consultant
Mobile: +1.720.326.9602
Lorin.Cook@oracle.com
Denver, CO
MATT RYAN
Account Representative
Mobile: +1.847.915.9529
Matt.Ryan@oracle.com
570 Lake Cook Road #200
Deerfield, IL 60015

3. Who is Oracle?

4. Oracle: 2nd Largest Cloud Vendor, 2nd Largest Apps Vendor
21,500,000+
End Cloud Users
13
Global Data
Centers
Cloud Customers In
34
Languages
Cloud Customers in
180+
Countries
10,000+
Cloud
Enterprise Customers
2,100+
Cloud
CX Customers

5. …Let’s get started

6. What We Are Seeing in the Marketplace

7. Remember This?

8. This?

9. Then This?

10. …and Now This?

11. Buy Subscribe
World Moving From:

12. Same with
Business Apps
From Buy to Subscribe

13. CommerceSales
Social
Marketing
Service
CPQ
Human Capital
Management
Business
Analytics
ERP

14. Know your customer…
What does your customer
know about you?…

15. social
mobile
y-gen
self
discovery
buying
learning
targets
choice
value
expectation
information
Your Customer has
CHANGED

16. How Customer Advocacy Has Affected Us
86%
CUSTOMERS TAKE CONTROL
of consumers will pay more for a
better customer experience
1% of consumers feel their expectations
for a good experience are met
89% of consumers switched to a
competitor after a poor experienceMass media Internet/1:1 Social/Mobile
Source: RightNow Customer Experience Impact Report (2012), based on a survey
conducted by Harris Interactive

17. YOURCUSTOMER HAS CHANGED– EVEN IN B2B…
= Empowered Buyer!

18. The Grand Disconnect
Social
Mobile
Store
Call Center
Website
eCommerce
Need > Research > Select > Buy > Use > Recommend
Individual disconnected interactions? or the connected customer journey?

19. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Perception Chasm in the C-Suite
Oracle Confidential – Internal/Restricted/Highly Restricted 19
49%
of CEOs think customers
will switch due to CX
89%
of customers have switched
to a competitor precisely
because of poor CX
43%
of customers have had
a consistent positive
experience with the brand
But only80%
of CEOs believe they
give good CX
the brand
Source: “Global Insights on Succeeding in the Customer Experience Era,” Oracle, (2013,
)from market research survey of 1,300 global senior execs in North America, Europe,
Asia Pacific and Latin America .

20. How Do You Start?
of execs say customer
experience is critical
to their business advantage
are just getting started with a
customer experience initiative consider their customer
experience initiative to be
advanced
97%
39%
20%
Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” survey of 1300 senior level execs in North America, Europe, Asia Pacific and Latin America .

21. Source: Invesp Research
A customer is 4 Times more
likely to churn from Customer
Experience-related issue
THE REALITY: Customers Will Leave You

22. Oracle - Helping You

23. Oracle CX
Complete Customer Experience Solution
Marketing
Integrated Customer Experience Foundation
Social Network Mobile Integrations
Sales CPQ Commerce Social Service
Analytic KPIs &
Dashboards
Predictive
Analytics

24. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 24
Complete
Modern Marketing, Selling,
Commerce, Service, Social apps
that empower the customer
Tailored for Industries
Best Practices for Competitive
Advantage and lower TCO
Insightful and Extensible
1
3
2
4
Drive greater business value
deliver pre-built business
processes across silos
Modern
Empowered
Customer
Cross-Channel
Extend solution, use
Dynamic CX profile and
Integrate to the Enterprise
Oracle Customer Experience

25. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Social
• Social Insights
• Personalized Interaction
• Social Service
• Revenue Growth
Oracle Confidential – Internal/Restricted/Highly Restricted 25
Complete
Broadest solution capabilities to support your customers’ journey
Service
• Customer Engagement
• Agent Empowerment
• Agile Customer Service
Commerce
• Dynamic experience
• Scalable
• Business -fiendly
Sales
• Easy and Adaptable Selling
• Customer Insight
• Mobility and Productive Selling
• Collaborative Selling
• Pipeline Building
Marketing
• Social Marketing
• Modern Marketing Content
• B2B and B2C Lead Generation
• Customer/Prospect Profile
SalesService
MarketingSocial
CPQCommerce
CPQ
• Sell more with effective cross-sell /upsell.
• Sell faster
• Sell profitably

26. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 26
Results Being Realized by World-Class Companies
175%
50%
30%
Increase in revenue
attributed to marketing
customer response
rates to campaign
New customer growth
20%
Growth in year-to-
year revenue
95%
Reduction in time to
create reports
50%
Gain in product
penetration
$5.5M
in contribution
margin
30%
increase in ASP
8 minutes
from prospect
discussion to
signature via iPad
56%
increase in online
sales
10-60%
increase in avg.
order value
5-10X
Faster time to
market
$350K-$5M
Annual Savings
45%
Jump in new
orders
40%
Drop in tech
support inquiries
$M
Saved by preventing
PR crisis
20X
social follower
growth, 5x social
engagement growth
2X
Faster customer
acquisition
Head of
Sales
Head of
Sales Ops
Head of
Commerce
Head of
Service
Head of
Social
Head of
Marketing

27. 27
Embracing
Salesforce
“ Everybody Needs Hugs “

28. Oracle Fills In the Missing Pieces of the Salesforce Solution
SPM
Field
Service
Marketing
Policy
Automation
CPQ
Commerce
Industry-leading Modern Marketing, SPM, CPQ,
Commerce, Field Service & Policy Automation
 Integrated with Salesforce.com Platform
 Empower customer across entire lifecycle
 Deploy modularly for discrete business
problems, or
 Deploy together to address touch points across
customer lifecycle

29. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 29
SELL
BUY SUPPLIES
GET COMPENSATED INCUR EXPENSES
GET REVIEWED
AGAINST PERFORMANCETAKE TIME OFF
CONFIGURE QUOTES
What Do Sales People Do?
What Do Sales People Do? The Other Vendor’s Picture
What Do Sales People Do? The Oracle Picture

30. And so...
And so...
And so...
Andso...
Andso...

31. 31
What Drives Customer Loyalty?
53%
of B2B customer loyalty is
driven by the sales experience
YOU DO!!

32. Why Don’t Sales People Use SFA?

33. Make it Easy for Me to Use
• Lets You Work Wherever & However You Want
Desktop UI
Simplicity & productivity
on any device
Professional strength
when you need it
Makes the most of your
iPad & iPhone
Mobile Apps
Oracle Sales Cloud
Outlook
SFA in favorite
tools
Any Device UI

34. Who Should I Sell To?
Joshua Goldman

35. • Integrated Communication, Coaching and Team Selling drive Productivity
Grow More Rainmakers in your Org
• Intelligent coaching built into the sales process
• Faster and effective execution through social
collaboration
• Complex and complete account management
“Oracle Social Network is tightly integrated with Oracle’s cloud applications,
including Oracle Sales, Human Capital Management, and ERP cloud services.”
Who Can Help Me Sell?

36. “Walmart and Hurricanes” – What’s Your Guess?
When a Hurricane was about to hit Florida, what products did
Walmart load up to send to the stores in the vicinity of the storm?
Fact: Knowledge is not only power, it is profit too!
What Should I Sell?

37. What Should I Sell?
Top recommendation is visible to sales rep

38. How Do I Get My Quote Right?

41. Copyright © 2014, Oracle and/or its affiliates. All rights reserved.
Drive higher deal velocity, accuracy, and margins
Modern Quote-to-Cash
Sell anywhere, anytime, any device
• Drive 100% quote accuracy with leading configurator engine
• Ensure compliance to pricing & discounting policies with role-
based rules
• Present premium brand to customers with automated
proposal /contract generator
• Improve forecasts with earlier visibility to channel quoting
• Streamline and simplify processes through pre-built CRM and
ERP integrations
Only cloud-based CPQ vendor with POSITIVE rating
41

42. Proven Results
Oracle Confidential – 42
100% Forecast driven by real Quotes
30 minute to 3 minute quotes
30% increase in Avg Selling Price
100% adoption by sales team
Live in 40 days

43. How Can I Track My Success?

44. Add slide – incent based margin, quota attainment, etc.

45. Results for Sales
Being realized by world-class companies
95%
Reduction in time to
create reports
60%
increase in quote
volume
20%
Growth in year-to-
year revenue
15%
Reduction in sales-
support costs
20%
Reduction in admin
time for sales
managers
50%
Gain in product
penetration

46. Let’s Hear a Customer Story…

48. Additional Resources
Click on the Links
• eBook: Modern Sales in the Cloud
• eBook: Oracle CPQ Cloud: Sell More. Sell Faster. Sell Anywhere.
• "Delivering on the Promise of Great Customer Experiences" from Harvard
Business Review.
• Oracel CX Survey: Global Insights on Succeeding in the Customer
Experience Era
48

49. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Thank You!