Oracle Customer Experience - Sales
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This presentation shows all aspects of Oracle Customer Experience Sales module. by Data Consult: Oracle Gold Partner
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Oracle Customer Experience - Sales
- 1. Customer Experience - Sales September 2015
- 2. Agenda Empowered Customer Modern Sales Sales in the Cloud Fast and Easy Mobile and Productive Insight-Driven Collaborative Pipeline Building
- 3. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission 3 The Complete Solution Oracle® Customer Experience MARKETING COMMERCE SERVICESALES CPQSOCIALSOCIAL
- 4. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission 4 Empowered Customer Who are you selling to? something has CHANGED
- 5. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission 5 Empowered Customer Always Connected, Always Sharing, Always Aware Social | Mobile | Y-gen | Self Discovery | Buying | Learning | Targets | Choice | Value | Expectation | Information Your Customer has CHANGED
- 6. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission 6 Modern Selling Imperatives Is your organization prepared? 1 in 2 sales reps need to be re-trained or turned over of B2B customer loyalty is driven by the sales experience of purchase cycle complete before engaging with a supplier Sources: CEB, Bain POV Future of B2B Sales
- 7. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission Challenges in Modern Selling Environment Not Enough Pipeline Not Enough Selling Time Uneven Rep Performance Limited Insight Over 57% of CSOs rate ability to incubate leads as a major concern 1/3 of reps time is spent selling. Required tasks prevent reps from selling. 60% of sellers lack a strong understanding of their differentiation vs. competitors Deal closes are forecasted wrong 50% time. 1 2 3 4 Sources: CSO Insights Sales Performance Optimization 2013 Sell Cycle Review Analysis
- 8. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission Modern Selling Imperatives Core strategies to improve effectiveness with new buyer Knowledge is the only ticket to early buyer engagement Sales must master modern selling techniques New productivity paradigm: Everything is Mobile Managers need to bring science to the art of selling 1 2 3 4
- 9. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission Modern Sales in the Cloud Know more, Sell more, Grow more Fast & Easy Easy to deploy, easy to use, easy to adapt Mobile & Productive Complete mobility drives sales results Insight Driven Pipeline Building Modern selling tools to drive demand across all channels Collaborative Integrated communication, coaching and team selling drive productivity Powerful analytics optimize sales performance1 2 4 3 5
- 10. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission Fast and Easy Easy to Use, Easy to Deploy, Easy to Adapt • Improved end user adoption with no training • Tailored for competitive advantage- your processes, your CRM, your way • Streamlined and efficient processes through pre- built integrations • Rapid deployments, continuous innovation, and lower TCO “I don’t know if using Oracle Sales Cloud could get any easier, for our initial users it has been an easy adoption. It’s almost as easy as using a consumer app.” Be an Agile Sales Organization
- 11. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission Mobile and Productive Complete Mobility drives Sales Results • More selling time with fully mobile solution • Improve deal velocity and margin through integrated pricing, quoting and contracts • Enhanced productivity through deep integration with modern mobile apps • Update pipeline, forecasts, and key accounts • Manage your business on the go Sell anywhere, anytime, any device "We are seeing 50% improvement in our product penetration.”
- 12. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission Insight Driven Manage Your Business through Powerful Analytics • Complete, accurate, and clean customer information • Optimize results with integrated sales performance management • Improve account penetration with precision white space analytics • More timely and actionable forecasts “We have data integrity and data quality across all our accounts and customer information” Bringing Science to Sales Management
- 13. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission Collaborative Integrated Communication, Coaching and Team Selling drive Productivity • 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.” Gain More Rainmakers in your Organization
- 14. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission Pipeline Building Modern Selling Tools to Drive Demand across all Channels • Know what to sell with upsell and cross-sell recommendation engine • Generate leads with targeted, cross-channel campaigns • Find more buyers through social • Know your prospect’s digital body language “Oracle Sales Cloud will give them more visibility in the leads that we’re providing them. And it’s also going to measure how those leads turn into sales.” Engage and Influence Prospects Early
- 15. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission 15 The Complete Solution Oracle® Customer Experience Oracle Social Cloud Oracle Marketing Cloud Oracle Sales Cloud Oracle Commerce Cloud Oracle Service Cloud Oracle CPQ Cloud Integrated Customer Experience Foundation Integrated Customer Experience Foundation Social Network Mobile Analytic KPIs & Dashboards Predictive Analytics Integrations Globalizations and Statutory Localizations Web Mobile Social In-Store Contact Center Field Service Direct Sales Channel
- 16. © Copyright 2015 DATACONSULT All rights reserved. No part of this presentation in all its property may be used or reproduced in any form without a written permission Oracle’s Leadership 21,500,000+ End Cloud Users 13 Global Data Centers 2+ Billion Cloud Transactions per Day Cloud Customers in 180+ Countries 34 Languages 10,000+ Cloud Enterprise Customers 2,100+ Cloud CX Customers
- 17. THANK YOU
- 18. Backup Slides
Notas do Editor
- KEY MESSAGE ON THIS SLIDE: It is the only company that can deliver this full suite of cloud capabilities to manage the entire Customer Experience lifecycle. From marketing cloud, sales cloud, Sales Performance Management, SRM, CPQ (Configure Price Quote), commerce, and service cloud… each of these is a clear market leader from just about any analyst- Forrester, Gartner, etc. These solutions already help our customers win… every day. With over 21MM users. Integrated together, they can truly transform your business and your Customer’s Experience. Pick the capabilities you need most- and deploy them quickly… with confidence they’ll work together with the rest of architecture. Our global network of Oracle experts and partners can help you plan how to get there- and pick where to start.
- Here at Oracle, we have a very large customer base and we talk to them from around the globe. We also do a lot of research. We’ve seen that the marketplace has changed. KEY MESSAGE ON THIS SLIDE: Due to a number of catalyst factors customers of all types (B2B&B2C) have changed and are empowered. Lots has changed in the world of the Sales VP and what keeps them awake Social, mobile, y-gen, how customers discovery, how they buy, how they learn about a brand, customer choice, sales targets are up, sales resources are down (Money, people), the value and expectation we have today, the information we have at our fingertips, the price we are willing to pay……. It’s all changed for the sales VP.
- What we’ve seen is the selling environment has changed – many folks in similar positions to you are noticing that selling is not done in the same way that it has been traditionally. And frankly what has changed is your customer. A lot of this is technology driven – but also generational. They’ve always been on and they use a different set of technologies. They have access to applications and access to a network of information that’s always on 24-7 and always available to them. Let me tell you what the industry is saying and why this is important to you: KEY MESSAGE ON THIS SLIDE: Fundamentally, the customer has now changed. They are driving the agenda not sales or marketing!! Customers have more choice, more information, easy of access, they have higher expectations. If they don’t hear what they like they can move on. Give examples where you have done exactly the same. Research | Talk to Friends | Compare competitors | Finally engage with the brand. They want customisation: they will hunt for what they want not what you want to sell them – their own value levels Further info on Y-Gen: Ygen: http://www.livescience.com/38061-millennials-generation-y.html http://en.wikipedia.org/wiki/Millennials
- A survey from the Corporate Executive Board found that 57% of purchase cycles are complete before a supplier even becomes involved in a deal. That’s access to information and other people make buyers much more knowledgeable than before. This places a strain on the selling organization to keep you ahead and get you in the game earlier. What we’re finding across our customer base is that in very large sales organization, most are turning over reps in ½ reps a year – or completely retraining them. This is tremendous initiative for large enterprise. The good news is that customer loyalty is actually trending upwards, and it’s still something that customer value buy telling it back to the selling cycle. 53% of companies will relate their loyalty back to the experience they’ve had in the selling cycle. So the good message in this study and the sales world today, if you do this well and if they can adapt to new technologies and pick up new tools to get engaged with buyers early, you’ll have a much higher loyalty from your customers. They’ll have a much better experience and you’ll leap frog your competitors. Studies: Corporate Executive Board, Driving Sales Transformation: Empowering Reps to Sell to Empowered Customers CSO Insights: Sales Performance Optimization: 2013 Sell Cycle Review Analysis See upload to OSN conversation or Beehive Folder: https://stbeehive.oracle.com/teamcollab/overview/CX+Analyst+Reports+%26+TL+Resources KEY MESSAGE ON THIS SLIDE: 3rd party research on sales trends supports the need to change your sales approach… and to change now! From the Corporate Executive Board (CEB), and backed by research from Bain… 57% of the purchasing cycle is complete BEFORE engaging sales! Customers are doing their homework without you Survey of companies with large sales teams… 1 in 2 reps much be turned over or re-trained this yr. Same old techniques are not working BUT all is not lost! 53% of customer loyalty is STILL driven by their experience in the sales cycle! Sales reps still matter- and customers value great ones. Those who can adapt and win will reap great rewards…
- This has resulted in 4 key challenges. In today’s world, companies have invested a lot in technologies. However, they are still experiencing challenges. Not enough pipeline Not enough selling time Uneven Rep performance across the field Limited Insight into Business Operations. Studies and Further Information: Nucleus Technology Value Matrix Second Half 2013: CRM, Sep 2013 Not a positive report – it’s a vendor evaluation Nucleus Top Ten Predictions for 2014 , Dec 2013 (Note more useful for gaining insight than for quoting) CRM: ALL BUYERS ARE PEOPLE Many CRM vendors have spent the last 18 months differentiating their solutions’ abilities to address companies’ business-to-business or business-to-consumer sales strategies. However, we’re finding that they’re not that different. Moving forward, there is only one model: business-to-buyer, and all buyers, at the end of the day, are people. As individual worker’s and consumer’s profiles and social presences become more and more intertwined, knowing the business buyer’s personal preferences and expectations (and how much they want us to know about them) is plain good sales management. Conversely, consumer sophistication is rising and even companies selling 100 percent through the Web can take advantage of tools and strategies previously thought of as only b-to-b to reach individuals. Moving forward, although they may have different types of sales teams (just like we do for inside and outside sales), the distinction between CRM supporting processes for business and consumer buyers will melt away. http://www.idc.com/getdoc.jsp?containerId=243967 Becoming a Social Business: Integrating Social Software Assets Throughout the Enterprise IDC Predictions 2014 http://www.idc.com/getdoc.jsp?containerId=244606 IDC Predictions 2014: Battles for Dominance — and Survival — on the 3rd Platform, Dec 2013 So what can you do about this? KEY MESSAGE ON THIS SLIDE: You’ve invested in sales tools and processes before, but the classic sales problems still exist? Our customers are telling us that Reps are still challenged with thin pipelines, and don’t have enough time to sell. Rep performance is uneven… and Managers are still blind to what’s happening in the field. If I asked your sales team… which of these are most relevant for them? STOP TALKING….
- There are 4 imperatives for modern selling that improve selling effectiveness with the empowered buyer. First of all, sales reps need to know a lot more and get engaged earlier. Knowledge helps them drive this early engagement. Second, they need a new set of technologies – new ways of sharing information, marketing, and gaining visibility. Third, there’s a new productivity paradigm – where everything is mobile all of the time. You need to be able to access information before the meeting at Starbucks and at the meeting itself. Lastly, managers need much richer analytics to bring science to the art of selling. Studies and Further Information: Gartner http://www.gartner.com/explore/special-reports/overview/2690517 Gartner: Agenda Overview for Digital Business, 2014 Published: 24 March 2014 By 2020, more than seven billion people and businesses, and at least 35 billion devices, will be connected to the Internet. Gartner: Predicts 2014: CRM Sales G00258932 Published: 13 November 2013 Gartner Predicts By 2016, 40% of B2B price optimization and management implementations will integrate SFA, mobile devices and big data. By 2016, 55% of salespeople will access sales applications exclusively through smartphones or tablets. Through 2015, 75% of social prospecting applications will be purchased independently by salespeople, continuing to circumvent enterprise sales and IT leaders. By 2016, 70% of salespeople in $1 billion-plus sales organizations will integrate data from customer digital interactions with face-to-face selling, enhancing the customer experience. “Weaving concepts together such as digital business, mobility, big data and social will yield revenue gains for sales organizations in 2014” 2014 will be the year of the salesperson for IT investments. Many sales application managers will adjust their objectives to helping salespeople sell versus gaining pipeline visibility. Mobile, social and big data all play a big role in helping salespeople enhance the customer selling experience. Recommendations: ■ Incorporate your digital strategy into the face-to-face selling strategy by leveraging e-commerce platform capabilities and prior IT investments. ■ Work toward incorporating all digital interactions into your SFA and contact center systems and move this information to mobile devices where salespeople have easy access. ■ Incorporate your social and marketing resource management tools into the process to enable more entry points. Reviews/comparisons http://www.g2crowd.com/categories/crm/compare http://www.reviews.com/crm-software/ http://www.reviews.com/crm-software/oracle/ http://www.staff.com/blog/comparison-of-crm-software/ KEY MESSAGE ON THIS SLIDE: Need to change how things are done at a rep level, department level, and inter department level. 4 things to do to improve sales effectiveness- 2 for the reps, 2 for sales management… Reps need to know more- earlier- to engage these empowered buyers Reps need to master some new techniques Everything needs to be accessible/available on mobile devices Bring more science to selling… and managing your team/territory So how can Oracle help? Additional recommendations from Bain’s study below: Stay on target – develop a sales system that not only brings the right offer at the right time to meet target customer/segment needs but also delivers unexpected delight based on a deep understanding of each customer’s values. Proactive customer analytics Know customer values and value – enable your front line to understand their customers’ power base and how they make decisions at every stage of the sales cycle and their value to your growth and profitability. Target the personal benefit that a customer will get from your solution. Hit this spot and the customer will fight your battles for you. Reimagine channel mix– invest in a mix of low and high-touch channels to match sales capacity with market opportunity and customer preference; then double down on self-service/digital channels to help customers help themselves, earning loyalty & ROI Truly align resources across marketing & sales – seamlessly integrate marketing priorities with sales channel mix & capacity; rethink where marketing “ends” and sales “begins” as buying processes begin earlier than ever Raise the bar on sales talent – elevate expectations and strengthen capabilities to build the next generation of sellers. Train sellers to make the most of the time with customers. Examine incentives and compensation plans. Redesign recruiting and training to attract, onboard and develop your future front line Get the wiring right to unlock sales capacity – invest in data/analytics, system linkages, and tools to reinforce new behaviors. Arm sellers with right information and tools at the right time; develop KPIs and dashboards to track effectiveness
- KEY MESSAGE ON THIS SLIDE: So where do we start? Which of these capabilities do you need first? Many customers start with one or some combination based on their most pressing challenges- then add more capabilities over time… with a significant ROI at each stage. Next step is to setup a deeper discussion around the capabilities here that are most interesting- we would ask for 90 min - 2 hrs of time from you or a greater cross-functional audience. A significant portion of that session will be dedicated to detailed product demonstrations and user scenarios. Where should we start?
- Oracle’s point of view is the technology should not require training – it should be fast and easy to use One of our customers, Chiro One, sad that deploying Oracle Sales Cloud could not get any easier to use – it’s very similar to a consumer application. The user interface is very intuitive – with no need to follow instructions! Also a solution needs to be tailored to your business – for the processes and practices that are unique to the way you work. Lastly, rapid deployments are at the core of cloud technologies to expedite return-on-investment and lower total cost of ownership. KEY MESSAGE ON THIS SLIDE: Fast and Easy… your sales tools are only as good as their user adoption. No one speaks louder than our customers- who compare our latest release 8 to “using a consumer app”. When configured well, the application can virtually eliminate the need for training- and your reps will love the rich/intuitive UI. In additional, the system is fast to configure- and can grow and adapt as your business changes to help you stay ahead of your competitors. At several of our recent cloudworld events, we’ve configured and deployed a working SFA solution in 24 hours. Because you are buying from Oracle, you can be confident in a rich set of pre-built integrations- both to the leading back-end ERP solutions, and to other applications within the Customer Experience stack, And this set of integrations grows with every release as we continue to expand our platform.
- The second tenant is mobile and productive to sell anytime, anywhere, and from any device. And have everything that you use be mobile. Oracle Sales Cloud is designed for the mobile sales environment – to help drive deal velocity when sales reps are out on the road. For example, let’s say that one of your reps is flying to New York to meet with a key customer accounts. Meanwhile, they’ve had a service issue on a critical part ordered only a month ago. The servicing team can not only log the SR for this account, but provide further context in social collaboration which will give an update to the rep as soon as they land. They can even ‘Flag’ the conversation for the rep as a high priority– which will trigger an e-mail just to ensure they’re aware of the issue. The rep has now saved valuable time during the meeting by knowing the complete status of the account. (smiley face) If we further think of the potential here. Oracle Sales Cloud can also be used to capture information when on the road such as enabling a rep to input information for approvals to progress a contract. A great time saver for a rep and productivity gain for management. KEY MESSAGE ON THIS SLIDE: Mobile & Productive- drive more results by enabling your rep to sell anywhere, from any device Our platform-independent mobile architecture ensures your reps can do whatever they need to drive more business. Give your reps the ability to generate 100% error free quotes and orders- and all corresponding deal paperwork (quotes/contracts/proposals)- directly from their mobile device. How much selling time would that save? How much is that worth? One CPQ customer saw their quote-to-order-to-cash time reduced from 8 days to just minutes. This is driving a very material increase in morale amongst their now empowered sales org. Take advantage of the latest mobile technologies- let your reps plan their account visits with a clear view of nearby customers and targets. Your reps can update the full range of objects and data direct from their device or integrate Outlook interface- not a small subset of data access and update capability. What this means is your reps can capture updates as they happen- and keep you notified in real-time… Which in turn increase the value and adoption of your core SFA plafgorm so you can make better decisions.
- The third tenant of modern sales is Insight Driven. Good analytics start with an accurate picture of who your customers are and clean data behind it. Territories need to be clean – and with Oracle you have Customer Data Management within the actual product itself. You can also optimize sales insight – and our sales analytics are second to none. For example, we can do powerful white space analysis to understand where wallet share occurs in the account and identify further opportunities. You can slice/dice information in a timely and accurate manner – to help gain better visibility in forecasts and further operational analytics. Our customer Applico has highlighted Oracle Sales Cloud’s ability to gain data integrity and quality across customer information. KEY MESSAGE ON THIS SLIDE: Insight Driven- only Oracle delivers the most comprehensive embedded analytics in the CRM space. To help you make better decisions, faster. Better analytics starts with clean account and customer data- and Oracle’s embedded MDM will set the foundation you need to run your sales organization. Data quality issues are the most frequently cited cause of dis-satisfaction for CRM projects. You’ll be able to optimize the coverage of your territories and your quotas, with fully integrated Sales Performance Management. Which includes incentive compensation- to drive the right sales behaviours. Once your incentives and territories are balanced, our whitespace analysis will help you expand your footprint by quickly pinpointing the right expansion targets. Finally, our forecasting features will help you model and change various forecast scenarios… and help you identify what’s changed. Other applications will require yet another partner to deploy these frequently-requested enhancements.
- Collaborative is about extending your network, having a great set of coaching and collaboration tools built into your sales platform. A recent study from McKinsey found that social collaboration across the enterprise is the biggest opportunity for economic impact in businesses. With Oracle Social Network, Teams can collaborate around specific conversations that associated to deals, projects, service needs, customers or any other ‘work stream.’ This prevents ‘noise’ and streamlines social discussions. It also helps stakeholders locate and access information quickly. The social conversations are also embedded within the Sales Cloud application – bringing meaningful context to the social collaboration. KEY MESSAGE ON THIS SLIDE: Collaborate- help your reps reach their full potential faster Sales Cloud has embedded the most advanced collaboration technology into the CRM user experience. These tools can enable faster and more transparent communication between reps and managers, and among extended deal teams. Capture the critical discussions, add notes, upload documents, make markups and edits to these documents, and much more. This also extends into coaching and best practices through our unique “sales coach”- which are available at every reps’ fingertips- when they need it. Oracles full 360 degree customer view can be further extended into more complicated global account structures- all of which can be modeled effectively in the Account Management area of Sales Cloud. And Sales Cloud is available anytime, anywhere… even offline. Our competition certainly can’t say that.
- The last tenant is Pipeline Building. How can you respond to the hottest leads that have the greatest propensity to close. Oracle’s Marketing Cloud is one of the highest rated in the industry. We are fully integrated with Sales Cloud to flag ‘hot’ leads and improve lead-opportunity conversion rates. We can also monitor digital body language and capture consumer insight to make pure ‘cold calling’ a thing of the past. For example, who’s reading information that’s been posted or forwarding this on? This gives you tremendous information early in the sales cycle to understand your buyer. You can understand who matters within the account, and how they are influencing their stakeholders. The cross-sell & up-sell engine is also powerful to monitor behavior and provide tailored recommendations to them. KEY MESSAGE ON THIS SLIDE: Pipeline Building- give your reps the tools and insight to engage the right prospects earlier… and drive more demand The Sales Predictor can identify recommended upsell and cross-sell products based on similar buyers, customer profiles, and sales strategies. No competitor uses this data to continually refine and enhance these recommendations. Our industry leading Marketing Cloud solution can quickly identify the best leads- and enable your reps to quickly setup and manage their own campaigns within their patch. And our tight integration with Sales Cloud will quickly highlight what’s working, and what’s not. Our social listening providers a richer, more insightful look at what customers and prospects are saying… by combining both the words and the underlying sentiment of the social conversations. And together with current social networking tools like Linked In and Facebook, your reps can quickly find and add new contacts at the most promising targets to the system. Finally, you can monitor these contacts and their digital body language- to help determine who’s most interested, and who matters… to help you more thoroughly cover each opportunity.
- And as you can see here, we’re committed to cloud by making our solutions comprehensive, integrated, and advanced. We have a complete integrated CRM Cloud solution, which nobody else can offer. Our customers can select what they need, when they need it. Typically, we see that customers will decide to take on some functionality – such as sales and social – and then grow into the rest as need (such as future commerce and marketing capabilities). Our tight integration offers a comprehensive and advanced cloud solution. We also usually help customers develop a roadmap based on what makes sense to them. In closing, let’s discuss next steps to further understand your functional requirements so we can develop a tailored roadmap for you. KEY MESSAGE ON THIS SLIDE: Only Oracle can deliver this full suite of cloud capabilities to manage the entire Customer Experience lifecycle. From marketing cloud, sales cloud, Sales Performance Management, SRM, CPQ, commerce, and service cloud… each of these is a clear market leader from just about any analyst- Forrester, Gartner, etc. These solutions already help our customers win… every day. With over 21MM users. Integrated together, they can truly transform your business and your Customer’s Experience. Pick the capabilities you need most- and deploy them quickly… with confidence they’ll work together with the rest of architecture. Our global network of Oracle experts and partners can help you plan how to get there- and pick where to start.
- So in my closing slides, I’d like to discuss a little bit about how big Oracle is and why this is important to you. Yes, we have a substantial presence in the market as the second largest software company globally. We’re also an enormous cloud company – with over 21 million customers using our cloud solutions every day. No other company invests more in R&D in the cloud space. We have global data centres and support languages across the globe. Why is this important to you? Well, it essentially means that our commitment and ability to execute in Cloud is unparalleled. We see cloud computing as a fantastic opportunity to help our customer simplify IT – which is a sector that’s become increasingly valued in today’s global economy. And we’ve been dedicated across the globe towards making this happen. We’ll also be here to support our customers over the long-run, which is especially important when in an era of many failed social start-ups. KEY MESSAGE ON THIS SLIDE: No one invests more in cloud R&D than Oracle. With over 21MM cloud users, and over 2100 customers in our Customer Experience portfolio- these solutions power global customers in over 180 countries from 13 data centers. Our dedication to maintaining the most advanced hosting operations with the most secure data infrastructure is second to none… and we continue to invest in improving this infrastructure every day.