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Module Objectives
After completing this module you should be able to:
Describe Siebel Customer Relationship Management (CRM)
applications and how they are classified
Identify the common business entities found in Siebel CRM
applications
Create Create
Create
Marketing Segments
Campaigns
Plans & Offers
Marketing executives and Managers can Segment: Defines a target set of customers or A marketing tool to target and motivate
create high-level business plans prospects with members changing over time specific segments of the customer base
Set goals and objectives, identify available Advanced analytics tools needed Initiative in which you convey a marketing
funds, assign budgets Offers are associated with a campaign, and then message to one or more groups of people
Cover a broad set of tactics, including presented when the campaign is launched. Offers & target audience are associated
outbound and inbound programs, Offers can be reused in many campaigns Multi-stage/wave campaign
campaigns, and events
Execute the plan by sending out offers to Upload vendor provided campaign response A marketing tool to target and motivate
the target audience Create Opportunity based on the offer response specific segments of your customer base
Multi-channel – print, email, fax, telephone Create Orders based on the response to achieve a specific result
External agencies vendors enable One time offer of products or services is
Track status & review campaign performance
execution made Needs segments to be created
Analyze key metrics such as Revenue generated
Manage
Qualify Manage
Opportunities
Leads Prospects
& Quotes
Marketing executives and Managers can Segment: Defines a target set of customers or A marketing tool to target and motivate
create high-level business plans prospects with members changing over time specific segments of the customer base
Set goals and objectives, identify available Advanced analytics tools needed Initiative in which you convey a marketing
funds, assign budgets Offers are associated with a campaign, and then message to one or more groups of people
Cover a broad set of tactics, including presented when the campaign is launched. Offers & target audience are associated
outbound and inbound programs, Offers can be reused in many campaigns Multi-stage/wave campaign
campaigns, and events
Measure
Manage Forecast
Sales Force
Customers Revenues
Effectiveness
Execute the plan by sending out offers to Upload vendor provided campaign response Define key effectiveness measures
the target audience Create Opportunity based on the offer response Align compensation along performance on
Multi-channel – print, email, fax, telephone Create Orders based on the response metrics
External agencies vendors enable Track status & review campaign performance Collect metrics data & award bonuses
execution Analyze key metrics such as Revenue generated Rebaseline metrics if applicable
Fulfill order by delivering product or Answer product questions from prospects Check service inventory & place RMA
enabling service Verify service agreement validity before responding order
Maintain asset details of the customer to existing customers Receive parts & schedule customer visit
including technical details Respond to customer queries on products, services, Perform customer visit for necessary
Ensure invoicing, billing & payments billing, payment & new products/services maintenance tasks
Revise orders based on requests Create knowledge bank of known issues & solutions Charge time & expense for the call
Manage Perform
Track
Service Preventive
key measures
Agreements Maintenance
Create agreements with entitlements Estimate potential revenue to be earned based on Track key metrics such as customer
Create warranties for product sold current & future opportunities satisfaction scores, call effectiveness,
Manage expiry of agreements, entitlements Conduct discussions with managers to review service request Turn Around time
forecast for redundancy with other reps Orient key measures around customer
Generate renewal orders for service
contracts Disclose potential revenue satisfaction
Submit expense reports
Sales
Marketing
Service
Field Service
Partner Portal
opportunities screen
Accounts
Contacts
Opportunities
Service Requests
Assets
Accounts
Are businesses external to your company
Represent a current or potential client, a business partner, or a
competitor
Are associated with a team
Contacts
Are people with whom you do business
Can be public or marked as personal
Are associated with a team (public contacts) or a user (personal
contacts)
Opportunities
Are potential revenue-generating events
Have the following characteristics:
A possible association with an account
A probability of completion
A close date
Are associated with a team
Service Requests
Are requests from customers or prospects for information or
assistance with your products or services
Have the following characteristics:
A status
A severity level
A priority level
Are associated with a single owner
Assets
Are instances of purchased products
Have the following characteristics:
An asset number
A product and part number
A status level