CRM On-Demand in Media

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CRM On-Demand in Media
Oracle in Media & Entertainment

Did You Know?
All of the entertainment companies in the Fortune Global 500 run Oracle Applications
12 of the top 15 US media companies run Oracle Applications 6 of the top 15 publishing houses run Oracle Applications 3 of the 4 major US TV networks run Oracle Applications 3 of the top 5 global advertising organizations run Oracle Applications
6 of the top 12 U.S. newspapers run Oracle applications 5 of the top 5 Broadcasting and Cable 25 Media Groups run Oracle Applications
Oracles integrated media solutions
Enterprise Performance Management, BI & Analytics
Corporate Finance & Administration Consumer Data & Measurement Advertising Sales B2B Supplier / Customer Content Lifecycle Mgmt. Subscriber Managment Content Licensing & Sales
Advertising & Content Scheduling
Rights, Participations & Royalties Consumer
Acquisition & Digital Content Srvs. Content Distribution
Digital Content Production Content Delivery
Digital Catalog & Archive
IT Infrastructure Infrastructure & Networks
Service Delivery Platform
Oracle Media Customers

Publishing, Broadcasting, Studio
The Challenges Were Hearing

Media & Entertainment Addressable with CRM & Marketing On Demand
Maximize Margins Meeting Consumer Demands:

How can I maximize profit margins for all my content assets while meeting increasingly varied consumer demands for content?
With media shifting from mass to more personalized forms, CRM and billing systems become paramount - Gartner
Advertising Management:
How can I profit by better managing the advertising sales process?
To sustain a competitive advantage, media companies must invest in technologies that will reduce operational costs, establish closer ties to customers, [and] improve customer demand profiling - Gartner
! Cost Control & Efficiency:

How can I cut costs and remain profitable despite increased competition and declining ad revenues?
More than three out of four marketers say that marketing needs a comprehensive, integrated application suite to improve its effectiveness -Forrester Research
Looked at across 3 key business areas
Audience Management
Subscriber Management
Advertising
Sales
Challenges: Audience Management

Increasing Audiences
How can I Build a single picture of how a
viewer consumes TV, online and interactive services? Target each consumer with effective marketing to lead them to new content? Cost-effectively handle requests for information and complaints?
Dealing with Digital

How can I Create personalised, targeted
content products & services? Engage with my audience through social media? Use social recommendation as a marketing tool? Manage marketing for digital content and services?
How can I Predict what each audience member wants to watch or read next? Reward my most loyal viewers with offers and incentives? Use audience data to design and commission the best content? Use a detailed understanding of audience data to increase ad revenues?
Knowing the Audience
Oracle Day in the Life ! Media Audience Management

Central repository for consumption data and audience metrics Trend Analysis Aggregation Segmentation Platform consumption analysis Utilise audience data and segmentation to drive higher advertising rates Use audience consumption data to develop new content products and brands
Single Consumer View
Create a single view of each audience member based on: Web Site Behavior On-Line /On-Demand Video Content Consumption Direct Contact Standard Demographic Data
Analytics
Audience Management
Audience Marketing
Segmentation/Targeting Push Marketing for Brands content and programs Influencing Recommendation Social Networks Content Personalisation Marketing Interaction Management Click though, Downloads
Partner Relationships
Enable audience interaction to be run by outsource providers Enable seamless collaboration with Sales Partners Share audience data with marketing partners Create single audience view across federated media organization
Audience Relationships
Audience Contact Complaints, Program Information, Audience Tickets, program participation, TV Licensing (ex UK)
Audience Management Single Consumer View

Solution
Complete CRM
Challenges
No clear view of
audience activities and interactions
Benefits
Understand consumer needs,
activity patterns etc. across services & platforms for more effective processes, campaigns and improved ROI
Improve service and audience

satisfaction to retain more profitable and loyal consumers
No flexible
information capture process
Gain seamless information flow with

multi-channel integration
Complete pre-integrated cloud

CRM, analytics and marketing solution to automate, simplify, and manage all audience information with one comprehensive set of tools
Achieve faster time to sales,

marketing, and service insight
Customer information is never lost

and is nurtured over time
Disparate data
sources
Ensure high quality and consistent

lead generation
Single 360 degree audience

model and activity management
Gain insight across a unified

revenue funnel
2010 Oracle Corporation Proprietary and Confidential
Audience Marketing
Audience Management Audience Marketing

Solution
CRMoD Marketing
Challenge
Multiple audience
marketing processes
Benefit
Save in audience marketing
operational costs and user training time
Increase audience marketing

Full integrated Marketing
Lack of integrated
audience marketing data
Automation Process with multichannel and multi-steps campaigns
ROI by delivering the right message at the right time
Progressive profiling and preintegrated segmentation of CRM data
Improve overall experience by

linking marketing activities with all audience interactions
Integrated mass emailing,
Disconected
marketing and service processes
personalized landing pages, microsites and web forms
Campaign ROI tracking with

integrated response and lead management
Audience Relationships
Audience Management Audience Relationship

Solution
CRMoD
Challenge
Lack of control in
the audience service process
Benefit
Save in audience service
delivery operational costs, integration budgets, and user training
Lack of context in
the audience interactions Full control of the audience
interaction process through call centre, self service and mass interactions
Increase audience
satisfaction with the ability to solve queries and interactions timely and efficiently
Lack of flexibility in
changing audience experience
Easy to configure processes

driven by business needs with hours/days to implement versus lengthy internal IT releases cycles
Adapt and enhance the

audience experiences with agile business driven processes
Audience Management Partner Relationships

Solution
Collaborative CRM
Challenge
Lack of visibility of
partner performance
Benefit
Improve audience satisfaction
by enhancing partner performance and selection
Enhance audience experience

by federating processes across media partners
Lack of control in
partner process and data
Reduce time to implement Cloud CRM solution allowing

controlled access from any partners inside and outside the organisation partner initiatives and partner data integration costs
Lack of truly
integrated collaborative tools
Ability to import partner

activities information back into cloud CRM for complete view of audience interacttions
Analytics
Audience Management Analytics

Solution
CRMoD Analytics
Challenge
Lack of reporting
across audience data sources
Benefit
Compare current performance with
historical to uncover new opportunities and identify issues before they impact your business
Improve audience processes ROI

by providing performance metrics across all activities
Reporting not
integrated into processes
Prebuilt BI fully integrated over

audience data
Reduce BI implementation costs

and drive overall user and audience experience upwards
Built-in reporting best

practices
Improve audience satisfaction and

ROI with intelligence driven processes
Timely metrics, alerts, and Lack of flexibility in

adapting business intelligence estate reports delivered to laptop or mobile device
Ensuring critical up-to-the-minute

business intelligence is available to everyone at every level of your organization at the point at which they need it most
Easy to use, extend, and

integrate in hours/days versus lengthy internal IT cycles
Challenges: Advertising Management

Growing the Business
How can I Grow revenues and stay
ahead of cyclical demand? Simplify sales processes and reduce paperwork? Maximize audience data analysis to increase rates? Effectively manage budgets, targets and reporting across my business?

How can I Sell cross-platform advertising
most effectively? Achieve a single customer view across platforms? Introduce targeted, personal, addressable ad products? Handle interactive advertising formats?
How can I Ensure my sales team is talking to the right people in clients and agencies? Deal with clients directly as well as through agencies? Develop new products and promote them with the right clients? Understand how audiences really consume my content on each platform?
Knowing the Client
Oracle Day in the Life ! Media Advertising Sales

Clear view of advertisers spend across platforms and products Identify under/over performing products Manage targets, budgets and forecasts by platform, client and sales manager User audience data analytics to help advertisers address specific audience segments with targeted, personalized and addressable ads Clear segmentation of customers Drive sales by value
Single Customer View
Single view of advertising clients across TV, radio, newspaper and digital media business Consistency whether client is direct or through agency Combine customer data from underlying platform-specific inventory management systems Single view of all advertising products and platforms, enabling delivery of best service to each client
Analytics
Advertising Sales Management
Client Marketing
Enable seamless collaboration with Sales Partners Easily load and nature 3rd Party leads and opportunities Allow internationalisation of Sales Operations
Client Relationships
Cross-sell and up-sell across inventory types and media platforms E-marketing to manage email campaigns and responses Communicate promotions and new products effectively to the right contacts at clients and prospects Target specific customer segments for tailored messages Execute marketing journeys from single source Proactively target clients to reduce unsold inventory
Manage brand advertiser accounts along with agency buyers to maximize sales Simplify account management workflow Manage lead to opportunity to close lifecycle Allow sales managers to sell, not do paperwork List and contact management, call schedule and reminders Capture and respond to customer needs
Advertising Sales Single Consumer View

Solution
Complete CRM
Challenges
Siloed channels
Benefits
Understand customer needs and activity
patterns for more effective processes and increase ROI
Ensure high quality and consistent lead

generation. Customer information is never lost and is nurtured over time
Gain seamless information flow with multichannel integration
Lack of Data
Capture
More quality leads and opportunities in the

pipeline

CRM, analytics and marketing solution to automate, simplify, and manage the whole sales process with one comprehensive set of tools
Customer information in one place as and

when you need it the most, potential for new prospects
Achieve faster time to sales : improve

customer knowledge, up-to-date information from anywhere
Disparate data
sources
Single 360 degree customer

model, lead, order and activity management
Improve satisfaction for more profitable

and loyal consumers
Gain insight across a unified revenue

funnel
Client Marketing
Advertising Sales Client Marketing

Solution
CRMoD Marketing
Challenge
Lack of integrated
data
Benefit
All your marketing information
in one place, avoid data silos and spots upcoming trends and opportunities
See which strategies work best
Increase marketing ROI by Disconnected

marketing process
delivering the right message at the right time to the right target : increase cross selling / up selling while reducing cost of sales and marketing
Increase customer acquisition

rate through advocacy and customer driven marketing
Lack of process
flexibility

Flexible marketing tool integrated to

inventory and CRM data
Client Relationships
Advertising Sales Client Relationship

Solution
CRMoD
Challenge
Lack of rigor of
sales process
Benefit
Manage your pipeline and product mix
more precisely, increase velocity
Ensure your sales people follow the

best practices and perform consistently maximum sales productivity
Improve Lead quality to increase

conversion
Lack of context in
the advertising sales interactions
Stop the leaks, nurture every lead
Flexible and easy to use sales

support application
More effective sales execution in

presentations and proposals
Configurable sales automation No 360 view of

prospect / customer workflows and pre-defined activities, leads and opportunities
Enable Marketing and Sales to be

more collaborative and productive
Higher conversion rate of leads, to

opportunities, to closed deals
Integrated and relevant

customer information
Get closer to your key customers and

deploy a consistent long term strategy throughout your sales force
Advertising Sales Partner Relationships

Solution
Collaborative CRM
Challenge
Lack of partner
process enforcement (recruitment, funding, comarketing, leads management, opportunities management, etc)
Benefit
Improve advertising sales ratio
by enhancing partner performance, selection or follow up
Enhance advertising selling

experience by federating processes across media partners
Reduce time to implement

Cloud CRM solution allowing
controlled access from any partners inside and outside the organization
partner initiatives and partner data integration costs
Lack of truly
Enables growth and success

of indirect sales channels through collaboration with partners or agencies
Ability to import partner leads

and interactions back into cloud CRM for prospecting / cross selling activities
Analytics
Advertising Sales Analytics

Solution
CRMoD Analytics
Challenge
Difficult to report
across multiple sources
Benefit
Gain actionable insight at a glance
to see how efficient your sales force is, how much customers are spending or how your pipeline is growing
Improve advertising sales

processes ROI by providing performance metrics across all activities
Reporting not
Prebuilt BI fully integrated over

advertising sales data
Compare current performance with

historical to uncover new opportunities and identify issues before they impact your business

practices and KPIs
Timely metrics, alerts, and Lack of flexibility in

adapting business intelligence estate reports delivered to laptop or mobile device
Reduce BI implementation costs

and drive overall user and audience experience upwards

integrate in hours/days versus lengthy internal IT cycles
Ensuring critical up-to-the-minute

business intelligence is available to everyone at every level of your organization at the point at which they need it most
Challenges: Subscriber Management

New Business Models
How can I Convert casual readers into
subscription customers? Create direct relationships with customers? Manage subscribers across retail, online and call centre? Introduce new models such as vouchers and pre-pay?

How can I Turn free online users into
paying digital customers? Manage subs across multiple physical and digital services? Manage an online paywall? Increase subscription revenue and reduce churn? Provision services instantly?
How can I Achieve a single unified view of my customer across all services and platforms? Collect and analyse subscriber data to better serve my advertisers? Target the right potential subscribers with effective marketing? Reward my most loyal, highest-revenue subscribers?
Knowing the Customer
Oracle Day in the Life ! Media Subscriber Management

Use audience data to develop profitable new products and content services Use demographic data to increase ad rates Feed production, demand and distribution planning for physical products Understand and Segment subscribers
Single Subscriber View
Create and manage single subscriber record and drive provision access to all physical and digital products/services Maintain single, unified view of all customer behaviour and spend Ensure consistent customer service experience across products and channels Aggregate content consumption data from across platforms
Analytics
Subscriber Management
Client Marketing
Manage customers directly, as well as through digital aggregators such as Amazon, Apple and Google Share customer data with marketing partners Create single customer view across federated media organization Enable seamless collaboration with Sales Partners
Subscriber Relationships
Target regular free readers/prospects with subscription and product offers Upsell and cross sell services to subscribers Bundle products and services to deliver value to subscribers (e.g. free iPad app with print subscription) Reward the most loyal, highspending subscribers with incentives Manage referral schemes (voucher codes)
Enable self-service account management , registration and billing Manage readers clubs and loyalty programme Enable user registration for free content Offer home delivery and newspaper voucher schemes Manage digital subscriptions and paywall Deliver efficient high quality customer service to drive loyalty
Subscriber Management Single Subscriber View

Solution
Complete CRM
Challenges
Disparate data
sources
Benefits
Understand customer needs and
activity patterns for more effective processes and improved ROI
Ensure high quality and consistent

lead generation. Customer information is never lost and is nurtured over time
Gain seamless information flow with
Lack of data
capture process
multi-channel integration

CRM, analytics and marketing solution to automate, simplify, and manage all subscriber information
Achieve faster time to sales,

marketing, and service insight
Improve service and subscribers

satisfaction for more profitable and loyal consumers
Siloed subscription
models
Single 360 degree subscriber

model with activity, lead and contract renewal management over multi products
Gain insight across a unified

revenue funnel
Client Marketing
Subscriber Management Client Marketing

Solution
CRMoD Marketing
Challenge
Benefit
Save in client marketing
Lack of integrated
subscriber data
operational costs and user training time
Increase client marketing ROI

by delivering the right message at the right time
Improve overall experience by

linking marketing activities with all subscribers interactions
Disconnected
marketing and service process

Campaign ROI tracking with

integrated response and lead management
Subscriber Relationships
Subscriber Management Subscriber Relationship

Solution
CRMoD
Challenge
Lack of Lack of
process control
Benefit
Save in audience service
delivery operational costs, integration budgets, and user training
Improve lead quality to

increase conversion
Lack of self service Full control of the subscriber

interaction process through call centre, self service and mass interactions
Increase subscribers
satisfaction with the ability to solve queries and interactions timely and efficiently
Adapt and enhance the

subscribers experiences with agile business driven processes
Lack of context
Easy to configure processes

driven by business needs with hours/days to implement versus lengthy internal IT releases cycles
Subscriber Management Partner Relationships

Solution
Collaborative CRM
Challenge
Lack of visibility of
partner performance
Benefit
Improve subscribers
satisfaction by enhancing partner performance and selection
Enhance subscribers Lack of control in

partner process and data experience by federating processes across media partners
Cloud CRM solution allowing

controlled access of subscriber data from partners inside and outside the organisation
Reduce time to implement

partner initiatives and partner data integration costs
Lack of truly
Ability to import partner

activities information back into cloud CRM for complete view of audience interacttions
Analytics
Subscriber Management Analytics

Solution
CRMoD Analytics
Challenge
Lack of reporting
across audience data sources
Benefit
Improve subcribers processes
ROI by providing performance metrics across all activities
Improve subscribers
satisfaction and ROI with intelligence driven processes
Reporting not
Prebuilt BI integrated over

subscriber data
Reduce BI implementation
costs and drive overall user and audience experience upwards

practices
Lack of flexibility in
adapting business intelligence estate
Timely metrics, alerts, and

reports delivered to laptop or mobile device

integrate
Common to all. Oracle CRM On Demand Introduction

Complete CRM Why Software as a Service?
Rapid & Low Effort Implementation
Predictable, Monthly Low Cost Easy to Use, High User Adoption Scalability Easy to Tailor and Customize
World Class Disaster Recovery, Security & Support
Oracle CRM On Demand is the first and only single provider of integrated sales and marketing that run in the cloud, delivering more sales-ready leads for less cost.
The Most Complete Enterprise SaaS CRM Solution

Oracle CRM On Demand
Oracle
Best-in-class Sales Automation PRM Service Best-in-class Marketing
Niche
Comprehensive Analytics
Enterprise-Grade Security Single Provider Solution Multiple SaaS Deployment Options Lowest TCO
Media CRM On Demand References
MacMillian Publishing Improves Sales Pipeline

COMPANY OVERVIEW MPS Limited provides various services to publishers ranging from prepress for books, journals, and magazines; to e-book conversion and hosting, interactive e-learning, and multimedia solutions. Employees: 2500 CHALLENGES/OPPORTUNITIES Deploy a customer relationship management (CRM) system that creates common practices around the entry and management of sales pipeline information following MPSs acquisition of three companies, each with different capabilities Help sales staff identify orders that were more profitable and more likely to close, and provide them with tools to identify opportunities to up-sell and cross-sell to customers SOLUTION Oracle CRM On Demand, 25 users CUSTOMER PERSPECTIVE Oracle CRM On Demand enabled MPS to create common sales processes and shared business practices across all locations. This has helped us achieve better forecasting and planning through improved sales pipeline analysis. Vikas Dhandhania, Associate Vice
President, Presales and Marketing, MPS Limited, a Macmillan Company
RESULTS Deployed Oracle CRM On Demand for a central repository of customer information, and to better manage the sales pipeline Enabled sales staff to capture more detailed information about the clients specific requirements, which helped identify buyers pain points to create better offers and win more deals
LexisNexis Deploys Team Selling Process

COMPANY OVERVIEW
LexisNexis is a leading provider of information and services solutions, serving professionals in the legal, risk management, corporate, government, law enforcement and academic markets
CHALLENGES/OPPORTUNITIES Consolidate five sales force automation systems, including acquired companies Prior systems could not be accessed remotely Support rollout of a new standard sales process Allow management visibility to track sales process Support team selling environment with geographic complexities Quickly deploy a CRM solution with flexibility to migrate to On Premise, when applicable SOLUTION Oracle CRM On Demand
CUSTOMER PERSPECTIVE We've experienced improvements in our sales processes since the first day we started using Siebel CRM On Demand. Andy Haffke, Director of Sales Ops
RESULTS
Consolidated five different SFA systems Gained common view of the customer across the organization Deployed Miller-Heiman sales processes within CRM On Demand Sales process improvements, including ability to track sales and opportunity stages and create pipeline reports Full deployment in 90 days
Dallas Morning News Deploys Guided Selling and Legacy Integration

COMPANY OVERVIEW A subsidiary of Belo Corp. (NYSE: BLC), the Dallas
Belo Corp. owns more than 25 media properties spanning
print and television Revenues: $1.6 Bn, more than 7K employees Morning News is the largest of the print media properties
RESULTS A structured system to guide reps through

standard sales processes. Especially beneficial to new reps as there is a high turnover rate in this competitive business
CHALLENGES/OPPORTUNITY SFA processes were well defined, but managed through

several, unconnected legacy applications. Sales processes required frequent adjustments in the competitive Ad sales landscape for promotions and new campaigns. This was difficult to execute between many legacy apps. Inconsistent internal processes between sales teams Reporting was manual and time consuming
Critical Account information, such as credit

history, is integrated from legacy apps., which helps to streamline the sales cycle and eliminate time wasted on Accounts in poor credit status
The Opportunity Pacing Report aligns the

sales team with the forecasting model that the business reports to Wall Street
SOLUTIONS Oracle CRM On Demand Informatica with Siebel Analytics Informatica to CRM On Demand integration
Management has better visibility into what

their reps are working on, thus creating more focused guidance where needed
Lesite.tv Improved Marketing Campaign Success and Increased Sales Productivity While Controlling Costs
COMPANY OVERVIEW
Lesite.tv is the premier educational videos on demand

(VOD) internet site for France and French-speaking countries with less than 500 employees It is a subscription service provided by France 5 and the SCEREN that uses streaming and downloading to give teachers, researchers, and pupils access to more than 2,500 video sequences, such as documentaries, magazines, and archives CHALLENGES/OPPORTUNITY Provide a quick to implement, easy-to-use, multichannel CRM system Optimization of customer knowledge throughout entire sales lifecycle Categorize and segment prospects and customers more effectively Communicate a unified customer vision and avoid increase of silo databases
SOLUTIONS Oracle CRM On Demand Sales, Service &

Marketing 15 users implemented in less than 4 months
RESULTS Using CRM On Demand to achieve net

optimization of prospect targeting and marketing campaign effectiveness boosting the conversion rate to 50%
Increased lead conversion rate and

accelerated contract closings
Increased sales productivity by providing

users with access to sales reportssuch as opportunity follow-up, long-term outlook, and progress reports
DIRECTV Augments Sales Solutions

COMPANY OVERVIEW
Leading provider of satellite-based television

services, with 17.6 million customers in the U.S. Industry: Media and Entertainment Employees: 18,300 / Revenue: $19.7 billion CHALLENGES / OPPORTUNITIES
Sales management relied on outdated sales and

pipeline reports Empower a geographically-dispersed sales force with tools to manage consumer sales and a retail network of more than 5,000 dealers Streamline contact center operations to eliminate duplicate calls to multiple locations and to accelerate service SOLUTION
CUSTOMER EXPERIENCE Implemented Oracle CRM On Demand to provide a centralized repository for more than 600 sales and support representatives and, by integrating with a mobile system from Antenna Software, empower agents with real-time, mobile information Added Oracle Contact On Demand for agents in the satellite TV services Denver call center that work with dealers, providing them with a phone tree and intelligent routing to answer dealers questions more efficiently
Oracle CRM On Demand (B2B/Dealers) Oracle Contact On Demand (B2B/Dealers)
RESULTS Improved sales productivity by reducing call preparation time by 90 hours per week Accelerated issue resolution and reduced pipeline reporting from seven days to less than one day Achieved 432% ROI and payback in 2.4 months Allowed their dealers to spend less time working with us and more time with their customers, selling

CRM On-Demand in Media

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CRM On-Demand in Media

Oracle in Media & Entertainment

Oracles integrated media solutions

Enterprise Performance Management, BI & Analytics

Advertising & Content Scheduling

Rights, Participations & Royalties Consumer

Acquisition & Digital Content Srvs. Content Distribution

Digital Content Production Content Delivery

Digital Catalog & Archive

IT Infrastructure Infrastructure & Networks

Service Delivery Platform

Oracle Media Customers

The Challenges Were Hearing

Maximize Margins Meeting Consumer Demands:

! Cost Control & Efficiency:

Looked at across 3 key business areas

Challenges: Audience Management

Dealing with Digital

Knowing the Audience

Oracle Day in the Life ! Media Audience Management

Single Consumer View

Single Consumer View

Audience Management Single Consumer View

Improve service and audience

Gain seamless information flow with

Complete pre-integrated cloud

Achieve faster time to sales,

Customer information is never lost

Ensure high quality and consistent

Single 360 degree audience

Gain insight across a unified

2010 Oracle Corporation Proprietary and Confidential

Audience Management Audience Marketing

Increase audience marketing

Automation Process with multichannel and multi-steps campaigns

ROI by delivering the right message at the right time

Progressive profiling and preintegrated segmentation of CRM data

Improve overall experience by

Integrated mass emailing,

personalized landing pages, microsites and web forms

Campaign ROI tracking with

2010 Oracle Corporation Proprietary and Confidential

Audience Management Audience Relationship

Easy to configure processes

Adapt and enhance the

2010 Oracle Corporation Proprietary and Confidential

Audience Management Partner Relationships

Enhance audience experience

Reduce time to implement Cloud CRM solution allowing

Ability to import partner

2010 Oracle Corporation Proprietary and Confidential

Audience Management Analytics

Improve audience processes ROI

Prebuilt BI fully integrated over

Reduce BI implementation costs

Built-in reporting best

Improve audience satisfaction and

Timely metrics, alerts, and Lack of flexibility in

Ensuring critical up-to-the-minute

Easy to use, extend, and

2010 Oracle Corporation Proprietary and Confidential

Challenges: Advertising Management