The document discusses the importance of Enterprise 2.0 for businesses. It outlines that Enterprise 2.0 applications should be social, collaborative and leverage collective intelligence. It provides examples of how some companies are embracing social media and Web 2.0 tools to engage customers and increase sales. The document also demonstrates some of Oracle's Enterprise 2.0 products and solutions to help businesses adopt social and mobile technologies.

2. Enterprise 2.0: The new face of CRM Dipock Das Senior Director, CRM, Oracle Session: S300053 James Ward Technical Evangelist, Adobe

3. 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.

6. Why your business should care about Enterprise 2.0

8. “ the groundswell is: A social trend in which people use technologies to get things they need from each other , rather than from traditional institutions like corporations” Charlene Li, John Bernoff, Forrester Research from “groundswell: winning in a world transformed by social technologies” The Groundswell Business loses control of the customer Business spends millions of dollars cultivating a brand image, creating a product message and defining a value proposition. But who controls the message today?

9. Where Enterprise Applications Fall Short Business loses control of the user Populating and maintaining data Getting user acceptance Generating meaningful analytics Customizing CRM applications Measuring CRM project ROI Identifying sales-process problems Matching technology to process Effectively rolling out the application Evaluating CRM applications Obtaining executive support Managing CRM vendor relationship Getting adequate project funding other 52% 41% 35% 30% 28% 27% 20% 18% 10% 8% 6% 6% 4% Source: Harvard Business Review , July-August 2006; Annual sales survey of Chief Sales Officers.

10. Ingredients for success

11. Social Computing What makes modern consumer applications so popular? Each one of you has probably used one of these applications You most probably did not have any training. If you were “successful” with the product, you probably went back there again. You probably connected with someone in some manner.

12. Social Computing What makes modern consumer applications so popular? These applications served a useful purpose for you – it was personal The application was simple and intuitive – it was tailored for the task at hand The product was viral – in some way – very appealing – a rich application The application made it easy to connect, share content and give feedback

13. Simple, Intuitive User interfaces

14. George Eastman “You press the button, and we’ll do the rest” Example : From “Subject to Change”, Adaptive Path ISBN 10: 0-596-51683-5 | ISBN 13: 9780596516833 http://adaptivepath.com/ideas/book.php (I recommend you buy it)

15. Siebel 8.0 Task Based User Interface “You press the button, and we’ll do the rest” Step 1 Step 2

16. Capture Film Advance Film Develop Film Print Film Refill camera Example : From “Subject to Change”, Adaptive Path Photographic System

17. Oracle Confidential: Not for Distribution Browse Music Play Music Browse Music Play Music Rate Music Add Music Buy Music Create Playlists Music System

18. Browse Contacts Call Contacts Rate Contacts Browse Contacts Rate Contacts Alter metadata Add Contacts Delete Contacts Make Call lists Create activities CRM System

19. Gadget Demo

20. CRM Gadgets Sales Focused Gadgets - Contact Gadget Your contacts Click to Talk Categories Search Social Networks Predictive Search Click’s are tracked and written to the CRM system

21. Rich Internet Applications

22. What makes an interface ‘Rich’? A chair is just a chair…but Which do you prefer? A B Logic tells you that both serve the same purpose But you chose the expensive chair on the right ..because there is something aesthetically pleasing about that chair… the design has an appeal that draws you to it… WARNING: Aesthetics, power and technology, are not enough. The product must be practical and give value to the user.

23. How we view the world Get inside the head of your users People who make software People who use software data logic user interface mostly irrelevant user interface

24. What makes an interface ‘Rich’? The following items all have the same essential ingredient What have Shakespeare’s Globe Theatre, Jimi Hendrix, the Wii got in common? Feedback

25. Process centric to user centric design CRM 1.0 CRM 2.0

26. Social CRM Moving Enterprise applications to the next level Oracle Confidential: Not for Distribution Sales ‘Forced’ Automation Sales 1.0 ‘ Stick’ Based Model Transactional Individual Report More Sell Less Forecasts for Managers Sales Productivity Applications Social Collaborative ‘ Carrot’ Based Model Sales 2.0 Sales for Sales Reps Report Less Sell More

27. Demonstration Contact Radar revisited

28. Open, secure, sharing connected

29. History has shown that sharing benefits everyone ‘ Need to share’ is the new ‘Need to know’ The Human Genome Project Deoxyribonucleic acid (DNA) Linux Wikipedia “ The Web is more a social creation than a technical one. I designed it for a social effect - to help people work together - not as a technical toy” Sir Tim-Berners Lee, Weaving the Web

30. The network effect of sharing The New Generation Share to Create Value Employees are organized hierarchically… (approx: 3500 year old design pattern) But work through social networks The more we share, the greater value we create over time

31. Personal Preferences Content SOCIAL CAPITAL Customers, Partners, Suppliers Employees Employees, Customers, Partners, Suppliers Communities Drive Business Innovation Contribution Accelerate Growth Community Value CRM HR SCM Tagging RSS Sharing Social Networks Enterprise

32. Communities Must be Flexible AND Secure Contribution Accelerate Growth Community Value

33. Architecture

35. Architecture of Social Platform … Remote EJB Web Services Web Services TCA Data Model Platform Services Security, Provisioning, Licensing, SaaS, Monitoring, Logging, Auditing Sales Prospector OC4J Instance Sales Campaigns OC4J Instance Sales Library OC4J Instance Social Services OC4J Instance (Networks, Groups, Profiles, Tags, Ratings, Reviews, Relationships) Apps, Specific UI Adobe Flex / Oracle ADF UI Platform SSO (OID/OAM) Batch Components TopLink SC SP SL Apps Common Customer Care OC4J Instance User Profiles OC4J Instance Platform Services TopLink Platform Services TopLink Platform Services TopLink Platform Services TopLink Platform Services TopLink

36. The Products

37. Mashups Web 2.0 Apps Office/Mobile Device and Browser Independent Gadgets

38. Web 2.0 Applications for the Enterprise Oracle Sales Library Oracle Deal Management Oracle Sales Campaigns Oracle Sales Prospector

40. Oracle – Mobile Productivity Search Lookup Call Find an Address Share leads Contacts Check Schedule Create Appointments Update Leads Approvals Check To Dos Jot Notes Connect with Teams Follow-up Business Intelligence Alerts HR On the way to meeting After the meeting Throughout the day

41. Oracle – Mobile Productivity Search Lookup Call Find an Address Share leads Contacts Check Schedule Create Appointments Update Leads Approvals Check To Dos Jot Notes Connect with Teams Follow-up Business Intelligence Alerts HR On the way to meeting After the meeting Throughout the day

42. The “Three Cs” of Enterprise 2.0 Best of Breed applications with Business Intelligence

43. Embracing change

44. Web 2.0 Tools applied to Enterprise Trends and implementation Social Networks Leveraging modern Social Networks to find affinities and drive sales. Open Social API *Jeffrey Gitomer, Best Selling Sales Author Personal Prospecting 40% of Sales Reps actual opportunities originate from a formal Lead. Personal prospecting makes up the rest* RSS | TAGS | DIGG Users subscribe and give feedback on content posted on an unprecedented scale Blogging | Wiki’s Both public and private blogs become dynamic informal channels of communication Collective Intelligence Lawyers found that watching the RSS feeds that their colleagues were watching left them better informed on the most important topics Market Research real-time, large scale focus groups Marketing Blogs become a form of marketing – reaching audiences who choose to subscribe .. Wiki’s teams stay better informed through user driven (searchable) wiki’s

45. Real world example Kettle Chips taps into the Community to increase sales 28%** Article from : F@st Company | Issue 113 | March 2007 | Page 55 | By: David Lidsky

46. Real world example Kettle Chips taps into the Community to increase sales 28%** Spring 2004 execs receive wacky letters from devoted customers. devise way to tap into that energy. Article from : F@st Company | Issue 113 | March 2007 | Page 55 | By: David Lidsky July 2005 spicy thai & cheddar beer released. sales rise 28.1% to $31m. potato chip market grows at1.2% as a whole ( Packaged Facts ) Summer 2004 “what flavour should we make?”– staged events in North West. 16,000 ballots received. January 2005 ‘ people’s choice’ campaign – fans select from 5 flavours. use blogs & digg. 10,000 votes received . January 2006 kettle releases 2 new people’s choice flavours. kettle tweaks flavour based on feedback posted by tasters to website January 2007 kettle launches a community site for potato-chip lovers. site used for flavour development

49. + This collaborative tool increased qualified leads by 200%.

50. + Increased sales by 15%

51. Existing web businesses are transformed

52. ??? Web 2.0 Startup ??? + Innovative new businesses are born, changing how people think of the web

53. In Summary What does it take to be a next generation application? OnDemand Personal Engaging Connected