Greater China CRM Communication October 2004

Greater China CRM Community Organization Chart

CRM Team Product Specialisation Chart

CRM Team Product Skill Matrix – As-is

CRM Team Product Skill Gap Sales – Ye Wei Sales Operations Process with real-life experience Channel management with Partners & Trade Management Contracts Management Incentive Compensation Product Configurator & Developer Marketing – Eddie Tsui Customer segmentation KPIs for each industry Use of Balanced scorecard, Discoverer and Business Intelligence to close the loop Service – Gene Qian & Nicholas Song Field Service, Spares Management, Advanced Scheduler, Depot Repair (?) Interaction Centre – Adams Liu Call centre operations process with real-life experience Fulfilment, Center Call centre Scripting

CRM Team Product Skill Gap CDH – Hung-yi Chen Positioning CDH v.s. DataWarehouse How to control implementation risks and data management/synchronisation process in real implementations Telco Solutions – Annie Hui Product Configurator Advanced Pricing Service Fulfilment Manager Technical – Hung-yi Chen Workflow J Developer, Forms Developer, OA Framework

CRM Team Training Plan (Q2)

CRM Team Training Plan (Q3)

CRM Team Self-Study Plan & Regular Internal Assessment Weekly case presentation & objection handling Conducted at the location level Cannot reuse presentation slides Ideally based on real recent client case Objections raised by other CRM team member, and ideally by pre-Sales from other product lines Can be used as a review point before proposals are submitted (see below) Proposal review All proposals, final demos and final client presentation need to be reviewed with at least two other CRM team members before submission Virtual teams based on product focal area should be the basis for choosing reviewers Reviewers do not own the proposal, however their final feedback need to be summarised in an and sent to Hung-yi and Bingqin Monthly whole team meeting At least one face-to-face meeting per quarter, coupled with conference call other times

Study Plan (CRM Specialisation Area) – Product focus Evaluation Specialisation Area – Level 1 Attended the bootcamp or relevant OU course(s) Self-studied relevant product datasheets and business flow materials Specialisation Area – Level 2 Run all relevant demo scripts and able to do a complete flow comprised of multiple demo scripts pass the internal panel assessment Specialisation Area – Level 3 Can build custom demo according to specific client needs, using configuration and system set-up Independently built demos for more than 4 clients in each focal area and consistently received satisfactory feedback from Sales Specialisation Area – Level 4 Have implementation experience on focal products or customisation development; In-depth understanding of data schema. Received satisfactory OCS write-up or project manager feedback for the relevant skill area OU has communicated that CRM certification programme will start in 2005, after which certification exam will be one of the evaluation criteria

Study Plan (CRM Foundation) Foundation – AppsTech – scheduled for first week of November Oracle Architecture Overview Foundation Apps Tech module (workflow, alerts, Discoverer, Multi-org etc) OA Framework CDH/AS – Apps Server Integration DBI & Reports (XML Publisher) Foundation – E-Business Suite Application – conducted on Sep 21 Apps Overview (ERM, SCM, CRM) CRM TCA data model

New Hire Product Knowledge Internal Panel Assessment Presentation (15 minutes) What is CRM and what is Oracle ’ s vision CRM footprint overview CRM Foundation Key Area Customer Model/Customer Data Hub Specialisation Product family feature & Oracle differentiators Mock Customer Solution Demo (using combination of demo script scenarios) Live demo and set up (preparation time – 2 nights) Scenario walkthrough Evaluation includes the process for registering a demo and enter the feedback form Q&A Price list – licensing options Useful URLs listed on the APAC SC New Hire Guide First round conducted on September 21, a second round is scheduled on the first to second week of November

CRM Sales Consultant KPI Utilisation (Partial) Lead SC deal closure rate (Partial) Lead SC sales feedback APAC competency assessment Knowledge Sharing contribution OPAS

Performance Review  Gather evidence in the following areas for your review – Deal Contribution  Deals Won  Deals Lost but good effort/KM pack output  Key PoC efforts that enable further sales  Lead SC contribution (team & resource co-ordination)  Sales feedback  Utilization – Knowledge Management  Deal solution in OFO (PTR, PPT, Demo, Proposal)  OFO content contribution (Reference, reusable materials, solution)  KM sessions & feedback  Selling tools contribution (e.g. ADS, Sizzle etc)  Knowledge transfer internally  Buddy Program & Buddy feedback – PRP & Reference contribution  Enhancement requests & Translation/bugs  Post sales critical accounts support  Partner readiness (trainings, workshop, on-site support) – Product & Solution Competency Level  Update your skill matrix / SSHR module level  Provide evidence as listed in the next slide  Solution competency as in Assessment Workshop

APAC Applications Sales Consulting Engagement Flow Lead SC updates entry in Project Master Index + PTR Lead SC uploads demo viewlet + presentation + proposal to OFO Lead SC acquires Sales feedback; optional for other SC