1. Contact On Demand (COD) Partner Enablement Program
North American Sales
CRM On Demand
Monday – Aug 24, 2009
Contact On Demand (COD)
Partner Enablement Program

2. WELCOME Call Attendees Webcast Communications Today’s Presenters
Oracle’s NAS Application Partners
Oracle’s Internal Sales Teams
Webcast Communications
Always recorded
Replay link is posted on OPN in about 5 – 7 working days
OPN > Company Initiatives > North American Applications Resellers > Education> Webcast Replays
Or ask for the link from your Channel Manager
Today’s Presenters
Balaji Sundara Sr. Mgr.; COD Product Management Team
Jeffrey Kirsh Mgr.; COD Partner Enablement Manager
Tim Koehler Director, CRM On Demand Product Marketing
Michelle Hoover Director, NAS Apps Reseller Program 2

3. Today's Agenda Enablement Program Plan Objectives
CRM OD & COD Value Proposition
What is the COD Partner Enablement Program
Partner Participation
Program Deliverables and Oracle Support
Contacts for Further Assistance 3

4. COD Partner Enablement Go-To-Market Objective
Drive more Contact OnDemand license sales
Currently, partners are required to engage OCS to assist or fully implement
Our goal is to create a robust implementation community of fully enabled partners to support MIDSIZE COD opportunities
Our NAS A&C, COD Product Management and CRM Product Marketing are collaborating on creating a COD partner enablement program
We feel this will strengthen the investment our NAS CRM OD partners have made in Oracle and CRM OD.

5. Today's Agenda Enablement Program Plan Objectives
CRM OD & COD Value Proposition
Program Details
Partner Participation
Program Deliverables and Oracle Support
Contacts for Further Assistance 5

6. CRM On Demand Contact On Demand
Deepest CRM
Sales
Marketing
Integrated contact center
Analytic subject areas
Unmatched Usability
Voice and channels
Cross Industry applicability
Every Industry needs call center
Enhanced customization, extensibility, and integration
Oracle CRM On Demand Release 16 is a very significant release. We’ve:
Further enhanced core CRM capabilities such as in Sales, with forecasting enhancements further tailored for the best practices of individual companies.
Added to the application’s ease of use with faster access to information and fewer clicks – to increase efficiency user adoption in your organization
Added prebuilt industry objects in the insurance, wealth management and life sciences markets. This increases the verticalization of CRM On Demand to further meet the requirements of specific industries.
Added a number of languages – including Danish, Dutch, Finnish, Polish, Russian, Swedish, Thai and Traditional Chinese – to increase global user adoption of the application.
Done a huge amount of work in the area of customization, extensibility and integration. In addition to providing a significant of prebuilt custom objects, we now support unlimited custom objects, so organizations can extend the application and incorporate as many custom objects as they want. Bottom line: we offer more embedded functionality than any other on demand CRM application and now offer the strongest extensibility capabilities. 6

7. Tackling the Toughest Service Challenges
Trends:
Retail – QVC – 4,500 agents. Beat SAP.
Healthcare: Walgreens, McKensson expansion,
Auto: Volvo, Hyundai, Tata, Toyota
Telco Expansions:Turk Telecom, PT, TNZ
Self Service Momentum: Visa, KPN, Cox, NetCologne, Swisscom, TI, Grupo Aval
Ebilling: BSC, Telstra, Tikona
CRMOD: Equiinix, Eclipsys, DTV
COD Differentiation: DTV, Cummins, Equinix, QVC
McAfee: 1,500 seats. 24/7 Global Consumer Help Desk. Includes web portal, 400,000 SRs in SOD per month
Polk: 1) price 2) JDE integration 3) well executed by rep 4) analytics
QVC: 4,500 users
Aircell: 6K users 7

8. More Revenue Opportunity for Our Partners
Uncover hidden demand for contact center
Upsell COD to CRMOD customers
Focus on service opportunity
Drive every qualified opportunity
Lots of applications claim to help you do more. Oracle CRM On Demand helps you do more of the right activities. By alerting you and your team of the hidden potential within your territories and quickly helping you separate the wheat from the chaff you truly will be able to do more with less.
The combination of Oracle CRM On Demand’s territory management capability with the opportunity identification capabilities of Oracle Sales Prospector provide you with the unique ability to uncover hidden demand in your territories. It is no secret that companies everywhere are reducing the number of vendors they want to work with. Serving more of the needs of your customers is one way to increase your chances of becoming a vendor of choice.
Oracle CRM On Demand aligns marketing and sales so that everyone understands the priorities, and there is continuous feedback regarding lead quality. With the right tool in place to orchestrate this process you will quickly become a learning organization more capable of focusing your resources. With Oracle Sales Prospector, you can leverage historic, current, and third party data to pinpoint the right prospects for any opportunity. Sales reps effectively become their own lead generator, identifying the highest quality leads in their territories on their own.
Every sales leader knows that the names of the game in sales are coverage and execution. To sleep soundly at night, you want to know that every qualified opportunity is covered and being driven to the best extent possible. With Oracle CRM On Demand’s territory management capability as well as our Social CRM applications that empower reps to validate their own territory coverage, you can be assured that your team is doing everything possible to make even the most aggressive sales targets. 8

9. Contact On Demand vs. Competition
CRMOD + COD
Salesforce.com
SAP-BCS (Wicom)
Integrated Real time Call Center and CRM Analytics
Yes
Limited
Unknown
Integrated Historical Call Center and CRM Analytics
Product Support
24x7x365
Oracle Support
CRM – SFDC
Call Center- 3rd party
SAP
Integrated Multi- Channel ACD No
CRM Hosted By
Oracle
SFDC
No Hosting
Call Center Hosted By
3rd Party
Product/Solution Available since
2004
March 2008 ?
Let me be more specific about the concept of “single sourcing functionality from one vendor.” You could also call it “completeness.” In short, when you look at the dimensions of what organizations need from an on demand CRM solution, we offer unprecedented value. We are NOT about providing core CRM competencies through third party solutions. 9

10. COD :Key Differentiators
One Vendor. Oracle Brand
Presence in the market
Unified agent and customer experience
Out of box pre-integrated solution (OD and OP)
Analytics
One data center- highly secure
3 key differentiators as to why Oracle CCOD is better…

11. Today's Agenda Enablement Program Plan Objectives
CRM OD & COD Value Proposition
Program Details
Partner Participation
Program Deliverables and Oracle Support
Contacts for Further Assistance 11

12. COD: Partner Program Details
New program driven by NAS Alliances and Channels
Enables CRMOD partners - resellers / integrators - to become accredited for implementing COD
Eliminates the requirement to engage OCS for COD implementations.
No cost to join COD Enablement Program
Focus on Mid-Market: Companies with < $500 in revenues
Partner agrees to sell 1 deal per quarter.
Access to Oracle Training / Forums
Program is in Beta stage now with 7 partners
General availability planned for Q4FY10
Engage OCS if you need to

13. Today's Agenda Enablement Program Plan Objectives
CRM OD & COD Value Proposition
Program Details
Partner Participation
Program Deliverables and Oracle Support
Contacts for Further Assistance 13

14. Current Status of Enablement Program
Beta Program - Phase 1
Started Q1 - FY10
All are CRM On Demand partners today
Combo of resellers and system integrators
MTSI, Promero, Serene, CD Group, AMX, easyCRM, CRMiT
Beta Program – Phase 2
Enrollment in Q2 - FY10
Participation in Q3 - FY10
Program – General Availability
Q4 - FY10
Invitation was extended by COD management based on recommendation from NAS channels
Beta partners had a deal in Q1 or Q2

15. COD: Phase 1 - Beta
Part 1
Beta Partner completed 2-week Train-the-Trainer training in July.
Will complete all developed training modules and provide feedback / identify any gaps
Part 2
Beta Partner required to fully implement 1 deal by the end of Q2 FY10, with Oracle oversight.
COD Operations evaluates the partners implementation process and documentation.
Provides feedback at several “health checks” throughout the implementation cycle.
Letter acknowledging COD Partner Accreditation after successful completion of the program
CRMOD has demo account, development account and reduced price accounts
Resellers get a discount on list price and they get margins on every deal
>>Integrators - if the deal is net new they get referral fee.

16. COD: Phase 1 - Beta Online courses being developed by Oracle COD Team
Part 3
Online courses being developed by Oracle COD Team
They will be offered as self-paced recorded webcasts via OU
Creating Workgroups, Projects and Campaigns
Programming a IVR Script
Enabling COD within CRM OD
Generating Reports
Advanced Administration Functions
Working with COD Operations
How to Manage the Customer
ILT courses under consideration
COD Presales...Identifying and Qualifying COD Opportunities
COD Best Practices workshop

17. COD: Partner Expected to Provide End-User Customer Training
Partners will provide the necessary training to the end-user.
Agent Training
Supervisor Training
Administrator Training
Partners will handle end-to-end project management and follow-on Q&A with their customer.
Partners will have access to COD Forum to obtain answers

18. <Insert Picture Here>
Plans For Additional Partner Participation

19. COD: Phase 2 Beta - Other Partners
Beta Phase 2 planned for December ‘09
10 Partners will be accepted via nomination
Process will be sent to NAS Channel Managers in mid-September.
Nominations accepted in late October (Rene’ Chapman will handle)
Must be a CP / CAP – certified CRM OD Partner
Must have an opportunity to implement in Q3FY10
Nomination questionnaire will be required
Sample questions:
Do you currently implement CRMOD?
Describe experience and resources and customers.
CRM license revenue sold or influenced & units in last 12 months
What market segments?
Describe telephony experience
Webinar based training starts in Q3 FY10 (December ’09)
Beta 2 Partners will be required to take these courses
Partners are required to successfully complete the OU CRM OD Administration Essentials course

20. COD: Partner Enablement Program – General Availability
Program fully available in Q4 FY10
All training available online in OU
Product and Admin Training
Pass assessment test with 80%
Accreditation is based on successful completion
Partner implements 1st COD deal
COD team will assist partner with 1st implementation
Assistance provided FREE of charge
Successful implementation, a letter from COD operations accredits the partner

21. OCS Must Be Engaged – Until General Availability is Announced
Business as Usual – Partner must engage OCS for a COD implementation
OCS & Partner will develop a joint implementation plan
This requirement will continue until Partner has become accredited
Contact information:
Tom Herold
Work Phone:

22. Today's Agenda Enablement Program Plan Objectives
CRM OD & COD Value Proposition
Program Details
Partner Participation
Program Deliverables and Oracle Support
Contacts for Further Assistance 22

23. COD Program Deliverables and Assets
Once in the enablement program:
Access to Call Center CRM Home
COD courses and webinars via OU
Marketing and Sales Collateral
Documentation
MetaLink access
COD Forum “interactive” participation
Partners can post questions on Forum with their registered Metalink Login
Plans to develop “How to work with COD for Custom Development”

24. COD: Support Model Upon “Go-Live”
Stage1: 1st week of Application in Production
COD Ops Team still provides some assistance with customer training and application issues.
Customer -> Partner Support -> COD Ops team
Stage2: After week 1 of Production
Customer calls Oracle directly
Customer ->Oracle Customer Care-> COD OPS team

25. Today's Agenda Enablement Program Plan Objectives
CRM OD & COD Value Proposition
Program Details
Partner Participation
Program Deliverables and Oracle Support
Contact for Further Assistance 25

26. COD: Contact Jeffrey Kirsh COD Partner Enablement Manager
+1 (813) (Work)
+1 (813) (Cell)

27. Summary Unhidden demand for COD – great upsell with CRMOD
Drive additional Sales & Services revenue
Our goal is to enable our Partners – self sufficiency
No OU training costs to become accredited
Partner Enablement Program – in Beta Stage
Next wave for Partners commences in December
General availability planned for early Q4FY10
Until GA, partners must still engage OCS
Have your consultants complete the 4-day Live Virtual OU Course > CRM OD Administration Essentials (Course ID: D56680GC10)

28. Q & A 28