2. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Capability Model Presenter’s Name Presenter’s Title Organization, Division or Business Unit Month 00, 2014 Note: The speaker notes for this slide include detailed instructions on how to customize this Title Slide with your own picture. Tip! Remember to remove this text box.

3. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Introduction Capability Analysis for: –

4. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Scope of Analysis

5. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Top-Level Business Capabilities

6. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Top-Level Business Capabilities – Scope

7. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Capability 1. Customer Relations Self Service 1.3 Customer Service Call Center Chat Issue Resolution Products Training Lead Mgmt 1.2 Marketing Campaign Mgmt Proactive Marketing Opportunity Mgmt 1.1 Sales Customer Lifecycle Mgmt 1.4 Customer Management Customer Profile Mgmt Customer Relationship Hierarchy Mgmt Commission Mgmt Communications Management 1.5 Customer Comm Mgmt Communications Analysis Customer Contracts Mgmt Sales Forcasting

8. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Relative Impact on Business Objectives 1. Customer Relations Self Service 1.3 Customer Service Call Center Chat Issue Resolution Products Training Lead Mgmt 1.2 Marketing Campaign Mgmt Proactive Marketing Opportunity Mgmt 1.1 Sales Customer Lifecycle Mgmt 1.4 Customer Management Customer Profile Mgmt Customer Relationship Hierarchy Mgmt Commission Mgmt Communications Management 1.5 Customer Comm Mgmt Communications Analysis Customer Contracts Mgmt Sales Forcasting Business objectives: a) Reduce Cost b) Reduce Time to Market

9. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Relative Impact on Business Objectives 1. Customer Relations Self Service 1.3 Customer Service Call Center Chat Issue Resolution Products Training Lead Mgmt 1.2 Marketing Campaign Mgmt Proactive Marketing Opportunity Mgmt 1.1 Sales Customer Lifecycle Mgmt 1.4 Customer Management Customer Profile Mgmt Customer Relationship Hierarchy Mgmt Commission Mgmt Communications Management 1.5 Customer Comm Mgmt Communications Analysis Customer Contracts Mgmt Sales Forcasting Reduce Cost Reduce Time to Market

10. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Strategic Significance (Differentiating Capability) 1. Customer Relations Self Service 1.3 Customer Service Call Center Chat Issue Resolution Products Training Lead Mgmt 1.2 Marketing Campaign Mgmt Proactive Marketing Opportunity Mgmt 1.1 Sales Customer Lifecycle Mgmt 1.4 Customer Management Customer Profile Mgmt Customer Relationship Hierarchy Mgmt Commission Mgmt Communications Management 1.5 Customer Comm Mgmt Communications Analysis Customer Contracts Mgmt Sales Forcasting Reduce Cost Differentiating

11. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Reliance or Impact on Key Processes 1. Customer Relations Self Service 1.3 Customer Service Call Center Chat Issue Resolution Products Training Lead Mgmt 1.2 Marketing Campaign Mgmt Proactive Marketing Opportunity Mgmt 1.1 Sales Customer Lifecycle Mgmt 1.4 Customer Management Customer Profile Mgmt Customer Relationship Hierarchy Mgmt Commission Mgmt Communications Management 1.5 Customer Comm Mgmt Communications Analysis Customer Contracts Mgmt Sales Forcasting Reduce Cost Differentiating Process Reliance

12. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Reliance or Impact on IT 1. Customer Relations Self Service 1.3 Customer Service Call Center Chat Issue Resolution Products Training Lead Mgmt 1.2 Marketing Campaign Mgmt Proactive Marketing Opportunity Mgmt 1.1 Sales Customer Lifecycle Mgmt 1.4 Customer Management Customer Profile Mgmt Customer Relationship Hierarchy Mgmt Commission Mgmt Communications Management 1.5 Customer Comm Mgmt Communications Analysis Customer Contracts Mgmt Sales Forcasting Reduce Cost Differentiating Process Reliance IT Reliance

13. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Detailing Capability Capability Name Capability Description, explaining as well as possible the scope of the capability Capability attributes ProcessesFunctionInformationService Level/ Availability Security Business GoalsMetricsCurrent IssuesPerformanceOwned By (business) xyx

14. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Detailing Customer Service Capabilities Customer Relationship Hierarchy Mgmt Covers the complete set of services and belonging database required for Customer Relationship Hierarchy management, including the storing, updating and use of the data. It covers all kind of Customer Relationships, such as mother, daugher companies relationships, (sport) chain relationships, family relationships. Each entity does not have to be a customer themselves, such as children in a family relationship. Capability attributes ProcessesFunctionInformationService Level/ Availability Security Business GoalsMetricsCurrent IssuesPerformanceOwned By (business) Marketing Self Service (access control) Self Service (shop) Call Center Collect, store, update, or delete Hierarchy and related Access Data Collect, store, update or delete Access Data Retrieve hierarchy data Retrieve access data Customer/relation Hierarcy Access Rules Preferably same as for Self Service (24/7) Disruptions lead to reduced self service function Customer confidencial Increase Revenue Highly Satisfied Customers Customer satisfaction survey Relationship based Sales number Capability does not yet exist Customer facing quality level (immediate) Customer Service