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ORACLE CUSTOMER INTELLIGENCE
11i
Oracle? Customer Intelligence is a
web-based customer information viewer, a customer
portfolio analyzer, and a customer performance
monitor. Oracle Customer Intelligence enables
companies to view and search for vital customer
information, to manage customer portfolios through
analyzing customer acquisition, activation, retention,
product gross margin, satisfaction, loyalty,
lifecycle, and to monitor customer performance through
a state-of-the-art Performance Management Framework.
Oracle Customer Intelligence is part of Oracle's CRM
applications, an integrated suite of business
applications designed to provide best practices and
support continuous process improvement for Sales,
Marketing, and Customer Service.
Oracle Customer Intelligence is
part of the Oracle E-Business Suite, an integrated set
of applications designed to transform your business
into an e-business.In addition, the Oracle E-Business
Suite is now mobile-enabled and fully-integrated with
the industry's leading mobile middleware solution,
Oracle 9iAS
Wireless. |
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Customer Knowledge as Strategic Weapon
Oracle Customer Intelligence enables
companies to gain competitive advantage through
understanding their customers. Oracle Customer
Intelligence is the only product in the market today
that allows you to obtain a 360-degree view of
customers, to manage customer portfolios, and to monitor
customer performance.
With Oracle Customer Intelligence,
you will be able to design the best customer acquisition
and retention strategies, to promote customer loyalty
and satisfaction, to leverage cross-sell and up-sell
opportunities, to effectively allocate company resources
at valuable customers, and in turn increase customer
retention and maximize product gross margin.
360-Degree Customer Information Viewer
Oracle Customer Intelligence enables
users to access enterprise-wide customer information.
Users can search for a specific customer and view the
detailed information through simple search, advanced
search, or "alpha" (A to Z) listing of customers. This
feature empowers users to quickly gain comprehensive
customer knowledge from a single web site. The following
customer information is easily accessible for you to
gain a 360-degree view of the customer:
- Campaigns
- Quotes
- Opportunities
- Orders
- Invoices
- Revenue
- Contracts
- Service Requests
- Installed Base
- Interactions
- Contacts
Customizable Personal Home Page (PHP)
The configurable Personal Home Page allows
the user to view what she considers most important. Each
user can personalize her own PHP to access all the
Oracle BIS applications. Included in the Homepage are
the Workflow Notifications area to view alerts on key
performance indicators, the Navigate area to access
other BIS products, the Favorites area for a list of
favorite reports, and the Chart Plug region(s) to
display graphs from multiple Oracle BIS
products |
Personal Home Page
Customer Intelligence Overview
Customer Intelligence Overview report gives
users a high-level picture of the enterprise's performance on
customer acquisition, retention, product gross margin, and
satisfaction. This report allows users to choose different
period ranges, intervals, customer categories, market
segments, and geographical locations to analyze
above-mentioned measures. The ability for users to view this
report by combinations of multiple dimensions empowers users
to quickly obtain a comprehensive picture about the company's
performance.
Customer Intelligence Overview Report
Customer Acquisition and Activation Analysis
The Acquisition and Activation Analysis shows
how many new customers you have acquired, where they came
from, how many and what percentage of these customers have
activated their accounts (customer activation rate). Users can
view these measures by several Oracle Customer Intelligence
dimensions such as time, customer category, market segment,
geography, etc.
Customer Retention Analysis
The cost of acquiring a new customer is six to
ten times the cost of retaining an existing one. Customer
Retention Analysis provides invaluable information to help
companies understand customer retention. Users can view the
customer retention rates by time and other Oracle Customer
Intelligence dimensions. Users can further analyze their
customers in terms of product gross margin, loyalty,
satisfaction, and lifecycle to learn why, where, when, and
which group of customers were being retained or lost, and its
impact on product gross margin.
Customer Product Gross Margin Analysis
As the "20-80 Rule" goes, twenty percent of the
customers generally account for eighty percent of the profits.
Enterprises need to know who are the most profitable customers
and who are the money losers to wisely allocate resources on
"the good", bring back "the bad", and abandon "the ugly".
Oracle Customer Intelligence allows users to analyze
customers' Product Gross Margin, Revenue, and Cost of Goods
Sold (COGS) by time and other Oracle Customer Intelligence
dimensions.
Customer Loyalty Analysis
Customer Loyalty Analysis enables users to
analyze their customer loyalty by time and other Oracle
Customer Intelligence dimensions through quantitative metrics
and formulas using internal measures such as quantity of
orders, number of contracts, year of association, number of
referrals, interactions, on-time payment rate, products in
installed base, etc. The Loyalty Index gives users a great
tool to differentiate loyal customers from disloyal ones. It
facilitates enterprises' strategies to reward the former and
turn around the latter.
Customer Satisfaction Analysis
Users can analyze their customers'
satisfaction by time and other Oracle Customer Intelligence
dimensions through quantitative metrics and formulas defined
by the user. The overall Satisfaction Index is composed of
five sub-indexes:
- Service
- Quality
- Shipment
- Billing
- Contract
Oracle Customer Intelligence empowers
users to drill down from the Satisfaction Index to learn how
each sub-index is contributing to the overall satisfaction.
Further drill-downs are also available for users to better
understand how underlying measures are contributing to the
sub-index scores.
Additionally, users can also enter the
industry's Satisfaction Index as the Industry Average for
benchmarking.
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Customer Satisfaction Analysis
Customer Lifecycle Analysis
Users can analyze their customers by grouping
them into six different cohorts for any period in time based on
their buying trends. Every cohort represents a stage in the customer
life cycle:
- New
- Growing
- Stable
- Declining
- Defected
- Insignificant
The customer lifecycle information enables
companies to identify the right customers for targeted relationship
plans, loyalty programs, and/or retention campaigns.
Performance Management Framework
Users can use the Performance Measures Framework
(PMF) to set up target values (upper and lower limits) for four key
Oracle Customer Intelligence measures:
- Retention Rate
- Product Gross Margin
- Satisfaction Index
- Loyalty Index
As the key measures reach these target values, a
set of predefined alerts and workflows will be triggered to notify
the user of potential performance problems. PMF helps users
effectively monitor the performance of their responsible segments
and identify areas of improvement to take corrective actions.
Integration with Other CRM and ERP Business
Intelligence Products
Users can drill to other reports in different BIS
subject areas to further investigate the cause-effect relationships
between measures. Drillable related reports are comprehensively
across functional areas and can belong to either CRM or ERP
applications.
Closed-loop Integration with Oracle TeleService
Oracle Customer Intelligence enables users to
leverage the existing customer profile information created in Oracle
TeleService (formerly known as Oracle Customer Care). Users can use
Oracle TeleService to select the customer profiles they want to
display in Oracle Customer Intelligence.
Customer service agents can graphically view any
customer's revenue, Product Gross Margin, loyalty, and satisfaction
information over time from Oracle TeleService. This integration
empowers customer service agents to better understand a customer to
provide the best service. The closed-loop integration between Oracle
Customer Intelligence and Oracle TeleService illustrates the best
practice for a company to increase the bottom line.
Drill-down to Individual Customer
Users can drill down to individual customers from many
analytical reports such as Acquisition, Activation, Retention,
Lifecycle, etc. This drill-down feature further enhances Oracle
Customer Intelligence's ability to conduct customer portfolio
analysis and to provide a 360-degree view of customers.
Flexible User-defined Setups
Flexible setup screens are available for users
to specify how they want to have their measures calculated based on
their business requirements. Users can set up Activation, Retention,
Loyalty, Satisfaction, Lifecycle, preferred calendar, displaying
currency, and the number of customers listed per page.
Customer Intelligence Wireless
Oracle Customer Intelligence Wireless is a mobile
customer information viewer and a customer performance monitor.
Oracle Customer Intelligence Wireless leverages what is fast
becoming every company's most important asset, customer information,
spanning transaction records that can change the way you interact
with customers to a mobile audience. This product has out of the box
real time reporting features which are easy and simple to use. A
real time summary of recent customer activity including recent
orders, service requests and interaction history provide a 360
degree view of the customer.
Oracle Customer Intelligence enables
companies to gain competitive advantage through understanding their
customers. Oracle Customer Intelligence Wireless is the only product
in the market today that allows you to obtain a 360-degree view of
customers, to manage customer portfolios, and to monitor customer
performance from a mobile device
Menu Persons
& Organizations
Simple Yet Powerful Searching
Contact Search exposes the Trading Community
Architecture (TCA) model of Persons and Organizations. It supports
multiple layers of relationships, including: contact and employee.
Additionally the Smart List Search helps users narrow their search
with less click strokes and to avoid typing.
Organization Search Contact
Details
Recent Orders, Service Requests & Interactions
A summary of recent customer activity including
orders, service requests and interaction history
Recent
Activity Open Service Requests Service Request
Detail
User Definition of "Recent"
The user can change the definition of Recent? as
defined by the number of days from the current date.
User "Recent" Preference Setting
Wireless Integration Across the Enterprise
Real-time transaction detail, like service
request and interaction history information, is sourced directly
from its corresponding OLTP applications; the Oracle Service family
and all CRM applications which populate Interaction History. Order
information is sourced real time from Oracle Order
Management.
Oracle E-Business Suite The Total Solution
Transform the way you conduct business with
Oracle E-Business Suite. Put your customer management, supply chain,
and internal operations online with Oracle's comprehensive and fully
integrated solution. Combine the wide reach of the internet with
Oracle's globalized product to run your business consistently and
accurately worldwide. Reduce costs and complexity by running on
corporate internets or the World Wide Web.
As a provider of internet platform and tools,
global consulting, education, and support services, and the
E-Business Suite, Oracle provides the most complete e-business
solution available.
The
Oracle E-Business Suite: transforming your business into an
e-business
KEY FEATURES
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360-Degree View
of Customer Information
- Easy access to enterprise-wide customer
information
- Intuitive customer search capabilities:
simple search (by name), advanced search, and "alpha"(A to
Z) listing
- Comprehensive customer
information:
- Campaigns
- Quotes
- Opportunities
- Orders
- Invoices
- Revenue
- Contracts
- Service Requests
- Installed Base
- Interactions
Customizable Personal
Home Page (PHP)
- User-friendly interface for
personalization setups
- Easy access to favorite reports
- Complete and customizable view of key
performance indicators
- Centralized web site for navigating to
other Oracle Applications
- Automatic performance measure alerts
for early warning
Customer Intelligence Overview
- High-level picture of the enterprise's
performance on:
- Customer Acquisition
- Customer Retention
- Customer Product Gross Margin
- Customer Satisfaction
Comprehensive analyses
by multiple dimensions
- Ability to drill down to each
individual report for more detailed analyses.
- Easily customizable setups to
accommodate different business requirements
- Ability to drill down to five
sub-indexes:
- Service
- Quality
- Shipment
- Billing
- Contract
- Convenient industry benchmarking
Customer Lifecycle Analysis
- Intelligence about where your customers
are in their lifecycle:
- New
- Growing
- Stable
- Declining
- Defected
- Insignificant
- Customer lifecycle trends and
distribution analyses
- Ability to drill down to individual
customers
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Customer
Retention Analysis
- Ability to understand customer
retention patterns:
- New
- Retained
- Churned
- Re-activated
- Easy access to customer retention rates
information
- Ability to drill down to any customer
segment for further customer portfolio analyses
- Insightful analyses about any segment
of customers and their:
- Product Gross Margin
- Loyalty
- Satisfaction
- Lifecycle
Customer Product Gross Margin
Analysis
- Ability to differentiate profitable
customers and money losers
- Comprehensive analyses of customer
product gross margin, revenue, and costs
Customer Loyalty Analysis
- Advanced use of internal quantitative
measures and user-definable formulas to quantify customer
loyalty (Loyalty Index) for every customer
- Easily customizable setups to
accommodate different business requirements
- Great tool to differentiate loyalty and
disloyal customers
- Facilitates enterprise's strategies to
reward loyal customers
Customer Satisfaction Analysis
- Advanced use of internal quantitative
measures and user-definable formulas to quantify customer
satisfaction (Satisfaction Index) for every customer
Performance Management Framework
- Ability to set up target values for
four OCI measures:
- Retention Rate
- Product Gross Margin
- Loyalty Index
- Satisfaction Index
- Automatic alerts and notifications for
users to take corrective actions
Integration with Other Oracle Applications
- Comprehensive cross-drills among Oracle
BIS products for users to investigate cause-effect
relationships between measures
- Complete integration with Oracle ERP
and CRM to enable 360-degree view of customer
information
- Closed-loop integration with Oracle
TeleService to empower customer service agents to better
understand customers and provide superior customer
service
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TTNN-BI观点十月刊——湖光山色