Siebel Enterprise Marketing Suite Overview

1. Siebel Enterprise Marketing Suite Overview LAST UPDATED: 4/13/2009

2. Topics • Market Challenges and Solution Overview • Case Studies • Solution Review • Future Investment Themes • Q&A Oracle Confidential Information

3. Marketing Is Under Intense PressureConsumers are more difficult to reach, satisfy and retain Changing behavior Eroding loyalty Customers not listening Growing complexity Oracle Confidential Information

4. Its Not Any Easier Inside the OrganizationMarketing – The “island” of automation • Intense pressure on driving revenue growth and doing more faster, with less • Demand for accountability • Multiple systems that don’t work together • Disparate data sources; poor data quality • Complex, inconsistent processes and no common language • Marketing and sales often remain disconnected • Impossible to close the loop or have complete visibility of end-to-end process • Credibility is a constant battle Oracle Confidential Information

5. Marketing and Loyalty Product Strategy Drivers Customer-centric, superior cross-channel experience Brand and channel centric Customer insight as a strategic advantage, customer driven merchandising Anonymous data, fragmented view Inefficient resource allocations Aligned, optimized resources Mass marketing Targeted, right-time marketing 1st generation, discount focusedloyalty programs Differentiated, dynamic, integrated loyalty, strategic driver Multiple, point systems Unified, SOA enabled platform From: To: Oracle Confidential Information

6. A Need For Change Our Vision:Enabling Excellence in Marketing and Loyalty Deep Customer and Business Insight Empower all employees with better customer and business insight and create a single-source of truth for fact-based decision making. Aligned and Optimized Resources Align investments and priorities, optimize resource allocations, and improve ability to continually learn and link investments to business outcomes. Improved Effectiveness and Agility More effectively build and nurture demand, improve relevancy, and launch new products while reducing costs and time to market. Increased Customer Loyalty and Value Create differentiated experiences and incentives that reward desired behavior and increase long term customer and brand value. Increased Organizational Value Build relationships and deliver value within the organization – with Finance, IT, Sales, Manufacturing – and with partners Oracle Confidential Information

7. DirectMail Call Center Online/eMail POS/Kiosk Stores Partners Mobile Bills &Stmts DirectMail Call Center Online/eMail Field Sales POS/ATM Branches Stores Mobile Partners Other Oracle SAP R/3 Siebel PSFT EDW Siebel Enterprise Marketing and LoyaltyEnabling excellence in marketing, higher customer value and ROI Intelligent Interactions across Touchpoints CustomerLoyaltyManagement MarketingResourceManagement Customer and Business Intelligence Campaign and InteractionManagement Enterprise Marketing Management and Technology Platform Customer Data Management Oracle Confidential Information

8. Siebel Enterprise Marketing and LoyaltyComprehensive and integrated multi-channel suite Bills &Stmts DirectMail Call Center Online/eMail Field Sales POS/ATM Branches Stores Mobile Partners CustomerLoyaltyManagement Campaign and InteractionManagement MarketingResourceManagement Customer and Business Intelligence • Planning • Forecasting • Budgeting and Financial Mgmt • Calendaring • Project/Job Mgmt • Resource Allocation • Workflow /Approvals • Document/WebContent Mgmt • Digital Asset Management • MRM Analytics • Program Definition and Mgmt • Tier Mgmt • Promotions Management • Multichannel Enrollment • Multichannel Points Accrual and Redemption • Transaction & TierEngine • Loyalty In-store/POS • Multichannel Member Care • Member & PartnerPortal • Loyalty Analytics • Planning & Budgeting • Contact Governance • Segmentation, Targeting & List Mgmt • Offer Mgmt • Program Design • Trigger Based Marketing • Multi-channel Execution • Email & Web Marketing • Surveys • Real Time Marketing • Events Mgmt • Response & Lead Mgmt • Monitoring, Measurement • Single View of Customer • Integrated DQ • Customer-centric warehouse, ETL • Packaged Marketing Analytics Applications • Customer Profiling • Behavior Analysis • Product Affinity/Market Basket Analysis • Business Performance • Ad Hoc Analysis • Alerting Enterprise Marketing Management, Loyalty and Analytics Platform Customer Data Management Oracle Confidential Information

9. Bills &Stmts DirectMail Call Center Web/eMail Field Sales POS/ATM Branches Stores Wireless Partners Segmentation & Targeting Real TimeDecisions Reports and Dashboards Oracle Business Intelligence Presentation Layer Oracle BI Platform Logical Layer Physical Layer Unified Approach to Customer InsightFusion of Insight and Marketing Execution Target lists Customer Universe Counts Saved Result Sets Real Time Offers/ Recommendations Data Exploration Performance Management Oracle Confidential Information

10. Optimized Native SQL Function shipping Parallel processing Sampling Clustering Intelligent caching Connection pooling Proven Scalability and FlexibilityArchitected for Scale and Performance 90MM prospects 120MM contact history 10 MM prospects in largest program 10,000+ BI users 15 Terabytes 7,500+ BI users 14+ Terabytes Teradata, DB2, SQL Server 41 MM households, 51 MM contacts, 100+ MM asset transactions all linked together 4,500 BI users  50,000 300+ analytic applications 12+ Terabytes 44 MM subscribers on Teradata 4,000 MRM users, 18,000 campaigns per year 200 campaigns per week 8 MM customers 20,000 BI users  40,000+ 700+ MRM users 20+ TB of transaction data on Teradata Oracle Confidential Information

11. Insight-Driven, Transformational MarketingImproved effectiveness of multi-channel outbound communications Analyze Business and Customers Conduct Fact-Based Planning and Budgeting, Align Resources Create Target Segments and Test-Control Groups 2 1 3 7 4 6 Gain Complete Visibility of Marketing Spending and Performance.Rapidly Learn and Adjust Plan and Execute Multi-Stage, Multi-Channel “Lights Out” TriggeredCampaigns 5 Capture, Cleanse, Qualify Responses, Improve Lead-to-Order Conversion. Deliver Personalized Email and Web Marketing Oracle Confidential Information

12. Insight-Driven, Transformational MarketingIntegration and optimization of inbound interactions Analyze Business and Customers Conduct Fact-Based Planning and Budgeting, Align Resources Create Target Segments and Test-Control Groups 2 1 3 7 4 6 Gain Complete Visibility of Marketing Spending and Performance.Rapidly Learn and Adjust Plan and Execute Multi-Stage, Multi-Channel “Lights Out” TriggeredCampaigns 5 Analyze and Adapt to Response Behavior,Continual Self-Learning Present Optimal Offer, Next Best Action in Real-Time Oracle Confidential Information

13. Insight-Driven, Transformational MarketingInnovative, targeted loyalty promotions integrated with marketing Analyze Business and Customers Define InnovativeLoyalty Rewards and Benefits Target PersonalizedPromotions 2 1 3 7 4 6 Gain Complete Visibility of Loyalty Program Performance.Rapidly Learn and Adjust Plan and Execute Multi-Stage, Multi-Channel “Lights Out” TriggeredCampaigns 5 Achieve Unified View of Member Behavior Profileand Tier Status Deliver Superior Differentiated, Multichannel Membership Experience Oracle Confidential Information

14. Recognition, Rewards and Differentiated ExperienceOffer Unique and Personalized Incentives and Rewards To Drive Behavior Customer Value • Concierge service • Exclusive, experiential rewards • Pre-approved point loan VIP Customer • Notify “almost there” • Surprise & Delight Reward • Pay with Points & Cash Near VIP Status • Automated Welcome Kit • Personalized Incentive to Purchase Again First Time Buyer Act on “moments of truth” to retain and develop relationships ? • Incentive To Enroll In Membership Program and Share Information Anonymous Buyer Time Oracle Confidential Information

15. What Analysts Are Saying… Recognized Leadership and Validation Strong Performer “B2B and B2C marketersshould add Siebel Marketing to their campaign management shortlist, particularly where integration between marketing and sales can be leveraged.” Leader Multi-channel Campaign Management MQ Source: Magic Quadrant for Multichannel Campaign Management, 1Q08, Adam Sarner. April 2008 Visionary “Siebel is taking the lead on loyalty management, while other campaign management vendors are just speculating about adding loyalty modules in their road maps.” Enterprise Marketing Management MQ Source: Magic Quadrant for Enterprise Marketing Management, 2Q07, Kim Collins “Oracle (Siebel): Broadest overall functionality makes Oracle a fit for all verticals……Oracle has further clarified its product strategy, settling on the Siebel product suite as the de facto standard for marketing and loyalty. ” Enterprise Marketing Platforms Source: The Forrester Wave™: Enterprise Marketing Platforms, Q1’ 2008, Suresh Vittal, January 17, 2008 Highest Score of all vendors for Current Offering Oracle Confidential Information

16. <Insert Picture Here> Pete Clarke, Editor, The Wise Marketer and The Loyalty Guide “The most comprehensive and flexible Loyalty solution I have ever seen.” Oracle Confidential Information

17. Topics • Market Challenges and Solution Overview • Case Studies • Solution Review • Future Investment Themes • Q&A Oracle Confidential Information

18. Siebel Marketing CustomersLeading Brands Across Industries Achieving Success Oracle Confidential Information

19. Leading Brands Across Industries Use Siebel LoyaltyEnabling differentiated, cost-effective loyalty initiatives Major GlobalAirline Major USAirline Live Oracle Confidential Information

20. What Customers Are Achieving… 33% increase in customer retention. Revenue increases of 3 to 5%. Costs and cycle times down. Response rates up 76%. 700 MRM users worldwide. Planning cycles reduced from 4 to 6 months. Increased alignment and visibility. 3,500 MRM users worldwide. Increased pipeline by 160% or $1 billion. 6% increased in trips by high value customers. $12 million per year cost savings. 26% incremental business compared with control groups Oracle Confidential Information

21. L’Oreal Improves Customer Insight and Marketing Effectiveness • COMPANY OVERVIEW • World’s largest cosmetics company, $21.8 Billion, 60,000 Employees, 19 brands, 130 countries • Distribution channels: Hair salons, Hyper and supermarkets, department stores/perfumeries, pharmacies, online. • CHALLENGES/OPPORTUNITIES • High media and marketing costs; customer and channel fragmentation • Multiple marketing systems and no consolidated view of the customer • Increase brand’s knowledge of customers to increase marketing productivity and ROI • Increase customer profitability – optimize recruitment costs, cross-sell, lifetime value • Engage customers through a 2 way dialogue • SOLUTIONS • Siebel CG: Marketing, Email Marketing, Call Center, Loyalty (in process for The Body Shop) • Oracle BI EE CUSTOMER PERSPECTIVE "Siebel is the solution we use to support our multi-channel consumer marketing strategies from purchase behavior analysis to segmentation, execution and ROI measurement of campaigns, across brands and countries." - Georges-Edouard Dias, Strategic Business Development Division • RESULTS • 360° vision and deeper understand of consumers across brands • Improved customer segmentation: pre-defined clusters, demographics and buying patterns across channels • 33% increase in customer retention • Increased revenue of 3 to 5% in the most advanced countries • Doubled overall efficiency of marketing campaigns • Marketing costs reduced but increased response rates (up to 78%) • Improved ability to cross-sell and up-sell at store level Oracle Confidential Information

22. HP Improves Visibility, Alignment andMarketing Effectiveness With Siebel MRM CUSTOMER PERSPECTIVE “Siebel MRM helps ensure that we are planning and executing our marketing spend against our strategic priorities and are investing our marketing dollars where they are going to bring the best outcomes.” -- Deb Nelson, Senior VP, Marketing & Alliances, Technology Solutions Group • COMPANY OVERVIEW • One of the world’s leading technology companies • Fortune 14 in US, Fortune 41 globally • Industry: High Technology • Employees: 320,000 in 170 countries • Revenue: US $118.4 billion • CHALLENGES/OPPORTUNITIES • CMO unable to answer: how much is HP spending on marketing, on what initiatives, with what ROI? • Disparate and limited systems for measuring marketing ROI • No single common platform for marketing budget, planning, calendar • Lack of consistent architecture, processes, languages, and metrics • SOLUTIONS • Siebel CRM across marketing, sales, contact centers and partners • Siebel Marketing Resource Management • Integration with Ariba and SAP Financials • RESULTS • 4,000 marketing users in 60 countries • Standardized and simplified business processes used globally and increased best practice sharing • Improved visibility, measurement and optimization of marketing spend • Eliminate wasted spending and reallocated to better programs • Increased pipeline by 160% or $1billion • Reduced cost to serve by $200 million • Initial roll-out in 7 months Oracle Confidential Information

23. Cisco Systems Improves Marketing with Siebel MRM, Call Center and Analytics • COMPANY OVERVIEW • Worldwide leader in networking that transforms how people connect, communicate and collaborate. • More than 47,000 employees worldwide • Large marketing organization: $500+ million of annual program spend; 1000+ outbound marketing people from 14+ orgs; 16 global campaigns, thousands of activities; 10,000+ direct sales force; 2,500 + channel partners • CHALLENGES/OPPORTUNITIES • Loose confederation of marketing organizations with poor visibility and alignment of spend • Difficult to communicate and collaborate • No single source of truth for marketing • SOLUTIONS • Siebel MRM • Siebel Marketing Call Center • Oracle BI EE (Together called M-Cubed) CUSTOMER PERSPECTIVE “I use M-Cubed in my weekly marketing calls and it has become the basis for measuring our effectiveness.” –Andrew Sage, Senior Director of Marketing, Cisco Systems • RESULTS • Over 700 users worldwide using MRM, 600+ users on Marketing Analytics, 500 call center • Significantly increased alignment, visibility, governance and collaboration at all levels (Execs through Program Management) • Planning cycle reduced from 6 to 4 months • Improved lead capture, lead quality and lead conversion • Immediate access to marketing ROI information drives smarter decisions • Reduction in time spent tracking, gathering and consolidating marketing results • Increased absolute and percentage of theatre spending on global campaigns Oracle Confidential Information

24. SNCF Transforms Loyalty Marketing Effectiveness • COMPANY OVERVIEW • French state-owned railway company • Annual revenues over $5 billion. • Manages more than 14 million passengers and 135 million tons of freight annually • CHALLENGES/OPPORTUNITIES • Rise in low-cost air carriers and air travel Internet sites • Ineffective existing loyalty program and limited insight on SNCF’s most valuable customers • Reengineer loyalty program to incent customers to share data and drive behavior of SNCF top customers • Expand benefits by joining S’Miles multi-brand program • Balance tariff reduction needs with loyalty generation • Move from mass marketing to smaller focused campaigns • Maximize use of electronic communication channels – email, SMS, online – to reduce costs and interactivity • SOLUTIONS • Siebel Loyalty, Marketing, Email Marketing, Call Center • Oracle BI EE • Outsourced to Accenture CUSTOMER PERSPECTIVE “We selected the Siebel proposal because it was innovative, flexible, and simple, with a single solution for the entire domain, from loyalty program management to data mining and call centers” - Cyril Garnier, CIO of CRM Services, SNCF • RESULTS • Single view of customer behavior and understanding of customer value • 6% increase in trips by their top Grand Voyager customers • Increased satisfaction with new program reported by 80% of top customers • 5% increase in customers buying online • 10% increase in subscription renewal of professional and special rate cards • $12 million per year cost savings with new points-for-card renewal program • Increased number of personalized campaigns Oracle Confidential Information

25. Mass Mutual Transforms Marketing Effectiveness and Productivity CUSTOMER PERSPECTIVE "We've been able to run more campaigns and have better client satisfaction for a smaller amount of money than … before our implementation. The targeting also gives us two to three times the success rate of prior enrollment campaigns." - Scott Reed, Corporate VP, Retirement Services • COMPANY OVERVIEW • Global diversified financial service organization • 8,000 employees and agents and 9,000 brokers • Retirement Services provides retirement planning products and services to employer-sponsored retirement plans and their participants. • CHALLENGES/OPPORTUNITIES • Highly competitive 401-K environment • Evolve from primarily an institutional sale and indirect model to one that extended their value proposition through the retail channel and individual participants • Improve customer insight at both the participant and employer levels and use this insight to build customer intimacy • Increase marketing efficiencies and effectiveness. • Better enable wealth managers/advisors to build their book of business SOLUTIONS • Siebel Marketing, Siebel Sales, Siebel Call Center • Oracle BI EE (formerly Siebel Business Analytics) • RESULTS • Increased volume of campaigns supported by department. Now managing approximately 700 marketing campaigns per year • Significant increase in response rates – from 2% to 60% for some campaigns • Improved insight on customer behavior and participant activity • Accounts supported by Siebel Marketing campaigns showing 26% incremental business vs. control groups Oracle Confidential Information

26. CarrefourFrance Drives Customer-Centric Retailing with Siebel Marketing, Loyalty and BI • COMPANY OVERVIEW • World’s second-largest retailer and the largest in Europe • Revenues: €102 Billion (Yr 2007) • 230 Hyper & 1000 supermarkets in France • 15 M transactions per day and 20+ TB of transaction data (Teradata) • 11 million members in Loyalty program • CHALLENGES/OPPORTUNITIES • Shift from simple product-centric mass marketing to customer-centric targeted marketing • Better targeting and measurement capacity • Operational cost reduction • Real time rewards at POS • SOLUTIONS • Siebel Marketing, Siebel Loyalty, Marketing Analytics & Siebel Call Center • WHY ORACLE • One application for Marketing, Loyalty and Analytics with strong integration capabilities with third party systems • Chose Oracle-Siebel over Teradata, Catalina • RESULTS • Supporting 80 coupon and direct mail campaigns per month • Highly targeted and personalized promotions and offers • Integration between Point-of-Sales system and Siebel enabling real-time recognition and reward • Faster time to market using unified platform for marketing and loyalty • Closed-loop process enabling deeper customer insight and marketing ROI measurement • Reduced cost of ownership and economies of scale • Implemented in 4 months Oracle Confidential Information

27. Topics • Market Challenges and Solution Overview • Case Studies • Solution Review • Future Investment Themes • Q&A Oracle Confidential Information

28. Bills &Stmts DirectMail Call Center Web/eMail Field Sales POS/ATM Branches Stores Wireless Partners Siebel Enterprise Marketing SuiteEnabling excellence in marketing, higher customer value and ROI Intelligent Interactions across Touchpoints CustomerLoyaltyManagement MarketingResourceManagement Customer and Business Intelligence Campaign and InteractionManagement Enterprise Marketing Management and Technology Platform Customer Data Management Oracle Confidential Information

29. Fusion App Call Center Call SCM Web site Fusion App Legacy ERP 1 Partner SFA ERP2 Challenge: Fragmented Data, Poor Data Quality • Lack of customer identification across customer touch points • Limited access to a complete and accurate view of a customer • Customer and transactional data decentralized • Data quality issues within and across customer data sources • Unable to integrate with current transactional/web systems • Invalid customer and marketing analytics • Ineffective customer interactions • Wasted marketing costs Oracle Confidential Information

30. Improving Customer and Business Insight Industry-specific data hubs that automate data governance, data quality and privacy/preferences mgmt Single, unified and accurate view of customers, their interactions and external data Universal Customer Master Empower business users not just analysts with access to real-time, historical, and predictive data across enterprise Business Intelligence Pervasive access to complete, actionable insight Pre-built, but extensible, data warehouse, ETL plans, metadata and best practice based reports Marketing Analytics Applications Role-based marketing analytic applications that embody best practices Unified platform and metadata for segmentation and reporting with proactive delivery of alerts Eliminate latency between insight and action and deliver single version of truth Fusion of Marketing and Analytics Requirement Oracle Capability The Oracle Difference Oracle Confidential Information

31. Customer Data ManagementCapture Data in One Location for Single View of the Consumer • Trusted Customer Information • Capture comprehensive consumer attributes • Model complex roles, relationships & hierarchies • Closed Loop Data Quality • Cleanse and enhance consumer data • Leverage match, merge & unmerge capabilities • Proactive Events and Policies • Proactively address consumer lifecycle eventswith alerts and triggers • Define & execute privacy and regulatory rule • Unify & Distribute Customer Insight • Enabled via business services and web services • Publish data from master to other applications Centralized Consumer Data • Contact / Profile Details • Interaction History • Preferences • Pending Quotes / Orders • Order History • Credit / Contract Terms • Shipment Status • Payment / Credit History • Campaign Responses Oracle Confidential Information

32. Oracle BI ApplicationsComplete, Pre-built, Best Practice Analytics ConsumerSector Insurance & Health Complex Mfg FinancialServices HighTech LifeSciences Public Sector Travel& Trans Comms& Media Auto Energy Service &Contact Center ServiceEffectiveness Customer Satisfaction ResolutionRates Service RepEfficiency Service Cost Churn & Service Trends Travel& Trans Sales Marketing Procurement & Spend Supply Chain & Order Management Financials HumanResources Direct / Indirect Spend Buyer Productivity Off Contract Purchases Supplier Performance Purchase Cycle Time Employee Expenses Revenue andBacklog Inventory FulfillmentStatus CustomerStatus Order Cycle Time BOM Analysis PipelineAnalysis ForecastAccuracy Sales Team Effectiveness Up-sell/ Cross-sell Cycle Times Lead Conversion Campaign Effectiveness CustomerInsight Product Propensity Loyalty &Attrition Market Basket Analysis Campaign ROI General Ledger Accounts Receivable Accounts Payable Cash Flow Profitability Expense Management Employee Productivity Compensation Compliance Reporting WorkforceProfile RetentionAnalysis Return on Human Capital Other Operational & Analytic Sources Source adapters: Oracle BI Suite Enterprise Edition Plus 34 Oracle Confidential Information

33. Dashboards by Role Metadata Oracle BI Presentation Services Reports, Analysis / Analytic Workflows Data Warehouse / Data Model DAC Load Process Staging Area ETL Extraction Process Oracle BI Applications Architecture Administration • Role Based Dashboards • Analytic Workflow • Guided Navigation • Security / Visibility • Alerts & Proactive Delivery • Logical to Physical Abstraction Layer • Calculations and Metrics Definition • Visibility & Personalization • Dynamic SQL Generation Metrics / KPIs Logical Model / Subject Areas Oracle BI Server Physical Map Direct Access to Source Data • Abstracted Data Model • Conformed Dimensions • Heterogeneous Database support • Database specific indexing • Highly Parallel • Multistage and Customizable • Deployment Modularity Oracle SAP R/3 Siebel PSFT EDW Federated Data Sources Other Oracle Confidential Information

34. Oracle Marketing AnalyticsComplete solution for entire marketing organization Marketing Planning Provides Marketing Planning related information. The information is organized for different roles like Marketing Executive, Director, Finance Director. The dashboard also has a Sales Alignment page to allow Sales and Marketing Executives to co-ordinate activities Campaign Performance Provides Campaign Results data by Offer, Segment, Agent performance. Manager can monitor a campaign scorecard and identify root causes for shortfalls in meeting predicted goals Customer Insight Provides product affinity, market basket and next product purchased analysis. Provides demographic information and information on impact of customer behavior due to marketing activities. Marketing Events Analytics Provides Analytics related to management of trade shows, customer events etc. Marketing Events Analytics can show analysis of Event registrations, expenses on supplies by vendor, region, event etc., Event ROI analysis that is fully integrated with Marketing Planning Analytics. Oracle Confidential Information

35. Pre-built warehouse with star-schemas designed for analysis and reporting on Marketing data 1 Oracle Marketing Analytics ComponentsPre-built content that speeds time to value and lowers TCO Pre-mapped metadata defining real-time access to analytical and operational sources, best practice calculations, and metrics for marketing. 3 • Presentation Layer • Logical Business Model • Physical Sources Pre-built ETL to extract data from over 3,000 operational tables and load it into the DW, sourced from CRM systems and other sources A “best practice” library of over 100 pre-built metrics, Intelligence Dashboards, Reports and alerts for marketing analyst, managers and executives. 2 4 Oracle Confidential Information

36. Analytic Guided Navigation ExampleMarketing Spending Variance • Analyst defines specific criteria (e.g. variance status) that triggers a “Guided Navigation” link to be displayed • Guided Navigation link is added to report only if criteria is met (i.e. Conditional Guided Navigation) link • Example at bottom of “Current Spending Report” shows that at least one region has exceeded the spending forecast. • User can click on the guided navigation link (interactive dashboards) and get further details. Oracle Confidential Information

37. Business Objective Gain Insights Take Action Campaign to Cash Flow Example WorkflowMarketing Executive Role Marketing Planning & Execution Are we on target to meet our goals? What campaigns are under / over performing? Are we generating quality leads from these campaigns? How are these leads converting to orders Drill to Campaign to modify Oracle Confidential Information

38. Oracle Marketing Analytics Provides Visibility and Insight to Optimize Spending and Drive More Demand BENEFITS SAMPLE METRICS Marketing Planning Customer Insight(B2B) • Account Revenue • Revenue Growth • Account Status • Next Product Purchased • Market Basket Analysis • Over / Under Promoted Customers • # of New Accounts • Account Attrition • Financial information on Marketing Tactics • Executive Scorecard Report • Marketing Finance • Expense analysis by time • Forecast & actual expenses by time • Current year/quarter marketing expenses • Sales Alignment • Competitor pipeline overview • Monitor campaign performance to take timely corrective action to improve efficiencies • Make intelligent resource allocations based on effectiveness of tactics • Track expenses and reduce wasted spend • Increase customer profitability with better buyer behavior insight • Improve cross-selling Customer Insight(B2C) • Income/Age Range • Customer Counts • Contact Attrition • # of Customer Interactions • # of New Contacts • Customers in Overlapping Campaigns Marketing Performance • Campaign Scorecard • Campaign Trends. • Campaign Pipeline • Cross Sell Analysis • Cumulative Revenue Trend • Demographics profile of responders • Opportunity revenue by product Events • Events by region/type • Top events ranking • Event Expenses • Event scorecard • Events lead generation • Opportunity revenue • Partner revenue Oracle Confidential Information

39. Speeds Time To Value and Lowers TCOOracle BI Applications Build from Scratchwith Traditional BI Tools Oracle BI Applications Training / Roll-out Define Metrics& Dashboards • Faster deployment • Lower TCO • Assured business value DW Design Back-end ETL andMapping Training / Rollout Easy to use, easy to adapt Role-based dashboards and thousands of pre-defined metrics Define Metrics& Dashboards DW Design Prebuilt DW design, adapts to your EDW Back-end ETL andMapping Prebuilt Business Adapters for Oracle, PeopleSoft, Siebel, SAP, others Quarters or Years Weeks or Months Source: Patricia Seybold Research, Merrill Lynch, Oracle Analysis Oracle Confidential Information

40. Bills &Stmts DirectMail Call Center Web/eMail Field Sales POS/ATM Branches Stores Wireless Partners Siebel Enterprise Marketing ManagementEnabling excellence in marketing, higher customer value and ROI Intelligent Interactions across Touchpoints CustomerLoyaltyManagement MarketingResourceManagement Customer and Business Intelligence Campaign and InteractionManagement Enterprise Marketing Management and Technology Platform Oracle Confidential Information

41. Q.How can we gain complete visibility of marketing projects and spend - including budgeted, committed, available and actual spending? Q. How can we align marketing investments and strategic priorities? Q. How can we improve productivity and effectiveness through better collaboration, common and consistent processes and leveraging best practices and existing assets? Q. How can we accelerate concept to execution for new programs, products, services and creative assets? Q. How can we create a single source of the truth and enable fact-based decision making Q. How can wedemonstrate marketing’s financial contribution to pipeline and closed business Q. How can we continually refine and optimize spending to deliver the best outcomes? • Oracle Siebel MRM Solutions Aligning and Optimizing Marketing ResourcesCommon Priorities and Goals Driving Investments in MRM Oracle Confidential Information

42. Marketing Resource Management Defined MRM is a set of processes and capabilitiesaimed at enhancing a company's ability to orchestrate and optimizethe use of internal and externalmarketing resources – money, people, assets. Planning,Budgeting, Financial Management Program,Creative Development andExecution Capture,Re-useBest Practices Monitoring, Measurement Source: Gartner Oracle Confidential Information

43. Program Manager Role-Based Access TeamMembers Executives Siebel Marketing and Planning Analytics Siebel Marketing Resource ManagementComprehensive Solution, Integrated with Execution Siebel Marketing Resource Management Siebel EMS • Define initiatives • Define plans/ tactics • Capture forecasts • Collaborate withstakeholders • Manage funds,budget requests and approvals • Publish calendar • Manage projects/jobs • Assign/manage resources • Reviews and approvals • Collaborate • Manage and distribute content • Best practice templates Segmentation CampaignAutomation Execute Plan MultichannelExecution EventsManagement Measure LoyaltyManagement • Pre-built content • Role-based dashboards and alerts • Marketing planning/performance analytics • Revenue and financial analytics • Easy to build ad-hoc reports Response Management Core Platform Capabilities Task Based UI  Workflow  Audit Trail MultiOrg Security Configuration Integration Oracle Confidential Information

44. Siebel CRM Integration with Oracle Universal Content Management Oracle UCM includes: Doc Mgmt, DAM, WCM, Rights Mgmt Oracle Confidential Information Check-in and attach content Attach existing UCM content Auto-convert to PDF, HTML, TIFF View attachments and metadata Edit documents using native apps Automatic versioning upon save Update metadata Document annotation and markup Delete attachment revisions Publish content to web sites, portals Access and search content from desktop apps

45. Benefits of Siebel MRM Visibility, Alignment • Unified view of all marketing initiatives and spending across brands and regions • Alignment of activities and spending to strategic priorities • Improved communication and collaboration with all stakeholders Effectiveness,Cost Savings • Single source of truth, fact-based planning and budgeting • Re-allocate resources to higher performing programs • Eliminate poor performing or lower priority programs • Reduced number of marketing suppliers • More effective, faster planning and budgeting • Automated approvals and re-use of best practices/assets • Improved ability to forecast and adjust spending/activities • Improved time to market • Improved financial control and compliance Productivity,Agility Oracle Confidential Information

46. Bills &Stmts DirectMail Call Center Web/eMail Field Sales POS/ATM Branches Stores Wireless Partners Siebel Enterprise Marketing ManagementEnabling excellence in marketing, higher customer value and ROI Intelligent Interactions across Touchpoints CustomerLoyaltyManagement MarketingResourceManagement Customer and Business Intelligence Campaign and InteractionManagement Enterprise Marketing Management and Technology Platform Oracle Confidential Information

47. Challenges: Campaign and Interaction ManagementDriving improved effectiveness and efficiency Common Challenges • Improving relevancy • Managing complexity • Reducing campaign cycle times • Leveraging online channels • Improving marketing measurement Business Marketers • Improving lead quality and lead nurturing • Marketing and sales integration • Measuring marketing’s contribution to sales Consumer Marketers • Building consumer trust • Improving the multi-channel experience • Acting on “Moments of Truth” • Managing large data volumes Oracle Confidential Information

48. Transforming Results Through New Ways To Increase Relevancy and Effectiveness Enterprise Customer Campaign Marketing-initiated “Unexpected”1-5% Response Event Driven Customer Triggered “Convenient”5x Success Leveraging Inboundin Real Time Customer Initiated, Relationship Driven “Appropriate”10x Success Source: Gareth Herschel, Gartner, ‘03 Oracle Confidential Information

49. Insight-Driven Campaign and Interaction ManagementImprove effectiveness, reduce cycle times and costs Personalized,Multi-channelExecution Response-to Order Management Real TimeAlerts and Measurement Precision Segmentation and Targeting CollaborativeCampaign Management …value …behavior Offline/Online • Planning and budgeting • Offer management • Multi-stage programs • Workflow management • Event management • Multichannelresponse capture • Response and lead qualification • Lead to opportunity • Quote to order …preferences,permissions Event Triggered Inbound Siebel Advantages • Leverage existing data investments • Unified metadata for segmentation and reporting • Scalable to massive data volumes • Flexible contact governance • Save segments from reports • Re-usable best practice templates • Collaborative development and targeting • Integration with Crystal Ball for simulation and optimization • Automated execution and follow-up • Role-based • Pre-built reports scoring • Real time alerts • Guided analytics • Automated recurring campaigns • Email sending and bounce engine • Self-learning, real time decisioning • Real time channel awareness • Integrated DQ • Automated scoring • Integrated with call center and sales • Complete visibility Oracle Confidential Information

50. Campaign Planning and Budgeting Activity and expense planning Reusable templates Complete list management Multi-Stage Dialog Design Automation of one-off, recurring and event-triggered campaigns Graphical drag and drop interface, to combine reusable marketing tactics Each step of program flow can be set to a time lag Steps can be repeated on a recurring schedule Multiple Offers and Segments Ability to target multiple segments with multiple offers, outbound and inbound Split campaign and offer allocation, based on sophisticated segmentation Integrated Execution Fully automated execution, through integrated CRM and other channels: email, web, phone, mail Multi-channel response capture Customer-level record of every campaign contact and response Seamlessly track and re-segment responders for appropriate follow-up Campaign ManagementGartner MQ Leader Integrated with World’s Leading CRM Suite Oracle Confidential Information