Siebel Systems Corporate and A & D Industry Solution Overview <Name> <Title>
Agenda • Siebel Systems Corporate Overview • Proven Solution for Aerospace & Defense • Broad Industry Adoption & Proven Customer Success • “One” Company Demo – Customer-Centric Business Transformation • Business Value of CRM - “Making it Easier to do Business” • Business Analytics – Digital cockpit for managing the business • Account Management • Life-cycle Service & Support Management • OEM / Aftermarket Sales Management • Air Show Event Management • The Siebel Advantage • Q&A
Agenda • Siebel Systems Corporate Overview • Proven Solution for Aerospace & Defense • Broad Industry Adoption & Proven Customer Success • “One” Company Demo – Customer-Centric Business Transformation • Business Value of CRM - “Making it Easier to do Business” • Business Analytics – Digital cockpit for managing the business • Account Management • Life-cycle Service & Support Management • OEM / Aftermarket Sales Management • Air Show Event Management • The Siebel Advantage • Q&A
Mission Siebel Systems aspires to be our customers’ most valued partner in helping them achieve outstanding customer-driven business results.
Challenges Facing Many Aerospace & Defense Companies Customer Unsynchronized channels Product-focused divisions Division A Division B Division C Inconsistent business processes Unaligned employees Numerous disconnected Mktg Mktg applications ERP ERP Data Data Order Order Custom Custom SCM SCM Sales Sales Custom Custom Partner Partner HR HR Mgmt Mgmt Data Data Data Data
…Requires a New Approach Become a Customer-Centric Enterprise A Customer-Centric Enterprise empowers employees with customer data and insight through end-to-end business processes to ensure the best decisions are made for both… …the company - and - the customer… …at any customer moment of truth while providing a seamless customer experience .
The Customer-Centric Enterprise Key Imperatives Provide a seamless, unified customer experience for all customer interactions regardless of internal organization Transform customer data into actionable information by providing the right information to the right person at the right time Extend customer understanding throughout the enterprise thus enabling all functional areas to make informed, customer-based decisions
Customer-Facing Solutions Represent the Next Frontier of Business Value Back Office Customer-Facing Solutions Solutions WW Investment, 1980-2003 $1,177.0 B $661.9 B Growth Rate (CAGR), 2004-2014 5.9% 11.1% WW Projected Spend, 2004-2014 $2,311.8 B $3,069.5 B Sources: Siebel analysis and estimates based on data from IDC, Gartner and AMR Research.
Improving Customer-Facing Capabilities Leads to Leveraging the Enterprise and Operational Excellence Account Mgmt / Sales Increase Revenue Shorten Increase Average per Sales Rep Sales Cycle Order Size Increase Increase Increase Revenue Close Rate Conversion Rate per Customer Marketing Increase Campaign Decrease Lead Decrease Customer Response Rate Generation Cost Acquisition Cost Increase Marketing Improve Targeted Accelerate Sourced Revenue Prospecting Lead Maturation Service Increase Customer Increase Customer Reduce Customer Retention Service Productivity Service Costs Decrease Service Decrease Call Decrease Request Response Times Waiting Times Solution Time
The Front Office Is Siebel’s DNA Customer Service Industry-specific CRM Master Data and Support CRM Analytics Management CRM Multichannel Hybrid CRM: CRM on demand/ on premise Sales Force Marketing Standards-based Automation Automation Integration 1993 1995 1998 1999 2000 2001 2002 2003 2004 Siebel introduces Ships first product first industry specific (Siebel Sales 1.0) Launches Siebel Acquires nQuire, CRM (for Consumer CRM OnDemand making CRM Goods) smarter with Launches customer Universal Siebel Systems analytics Customer founded Master Acquires Scopus, Introduces Acquires Paragren, Works w/charter Acquires Eontec, merging SFA and Universal extends CRM with customers to offers next- CSS into CRM Application integrated marketing develop product generation bank category Network automation teller systems
Leading Companies Across Industries Use Siebel
The Largest Customer Centric Businesses Run Siebel Company Users Company Users Company Users Company Users 63,797 16,000 63,600 16,000 41,335 14,900 39,100 13,800 35,000 13,000 31,650 13,000 30,000 11,030 25,000 10,630 24,300 10,500 20,000 9,570 18,000 8,700 16,300 8,000
SAP Customers Choose Siebel CRM SAP Largest ERP References Siebel Global CRM References
What Analysts are Saying… Customer-centric strategies in general (and CRM in particular) enable organizations to improve their customer service — and increase their chances of retaining customers — by providing them with all of the information they need to make planning, product and service decisions throughout the customer life cycle. This, in turn, can increase customer loyalty and retention, as customers' requirements and expectations are met. -- Gartner - Ten Secrets for Creating a Customer-Centric Enterprise - Dec 2005 Organizations should realize that CRM is a companywide, rather than a departmental, initiative, and begin to evaluate all aspects of the organization based on how customers perceive them. -- Gartner - Ten Secrets for Creating a Customer-Centric Enterprise - Dec 2005
Siebel CRM Ranked #1 by Analysts on Vision and Ability to Execute Sales B2B CRM B2C CRM Customer Service & Support Field Service
Agenda • Siebel Systems Corporate Overview • Proven Solution for Aerospace & Defense • Broad Industry Adoption & Proven Customer Success • “One” Company Demo – Customer-Centric Business Transformation • Business Value of CRM - “Making it Easier to do Business” • Business Analytics – Digital cockpit for managing the business • Account Management • Life-cycle Service & Support Management • OEM / Aftermarket Sales Management • Air Show Event Management • The Siebel Advantage • Q&A
Siebel Systems’ CRM Leadership in Aerospace & Defense • Leading CRM Vendor in Aerospace & Defense • Dedicated Business Unit • Engineering & QA • Product Marketing & Alliances • Sales & Sales Consulting • Service and Support Partners Customers • Focus on Complete Solutions • Partnerships • Services • Leading aerospace and defense companies guide product specifications • Strategic partners validate design and perform testing
Customer-Driven Development Process Customer Customer Customer Input Customer Input Input Input Human Factors Human Factors Competitive Product Competitive Product Expertise Final Product Expertise Final Product Surveys Specifications Surveys Specifications Prototype Prototype Partner Input Partner Input Market Input Market Input Defining Potential Charter Customer Accounts & Defining Potential Charter Customer Accounts & Creating Informal Advisory Council for A&D Creating Informal Advisory Council for A&D
The Aerospace & Defense Industry Landscape Stagnant Revenue Profit Margin Pressure Growth Organizational Customer Service Complexity Differentiation
Customer-Centric Strategies To Meet Increasing Customer Expectations ‘Changing Face of the Customer’ “Today, the industry is under pressure to adapt to the 'changing face of the customer'. Governments and airlines alike have increasingly become more cost-conscious and are demanding higher standards of services. It is no longer sufficient to offer the best product; instead, companies must offer the best product at the best price with superior levels of service.” Deloitte Consulting The Industry’s Biggest Growth Engine – Aftermarket Parts & Service "The driving force behind CRM is the vast amount of services-related work A&D companies are currently doing. The industry's biggest growth engine today lies in selling additional services to existing customers, rather than selling new aircraft. In general, the industry's services revenue is growing at about 40 percent to 50 percent, while its sales are growing at less than 5 percent. In order to maintain and enhance their valuable relationships with existing customers, A&D companies need to streamline customer data and BearingPoint the sharing of this data.“
Creating Organizational Silos… Customer • Disconnected channels • Fragmented data: No total view of the customer • Inconsistent, inefficient Airframe Engine Electronic customer-facing Systems Systems Systems business processes • Lack of real-time business and customer insight Legacy Legacy ERP ERP • Un-integrated systems: Legacy Legacy Custom ERP Custom ERP Custom CIF Custom CIF No single face to the HR HR SAP SAP Custom Custom customer CIF CIF SCM SCM OSS OSS ERP ERP
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