Oracle CRM

Oracle CRM is a customer relationship management application developed by Oracle Corporation. Oracle CRM includes Oracle and Peoplesoft products but leads with Siebel CRM and CRM on Demand.

History

Oracle CRM is divided into a number of different product lines. Oracle entered the CRM market following its acquisition of Siebel Systems in September 2005 and later acquired UpShot CRM which offered a more robust user interface than the legacy Siebel On Demand product.

Siebel 8.1.1 is the latest release of their on-premise solution ^[1]. Oracles CRM On Demand Release 19 is the latest release of their SaaS solution ^[2]

On Premise solutions

Oracle CRM On Premise is a traditional on-premise deployment where the customer is required to buy or lease infrastructure, including hardware, operating systems and databases, and install a packaged system in its data centre. Forrester Research estimates that on-premise solutions still make up about 90 percent of CRM sales^[3].

On-premise solutions are most suitable for organisations that need complete ownership and control over the deployment and maintenance of their CRM application and infrastructure. They are also most suitable for integration with operational and legacy applications. Some CRM providers and specialized third parties offer highly customized vertical industry solutions that extend on-premise deployments with a level of sophistication.

On Demand and SaaS

Oracle CRM On Demand^[4] was released in 2006. CRM On Demand^[5] is a CRM solution accessible over the internet and paid for by a monthly subscription charge. This method of using software is often called software-as-a-service (SaaS) and is available to authorized users with a web browser. The benefits of a SaaS solution are that there is no hardware requirement and minimal set-up costs. The disadvantage of a SaaS solution is the inability to customize the application to meet unique business needs. Although the depth of functionality available is not yet comparable to on premise solutions, the lower cost and faster implementation times appeal to many customers.

Social CRM

Oracle Social CRM was released in 2008 and combines traditional enterprise CRM capabilities with social networking and Web 2.0 technologies^[6]. The applications are designed to reflect the way sales people work by helping them identify qualified leads, develop sales campaigns and collaborate with colleagues to close more deals.

Other Social CRM Applications include Oracle Sales Prospector, Sales Campaigns and Sales Library. These applications are designed to work with any CRM applications, not just those from Oracle. These applications are provided using SaaS and paid for by a monthly subscription.

PeopleSoft Enterprise CRM

PeopleSoft Enterprise Customer Relationship Management is a family of applications in Oracle's PeopleSoft Enterprise product suite. PeopleSoft solutions are tailored to fit industry business processes, customer strategies, and success criteria for organisations.

PeopleSoft merged with Oracle in 2005 and integrated product lines under the Oracle PeopleSoft name.

Features

Features of Oracle’s Siebel CRM include:

• Social CRM
• Customer data integration
• Quote and order capture
• Partner relationship management
• Business Intelligence (BI) applications
• Price Management
• CRM gadgets
• Self service and eBilling
• Integration to Siebel CRM

References

1. ^ Oracle Announces Siebel CRM 8.1.1
2. ^ CRM on Demand System Requirements
3. ^ CRM market to grow steadily, Forrester study says, SearchCRM.com, Nov. 1 2006
4. ^ On Demand CRM from Oracle released
5. ^ Oracle CRM On Demand
6. ^ Oracle innovates with Social CRM – ZDNet blogs

External links

• Siebel CRM
• Customer Relationship Management Concepts
• CRM OnDemand Consultants
• Customer Stories for Siebel CRM On Demand
• Datamonitor Names Oracle the Decisive Leader in CRM
• Rated as a leader in 4 Gartner Magic Quadrants
• CRM Social Community
• Siebel CRM Offshore Consulting, Implementation, Support Partners
• CRM on Demand Official Site