Oracle CRM provides a complete suite of customer relationship management applications including marketing, sales, service, commerce, and social CRM capabilities. It has evolved over time through Oracle's acquisitions of other CRM vendors. The software is designed to integrate with other Oracle applications and provide a unified view of the customer across channels. Major industries that use Oracle CRM include banking, communications, insurance, and retail.
3. DEFINITION
•CRM- Customer relationship management (CRM) is a
term that refers to practices, strategies and technologies
that companies use to manage and analyze customer
interactions and data throughout the customer lifecycle,
with the goal of improving business relationships with
customers, assisting in customer retention and driving
sales growth
•Oracle CRM is CRM software by Oracle Corporation
•Complete, Integrated and Extensible Application Suite for
Modern Customer Experience
•Helps companies leverage the customer experience to
differentiate, innovate, and improve business results.
4. HISTORY OF ORACLE
CRM
•Oracle hired Mark Barrenechea in 1996, who formed a
"Front Office" team within Oracle Application division in
1997.
•Team evolved into the CRM division of Oracle in 1998,
and launched products like Oracle Sales Online, Oracle
Marketing Online in the following years, competing
with Siebel Systems and Salesforce.com.
•Oracle became a leading player in the CRM market
following its acquisition of Siebel Systems in September
2005 and later acquired UpShot CRM
•Today Oracle CRM is divided into different product lines.
•Siebel 8.1.1 is the latest release of their on-premises
solution
• Oracle CRM On Demand Release 26 and Oracle Sales
Cloud Release 10 are the latest releases of
6. UTILITY
Oracle's CRM approach enables a company to:
•Provide cross-channel, consistent customer
experiences using pre-built business processes that
span silos
•Integrate CX with enterprise applications, providing
connections throughout the buyer's journey and
making operations more efficient
•Leverage industry-specific best practices for
competitive advantage and lower Total cost of
ownership (TCO)
8. MARKETING
•Aggregates marketing data and target the right
customers to simplify and streamline the customer
experience
•Orchestrate individualized, relevant customer
experiences across channels
•Analyse marketing performance, attribute revenue,
and gain better insight into the customer
experiences you provide
9. MARKETING
PRODUCTS
Marketing Automation-Oracle Eloqua
•Personalized Experiences Increase Conversions and
Accelerate Sales
•Oracle Eloqua equips marketers with best-in-class lead
and campaign management tools that help marketers
engage the right audience at the right time in the buyer’s
journey while providing real-time reporting and insights
•Product Capabilities
Targeting & Segmentation
Campaign Management
Lead Management
Marketing Measurement
Sales & Marketing Alignment
11. MARKETING
PRODUCTS
Cross Chanel Orchestration-Oracle Responsys
•One Platform to Orchestrate Consumer Experiences and
Messaging
•Make data from disparate sources useful, create precisely
targeted audiences, and then empower customers to determine
their own next experience by interacting with them in near real-
time
•Oracle Responsys empowers marketing teams with the tools to
deliver the relevant, engaging experiences their customers
demand across devices, channels, and lifecycles
•Product Capabilities:
• Email Marketing
• Program Orchestration
• Email Campaign Testing
• Mobile Marketing
• Analytics & Insights
• Commerce Marketing
13. SALES
Sales management needs real-time insight into pipeline
opportunities and sales numbers, and an efficient avenue
for managing sales reps on the go. Oracle Sales Cloud
delivers all that and more
Features of Sales Solutions :
•Sales Force Automation
•Unified Sales and Service
•Partner Relationship Management
14. CPQ
•Oracle CPQ Cloud is the best-in-class CPQ
(Configure Price and Quote) Solution, that helps
companies improve margins and increase sales
productivity
•It is a flexible, scalable, enterprise-ready solution
that enables organizations to accurately capture
orders for complex products/services and generate
quotes within minutes.
•Equally proven for large and mid-size companies,
Oracle CPQ Cloud makes your CRM and ERP
systems more efficient and delivers tangible value
adds: increased Quote Throughput, reduced Sales
Cycle and 100% Data Accuracy throughout the
Quote-to-Cash process, within days of
16. COMMERCE
Oracle Commerce Cloud empowers merchants to
become more agile and reduce their costs while
delivering experiences that lead the commerce
evolution.
•Fast: get live quickly and move at the speed of
•Flexible: easily customize your brand experience
limits
•Complete: simplify everything you need in one
•Reliable: innovate and grow with the proven leader
17. SOCIAL
Tap the power of social media to fuel improved
customer experience with better insights, more
targeted and effective content, better service, and
real-time collaboration.
Capture only the relevant conversations around
your brand and use advanced analytics to make use
of those insights quickly.
•Gain faster, deeper, more accurate insights from
•Quickly deliver content to the right people at the
time
•Drive stronger customer bonds by delivering
social customer service
•Drive faster growth through social customer
18. SOCIAL PRODUCTS
Oracle Social Data
Oracle Social Network
Oracle Social Marketing
Oracle Social Engagement
and Monitoring
Oracle Social Relationship
Management
19. SERVICE
A modern, integrated customer service approach leverages
a multichannel environment to provide better service at a
reduced cost, monitors social media to identify and address
potential service issues, and helps drive higher sales
conversions.
•Make it easy for customers to engage with the brand—and
the information they need
•Make it easy to serve customers more efficiently through
service content, online chat, click-to-call, and virtual
•Easily adapt to the needs of the business by bringing
the customer service organization
20. SERVICE SOLUTIONS
Web Customer Service
Cross-Channel Contact Center
Knowledge Management
Policy Automation
Field Service Management
Service Cloud Platform
24. ORACLE DIFFERENCE
•Commitment to standards.
• Full responsibility for product quality, service, and
support.
•Products built to work together.
•Long-term vision and unified roadmap.
25. SWOT ANALYSIS
Strength
• Viability and
Longevity
• SLA of 99.5 percent
Target System
Availability
measured by
calendar quarters
• At $70.00 USD per
user per month,
CRM OnDemand
offers the lowest
single product price
point in the software
as a service CRM
industry.
• Oracle clearly has
the most aggressive
vertical market
SaaS CRM offering.
Weakness
• Very limited feature
set
• The offline edition is
nothing more than
an Excel
spreadsheet and is
particularly weak
• Lack of real-time
information system.
• Up to weekly
scheduled
downtime
(maintenance) may
prove inconvenient
for some users.
• customer support
(help desk) is weak
Opportunity
• Growing on-
Demand market for
CRM software
Threat
• Data privacy and
Hacking issues
• Increasing small
vendors
29. CONCLUSION
•The way technology is progressing the future of CRM is
bright
•With the small convinced stores to big retail chains all at
some point may need CRM software to tackle the
customer pressures
•Oracle though a tier 1 software is quite preferred by the
biggies of the industry.