Oracle CRM
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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.
Oracle CRM
- 1. ORACLE CRM Group 2
- 2. ROAD MAP... •Definition •History •Architecture •Function •Sub modules •Application in Industries •Implementation Cycle •Challenges •Oracle Difference •SWOT Analysis •Market Players •Companies implemented Oracle CRM •Conclusion
- 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)
- 7. SUBMODULES
- 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
- 12. MARKETING PRODUCTS Cross Chanel Orchestration-Oracle Responsys
- 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
- 15. CPQ Features of CPQ: •Configuration and guided selling •Pricing and quoting •Proposals and contracts •Order management •Reporting
- 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
- 21. APPLICATIONS IN INDUSTRIES •Banking •Communication Service provider •Hospitality •Insurance Distribution •Life Sciences •Retail •Rail •Public Sector
- 23. CHALLENGES OF ORACLE CRM •Integration issues •Data stored in one system may not be linked to other •Chance of redundant customer information
- 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
- 26. MAJOR MARKET PLAYERS IN CRM
- 27. MAJOR MARKET PLAYERS IN CRM
- 28. COMPANIES HAVING ORACLE CRM •Wincor Nixdorf •Tribridge •Emerson Process Management AB •IDG Direct
- 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.
- 31. THANK YOU!!!