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  • CRM@Oracle Series: CRM Analytics

    - by tony.berk
    What is the most important factor that leads to a successful CRM deployment? Is it the overall strategy, strong governance, defined processes or good data quality? Well, it's definitely a combination of all these, but the most important differentiator from our experience is Business Intelligence. Business Intelligence or Analytics is commonly mentioned as a key aspect to successful CRM and other enterprise deployments. The good news is that Oracle provides pre-built analytics dashboards, which provide real-time, actionable insight, and tools to build custom analyses. However, success with analytics, especially in a large enterprise, still requires a strong strategy, clean data for analysis, and performance. Today's CRM@Oracle slidecast covers Oracle's strategy, architecture and key success factors for deploying CRM Analytics internally at Oracle. CRM@Oracle: CRM Analytics Click here to learn more about Oracle CRM products and here to learn about Oracle Business Intelligence Applications. Have you read our other postings in the CRM@Oracle Series? If you have a particular CRM area or function which you'd like to hear how Oracle implemented it internally, post a comment and we'll get it on our list.

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  • CRM@Oracle Series: Complete Customer Intelligence

    - by tony.berk
    How do you to get sales folks to use a CRM system? Ah, the age-old question (well, at least the one that has been around for the past 10-15 years). Of course, some combination of "Carrot and Stick" always come up as possible answers. You hear talk about, "WIFM" or "What's in it For Me?" Oracle's internal implementation of Customer 360 consolidates all customer information in one place in Siebel CRM and enables the sales rep to present one-face to the customer. Additionally, Customer 360 provides customer intelligence and prospecting tools making it a darn nice "Carrot" for our sales teams to chew on. Check out today's slidecast for an overview. CRM@Oracle - Customer 360 Click here to learn more about Siebel CRM and other Oracle CRM products and here to learn about customers using Oracle CRM. Are you enjoying the CRM@Oracle Series? If you have a particular CRM area or function which you'd like to hear how Oracle implemented it internally, let us know and we'll get it on our list.

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  • CRM@Oracle Series: Sales Pipeline Visibility

    - by tony.berk
    Can you see it? Should you see it all? Who else should see it? Can their manager see it? What is it? Today's slidecast discusses the popular topic of sales pipeline visibility within a CRM application and how Oracle implemented visibility in our global implementation of Siebel CRM. This post is next in the CRM@Oracle Series, which discusses Oracle's internal use of Oracle CRM products such as Siebel CRM and Oracle CRM On Demand. Oracle's requirements include a variety of different organizations, roles and responsibilities. Oracle's Applications IT CRM Systems team, responsible for deploying Siebel CRM within Oracle, implemented a number of creative solutions to address the requirements, and they are shared in the slidecast. CRM@Oracle - Sales Pipeline Visibility Click here to learn more about Oracle CRM products and here to learn about other customers using Oracle CRM products. We want to hear from you! If you have a particular CRM area or function which you'd like to hear how Oracle implemented it internally, let us know and we'll get it on our list. In the meantime, enjoy today's update on the CRM@Oracle series.

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  • CRM@Oracle Series: Web Marketing Integration

    - by tony.berk
    Who is visiting your website? How did they get there? Was it from a search engine? Email campaign? Are they downloading whitepapers, datasheets, presentations, software? Are they interested in attending one of your marketing events? Are you capturing these leads or which marketing campaign generated the lead? There are a lot of questions related to traffic on a website, and the answers to those questions can be found in your CRM system. Visitors who download marketing collateral are potential leads, so it is important to capture who they are, how they got there, where they went on the website and what they are looking for. Today's CRM@Oracle slidecast discusses how Oracle uses Siebel CRM to plan and execute marketing campaigns on our website, www.oracle.com, and capture the key information about who is downloading content or interested in attending one of our marketing events. The responses are captured, qualified, and if appropriate, a lead is generated. It all happens in Siebel CRM. CRM@Oracle Series: Web Marketing Integration Click here to learn more about Oracle CRM products and here to learn about other customers using Oracle CRM. Are you enjoying the CRM@Oracle Series? If you have a particular CRM area or function which you'd like to hear how Oracle implemented it internally, leave us a comment and we'll try to get it on our list.

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  • CRM@Oracle Series: Forecasting

    - by tony.berk
    What do you trust more: the weather forecast or your sales forecast? I hope the answer is your sales forecast! Either way, would your sales forecast be more accurate if sales management had visibility into what the sales reps are forecasting and what has changed since the last forecast? What if management could adjust forecasts for accuracy based on analytic tools? Today's slidecast discusses sales forecasting and how Oracle implemented forecasting in our global implementation of Siebel CRM, including the steps involved to roll up the forecast. CRM@Oracle - Forecasting Click here to learn more about Oracle CRM products and here to learn about other customers using Oracle CRM. Are you enjoying the CRM@Oracle Series? If you have a particular CRM area or function which you'd like to hear how Oracle implemented it internally, let us know and we'll get it on our list.

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  • CRM at Oracle Series: Email Marketing

    - by tony.berk
    Anyone doubt that companies are sending more and more emails out to their existing customers and prospects? Effective email marketing requires a scalable platform which integrates with your CRM system. The email marketing system should also have key capabilities to ensure your maximizing your investment such as handling email bounces and click thru, tracking open messages and adhering to customer opt out and other personalization options. As part of the "CRM at Oracle" series, we've discussed other marketing topics including web marketing integration, real-time decisions and marketing business intelligence. Today's "CRM at Oracle" slidecast discusses how Oracle replaced a number of legacy "bulk" email systems with Siebel Email Marketing and is taking advantage of key functionality and integration to other Siebel CRM components. CRM at Oracle: Email Marketing Click here to learn more about Siebel Email Marketing and other Siebel Marketing products. Are you enjoying the CRM at Oracle Series? We are working on more topics for this year, but if there is a particular CRM area or function which you'd like to hear how Oracle implemented it internally, leave us a comment and we'll try to get it on our list.

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  • Oracle Launches Something Cool for CRM

    - by andrea.mulder
    By Esteban Kolsky, CRM Intelligence and Strategy, March 31 Remember CRM? That stuff we used to do before Social CRM? The stuff that most people still do and need to continue to improve? Oracle does. Today they announced three CRM things: Siebel OnDemand release 17 with some clever life sciences complements, additions to the Oracle eBusiness Suite, and the Social Services Suite for Governments (part of a Siebel 8.2 release). I used to cover CRM and Government in a past life and I know that Social Services delivery is very complicated. For additional insights, read here.

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  • CRM Magazine: Customer-Facing Life Sciences CRM

    - by charles.knapp
    "The Life Sciences Edition, Lye says, is unique in that to-date pharma software has been inward facing. The Oracle pharma solution, however, is a tool that can be used internally for salespeople to assess their effectiveness, but it can also be used in interacting with a physician or whoever the "customer" might be. The solution captures signatures digitally and provides tools for rapid presentation creation. "That's something I have never heard of before in terms of having the CRM product for the customer view as well as the employee view," Leary says. "When it comes to the area of pharma sales, [sales people] don't have a lot of time in front of doctors .... so this is a way to spend less time in front of the doctor and still be able to get the information and the sentiment and the story across." Read more here about Oracle CRM On Demand, Life Sciences Edition.

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  • Customer Insight. Trend, Modelli e Tecnologie di Successo nel CRM di ultima generazione

    - by antonella.buonagurio(at)oracle.com
    Lo scorso 27 gennaio a Roma si è tenuta la 3° tappa del CRM On Demand Roadshow. L'iniziativa è stata un un momento di incontro e confronto tra Direttori Marketing, esperti di CRM e Direttori Sales, sui nuovi trend del marketing relazionale.   Grazie altri interventi di ItalTBS, Bricofer, Renault Italia, Avis,  IRCCS, San Raffale e con la moderazione del Prof. Maurizio Mesenzani  si sono condivise idee, esperienze, riflessioni sugli strumenti che ad oggi si sono dimostrati essere i  più efficaci per individuare i bisogni del cliente, trasformare i clienti potenziali in clienti soddisfatti, creare engagement. Continua a leggere per vedere le presentazioni

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  • What Should You Look for In a CRM Demo?

    - by charles.knapp
    I have helped firms evaluate software demos and delivered demos in diverse industries such as manufacturing, healthcare, life sciences, and travel (to name just a few). Here are a few suggestions. First, which vendor has the best fit for your industry? Make sure that the vendor demo staff tell you clearly throughout the demo (not just in a passing comment), what portion of each business process and screen is standard, what has been configured, what has been custom coded, and what has been provided by a partner. If you don't keep asking, what you buy may be less useful than what you saw. This will lead to added (and unbudgeted) costs and time. Second, what are the roles of the primary users? What are their top-most needs, such as exception-oriented dashboards or rapid data entry? Can you get a demo for each key role, showing how the software fits a typical workday? Have the vendor repeatedly tell you what is standard, configured, custom coded, or provided by a partner. Third, how well does the demo balance ease of use with completeness of business processes? One common approach is to hide needed fields or steps that are of low visual value. Another approach is to focus heavily on a visually appealing capability, while downplaying the fit with your key business processes. Result: despite their business acumen, demo attendees may not focus adequately on gaps in business fit So, look for complete disclosure and complete CRM. To arrange a demo from Oracle, please visit http://www.oracle.com/crm.

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  • DundeeWealth Selects Oracle CRM On Demand as Core Platform

    - by andrea.mulder
    "Oracle CRM On Demand enhances our existing Oracle platform, providing an integrated solution with incredible flexibility, mobility, agility and lowered total cost of ownership," said To Anh Tran, Senior Vice President of Business Transformation and Technology at DundeeWealth Inc. "Using Oracle as a partner in the expansion of DundeeWealth's CRM processes reinforces our client-centric approach to customer service and we believe it gives us a competitive advantage. As we begin our deployment, we are confident that Oracle is with us every step of the way." Click here to read more about more about DundeeWealth's plans.

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  • Unlock the Full Value of Oracle CRM On Demand

    - by charles.knapp
    Register for this live Oracle CRM On Demand Virtual Community Session! Oracle CRM On Demand delivers the most complete On Demand CRM available anywhere. But how can you ensure you are getting maximum value from the many powerful features that Oracle CRM On Demand offers? Join our interactive Oracle CRM On Demand Virtual Community Session on Tuesday, January 11, 2011 from 10.00-11 a.m. PT / 1 p.m.-2 p.m. ET to get expert advice and discuss the best ways to unlock the full potential of Oracle CRM Demand with Mike Lairson, author of 'Oracle CRM On Demand Reporting'. Book OfferSend your Oracle CRM On Demand configuration ideas before the Webcast to [email protected] and you could win a free copy of 'Oracle CRM On Demand Reporting' by Mike Lairson. Learn more and register now!

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  • Unlock the Full Value of Oracle CRM On Demand

    - by ruth.donohue
    Register for this live Oracle CRM On Demand Virtual Community Session! Oracle CRM On Demand delivers the most complete On Demand CRM solution on the market. But how can you ensure you are getting maximum value from the many powerful features that Oracle CRM On Demand offers? Join our interactive Oracle CRM On Demand Virtual Community Session on Tuesday, January 11, 2011 from 10.00-11 a.m. PT / 1 p.m.-2 p.m. ET to get expert advice and discuss the best ways to unlock the full potential of Oracle CRM Demand with Mike Lairson, author of 'Oracle CRM On Demand Reporting'. Book Offer Send your Oracle CRM On Demand configuration ideas before the Webcast to [email protected] and you could win a free copy of 'Oracle CRM On Demand Reporting' by Mike Lairson. Learn more and register now!

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  • CRM@Oracle Series: Showcasing Innovation with Oracle Customer Hub

    - by tony.berk
    When is having too many customers a challenge? It is not something too many people would complain about. But from a data perspective, one challenge is to keep each customer's data consistent across multiple enterprise systems such as CRM, ERP, and all of your other related applications. Buckle your seat belts, we are going a bit technical today... If you have ever tried it, you know it isn't easy. If you haven't, don't go there alone! Customer data integration projects are challenging and, depending on the environment, require sharp, innovative people to succeed. Want to hear from some guys who have done it and succeeded? Here is an interview with Dan Lanir and Afzal Asif from Oracle's Applications IT CRM Systems group on implementing Oracle Customer Hub and innovation. For more interesting discussions on innovation, check out the Oracle Innovation Showcase.

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  • Learn More about Fusion CRM at the Oracle Applications Virtual Tradeshow

    - by ruth.donohue
    Sales reps spend just 22% of their time selling. The remainder is spent on administrative activities. How can you improve this ratio so that you sales reps can focus on what really matters? Join Mark Woollen, VP of CRM Product Management, at the Oracle Applications Virtual Tradeshow this Thursday, February 3rd at 10:30 AM PST / 1:30 PM EST to learn how Fusion CRM can improve sales productivity. Register now and be sure to check out Brian Dayton's blog post "What's In It For You? The Oracle Applications Virtual Tradeshow" to learn more about other sessions that may be of interest in Customer Relationship Management, Master Data Management, Enterprise Performance Management, Financials, and Human Capital Management.

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  • CRM at Oracle Series: Do Not Call & Do Not Email

    - by tony.berk
    Who you gonna call? Or not call! Sorry, just kidding, this isn't a movie blog! Do Not Call is an important topic for all businesses as there are government regulations that can lead to significant fines, and of course, possible damage to your brand. Oracle leverages Siebel CRM to develop an effective solution to address the Do Not Call and Email Permissible Use requirements. The application uses the Contacts functionality to manage communication preferences, which when defined, centrally synchronizes all contact records that share the same phone number and email address. Additionally, the relevant information is masked so Oracle employees cannot accidentally reach out to the contact. Therefore, the solution ensures that we are compliant with regulations, enables us to respect individuals' communication preferences and provides an audit trail of changes to their preferences. Today's CRM at Oracle slidecast discusses the requirements, highlights benefits and provides screen shots of the solution. CRM at Oracle Series: Do Not Call & Do Not Email Click here to learn more about Siebel CRM and other Oracle CRM products. Are you enjoying the CRM at Oracle Series? We are working on more topics for this year, but if there is a particular CRM area or function which you'd like to hear how Oracle implemented it internally, leave us a comment and we'll try to get it on our list.

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  • MS Dynamics CRM users disappear

    - by Max Kosyakov
    Recently we came across quite a weird issue. The administrators say that once in a while they notice that user accounts in MS Dynamics CRM are lost . When a new user is added to the system, the administrators add him/her to the Active Directory first. Then, they go to Dynamics CRM interface, then to system configuration -> administration -> users and add the new user to the CRM, add roles to this user, grant them relevant permissions. Then the user is able to use a custom application, which connects to the Dynamics CRM via WCF. After a while (few weeks or months) the user is unable to use the custom application because Dynamics CRM cannot authorise this user. When administrators open the Dynamics CRM user management interface (configuration -> administration -> users ) and browse through the list of CRM users they cannot find the user in the list. When they try to add the user to Dynamics CRM back, the CRM fails with the error message "User already exists". Moreover, the user still exists in the Active Directory. The admins are very sure the user had been added to the CRM before he/she started to work. The only fact the the user was able to use the custom application normally says that the user had been indeed registered in the CRM. How come the user is not listed in the CRM user management interface at all? Have anyone faced any issues like that? Seen or heard of disappearing CRM users somewhere? Any help is appreciated. Where can one start digging?

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  • Oracle CRM On Demand R17 and Pharma's Future

    - by charles.knapp
    By Denis Pombriant, Beagle Research, March 30 "Oracle announced Release 17 of CRM On-Demand today along with an updated vertical market version for the pharmaceutical industry. Seventeen is a lot of releases even for a SaaS company and Oracle should be proud of the milestone. The same is true of the emphasis on the pharmaceutical industry vertical. Oracle comes to the pharma CRM market with an assist from Siebel, the one time independent leader in CRM that Oracle bought a few years back. Before the acquisition Siebel and its pharma package had managed to corner about nineteen of the top twenty pharmaceutical companies. For a time in the last decade you could go from job to job as a pharma rep taking your Siebel skills with you and feel right at home. The writing on the wall now though is that pharmaceutical sales is transitioning to a SaaS model and Oracle is managing the transition for its customers. Oracle's done a good job of keeping up with changes in the industry and you have to admit that pharma sales is a different kettle of fish than almost anything else in CRM." For additional insights, read here.

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  • Want to learn Microsoft-Dynamics CRM. Please suggest for Dynamics Beginners?

    - by Rita
    Hi I need to work on a Dynamics project in next 3 months with Pharmaceutical client. I have been working on .NET technologies from last couple of years. Now I am interestred in learning Microsoft Dynamics. Please suggest how and where to start for the Dynamics Beginners...... your ideas/ any tutorial links / materials/ Books/ Traning/ And your experience? Appreciate your time. Thanks

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  • Creating a single CRM plugin DLL to store in the CRM database

    - by Shaamaan
    Since the suggested way of storing plugins in MS CRM is via the CRM database, I figured it's about time to do something about the method I'm currently using, which is storing the DLLs on the disk. The trouble however is that I don't know how to embed all the other various bits that are needed by the DLL: the localization resource files (which are kept in another folder) and some referenced DLLs from the latest SDK (which had to be manually placed in the bin\assembly folder). At this point, I'm not even entirely sure this is possible. So far I've tried to solve the localization problem by changing the build action on the resource files to "Content" or "Resource" and tested this solution (still keeping the location on-disk, but without the added localization folder). This didn't work: when I purposely generated a validation error in one of the plugins, I got the default language message (English) despite having a different language selected in the CRM. I've faced a similar problem when trying to add some of the referenced DLL files (namely the new SDK DLLs: xrm.portal, xrm.portal.files and xrm.client). When I tried to store the plugin in the database (skipping for a moment the localization issue), I got a CRM error saying it cannot find the XRM.Client assembly or one of it's dependencies. I know I could use ILMerge to put the whole thing together, but I've got a gut feeling telling me this isn't really a good idea. Any hints or suggestions on this issue would be great.

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  • Free Webcast: Oracle's Data Quality Solutions for Oracle Siebel CRM

    - by andrea.mulder
    Do you want to maximize cross-sell and upsell opportunities? Boost call center productivity? Reduce marketing costs? Improve customer retention? I believe the appropriate answers are "yes", "Yes", "YES", and "YES!!!" Attend this free webcast Oracle's Data Quality Solutions for Siebel CRM on Thursday, March 3rd at 11am PT and learn how to get more value out of your current Siebel CRM investment. Register today!

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  • Nucleus Research: Oracle Fusion CRM is a CRM Leader

    - by Richard Lefebvre
    Nucleus Research published their updated CRM Technology Value Matrix – Second Half 2012.  The Value Matrix evaluates CRM vendors on functionality and usability which they consider the core indicators in an application’s ability to deliver initial ROI and value over time.  Oracle Fusion CRM is in the “Leader” quadrant.  CRM On Demand enters the “Leader” quadrant with the release of version 20 delivering continued investment in Oracle CRM On Demand.   Oracle Siebel CRM is in the “Expert” quadrant.  RightNow continues to be placed in the “Facilitator” quadrant.  The full report is available in the CRM section of the Industry Analyst Reports page on Oracle.com  -  Industry Analyst Relations Web site.

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  • The Other "C" in CRM

    - by Brian Dayton
    Folks who know me know that I rarely, if ever, talk politics. And I never talk politicians. Having grown up in a household with one parent leaning left and the other leaning to the right it was the best way to keep the peace. This isn't about politics. It's about "constituents" and the need to improve the services and service levels for people--at the city, county, state/province, etc. level all the way up to national governments. As a citizen and tax payer it's also important to me that these services be provided at a reasonable cost. If there's a better and more efficient way to do something then it's my hope that a public sector organization takes advantage of technology the same way private sector companies do. Social services organizations have a complex job. They provide the services that people need, from healthcare and children's assistance to helping people find jobs. But many of these organizations are still managing these processes manually or outdated, home-grown applications that could have been written up to 30 years ago. A lot has changed in technology. On the (this is as political as I'm going to get) political front, stakeholders like you and me are expecting greater transparency on where and how funds are spent. I'll admit that most of the time, when I think about CRM systems, I think about my experience as a customer of my bank, utilities company or cable operator. But now that I'm older, have children and a house--I find myself interacting more and more with agencies and services organizations. My experiences are sometimes good and sometimes not so good. Along those lines, last week's announcement of Siebel CRM 8.2 for Public Sector caught my eye. You may not work in the public sector, but you are a constituent of some--actually a lot--of public sector organizations. I don't know which CRM systems city and county utilize but I'm going to start paying closer attention.

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