X
Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
Get free sample report

Compare Software Solutions
Visit the TEC store to compare leading software solutions by funtionality, so that you can make accurate and informed software purchasing decisions.
Compare Now
 

 oracle crm basics


CRM without Compromise: A Strategy for Profitable Growth
When implementing customer relationship management (CRM), organizations often lose sight of their customers and focus on efficiency gains instead of looking at

oracle crm basics  a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun

Read More


Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

CRM for Financial and Insurance Markets

Customer relationship management (CRM) focuses on the retention of customers by collecting data from all customer interactions with a company from all access points (by phone, mail, or Web, or in the field). The company can then use this data for specific business purposes by taking a customer-centric rather than a product-centric approach. CRM applications are front-end tools designed to facilitate the capture, consolidation, analysis, and enterprise-wide dissemination of data from existing and potential customers. This process occurs throughout the marketing, sales, and service stages, with the objective of better understanding one’s customers and anticipating their interest in an enterprise’s products or services.  

Start Now

Documents related to » oracle crm basics

The ERP Life Cycle: From Birth to Death and Birth Again


The enterprise life cycle is often misunderstood, which can lead to complications during the selection, implementation, and maintenance phases. Knowing what to expect during each phase will allow an enterprise to get better money for value from the solution.

oracle crm basics   Read More

Finding the Key to Small Manufacturer’s Profits - Part 1


This post starts with a trivia question: Please name the mid-market enterprise resource planning (ERP) vendor that has existed the longest in the market with an ERP product that has never been merged with another product? In addition, the vendor and its product offerings have never been covered by TEC and myself. As a hint, the company was founded in 1979 and has always focused on discrete make-to

oracle crm basics   Read More

Sales Force Automation Buyer’s Guide


No matter how effective your sales staff is, there’s always room to boost efficiency and increase sales. But how you go about doing so may be a point of contention. Sales force automation (SFA) solutions come in many flavors, but they don’t all offer the comprehensive SFA functionality you need. Find out how to avoid the pitfalls of choosing SFA software, and get help matching your needs with the right solution for you.

oracle crm basics   Read More

PeopleSoft Gathers Manufacturing and SCM Wherewithal Part Two: Market Impact


The PeopleSoft-J.D. Edwards merger was, in great part, about retaining the big five (or big four, or big three) seat and the need to be bigger within shrinking market opportunities. The combined vendors should now a have solid foothold against SAP and Oracle, particularly because one better-performing side could, if necessary, cover up for the underachieving one.

oracle crm basics   Read More

Oracle Closes the Business-IT Gap with the Latest Oracle BPM Suite 11g Upgrade


In today’s competitive landscape, businesses face great pressures to streamline their processes and increase their agility. TEC principal analyst P.J. Jakovljevic takes an in-depth look at how the latest features of Oracle Business Process Management Suite 11g enable business users to seamlessly and rapidly design and implement their business processes, without having to rely on overstretched IT resources. Download the report.

oracle crm basics   Read More

Benefits of On-demand CRM over Traditional Installed-On-Premise CRM Software Solutions


The high price and complexity of traditional, installed, on-premise enterprise software has left small and medium businesses (SMB) unable to obtain true integrated customer relationship management (CRM) and enterprise resource planning (ERP) software. On-demand, software as a service is changing all that. The lower costs and the short implementation period for an on-demand customer relationship management solutions make it lucrative for smaller businesses.

oracle crm basics   Read More

On-Premise vs. On-Demand CRM


When looking to acquire an initial customer relationship management (CRM) solution or replace an existing deployment, a host of considerations must be made, not the least of which is choosing between an on-demand or on-premise solution. Both the on-demand and on-premise models have pros and cons, as well as risks and rewards. Download this white paper and know what you need to consider before making a final decision.

oracle crm basics   Read More

Pure-Play CRM Vendors: Choose an Integrated or Best-of-Breed Solution?


When selecting a CRM vendor should you go with a one-source solution, reducing the need for integration with other corporate data sources, or go with a best-of-breed approach, getting the best in each category but being left with standalone applications that must be integrated? This article compares the two approaches and offers some advice.

oracle crm basics   Read More

CRM for Manufacturing vs. Regular CRM


A couple of weeks ago, I published a blog post called Customer Relationship Manufacturing. In this blog post, I described the symbiosis between the sales and production departments within a manufacturing company, mentioned some customer relationship management (CRM) vendors that seem to have adapted their products for the manufacturing industry, and I also promised I would get back to you with

oracle crm basics   Read More

2011 Customer Relationship Management Buyer's Guide: Innovations in CRM


Customer relationship management (CRM) has matured, and offers more choices than ever before. This buyer’s guide reviews the latest innovations in this software space, focusing on cloud, mobile, and social options, and includes a section on the range of customer-centric and process-oriented add-ons and applications available. The guide also includes valuable CRM resources, case studies, and a directory of CRM vendors.

This buyer’s guide will show what CRM vendors are doing to differentiate themselves from the competition through innovation. We will first describe some of the major innovations in the CRM space (e.g., cloud computing, social media and collaboration tools, mobile technology, and extended functionality), and then review their advantages and disadvantages. For each category of innovation, the guide will illustrate with real- life examples how CRM vendors provide innovative solutions to their customers and the associated benefits.

Innovation in the CRM world can be approached from two main perspectives: innovations in software, which affect the way companies manage their relationships with their customers (e.g., the ability to analyze customer feedback, for better customer service and even product development), and innovations in the market, which affect the accessibility and usability of CRM solutions (e.g., having CRM functionality available in the cloud or on a mobile device). And as the two qualities are interconnected (innovation in one arena generally leads or responds to innovation in the other), this guide focuses equally on innovations in CRM software and in new delivery models, such as cloud computing and mobile.

Throughout this guide, we consider CRM to be more than a set of tools and solutions that companies use to facilitate their interactions with customers. A complete CRM implementation includes strategies and best practices that companies define and apply in order to attract and retain customers.


Table of Contents


Preface

Customer Relationship Management: A Buyer’s Guide

TEC CRM Resources

Casebook

KANA Software Customer Success Story
Yahoo! Listens Proactively to Customers to Deliver Good Experiences

1C-Rarus Customer Success Story
1C:Enterprise 8 Implementation for Gazprom Neft–Tyumen

HarrisData Customer Success Story
Leading Manufacturer Employs RTI Software’s Closed Loop CRM to Manage Its Nationwide Customer Service Initiative

Infinity Info Systems Customer Success Story
Infinity Info Systems Streamlines Workflow for Leading Wealth Management Firm Halbert Hargrove

Microsoft Dynamics CRM Customer Success Story
Microsoft Dynamics CRM Gives BioMedix Vascular Solutions Better Insight into Business Execution

Microsoft Dynamics CRM Customer Success Story by Ignify
Microsoft Dynamics CRM Gives Foreign Currency Exchange Company a 360-degree View of Customers and Business Operations

SugarCRM Customer Success Story
USA FACT Drives Higher Revenues with Sugar ProfessionalTM and Empowers Sales On-the-go with Sugar MobileTM


Vendor Directory

SAP Special Report


Download the full copy of the TEC 2011 CRM Buyer’s Guide for large enterprises and SMBs.



Report Preview


CRM Innovations


BI for Large Enterprises

CRM innovations can be classified into four major categories: cloud computing, mobile, social, and extended functionality. Each category uses different technologies to address the needs of customer-focused companies and respond to changes in customer behavior. Many vendors innovate in two or more of these categories; others focus on one category (e.g., some traditional CRM vendors do not yet offer a cloud-computing delivery model or social functionality, but they have created strong mobile versions of their solutions).

Most of the innovative initiatives in the CRM space are contained within these four categories (but innovations are by no means limited to these categories). We consider these categories to be of the utmost importance—and this guide will focus on them— because they greatly affect the way companies manage their relationships with customers (existing or potential).



Download the full copy of the TEC 2011 CRM Buyer’s Guide for large enterprises and SMBs.

oracle crm basics   Read More