BizTech Blog

This post covers the highlights for Oracle CRM on Demand Release 24.

Something I am really excited about is the new connection between social networks and CRM OD Service tickets. This feature keeps your customer experience reps in the loop as issues develop in the blogosphere and enables prompt action. And of course all the interactions are trackable and reportable within CRM Analytics.

Nucleus Research recently released its second half 2012 on premise and cloud-based CRM Value Matrix. The report places two of Oracle's CRM products in the Leaders quadrant: Oracle CRM On Demand and Oracle Fusion CRM. This is significant since Oracle Fusion CRM is one of the newest entrants into the Matrix. Three of the top four rated products in terms of functionlity were Oracle products: Oracle CRM On Demand, Oracle Fusion CRM, and Oracle Siebel CRM.

Much of the focus at Oracle OpenWorld 2012 was around the exciting new Fusion CRM applications (we will have plenty to blog about that later), but also some interesting future product information for our Oracle CRM On Demand clients.

When it comes to implementing a business solution, it is not only critical to pick the correct tool but also the correct project leadership and implementation partner. Of the two tales represented here, the one succeeded for the following reasons...

Fusion CRM was built on a foundation that facilitates instant visibility across platforms. Where many solutions include mobility and extensibility as an afterthought, Fusion CRM was designed with the mobile sales professional in mind. This approach manifests itself in the following areas:

The first installment in BizTech's Oracle CRM On Demand Release 20 Readiness Series provides an overview of the Territory Management and Access Control enhancements.

Oracle continues to aggressively build out its complete CRM footprint by agreeing to purchase RightNow Technologies for $1.5 billion. RightNow is a provider of SaaS-based call center automation, sales force automation (SFA) and customer relationship management (CRM) services. It is really the service components of this deal that I expect to deliver the greatest value to customers in the next generation of Oracle CRM. RightNow is strong in the social media component of service, as well as call center and industry verticals.

The ink still isnt dry on Release 19, and many customers are still on R18, but recent information has emerged on Release 20. Below are some of my favorite new product highlights for Oracle CRM On Demand Release 20.

Below is my fantasy lineup for CRM Sessions to watch at Oracle Open World 2011. Anthony Lye and anything on Fusion CRM is a must see.

While SSO remains a crucial part of our daily multiple application access, we need to decide which type of SSO Implementation is best suited for our company. Depending on whether your Organization is a Call Center (where agents need to pull all Customer Information including last bill payment, government information to authorize the party, maintain conversation history), Finance Industry (Enterprise Business Suite, Quotes need to be integrated yet loosely coupled with CRM On Demand) to get the forecasts, accurate and timely opportunity details, leads and contacts, we can implement SSO using different Implementation strategies. SSO can be implemented for various industries including medical for concurrent access of critical applications.