Oracle - Customer Relationship Management (CRM) Applications

Oracle offers information-driven customer relationship management (CRM) applications that leverage enterprise data to drive profitable customer interactions.

CRM sales, marketing, e-commerce, customer service, multi-channel interaction and analytics

Oracle's CRM products cover the entire breadth of CRM functionality, from sales, marketing and e-commerce, to customer service, multi-channel interaction and analytics. Oracle's information-driven CRM applications leverage enterprise information from all areas within organizations to help achieve optimal business performance and create new revenue opportunities.

Transactional, analytical and engagement CRM

The world's most complete CRM solution, Oracle's Siebel CRM helps organizations differentiate their businesses to achieve maximum top-and bottom-line growth. It delivers a combination of transactional, analytical and engagement features to manage all customer-facing operations.

With solutions tailored to more than 20 industries, Oracle CRM enables customers to:

• Engage customers, employees and partners in every interaction to encourage maximum use and utility
• Automate, capture and manage transactions resulting from every useful customer-related interaction
• Analyze every transaction and interaction for better and faster insight

Context-aware CRM applications

This is an increasingly networked world where people expect a personalized experience and they expect to be able to find the answers they want quickly. To accomplish this requires personalized, relevant customer promotions and communications that engender customer loyalty across all customer touch-points and across all aspects of CRM.

Context-aware applications keep employees engaged and productive by capturing vital transactional and customer-related information. The more engaged employees are with tools, the more information will be captured and delivered through a CRM solution.

Centralized CRM system

Requirements in how customer information is captured and managed in everyday CRM transactions have evolved as well. As technology continues to advance, companies need to deal with a vast array of interaction channels, disparate systems and information sources, and additional deployment models. This multitude of complexities and options emphasize the need to have a single, consistent view of the customer as customer information is scattered about the enterprise.

Enabling customers and employees to interact and transact through their channel of choice – whether through a call center, over the Internet, in person, via a mobile device or through the growing realm of communities – while maintaining a channel-independent CRM solution with centralized business logic is vital.

Analysis for better business intelligence (BI)

In a highly competitive market, analytics can foster a significant business advantage. Employees need more information than is typically shown in a simple chart or graph. They need to know why a trend or event has occurred, and more importantly, what they can do to translate that knowledge into new opportunities.

By taking BI to a new level – far beyond reporting and basic analytics – enterprises can arm its executives, managers, and individual contributors across sales, marketing and service organizations with the insight to make better decisions. This optimizes processes by synthesizing structured and unstructured content across a broad range of information sources and delivering this insight faster and in ways unavailable before.