| Developer(s) | Oracle Corporation |
|---|---|
| Type | CRM software |
| Website | www |
Oracle CRM is a customer relationship management system created by Oracle Corporation. [1] It includes a number of different cloud applications that can be deployed together or used individually to analyze customer data and help companies connect and manage sales, marketing, and customer support. [1] [2]
Oracle hired Mark Barrenechea in 1997 to build a CRM development team. [3] That development team evolved into the CRM division of Oracle in 1998, the first year that Oracle CRM was released. [4] Later, Barrenechea was responsible for the CRM half of Oracle's E-Business Suite (EBS) when he helped to bridge the separation between CRM and ERP by creating a single database that covered marketing, sales, order management, and accounting. This allowed Oracle to automate the entire CRM business flow, from lead to billing. [3]
In 2012, Oracle announced a new cloud-based focus on customer experience (CX) within its CRM business. [5] At the time, CX was a relatively new term and referred to “the notion of providing a much more personalized approach to marketing and support." [5] In 2021, Oracle combined its CX products with those from Oracle Data Cloud and renamed them Oracle Advertising and Customer Experience (CX). [6] [7] Oracle Advertising and Customer Experience (CX) is the name of Oracle's CRM system in the cloud.
Oracle provides the following CRM functionalities in its products: [8]
Oracle offers different installations of the CRM system:
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Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.
Oracle Corporation is an American multinational computer technology corporation headquartered in Austin, Texas. In 2020, Oracle was the third-largest software company in the world by revenue and market capitalization. The company sells database software and technology, cloud engineered systems, and enterprise software products, such as enterprise resource planning (ERP) software, human capital management (HCM) software, customer relationship management (CRM) software, enterprise performance management (EPM) software, and supply chain management (SCM) software.
Personalized marketing, also known as one-to-one marketing or individual marketing, is a marketing strategy by which companies leverage data analysis and digital technology to deliver individualized messages and product offerings to current or prospective customers. Advancements in data collection methods, analytics, digital electronics, and digital economics, have enabled marketers to deploy more effective real-time and prolonged customer experience personalization tactics.
Siebel Systems, Inc. was a software company principally engaged in the design, development, marketing, and support of customer relationship management (CRM) applications—notably Siebel CRM.
Portal Software was founded in 1985 as Portal Information Network, one of the first Internet Service Providers in the San Francisco Bay Area. It was founded by John Little. The company offered its own interface through modem access that featured Internet email. Towards the end of the 1980s, the company offered FTP.
Salesforce, Inc. is an American cloud-based software company headquartered in San Francisco, California. It provides customer relationship management (CRM) software and applications focused on sales, customer service, marketing automation, analytics, and application development.
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Oracle RightNow is a customer relationship management (CRM) software service for enterprise organizations which is part of Oracle Service. It was originally developed by RightNow Technologies, Inc., which was acquired by Oracle Corporation in 2011 in a $1.8 billion deal.
Art Technology Group (ATG) was an independent internet technology company specializing in eCommerce software and on-demand optimization applications until its acquisition by Oracle on January 5, 2011. ATG continues to be based in Cambridge, Massachusetts and operates under its own name as a subsidiary of Oracle. The company is a provider of eCommerce software and related on-demand commerce optimization applications. ATG's solutions provide merchandising, marketing, content personalization, automated recommendations, and live-help services.
BigMachines, now Oracle Configure, Price, Quote (CPQ), was a software company founded in 2000 by Godard Abel and Christopher Shutts, which was acquired by Oracle in 2013. The software is designed to integrate with enterprise resource planning (ERP), customer relationship management (CRM), and other business systems to help companies automate the sales process. It specializes in software for configure, price and quote (CPQ). It can be used by internal teams, channel partners, VARs, distributors, customers, and outside representatives and partners.
NetSuite Inc. is an American cloud-based enterprise software company that provides products and services tailored for small and medium-sized businesses (SMBs) including accounting and financial management, customer relationship management, inventory management, human capital management, payroll, procurement, project management and e-commerce software. NetSuite was founded in 1998 with headquarters in Austin, Texas. The company is widely seen as the first cloud computing software company, with its founding pre-dating that of Salesforce.com by about a month. Oracle Corporation acquired NetSuite for approximately US$9.3 billion in November 2016. The Oracle NetSuite Global Business Unit is managed by Executive Vice President Evan Goldberg as "Oracle’s Cloud ERP for Small and Mid-sized Enterprises with the ability to scale to Fortune 500 firms."
The SAP CRM applications have been initially an integrated on-premises customer relationship management (CRM) software manufactured by SAP SE which targeted business software requirements for marketing, sales and service of midsize and large organizations in all industries and sectors. The first SAP CRM release 2.0 has been made generally available in November 2000. The current release 7.0 is being updated with quarterly enhancement packs (EHPs) since 2009.
Oracle Fusion Applications (OFA) are a suite of applications built on Oracle Cloud that include cloud-based applications for enterprise resource planning (ERP), enterprise performance management (EPM), supply chain management and manufacturing (SCM), human capital management (HCM), and customer experience (CX).
Email management is a specific field of communications management for managing high volumes of inbound electronic mail received by organizations. Today, email management is an essential component of customer service management. Customer service call centers currently employ email response management agents along with telephone support agents, and typically use software solutions to manage emails.
Genesys, or Genesys Telecommunications Laboratories, Inc., is an American software company that sells customer experience (CX) and call center technology to mid-sized and large businesses. It sells both cloud-based and hybrid cloud software. The company was founded in 1990 and was acquired by investment firms Permira Funds and Technology Crossover Ventures (TCV) in February 2012.
Neolane, Inc. is a conversational marketing technology provider, which develops marketing automation and cross-channel campaign management software and services for business-to-business and business-to-consumer marketers. In 2012, Neolane recorded $58 million in revenue representing 40% year-over-year growth. It was announced in June 2013 that Adobe Systems would buy Neolane for $600 million.
Oracle Advertising, formerly Datalogix, is a cloud-based consumer data collection, activation, and measurement platform for use by digital advertisers. Datalogix was a consumer data collection company based in Westminster, Colorado that provided offline consumer spending data to marketers. In December 2014, Oracle signed an agreement to acquire Datalogix. After the acquisition, Datalogix's name changed to Oracle Data Cloud, which later became Oracle Advertising. Oracle Advertising is part of the Oracle Advertising and Customer Experience (CX) application suite.
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Oracle BlueKai Data Management Platform, formerly BlueKai, is a cloud-based data management platform which is part of Oracle Marketing that enables companies to personalize online, offline, and mobile marketing campaigns. BlueKai was created in 2008 by Omar Tawakol, Alexander Hooshmand, and Grant Ries, as a marketing tech start-up based in Cupertino, California. It was acquired by Oracle on February 24, 2014, for approximately $400 million.
Oracle Advertising and Customer Experience (CX) is a suite of cloud-based applications offered by Oracle Corporation that includes tools for advertising, marketing, sales, e-commerce, customer service.