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Oracle CRM on Demand Sweet Spot
Short list CRM on Demand when:

  • Searching for a low total cost of ownership (TCO) CRM suite.
  • If you feel you may change software delivery methods from SaaS to on-premises or vice versa.
  • Your IT department is an Oracle shop. Note that while it seldom makes sense to choose a business application simply based on IT's platform and stack adoption, there may be significant opportunities from Oracle's Fusion roadmap for CRM on Demand customers. These need to be explored.
  • You're looking for a tier 2 CRM system; whether your tier 1 is E-Business Suite or another product.
  • Your business is in the automotive, high technology, insurance, life sciences, or wealth management industry. Oracle's industry software support is not limited to simple re-configuration and brochureware common among CRM players claiming vertical solutions, but instead makes extensions to the data model, includes unique industry records and columns, and defines industry specific business processes.
  • You're seeking an on-demand CRM suite with a strong contact center component. The service module from most SaaS CRM vendors is a better fit for help desks or small call centers. Only Oracle's CRM Contact on Demand, RightNow Technologies and, Cloud Suite 3 are capable of stepping up to the needs of more sophisticated contact centers.

Alternative Solutions
Buyers may be best advised to consider alternative CRM products when:

  • Seeking best of breed CRM solutions.
  • Seeking CRM and tightly integrated social CRM capabilities.
  • Seeking vertically focused solutions outside of Oracle's named industry editions.

Oracle Customers
Existing Oracle customers are advised to:

  • Consider CRM On Demand if you're an E-Business Suite customer looking for a tier 2 CRM system for regional, line of business or satellite office locations.
  • Consider CRM On Demand if you're looking at Fusion CRM down the road, but need an interim solution now that offers a straight-forward transition process later. Get up to speed on Fusion middleware and investigate Oracle's proposed Application Integration Architecture (AIA) as the tool to make the conversion.
  • Liaise with your Oracle representatives to get detailed product roadmaps and pricing announcements so you may understand how CRM On Demand and Fusion may affect or deliver new capabilities to your existing infrastructure.

Concluding Remarks
The current Oracle CRM on Demand Release 19 has delivered CRM Desktop, connected mobile sales, enhanced security and more depth in vertical market editions such as life sciences, insurance and financial services. The next release in the product roadmap shows a Release 19 Innovation Pack to include a more configurable mobile, a disconnected mobile, chat (COD) and OPA (Oracle Policy Automation) integration—thereby opening up a suite of software products for more sophisticated modeling and business rules. Looking further ahead, Release 20 is scheduled to bring more incremental advancements including enhanced usability, analytics, mobility, hosted code and further vertical market depth.

Despite being an Oracle branded product, CRM on Demand flies below the radar for far too many SaaS CRM buyers. Perhaps Oracle's messaging has gotten lost in the noise of its own company's announcements or within the deluge of provocative messaging from competitors such as or NetSuite, or even the more focused messaging delivered by SAP with its Business ByDesign product. Whatever the case, the messaging needs clarity and amplification. While not needing to resort to guerilla marketing tactics already overused in the cloud market, the company does need to improve messaging and increase marketing promotion if it is too have any chance to gain ground on primary competitor End


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Comments (9) — Comments for this page are closed —

Guest Laureen McGovern
  We compared several cloud CRM systems before acquiring Oracle on demand. Our company's hesitation toward software as a service was that the total cost of ownership would be higher over several years. However, in our case when we did the math we discovered that the SAAS CRM was less money than on premise CRM systems over a five year horizon. Our CFO suggested that beyond five years a licensed solution would be less money, but our CIO aptly pointed out that systems don't last more than five years before they are replaced with newer technology that is both more enabling and less costly. It's early for us, but so far the majority of staff are very satisfied with Oracle CRM on demand.
  Guest Peter Woolston
    Hello Laureen, we're just embarking on the global CRM implementation journey, interested in what you initially saw as the benefits of Oracle CRM over the other providers and whether this has translated into post implemenatation success.

Guest Stephen Logan
  It's unclear to me how the Oracle Public Cloud differs from any other cloud. We're an Oracle shop and considering both Oracle and for a global CRM roll-out next year and I find it difficult to get past the rhetoric.
  Denise Chuck Schaeffer
    Salesforce is an advocate of the multi-tenant architecture and opponent of server virtualization, where Oracle instead often favors virtualization and gives mixed messages regarding multi-tenancy. Oracle sometimes suggests that the multi-tenant comingling of customer data can put data at risk from an information security perspective. This is unproven and unlikely. And while Salesforce is clearly a cloud thought leader, something which Oracle is not, Oracle does provide more open standards in its cloud platform as well as deployment and interoperability options that are unavailable from Salesforce. For example, while much of Salesforce’s cloud components are developed in a proprietary tool (Apex), Oracle’s primary development tool is Java. Oracle suggests because it pursues a cloud standards-based architecture (which beyond Java also includes standards SQL, XML, Web Services and SOA), it doesn't limit customers to only using the CRM vendors cloud network. The Oracle Public Cloud is more ubiquitous and gives customers more choices in deployment options (on-premises, private clouds or public clouds) and interoperability among third party cloud providers (such as Amazon EC2, Microsoft Azure or Rackspace).
  Guest Peter Woolston
    Hi Steve, interested in your comments, we've just gone through the Oracle vs Salesforce selection here in the UK, happy to talk if it helps you, we're 400 users and there was a definate split of opinion from our Middle East and Asia sales teams when compared to the Americas.

Guest Shelly_Shifley
  What is the Oracle crm on demand OPA referenced in the review. Need more info.
  Denise Chuck Schaeffer
    Oracle Policy Automation (OPA) is a Windows desktop product designed for sophisticated modeling and business rules. Oracle acquired OPA years ago (December 2008 when it purchased Australian software company RuleBurst Holdings). RuleBurst originally designed OPA to transform legislation and policy documents into executable business rules, particularly for the calculation of benefit entitlements and payment amounts. It was first developed and sold to the public sector, however, its purpose and flexibility extend horizontally. Oracle Policy Automation is currently available as a standalone solution and an integrated rules solution for Siebel.

Guest Barry McKnight
  We chose Oracle CRM on Demand over Salesforce. Two of the main factors that contributed to our decision were cost and Oracle's choice of deployment options. We like SaaS, but also find flexibility with being able to bring the application in house if we want to.

Guest Bernnie Atkinson
  I think Oracle's CRM on demand is under-recognized in the cloud CRM industry. It does virtually everything does with SFA, exceeds most other cloud CRM in terms of marketing automation and competes well in customer support. I know the product isn't doing badly but it is in no way realizing its potential. Oracle seems to hold back the marketing and promotion necessary to make this product become a recognized market leader.






Oracle CRM on Demand Review






Despite being an Oracle branded product, CRM on Demand flies below the radar for far too many SaaS CRM buyers. Perhaps Oracle's messaging has gotten lost in the noise of its own company's announcements or within the deluge of provocative messaging from CRM start-ups, or even the more focused messaging delivered by SAP with its Business ByDesign solution.


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