Competitive positioning in the cloud CRM market is highlighted with the following strengths and weaknesses.
Oracle CRM Competitive Strengths
- Oracle is the first SaaS CRM player to embed sophisticated marketing and lead management automation, including landing pages, digital tracking, lead scoring, progressive profiling, nurture campaigns and distribution of sales ready leads. Campaign automation permits marketers to schedule multiple-channel, lights-out campaigns using a visual business process design tool.
- CRM on Demand delivers the best Business Intelligence (BI) suite in the SaaS CRM industry. Dashboards are configurable and offer drill down for investigative analysis. In addition to role-based dashboards there are industry editions, such as Insurance and Life Sciences, as well as Partner Relationship Management (PRM). The Answers on Demand ad-hoc analysis tool provides users with a solution for creating custom reports, and includes capabilities such as interactive charts and pivot tables. But where Oracle CRM on Demand leaves the competition behind is with its data warehousing and OLAP (online analytical processing). Volumes of data can be reviewed among many dimensions, manipulated and analyzed in real time for learning and insight that just isn't going to be derived from packaged reports.
- Oracle offers choices when it comes to hosting its CRM on demand product. Customers can take the default multi-tenant option or can elect an upgrade to a single-tenant option for an increase in price. Further choices among multiple single-tenant versions give customers flexibility to determine planned maintenance windows and software upgrades in order to minimize risk and business interruption.
- CRM on Demand offers the best enterprise information security in the cloud CRM industry. Nearly all cloud CRM solutions employ reasonable security for data in motion, most notably using the maximum level of SSL encryption permitted by the user's browser or geographical location. However, Oracle leverages its database roots in order to add security layers to data at rest—and permits encryption down to specified columns and rows or an entire table space. Oracle's hosting IT infrastructure—including its security governance, people, processes and tools—is one of the most impressive we've reviewed. These added levels of security will be appreciated by security and data privacy conscience organizations and industries such as financial services, government and public sector.
- Oracle on Demand offers a compelling total cost of ownership (TCO). Its subscription cost is one of the lowest in the on demand CRM industry. While various configurations result in differing subscription amounts, Oracle points out that its product with unlimited custom objects, a sandbox, business intelligence and a lead management system totals about $160.00 per user per month; where equivalent functionality may cost $400 to $500 per month with Salesforce.com (which would require the Enterprise edition and third party products for BI and lead management automation).
Oracle CRM Competitive Weaknesses
- The UI and user experience doesn't compete favorably with SaaS CRM competitors who have more creatively embraced consumer technologies. While the UI is efficient and satisfactory, it's far from engaging.
- The On Demand product lags competitors in social CRM capabilities.
- Oracle CRM onDemand offers some basic workflow management, but lacks a real BPM (Business Process Management) tool. Companies seeking to automate business processes by identifying triggering events and subsequent procedural actions will likely incur difficulty or need to seek a third party product.
- The Oracle CRM on Demand business partner channel is small and it lacks a mature ecosystem of third party plug-in solutions. While Oracle is steadily growing their indirect partner channel, it remains a fraction of what competitors offer to the marketplace.
- Mobile solutions are good, however, support limited devices. The Mobile Sales Assistant operates on RIM Blackberry and iPhone, while the Mobile Sales Forecast only operates on the iPhone.
- Certain functions (i.e. Email Marketing) only support the IE browser while others support only IE and Firefox browsers.
- No email synchronization with Gmail.
- Oracle CRM on Demand is not the favored CRM software solution within Oracle, and as such doesn't get the same executive sponsorship, resources and promotion as other Oracle CRM solutions (i.e. Oracle RightNow) or the Oracle CRM flagship product, Oracle Fusion CRM. The company goes to great strides to reinforce their message that the CRM on Demand product will continue to be supported by Oracle for the foreseeable future, but that shouldn't be construed among CRM buyers that this product will advance or live as long as other Oracle CRM solutions.
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CRM on Demand delivers the best Business Intelligence (BI) suite in the SaaS CRM industry. Oracle's data warehousing and OLAP (online analytical processing) exceeds anything else in the cloud CRM market. Volumes of data can be reviewed among many dimensions, manipulated and analyzed in real time for learning and insight that just isn't going to be derived from packaged reports.