Oracle CRM explained

Developer:	Oracle Corporation
Genre:	CRM software

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.^[2]

History

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.

Transition to Oracle Advertising and CX

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." 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 CRM and Oracle Advertising and CX functionalities

Oracle provides the following CRM functionalities in its products:^[8]

• Lead management through Oracle Marketing
• Contact management through Oracle Sales
• Reporting and analytics through Oracle Analytics
• Sales force automation through Oracle Sales
• Mobile CRM through Oracle Sales
• AI through Oracle Sales and Oracle Marketing
• Email marketing through Oracle Marketing
• Sales forecasting through Oracle Sales
• Marketing automation through Oracle Marketing

Oracle's variations of CRM

Oracle offers different installations of the CRM system:

• On premises system
  • PeopleSoft Enterprise CRM (formerly owned by PeopleSoft, which was acquired by Oracle in 2005)^[9]
  • eBusiness Suite CRM^[10]
  • Siebel CRM
• Cloud
  • Oracle Advertising and Customer Experience (CX)
    • Advertising
    • Marketing
    • Sales
    • Service

Oracle CRM acquisitions

2005

• Siebel Systems^[11]

2010

• Art Technology Group (ATG)^[12]

2011

• RightNow Technologies

2012

• Eloqua

2013

• Compendium^[13]
• Responsys^[14]
• BigMachines^[15]

2014

• TOA Technologies^[16]
• BlueKai^[17]

2015

• Maxymiser^[18]

2018

• DataFox^[19]

Notes and References

1. Web site: 2016-04-05. Breaking Down Oracle CRM: A Comprehensive Guide. 2021-08-20. Top Business Software Resources for Buyers - 2021 Software Advice. en-US.
2. Web site: 2019-11-08. Why CX System vs. CRM System?. 2021-08-20. Anodius. en-US.
3. Book: Symonds, Matthew. Softwar : an intimate portrait of Larry Ellison and Oracle. 2003. Simon & Schuster. 0-7432-2504-X. New York. 52638805.
4. Web site: What is Oracle Customer Experience Cloud (Oracle CX Cloud)?. 2021-09-01. SearchCustomerExperience. en.
5. Web site: Kanaracus. Chris. 2012-12-20. Oracle buys Eloqua for marketing software in $871 million deal. 2021-09-22. InfoWorld. en.
6. Web site: Third-party cookie cull: Ready for the cliff-face?. 2021-09-22. The Drum.
7. Web site: Evans. Bob. 2021-02-16. The Disruptive Larry Ellison: Shatters Tradition to Reflect New Cloud Realities. 2021-09-22. en-US.
8. Web site: 2019-02-21. Best CRM Software & Solutions for 2021 CRM Software List. 2021-10-21. IT Business Edge. en-US.
9. http://www.oracle.com/us/products/applications/peoplesoft-enterprise/crm/index.html PeopleSoft Customer Relationship Management (CRM) Applications | Oracle
10. Web site: Oracle E-Business Suite support deadline sparks upgrades. 2021-11-24. SearchITChannel. en.
11. News: 2005-09-13. Oracle to Pay $5.85 Billion for Siebel. The New York Times.
12. Web site: 2010-11-02. Oracle Buys eCommerce Software Giant ATG For $1 Billion. TechCrunch.
13. Web site: 2013-10-17. Oracle Buys Compendium, A Content Marketing Startup, To Build Up Its Arsenal Against Salesforce. TechCrunch.
14. Web site: 2013-12-20. Oracle to Buy Responsys for $1.5 Billion.
15. Web site: 2013-10-23. Oracle's Big Machines Acquisition Predicts The Future Of Cloud Selling Applications. Forbes.
16. Web site: 2014-08-01. Oracle Buys TOA Technologies for Field Service SaaS.
17. Web site: 2014-02-24. Oracle acquires BlueKai, rounds out its marketing cloud. ZDNet.
18. Web site: 2015-08-20. Oracle snags Maxymiser to goose its marketing push. Fortune.
19. Web site: 2018-10-22. Oracle acquires DataFox, a developer of 'predictive intelligence as a service' across millions of company records. TechCrunch.