Gartner Research

How to Make Decisions Related to Oracle's CRM Product Line in 2013 and Beyond

Published: 09 July 2013

ID: G00235821

Analyst(s): Michael Maoz, Kimberly Collins, Robert P. Desisto

Summary

Oracle sells and supports seven CRM products. It is renaming some of these offerings, so CRM managers need to have a firm grasp on the nomenclature. Ask Oracle for a detailed road map of the availability of each product's functionality.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Determine the Direction of Oracle's Product Development in CRM
  • Match CRM Application Needs to the Oracle CX Solution Set
  • Examine the Key Decisions for Oracle (Siebel) Marketing Solutions
  • Examine the Key Decisions for Oracle Sales Solutions
    • Key Decisions for Sales Force Automation
    • Key Decisions for Oracle Sales
  • Examine Oracle Commerce
  • Examine the Key Decisions for Oracle Customer Service and Support Solutions
  • Examine Service Skills
  • Understand the Role of Oracle Social Relationship Management

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