Oracle CRM is a

customer relationship management 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. CRM systems compile data from a r ...

system created by

Oracle Corporation 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 da ...

. 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.

History

Oracle hired Mark Barrenechea in 1997 to build a CRM development team. That development team evolved into the CRM division of Oracle in 1998, the first year that Oracle CRM was released. 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 Customer experience (CX) is a totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Pine and Gilmore described the ...

(CX) within its CRM business. 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) 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. History Oracle's first customer relations ...

. 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: *

Lead management Lead management is a set of methodologies, systems, and practices designed to generate new potential business clientele, generally operated through a variety of marketing campaigns or programs. Lead management facilitates a business's connection bet ...

through Oracle Marketing * Contact management through Oracle Sales * Reporting and analytics through Oracle Analytics *

Sales force automation Salesforce management systems (also ''sales force automation systems'' (SFA)) are information systems used in customer relationship management (CRM) marketing and management that help automate some sales and sales force management functions. Th ...

through Oracle Sales * Mobile CRM through Oracle Sales * AI through Oracle Sales and Oracle Marketing *

Email marketing Email marketing is the act of sending a commercial message, typically to a group of people, using email. In its broadest sense, every email sent to a potential or current customer could be considered email marketing. It involves using email to ...

through Oracle Marketing *

Sales forecasting Sales operations is a set of business activities and processes that help a sales organization run effectively, efficiently and in support of business strategies and objectives. Sales operations may also be referred to as sales, sales support, or ...

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 PeopleSoft, Inc. is a company that provides human resource management systems (HRMS), Financial Management Solutions (FMS), supply chain management (SCM), customer relationship management (CRM), and enterprise performance management (EPM) softwar ...

, which was acquired by Oracle in 2005) **eBusiness Suite CRM **Siebel CRM *Cloud **

***Advertising ***Marketing ***Sales ***Service

Oracle CRM acquisitions

2005 *

Siebel Systems 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. The company was founded by Thomas Siebel and Pa ...

2010 * Art Technology Group (ATG) 2011 * RightNow Technologies 2012 * Eloqua 2013 * Compendium * Responsys * BigMachines 2014 * TOA Technologies * BlueKai 2015 * Maxymiser 2018 * DataFox

References

{{DEFAULTSORT:Oracle Crm Customer relationship management software Oracle software Customer relationship management software companies