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Oracle hired Mark Barrenechea in 1996, who formed a "Front Office" team within Oracle Application division in 1997. That team evolved into the CRM division of Oracle in 1998, and launched products like Oracle Sales Online, Oracle Marketing Online in the following years, competing with Siebel Systems and Salesforce.com. Oracle became a leading player in the CRM market following its acquisition of Siebel Systems in September 2006 and later acquired UpShot CRM which offered a more robust user interface than the legacy Siebel On Demand product.
Today Oracle CRM is divided into different product lines. Siebel 8.1.1 is the latest release of their on-premises solution. Oracle CRM On Demand Release 26 and Oracle Sales Cloud Release 10 are the latest releases of their SaaS solutions.
On Premises solutions
Oracle CRM On Premises is a traditional on-premises deployment where the customer is required to buy or lease infrastructure, including hardware, operating systems and databases, and install a packaged system in its data centre. In 2006, Forrester Research estimated that on-premises solutions make up about 90 percent of CRM sales.
On-premises solutions are most suitable for organisations that need complete ownership and control over the deployment and maintenance of their CRM application and infrastructure. They are also most suitable for integration with operational and legacy applications. Some CRM providers and specialized third parties offer customized vertical industry solutions that extend on-premises deployments.
On Demand and SaaS
CRM On Demand and Oracle Sales Cloud are cloud CRM solutions which are accessible over the internet and paid for by a monthly subscription charge. This method of using software is often called software-as-a-service (SaaS) and is available to authorized users with a web browser. The benefits of a SaaS solution are that there is no hardware requirement and minimal setup cost.
Oracle Social CRM was released in 2008 and combines traditional enterprise CRM capabilities with social networking and Web 2.0 technologies. The applications are designed to reflect the way sales people work by helping them identify qualified leads, develop sales campaigns and collaborate with colleagues.
Other Social CRM Applications include Oracle Sales Prospector, Sales Campaigns and Sales Library. These applications are designed to work with various CRM applications from Oracle and competitors. These applications are provided using SaaS and paid for by a monthly subscription.
PeopleSoft Enterprise CRM
PeopleSoft Enterprise Customer Relationship Management is a family of applications in Oracle's PeopleSoft Enterprise product suite.
PeopleSoft merged with Oracle in 2005 and integrated product lines under the Oracle PeopleSoft name.
Features of Oracle’s Siebel CRM include:
- Social CRM
- Customer data integration
- Quote and order capture
- Partner relationship management
- Business Intelligence (BI) applications
- Price Management
- CRM gadgets
- Self-service and eBilling
- Integration to Siebel CRM