CRM - October 2007 - (Page 16)

Demand,” at destinationCRM.com, for more product information.) It’s important to note, however, that Oracle uses “Oracle On Demand” (not “Oracle CRM On Demand”) as an umbrella term to describe the company’s portfolio of services it delivers in its role as an application service provider (ASP). Some of these offerings include subscription applications (Siebel CRM On Demand) and managed applications (Oracle On Demand for Siebel CRM; PeopleSoft Enterprise On Demand; JD Edwards EnterpriseOne On Demand and JD Edwards World On Demand; Oracle Collaboration Suite On Demand; and Oracle E-Business Suite On Demand). “The Oracle On Demand infrastructure has a whole host of services…that The latest Siebel CRM On Demand highlights the software giant’s interest allow Oracle as an entity to take advantage in the on-demand market and underscores the strength of the Siebel name of its understanding of the application, the database, [and] middleware,” says port, industry-specific editions, a built-in Anthony Lye, Oracle senior vice president, hen Oracle announced the general availability virtual call center, embedded analytics, CRM On Demand. “I’ve never had a cusof Siebel CRM On and a prebuilt data warehouse for real- tomer tell me,‘I don’t know which [product] to buy.’ Oracle On Demand offers Demand Release 14 on time decision-making. The latest release represents the first customers a huge benefit from a cost of July 25, it marked the company’s first major Siebel Systems software-as-a-serv- formal announcement of the availability ownership [perspective] and from an ice (SaaS) release since completing the of a new Siebel CRM On Demand prod- overall initiative and business strategy.” Lye’s experience notwithstanding, purchase of its former adversary in Janu- uct since the April 2006 announcement ary 2006. The release itself—the 14th in of version 10. Oracle subsequently rolled some headscratching on the part of buyers is to be expected. three and a half years—is particularly out Releases 11, 12, and 13 “They use ‘on demand’ to noteworthy: It’s the first installment to without any formal press According to an industry run entirely on Oracle’s native infrastruc- announcements. insider, a notice was sent describe the ASP model as well as the true SaaS verWith Release 14, howture, and it delivers buckets of integration, sion—so customers do usability, customization, and administra- ever, it appears Oracle was to members of the tend to get a little bit contion features. Apart from the functional- planning to switch to the analyst community fused,” says Rob Bois, a ity enhancements, however, are signs that Oracle brand. In fact, stating that Oracle was research director at AMR the product’s branding was set for a according to an industry facelift—a facelift that never came about. insider requesting ano- dropping the Siebel name Research. “The more they can distinguish the true Release 14 includes prebuilt integra- nymity, a notice was sent to from the SaaS product. SaaS product [Siebel CRM tions to Oracle programs such as Oracle members of the analyst E-Business Suite. Also, process-level inte- community stating that Oracle was drop- On Demand] from the traditional ASP gration with Siebel CRM On Demand’s ping the Siebel name from the SaaS version [Oracle On Demand for Siebel workflow capabilities automatically trig- product.“Then I guess somewhere in the CRM] would certainly help.” Overall, though, Bois contends that gers cross-application processes based organization, [it was decided to] stick on changes to information, while data- with Siebel, but they didn’t send out a it’s good to see Oracle continue to put an integration enhancements via Web ser- subsequent email,” the pundit says. “So emphasis on the on-demand product. vices enable merge-record operations. In they are sticking with the traditional “SaaS is driving the future growth of the addition, the release draws on technolo- Oracle Siebel CRM On Demand nomen- CRM space,” he says. “When you have gies such as AJAX and in-line edit to sim- clature, and they appear to be planning one of the biggest CRM vendors continplify user tasks. Release 14 also includes to stick with that for the foreseeable uing to push that, it’s good for the indushome-page customization, expanded future.” (See “What’s in a Name? Oracle’s try. The customers end up winning in all search-configuration tools, mashup sup- Mixed Message With Siebel CRM On of this.” —Coreen Bailor ORACLE’S NAME GAME W 16 CUSTOMER RELATIONSHIP MANAGEMENT | OCTOBER 2007 www.destinationCRM.com http://www.destinationCRM.com

Table of Contents Feed for the Digital Edition of CRM - October 2007

Contents Front Office Reality Check Customer Centricity Coupons Without the Clipping Something Special in the Air Oracle’s Name Game Market Focus: Sports & Entertainment: CRM Scores for Sports Franchises Statistically Speaking The Pulse Required Reading Are We There Yet? Help Them Help Themselves The Chain Gang Pay Day OutClick Media Gets a Second Opinion Best Kiteboarding Makes a Splash with NetSuite True-Blue Service Documentation Secret of My Success The Tipping Point Re:Tooling Pint of View

CRM - October 2007

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