CRM vendors

Anthony Lye on Oracle on Demand, Social CRM

The CRM landscape changed forever with the arrival of Software as a Service (SaaS). Oracle, despite its legacy as an on-premise CRM vendor, and its two major CRM acquisitions in PeopleSoft and Siebel, has not stood idly by however.

We sat down with Anthony Lye, senior vice president of CRM at Oracle, to discuss the company’s latest SaaS version with CRM On Demand Release 16 and its strategy around providing social networking-like collaboration tools as separate CRM applications.

Lye also discusses some of the key areas where he sees a difference between Oracle’s products and Salesforce.com’s.

In this 20-minute podcast, listeners will learn about:

• Oracle’s latest SaaS CRM releases.

• An explanation of the multiple deployment options Oracle provides and what customers are asking for now.

• How customers are deploying both SaaS and premise-based CRM systems.

• The strategy behind offering Social CRM as separate, standalone modules.

• How Oracle is using social networking internally.

 

 Anthony Lye on CRM on demand, social CRM [19:51m]: Play Now | Play in Popup | Download

Expert predictions for CRM in 2008

Three industry observers share their predictions for the CRM market in the coming year.

Rob Bois, analyst with Boston-based AMR discusses SAP’s latest release, the outlook for CRM suites and spending in the year ahead.

He’s joined by Elana Anderson, independent analyst with NxtERA Marketing, who shares her thoughts on marketing technology in 2008, including behavioral targeting, getting past the hype of Web 2.0, mobile marketing and the role of the CMO.

John Ragsdale, research vice president with the Service and Support Professionals Association, also joins the conversation. John gives his predictions for Web self-service and its effects on customer service, leveraging user communities, wikis and the job outlook for customer service.

Program guide:

• (00:01) Rob Bois
• (20:14) Elana Anderson
• (32:29) John Ragsdale

 

 Standard Podcast [45:27m]: Play Now | Play in Popup | Download

SAP talks SAP CRM

After SAP introduced its revamped CRM system, SAP CRM 2007 at its annual Influencer Event in Boston, executives say SAP is now “a CRM company.” Michael de la Cruz, senior vice president for SAP CRM solutions, and Bob Stutz, president and general manager CRM global strategy product development discuss the new interface, usability and SAP’s development plans.

 

 Standard Podcast [17:51m]: Play Now | Play in Popup | Download

Oracle’s Ed Abbo on hosted call centers, CRM innovation

Ed Abbo, Oracle’s vice president of CRM products, discusses in this podcast what’s to come in Siebel 8.0 and integrating Siebel with Oracle’s other CRM applications.

Abbo also shares his thoughts on the emergence of hosted call centers and where innovation will come from in the CRM market.

 

 Standard Podcast [29:24m]: Play Now | Play in Popup | Download