Profit Opinion

Margaret Terry Lindquist - May 2006

Getting J.D. Power and Associates certification for our North American support operations was a particularly exciting event for Oracle. This news came on top of three Software Technical Assistance Recognition (STAR) awards from the Service & Support Professionals Association and a Stevie award for the best support team covering the Europe, Middle East, and Africa regions—and that's just in 2005/2006.

Often it seems as though the developers are the stars, working at the cutting edge of technology and creating the next generation of applications. But when you attend user events, talk to customers, and read the blogs, it's easy to see that questions about new features and functionality sometimes fall by the wayside when the issue of support comes up. The quality of support that a business gives its customers is critical to its success, and customers seem to be tremendously reassured by the strong statements that Oracle executives are making and the announcements that have come out about lifetime support options.

Oracle was recognized for providing "An Outstanding Customer Service Experience" for its technology service and support. "As a company, we strive to deliver a superior ownership experience to our customers, and we are determined to become the industry benchmark for outstanding customer support," says Juergen Rottler, executive vice president of Oracle Support and Oracle On Demand. "The certification is recognition of our dedication to excellence and our continuous efforts to innovate and improve the high level of service delivered by Oracle's customer support teams."

That attitude toward our customers and the software they're using is reflected throughout Oracle Fusion, our vision for next-generation enterprise technologies, applications, and services that will revolutionize businesses—starting now. Visit to find out more.

In other news, it's not too early to start making plans for Oracle OpenWorld. This year's event promises to be our biggest yet, with an expanded exhibition floor. Customers who wait to make their plans may find it difficult to stay near the heart of the action. This year's show is scheduled for October 22-26 at the Moscone Center, in San Francisco. Registration opens in May, but you can preregister to be notified about early-bird discounts at


Margaret Terry Lindquist is editor in chief of Profit Magazine.


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