Oracle Applications

CRM Goes Beyond Cost-Cutting

Three planned new offerings—Oracle Self-Service eBilling 6.0, Oracle's Siebel eCommerce 8.1, and Siebel eService 8.1—leverage Oracle's massive investment in both service-oriented architecture (SOA) and Oracle Fusion Middleware to push customer relationship management (CRM) self-service beyond simple cost-cutting to build more-profitable relationships.

By combining new features with the agility of SOA and Oracle Fusion Middleware, the planned offerings provide three key elements of successful self-service CRM initiatives: cross-channel consistency, enhanced agility, and a high degree of personalization.

"These next-generation products go way beyond merely deflecting traffic from call centers," explains Mike Betzer, vice president, CRM product strategy, Oracle. "They actually enhance the customer experience, driving customer loyalty and also enabling targeted cross-selling and up-selling."

Oracle Self-Service Billing

No one likes to pay bills. But if you give customers an experience that is both seamless and highly personalized, you can leverage that transaction to build loyalty—and even drive new revenue. "Everyone understands the savings that paperless billing can deliver: fewer agent-assisted transactions, reduced printing and postage, and accelerated collections, but Oracle Self-Service eBilling goes the next step," says Mike Betzer. "By presenting highly relevant content along with bills, companies can drive Web traffic that leads to increased brand loyalty, increased adoption of other self-service capabilities, and increased revenue."

Siebel eCommerce 8.1 and Siebel eService 8.1

Oracle's new Siebel CRM Self-Service offerings, capitalizing on years of investment in SOA and Oracle Fusion Middleware, extend companies' CRM systems to the Web channel, empowering customers to access real-time transaction histories—and also move seamlessly between self-service and assisted service.

At the same time, Oracle Fusion Middleware makes it far easier to create and change the user experience, thanks to its visual, declarative, standards-based development environment. For example, sophisticated selling rules—including pricing, eligibility, compatibility, and configuration—can be managed once within the Siebel CRM system and then deployed anywhere.

"These new products pack a one-two punch," says Betzer. "Companies gain both the agility to respond instantly to changing market conditions and the robust online commerce capabilities to capitalize on them."

Prime Yourself for Oracle E-Business Suite Release 12

Major new releases of software products can leave even the most-savvy business users in the dark. A new book, the result of collaboration between consulting services provider Solution Beacon, an Oracle Certified Advantage Partner, and the Oracle Applications User Group, can help guide you through the highlights of Oracle E-Business Suite Release 12. The Release 12 Primer—Shining a Light on the Release 12 World covers the modules that have changed the most—and the underlying technical architecture, security issues, and Oracle Fusion Middleware—all in terminology geared for both the business and technical audiences. To learn more, visit www.solutionbeacon.com/book.htm.

Flying High with Oracle ACE Steve Romeo

Steve Romeo—director of IT for Breg, a medical devices firm based in San Diego, California; board member of the Oracle Applications User Group; and a newly minted Oracle ACE—talks to Profit about what it means to work with Oracle.

PROFIT: What motivates you at work?

ROMEO: Every product we manufacture has a positive impact on someone's life. It makes me very proud to be a part of a team that improves people's lives.

PROFIT: What's been your experience with Oracle Applications?

ROMEO: I've led two deployments of Oracle E-Business Suite over the past eight years, focusing on medical device manufacturing utilizing Oracle E-Business Suite Release 11I applications for order entry, financials, manufacturing, mobile supply chain, and real application clustering.

PROFIT: What's your work style?

ROMEO: I am very collaborative, motivated, driven, and passionate. I work with a great team. I draw my customers into my collaborative process because I love talking to them and delivering on their requests.

PROFIT: What has been the most exciting development you've witnessed at Oracle?

ROMEO: The evolution of Oracle E-Business Suite has been very exciting. We have so many options and a flexible platform that allows us to grow without boundaries with our software. With new releases of Oracle Applications on the horizon, we are really getting excited about the convergence of Web 2.0 technology and the new applications.

PROFIT: What is your alter ego—your favorite way to spend time outside of work?

ROMEO: I am an avid flight enthusiast. I was fortunate enough to fly with Sean Tucker of Team Oracle. I'm also a wilderness survival teacher and animal tracker.

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