Special Report: CRM

On July 28 2011, Oracle announced that it has entered into an agreement to acquire InQuira, a leading provider of best-in-class service knowledge management software that supports web self-service and agent-assisted service.“The acquisition of InQuira provides Oracle with a complete knowledge management suite, integrated with self-service support, online customer forums and agent-assisted CRM,” said Anthony Lye, SVP of Oracle CRM. “We expect InQuira to be the centerpiece for Oracle Fusion CRM Service. With InQuira, Oracle will provide an integrated suite of proven solutions that deliver a comprehensive and highly personalized experience for every customer, across all channels.” Here, learn more about the acquisition, and get an update on Oracle CRM solutions.

Press Release: Oracle Buys InQuira
InQuira’s solutions improve customer service and satisfaction by helping customers find more relevant answers to questions online or from a service agent guided by a scalable knowledge management platform. The combination of Oracle and InQuira is expected to deliver the most comprehensive cross channel customer support offering.

Oracle CRM & Commerce Online Forum
Register for this on demand event to see analysts, customers and Oracle executives come together to share why it’s more important than ever to deliver an engaging and consistent experience that sets your business apart. If you manage your company's strategy for marketing, sales, service, or commerce, the Oracle CRM & Commerce Online Forum offers you the unique opportunity to learn about key market trends. Hear Anthony Lye, Oracle’s senior vice president of CRM, discuss six CRM transformations that are driving innovation and increasing customer effectiveness; learn how leading companies are using Oracle CRM and commerce solutions to deliver a superior customer experience that sets their business apart; see what’s new in the latest release of Oracle CRM On Demand, including more mobile, deeper industry support, and increased collaboration.

New Product: Collaborate Better with Oracle On Track Communication
Launched in March 2011, Oracle On Track Communication offers a new paradigm for enterprise collaboration that goes beyond team sites or social network-based streams. Here, Jeffrey Olkin, the Oracle On Track Communication product architect, and Andy Kershaw, senior director of Oracle On Track Communication business development, shed some light on Oracle's latest collaboration tool—and how it can optimize CRM productivity and effectiveness.

Oracle's Top 5 CRM Industry-Specific Innovations
As vice president of Oracle Fusion Application strategy, industry veteran Aaron Shidler has a unique view into the breadth and depth of Oracle Applications. We asked him why Oracle is significantly expanding investment in industry-specific CRM solutions—and to tell us about some of the latest innovations.

eSilicon Sales Reps Selling on Demand
With the help of Oracle CRM On Demand, eSilicon's enterprise applications services staff worked with the company's sales team to overcome technology challenges and deliver a new set of capabilities. Best of all, the process of implementing the new system was fast and painless, and users are unanimous in their praise.

The Power of Social CRM
“The advent of social CRM kicks sales software into high gear,” says David Ferguson, former Oracle Applications Users Group president. “The applications take advantage of socialized technology and intelligence geared to surface opportunities of merit.”