Oracle OpenWorld and Social CRM
Back from a great OpenWorld experience. It’s amazing how Oracle has gotten the logistics for this event down to a science. Even Tuesday’s downpour didn’t seem to have much effect, other than the venues scrambling for more rugs to keep people from slipping on slick tiles.
Many have already posted about OpenWorld and the progress in Oracle Social CRM. The tools that help drive more sales through sales user collaboration look great.
Having been in the CRM space during the early days, I remember customers’ sales management expecting promising results from the reporting and accountability CRM systems provided. But I also remember the grumblings from sales reps themselves who preferred to continue using Act! or Outlook. Oracle’s Social CRM tools give reps a benefit to using the CRM system.
As an Oracle Partner, we’re excited to be able to provide a platform that enables an external aspect of social CRM integration for Oracle CRM On Demand and other Oracle and non-Oracle applications. Customers are able to leverage unstructured social media content by integrating it into their CRM workflows. Benefits such as expanded lead gathering, enhanced customer satisfaction, quicker investor relations action and more are achievable.
This isn’t just for getting social media posts expressing a level of buying interest into the lead qualifications workflow, but also those talking about problems or issues into the customer support workflow. We’ve also seen more and more examples of HR organizations finding social media content from current or prospective employees that need to be addressed, in other words they need to get those into a workflow too.
Many departments in an enterprise can benefit from learning and leveraging what’s being said about a company when the author isn’t talking to you, or under any type of survey bias. An important consideration is getting these posts that need action into the appropriate workflow so you can document and take action.