Advantages and Disadvantages
Salesforce is one of the top name brands for sales-based CRM. In 2018, it occupied a staggering 20 percent of the CRM market share. There are plenty of reasons beyond its leviathan size to employ Salesforce for customer relationship management. It offers SaaS deployment that allows users to access the system any time, anywhere. Salesforce also has a host of product-specific integrations and extensions, like Service Cloud, Marketing Cloud, etc., that make it easy to expand your business software usage into other interoperable platforms.
That being said, it’s not all roses in the world of Salesforce. According to our 2018 survey of CRM buyers, four percent of the 500 companies interviewed were downsizing their CRM — most of them from Salesforce to something less over-featured and over-priced. We wrote a comparison of many alternatives to Salesforce to help those users move on to a new solution.
Oracle markets its Experience Cloud of sales and marketing solutions (Oracle CX) as an all-in-one experience that combines social media, call center, mobile and in-store contact points. Its focus on customer satisfaction and social relationship management features emphasize improving customers’ relationships with your organization through a variety of channels.
With a slightly lower price tag than Salesforce, Oracle could be a perfect fit for your business (and your budget!) but it is less comprehensive than the industry giant.
Now let’s get into how Oracle vs Salesforce CRM match up when we compare their key features:
Contact management is a crucial feature of CRM software. It offers a contact database for clients and leads so your sales reps can easily track them along the sales pipeline process. Users can track interactions like emails and calls, schedule appointments, and create task lists to keep organized within a single interface. This function also offers case management features and collaborative access to everything previously listed.
Oracle CX Cloud Suite provides an exceptional contact management database. It comes with pre-built cross-referencing functionality that helps maintain unique data records, reducing the chances of human error or multiple profiles for the same client.
The case management function provides guided resolution to customer concerns and tracks activity so it can be easily escalated if necessary. The solution uses customer data from multiple channels to supply an overview of the contact’s engagement such as requests, orders, payments, etc. Oracle CX Cloud also allows users to access customer related information and share relevant customer data internally between sales and marketing teams.
Oracle offers a detailed contact management feature to track leads through the pipeline
Users can attach social media attributes to contacts for better client interaction and direct engagement. They can import data from Word templates directly into the CRM, then export data in different supported file types.
Compare CRM Pricing & Costs with our Pricing Guide
Salesforce CRM (also known as the Sales Cloud) provides comprehensive contact management features as well. Users can easily create and manage contacts, monitor duplicates, as well as track client profiles and accounts.
Users can attach contacts to multiple accounts, add hierarchies and collaborate on contacts with internal peers for easy transfer of information. Salesforce users can even assign contact roles. This helps create a system for understanding individual contact’s roles within an account.
Salesforce CRM also allows users to create, store and view documents such as contracts, proposals and invoices directly within the contact profile. Users can import data in CSV (comma-separated values) file format and use the Data Loader application to export data.
Comparing Oracle CRM vs Salesforce, both provide excellent contact management features and tie in our analysis of the two CRM tools.