Customer relationship management tools can impact outcomes for any business, regardless of its size. By helping companies to identify customers, direct customer experience and streamline sales and marketing, these types of systems are very much in demand in the enterprise world. Salesforce and Oracle are two common choices for cloud-based CRM — here are some of the ways that these options help businesses to improve in the 21st century.
Salesforce is one of the top name brands for sales-based CRM. As a leader in its field, Salesforce has under its belt statistics from studies like one by G2 Crowd finding high (80%+) rates of functionality, scalability and customer satisfaction with Salesforce CRM. Salesforce has also won awards from Forbes and other parties for CRM.
However, there are also more concrete reasons to employ Salesforce for customer relationship management. There’s the cloud-based software component that eliminates the need for buying hardware and installing software. There is pay-as-you-go pricing, which is helpful for budget-conscious companies. There are key extensions like the Marketing Cloud (which includes marketing automation) and Service Cloud. And there’s the easy-to-use interface which has helped make Salesforce a top brand helping companies to deploy these solutions quickly and easily.
Another main value proposition around Salesforce is its open and connected infrastructure. Like other top CRM solutions, the Salesforce suite attempts to drive congruent operations between channels such as marketing, commerce, sales and customer service. All that helps the company to maintain a set of promotional literature showing dozens of satisfied clients firms talking about how they ramped up projects, increased conversion, and gained accuracy by using Salesforce CRM tools.
Another aspect of practicality illustrated by Salesforce is the ability to track data from points of contact or touch points. Applications are easily integrated into Gmail or Exchange. Users can capture emails, meetings, and phone calls to mine them for data. Salesforce tools track workflows and present collections of contact points in a linear fashion. This can be a big help to creating a true sales force automation set-up.
Oracle Sales Cloud
Not to be outdone, Oracle prominently pushes its CRM/Sales Cloud solutions as offering a “seamless experience” for customers across social media, mobile, in-store and call center contact points, as well as seamless deployment for companies across channels like marketing, sales, commerce, service, social and CPQ.
Oracle distinguishes between the customer experience, which is what the customer encounters at any point of contact, and the internal jobs of pricing products, identifying customers and bringing confidence to sales and support teams with accurate and accessible analytics.
For example, sales dashboards and coaching and team selling schools are part of Oracle’s sales side. Cross-selling and up-selling tools get listed under the “commerce” category. Oracle also offers tools for getting insights from social media, as well as another important element of CRM use — the price quoting engine. Better price quoting increases the ease of providing pricing to customers, which is, in large part, a way to support how many people shop.
Another element of the customer experience management process is taking a look at how customers feel after they’ve bought from a company. Oracle promotes solutions that “help monitor customer satisfaction in real-time.” Customer testimonies talk about how Oracle CRM tools helped them to unify pricing across multiple countries or continents and across large CRM landscapes.
Oracle Sales Cloud is built to support fast and consistent quotes for complex packages, along with enhanced workflows to help with things like product selection, ordering logistics, and more.
In “social”, Oracle provides a “social relationship management solution” that helps companies to keep tabs on what campaigns are doing on Facebook and across the web. The way Oracle explains it is that the social media tools also allow brands to “listen” for customer feedback through data aggregation on social platforms.
Both of these prominent cloud-based solutions can help to eliminate silos and open up channels for data use. Both offer comprehensive, broad-based CRM and CX solutions for a more modern customer relationship and experience strategy.
You can also compare Salesforce, Dynamics CRM and SugarCRM here.