Oracle goes after Salesforce.com with Social Relationship Management

Oracle has begun some initial integrations between its various social-themed applications

Oracle first announced its Social Relationship Management product family several months ago at OpenWorld, but has now taken steps to actually integrate the components of the product set, which it gained through a number of acquisitions over the past year.

Oracle's Social Relationship Management product, announced during the South by Southwest conference in March, ties together Oracle's software for running ad campaigns on social media channels with its social listening and monitoring tools. The first capabilities were gained through Oracle's acquisitions of Involver and Vitrue, while the latter came from the purchase of Collective Intellect.

"We are on the road to integration," said Erika Brookes, vice president of product management, Social Platform, at Oracle.

In addition, the combined product has been connected with Oracle business applications, including its Fusion and Siebel CRM (customer relationship management) software and RightNow customer service product.

The tie-ins allow users to push sales leads into the CRM systems or take a message from social streams and turn it into a service ticket, Brookes said.

Oracle's announcement follows a recent webcast by company co-President Mark Hurd and Thomas Kurian, executive vice president of product development, which touched upon Oracle's social engagement strategy as well as described its plans for another related acquisition, marketing automation vendor Eloqua.

While customers can still buy each service separately, Oracle believes it will deliver the most value and beat out the competition with the power provided by a fully integrated suite, Brookes said.

Customers who buy multiple products or the full suite aren't subject to additional fees for connections between applications, according to Brookes.

The announcement reflects Oracle's growing competition with Salesforce.com in the emerging field of "customer engagement," the idea of a company building a much richer relationship with customers than in the past, from the initial sales cycle through customer support.

Salesforce.com, however, won't give up the fight lightly. It recently switched up its central marketing theme from "social enterprises" to "customer companies."

The differences between what Oracle and Salesforce.com say they want to accomplish with their strategies may come down largely to word choice, however,

In addition, the particulars of a given vendor's technology are less important than the overall goal of customer engagement, according to one observer.

"It's not about social or mobile," said analyst Ray Wang, CEO of Constellation Research. "The business outcomes customers seek are better customer experiences, improved engagement, greater revenue."

Meanwhile, Oracle has also developed a product called Oracle Social Network, which will offer businesses ways to collaborate internally.

That offering is also part of the complete story, according to Wang. "The secret with social business is that every business is social," he said. "If you don't embed this into the business processes, you won't succeed."

Follow CMO World on Twitter: @CMOAustralia.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Searching for social and marketing data

Many marketers, agencies - and everyone in between - get caught up on bubble references and data points. They’ll use Facebook best practice as the only best practice for Facebook executions and only consider metrics and responses of the one channel they’re expected to deliver on.

Isaac Lai

Connections strategy lead, VMLY&R Sydney

Why Australia needs more leaders

A few weeks ago, our Prime Minister, Scott Morrison took it upon himself to tell companies and their CEOs where to go when it came to societal issues. It wasn’t an organisation’s place to get involved. Instead, he said it should be left to governments to solve societies challenges.

Dan Banyard

Managing director, Edentify

3 skills you need to drive better collaboration

A study published in The Harvard Business Review found the time spent in collaborative activities at work has increased by over 50 per cent in the past two decades. Larger projects; complicated problems; tighter timeframes: These require bigger teams with specialised skillsets and diverse backgrounds, often dispersed globally.

Jen Jackson

CEO, Everyday Massive

Informative blog. Xero is a well-known revolutionized accounting software, specifically developed to provide best User Experience and mak...

NavkarConsultancyServices

Xero evolves to fit a changing marketplace

Read more

>Writes article about how to show diversity in an authentic way>All featured opinions are from white women

Jennifer Metcalfe

Food for Thought: How can brands show diversity in an authentic way?

Read more

Excellent post, congratulations !!! - Prof Paulo Coelho | https://www.drpaulocoelho.c...

Prof Paulo Coelho

The B2C and B2B marketing transformation helping Invisalign win more smiles

Read more

Great article - but regarding "For a team to achieve their full potential, Edmonson also advises leaders balance psychological safety wi...

Sim

3 skills you need to drive better collaboration - Business leadership - CMO Australia

Read more

I would invest money in machine learning. I think it's important to do that. Don't you agree?

Polly Valentine

Metcash to use AI for promotional planning optimisation in liquor division

Read more

Latest Podcast

More podcasts

Sign in