This Customer.tv video blog post examines the top Customer Relationship Management (CRM) strategy and technology take-aways from the Oracle OpenWorld 2012 conference. This year’s OpenWorld CRM software news was focused on Oracle CX and Oracle Fusion CRM. Despite innovation in SaaS CRM, cloud delivery, social CRM, mobility and big data, CRM software applications have remained relatively unchanged for nearly two decades, and interestingly, one of the primary objectives that has remained elusive since the beginning of CRM is achieving a customer-centric business model. For Oracle, this void has opened the door to Customer Experience Management (CXM, CEM or CX) as the next application software growth sector. Oracle CX is a suite of integrated point solutions and the company’s supporting technology to enable CX business strategies. To understand the promise and pitfalls of Oracle CX, we explore the business opportunity and the obstacles which stand in the way of Customer Experience success. Finally, this narrative shares how Oracle Fusion CRM is achieving slow but steady customer adoption, and shares Oracle Fusion CRM customer comments about the benefits and drawbacks of Oracle's new flagship CRM software solution. CRM software buyers may also be interested in the independently produced Oracle CRM Review report.
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