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About Oracle CRM Solution (2)
G-CEM Advisors Reply To Member's Question
Ms. Mei Lin Fung
Chairman, www.isoe.com
G-CEM Global Adviosr
www.isoe.com
Subject : About Oracle CRM Solutions
Question : My company's major business is reader club. We need a total solution for our business. Oracle & her partner e2e software give us a solution that contains 1. Oracle customer online 2.Oracle CRM data model 3.Oracle customer intelligence 4.discover desktop edition 5.order management I think this solution is not suitable for our business, and cannot cover our business. Would you like give me your advise? Thank you very much.
Answer 3: Ms. Mei Lin Fung, Director, www.TalkTimeAsia.com, G-CEM International Partner (US)
Dear Reader:
Oracle's CRM solutions are a complex bundle, especially to take on implementing all of them at once - it is both expensive in time and resources in addition to the cost of the software and maintenance. If it is not suitable for your business and doesn't cover it adequately I would advise against purchasing them.
The question that arises then is: What should you do?
What are you using at the moment for all these functions:
1. Order entry and order processing
2. Customer data mining, customer intelligence
3. Online processing
What are the most severe problems you are encountering?
I would suggest looking closely at what needs fixing the most and coming up with a step-by-step approach that you are confident will solve your problem. Just spending money is no guarantee that you will get a solution. You must be very careful to convince yourself that you will get something that will provide good return on CRM investment. I would recommend you look at the CRM ROI analysis that I recommend, by taking a look at the factors to consider, as shown in my tutorial Customer Value Primer.
About Mei Lin Fung
Mei Lin was an early pioneer in the CRM space, and was the business analyst for the first integrated sales and marketing application, envisioned by Tom Siebel at Oracle in 1988. Mei Lin spent 5 years at Intel, primarily as a customer marketing engineer in the US Distribution Sales Channel. The combination of Intel and Oracle has given her an insiders view of the supply chain through to demand chain connection in the technology industry. She was Managing Director at Wainscott Venture Partners, an IT-focused venture capital company with offices in Washington DC, New York, and the Silicon Valley, until 2001. Mei Lin advocates the discipline of Customer Lifetime Value analysis to achieve successful CRM investments and sustainable business models.
Answer 4: Rekha M Menon, Vice-President, Asia Pacific,Talisma Corporation
We would like to have more information about your business and the objectives before we can propose the best solution. I can suggest some of the ways in which you could leverage powerful CRM technologies to enhance your business of reader club.
Service: Provide the readers of the club, the information they are looking for. It could be a simple query regarding where they can find a particular book title or about the review of a latest title released in the market. Make sure that you provide your readers the option of reaching you through email, Web, chat and phone. In your business, the best way would be online support through chat- most affordable and most effective.
Personalized Portal: Give your readers a personalized portal where they can find everything that is of interest to them, including their past interactions with you.
Reader Acquisition and information sharing: The success of the reader club depends on the 'value' readers get from the club. Provide 'value added services' to your readers by proactively providing the information of interest. Campaign management tools allow you to run personalized newsletters and special offers, track responses and execute follow-up tasks, without any manual intervention. The readers get a feeling that they are being attended to on a one-to-one basis thereby increasing their loyalty to the club.
About Rekha M Menon
Rekha has been heading the Asia Pacific Operations for Talisma since its inception. Rekha has been instrumental in carving an aggressive growth path for Talisma in the eCRM space in India, and subsequently leading the growth across APAC to Singapore, Hong Kong and Australia. Talisma Asia Pacific today lists over 50 customers including SONY, Citibank, Dabur-CGU, Samsung and ICICI. Rekha has also been instrumental in nurturing the product development effort out of India, resulting in Talisma - the only globally acclaimed branded software completely developed out of India.
Prior to joining Talisma, Rekha has had fifteen years of experience in the field of consulting and human resources. Rekha has served on various professional bodies. She is a gold medalist from XLRI Jamshedpur, where she did her MBA, and held the Presidents Fellowship at Temple University, Philadelphia where she did her course work for a PhD in Organisational Behaviour.
About G-CEM Consulting Associates
Formed by 14 international well-known CRM elites from United States, Europe and Asia, they aim to provide "World Class CRM Training" to enterprises in China. Their value propositions are vendor-neutral, industry-specific, global-perspective and tailor-made corporate CRM training. G-CEM Consulting Associates have offices in Shanghai and Hong Kong. For more information, please email to associates@greaterchinacrm.org, or call (Shanghai) 86 21 6351 2506 / (Hong Kong) 852 2851 0356.
Answer 5: Mr. John Chiu, Managing Director, AT Group Ltd
It is difficult for us to give an astute comment based upon the information given. There are so many factors involved in order to make sure that you have selected the right solution. For sure, there are many good references, and I am sure Oracle would have given you, of some success stories about Oracle CRM. But success to some other people may not means the same to you. The following are examples of some of the considerations you need to think about :
1. Your Budget ?
2. Do you have in house resources and skill set to manage a sophisticated database like Oracle ?
3. What is the time frame of implementation?
4. My understanding of a reader club is that you properly need subscription management as well as just off the shelf Order Management system, have you look into it...
etc....etc....
If you can give me a bit more information, I can do a little bit more analysis for you. I do not mind you contacting me personally on my email.
About John Chiu
John Chiu was born in Hong Kong in the year 1951, and is the founder and Managing Director of AT Group Ltd., a major ERP / CRM Solutions and Intelligent Mobile Business Services provider within Greater China. John Chiu was a graduate in Bachelor of Science in University of Queensland, and thereafter he had obtained a Post Graduate Diploma of Computer Studies in University of Newscastle (Australia).
With more than 20 years experience in developing business solution for corporate, John Chiu has proposed and implemented a considerable number of integrated business solutions with myriad configurations for clients with different management information system requirements. John Chiu has accumulated knowledge of various industries in providing seamless information flow between the front office and back office and helping customers to make more informed and more intelligent decisions.
John Chiu has participated and contributed immensely in the original database design and software development for the ASTECH 2000 Series, which is now getting into its fourth generation of production after it was started off in the Cobol Text based environment about 10 years ago. The full product range of ASTECH 2000 Series is now Web enabled and provides Mobile extensions deploying the most advance mobile computing technology such as Hot Synch, SMS and Java Phone. At the database level, it offers its customer choices of various robust and reliable databases, such as Pervasive, SQL Server 7.0, Oracle and Sybase.
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