These days, customers expect quality customer service. Those who have worked in customer service know how hard it is.

Consistent, quality customer service is even a bigger challenge for companies with multiple business units or divisions. In many cases, each division has its own processes and systems. Besides the overhead costs of maintaining and supporting multiple systems, there is no way to implement best practices across the company.

Here is the second tip of our micro-series of useful information on Oracle Business Intelligence EE 11g.

Because one hour just isn't enough time for a comprehensive Oracle CRM overview, we've extended the CRM General Session into two back-to-back sessions.

Part 1 of 2: CRM: A Year on the Leading Edge (S317661) will feature Anthony Lye, Senior Vice President of Oracle CRM, and his team reviewing the top five innovations that enable companies of all types and sizes to gain a competitive edge and demonstrating how Oracle's newest CRM capabilities bring these innovations to life.

Farmers Insurance is an industry leader in deploying technology to grow the business and cut costs. One of their great successes is deploying Siebel CRM for their insurance distribution (agent sales) business. Watch Arron Lamp, Partha Srinivasa, and a cast of real-life insurance agents showcase critical success factors and lessons learned in this interesting 4 minute video.

In order to provide more space for information, feedback and questions on the new book "Oracle Siebel CRM 8 Installation and Management", I have created a separate blog page.

In order to provide more space for information, feedback and questions on the new book "Oracle Siebel CRM 8 Installation and Management", I have created a separate blog page.

So of course I have to let you know about a new video I'm in. But seriously, if you are in Sales, a seven minute investment of your time to watch two new BNET "At The Whiteboard" videos (I'm only in one of them) to learn more about implementing effective sales KPIs and improving CRM adoption among sales users will be well worth your time. Here you go.

I am often asked by course delegates where they can find business process examples in Siebel CRM.

Oracle Business Intelligence Enterprise Edition (OBI EE) 11g has been officially launched 51 days ago.

Today, I  am pleased to have a guest writer on board, and he is Terry Dugan, from our Oracle consulting organization. He was also Oracle Consulting’s International project manager of the year last year.

BY TERRY DUGAN

A project recovery assignment can be one of the most challenging assignments a project manager ever accepts, but it can also be the most rewarding.  Recovering a project is not easy because tensions will be running high, emotions will be hot, and expectations will almost certainly need to be reset. 

SJ tracks rail customer satisfaction with Siebel Loyalty Manager

Jump start your OpenWorld quest for CRM knowledge by getting the BIG PICTURE from the man in charge. You don't want to miss the CRM general session presented by Anthony Lye, Senior Vice President of Oracle CRM (a.k.a. "the man").

Whenever we discuss the options to adapt Siebel CRM to the customer's needs, people tend to randomly refer to "configuration" or "customization".

Are your sales reps focusing on the most valuable leads? Is your lead scoring criteria accurate? Can business users easily create, maintain and test lead scoring rules?

Maximizing sales and marketing productivity is critical in today's business environment. If sales isn't focused on the best leads or can't determine which leads are most valuable, an organization's effectiveness is limited.

Well, maybe you aspire to be a CIO. Or...you KNOW a CIO. Or...you want to gain an understanding of a CIO's perspectives. Here is the deal: lest we think that CRM only lives in the domain of sales, marketing and service executives, we of course know that the role of any CIO is very strategic to their organization.

Therefore, they will be heavily involved in, and typically lead in the acquisition and deployment of all mission-critical business applications, including CRM.

I had mentioned a couple of weeks ago, that we were headed to NYC to attend the CRM Evolution 2010 event in early August, an

17 Aug - 12:00am

• CRM & Siebel

Oracle OpenWorld 2010 is just under 5 weeks away, but it is not too late to register!

14 Aug - 1:00am

• CRM & Siebel

12 Aug - 12:00am

• CRM & Siebel

Come hear how about improving outcomes one step at a time in a tough economy from Oracle's Health and Human Services Executive Director Kimberly Ellison-Taylor.

ATTEND Oracle OpenWorld 2010 to gain in-depth knowledge at the sessions, view live demonstrations at the Applications demo grounds, mingle with the experts in the Oracle CRM Lounge and Applications Lounge, and explore partner offerings at the CRM On Demand Partner Pavilion.

This is a typical vacational geek question.

Every year, a senior executive from Oracle presents 15 awards to our customers and partners that have effectively used Oracle applications to improve the environment.

If you have three minutes, watch this YouTube video to see how Oracle helps companies to:

• Improve pipeline velocity
• Target prospects more effectively
• Convert more opportunities to sales

Having been announced earlier this year, a new book on Oracle's Siebel CRM

Hard to believe that Oracle OpenWorld 2010 starts in about seven weeks in San Francisco from Sunday, September 19th to Thursday, September 23rd. With almost 100 sessions focused on CRM, there is sure to be something that will appeal to your role, whether in IT, sales, service, or marketing. For more information about individual sessions, visit Content Catalog and select "Customer Relationship Management" as the stream/track.

In response to Seema's request to supply some details on the EAI Transaction Service, I took this interesting little business service for a ride.