by Han C
According to Oracle, the global CRM market will surpass 18.2 billion in 2012. It was anticipated that the acquisition of Rightnow enables Oracle to expand its use of Cloud Computing but Oracle has recently unveiled a new product roadmap for end-to-end customer experience. Rightnow has spent fourteen years on building customer experience products and brings a well refined set of applications to empower Oracle CRM tools. Oracle’s CX Suite includes a wide array of customer experience products and will now be able to offer “the best, most complete, and most advanced solution in the world,” according to Oracle President Mark Hurd. According to Rightnow’s survey, eighty-six percent of customers would choose not to do business again because of poor customer experience. Companies embracing CX as a strategy have potential to see ten to thirty percent reduction in contact-center labor costs, increased customer retention, and accelerated customer acquisition.
I thought it was interesting how Oracle seems to be diversifying its portfolio with CRM and CX suites. Oracle is traditionally known for database management systems and has been gradually gaining momentum to compete in the cloud computing market. It is apparent to see that Oracle is aggressively seeking strategic mergers to enhance and provide competitive global solutions for its customers. This article is related to what we discussed in class regarding the topic of User Experience. After reading more I realized that UX is just one minor component under the CX umbrella. By embracing CX, Oracle aims to deliver the best customer services technology in the market.
Bozeman, Mont. “Oracle’s RightNow CX February 2012 Release Extends Capabilities of Leading Customer Experience Suite.” Oracle News Center. February 29, 2012.
Pimental, Benjamin. “Oracle to buy RightNow for $1.5 billion.” Los Angeles Times. October 25, 2011.