CRM 2.0

Lorcan
Lorcan
Systems

It is interesting to read about the developments within Oracle’s new on-demand customer relationship management offering which is being discussed in various places. What is striking is how the familiar Web 2.0 approaches are coming to enterprise applications: mashups between various data sources, extensive data mining, sharing and commentary.
Here is Phil Wainewright:

Attendees at SIIA’s OnDemand Summit on Friday were given a sneak preview of some of the new applications being unveiled tomorrow at the Oracle OpenWorld conference. Let me tell you frankly, I was seriously impressed. Oracle has evidently done some hard thinking about how Web 2.0 technologies and ideas can be adapted to practical enterprise use. The next time a C-level executive asks you how Web 2.0 affects the enterprise, you’ll be able to point to Oracle’s new CRM OnDemand applications. They are a powerful demonstration of how Web 2.0 can be applied in an enterprise environment. [» Oracle goes for the CRM jugular | Software as Services | ZDNet.com]

He goes on to provide some details – and it is worth reading them. There is also some commentary from his ZDNet colleagues. Library user expectations are being shaped by major network services on the web. It looks as if expectations for backoffice systems will begin to be raised as well.

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