Rob Smyth's Blog

Now that I have moved into the CRM team, I am demonstrating a whole new range of features that Oracle has compared with my old applications technology role.
 
Yesterday I showed how Oracle Marketing manages registrations through the Audience Workbench, and how Events can be managed through the Campaign Workbench.  All this and Fatigue Rules too.

The interesting thing is that a lot of the requirements from Marketing apply in Public Sector as well as in the commercial sector.  Agencies still want to know who they are sending mail to, how to keep their Customer database online and how to help individual marketing departments remain cost effective, while getting to the right individuals (this is called segmentation).  The main difference seems to be that there is a need to analyze the customers/citizens and look at what is working rather than turn the outcome of the marketing into Sales leads.

Try this link for more information on Oracle Marketing

So, what I have discovered so far is that for Public Services at least the key areas of interest for CRM type functionality is for Customer Data Management, Marketing, Service and Case Management.  In fact, I think when I have got round a few more customers I will probably find that there is an interest in everything CRM.  Waiting to see who the first interest in Sales comes from at the moment though.