By way of introduction...
By Rob Knight on Aug 21, 2008
My name's Rob Knight and I join the Social CRM product management team from the Application Expert Services (formerly Siebel Expert Services) team here at Oracle. For the best part of a decade, I have been involved with many different aspects of the Siebel CRM application, including integration on both a transactional and a bulk level. So I have seen deployments using batch and messaging solutions including middleware such as IBM WebSphere MQ.
Being a Siebel Technical Architect has meant working on wide ranging issues, including the performance challenges of high volume and high population environments. In these situations, rich features or complex processes sometimes have to give way to efficiency and simplicity - not always an easy message to get across.
So, I am onto my new role with the Social CRM applications. I am looking at how the new Social CRM applications can be integrated with a myriad of different data and functional sources spanning internal business information sources and external ones. Internal sources of information would be your existing sales and provisioning systems to capture data, such as closed opportunities and shipped orders, either on-premise or not.
These new ways of visualizing and working with sales information will need mechanisms to keep them fresh. Poor or inaccurate data will lead to all sorts of potential problems and not just for the users of these applications, but their customers and prospects as well. I certainly form a low opinion of someone who tries to sell me something I already have or they have already told me I do not qualify for.
Effective data integration is required to prevent these potential issues as well as ensuring the collection of this information is completed timely. My goal is to address just that using a combination of Oracle technology and the support of our partners, both new and old.