OracleAppsBlog
A day in the life of an Oracle Applications Consultant

Customer Relationship Management (CRM)

Tuesday, May 03, 2005

Oracle to gain control of CRM software market by Siebel purchase?

Having recently purchased Peoplesoft, Oblix and Retek it seems that Oracle has now set it’s sites on a new software company, namely Siebel.

A recent article by InternetNews.com suggests that Siebel may be the target of a potential take over by Oracle for an estimated amount of US$5 Billion. If this is true, Oracle would stand to take control of the CRM software market and strengthen it’s overall position in the ERP market against it’s fiercest competitor, SAP. By taking over Peoplesoft, Oracle has effectively increased it’s market share in the CRM software sector from 5 to 10%. If they manage to successfully purchase Siebel their market share in the CRM software sector would theoretically grow to 35% compared to SAP’s 15%.

I think taking over Siebel would be an excellent move by Oracle and I’m going to keep a watchful eye on development’s in this area. If the buy out does go ahead, hopefully it won’t be a long and protracted process, although I’m sure merging the various software components into the Oracle E-Business Suite will!!

Tags
, , , , , , , , , , , ,

Tuesday, December 14, 2004

Enabling Timezone feature in Oracle 11i

Timezone (with day light savings!) feature is available in Oracle 9i Release 2 onwards. This post attempts to describe the steps required to enable Timezone functionality in Oracle Service module.

Recently I was at a client site and the client is desperately looking for this feature mainly to handle increasing number of client calls from multiple timezones. When customer support personnel attend a client call, it is important to know the client’s timezone and talk in terms of their timezone. It is also helpful to see all the date/time information in local timezone to better perceieve about the actual start time or scheduled start time for any activity. The database timezone is setup as GMT but the user wants to setup their own timezone based on their work location. This is exactly what Oracle 11i provides ( with Oracle database 9i Release 2 onwards).

After playing with the setups for few hours with some help from the dba I was able to make the timezone feature work in the client’s test instance (11.5.9). We also noticed that new functionality has been added in the calendar popup window to convert date/time into a different timezone. Here is how the new calendar window looks:

image


The following are the setup steps:

Oracle Environment variable Setup ( DBA Setup)

Please make sure that timezlrg.dat file exists in the database $ORACLE_HOME directory.

[1]. Add ORA_TZFILE environment variable in SID_hostname.env file present in database and application $ORACLE_HOME directory.

Example:
a) enter the following command in Unix:
ORA_TZFILE=$ORACLE_HOME/oracore/zoneinfo/timezlrg.dat
export ORA_TZFILE

b) save the SID_hostname.env file in the in the database $ORACLE_HOME directory

c) shutdown and restart the database.

[2]. Run the following query in Sqlplus to verify that the v$timezone_names view is populated:

>select count(*) from v$timezone_names;
COUNT(*)
—————
1286
The number of count should be increased due to new environment variable.

[3]. Try to login to Applications again with the client timezone set.

System Profile Options( Apps sysadmin setup)

Responsibility: System Administrator
Navigation: profile > System

Client Timezone : (GMT -06:00) Central Time
Enable Timezone Conversions : Yes
Server Timezone : (GMT +00:00) GMT
Service: Default value for Service Request Timezone type List Item:  Agent

image

User Preference( User setup)

Navigation : E-Business Suite Home > Preferences

image

  • Wednesday, August 11, 2004

    New Customer Relationship Management (CRM) Author

    This post contains details of a new author that has joined OracleAppsBlog who has experience in the area of Oracle Customer Relationship Management (CRM)

    Jayakrishna Surnila, an Oracle Consultant presently working in Colorado, has joined OracleAppsBlog as an author. He has a total of 7 years industry experience starting with Retail Management and Channel Management in Pharmaceuticals and then plugging into IT Business Development within the segments of Corporate Box selling, Networking, Database Management Services, ICR and OMR.

    Jay forayed into CRM implementations as a Functional Consultant about 3 years back. Major implementations include the implementation of modules of Oracle Incentive Compensation (at DELL), Service Contracts (Oracle North American Indian Operations) and some minor encounters with Marketing Online, Sales Online, Field Service and iSupport.

    I wanted to welcome Jay to the Blog and introduce him to all the other members, he is experienced and I’m sure his contributions will be very useful to readers.

    You can read Jay’s membership profile here or if you’re a member you can e-mail Jay via the profile e-mail console.

    New Oracle Scripting, Interaction Center and Customer Relationship Management (CRM) Author

    This post contains details of a new author that has joined OracleAppsBlog who has experience in the areas of Oracle Scripting, Interaction Center and CRM.

    Jeff Lollar, an Oracle Consultant based in Dallas, Texas has joined OracleAppsBlog as an author. He is an employee of the Lucidity Consulting Group, a recipient of Oracle’s Partner of the Year award.  His expertise resides within the CRM suite with a strong emphasis on Oracle’s Interaction Center.  Jeff has proven himself as a leading developer of the Oracle Scripting module.  Amongst his functional skill-set, Jeff is also an accomplished Oracle Technical developer with experience in Forms, Reports, and other PL/SQL development.

    I wanted to welcome Jeff to the Blog and introduce him to all the other members. I believe he has a unique set of skills and am sure his contributions will be very useful to readers.

    You can read Jeff’s membership profile here or if you’re a member you can e-mail Jeff via the profile e-mail console.