Service

Sales

Marketing

Oracle Customer Relationship Management

3

4

4

5

6

9

11

11

12

18

18

19

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3Oracle Customer Relationship Management

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ServiceMgnt

DemandMarketing

LeadGeneration

Oppor-tunity

Order Mgnt

Contracts

CustomerMgnt

Res-ponseCenter Customer

CRM 5

Oracle C

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CRM

Oracle C

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6

Marketing

Customer

Sales Service &Customer Care

Events & SeminarsCollateralList MgtMarketing EncyclopediaCampaign MgtLead Mgt

Customer Response CenterInteraction MgtContractsField ServiceRMA/Depot RepairSpare Parts LogisticsCosting/BillingService AnalyzerDispatchScheduling

CompensationAccounts and contactsPipeline MgtOrder MgtSales AnalyzerPersonal Productivity

CRM

Oracle C

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7

CRM

Oracle C

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8

CRM

Oracle C

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Man

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9

WWW

CRM

Oracle C

usto

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Man

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10

CRMi

Oracle C

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Man

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11

Call Center / TeleBusiness

Business Intelligence

Internet Business / eCommerce

Marketing SalesCustomer Care

& Service

CRM

Oracle C

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Man

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12

Oracle Telesales

Call Center

Marketing Sales Service

Mobile

Web

Oracle CustomerSales

Oracle Field SalesMobile/PDA

Oracle Field ServiceMobile/PDA

Oracle SalesCompensation

Oracle eCommerce

Oracle Self-Service

Annuncio InternetMarketing

ER

P

Mar

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Oracle Marketing

CRM

Oracle C

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13

CRM

Oracle C

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14

CRM

Oracle C

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Man

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15

CRM

Oracle C

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Man

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16

CompensationAccount & contactsOpportunity ManagementForecastingAdministrationOrder ManagementTerritories

AnalysisDemand CreationCampaign ROIProduct recommendation

Campaign MgmtAuthoringPlanningMonitoring

ExecutionLead ManagementList ManagementEvents and SeminarsResponse / Collateral

Web-basedPersonalization1:1 MarketingContent Management

CustomerProductsSupport / DefectContractsKnowledgeSpares & logisticsBillingField ServiceWork Force MgntDepot / RMA

CRM

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CRM

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Oracle Customer Relationship Management