Comparative Analysis of ECRM Systems: IBM, Oracle, Microsoft

This report provides a comparative analysis of Enterprise Customer Relationship Management (ECRM) systems, focusing on IBM Enterprise Content Manager (ECM), Oracle Sales Cloud, and Microsoft Dynamics CRM. The report examines the functions, strengths, and weaknesses of each system, highlighting their applications in various organizations. It explores key features such as cloud computing, content management capabilities, and compliance with standards like HL7 CDA, as well as integration with Electronic Health Records (EHR). The analysis includes specific examples of organizations using these systems and offers insights into the benefits and challenges associated with each ECRM solution. The report emphasizes the importance of ECRM in enhancing sales processes, improving customer interactions, and ensuring data security and compliance. Finally, it underscores the role of cloud computing in enhancing analysis, decision-making, and collaboration within organizations.

Running Head: ECRM SYSTEMS
ECRM Systems
Name
Institution
Topic 1
Vendor’s Name IBM Enterprise Oracle Web Center MS Share Point

ECRM SYSTEM 2
Content Manager Content
Name of the
ECRM
IBM ECM Oracle Sales Cloud Microsoft Dynamics
CRM
ECRM Functions IBM ECM finds a
wide application in
the layered approach.
They are also used in
case manager
functions of mapping.
The importance of
this is that it helps in
adding more
functionality thus
giving the user more
options in the
selection of work.
According to
Paliouras & Siakas
(2017), ECRM also
aims to help the user
through direct
interaction to solve
issues deployed in the
environment.
The visibility
patterns that are used
for various
extensions should be
easily identifiable by
the Oracles Sales
Cloud. As stated by
Mehta (2013), the
ECRM guarantees
the security of the
system in addition to
the security of the
functions of the
various data and
applications.
Microsoft Dynamics
CRM provides several
tools that are needed to
manage each of the steps
in the sales process. They
additionally help in
resolving the issues faced
by customers by
supporting the processes
that ensure the same.
Strengths It saves time due to
the fact that it is a
handy and efficient
tool thus enabling
users to save more
time.
It is easy to configure
thus enabling even
experts that lack
coding knowledge to
configure out-of-the-
box ECM
applications.
Additionally, the
developers of ECM
Firstly, it offers the
highest level of
security for the
information of an
industry or
enterprise.
Secondly, the
number of choices
offered is high
during the hosting of
demand based CRM
products.
It further has high
compatibility thus
giving it an
Firstly, its main focus is
to improve the user
interface and the
experience of the users.
They are additionally
giving more attention to
business intelligence that
helps to empower users
thus enabling them to
analyze information
without the support of
information technology.
Furthermore, it is capable
of developing an interface
for the future which could
ensure that the user

ECRM SYSTEM 3
have the chance of
paying more
concentration on the
usability thus aiding
the users to
understand especially
in business to
understand their
business needs
contrary to software
installation, LDAP,
databases and
network firewalls
among others.
advantage over the
other corporates that
offer similar
services.
experience is improved
and made more
meaningful by the use of
an expansive vision.
Weaknesses Despite the product
suite having extreme
flexibility, it is also
accompanied by very
high complexities
thus making it
difficult to use in
some instances.
It is also important to
note that they have a
less consistent user
interface based on the
products of the
software.
The flexibility and
collaboration for the
application developers
are low and thus focus
should be placed on
improving the same.
The user interface
and user experience
are quite low
compared to other
competitors like
Software as a service
(SaaS) CRM.
Some of its
functions are only
supported by the
internet explorer
browser.
It is also important
to note that they lack
a proper
synchronization of
emails especially
Gmail.
Solutions provided
for mobile based
applications are
limited to a
particular number of
devices.
The process involved in
the updating of this
Microsoft Dynamics
CRM is normally based
on taxes.
They lack a suitable
system of approval and
routing of the business
processes.
It has an unclear software
marketing strategy.
Examples of An example of a Oracle Fusion is Microsoft Dynamics

ECRM SYSTEM 4
Organizations
using this ECRM
system that uses IBM
ECM is Seibel
Systems.
applied in Oracle
Sales Cloud.
CRM is used by the Qatar
Airways.
Topic 2
Comparison of two
products
Oracle Sales Cloud Microsoft Dynamics CRM
Use of cloud computing Cloud computing is majorly
applied in enhancing
analysis, decision making,
teamwork and collaboration
among other applications.
They also offer a platform
for the most advanced cloud
sales.
The applications of cloud
computing in Microsoft Dynamic
CRM are helpful in the delivery
of new sales productivity levels,
organizational marketing, and
other several kinds of services.
Content management
capability
Integrating Oracles Sales
Cloud is helpful in helping
with sales and operations.
As a result, the organization
easily understands the
velocity that is associated
with an increment of
revenue volumes.
Additionally, according to
Smiers et al., (2015), the
ECRM system helps in
ensuring there is ease of
access to the storage
services in addition to the
content management.
The competencies of content
management in Microsoft
Dynamic CRM may include
custom based URLs, caching,
custom workflows, tagging,
custom based reporting,
scheduled publishing, and online
and offline publishing among
others.
Compliance with HL7
CDA
For Oracles Sales Cloud, the
rules of compliance with
HL7 CDA majorly help in
automating sales force,
providing a unified platform
for sales and services,
managing sales
performance, customer data
management, and managing
the relationships between
and with partners.
Microsoft Dynamics CRM
complies with the rules that
surround the protection of
important data. Additionally, the
laws that govern privacy are
applied to cloud services. As
stated by Barrales‐Molina,
Martínez‐López & Gázquez‐
Abad (2014), the compliance of
the organization is in most cases
verified with the third parties.
Integration with EHR It is important to note that Integrating Microsoft Dynamic

ECRM SYSTEM 5
integrating EHR within the
sales cloud of Oracle helps
in suiting within an
organization. It may also
enable the customization of
the newer platforms and
improving user-friendliness
which may be difficult with
the older platforms.
CRM with EHR helps in offering
the customers a suitable
methodology. This integration
helps in enhancing and ensuring
quality outcomes, collaboration,
and communication.

ECRM SYSTEM 6
References
Barrales‐Molina, V., Martínez‐López, F. J., & Gázquez‐Abad, J. C. (2014). Dynamic
marketing capabilities: Toward an integrative framework. International Journal of
Management Reviews, 16(4), 397-416.
Mehta, H. K. (2013). Getting Started with Oracle Public Cloud. Packt Publishing Ltd.
Paliouras, K., & Siakas, K. V. (2017). Social customer relationship management: a case
study. International Journal of Entrepreneurial Knowledge, 5(1), 20-34.
Smiers, L., Deb, M., Koster, J., & Palvankar, P. (2015). Oracle Case Management Solutions.
Auerbach Publications.