Oracle customers dissatisfied with service but will spend more

| November 19, 2010 | Comments (0)

Interesting…

In an article, ZDNET’s Dennis Howlett describes the result of a Computer Economics report entitled: Go-Forward Strategies for Oracle Application Customers.

In that report, some of the key findings:

  • 42% of customers are dissatisfied with the cost of Oracle customer service
  • 58% are dissatisfied with the quality of customer service but only
  • 25% expect Oracle to have a smaller share of their IT budget in the next three years while
  • 37% cited factors such as organic growth, purchase of additional Oracle applications and standardization onto Oracle as reasons for an increase in spend in the same three year period.

The remainder indicated that spend levels would likely remain the same.

Some of the remarks are devastating although reviews are mixed. For example:

“Oracle’s help desk process can be very frustrating and time-consuming. However, Oracle’s willingness to engage development resources and other internal resources on our behalf has been impressive.”

The report notes that the longer a customer has been using Oracle, the more likely they are to be dissatisfied. Some of those same customers hit hard at Oracle.

A PeopleSoft customer of 13 years’ vintage said:

Oracle has tried to live in the past with the model that says, ‘Once you’ve hooked them, you’ve hooked them for life.’ With SaaS [Software-as-a-Service] options out there, they need to be more interested in pleasing their installed base or they will lose us, guaranteed.

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Category: Oracle Fusion Perception

About Onuora Amobi: I have more than a decade of information security, project management and management consulting experience. In 2002, I began to make the switch from Information Technology to Online Marketing and in 2008 I started my own business. I run a new media online marketing company headquartered in Pasadena, California. (http://www.nnigma.com). View author profile.