Oracle CRM vs Oracle Fusion Service comparison

Oracle CRM and Oracle Fusion Service are both solutions in the CRM category. Oracle CRM is ranked #9 with an average rating of 7.6, while Oracle Fusion Service is ranked #10 with an average rating of 8.3. Oracle CRM holds a 3.3% mindshare in CRM, compared to Oracle Fusion Service’s 1.3% mindshare. Additionally, 89% of Oracle CRM users are willing to recommend the solution, compared to 91% of Oracle Fusion Service users who would recommend it.

Oracle CRM

Read 38 Oracle CRM reviews

1,427 Views
1,087 Comparison Views

89% willing to recommend

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

956 Views
447 Comparison Views

91% willing to recommend

Oracle CRM

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 20, 2025

Oracle CRM and Oracle Fusion Service are key players in the CRM software category. Oracle Fusion Service holds an advantage in cloud deployment and flexibility, making it a strong choice for businesses looking to leverage cloud-based solutions.

Features: Oracle CRM provides real-time data insights and predictive analytics for industries like banking, finance, and retail. It offers extensive customization and supports various CRM activities, including service, marketing, and sales. Oracle Fusion Service, a cloud-based solution, focuses on accessibility and scalability with integrated finance and HR functionalities for a seamless user experience.

Room for Improvement: Oracle CRM needs better data visualization, a more intuitive user interface, and quicker technical support response. Oracle Fusion Service can improve with enhanced documentation and refining newer modules for user-friendliness. It also contends with costly pricing in certain regions.

Ease of Deployment and Customer Service: Oracle CRM supports on-premises and hybrid deployment, fitting businesses that require technical expertise. In contrast, Oracle Fusion Service specializes in public cloud deployment, offering better adaptability and faster deployment. Its cloud-based support generally receives favorable ratings compared to Oracle CRM's more varied response times.

Pricing and ROI: Oracle CRM is known for its high licensing costs, potentially offering a solid ROI yet posing a significant investment challenge. Oracle Fusion Service's subscription model, though expensive, provides a more structured and sustainable cost aligned with usage, appealing to businesses seeking predictable financial planning.

To learn more, read our detailed Oracle CRM vs. Oracle Fusion Service Report (Updated: April 2025).

Buyer's Guide

Oracle CRM vs. Oracle Fusion Service

April 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Oracle CRM

Ranking in CRM

9th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

Oracle Fusion Service

Ranking in CRM

10th

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), Marketing Management (7th)

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of Oracle CRM is 3.3%, down from 3.9% compared to the previous year. The mindshare of Oracle Fusion Service is 1.3%, down from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Omair Bokhari

Head of IT Operations at Fatima Group

Helps business track their customers, sales leads, and opportunities

An area for improvement is the vendors' inability to understand the customers' requirements and communicate them to Oracle. When we started to implement the tool, and during the very initial phases of the product, when Oracle launched it, our company opted for it. We faced a few challenges related to the product speed associated with some functionalities that were not available when the tool was just launched, but later on, it became available, and right now, we are actually using it. The tool is fulfilling our requirements. There were no major hiccups or challenges due to the tool. The solution's mobile app needs to be enriched with more functionalities in the future.

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MahaboobPasha

Solutions Architect at Western Digital

Integration enhances efficiency with good ERP Fusion Console that helps with centralization

When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The forecasting reporting section was the most useful."

"Oracle CRM is very, very stable, one of the most stable products I've used in my career, and doesn't require much maintenance."

"The solution is smooth, easy to use, easy to customize and it has many features. Plus, there are regular updates."

"It is one of the most proficient CRM tools out there. It is comprehensive and scalable. It covers most of the CRM activities, business lines, and business requirements."

"It is difficult to highlight the most valuable features because the system as a whole works very well for our loyal program. It is a very good system and I believe that they are the oldest loyalty system on the market. The service is very good, with many customizable options, and has a strong database to help us build our rules and point systems for the loyal program."

"Oracle Connect as a feature within CRM is valuable for establishing and maintaining customer relationships, enabling users to see customer details and interact graphically with relationships."

"The solution is scalable."

"CRM's performance is good, we've never faced any issues with it."

More Oracle CRM pros

"Oracle Fusion's scalability and flexibility are its most valuable features."

"Oracle's strength lies in swiftly building and deploying enterprise applications globally."

"It supports various APIs and connectors, enabling seamless communication with other systems, including both Oracle products and third-party applications."

"There is also a focus on maintaining efficiency, and it is a significant time saver."

"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."

"The solution changes the way clients work to make it easier and faster."

"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."

"The most valuable feature of the solution is that customers can easily understand it."

More Oracle Fusion Service pros

Cons

"Their support could be faster. Like any other solution provider, in some cases, it takes time to get their response, and sometimes, they do not fix the issue in the first round. Therefore, we have to go through another round."

"The product is not intuitive."

"I would like to see the UI improved ."

"With Oracle CRM, people report some usual downtime and frequent outages."

"The configuration requires a lot of technical intervention."

"The cost can be a bit more expensive compared to other options."

"It’s complex to customize the tool."

"The one thing that I hate about it is when you pay for services for a certain amount of time, the service ends just before it should be over. For example, I may pay for a month of service, but it will tell me the service is over before the month ends."

More Oracle CRM cons

"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."

"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."

"When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher."

"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."

"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."

"The product's initial setup phase was very difficult."

"Oracle Service Cloud could improve the integration for older platforms."

More Oracle Fusion Service cons

Pricing and Cost Advice

"The cost of a license with support is slightly higher than a regular license."

"Every year, we have new users, and we get new licenses. It depends on various things such as the number of users and expansion of our business lines."

"The tool's pricing involves a monthly subscription fee based on the number of users. I believe it's around $20 per user initially, and then an additional five dollars per user if more users are added."

"In my region, the tool is expensive. There are no additional costs in addition to the standard licensing fees of the tool."

"Compared to alternative solutions Oracle CRM is expensive."

"Oracle is very expensive, but you have to pay to get this kind of scalability and database flexibility."

"The pricing for licensing is pretty expensive. If you need one particular feature it becomes expensive to have to continue paying for it."

"It is not cheap. It is more suitable for big companies."

More Oracle CRM pricing and cost advice

"Oracle Fusion Service is a cheap and flexible solution."

"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."

"This is definitely an expensive product compared to others on the market."

"The product has average pricing."

"Licensing fees are on the higher end and I rate them an eight out of ten."

"The tool is reasonably priced."

"There are no extra licenses, everything is included in the subscription, and the price is fixed."

"Oracle Fusion Service is more expensive than Workday."

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Top Industries

By visitors reading reviews

Financial Services Firm

13%

Computer Software Company

13%

University

12%

Government

11%

Educational Organization

71%

Computer Software Company

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Oracle CRM?

The most valuable feature is the ability to automatically enrich deals by connecting to APIs. This allows me to gather additional information about companies, number of employees, and data from the...

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What is your experience regarding pricing and costs for Oracle CRM?

The price of Oracle CRM in Vietnam is high, which is a concern. Clients must buy the license once, and if there are updates in the year, they need to buy the new version.

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What needs improvement with Oracle CRM?

Oracle CRM should improve in terms of AI capabilities and user interface design. Compared to Salesforce, it lacks advanced features in these areas and is not as user-friendly.

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What do you like most about Oracle Service Cloud?

The solution is easy to learn.

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What needs improvement with Oracle Service Cloud?

I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.

See all answers

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

See all answers

Comparisons

Siebel CRM vs Oracle CRM

Compared 32% of the time

SAP CRM vs Oracle CRM

Compared 32% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 13% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 10% of the time

Zoho CRM vs Oracle CRM

Compared 5% of the time

More Oracle CRM Competitors

Siebel CRM vs Oracle Fusion Service

Compared 28% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 22% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 15% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 14% of the time

Pega CRM vs Oracle Fusion Service

Compared 12% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Oracle CRM

April 2025

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Buyer's Guide

Oracle Fusion Service

April 2025

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Also Known As

Market2Lead

Oracle Service Cloud, Oracle RightNow

Overview

On demand CRM with contextual intelligence, adaptive business planning, and analytics. Supports cloud integration with Outlook and mobile devices, as well as sales and marketing applications. Multi-tenancy or single-tenancy options available.

Oracle

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

Oracle

Sample Customers

Turk Telekom, yoo Ltd , Mobilitec, Sanipex Group, ec4u expert consulting AG, Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Geodis, Freedom Technology

Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.

Buyer's Guide

Oracle CRM vs. Oracle Fusion Service

April 2025

Free Report: Oracle CRM vs. Oracle Fusion Service

Find out what your peers are saying about Oracle CRM vs. Oracle Fusion Service and other solutions. Updated: April 2025.

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