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Oracle licensing practices lead to mistrust among customers, says survey

Fred O'Connor | Nov. 6, 2014
Oracle's licensing practices have created a "hostile" relationship "filled with deep rooted mistrust" between the vendor and its customers, according to a survey that looked at users' business interactions with the company.

Oracle declined to comment on the survey.

Oracle users looking for help navigating the licensing waters should join a user group, said Alyssa Johnson, president of the Oracle Applications Users Group.

"The survey talked about how some of the challenges were communication between Oracle and customers. This is really an area where we, as a user group, try to help provide additional information or help to our members," she said. User groups offer classes and networking events on licensing topics. Her group's customer support council offers members the opportunity to make Oracle aware of their pain points.

"This is a forum for our members to bring their challenges and areas where they feel like Oracle can improve directly to Oracle," she said.

Thompson noted that many large, established enterprise software companies have contentious relationships with customers. The pattern of companies providing excellent and poor customer service is cyclical and companies must balance revenue needs with helping users, Thompson said.

"It isn't like Oracle is the evil empire. These software companies aren't charities. They need to make money," he said.

Oracle may want to review the licensing agreements of Amazon Web Services, a competitor in the cloud computing space, said Thompson. Amazon's policies are straight forward and designed "to make things as frictionless as possible," he said.

 

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