What is Oracle's underlying customer relations culture?
I wish the Harvard Business Review or some academic source would do a study on Oracle's approach to customer relations. What happened at Montclair State as its sought to get fulfilled what it thought was the terms of its contract for an ERP implementation might be interpreted as persistent threat and intimidation. If there's a disagreement over the contract, threaten the customer with millions in new charges. If the customer remains dissatisfied, threaten to walk. If the customer refuses to be cowed, then walk, leaving the project unfinished. It may not be that simple and there's two sides to every dispute. But Oracle's actions followed a pattern of intimidation thoughout. Then I ask myself, it's not really that bad, is it? I'd llke to see an attempted, objective answer.