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10 Myths for Oracle Siebel CRM
Станимира Накова[email protected]
Борис Стефанов[email protected]
ТехноЛогика Офис ДървеницаУл. Софийско Поле № 3, София http:// www.technologica.com
We make IT work for you!
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CONTENT
What is CRM?
Siebel CRM History
Common CRM e-Business Entities in Relationship with Customers
CRM Terminology
Siebel CRM – “The Good CRM System”
Top Ten Siebel CRM Myths
Siebel CRM On-Demand – The Complete Solution
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CRM Definitions
CRM (Customer Relationship Management) is
a business solution that tracks all communications between a company and its customers.
a combination of a business strategy and operations to identify, attract, increase retention, build loyalty and using efficient management during the whole life cycle of each customer.
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Customer Life Cycle
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Siebel CRM History
The company was founded by Thomas Siebel in 1993.
Siebel Systems was named the fastest growing company in the United States in 1999 by Fortune magazine
Of late 2000 the company had more than 700 alliance partners.
On September 12, 2005, Oracle Corporation bought Siebel Systems for $5.8 billion.
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Common CRM e-Business Entities in Relationship with Customers
Account
Lead
Opportunity
Service request
Contact
Activity
Marketing Campaign
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7SIEBEL CRM – “The Good CRM
System”
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Top 10 Siebel CRM Myths
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MYTH No 1
IS IT EXPENSIVE TOO IMPLEMENT SIEBEL
CRM?
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Myth No 1
$
Man-days
ROI
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MYTH No 2
WHO IS IT SUITABLE FOR – SMALL, MEDIUM,
ENTERPRISE?
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Myth No 2
http://www.promero.com/pdf/forrester-customer-service-wave-q42008.pdf
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MYTH No 3
HOW DO WE CUSTOMIZE SIEBEL CRM?
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Myth No 3
Siebel customization tool
Create/update objects;
Create/modify applets, views, screens ;
Add/update menus;
Create/update workflows ;
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MYTH No 4
HOW TO INTEGRATE?
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Myth No 4
It has standard web service interface for integration with external systems. Siebel CRM multi-layer architecture:
User Interface
Object Manager
Data Manager - It is between Object Manager and database. Generates real-time SQL.
Data Exchange Layer - Separates DLL for each target database.
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MYTH No 5
COMPATIBILITY?
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Myth No 5
Database
Hardware
O/S
Browser
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MYTH No 6
HOW CHALLENGING IS IT TO FIND SIEBEL CRM
CONSULTANTS?
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Siebel consultant characteristics:
Strong IT background
CRM business understanding – Sales processes, Marketing Automation, Service, Knowledge management, Call Center, Analytics.
Siebel Certification courses
Communication skills
Myth No 6
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MYTH No 7
WHAT ABOUT USABILITY AND ACCESSIBILITY?
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Siebel CRM has more than15 years of history that bring lots of best practices and usability features
Key usability and other enhancements to Siebel 8 include:
Siebel Task-Based User Interface
Change Business Processes in Real Time
New and Enhanced Search Capabilities
Expanded Web Services Support
Advanced Deployment Management
Myth No 7
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MYTH No 8
IS IT GOOD FOR MOBILE DEVICES?
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Myth No 8
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MYTH No 9
SIEBEL ANALITYCS
=
ORACLE ANSWERS
?
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Myth No 9
BI Suite Enterprise Edition was originally known as Siebel Analytics
Actually a company called nQuire developed the technology that eventually became Siebel Analytics
The query and analysis engine and mobile analytics in Oracle's BI suites are based on Siebel technology
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MYTH No 10
IS SIEBEL CRM ON DEMAND A COMPLETE CRM
SOLUTION?
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Myth No 10
Easy to use, fast to deploy Data is owned by the company, but stored somewhere else
Pay per user, per year
No extra expenses for software and hardware CRM infrastructure - All you need is a browser (IE;Mozilla)
Use the new version of the CRM software. Expedite and enhance implementation and upgrades
Customizations and integrations are limited
PROS CONS
Internet traffic – scanned, international internet connection.
No extra expenses for system and DB administration
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29Siebel CRM On-Demand –
Complete CRM
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DEMO
Object/Field customization
Rename “Contact object”
Add field – multiselect dropdown list
Create custom layout
Create New list
Add filter, sorting
Edit columns - add
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WE HAVE DISCUSSED
What is CRM?
Siebel CRM History
Common CRM e-Business Entities in Relationship with Customers
CRM Terminology
Siebel CRM – “The Good CRM System”
Top 10 Siebel CRM Myths
Siebel CRM On-Demand – The Complete Solution
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THANK YOU
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References
http://crmondemand.oracle.com/en/index.htm
http://www.bgoug.org/