10 myths about oracle siebel crm 2009

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!

www.technologica.com

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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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Account

Lead

Opportunity

Service request

Contact

Activity

Marketing Campaign


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


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


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/

10 myths about oracle siebel crm 2009

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