1. 10 Myths for Oracle Siebel CRM Станимира Накова [email_address] Борис Стефанов [email_address] ТехноЛогика Офис Дървеница Ул. Софийско Поле № 3 , София http:// www.technologica.com We make IT work for you!
Nationality: American. Born: November 20, 1952, in Chicago, Illinois. Education: University of Illinois, Urbana-Champaign, BA, 1975; MBA, 1983; MS, 1983. Family: Son of Arthur F. (lawyer) and Ruth Siebel (homemaker); married Stacy (former Oracle sales representative; maiden name unknown); children: four. Career: Oracle, 1984 – 1990, sales representative and marketer; Gain Technology, 1991 – 1993, chief executive officer; Siebel Systems, 1993 – 2004, chief executive officer; 1993 – , chairman. Awards: One of the Top 25 Managers in the World, Business Week , 2000, 2001; CEO of the Year, Industry Week , 2002; David Packard Award, Business Executives for National Security, 2002. During the early 1990s Thomas Siebel pioneered the development of customer relationship management (CRM), a revolutionary approach to sales that involved the use of computer software to automate sales and customer service activities. As CEO of Siebel Systems, founded in 1993, Siebel presided over one of the fastest growing and most consistently profitable companies in the information technology sector. Siebel's CRM software and related marketing strategy spawned an entire industry, earning Siebel recognition as a visionary entrepreneur. In 1991 Siebel was hired as CEO of Cayenne Systems, a small, privately owned multimedia software company that was renamed Gain Technology and sold by Siebel to Sybase, for $110 million in 1992. Flush with the $10 million he received in the deal, Siebel returned to his earlier idea of marketing Oasis. In 1993 he founded Siebel Systems with Patricia House, a former Oracle marketer. At first known mainly for its sales force automation products, Siebel Systems, Inc. expanded into marketing and customer service applications, including CRM. The company was founded by Thomas Siebel in 1993 and it grew quickly. For 1996 revenue jumped to $39 million. In June 1996 the company went public. A number of technologies were just becoming more widely available, including replication technology, high-performance relational databases, Microsoft Windows, 32-bit processing, object-oriented programming, multimedia capabilities, and high-bandwidth communications, among others. Siebel was expanding beyond sales force automation (SFA) software into software for customer service and marketing. Benefiting from the explosive growth of the CRM market in the late 1990s, Siebel Systems was named the fastest growing company in the United States in 1999 by Fortune magazine. With the increase of electronic commerce, Siebel formed strategic alliances and made several acquisitions to provide e-business solutions for CRM and related areas. In September and October 1997 Siebel made the following acquisitions: InterActive WorkPlace Inc., which specialized in intranet-based business intelligence software, for $15 million in stock, and Nomadic Systems Inc., which focused on the pharmaceutical industry, for $11 million in stock. For 1997 Siebel's revenue rose to $120 million. Of late 2000 the company had more than 700 alliance partners. Grew in 1995-99 from 13% to 69% market share, Siebel consumed most of its competitors and became de-facto market leader. On September 12, 2005, Oracle Corporation announced it had agreed to buy Siebel Systems for $5.8 billion. That’s how Siebel is now a brand name owned by Oracle Corporation. Clients included Compaq, IBM, and Cisco Systems. In 2001 Siebel Systems reported annual sales of $2 billion with a net income of more than $254 billion. Siebel's rise attracted the ire of Ellison, Siebel's former boss at Oracle. Siebel's reputation and key connections helped him land major clients such as Charles Schwab and Andersen Consulting (later Accenture), whose former CEO, George T. Shaheen, joined Siebel's board of directors in 1995. Siebel took his company public in June 1996, a move that inflated his personal worth to more than $280 million and made 40 of his employees into instant millionaires. With a 15 percent stake in the company, by 1999 Siebel had a net worth in excess of $1 billion. Between 1995 and 2000 Siebel headed one of the most profitable and rapidly expanding companies in the United States, posting successive annual gains over 100 percent and controlling as much as 70 percent of the CRM software market. Clients included Compaq, IBM, and Cisco Systems. In 2001 Siebel Systems reported annual sales of $2 billion with a net income of more than $254 billion. http://www.encyclopedia.com/doc/1G2-3448500535.html
Account – represents current or potential client, partner or competitor. There is an account team where it is permitted to view/change data. Lead – is the identity of a person potentially interested in purchasing a product or service, and represents the first stage of a sales process. Opportunity - is potential revenue-generating event. Potential revenue, probability of completing, ending date, sales methodology. There is a sales team where it is permitted to view/change data Service Request – a request from customer. You can view severity, priority, status for any case. It is owned by ONE employee (i.e. there is no team). Contact – it is an external individual. You can view name, email, title, and so on. There is an access list, which means that you can determine who can view/change the data. Activity – keeps who should do the task, start date and due date. It can be associated with an Account, Opportunity, Service request, and/or Contact. Demo: Lead > convert to Opportunity
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$ Siebel CRM Sales user license (>$1 150) Infrastructure Consulting support Man-days -training -users adoption (end user, key user, administrator, management, etc.) -effective data ROI ROI typically is expressed as an annual percentage, which allows comparison with returns from alternative investments. fears frequently are warranted ROI what the customer really values It is often claimed that implementing Siebel CRM is too expensive compared to any other CRM software. It is famous for its high license price per user. Actually implementing Siebel CRM in a big pharmaceutical company, for example, would cost pretty less than using any other horizontal CRM solution. Why? First of all, implementing a vertical solution means “install and go”! It considerably reduces the cost of consultancy and you have all the functionalities and best practices you need for your company. Moreover vertical solutions bring fast return of investments (ROI) to your company. What happens when your company processes don’t fit any vertical solution? Then you have to buy a very flexible horizontal solution with various customizations (Siebel Tools) and extending options (Siebel connectors to back office (ERP, Supply chain, Procurement, Legacy, etc.). Actually all the best Siebel vertical solutions have evolved from extending Siebel for the needs of companies in different segments.
It is often written that Oracle Siebel CRM costs implementing for enterprise companies only. In fact, you can implement Siebel solution never mind the size of the company and the price for implementing is in proportion to the size of the company. Siebel CRM software is suitable for leading companies with strong business strategy! See Figure 7 (Forester Wave™: Midmarket CRM Suites, Q3 2008). It is also wrongly considered that you pay too much for server, software and hardware infrastructure – for small and medium companies this investment is quite smaller. Moreover, implementing CRM server and IT infrastructure is not necessary for every company. Nowadays, almost any software is provided as a service. Siebel on demand in fact does exactly what hosted CRM does.
Via Siebel customization tool you can define implementation success criteria, implementation strategy, plan user adoption, identify customer business drivers and objectives, conduct an effective business requirements meeting, discovering detailed requirements and gaps, integrate and import data and much more.
Siebel Enterprise Application Integration Siebel Enterprise Application Integration (Siebel EAI) is the set of products on the Siebel Business Platform that includes tools, technologies, and prebuilt functional integrations that facilitate application integration. Some of the features provided by Siebel EAI include: ■ Provides components to integrate Siebel Business Applications with external applications and technologies within your company ■ Works with third-party solutions, such as solutions from IBM, TIBCO, WebMethods, and so forth ■ Provides bidirectional, real time and batch solutions to integrate Siebel applications with other applications ■ Provides a set of interfaces that interact with each other and with other components within a Siebel application. Some of the features that these interfaces provide include: ■ Provides a flexible, service based architecture that is built on top of configurable messages using XML and other formats ■ Provides compatibility with IBM MQSeries, Microsoft MSMQ, Sun Microsystems Java and J2EE, XML, HTTP, and other standards. ■ Provides access of internal Siebel Objects to an external application ■ Takes advantage of prebuilt adapters and enterprise connectors ■ Provides compatibility with third-party adapters and connectors ■ Provides data transformation ■ Integrates external data through virtual business components and external business components ■ Provides a graphical business process designer, programmatic interfaces, and a high volume batch interface Siebel EAI Adapter An adapter is a Siebel EAI component that provides a low level interface to allow one application to talk to another application. The three types of adapters available in Siebel EAI include: ■ EAI Siebel Adapter . The EAI Siebel Adapter business service is specifically designed to interact with the Siebel business object layer. It is a business service in a Siebel application that can use an XML document as input, or can use a property set that conforms to an integration object definition in the Siebel system. EAI Siebel Adapter can then query, insert, update, delete, or synchronize data with the Siebel business object layer. ■ EAI UI Data Adapter . The EAI UI Data Adapter business service allows a Web application that is custom built to access business components and business objects. This adapter publishes strongly typed APIs to allow data centric object manager operations, such as insert, delete, update, query or execute. The EAI UI Data Adapter supports the query by example and the predefined query. ■ Transport Adapter . A transport adapter is a business service within Siebel EAI that is designed to communicate with other protocols and technologies that exist outside of a Siebel application. A transport adapter transports data from the Siebel system to another system: ■ The HTTP transport in Siebel EAI allows a Siebel application to communicate over the HTTP protocol. ■ The MQSeries adapter allows a Siebel application to communicate with the IBM MQSeries messaging system. ■ The MSMQ adapter allows a Siebel application to communicate with the Microsoft MQ messaging system. Siebel EAI Connector A Siebel EAI connector provides low level connectivity to another back office application, such as SAP or Oracle. It also includes the business processes that are used to connect to the external application. For example, the Siebel Connector for SAP R/3 provides connectivity using BAPI and IDOC transport adapters, and predefined business processes. Using the connectors, you can exchange customer, order, and product information between a Siebel application and another Oracle application or SAP. Oracle’s Siebel Connector for SAP R/3 provides integration between Siebel applications and SAP R/ 3. This integration offers capabilities designed to meet your sales, marketing, and customer service requirements. The Siebel Connector for SAP R/3 extends Siebel applications to integrate with back office data and processes . Siebel Connector for Oracle Applications provides a complete solution for integrating Oracle’s Siebel Business Applications with Oracle Applications. It provides everyone in an organization with a consistent set of data, allowing them to serve customers and cross application boundaries to connect business processes. – за Siebel 8 .0 About the Siebel Mobile Connector The Siebel Mobile Connector allows partners and customers to create voice, wireless, and other applications with Siebel Business content. The Siebel Mobile Connector is a standards-based API that delivers well-formed XML from an optimized Siebel application definition. This gives the calling application a definition of user interface and user data in XML format. Siebel partner and customer application developers can give mobile users real-time or near real-time access to critical Siebel Business information through a variety of mobile devices. By using speech or a wireless application on a mobile phone or personal digital assistant, users can view, edit and create information in their companies’ Siebel Business repository. Siebel data and data from other applications can be combined in the same user interface. For example, employees, partners and customers can: ■ Update sales opportunities ■ Search for account information ■ Access calendar and contact details ■ Review order and parts status ■ Respond to service requests
Siebel CRM On-Premise Architecture – Comprehensive Set of XML/SOAP APIs The set is characterized by scalable server architecture with high-availability, which is designed to support users in multiple countries without compromising on performance. You can use the development environment you know, relying on a comprehensive set of XML/SOAP APIs for accessing our solution and business logic. Lower cost two-way synchronization between Siebel CRM 8.0 and familiar Microsoft tools such as Word, Excel, Outlook, and SharePoint increases user productivity and decreases training costs. Siebel CRM On-Demand Integration possibilities One of the possibilities is the Web Services On Demand API, which help you build programs for vast integrations and Web-based portal applications, as well as custom add-on modules to extend Siebel CRM On Demand functionality. Users can gain front- and back-office experience with the Siebel CRM On Demand Integration Pack for Oracle E-Business Suite. Custom Web Tabs and Web Links can be used in combination with third-party systems to leverage data and functionality from Siebel CRM On Demand. Thanks to the only CRM On Demand solution that provides Web Services support as well as prebuilt integration to Oracle and other business applications you can save resources from your IT infrastructure, focus high-value resources on your business, and have a 360-degree view of your company. Mobile Clients Mobile Clients - similar to dedicated client, but instead of talking to the remote database server, it talks to local database & file systems, which are getting synchronized (from time to time) with the server (via Siebel Server). SAP Connector, EBS connector.
Having been part of Oracle Team, Tom Siebel targeted most of the Oracle customers and this led to implementing Siebel for many customers with “Oracle Enterprise Linux environment = Linux server*, Oracle DB*, Oracle Applications, Oracle … ” . That’s why it is often considered that Siebel is compatible with Oracle only, which is not true at all. Siebel CRM can be installed on Windows Server and can use Microsoft SQL Server. There is as well a built in integration with Microsoft Office, MS SharePoint Server, etc. Nevertheless, Oracle infrastructure is strongly recommended … Compatibility Operating System and Product: ( за application server) IBM AIX Microsoft Windows Server Sun Solaris HP-UX Red Hat Enterprise Linux Novell SUSE Linux Oracle Enterprise Linux Supported Relational Database Management System s: Microsoft SQL Server ing IBM DB2 Oracle DB System and
First of all, producing a CRM consultant is not quite simple. This person should have the IT background and the CRM business understanding – Sales processes, Marketing Automation, Service, Knowledge management, Call Center, Analytics. Of course, communication and any other soft skills are obligatory. This is difficult, but not impossible. Almost as difficult as producing good ERP consultant – again IT background, Finance understanding and wide range of soft skills. Second, Completed Siebel courses are also obligatory – they add knowledge, skills, experience and certification value to the CRM consultant. The price of Oracle Siebel CRM courses is higher than other courses. There are many reasons for that – vendor strategy, scope of product, training program, trainer program, etc. Last but not least, it is the experience in many different CRM projects – scope, vertical solution, system integrations, and analytics. Exactly like the CRM system – the more a company uses it, the more valuable to the company it becomes! MS < Siebel < SAP consultants: statistics
The strategy of other leading companies is to teach their customers how to their specific interface. Thus, it is possible to release more and more new products to the market and it is not necessary for users to be taught in the basics of new products; they can just look at them for the first time and start using them immediately. It is, however, pretty hard to add new functionalities and options, because users are acquainted with the old ones and consider them to be intuitive. If it is to happen, it should progress very slowly and slightly for users not to be forced to learn too much new information and not to get disappointed with products. A good example is the MS Office 2007 with its ribbon toolbar menu, which may be convenient for new users (novices), but those, who are used to Microsoft products, find it difficult or even annoying to use. Siebel is a product with more than 1 5 years of history. It has lots of best practices and usability features, based on a long-term experience as well as lots of integrations in companies that are great leaders on market. With every released version of Siebel, Oracle is changing and adding more and more new and intuitive functionalities , depending on who is it for – end user, key user, management, administrator . Key usability and other enhancements to Siebel 8 include: Siebel Task-Based User Interface - extends business process automation across the &quot;last mile&quot; directly to the point of user interaction. It is easy for new users to adapt as this interface is designed to increase users’ productivity by guiding them through the execution of unfamiliar tasks. Users, acquainted with the Siebel Task-Based User Interface, can switch between multiple tasks throughout their working day. Change Business Processes in Real Time – there are options to create and change business rules and processes. It is used a declarative, drag-and-drop environment that requires no coding; it is all in real time. New and Enhanced Search Capabilities - improves usability. It is easier to discover information. End-user productivity is enhanced thanks to the ability to retrieve information both in and outside of the CRM application. Oracle Secure Enterprise Search 10g, Oracle's comprehensive, standalone search engine, is provided with Siebel 8. In addition, in order to facilitate integration with customers' choice of third-party enterprise search engine, the new and enhanced search capabilities in Siebel 8 are implemented by Web services. Expanded Web Services Support - provides a standardized, SOA-enabled means by which you can compose cross application business processes that comprise business areas, technologies and data stores. Siebel 8 delivers extensive new pre-built, highly scalable Web services for critical CRM business processes and components. Advanced Deployment Management - management of Siebel deployments and upgrades becomes simpler. This can save you time, cost and complexity.
Deployment Options Connected Client - client application talks directly to central DB and App.Server . Mobile & Handheld Clients - store local database . Thin & Wireless Clients - via Internet . Siebel Application Environment Database, file system (to be accessed by clients), clients (dedicated, mobile, thin): Siebel Mobile Products Several mobile applications are included in the Siebel product line. Each serves a different purpose and runs on different devices. Often, these applications complement each other. The mobile applications are as follows: Siebel Mobile Web Client and Siebel Remote. A full-function disconnected client and supporting server-side software, respectively. These applications provide intelligent transaction routing, data synchronization, and Store-and-Forward Messaging capabilities. Oracle’s Siebel Handheld. A full-function disconnected client with data filtering, data synchronization, and Store-and-Forward Messaging capabilities. Oracle’s Siebel Wireless. Siebel Industry Applications delivered to client browsers that connect to a Siebel Server through a wireless network. Figure 1 illustrates the hardware platforms on which these products run. Siebel Mobile Product Components and Supported Devices Product Group Server Components Siebel RemoteClie nt Siebel Mobile Web Client - Desktop PCs ; Laptop PCs ; Tablet PCs Siebel Handheld Siebel Handheld Client - Windows-based Mobile Devices Siebel Wireless Client Browser - Any mobile device running a supported client browser, including wireless devices and handheld devices
Most people are probably acquainted with the fact that BI Suite Enterprise Edition was originally known as Siebel Analytics, and was acquired by Oracle at the end of 2005. It wasn’t Siebel though that developed Siebel Analytics. Actually a company called nQuire developed the technology that eventually became Siebel Analytics, called by some &quot;hidden jewel&quot; of the transaction, over a number of years at the end of the 1990’s. In fact, Siebel Analytics accounted for roughly 25% of Siebel’s license revenue. In early 2006, during a press conference in New York Oracle said that its future BI strategy will be based around the Siebel Analytics technology, starting with BI Suite Enterprise Edition, which is at first more or less Siebel Analytics 7.8, and continuing with future releases including more and more Oracle technology – BI Suite Enterprise Edition 10.1.3.2, a.k.a the “Maui” release, included OC4J as the default application server, and Oracle BI Publisher as the replacement for Actuate. The latest release, 10.1.3.3, includes an interface between BI Publisher and Discoverer and new Microsoft Office Add-in, whilst the 10.1.3.3.1 release is slated to come with integration between BI Server and Essbase, the OLAP server that’s part of Hyperion System 9. Having a close look, we should mention that the query and analysis engine and mobile analytics in Oracle's BI suites are based on Siebel technology. The reporting and identity management tools are based on Oracle technology. All these are integrated together through Fusion middleware. So far, Oracle has integrated Siebel Analytics and the Oracle database, the enterprise portal, single sign on, identity management, the BPEL process engine, and activity monitoring. NEW CRM SYSTEM Why companies decide to change the .xls files with CRM system? How often companies change the old CRM system with a new one? If every CRM system does one and the same things all the time, then what makes companies implement CRM? Maybe they change their strategy? Using another system always means adapting to new functionalities; doing something simple usually will cost you much more efforts until you get used to the software. There always will be a comparison between the old and the new one, you will be missing tiny friendly functionalities, but on the other hand evaluating the powerful new functionalities of the new one (just like new girl/boyfriend). Maybe the following presentation of Oracle Siebel CRM On-demand will answer some of these questions?
Browser Microsoft Internet Explorer 6 or 7 Firefox 2 and 3 Operating System Microsoft Windows 2000 Professional Edition Microsoft Windows XP Professional and Home Version Microsoft Windows Vista Enterprise Edition Display Super VGA (1024x768 resolution) with color quality of at least 256 colors Microsoft Office Integrations Microsoft Office 2000, XP SP3 (2002), 2003, and 2007 Outlook E-mail Integration Microsoft Outlook 2000 - 2007 Notes E-mail Integration IBM Lotus Notes 6, 7, and 7.5 *Lotus Notes 8 support is forthcoming Offline Microsoft Office 2000, XP SP3 (2002), 2003, and 2007 Personal Information Management Sync Microsoft Outlook 2002 – 2007 IBM Lotus Notes 6, 7, 7.5 and 8 Palm OS 4.0 Other requirements Adobe Flash Player 9 Browser Microsoft Internet Explorer 6 and 7 Firefox 2.0 Operating System Microsoft Windows 2000 Professional Edition Microsoft Windows XP Professional and Home Version *Microsoft Windows Vista Enterprise Edition support is forthcoming Display Super VGA (1024 x 768 resolution) with color quality of at least 256 Processor Pentium III (Pentium III equivalent) or greater Processor speed 500 MHz (1.2 GHz recommended) RAM 128 MB (256+ MB recommended) Hard Drive 1+ GB (4GB recommended) CD-ROM None Sound Card Yes Speakers/Headphones Either http://crmondemand.oracle.com/en/products/system-requirements/index.htm
Siebel CRM On-demand is not the first CRM On-demand solution , but now it is on the market and it has all the features to be one of the leading CRM On-demand solutions. One of the most interesting features is the price – how much does it cost? Siebel on demand costs only 50E per user license. Moreover it is hosted in Texas, USA – you do not have to research for Oracle partner that hosts the CRM solution (like MS CRM On-demand), you buy it directly from Oracle. More and more customers around the world rely on Siebel CRM On Demand to drive their strategic CRM initiatives, unite global lines of business with a single customer view, and gain insights into customer trends for better business decision making. Gartner sees the SaaS marketplace growing at 20% CAGR through 2013, approximately double the rate for total enterprise software. Growth of SaaS in CRM is projected at 17% CAGR (down from 26% estimated in 2007).
Brought to you by the No.1 Company in CRM, Oracle's Siebel CRM On Demand gives you the power to break down departmental gaps and gain a 360-degree view of your customers. Describing Siebel CRM On Demand just a few words, it is: Complete and comprehensive : Get everything you need for your sales, marketing, and service teams and you can get an optional, virtual call center . Offers higher usability : Drive higher adoption among workgroups. Provide industry-specific functionality : Get value sooner with solutions adjusted to your industry. Oracle Siebel CRM On Demand is a comprehensive, strategic CRM solution that goes far beyond any other software as a service offering to help you bring clarity to your sales processes; build loyal, long-term customer relationships; accelerate productivity; improve call center efficiency; and derive comprehensive, real-time customer intelligence.
![10 Myths for Oracle Siebel CRM Станимира Накова [email_address] Борис Стефанов [email_address] ТехноЛогика Офис Дървеница Ул. Софийско Поле № 3 , София http:// www.technologica.com We make IT work for you!](https://image.slidesharecdn.com/10mythssiebelcrm2009-12584582160628-phpapp02/85/10-myths-about-oracle-siebel-crm-2009-1-320.jpg)
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