10 Myths About Oracle Siebel Crm 2009


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10 Myths About Oracle Siebel Crm 2009

  1. 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!
  2. 2. CONTENT <ul><li>What is CRM? </li></ul><ul><li>Siebel CRM History </li></ul><ul><li>Common CRM e-Business Entities in Relationship with Customers </li></ul><ul><li>CRM Terminology </li></ul><ul><li>Siebel CRM – “The Good CRM System” </li></ul><ul><li>Top Ten Siebel CRM Myths </li></ul><ul><li>Siebel CRM On-Demand – The Complete Solution </li></ul>
  3. 3. CRM Definitions <ul><li>CRM (Customer Relationship Management) is </li></ul><ul><li>a business solution that tracks all communications between a company and its customers. </li></ul><ul><li>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. </li></ul>
  4. 4. Customer Life Cycle
  5. 5. Siebel CRM History <ul><li>The company was founded by Thomas Siebel in 1993. </li></ul><ul><li>Siebel Systems was named the fastest growing company in the United States in 1999 by Fortune magazine </li></ul><ul><li>Of late 2000 the company had more than 700 alliance partners . </li></ul><ul><li>On September 12, 2005, Oracle Corporation bought Siebel Systems for $5.8 billion. </li></ul>
  6. 6. Common CRM e-Business Entities in Relationship with Customers <ul><li>Account </li></ul><ul><li>Lead </li></ul><ul><li>Opportunity </li></ul><ul><li>Service request </li></ul><ul><li>Contact </li></ul><ul><li>Activity </li></ul><ul><li>Marketing Campaign </li></ul>
  7. 7. SIEBEL CRM – “The Good CRM System”
  8. 8. <ul><li>Top 10 Siebel CRM Myths </li></ul>
  9. 9. <ul><li>MYTH No 1 </li></ul><ul><li>IS IT EXPENSIVE TOO IMPLEMENT SIEBEL CRM? </li></ul>
  10. 10. Myth No 1 <ul><li>$ </li></ul><ul><li>Man-days </li></ul><ul><li>ROI </li></ul>
  11. 11. <ul><li>MYTH No 2 </li></ul><ul><li>WHO IS IT SUITABLE FOR – SMALL, MEDIUM, ENTERPRISE? </li></ul>
  12. 12. Myth No 2 http://www.promero.com/pdf/forrester-customer-service-wave-q42008.pdf
  13. 13. <ul><li>MYTH No 3 </li></ul><ul><li>HOW DO WE CUSTOMIZE SIEBEL CRM? </li></ul>
  14. 14. Myth No 3 <ul><li>Siebel customization tool </li></ul><ul><ul><ul><li>Create/update objects; </li></ul></ul></ul><ul><ul><ul><li>Create/modify applets, views, screens ; </li></ul></ul></ul><ul><ul><ul><li>Add/update menus; </li></ul></ul></ul><ul><ul><ul><li>Create/update workflows ; </li></ul></ul></ul>
  15. 15. <ul><li>MYTH No 4 </li></ul><ul><li>HOW TO INTEGRATE? </li></ul>
  16. 16. Myth No 4 <ul><li>It has standard web service interface for integration with external systems. Siebel CRM multi-layer architecture: </li></ul><ul><ul><ul><li>User Interface </li></ul></ul></ul><ul><ul><ul><li>Object Manager </li></ul></ul></ul><ul><ul><ul><li>Data Manager - It is between Object Manager and database. Generates real-time SQL. </li></ul></ul></ul><ul><ul><ul><li>Data Exchange Layer - Separates DLL for each target database. </li></ul></ul></ul>
  17. 17. <ul><li>MYTH No 5 </li></ul><ul><li>COMPATIBILITY? </li></ul>
  18. 18. Myth No 5 Database Hardware O/S Browser
  19. 19. <ul><li>MYTH No 6 </li></ul><ul><li>HOW CHALLENGING IS IT TO FIND SIEBEL CRM CONSULTANTS? </li></ul>
  20. 20. <ul><li>Siebel consultant characteristics: </li></ul><ul><ul><li>Strong IT backgroun d </li></ul></ul><ul><ul><li>CRM business understanding – Sales processes, Marketing Automation, Service, Knowledge management, Call Center, Analytics. </li></ul></ul><ul><ul><li>Siebel Certification courses </li></ul></ul><ul><ul><li>Communication skills </li></ul></ul>Myth No 6
  21. 21. <ul><li>MYTH No 7 </li></ul><ul><li>WHAT ABOUT USABILITY AND ACCESSIBILITY? </li></ul>
  22. 22. <ul><li>Siebel CRM has more than15 years of history that bring lots of best practices and usability features </li></ul><ul><li>Key usability and other enhancements to Siebel 8 include: </li></ul><ul><ul><li>Siebel Task-Based User Interface </li></ul></ul><ul><ul><li>Change Business Processes in Real Time </li></ul></ul><ul><ul><li>New and Enhanced Search Capabilities </li></ul></ul><ul><ul><li>Expanded Web Services Support </li></ul></ul><ul><ul><li>Advanced Deployment Management </li></ul></ul>Myth No 7
  23. 23. <ul><li>MYTH No 8 </li></ul><ul><li>IS IT GOOD FOR MOBILE DEVICES? </li></ul>
  24. 24. Myth No 8
  25. 25. <ul><li>MYTH No 9 </li></ul><ul><li>SIEBEL ANALITYCS </li></ul><ul><li>= </li></ul><ul><li>ORACLE ANSWERS ? </li></ul>
  26. 26. Myth No 9 <ul><li>BI Suite Enterprise Edition was originally known as Siebel Analytics </li></ul><ul><li>Actually a company called nQuire developed the technology that eventually became Siebel Analytics </li></ul><ul><li>T he query and analysis engine and mobile analytics in Oracle's BI suites are based on Siebel technology </li></ul>
  27. 27. <ul><li>MYTH No 10 </li></ul><ul><li>IS SIEBEL CRM ON DEMAND A COMPLETE CRM SOLUTION? </li></ul>
  28. 28. Myth No 10 <ul><li>Easy to use , f ast to deploy </li></ul><ul><li>Data is owned by the company, but stored somewhere else </li></ul><ul><li>Pay per user, per year </li></ul><ul><li>No extra expenses for software and hardware CRM infrastructure - All you need is a browser (IE;Mozilla) </li></ul><ul><li>Use the new version of the CRM software. Expedite and enhance implementation and upgrades </li></ul><ul><li>Customizations and integrations are limited </li></ul>PROS CONS <ul><li>Internet traffic – scanned, international internet connection. </li></ul><ul><li>No extra expenses for system and DB administration </li></ul>
  29. 29. Siebel CRM On-Demand – Complete CRM
  30. 30. DEMO <ul><li>Object/Field customization </li></ul><ul><li>Rename “Contact object” </li></ul><ul><li>Add field – multiselect dropdown list </li></ul><ul><li>Create custom layout </li></ul><ul><li>Create New list </li></ul><ul><li>Add filter, sorting </li></ul><ul><li>Edit columns - add </li></ul>
  31. 31. WE HAVE DISCUSSED <ul><li>What is CRM? </li></ul><ul><li>Siebel CRM History </li></ul><ul><li>Common CRM e-Business Entities in Relationship with Customers </li></ul><ul><li>CRM Terminology </li></ul><ul><li>Siebel CRM – “The Good CRM System” </li></ul><ul><li>Top 10 Siebel CRM Myths </li></ul><ul><li>Siebel CRM On-Demand – The Complete Solution </li></ul>
  32. 32. <ul><li>THANK YOU </li></ul>
  33. 33. References <ul><li>http://crmondemand.oracle.com/en/index.htm </li></ul><ul><li>http://www.bgoug.org/ </li></ul>