Introducing Siebel Applications Module Objectives

After completing this module you will be able to :

• Describe Siebel Applications
• Describe standard Siebel terminology and user interface behavior
• Describe Siebel employee, customer ,and partner applications

Why You need to know :

• You need to be familiar with Siebel applications to understand the context of this course
• You will work with employee and customer applications throughout this course

Technology Challenges Involved In Implementing CRM solution

• Integration with back office and legecy systems
• Build ,Manage and Enforce Work Flow Policies
• Managing all customer interactions seamlessly across multiple communication channels.
• eBusiness Application Integration

Vendor Offerings :

• Best of the Breed
• Interfaced Bundle
• Suite
  
• Integrated front and back office
• Enterprise Solutions
• Mid Market Solutions

By the year 2004 growth rate in CRM market will be 700%
By the year 2003 CRM will be a $24 billion industry globally.

CRM Benefits

Cost Savings :

• Decreased General Sales Costs
  
• Decreased Marketing Administrative Costs

Result from

• Specifying target segment customers
• Knowing their needs better

Revenue Enhancement :

• Increased Sales Revenues

Results from improved productivity

• Increased Win Rates

Results from withdraw from unlikely or bad deals earlier on in the sales process

• Increased Margins
  

Results from providing value sell and dicounting price less


Strategi Impact

Improved Customer Satisfaction
Results from better responsiveness to the customer needs

It is estimated that 5% increase in customer retention increases 30% of profit margins
Arthur Anderson Consulting

Industries Implementing CRM

• Automotive
• Communications
• Public Sector
• Consumer Goods
• Finance
• Insurance
• Banking
• Hospitality
• Health Care
• Pharma
  

CRM Components

• Marketing functionality
• Sales Management functionality
• Customer Care And Support functionality
• Field Service Support
• ERP Integration functionality
• E-commerce unctionality

1. Marketing Functionality :
   

• Campaign Management
• Lead Generations/Enhancement
  
• Opportunity Management
• Web-based Encyclopedia
• Market Segmentation

2. Sales Management Functionality :

• Pipeline Analysis
• Forcasting
• Sales Cycle Analysis
• Territory Alignment
• Territory And Assignment

3. Customer Care And Support Functionality

• Incident Assignment
  
• Escalation
  
• Tracking/Reporting
  
• Problem Management /Promising
• Order Management /Promising
  
• Warranty/Contract Management
  

4. Field Service Support

Real time information transfer to field personnel via mobile technologies

• Work orders
  
• Dispatching
  

5. ERP Integration Functionality

• Legacy Systems
  
• Third-Party External Information
  
• Excellent Data Synchronization
  

6. E-commerce Functionality

Manages Procurement Through EDI link and web-server,and includes business as well as business-to-customer.

What Is CRM?

• Customer Relationship Management
  
• It;s all about becoming customer-focused
• CRM is a strategy by which companies optimize profitability through enhanced customer satisfaction.
• CRM is not a technology