Siebel Systems, Inc. develops eBusiness Customer Relationship Management (eCRM) software primarily for companies with over $250 million in sales. Siebel recently released eBusiness 2000 MidMarket Edition, a suite of CRM applications geared for small to mid-size companies. This suite is Siebel's first attempt to compete in the mid-market.
Siebel's MidMarket Edition offers these businesses a set of applications to manage relationships with customers, resellers, and partners. The suite is made up of three integrated groups of applications, Customer Applications, Employee Applications, and Partner Applications:
* Customer Applications intend to improve customer satisfaction and employee productivity. These applications provide web-based CRM functionality such as dynamic catalog management and a personalization engine for one-to-one web interaction. These applications also provide e-mail and web-based customer service. Customers can submit service requests via e-mail and check the status on their personalized web page. Service representatives can categorize and respond to service requests by e-mail within the application.
* Employee Applications provide campaign management tools, a product configurator, service request tracking tools, and a quote generator. These tools can be used by marketers and managers without the assistance of IT professionals. There is also a Territory Management application that can support a direct sales force by routing all sales leads and other relevant information to the appropriate salesperson by geographical or other criteria.
* Partner Applications provide channel partners with sales and service information to bring customer data under one view across multiple organizations. This is accomplished in part through the use of personalized web pages for partners to route and track sales leads to the proper organization.
Siebel's eBusiness MidMarket Edition and enterprise-level applications are available directly from Siebel as well as from over 20 resellers. Resellers include Great Plains, JD Edwards, and Lawson in addition to ASP resellers Corio, USInternetworking, and Applicast.
Market Impact
Siebel's MidMarket Edition is one of a few integrated suites available to the mid-market as licensed software. Other mid-market suites include Onyx's FrontOffice 2000, Quintus' eContact Suite, and Allaire's Insight 5. MidMarket Edition has the broadest range of applications, as none of the competing suites offer call center support, multi-channel campaign management, and partner relationship management in one suite. Furthermore, Siebel promises an easy upgrade to its enterprise-level applications. That is an advantage over Onyx, Quintus, and Allaire. Competition in the mid-market also comes from other top-tier CRM vendors utilizing an ASP model. One of the advantages of the ASP model is that it brings business applications to the mid-market that were once only affordable to large corporations. Siebel may bring some confusion to mid-market customers now that somewhat redundant offerings exist for these firms.
Siebel's brand awareness and considerable experience serving large corporations will bring intense competition to vendors such as Onyx, Quintus, and Allaire. Moreover, Siebel has well-developed distribution channels that are unmatched by other CRM vendors. These facts suggest that Siebel will be a market leader in the mid-market within the next six to nine months.
SOURCE:
http://www.technologyevaluation.com/research/articles/siebel-enters-smaller-markets-in-a-big-way-16052/
Siebel's MidMarket Edition offers these businesses a set of applications to manage relationships with customers, resellers, and partners. The suite is made up of three integrated groups of applications, Customer Applications, Employee Applications, and Partner Applications:
* Customer Applications intend to improve customer satisfaction and employee productivity. These applications provide web-based CRM functionality such as dynamic catalog management and a personalization engine for one-to-one web interaction. These applications also provide e-mail and web-based customer service. Customers can submit service requests via e-mail and check the status on their personalized web page. Service representatives can categorize and respond to service requests by e-mail within the application.
* Employee Applications provide campaign management tools, a product configurator, service request tracking tools, and a quote generator. These tools can be used by marketers and managers without the assistance of IT professionals. There is also a Territory Management application that can support a direct sales force by routing all sales leads and other relevant information to the appropriate salesperson by geographical or other criteria.
* Partner Applications provide channel partners with sales and service information to bring customer data under one view across multiple organizations. This is accomplished in part through the use of personalized web pages for partners to route and track sales leads to the proper organization.
Siebel's eBusiness MidMarket Edition and enterprise-level applications are available directly from Siebel as well as from over 20 resellers. Resellers include Great Plains, JD Edwards, and Lawson in addition to ASP resellers Corio, USInternetworking, and Applicast.
Market Impact
Siebel's MidMarket Edition is one of a few integrated suites available to the mid-market as licensed software. Other mid-market suites include Onyx's FrontOffice 2000, Quintus' eContact Suite, and Allaire's Insight 5. MidMarket Edition has the broadest range of applications, as none of the competing suites offer call center support, multi-channel campaign management, and partner relationship management in one suite. Furthermore, Siebel promises an easy upgrade to its enterprise-level applications. That is an advantage over Onyx, Quintus, and Allaire. Competition in the mid-market also comes from other top-tier CRM vendors utilizing an ASP model. One of the advantages of the ASP model is that it brings business applications to the mid-market that were once only affordable to large corporations. Siebel may bring some confusion to mid-market customers now that somewhat redundant offerings exist for these firms.
Siebel's brand awareness and considerable experience serving large corporations will bring intense competition to vendors such as Onyx, Quintus, and Allaire. Moreover, Siebel has well-developed distribution channels that are unmatched by other CRM vendors. These facts suggest that Siebel will be a market leader in the mid-market within the next six to nine months.
SOURCE:
http://www.technologyevaluation.com/research/articles/siebel-enters-smaller-markets-in-a-big-way-16052/
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