Download - CRM Software Vendors

7/30/2019 CRM Software Vendors

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CRM Software


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SIEBEL OVERVIEW


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What Is Siebel?

A complete Front Office solution with integrated

suite of applicationsSales force automationTelesales / telemarketing

Marketing automation

Customer serviceField service automation


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Direct

Web Site

E-Mail

VoicePhone Service

Sales

Marketing

Field

Service

Support

Open,

FlexibleArchit

ecture

Bac

k-OfficeIntegra

tion

UniversalAcce

ss

Call center

Siebel Integrated Enterprise


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Meeting the Challenges of the Front

OfficeTo succeed in the face of

fluctuating global competition,

companies need:

Information shared quickly among

all staff

Fast access to available resources -

and faster ability to determinewhat resources are available

Systems that are easily modifiable

and customizable to meet future

changes and growth

A closed loop cycle for

data management.

Intelligent automation tools and

use of business rules based onbest practices philosophy

Multiple access methods through

a logical layer representing

common business objects

Siebel provides:


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Closing the Loop

SharedMarketing,

Sales, andCustomer Service

Data and Processes

Marketing

Management

Support Rep

TeleBusiness

Sales / Service

Management

Field Sales

Field Service


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Siebel Enterprise Applications

Siebel Enterprise Applications is a complete

CRM solution which contains the following

modules. Sales enterprise.

Service enterprise.

Call center.

Marketing enterprise.

Field service.


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WHY SIEBEL


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Why Siebel

Comprehensive Opportunity and account

management that fully supports teamselling - Tracks each opportunity to sell

=>Increased sales

Visual pipeline management - Better

planning => Profitability


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Why Siebel

One button quote and proposal generation -

Quicker response

=> Faster closure of orders Complete marketing encyclopedia including

product information,price lists,detailed

competitive and decision supportinformation - Right information at the right

place at theright time =>

Increased Sales


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Why Siebel

Sophisticated marketing analysis tools that

enable precise customer segmentation -Focussed approach => Increased Profit

Measure, Monitor, and Track Marketing

Strategies - Better planning

=> Lower wastage


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Support for operations in multiple regions

Local language support (requiring a

localized version of Windows)

Ability to manage time differences

Ability to support local business models

Ability to meet local regulations

Why Siebel


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Technology Solutions for CRM

Agenda

1. How Does CRM affect Business?2. What are the various components of CRM?

3. Details of the Oracle CRM Suite

4. Challenges in todays CRM Market

5. Demo of Oracle CRM


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How Does e-ing CRM Make a Difference?

Increases Reach by Letting Customers

Access the System. Results are :

Intermediaries are Forced Out Unless they areAdding Value

Systems need to be Simple to Use, Deploy and

MaintainAutomation is a Must

Security is an Issue!!

System Scalability


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Makes Sales People to be More Focused

and Value Adding

Lower Entry Barriers put Pressure onMargins

Truly Globalizes CRM by

Allowing Customers to be Located AnywhereAllows Companies to Manage CRM across

Geographies


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Compels Companies to be More Flexible.

For Example :

Allow Loyalty Programs Across Brick and

Mortar, Catalog and Web Stores

Allow Customers to Alter Dates Till Late in

the Order Cycle

Allowing Customers to Use Different Mediato Seamlessly Transact With Us

Frequently Introduce New Schemes,

Discounts, Freebies etc.


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Puts Pressure on Delivery Systems by :

Allowing Customers to Customize Products

and ServicesAllowing Customers to Choose Delivery

Dates Within Limits

Increased Customer Switching and

Competitive Product Launches Affect Forecast

Accuracy


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Throws up New Opportunities for :

Collecting and Using More Customer Touch

Points

Advertising Products and Services

Increasing Sales Through Cross and Up Sells

Reducing Costs and Time by Doing Away

With Intermediaries and InformationHandovers


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Bottom Line is .

CRM has to be Far More Flexible

Systems Need to be Simplified and

Automated

Move from Transactions to Business

Intelligence


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Components of CRM

Marketing

Sales

Service Call Centre

E-Commerce


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Marketing Automation

Management pains:

I spent $20 million on marketing. What

was my return ?

More and more people are coming

through my web site. Who are they and

what do they want ?

I have 4700 business cards in my fish

bowl. Where do they go ?


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Events & Seminars

List Management

Collateral

Lead ManagementCampaign Management

Goals, Objectives & Metrics

Products, Promotions & Incentives

MarketingIntelligence

Marketing


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Sales Automation

Management pains:

Why cant I get my global sales forecastwhen I need it ?

How do I assign my 1000 qualified leads

into the sales channel ?Am I compensating my top sales reps

appropriately?


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Sales

Compensation

Forecasting

Opportunity Management

Account & Contacts

Order Management

Administration

Territories

SellingIntelligence

Marketing Encyclopaedia


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Service Automation

Management pains:

How can I deliver consistent quality service? How do I reduce my cost of service

inventory ?

How many more times do I have to dispatcha field engineer for the same problem before

theyfix the product ??

S i


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Service

Customer

ContractsSupport/Defect

Products

Field Service

Knowledge

Depot/RMA

Billing

Spares & Logistics

Work Force Mgt.

ServiceIntelligence


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Call CentersManagement pains:

How many agents do I need and when ?

Why are my agents silod by functionality

or channel ? How do I efficiently route the customer to

the right agent ?


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Call Centre

Virtual

Call / FAX Back Support

Full CRM & ERP Integration

Multi-Media Access

Intelligent Routing

Enterprise-wide Statistics

IVRU / ACD

Scripting

Task Management

Marketing,Selling & Service

Intelligence


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E-commerce

Management pains:

How do I integrate my web store with my

enterprise applications ?

How do I go from transactions to 1:1

relationships ?


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E-commerce (Sales & Support)

Walk-in

Products / PricingShopping Cart

Identification

Fulfilment

Payment

Collections FAQ Site

Knowledge Base

Trouble Management

Collaboration

Sales & ServiceIntelligence


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Internet Business Practices

How Many Leads Did Marketing

Generate?

What is the Sales Global Forecast?

How Much Contract Revenue is Leaking?

What is Most Profitable Support Medium?

Integrate Marketing, Sales and ServiceIntegrate Web, Call Center, Face-to-Face

Integrate to Back Office


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Few can eat theelephant

in one bite.


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Oracle CRM E-Business

SuiteAnalyticalApplications

Business

Applications

CRM

Foundation

Interaction

Channels

E-Business

Foundation

E-Business

Platform

Customer Intelligence

Marketing Intelligence Sales Intelligence

Marketing

iMarketing MES iPayIncentive

Comp

Field

Sales

iStore TeleSalesSales

Online

eBusiness Platform

Common Application Architecture & Schema

Service Intelligence

Customer

Support

iSupport

Mobile

Field

Service

Field

Service

Spares

Mgt

Depot

Repair

Contracts

Contractfor

Rights

ServiceContract

Universal Work Queue

Tasks

MES/Knowledge Base

Resources

Notes

Territories

Calendar

Attachments

Assignment Engine

1-on-1 Fulfillment

Order CaptureInteraction History

Partner(POL)

Call CenterMultimedia Telephony Mgr

Call Center ConnectorsPredictive Dialer

Scripting

Email Center WebMobile

(Laptop, PDA, WAP)

AdvanceScheduler

Call centerIntelligence

Examples of Architected eBusiness


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Integration Campaign Budget, Marketing spending

Marketing Online to General Ledger

Offers and Pricing

Marketing Online to Inventory

Marketing Online to Pricing

Lead to opportunity

Marketing Online to Sales Online/Telesales/iStore

Opportunity and Quote Sharing

SalesOnline/Telesales/iStore

Configure Items

SalesOnline/Telesales/iStore to Configurator

Product Availability SalesOnline/Telesales/iStore to Inventory

Marketing ROI

Marketing Online to Order Management to Receivables



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Integration Support Entitlement

Teleservice to Installed Base to Service Contracts

Support billing and renewals

Teleservice to Service contracts to receivables

Self service support to field dispatch

multichannel : isupport/Teleservice/Mobile Field Service

Service Request to return

isupport to order management

Repair to Installed base

isupport/Teleservice/Mobile Field Service to installed base

360 degree view of customer all customer interactions/transactions, assisted and unassisted in

single repository


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The Emphasis on Efficiency

Marketing Sales Service

Face-to-Face

Call Center

Web

Oppty to

Forecast

PlantoCampaign

Campa

igntoResults

Click toOrder

Call toOrder

Plan toIncentive

Click toService

Click toService

Contractto Renewal

P

roblemt

o

R

esolution


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Oracle CRM Customers Airbus Industries Cisco

Beneficial Life

Chartered Semiconductor

Citibank, Citicard

TataTeleservices

Satyam Infoway

Hewlett Packard

EMC

Oracle Corporation

Officefurniture.com

Specialized Cycles

Papa Johns

Wolfarm Research

US Deptt. of Transport

Staff Leasing

Retailer Market

Exchange

Ch ll i T d CRM


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Challenges in Todays CRM

Market Integration of disparate systems

Front Office to Back Office

Multi-Channel

Different data models

Multiple, inconsistent architectures

Unsynchronized system upgrades Higher customer expectations


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If you play a chess game and look only

at your pieces, you will likely lose

Th I i Ni h


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The Integration Nightmare

Marketing

Valex Epiphany

Rubric

Paragen

Prime Response

Sales

Vantive Onyx

Siebel

Trilogy

Service

Vantive Siebel

Clarify

Astea

RTS

Metrix

Intelligence

SAS Cognos

Brio/SCRIBE

Actuate

Business Objects

CTI / Call Center Genesys

Dialogic/Intel

Melita

Davox

ACD vendors

IBM

Lucent (Mosaix)

Geotel/Cisco

Graham Tech.

Configuration Trilogoy

Calico

Aurum/Baane-Commerce Broadvision

OpenMarket

IBM Netscape

Intershoppe

Microsoft

ERP Baan/Aurum

SAP

PeopleSoft

e-Mail eGain

Kana

Brightware


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Alliances orAcquisitions

Kit SolutionLimited footprint

HeavyCustomization

Least commondenominator integrations

No coordination ofupgrades

Failure of Alliances

Rewrite of kit solutionintegrated

Out-of-Businessor Get Acquired

What is happening to niche vendorstoday?


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A Modular, Architected Solution

Marketing Sales Service Intelligence

CTI / Call Center

Configuration e-Commerce

ERP

e-Mail

Foundation ModulesEnterprise Customer

Data Model

Single Technology Stack

360o D t E t 360o Vi f C t


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360oData Entry vs 360oView of Customer

OracleKit Solutions

Interaction Channels



CustomersTerritoriesCalendars

Work QueueInstalled base

Knowledge baseInteraction History







Marketing

Sales

Service

Customer Intelligence

MarketingIntelligence

Sales Intelligence

Marketing

iMarketing MES iPayIncentive

Comp

Field

Sales

iStore TeleSalesSalesOnline

eBusiness Platform

Common Application Architecture & Schema

Service Intelligence

Teleservice

iSupport

Mobile

Field

Service

Field

Service

Spares

Mgt

Depot

Repair

Contracts

Contractfor Rights

ServiceContrac

t

UniversalWork Queue

Tasks

MES/Knowledge Base

Resources

Notes

Territories

Calendar

Attachments

Assignment Engine

1-on-1 Fulfillment

Order CaptureInteraction History

Partner(POL)

Call CenterMultimedia Telephony Mgr

Call Center ConnectorsPredictive Dialer

Scripting

Email Center Web Mobile(Laptop, PDA, WAP)

AdvanceScheduler

Call centerIntelligence

All d h th S l Pit h


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Sales Pitch

eBusiness Suite

360ocustomer view

Increase revenues

Channel collaboration

1-to-1 marketing

Closed-loop marketing

Unassisted sales

Customer consistent

experiences

Increase efficiencies

Customer loyalty

Business intelligence

Success storiesGreat

presentations

We are the Best !!

How to make the difference ?

All vendors have the same Sales Pitch

Diffi lti t l t d


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It is difficult to evaluate applications.

They are big and complex All vendors come up with spectacular

sales pitches, shows and demos. It justcannot be true

Dramatic lack of objective information

Selection processes never enable tovalidate everything and to make a secureddecision

We know that all the risks are ours Each time we sign a contract, the hands

tremble

Difficulties to select a vendor

What can we do ?

E i f L C i


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Over years we made inconsistent Point

Solution purchases Today we have a puzzle of software that do

not talk to each other

Some have interfaces that are difficult to

maintain and we often have data integrity

issues

Others just do not communicate

We cannot provide Channel Collaboration

and 360o Customer Interaction

Our customers are not willing to be exposedto segmentation inside our organization

Experience of Large Companies

Building component by component lead

to desintegrated information

S l t CRM V d


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Operations

Functionalities

eBusiness InitiativeBig Picture or Point SolutionSolution Architecture

CorporateStrategies

Select a CRM Vendor

What is the right level to make a choice ?


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Selecting a CRM VendorCorporate Strategies: Select a Solution that provides the right infrastructure to boost Strategicobjectives.

At medium level, eBusiness Initiative:Start a path or add components into an eBusiness initiative vs. enhancesolutions that limit efficiencies and multiply the cost

Big Picture or Point SolutionBuy apps. that are compliant with the company apps. vision and strategyto build coherent systems vs. a piece of software to satisfy pointrequirements and do not collaborate with the rest


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Selecting a CRM VendorSolution Architecture

Buy pieces that can grow into a coherent eBusiness Solution The more CRM initiatives you launch, more collaboration with otherCRM components and back office products

Operations / Functionalities:

Validate that the features/fonctions of the Solution are compliant withthe daily operations of the company. Examples:

The product may have outdated client-server architecture that willlimit the path into the New Economy and will need to be replaced inthe mid-term.

You may select a great Marketing tool but it does not collaboratewith the Sales application, and add one more customer file into thecompany.

Evaluation criteria


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EvaluateVendors

Product fit

Costs

Licences/Maintenance

Local Consulting

Expertise Level

Global Support 24*7*365

Expertise Level

Success Stories

Status and Vision

of the Vendor

Functional dependencies

by Alliances

Re-write maturity

of acquired products

R&D effort

Product completeness

and deepness

Architected vs. IntgrationUp-to-date Architecture

Avoid Emulation Layers

A Solution Path

Global Vendor

Global Products

Analysts

Assessment

Evaluation des

Marches Financiers

Risks of fashions

Upgrade difficulties

Operation costsTCO

Long term reliability

Risks reduction

Evaluation criteria

Architecture across Front / Back Office from different vendors


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Architecture across Front / Back Office from different vendors

InventoryHuman

Resources

Procurement

Manufacturing

CataloguePricing

PromotionsDiscounts

PricingPromotionsDiscounts

Catalogue Inventory

Sales

OnlinePayment

Receivable

Shipping

SalesCompensation

SalesIntelligence

PlanningATP

Invoicing

Limited functionality

S y n c h r o n i z a t i o n

CRM

ERP

Customer &Credit

Customer &Credit

Integrating Front Office components or Front / Back Office from


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It was HUGE and LONG but now we have our Front Office and Back Officerunning together

Please dont tell me that a new version is

coming up

Integrating Front Office components or Front / Back Office fromdifferent vendors


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