SIEBELSIEBELOROR

SALESFORCE.COMSALESFORCE.COM

WHERE TO STARTWHERE TO START

To be able to differentiate To be able to differentiate between one CRM system and between one CRM system and

another, it is necessary to another, it is necessary to first properly define the first properly define the

customer relation customer relation management systems and management systems and examine how a company examine how a company

makes use of them.makes use of them.

CRM systemCRM system

SalesSales MarketingMarketing Customer Customer

serviceservice

provides the enterprise provides the enterprise with a single view of with a single view of the customer the customer

provides the customer provides the customer with a whole view of with a whole view of the company the company regardless of the regardless of the “touch point” that he “touch point” that he uses uses

Points out :the most Points out :the most loyal customers, the loyal customers, the most profitable most profitable customers, what the customers, what the customers like to buycustomers like to buy

•Front office operations — Direct interaction with customers, e.g. face to face meetings, phone calls, e-mail, online services etc.

•Back office operations — Operations that ultimately affect the activities of the front office (e.g., billing, maintenance, planning,

marketing, advertising, finance, manufacturing, etc.)

•Business relationships — Interaction with other companies and partners, such as suppliers/vendors and retail outlets/distributors,

industry networks (lobbying groups, trade associations). This external network supports front and back office activities

•Analysis — Key CRM data can be analyzed in order to plan

target-marketing campaigns, conceive business strategies, and judge the success of CRM activities (e.g., market share, number

and types of customers, revenue, profitability).

Watch the demosWatch the demos

siebelsiebel salesforcesalesforce

First impressionFirst impression

Siebel is more sophisticated but Siebel is more sophisticated but complicated to usecomplicated to use

Salesforce.com is nicer, graphics are Salesforce.com is nicer, graphics are better ,easier to train employees but better ,easier to train employees but not as comprehensivenot as comprehensive

The big change! The big change! (maybe?)(maybe?)

From on – From on – premisespremises

To on-demand To on-demand (hosted)(hosted)

= the cloud!= the cloud! Marc Benioff

ORACLE(SIEBEL)ORACLE(SIEBEL)

Offers a unique hybrid model to Offers a unique hybrid model to SMB clients. This model is a mix of SMB clients. This model is a mix of hosted and on-site delivery models hosted and on-site delivery models as well as purely hosted and on-site as well as purely hosted and on-site delivery mechanism. This gives delivery mechanism. This gives Oracle customers a wider and Oracle customers a wider and better range to choose from. better range to choose from.

Smb:small business

ORACLE(SIEBEL)ORACLE(SIEBEL) Oracle added Telephony@Work to its CRM offering. Oracle added Telephony@Work to its CRM offering.

When Oracle scanned the CRM On-Demand space, it When Oracle scanned the CRM On-Demand space, it discovered that none of the venders had a complete discovered that none of the venders had a complete offering that would satisfy specific needs of a call offering that would satisfy specific needs of a call center. What was really happening was that the center. What was really happening was that the companies had to separately purchase the hardware companies had to separately purchase the hardware and software to run a world-class contact center. and software to run a world-class contact center. This not only resulted in a high set-up and running This not only resulted in a high set-up and running cost but also brought along with it increased cost but also brought along with it increased complexity of integrating disparate contact center complexity of integrating disparate contact center and CRM data. and CRM data.

With the new acquisition under its belt, Oracle With the new acquisition under its belt, Oracle became the first CRM applications provider, whether became the first CRM applications provider, whether hosted as a service or licensed on-premise, to unify hosted as a service or licensed on-premise, to unify contact center technology and CRM software. contact center technology and CRM software.

ORACLE(SIEBEL)ORACLE(SIEBEL)

More comprehensiveMore comprehensive Greater functionalityGreater functionality IntegrityIntegrity ReliabilityReliability

SALESFORCESALESFORCE

newnew

““chatter” : social-networking chatter” : social-networking channel : “facebook for the channel : “facebook for the enterprise”enterprise”

SALESFORCESALESFORCE

“ “ appexchange” : exchange info appexchange” : exchange info between all enterprise systems and between all enterprise systems and puts it on one data-baseputs it on one data-base

Priced on a per-month basis as Priced on a per-month basis as opposed to an upfront paymentopposed to an upfront payment

Economically soundEconomically sound

SALESFORCESALESFORCE

““sales force automation” : Abbreviated sales force automation” : Abbreviated SFASFA, a technique of using software to , a technique of using software to automate the business tasks of sales, automate the business tasks of sales, including order processing, contact including order processing, contact management, information sharing, management, information sharing, inventory monitoring and control, order inventory monitoring and control, order tracking, customer management, sales tracking, customer management, sales forecast analysis and employee forecast analysis and employee performance evaluation. performance evaluation.

SALESFORCESALESFORCE Integrating Components ,Integrating Components , Flexible Usage ,Flexible Usage , Data Collaboration :Data Collaboration : Sales force allows a company to handle all Sales force allows a company to handle all

their business applications with a single their business applications with a single data model, one sharing model, and one data model, one sharing model, and one user interface. It offers a shared enterprise user interface. It offers a shared enterprise application that provides for collaboration, application that provides for collaboration, reporting, data sharing etc. CRM sales force reporting, data sharing etc. CRM sales force solution provides for excellent CRM support solution provides for excellent CRM support that provides a comprehensive view of the that provides a comprehensive view of the business. business.

To get a professional To get a professional comparison go to this site : comparison go to this site :

http://www.technologyevaluationhttp://www.technologyevaluation.com/.com/

and pay the priceand pay the price