Siebel CRM 100 Success Secrets: 100 Most Asked Questions on Siebel Customer Relationship Management Applications Covering Oracle Enterprise CRM, On-Demand Software and Business Intelligence Lawson Baird Siebel CRM 100 Success Secrets Copyright © Lawson Baird Notice of Rights All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Notice of Liability The information in this book is distributed on an “As Is” basis without warranty. While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it. Trademarks Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book. S IEBEL CRM 100 SUCCESS S ECRETS There has never been a Siebel Guide like this. 100 Success Secrets is not about the ins and outs of Siebel. Instead, it answers the top 100 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print. This book is also not about Siebel best practice and standards details. Instead, it introduces everything you want to know to be successful with Siebel. T ABLE OF C ONTENTS Foreword.................................................................................................3 What is CRM? ........................................................................................ 9 The Renovated Siebel 7.7...................................................................... 11 Siebel 8.0: A Milestone in the Computing Arena .................................13 The Thomas Siebel Center ....................................................................15 Learning & Understanding Siebel CRM On-Demand .......................... 17 Siebel Institute: The Portal of Development & Technology .................19 The Siebel On-Demand: In Perspective................................................21 What Support Does Siebel Provide?.................................................... 23 Siebel System & its Evolution ...............................................................25 Taking Advantage of Siebel Training....................................................27 Siebel: Revolutionizing the Software Industry.................................... 29 Siebel 7.8: A Silent Shift to a Stronger Software..................................31 Siebel Analytics: A Job that is Well Compensated ...............................33 Get to Know More About Siebel Products at Siebel.com......................35 What is Seibel EIM?..............................................................................37 The Jobs that Siebel Generated ........................................................... 39 The Impressive Growth in Siebel Sales ................................................41 Utilizing the Siebel Support Web......................................................... 43 The Evolution of the Siebel Systems.....................................................45 Tom Siebel: The Man Behind the Siebel Systems ................................47 Siebel 7 Version: A New Way to Strengthen Your CRM ...................... 49 Siebel 8 Version: An Anticipated Siebel Release ..................................51 The Siebel Call Center: An Innovation in Siebel Software................... 53 Understanding the Siebel CRM Perspective........................................ 55 What is Siebel High Interactivity Framework?.....................................57 What is Siebel On-Demand?................................................................ 59 The Growth of the Siebel Software .......................................................61 How Siebel Systems Work to Improve the Siebel Support Web ......... 63 Siebel Systems Incorporated: The Company That Started It All......... 65 What is Siebel & How Did it Begin?..................................................... 67 Siebel Applications: Creating Change in Management ....................... 69 Siebel Consulting: For Information on Siebel ......................................71 Siebel Database: For Single-Server or Clustered................................. 73 Siebel Foundation: Diversified Aid Sector Provider.............................75 Siebel Tools: Designed to Support the Needs of the Public..................77 Siebel Certification: For Consumers to be Happy About..................... 79 Siebel CRM On-Demand: Reliable & Excellent for Business ...............81 Siebel EAI: For Integration of Software & Web Fanatics .................... 83 Siebel Interview Questions: Hard Questions to be Answered............. 85 Siebel Vector: Siebel is Their Choice.................................................... 87 Siebel 7.5: A CRM Package .................................................................. 89 Must-Know Siebel Answer....................................................................91 The Demand for Siebel Developer ....................................................... 93 The Siebel High-Interactivity Framework........................................... 95 Siebel Systems Inc. Integration with Oracle........................................ 97 Attention: Siebel Administrators......................................................... 99 What Siebel Bookshelf Has to Offer....................................................101 Siebel Escript 101 ................................................................................103 Siebel Institute of Technology & the Brewing Science .......................105 Siebel Systems Inc. Successful Marketing Strategy............................107 Easy Payment Method Through EasyPay Siebel ................................109 Knowing the Siebel Architecture .........................................................111 Qualifications & Expectations with Siebel Job................................... 113 What is Siebel Testing?....................................................................... 115 Different Courses Offered by Siebel University...................................117 The Common Topics for Siebel Analytics Training ............................ 119 What is Siebel High Interactivity Framework for IE? ........................ 121 Siebel Server Sync for Microsoft Exchange Server.............................123 Benefits of Siebel Tutorial...................................................................125 Functionalities of Siebel Workflow Application ................................. 127 CRM Software: Holds & Operates CRM Efforts .................................129 MS CRM & the Benefits it Brings ....................................................... 131 SugarCRM: One CRM Software to Consider ......................................133 Microsoft CRM: More Customizable & More Powerful...................... 135 Open Source CRM Can Also Serve its Purpose................................... 137 Free CRM: It Doesn’t Get Any Better Than This ................................139 Customer Relationship Management: Definition .............................. 141 CRM Dynamics: Improving Company Sales ......................................143 Microsoft Dynamics CRM 4.0: Some Recent Developments .............145 Microsoft Dynamics CRM: What & Why............................................ 147 Act CRM: Improving Customer Contact Services ..............................149 The Basics of Amdocs Clarify CRM .................................................... 151 Effective Uses of CRM Database Tools...............................................153 CRM Magazine: Valuable Information for CRM Practitioners & Companies .......................................................................................... 155 How to Choose the Best CRM Solution .............................................. 157 5 Steps to CRM Systems Development ...............................................159 The Importance of CRM Training....................................................... 161 Online CRM Service: Corporate Sales Force Flexibility & Convenience .............................................................................................................163 Pivotal CRM: Fully Customizable CRM Solution ...............................165 VTiger CRM: Open Source Application for CRM ...............................167 How to Choose the Best CRM Package...............................................169 How to Choose a CRM Application in 2 Quick Steps.......................... 171 Different Facades of CRM Definition .................................................173 CRM Marketing Solutions: Integrating Customer Data & Marketing Strategies.............................................................................................175