The Value Driven Approach of the Next Generation CRM

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The Value Driven Approach of the Next Generation
CRM

• Siebel Systems, Inc.

Version 1.210.03.04CTP Event
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Agenda

• Driving Factors
• Value Driven Approach of the Next Generation CRM
• Siebels Offering

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CRM Wave - late 90s into Post 9/11/2001
Late 90is
9/11
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Product-Focused Divisions
Division A
Division B
Division C
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Need to Support Multiple Channels
Customer
Division A
Division B
Division C
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Silos of Customer Information
Customer
Division A
Division B
Division C
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Inconsistent, Inefficient Business Processes
Customer
Division A
Division B
Division C
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Lack of Employee Alignment
Customer
Division A
Division B
Division C
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Applications Not Integrated
Customer
Division A
Division B
Division C
Legacy
ERP
Legacy
ERP
Custom
Custom
CIF
HR
SAP
Custom
CIF
SCM
OSS
ERP
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Common Vision One Company Focused on the
Customer
Customer-Driven CRM
Sales, Mktg, Service Partner Best Practices
Division A
Division B
Division C
Process and Data Integration
OrderMgmt
Legacy
UCM
HR
Custom
ERP
SCM
Service
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Industry Solution Sets Bundle All Siebel Offerings
Industry Solution Sets
Process-basedCRM applications
HighTech
Life Sciences
Oil and Gas
Public Sector
Travel Trans
Auto
Comm
Chem
Consumer
Fins
Intelligent Analytics apps
Sales
Marketing
Partners
Service
Orders
Analytics
Employee productivity performance apps
ERM
Business Integration apps
Universal Application Network
Legacy
OSS
HR
Custom
SAP
ERP
CIF
SCM
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Strategic Imperatives for the Industry
Customer
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High Tech Solution Sets Enable the
Customer-Driven Company

• Collaborative planning, mktg, sales service
• Programmatic channel operations

• Multidimensional segmentation
• Integrated Market to Sell Processes (Campaign
  gt Lead gt Oppty gt Quote gt Order )

• Streamlined sales management and operations
• Methodology-based execution

• Knowledge-driven service
• Entitlements-based service and support

Customer

• Multi-functionalHelp desks
• Customer-driven quality management

• Intelligent asset-based quoting
• Integrated Quote gt Order gt Contract gt Entitlements

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Strategic Imperative Streamline the Buying
Experience
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Typical Quote-to-Contract Process

• Significant sales effort to quote customized
  solutions
• Multiple handoffs (sales quote, mfg order, legal
  contract) result in slow transaction cycle
• Buyers frustrated by complexity and delays

10 - 30 days
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Siebel High Tech Solution for Customer Order
Management
Asset-Based Quote-to-Contract Process

• Intelligent quotes offer comprehensive,
  customized solution
• Easier to buy from becomes a competitive
  advantage
• Increased order efficiency velocity

1 - 3 days
Siebel Business Integration Application
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Streamlined Asset-based Quote-to-Contract Process
Lowers Costs
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Order Management Impact at Network Engines
Our sales representatives have the opportunity
to understand customers product needs before
they even get on the phone with them, Greg
Augustine, Director CRM and eCommerce, Network
Engines
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Order Management Impact at StorageTek
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Order Management Impact at Fujitsu Siemens
The faster you implement Siebel, the faster you
see ROI benefits, Ralf Russ, Director, Front
Office Solutions, Fujitsu Siemens Computers
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Median ROI Achieved by Siebel High Tech Customers
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13
13
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Customer RetentionIncrease
Customer Satisfaction Increase
Employee Productivity Gains
OperatingCostsDecrease
RevenueIncrease
Source Satmetrix Systems surveys, 2003. Figures
represent median values, based on customers who
are in production and provided quantitative
responses to the survey questions.
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Next Steps Discovery Process
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Siebel Delivers CRM For Everyone
CRM Enterprise
Global Initiatives
Business Processes
CRM Professional
Post 2001
Country Wide Initiatives
CRM OnDemand
Local Initiatives
Customization and Integration
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Flexible Packaging Allows SMBs to Create Custom
CRM Bundles
Option 1
Option 2

• Build the Application You Need
• Start with a Sales, Service, Marketing or Call
  Center base
• Choose 6-8 additional modules at no extra cost
• Solution Grows with Business
• Purchase additional functionality a la carte
• Select from over 50 modules

Customer Choice
Customer Choice
Option 3
Option 4
Customer Choice
Customer Choice
Option 5
Option 6
Customer Choice
Customer Choice
Base Application
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Siebel Delivers CRM for Everyone
Enabling companies to deliver seamless and
superior customer experiences by extending CRM to
everyone in their organizations and partner
ecosystems
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The Value Driven Approach of the Next Generation
CRM

• Siebel Systems, Inc.

Version 1.210.03.04CTP Event