CRM Application

Many companies are currently evaluating the benefits of upgrading to Siebel 7 and 7.5 to take advantage of enhanced capabilities in CRM Application, including a new Web architecture, improved global deployment support, deeper vertical functionality, and the integration of analytic and employee relationship management (ERM) capabilities. Implementing any CRM Application system requires substantial time and resource commitments. Even the use of a packaged application such as Siebel does not change the dramatic ripple effect throughout the entire IT organization--from business process strategy to multiple application integration points to network and infrastructure decisions.

Further complicating the situation are unmet ROI expectations due to a higher total cost of ownership (TCO) and unanticipated lower user adoption.

CRM Application can include capabilities such as sales force automation, employee help desk, customer support, and relationship enhancement. Usually, CRM Application implement CTI capabilities, giving them the ability to “pop” the appropriate screen, based on the customer’s phone number (in the case of a telephone call) or the information collected from an IVR.

The screen that is invoked on the resource representative’s desktop gives them the appropriate set of customer information as well as the application capabilities required to complete a customer service transaction. This may include the ability to invoke a workflow process. The capabilities of existing CRM Application can be leveraged for Internet-based communication.

Poor performance of the CRM Application can result in low customer satisfaction and a decrease in user adoption. Desire for a true 360-degree view of the customer forces many companies to integrate with financial, ERP, and SCM applications along with CRM Application, which further complicates implementation and maintenance.

Many new initiatives are attracting new users of the CRM Application, such as customers and partners. New technologies such as three-tier architectures, Web services, and inter-enterprise initiatives are impeding the upgrade process and increasing the complexity and cost of running IT.

The CRM Application can be visualized and prototyped very effectively on workshops and on web together with the key user groups. Starting from a CRM Application industry baseline, the company's own processes, concepts, vocabularies, specific functions and workflows can be input online to the CRM Application prototype. Everybody involved in the process get hands-on experience and can see how the solution supports their own processes and practices.

The CRM Toolkit, all you need for successful CRM projects

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