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Siebel CRM SAP CRM

Specialized 
  
   
  Service to No strategic implementation planning but focus on
engage & assist customers͛ efforts with properly planning
their implementation of Oracle͛s Siebel Customer
Relationship Management (CRM) solutions
It͛s a unique package within itself which is separate from
Oracle ERP
Marketing:
Focus on transforming the way of marketing by modifying
inefficient infrastructures and broken processes.
yc On Demand marketing solution
yc Customer Requirement Analysis
yc ^
degree customer view
yc Personalized campaigns with Siebel CRM On
Demand Email Marketing
yc Instant access to interactive marketing
dashboards, closedloop metrics, prebuilt and
custom analytics, and lead followup analysis.
yc Ñead Management & Tracking
Sales:
Focus on maximizing realtime effective sales.
yc uotetoCash Process
yc Alignment of Sales Channels
yc Increasing pipeline and win rates
yc Comprehensive, industryspecific SFA capabilities
yc Proven mobility solutions for disconnected access
yc Ondemand CRM options for fast rollout
yc -andheld, remote and wireless mobility solutions
yc Ondemand and hybrid deployment options
yc Integration to customer order management,
pricing and configuration
yc Sales and channel analytics
yc Dlobal deployments
yc Opportunity Management Ͷ including

management of leads, territories, opportunities,
contacts, and all account activities
yc Sales MethodologiesͶStandardize on common
best practices to ensure consistent sales
providing solutions to achieve differentiated capabilities in
order to compete effectively over the long term.
It͛s a part of SAP Business Suite. Functional
incompatibilities are faced if SAP ERP is not used.
Marketing:
Marketers gain the essential business insights needed to
make intelligent decisions, sharpen their focus on
customers to drive demand and increase customer
retention and better resource management.
yc Marketing resource and brand management
yc Campaign management
yc Segmentation and list management
yc Realtime offer management
yc Ñoyalty management
yc Emarketing
yc Ñead Management
yc Marketing analytics
Sales:
Focus on fostering efficient collaboration between sales,
marketing, and service teams to align efforts on fulfilling
customer needs. Different categories,
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yc Sales planning and forecasting
yc Territory management
yc Accounts and contacts management
yc Activity management
yc Opportunity management
yc uotation management and order capture
yc Sales contract management
yc Sales performance management
yc Sales analytics
 p
yc Emarketing
yc Ecommerce
yc Eservice
yc eb channel analytics
performance and sales coaching throughout the ñ

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sales cycle yc Customer service
yc Sales ForecastingͶincluding realtime insight into yc Shared service center
sales and employee performance yc Interaction center operations and administration
yc Order ManagementͶallows you to create quotes, yc Multichannel communication
proposals, and product configuration yc Interaction center analytics
yc Territory ManagementͶto pipeline leads and „

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more yc Partner management
yc Integration to Microsoft ApplicationsͶSiebel yc Channel marketing
Server Sync for Microsoft Exchange Server enables yc Channel sales
employees to centralize customer information yc Partner order management
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across Microsoft Outlook and Siebel applications. yc Channel service
yc Partner and channel analytics
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yc Offer management
yc Realtime decision making
yc Selflearning
yc Offer analytics
Contact Center and Service: Service:
Contact Center and Service product family helps Focus on reducing service costs while enhancing customer
businesses deliver quicker, better and moreefficient satisfaction by increasing efficiency and delivering
customer service. hether a company needs hosted, consistent highquality service.
mobile, or onpremise solutions, these applications yc Business Communication Management
provide optimal resource deployment, speedy issue yc Sales and marketing for service
resolution, oneanddone request handling, and powerful yc Service contract management
tracking and analytics capabilities. As a result, businesses yc Customer service and support
can increase customer satisfaction while cutting costs at all yc Return and depot repair
touch points around the globe. yc Field service management
yc arranty and claim management
yc Email ResponseͶautomatically respond to yc Installation and maintenance
customer email yc Parts logistics and finance
yc Computer Telephony IntegrationͶprovide caller yc Service analytics
information to agents automatically yc Eservice
yc Customer DashboardͶpresent a comprehensive yc Channel service
view of critical information about a customer
yc IT service management
yc Contact ManagementͶprovide agents with a
Contact Centre:
complete history of all interactions with a
Focus on maximizing customer loyalty, reducing costs and
customer
boost revenue by transforming contact center into a
yc -ousehold ManagementͶview the complete
strategic delivery channel for marketing, sales, and service
profile of economically affiliated individuals
efforts across all contact channels. Same applications used
yc Contextual SearchͶretrieve information from here as,
anywhere in the application
yc Interaction center
yc orkflow ManagementͶroute and track tasks
yc Business communications management
throughout their lifecycles
yc Realtime offer management
CRM On Demand: CRM On Demand:
It͛s a service offering to bring clarity to sales processes, The SAP CRM ondemand solution is an easy to use, eb
build loyal, longterm customer relationships, accelerate based sales management solution. This rapidly deployable,
productivity, boost call center efficiency, and derive softwareasaservice solution is available on a
comprehensive, realtime customer intelligence. subscription basis over the Internet and integrates with
your SAP ERP application.
Sales force automation
Service ʹ Improve service quality while at the same time
reducing service costs.
Marketing ʹ Deliver the right message to the right
customer at the right time.
Customer Data Integration: Customer Data Integration:
Customer Data Integration helps businesses to obtain SAP does not have separate Customer Data Integration
complete and accurate customer information so that they package. But these applications are diffused among ͞Sales͟
can provide targeted, differentiated customer service. and ͞Service͟ applications, which integrate & analyze
yc Siebel Universal Application Network customer data.
yc Siebel Universal Customer Master
yc PreBuilt IntegrationͶto thirdparty data cleansing
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tools to eliminate duplicate customer records
yc Matching ServerͶallows you to search, match,
and identify duplicate customer records based on
key attributes
yc Fuzzy SearchͶallows you to get results regardless
of variations in spelling or word sequence or errors
in names, addresses, and identity data
Oracle Self-Service: No self service package.
Oracle SelfService is the industry's only complete solution
for allowing customers to do business with you anytime,
anywhere. Oracle's industryleading customer selfservice
offerings transform customer relationships, improve
profitability, and increase customer loyalty.
eBilling: E ʹ Commerce:
Oracle's Siebel eBilling Manager enables organizations to Unlike Siebel, SAP ʹ CRM focuses on utilizing internet into
give consumer and business customers comprehensive a profitable sales and interaction channel while providing
online access to bills and invoices. It offers specific consumers and business customers with a personalized
capabilities for both B2C and B2B billers, including the online experience and convenient selfservices.
ability to costeffectively present bills online and provide yc Emarketing
customers with multiple payment options. yc Ecommerce
yc Online Bill Delivery yc Eservice
yc Interactive Statements yc eb channel analytics
yc Online Payment
yc Targeted Promotion
yc Paperless Accounts
NA IT Service:
A feature targeted for IT organizations. ith the SAP IT
Service Management application (SAP ITSM) in SAP CRM,
IT organizations can streamline their IT service operations.
SAP ITSM enables key ITIÑcompliant IT processes, such as
incident and problem management, change and service
asset management, knowledge management, financial
management, and more. The integration of such a variety
of IT service processes, combined with the financial
management capabilities, helps reduce costs and increases
your IT organization's contribution to the company's
overall business goals. Key capabilities for IT service
include:
yc SAP IT Service Management
yc Interaction center
yc Business communication management
Partner Relationship Management: No separate Partner Relation Management, some of the
Also as a part of ͞Oracle PRM͟. Comprehensive channel features can be found in Sales Partner Management.
management solution that allows brand owners to achieve
their channel business objectives
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Oracle's Siebel Partner Analytics application provides
organizations with the insight they need to improve
partner performance.
Also include some prebuild Oracle Business Intelligence Even though SAP provides Business Intelligence
Applications. Applications, they are not included in CRM.
By, ABANISH (0921101), SANJEEB (0921129)