Can Siebel handle verticalization?
Our company is a commercial print and communications firm that is looking
into adding CRM to our business plan. We are also interested in utilizing
the information gathered to do extensive 1 to 1 marketing. In researching
Siebel, I am seeing many comments in regard to its inability to handle
verticalization well. Are you familiar with where these shortcomings are and
what we should be aware of if we decide to go with Siebel?
I don't believe Siebel suffers from any particular strain of
"Verticalization" influenza. Rather, I believe many organizations
misunderstand the amount of work required to realize their CRM goals.
Siebel, like all CRM applications, requires significant customization and
analysis. The more complex the installation, the more customization
required. Since Siebel is typically sold as an enterprise solution, it's
only natural to expect a high degree of customization and integration work.
Now, this is not something that would be on the tip of your average
salesperson's tongue. Consequently, expectations may be improperly set
around the amount additional coding required to integrate across the
enterprise. Successful CRM projects require a strong vision, backed-up
with business plans, reinforced by strong process design & integration, and
fortified with significant systems architecture planning and analysis. Do
your homework, and I'm confident you will succeed with Siebel and other CRM
For more information on Siebel and other CRM vendors, check out searchCRM's CRM Vendors/General Information Best Web Links.
This was first published in September 2001