Ask the Expert

Evaluating CRM software after analysis of technology, requirements

I am trying to decide between and Siebel CRM OnDemand for my company's call center and sales force automation (SFA) needs. Any recommendations? Which system should I go with?

    Requires Free Membership to View

This is a classic conundrum. I can't really answer the question without going through an entire process based on your call center and salesforce automation (SFA) needs. I'd need to do a requirements analysis and meet with your senior executives to understand your plans for the future and your customer service strategies. I'd need to understand your customers, the current processes that you use and how effective they are, the legacy systems, your technology requirements, the budget you're allocating and what you're looking to get out of such a strategy and commitment. The technology is the last piece of a process that takes a lot of time and effort.

I'm not sure what stage you're at in the process I mentioned above, but I'd consider all of that before I did a technology selection. You might find that neither Siebel nor are the right choice. Maybe NetSuite, RightNow or SalesLogix end up as your choice – or none of them.

As we consultants love to say, "It all depends." And it does. Sorry I can't be of more help than that.

This was first published in December 2006

There are Comments. Add yours.

TIP: Want to include a code block in your comment? Use <pre> or <code> tags around the desired text. Ex: <code>insert code</code>

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy
Sort by: OldestNewest

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to: