Case Analysis: Submitted By: Group 4 (Batch 2)

SIEBEL SYSTEMS 1
Case Analysis
Submitted By: Group 4 (Batch 2)
Ayush Mittal - 20PGDM017

Ayushi Sharma - 20PGDM018
Dikshit Goyal - 20PGDM024
Supriya Singh - 20PGDM056
Simran Banka - 20PGDM178
Gaurav Sharma - 20PGDM204
Shiva Banga - 20PGDM234
CORE VALUES INTRODUCTION
1 1993 Foundation
Founded by Tom Siebel to help organisations
Customer acquire, retain, and serve their customers.
Satisfaction
2
2000 Growth
Bias for Action
The revenue reached $2 billion, with 8,000
employees, being rated as one of the fastest
3 growing companies in America by Fortune
Magazine.
Professionalism
2001 Market Dominance
Became a World leader in CRM software with
50% market share in management f sales,
4 marketing automation, customer service &
Professional support.
Courtesy
How should Carman respond to the invitation to tell the Quick & Reilly executives what he
thought of Oracle? What features of this particular interaction influence your opinion? Would
your opinion of the right response change if the circumstances were different?
● Corresponding to Siebel's Core Values, Carman should treat clients with concession and professional
style as delegates from Quick and Reilly could be organization's possibilities. Share a few of Siebel's
examples of overcoming adversity.
● Considering Cathy works in the Client Administration and Promoting Department, Carman shouldn't go
into too much detail about the product's technical details; instead, he should focus on how a Siebel
product can accommodate their hierarchical requirements.
● Features of this interaction that influences our opinion are

○ Carman was unfamiliar with the opportunity (size and timing of the opportunity were not known to him)
○ Cathy had never heard of Siebel Systems before.
○ Oracle is a major competitor of Siebel and a larger brand.
○ According to a Gartner research article, Siebel's CRM system is the only one on the market that can
provide a complete solution on a large scale.
● The response might have change in the following situations-

○ Cathy had heard about Siebel Systems before from other clients.
○ Carman had already been informed about the scope and timing of the opportunity by Cathy.
○ Carman had already demo the Siebel Systems to Cathy.
How should Carmen qualify the prospect? Should he ask “What’s your budget?” Should he
suppress his curiosity and leave it to the prospect to bring up information about the size and
timing of the opportunity? If he asks for information, how will he use it?
● The VPs of Quick & Reilly are at a trade exhibition looking for a tech solution to their dilemma, but they
aren't aware of it. Furthermore, it appears that they are dissatisfied with their current technological
infrastructure.
● As per Siebel’s core value & TAS process, Carmen needs to understand the exact situation of their
customer (Quick & reilly) then only they should address the issues & propose the ethically required
solution to the company.
● So after the demo, Carmen should ask explicitly about requirement, need & budget of customer.
Besides this he should also fetch the data of size & timing of requirement to determine the right
product.
Subsequently he should pitch the Siebel system product that would address their problems and make
it clear why this product is a best solution for them.
If he manages to do so quickly without beating around the bushes, he would be able to influence
executive and there would be high chance of converting this into the sales.
Evaluate Carmen’s interaction with the customer up to this point. Is he doing a good
job? How effective is Siebel Systems’ approach?
● Initially, Carman concentrated on establishing a rapport with Cathy and gaining her trust.
● Carman was kind and was really interested in the Q&R's requirements.
● Provided a demo of the product to Cathy.
Carmen could have done a better job-

● He did not make an effort to learn the issues that the customer is having with their existing solution, and he might
have tailored the demonstration to highlight aspects that addressed their specific issues.
● Before approaching the Siebel systems stand, he may have inquired about other options they were evaluating.
● He was unable to catch the customer's reaction to his question concerning "how many users?" While listening,
he should have been more attentive.
Siebel Systems approach is effective because -

● They prioritise client satisfaction.
● They take a market-driven approach to providing consumers with complete solutions.
● They gather information about customers' challenges and create a product that is tailored to their requirements.
● They don't just focus on selling software; they also make sure that customers get the most out of it.
● They create strategies keeping in mind counter strategies which competition might adopt.
THANK YOU

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SIEBEL SYSTEMS 1

Ayush Mittal - 20PGDM017

● Features of this interaction that influences our opinion are

● The response might have change in the following situations-

Carmen could have done a better job-

Siebel Systems approach is effective because -

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