Siebel to build best practice into CRM kit

Siebel has defended its large catalogue of customer relationship management (CRM) products and said it hopes to capitalise on its...

Siebel has defended its large catalogue of customer relationship management (CRM) products and said it hopes to capitalise on its experience in the field to build best practices into its product lines, writes Eric Doyle.

Tom Siebel, chairman of the company, said recently that there is no market for generic CRM systems and that tailored systems are the way ahead. This leverages the current thinking in CRM markets, where even the generic CRM systems developers have said that before implementing CRM software the customer must clearly define what information they expect to get from it.

With the release of Siebel E-Business Applications 7.5, the company is developing its philosophy further by embedding what it describes as "best practices" into the software. The supplier said it has documented hundreds of industry-specific best practices for every aspect of CRM which will standardise processes within its customers' businesses.

Siebel defines a business process as a structured series of documented activities that achieve a discrete business objective. Best practices are the proven methodologies for executing these processes.

The need to integrate data from many sources into these processes has led Siebel to embrace Web services as application integration middleware. In Siebel 7.5, the company has exposed many of its APIs (application programming interfaces) as Web services that not only allow the software to interact with other applications but also enable the CRM application itself to be distributed across an enterprise.

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