Siebel Systems-Part A Akshay Malik – 19PGDM143

Karan Kapoor – 19PGDM158

Parag Garg – 19PGDM170
Presented by Group 1 Subindu Halder – 19PGDM200
Sujo Mathew – 19PGDM201
Vidhi Mundra – 19PGDM274
 His Response was correct
 He did not possess pre-requisite knowledge about Quick & Reilly,
especially about their requirements, hence commenting about
competitors performance would be wrong.
How should  The client hadn’t been introduced to his product yet, hence
Carman juxtaposing it over a known competitor would paint a boastful image
about Siebel Systems.
respond to  Carman’s response was beyond garnering mere sale of his product; it
was about building trust and fostering a healthy customer
Quick & Reilly relationship.
executives  Asking the customers to look at Oracle Product indicates that they are
trying to help the executives in making the right decision by gaining
about Oracle ? all the information and not just focus on sale of their product.
 He efficiently showcased the capabilities of the Siebel systems with a
thorough demo, however, after giving the demo, he could have got
information about Quick & Reilly’s requirements and Budget.
 Inefficient
Lack of
Opportunity
Information
awareness by about Quick
Carman ( size & Reilly
and timing)

Features of The approach of

enabling the
Apprehensions
about product
the customer to
make the right
comparison
without client
Interaction choice. acquaintance

Oracle is
Demo actually one
highlighting of Siebel’s
strengths leading
competitor
  Under a different scenario like a sales lead, the approach would
Response have to be strictly as per the TAS mechanism, it is solely because
in a of the setting of the scenario, i.e. a trade show where the
prospective leads come with all sorts of queries to test the
Different grounds a mixed approach can be used but still with the TAS steps
in tandem.
Situation
 Providing
Priority Making
Identify the information
assigned to decisions
need of the on how Siebel
the need of makers aware
product by can satisfy
the product about the
Q&R the
by Q&R benefits
requirements
Qualifying the
Prospect

Asking specific questions to Cathy would help Carman in assessing the

requirements and needs in specific fashion. Although he may not start with a
budget enquiry, he should definitely ask questions regarding the scope and
size of implementation
  Evaluate the business opportunity with Q&R
 Cathy is a knowledgeable client who understands the complexity
of CRM. Therefore, it is a great opportunity for Carman to
How will the communicate the value proposition of product superiority in
technical aspect
Information  Capitalize on the success of the demo and build engagement
help Carman?  The information can be utilize to differentiate Siebel’s CRM from
Oracle and communicate the benefits in a way that is appreciated
by the client
 Firstly, let’s see how Carmen approached his customer :
Question 3: • Carman primarily focused on building a rapport
Evaluate Carman’s with the customer & tried to gain her confidence

interactions with the in order to collect more information

customer up to this • He was trying to gauge the customer’s budget by

point? Is he doing a asking probable number of users in the firm

good job? How • He demonstrated the Siebel System Solution to

effective is the Siebel the customer to which they seemed quite

satisfied
Systems approach?
 Overall Carman did a fair job. Although he could have adopted a better
approach. The reasons are as follows:
 He did not take a note of the number of customers after his query
was answered by the customer. This violates the core value of the
company which states “ We remain absolutely committed to our
customer’s success and work hard each day to listen to their needs ”.
OUR ANALYSIS  He could have been more pro-active in understanding the customer’s
problem and provide a more tailored demonstration featuring
solutions pertaining to the specific problem
 He could have asked questions like challenges with the current
solutions or system. He missed out on enquiring the customer and
understanding their needs.
  Customer satisfaction is the core value of Siebel systems
 They offer complete solutions to the customers by
following a market-driven approach
Siebel Systems  They not only concentrate on the sale of the software,
approach is however they work to ensure customers generate benefits
from the system
effective  They delivery customized products according to the needs
of the clients

The success of this approach is evident in market leadership

of Seibel systems with its reputation cemented by customer
approval surveys.
Put yourself in
Zitzner’s  Zitzner is a senior person in the corporate hierarchy hence
exchanging pleasantries is paramount in making the
position as he customer feel valued and prominent.
picks up the  The directives shared by him are precise, but a abridged
brief of about the product offering, after gauging the
phone. How customer requirements can also be given.
should he  Zitzner must also engage in rapport building since this is
an introductory call with a potential client.
handle the
conversation
?
  The key objective of this call is to cajole the lead and
analyze its worth for Bradley systems.
 This can be efficiently entailed only via thorough
examination of customer needs and tailoring solutions
What is the around the problems faced by the client
 Adequate steps should be taken to derive a detailed RFP
objective from Q & R.
in this call ?  Further, if immediate assessment is not viable, he should
keep the customer engaged to sustain a climate of
sincerity and schedule a future meeting with the key
account manager or transition it on to a sales
representative.