Siebel seeks increased ROI with new suite

Usability, ease of integration, and extensions into employee and partner relationship management are the key features that will attract new customers and encourage users to upgrade, said Phill Robinson, vice president of international marketing at Siebel. "Our research indicates that Siebel customers enjoy a 12 percent increase in revenues from using our products. In a contracting economy this will appeal to business," he added.

Siebel 7 features an interactive HTML-like Web client called Siebel Smart Web Architecture, providing users with a more Windows-like experience than previous versions. The usability of applications is key to ensuring the success of CRM programmes, said Robinson. "Because there is no software to separately install and administer on the desktop, Siebel 7 can lower deployment costs considerably," he added.

Siebel 7 is easier to integrate and customise than previous versions, said Robinson. It ships in a range of industry-specific versions, including retail and travel and transportation. "Through offering tailored packages we can reduce the amount of customisation that is needed," he said.

Other major features of this release include employee and partner relationship management components. "Through improving customer and partner satisfaction, we can help firms ensure their customers receive the best service," said Robinson.

According to recent research, Siebel has about 24 percent of the CRM market. Among its competitors, Oracle has focused on CRM systems that are quick to implement, PeopleSoft offers Web-based e-business tools, and Peregrine Systems has specialised in employee relationship management.