A new article on CRM Forrester: CRM Market Rife with Dissatisfied Customers Does not surprise me in the least. An particularly as Seibel is mentioned The article states
Overall, Forrester found that Siebel continues to lead the pack by offering the most comprehensive software for enterprise-class organizations and the largest array of front-office technologies tailored to specific industry challenges and opportunities.
Having witnessed Seibel in action, I can state without a doubt this is BS, as in BULLSHIT!!!
When Seibel arranged to be used as a CRM replacement at AT&T Wireless a few years ago. The arrangement was through the CFO not the CTO, a deal that could only happen when palms are properly greased. The ‘Goal’ of the CFO pushed on the CTO was replacing the ‘Cadilac’ in-house CRM (thing) with a ‘Volkswagen’ simpler, cheaper and easier to maintain.
From the outset there was trouble. As I was working for the Infrastructure Architecture group at the time, we were brought in early to assist in the prototype environment. And in the first meeting the Seibel Tech team, and Anderson consulting it was apparent that the System the Consultants had configured, a Sun server, had never been used by Seibel, and over the next three YEARS the Seibel team ported a PC-NT application to Solaris. An operating system they had never used. The Other shoe in this story is the BS I mentioned earlier. They had Absolutely no knowledge, or understanding of the Wireless business, or any other telecommunications business model. So between the hundreds of junior programmers, and roach like consultants querying the AT&T staff about what the existing systems did, or were supposed to do the system grew and grew.
Now to make matters worse the CTO saw the writing on the wall and quit, and was replaced with an ‘Outsourcing Genius” who thought that he could outsource the entire ID department. So he brought in foreign staff to shadow the already harassed staff. This so called Chief Technical Officer was also the genius who declared that “Any computer with more than 4 CPU’s was a waste of electricity” and refused to purchase any of the Sun E10K systems that were required and order only 4 processor Sun systems to fill the place of the 8 (then 12 and then 32) E10K’s that were originally required. Yes you read that correctly 32 E10K’s!
So the original in-house CRM system that only need 8 (with 8 hot backups) HP-K Class systems was replaced with, in the end, more than 32 E10K’s (and no hot backups) bringing the total cost to about 15X (times) more expensive than the previous system. And to put the topping on the cake. After three years, when it deployed, it didn’t work. At least not as expected. It took 6 months of hourly hand feeding data in small batches to keep the thing running.
So NO don’t believe Siebel or any other BS that is being pushed about the virtues of the current crop of CRM systems.
The real business of dealing with Customer Relations are simple, know your business, know what you can and can’t do FOR your customer treat your customer in an ethical way. As noted also in blog space here A Networked World