Oracle Siebel

• Basic understanding of CRM concepts
• Familiarity with Oracle applications

Audience

• CRM managers
• Business analysts
• System administrators

Oracle Siebel is a comprehensive Customer Relationship Management (CRM) solution designed to help organizations manage their customer interactions, sales, marketing, and service operations. It is part of the Oracle Applications suite and is known for its flexibility, scalability, and ability to support complex business processes.

This instructor-led, live training (online or onsite) is aimed at beginner-level CRM managers who wish to effectively manage and optimize their customer relationship management processes using Oracle's powerful tools and features.

By the end of this training, participants will be able to:

• Understand the fundamentals of Oracle Siebel CRM.
• Learn how to configure and manage Siebel applications.
• Gain proficiency in using Siebel tools for customer relationship management.
• Explore advanced features for optimizing CRM processes.
• Develop skills in reporting and analytics for Siebel CRM.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

Introduction to Oracle Siebel CRM

• What is customer relationship management?
• Importance of CRM in business
• Key features and benefits
• Siebel CRM modules
• Navigating Siebel CRM
• Setting up users and roles

Configuring Siebel Applications

• Overview of Siebel tools
• Basic configuration tasks
• Creating and managing data models
• Configuring business components and objects
• Setting up application parameters
• Managing system preferences
• Creating and managing workflows
• Automating CRM processes
• Customizing the user interface
• Personalizing user experiences

Managing Customer Data

• Ensuring data accuracy and completeness
• Data cleansing techniques
• Importing and exporting data
• Defining and managing customer segments
• Using segmentation for targeted marketing
• Contact and account management
• Creating and managing service requests
• Handling customer cases and issues

Advanced Features and Optimization

• Managing sales pipelines and opportunities
• Forecasting and quota management
• Creating and managing marketing campaigns
• Lead generation and nurturing
• Managing customer support and service operations
• Configuring service level agreements (SLAs)
• Integrating Siebel CRM with ERP and other applications
• Ensuring seamless data flow between systems
• Using Siebel CRM on mobile devices
• Mobile app configuration and usage

Reporting and Best Practices

• Creating and customizing reports
• Using dashboards and visualizations
• Key performance indicators for CRM
• Monitoring and analyzing performance metrics
• Ensuring data security in CRM
• Compliance with industry standards and regulations
• Implementing best practices for CRM operations
• Common issues and solutions
• Accessing Oracle support resources

Summary and Next Steps