Can Siebel Stop its Slide
Case Study
By
BUS 600: Management Communication
with Technology Tools
October 1, 2007
Dr. Sherri Lewis
INTRODUCTION
Siebel Systems was a software company that achieved significant growth and became an early leader in the Sale Force Automation (SFA) and Customer Relationship Management (CRM) software market. The company became one of he fastest growing enterprise software companies.
Siebel Systems did great in the begin with forming relationships with companies to buy it software, but due to an slumping economy, not providing the best options for customer satisfaction, being overly optimistic, and stronger competition, Siebel systems started to face its demise. In 2005, Siebel was brought out by Oracle Corporation.
Although Siebel systems decided to launch a new product line to help the software they produce functions well with other programs that were on the market, companies would have to wait two years for this product. This did not help improve customer satisfaction and alternative solutions were not provided in the interim period farther damaging customer relationships.
RECOMMENDATION
To help improve consumer relationship the truth should have been told to the consumers instead of over exaggerating what they would be able to provide and not following through on it. According to the text, Siebel system was not in touch with the feelings of their consumers. This was evidently when they referred Business Week to one of their consumers who gave them a bad review.
A survey could have been sent out to consumers of Siebel system software asking them what they like about the company, what things they can improve on, etc¡K Also, since Siebel set up a consultant team of 60 consultants ...