Recipe for customer elimination management

Siebel system - pioneer of CRM technology and leader in enterprise CRM market is floundering. Yes this is the same company that rode to great heights in later part of last decade with innovative CRM products..

This year Tom Siebel fired his new CEO and former IBM man before he could complete his term.
Mainstay customers are unhappy about the product, wasted millions and long forgotten ROI word. SAP is eating away Siebel's customers in North America. Funnel looks short. Since 2001 Siebel has lost 40% of its market share and customers..

Is this the end of Siebel or is this the end of CRM. The problem lies in the way Siebel conceptualized CRM (Other vendors just followed suit). Its not about sales automation or automation of business process. Automation is just a means to the end. The end is help companies manage customer expectations and maintain a winwin situation with them..

Siebel and other CRM products have lost their competitive edge as every company has the same software, same forecasts and same way of doing business with customer. Though it helps to lay out basic processes over the last 4 -5 years nothing has changed much in the way CRM should evolve.

Unless the Siebel looks at the concept of CRM and adapt new technologies to enable business maintain successful customer relationship at optimum costs, Siebel will not see light at the end of tunnel rather the headlights of speeding train..

courtesy - CRM Daily