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By Dennis Callaghan  |  Posted 2002-09-24 Print this article Print

: Common Theme of Dissatisfaction"> Campbell, while conceding that the report did not represent a statistically significant sample of all of Siebels 3,500-plus customers, defended the research, saying it showed a common theme of dissatisfaction among customers recognized on Siebels Web site. "When theyre holding these people up as their best customers and we get responses like this, its either incredibly bad luck or there has to be a problem," he said. "Theres quite a discrepancy between what Siebels marketing material conveys and what these customers told us."
Siebel executives continually tout the companys customer satisfaction levels as the highest in the software industry. The companys Web site lists that figure at 96 percent, according to research performed by Satmetrix Systems Inc., which also develops customer survey software that works in conjunction with Siebel and other CRM applications. Siebel Systems is a minority investor in Satmetrix.
A spokesman for Satmetrix, in Mountain View, Calif., declined to comment on the discrepancy between the Satmetrix numbers and Nucleus survey, referring all inquiries to Siebel. Siebel, on its Web site, says its customers on average see a 12 percent increase in revenue, 20 percent in employee productivity, and 20 percent in their own customers satisfaction, with ROI typically in less than 10 months. The Nucleus study concluded that companies deploying Siebel software should take a phased implementation, starting first with the applications that will deploy the greatest returns, and establish a way to measure the costs and benefits of such a deployment. The Siebel spokeswoman said the company agrees with these recommendations. Nucleus also recommends that companies consider other vendors applications and non-technology alternatives to CRM deployments. Companies that do decide to go with Siebel should negotiate aggressively on price and maintenance contracts, Nucleus says, renegotiating if necessary if implementations go awry. Related stories:
  • Siebel: No Future for CRM
  • Siebel to Cut 1,100 Jobs


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