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Course Outline

Introduction to Oracle Siebel CRM

  • Defining customer relationship management
  • The strategic value of CRM in business
  • Core features and organizational benefits
  • An overview of Siebel CRM modules
  • Navigating the Siebel CRM interface
  • Establishing user accounts and role definitions

Configuring Siebel Applications

  • Overview of available Siebel tools
  • Fundamental configuration tasks
  • Constructing and maintaining data models
  • Adjusting business components and objects
  • Defining application parameters
  • Managing system-level preferences
  • Designing and overseeing workflows
  • Automating routine CRM processes
  • Adapting the user interface to specific needs
  • Tailoring individual user experiences

Managing Customer Data

  • Maintaining data accuracy and completeness
  • Techniques for data cleansing
  • Procedures for importing and exporting data
  • Establishing and overseeing customer segments
  • Utilizing segmentation strategies for targeted marketing
  • Administering contacts and accounts
  • Processing and tracking service requests
  • Resolving customer cases and support issues

Advanced Features and Optimization

  • Overseeing sales pipelines and opportunities
  • Conducting forecasting and quota management
  • Designing and executing marketing campaigns
  • Strategies for lead generation and nurturing
  • Directing customer support and service activities
  • Setting up service level agreements (SLAs)
  • Integrating Siebel CRM with ERP and external applications
  • Facilitating seamless data exchange between systems
  • Utilizing Siebel CRM via mobile devices
  • Configuring and using mobile applications

Reporting and Best Practices

  • Generating and customizing reports
  • Employing dashboards and visual analytics
  • Identifying key performance indicators (KPIs) for CRM
  • Tracking and analyzing performance metrics
  • Safeguarding data security within the CRM
  • Adhering to industry standards and regulatory compliance
  • Adopting best practices for CRM operations
  • Troubleshooting common issues and their solutions
  • Leveraging Oracle support resources

Summary and Next Steps

Requirements

  • Foundational knowledge of CRM principles
  • Basic familiarity with the Oracle application ecosystem

Target Audience

  • CRM Managers
  • Business Analysts
  • System Administrators
 14 Hours

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