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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
Testimonials (5)
The flow and build up to each topic.
Jainoodien Salie - Vodacom
Course - Oracle Siebel
I enjoyed the hands-on exercises
Samson Makelani - Vodacom
Course - Oracle Siebel
the trainers knowledge as he was able to answer our questions easily and direct us accordingly
Glennita van Rooyen - Vodacom
Course - Oracle Siebel
Added infdormation which the training provideed to gove more glarity to the theory
Jonathan Africa - Vodacom
Course - Oracle Siebel
It was good overall.