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 Duration 14 hours

Course Outline

Introduction to Oracle Siebel CRM

  • Defining customer relationship management
  • The strategic value of CRM in business
  • Essential features and advantages
  • Overview of Siebel CRM modules
  • Navigating the Siebel CRM interface
  • Configuring users and role assignments

Configuring Siebel Applications

  • Summary of Siebel tools
  • Fundamental configuration tasks
  • Developing and managing data models
  • Setting up business components and objects
  • Establishing application parameters
  • Administering system preferences
  • Building and controlling workflows
  • Streamlining CRM processes through automation
  • Tailoring the user interface
  • Customizing individual user experiences

Managing Customer Data

  • Maintaining data integrity and completeness
  • Techniques for data cleansing
  • Procedures for importing and exporting data
  • Establishing and overseeing customer segments
  • Leveraging segmentation for targeted marketing
  • Administration of contacts and accounts
  • Generating and tracking service requests
  • Resolving customer cases and issues

Advanced Features and Optimization

  • Overseeing sales pipelines and opportunities
  • Sales forecasting and quota administration
  • Designing and executing marketing campaigns
  • Lead acquisition and development
  • Supervising customer support and service functions
  • Setting up service level agreements (SLAs)
  • Connecting Siebel CRM with ERP and other systems
  • Guaranteeing uninterrupted data exchange between systems
  • Utilizing Siebel CRM on mobile platforms
  • Configuring and using mobile applications

Reporting and Best Practices

  • Developing and modifying reports
  • Utilizing dashboards and visual data representations
  • Identifying key performance indicators for CRM
  • Tracking and evaluating performance metrics
  • Securing data within the CRM environment
  • Adhering to industry standards and regulatory requirements
  • Adopting optimal practices for CRM operations
  • Addressing common challenges and resolutions
  • Utilizing Oracle support resources

Recap and Future Actions

Requirements

  • Foundational knowledge of CRM principles
  • Experience with Oracle applications

Target Audience

  • CRM managers
  • Business analysts
  • System administrators

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