It is a case study of the company named Siebel system founded in 1993, to address the

growing need of organisations of all sizes to acquire, retain and better serve the customers.
They have more than 200 products
Customized product according to customer requirements
Go to market strategy with direct sales force
Followed a multichannel approach

Scene-I

Cathy - Our company is totally unhappy with the system performance.

VP of marketing - Yes, MDFS system had outlived its usefulness

Cathy - The main reason is the new graphical user interface has slowed down the refresh rate
of various screens.

VP - I think, We should look for a new sales force automation system.

Scene 2
(Carman is a salesperson of Siebel System. In 1998, careman was representing the Siebel
booth at a trade show in New York. He met two people from Quick & Reilly who were in the
search of a new sales force automation system.)

Carman - Hello Good Morning ma’am, I am Carman how can I help you ?

Cathy Ridley - Hello, I am Cathy from Quick & Reilly. We are looking for a new sales force
automation system.

Carman - Okay Ma’am, Let me first brief you about our company . We are the global
leaders in CRM software with 50% market share. We focus on customer
satisfaction,professionalism, professional courtesy and bias for action.

Cathy - Nice! I appreciate that but our company has already worked with the Bradley
company and they were not up to the mark and also with Oracle, one of your competitors.

Carman - Ma’am I understand , for that you can see the report of Gartner Research, which
shows that our company is the only vendor with a complete CRM solution and the ability to
execute large scale projects both at the same time. If I talk about Oracle, SAP, Peoplesoft
they have incomplete point solutions and limited execution skill in the CRM Space.

Cathy - It's good to hear that your company focuses on customer satisfaction and your
system tries to give the best solution to their customer.
Carman - Ma’am they are worth looking at, You can take a demo and see how it works.

(Carman called one person to give a demo and he himself became the color commentator)

Carman - Ma’am can you tell me, How many users will you have on the system ? Hundred
or more?

Cathy - Your service is quite impressive. But I need to discuss these things with my higher
authorities so that I can arrange a meeting of my officials with you.

Carman - Okay sure ma’am, thank you ma’am. We will wait for your call.

After coming back from the trade show Cathy described that they were highly impressed with
the Siebel Systems as they were the leader in Sales force Automation. Siebel Systems have
experience and have vision also.

Scene- 3
(A meeting with Carman at Quick & Reilly offices in New York followed )

Cathy- Welcome carman to Quick & Reilly. Let me introduce to Mr. Bobby Brut (Director
of Operation) and Mr. Ron Capodilupo (CIO).

Carman- It's a pleasure to meet you both. Sir I would like to give you a brief about our
company.

Mr.Ron- Yes sure, You may proceed carman.

Carman-Sir, We are the global leaders in CRM software with 50% market share. We focus on
customer satisfaction,professionalism, professional courtesy and bias for action. Serving our
customers is not simply a market opportunity-it is a personal and professional privilege for
each. of us. Many of the most successful organizations in the world have placed their trust in
our products. We take that trust seriously. We approach the opportunity we have been granted
with great humility.

Mr.Ron-So Carman our company needs a system for 100 offices,500 brokers and 1 million
customers. As our past experience with other systems was not good so this time we want
better efficiency which can increase response rate.

Carman- Okay sir I understand your concern. I will get back to you after discussing it with
my company.

Mr. Ron- Okay sure let me know as soon as possible.

The scope of the deal was envisaged to be $2.1 Million , involving 800 seats for Siebel
System lead management software.

Each week the Quick and Reilly management committee met, but three meetings happened
and Carman asked Cathy and Ron if he could close the deal, but each time they replied it was
taken care of.

As the end the quarter was near, deal was not done between both companies at that time

Scene 04

Marge Paine - Hello Carman, I just heard that your company is going to deal with Quick and
Reilly.

Carman - Not exactly, we are trying to assist with some softwares.

Marge Paine - that exactly means Siebel systems is establishing business with Quick &
Reilly. But you know I had bought more Scopus seats than I had deployed. I was looking at
the Quick & Reilly merger as a way to offload them.

Carman - I don’t think Scopus is right for Quick & Reilly application. This could be deployed
in future.

Marge Paine - Well in this case, We are not buying any more capacity from Siebel Systems.

Scene 05-

Carman - As per the discussion with Ron he wants the Siebel system product, not the old
Scopus product. I want to know if there is any legal transfer of the product from FleetBoston
to Quick & Reilly.

Tom Siebel - No, It's not Possible.

Carman - We have also offered Ron some token discounts. As we want good relationships
from both Fleetboston and Quick and Reilly.

Tom Siebel - Siebel system will always keep their interest in mind. Customer satisfaction is
our ultimate goal.