Siebel Analysis

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Siebel Case Analysis 3 Problem Statement 3 Key Issues 3 Alternatives 4 Short-Term Alternatives 4 Long-term Alternatives 4 Recommendations 5 Short-Term Recommendation 5 Long-Term Recommendation 6 Exhibits: 7 Exhibit 1: Sales Process (Problematic Area in RED & YELLOW): 7 Exhibit 2: SODA Analysis: 8 Exhibit 3: Alternatives Advantages and Disadvantages: 9 Exhibit 4: Alternatives Advantages and Disadvantages (Contd…): 10 Siebel Case Analysis Problem Statement Siebel is facing an uphill battle of reaching an aggressive market share goal while balancing it with the right customer service appropriate to keep up the momentum. Protech, one of Siebel’s key customers is complaining that their SSE implementation has taken a dive for the worse and is threatening to pull the plug. Siebel needs to effectively contain the problem, and put up a get well plan for Protech. Not only that, Siebel needs to think through holistically if they can focus on market share more than customer satisfaction and if so, whether the current channel structure is suitable to achieve its goals. The problem is more complicated by the fact that Siebel’s IPO is around the corner. Key Issues Issues raised by Protech, even though seem to be a one off case, brings up some of the key critical issues in Siebel’s growth and channel strategy. * Siebel’s senior management does not seem to have visibility into the implementation of its software in some of its key customers. This is evident in the Protech case, where Siebel did not know the issue until it was escalated directly to him. * Siebel does not have much control of Channels and implementation activities. Freeman who is not an existing channel partner is chosen by Protech. Freeman overlooked multiple steps in the whole implementation process (Please refer to Exhibit 1 for details) * Siebel can achieve the

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