Vendor Rating: Siebel Systems

Overall Rating: Positive as of 19 May 2004

View Ratings Definitions

Read Full Ratings Report

Initiative	Rating	Status
Corporate Viability

Strategy	Positive	--

Financial	Positive	--

Revenue Growth	Promising	--

Cash Position	Strong Positive	--

Marketing	Promising	--

Organization	Promising	--

Sales Organization	Promising	--

ESP Support	Positive	--

Market Offerings

Product/Service	Positive	--

CRM B2B Suite	Positive	--

CRM B2C Suite	Promising	--

Marketing Automation	Caution	--

CRM Sales Suite	Strong Positive	--

CRM Customer Service Suite	Positive	--

Field Service Management	Positive	--

Partner Relationship Management	Positive	--

CRM Analytics	Promising	--

Siebel MidMarket CRM Professional Edition	Caution	--

Siebel CRM OnDemand	Caution	--

Technology/Methodology	Promising	--

Development	Promising	--

Integration	Positive	--

User Administration	Promising	--

Pricing Structure	Positive	--

Siebel CRM OnDemand	Caution	--

License	Positive	--

Customer Service/Support

Sales/Distribution	Promising	--

Large Enterprise	Positive	--

Small and Midsize Business	Promising	--

Support/Account Management	Positive	--

Technical Support	Promising	--

Technical Account Management	Positive	--







A Feature Comparison of CRM Software Suites for MSBs 10 August 2004 Wendy S. Close The features of a CRM application are the most-important criteria for midsize businesses purchasing a CRM software suite. Siebel's Professional Edition, Pivotal and Onyx provide the most-feature-rich CRM suites for MSBs. Siebel Systems CEO Change Will Be Positive in the Long Term 5 May 2004 Scott D. Nelson Siebel Systems' new CEO should provide the spark the company needs to succeed at the next level. Customers should understand that while unsettling in the short term, the move won't impact their relationships with the customer relationship management (CRM) vendor. Sales Magic Quadrant and MarketScopes: 1H04 Overview 23 March 2004 Robert P. Desisto Although Siebel leads in the Customer Relationship Management Sales Suite Magic Quadrant, Oracle and SAP are challenging its position. In addition, many best-of-breed vendors offer compelling solutions. Magic Quadrant for Learning Management Systems, 1H04 18 March 2004 James Lundy Waldir Arevolo De Azevedo Filho Enterprises eventually will need an e-learning suite, but for now, they're still looking to deploy a learning management system as their primary e-learning software application. Magic Quadrant for E-Learning Suites, 2004 15 March 2004 James Lundy Waldir Arevolo De Azevedo Filho Enterprises are recognizing the value of e-learning suites and starting to make suite functionality part of their evaluation criteria. Magic Quadrant for Business-to-Consumer CRM Suites 12 March 2004 Gareth Herschel John Radcliffe Kimberly Collins Michael Maoz Siebel Systems remains a leader in the B2C Customer Relationship Management Magic Quadrant. E.piphany and PeopleSoft are visionaries. Despite progress, Amdocs, Chordiant Software, Oracle and SAP remain niche vendors. MarketScope: E-Service Suites, 1H04 27 February 2004 Esteban Kolsky The e-service suite vendor offerings have evolved into well-integrated suites of functionality. Choose vendors based on today's benefits, with an eye on how the players will best enable the customer interaction hub of tomorrow. MarketScope: Customer Service Contact Center Software, 1H04 26 February 2004 Michael Maoz The new generation of customer service contact center software applications offers a reasonable alternative to homegrown, custom-built applications. How Four Top Software Vendors Are Embracing SOBAs 16 February 2004 Charles Abrams Whit Andrews Yvonne Genovese Jeff Comport Oracle, PeopleSoft, SAP and Siebel are making services-oriented business applications key elements in their products. Niche application vendors may be slower to react, even though Web services are becoming mainstream. MarketScope: Consumer Goods Industry SFA, 1H04 13 February 2004 Dale Hagemeyer The consumer goods industry sales force automation market continues to be dominated by the SFA suites, particularly among the larger consumer goods companies. Magic Quadrant for CRM Field Service Management, 2004 3 February 2004 Michael Maoz Superior field service management will drive profits in key industries, yet only one vendor leads, none challenge, large-enterprise application vendors have immature offerings and small specialists face economic challenges. Magic Quadrant for CRM B2B Large-Enterprise Suites, 2004 29 January 2004 Robert P. Desisto Michael Maoz Business-to-business customer relationship management suites are changing to handle extraenterprise partner relationships. Leading CRM suites can serve as the backbone for this broader range of B2B relationships. Magic Quadrant for CRM Sales Suite Vendors, 2004 28 January 2004 Robert P. Desisto Joe Galvin Siebel Systems continues to lead, Oracle has improved its execution, and SAP holds its challenger position in the customer relationship management sales suite market Magic Quadrant. MarketScope: Direct Sales Technologies, 1H04 28 January 2004 Joe Galvin Direct sales technologies have matured to the point of functional commoditization. Market leaders are best able to address a wide variety of complex issues for sales processes, roles and structures. MarketScope: Sales Incentive Compensation, 1H04 28 January 2004 Joe Galvin The sales incentive compensation market is poised for growth. Best-of-breed vendors Callidus, Synygy and Centive maintain their functional superiority over enterprise application vendors Oracle, Siebel, PeopleSoft and SAP. Siebel Systems 1H03 CRM Magic Quadrant Summary 3 June 2003 Michael Maoz Siebel demonstrates the deepest understanding in the CRM application market of the key business processes that drive sales, marketing and service organizations of large enterprises across multiple industry verticals, and Siebel has the applications to support that understanding. Siebel CRM Sales Solutions 22 May 2003 Rochelle Shaw Siebel Systems offers a family of customer relationship management (CRM) applications that spans across sales, marketing, service, interactive selling, partner relationship management (PRM), employee relationship management (ERM) and analytics. Siebel to Stop Janna Support, Offer Upgrade to Finance 7 31 March 2003 Kimberly Collins Siebel's discontinuation of Janna support will have limited impact on its customer base. Those seeking business-to-business financial services customer relationship management solutions can use Siebel Finance 7. Gartner's 2003 CRM Magic Quadrants 31 March 2003 Claudio Marcus Gartner's customer relationship management Magic Quadrants continue to show the fragmentation of the market with a large number of best-of-breed vendors in every category. CRM Suite Magic Quadrant 2003: Business-to-Consumer 13 March 2003 Gareth Herschel Michael Maoz Siebel Systems remains the only leader in the customer relationship management B2C Magic Quadrant; others, such as E.piphany and PeopleSoft, rival the leader on vision. CRM Suite Magic Quadrant 2003: Business-to-Business 28 February 2003 Michael Maoz Gareth Herschel Through 2005, no customer relationship management suite will, once deployed, give a large enterprise a complete solution. This Magic Quadrant evaluates CRM suites that will form the core of a wider CRM ecosystem. EMEA Sales Applications Magic Quadrant 1H03 28 February 2003 Ed Thompson Siebel Systems is the sole "leader" in the Sales Applications Magic Quadrant in Europe, Middle East and Africa. SAP has become a serious "challenger" and PeopleSoft is the only "visionary." Siebel Partnership Will Help IBM Target Vertical Industries 31 January 2003 Jeff Comport Michael Maoz Massimo Pezzini Enterprises are flooded with customer service and support (CSS) information, but a lack of effective metrics and processes prevent many of them from making informed, real-time decisions during interactions that deliver business value to customers and the business. Management Update: 2003 CSS Predictions Stress Value of Customer Service 4 December 2002 Michael Maoz Esteban Kolsky Enterprises are flooded with customer service and support (CSS) information, but a lack of effective metrics and processes prevent many of them from making informed, real-time decisions during interactions that deliver business value to customers and the business. Siebel Announces Its Universal Application Network 21 May 2002 Brian Wood Siebel's Universal Application Network initiative is an attempt to provide a methodology for standards-based, vendor-independent application integration, which is likely to be too ambitious. Siebel 7 eBusiness Applications Marketing and Analytics Solution 26 April 2002 Jim Davies Siebel has significantly improved its marketing and analytical capability through internal development and acquisition. Although not yet an industry-leading portfolio, the gap is rapidly closing. Competing in a CRM Market Dominated by Siebel Systems 24 April 2002 Scott Nelson Rival vendors are trying to play "catch-up" with Siebel, which is the dominant CRM provider. A better strategy is to differentiate their products, enabling them to arrive at the future faster than Siebel, while offering users more choices. B2B CRM Suites 1H02 Magic Quadrant: Finding the Value 27 February 2002 Michael Maoz The ability to deliver value to customers must drive CRM suite selection. Costs, services, viability, technical architecture and vision are major challenges. By 1Q03, offerings from traditional ERP vendors will be compelling. Siebel 7: Cost Justification/Complexity Determine Timing 14 January 2001 Michael Maoz Jeff Comport Type A Siebel users will migrate to r.7 products in 1H02 to leverage the zero client architecture/enhanced functionality. Heavily customized sites should wait until 2H02, when early adopters' experiences have been analyzed.

Lead Analyst Michael Maoz

19 May2004	Overall Rating: Positive
Wendy S. Close Siebel Systems extends the reach of its customer relationship management (CRM) offerings, and defends its enterprise base against application service providers (ASPs), with Siebel CRM OnDemand — Industry Editions. Siebel Boosts CRM OnDemand With Industry Editions 14 May 2004

10 May2004

Overall Rating: Positive

Michael Maoz
Siebel Systems continues to improve the quality of its software, architecture, delivery and pricing model, while ERP vendors offer lower-cost bundled software. Limited marketing focus will hamper the rapid growth of the Siebel OnDemand product.
Vendor Rating Update: Siebel Systems, 2Q04
7 May 2004

Ratings Changes

Financial	up from Promising

Cash Position	up from Positive

Marketing	down from Positive

Organization	down from Positive

ESP Support	down from Strong Positive

Beth L. Eisenfeld
Complex customer relationship management deployments using Siebel Enterprise can cost from $17 million to $37 million over five years; return on investment ranges from 13 percent to 39 percent. Siebel is costly, but worth it.
Siebel Enterprise's High Cost Is Balanced by Strong ROI
4 May 2004

5 May2004	Overall Rating: Positive
John Radcliffe Siebel's acquisition of Eontec addresses an ongoing branch renewal trend. The move illustrates Siebel's commitment to retail banking, but the company must prove it can successfully sell the new products in U.S. markets. Siebel Reaches for Retail Banking With Eontec Acquisition 26 April 2004

29 January 2004	Overall Rating: Positive
Michael Maoz Siebel Systems will acquire Ineto Services, whose hosted contact center solutions appeal to midsize businesses. However, the deal increases the urgency for Siebel of building an adequate support capability. Ineto Acquisition Will Boost Siebel's Appeal to Midsize Firms 22 January 2004

22 July 2003	Overall Rating: Positive
Adam Sarner With its purchase of e-mail marketing vendor BoldFish, Siebel will offer that company's capabilities as a separate package or integrated into the Siebel Marketing suite. Siebel will likely try to "upsell" customers of the stand-alone product. Siebel Improves Its E-Mail Marketing With BoldFish Acquisition 9 June 2003

29 April 2003

Overall Rating: Positive

Michael Maoz
Siebel Systems surpasses competitors in developing and delivering customer relationship management applications. Challenges await as it migrates to new technology, fends off competitors, and works on more flexible and usable products for wary buyers.
Vendor Rating Update: Siebel Systems, 1H03
28 April 2003

Ratings Changes

Financial	down from Strong Positive

Pricing	up from Promising

11 October 2002	Overall Rating: Positive
Scott Nelson Siebel is the leader in CRM market visibility. But through 2004, Siebel's challenge will be to deliver a business process integration solution open to competing technology.

3 June 2002	Overall Rating: Positive
Michael Maoz Through 2004, Siebel's task will be to deliver a business process integration solution open to competing technology approaches. It is the leader in market visibility, "mind share," marketing strength and independent software vendor partnerships. Vendor Rating: Siebel Systems 3 June 2002

Entire contents © 2004 Gartner, Inc. All rights reserved. Reproduction of this publication in any form without prior written permission is forbidden. The Gartner vendor ratings contained herein are based solely on Gartner's opinion of a vendor's vision and ability to execute regarding a specific product, service or performance area. The Gartner Vendor Ratings do not compare vendors to their competitors. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for the opinions, errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice.