"This is a contentious point," says Johann Coetzee, general manager of Dimension Data i-Commerce Software`s Siebel business unit. "Dimension Data believes these are so intertwined, the Group prefers to look at them together as interactive commerce."
The purpose of i-Commerce, where there is interaction with a customer-centric focus across all communication channels, is to maximise the mutual value of e-commerce and CRM.
Companies that have established successful eBusinesses are not just concerned with Internet applications. They also focus on managing and co-ordinating all customer touch points, such as the Web, the call centre, the field sales force, resellers, and partners - as part of a multitiered distribution strategy.
"From a technology point of view, the spotlight is on consolidation of applications that offer both CRM and e-commerce," says Coetzee.
One such offering is Siebel eBusiness 2000, a solution that allows organisations to manage, synchronise and co-ordinate sales, marketing, and customer service across all communication channels and points of customer contact - including the Web, the call centre, field sales and service, and reseller channels.
Siebel eBusiness 2000, the sixth major release of the Siebel eBusiness applications, represents the most complete and comprehensive family of eBusiness application software available.
"This software allows organisations to increase their productivity, enhance customer satisfaction, and maximise revenue and profit by capitalising on every moment of value in each customer interaction-anytime, anyplace, in any currency, and in any language," he says.
He says an organisation`s goal should be to create one unified database of customer information that is integrated seamlessly among both front and back office business functions. The more widely available customer information is throughout the enterprise, the more valuable it becomes.
And this value cannot be underestimated. During one recent survey conducted by the Aberdeen Group, 93 percent of CEO`s ranked satisfying and retaining customers as one of the most critical factors to the success and competitiveness of their companies. Having access to complete customer information - and using that knowledge to be proactive in customer interactions - is essential for any company that wishes to thrive in today`s networked marketplace.
Comprised of best-of-class applications in every category of eBusiness software, Siebel eBusiness 2000 provides organisations with a single source of customer information that organisations can use to tailor offerings to meet the unique needs of each customer.
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Dimension Data
Dimension Data is a leading global network services and i-Commerce solutions provider, focused on enabling enterprises, telecommunications service providers and new economy companies to communicate and transact effectively in an e-enabled environment.
Listed on the London Stock Exchange, Dimension Data is ranked in the FTSE 100 and operates in over 30 countries on six continents. The Group has achieved a compound annual growth rate in US dollars of 78% in revenue and 38% in basic earnings per share over the past two years.
Siebel eBusiness 2000
Siebel eBusiness 2000 dramatically expands the reach and functionality of Siebel Systems` industry-leading family of eBusiness applications with 28 new products and broad enhancements, including:
- Expanded suite of Siebel .COM applications for directly selling, marketing, and providing customer service over the Internet, including the new Siebel Personalization 2000, the industry`s first personalisation server that tailors the customer experience across all communication channels; the new Siebel eChannel 2000 product linking organisations to their channel partners; Siebel ePricer, a pricing configurator that ensures that every order over the Web is correctly priced; new tools that speed and streamline the process of customising Web applications; and a spectrum of powerful new application functionality that makes each Siebel.COM product the best in its class;
- Expanded Siebel eBusiness Application Integration (EAI), an enhanced architecture, tool set, and suite of pre-built connectors that make it fast and efficient for Siebel Systems, its partners and customers to build robust connections between Siebel eBusiness 2000 and leading ERP applications from SAP, Great Plains, JD Edwards, Lawson, and Oracle;
- Broad new functionality for the best-of-class Siebel Sales, Siebel Marketing, Siebel Service, Siebel Call Center, Siebel Field Service, and Siebel eConfigurator applications; New Siebel Wireless software that transforms the telephone into a true eBusiness platform by enabling field personnel to access sales and service information with their mobile phones; and new Siebel Voice software that makes critical information available over the phone by recognising the user`s voice. <