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Duration 14 hours
Course Outline
Introduction to Oracle Siebel CRM
- Definition of customer relationship management
- Strategic significance of CRM for government operations
- Core capabilities and advantages
- Siebel CRM functional modules
- Interface navigation and user interaction
- Establishing user accounts and access roles
Configuring Siebel Applications
- Summary of Siebel administrative tools
- Fundamental configuration procedures
- Development and administration of data models
- Setup of business components and objects
- Regulation of system-wide preferences
- Development and administration of business workflows
- Automation of CRM operational processes
- Modification of the user interface
- Tailoring user interactions and experiences
Managing Customer Data
- Validation of data integrity and completeness
- Data cleansing methodologies
- Data ingestion and extraction procedures
- Identification and administration of customer segments
- Utilization of segmentation for targeted outreach
- Contact and account record administration
- Initiation and tracking of service requests
- Resolution of customer cases and inquiries
Advanced Features and Optimization
- Oversight of sales pipelines and opportunities
- Forecasting and quota administration
- Design and execution of marketing initiatives
- Lead acquisition and development strategies
- Administration of customer support and service operations
- Establishment of service level agreements (SLAs)
- Integration of Siebel CRM with ERP and external systems
- Assurance of consistent data exchange across platforms
- Mobile device utilization of Siebel CRM
- Mobile application setup and operational use
Reporting and Best Practices
- Generation and customization of analytical reports
- Application of dashboards and visual data representations
- Key performance indicators relevant to CRM
- Surveillance and assessment of operational metrics
- Protection of data security within the CRM environment
- Adherence to regulatory standards and compliance requirements
- Adoption of best practices for CRM administration
- Identification and resolution of common technical issues
- Utilization of Oracle support resources
Summary and Next Steps
Requirements
- Foundational understanding of CRM principles
- Familiarity with Oracle application ecosystems
Target Audience
- CRM managers
- Business analysts
- System administrators
Testimonials (5)
The flow and build up to each topic.
Jainoodien Salie - Vodacom
Course - Oracle Siebel
I enjoyed the hands-on exercises
Samson Makelani - Vodacom
Course - Oracle Siebel
the trainers knowledge as he was able to answer our questions easily and direct us accordingly
Glennita van Rooyen - Vodacom
Course - Oracle Siebel
Added infdormation which the training provideed to gove more glarity to the theory
Jonathan Africa - Vodacom
Course - Oracle Siebel
It was good overall.