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Oracle’s Siebel CRM Named A Leader in Independent Research Firm’s Latest Customer Service Management Software Report


Forrester Research, a leading independent research firm, has recognized Oracle’s Siebel CRM as a “Leader” in record-centric customer service management software in the latest Forrester Wave Evaluation: Customer Service Management Software, Q2 May 2007. Forrester also names Oracle’s Siebel CRM On Demand as a leader in the same category in this recent report.
Forrester evaluated leading customer service management software vendors across 180 criteria to assess strengths and weaknesses in three areas: current offering, strategy and market presence.

According to the Forrester report, the Siebel CRM customer service suite is “especially strong in B2B customer service environments, where its full relationship management capabilities can be exploited”.1 Specifically, Siebel CRM is recognized for being “able to satisfy complex, enterprise customer record requirements.... Siebel CRM, the pioneer in customer service applications, covers all major customer service functional areas.” 2

“Exceptional service is more than customer satisfaction. It’s about consistently exceeding customers’ expectations, uncovering new revenue opportunities and having the right information to make appropriate service decisions at the right time for each customer,” said Oracle Vice President of CRM Strategy Mike Betzer. “As a market leader, Oracle provides the widest range of solutions, best practices and deployment options for customer service organizations.”

The full 2007 Forrester Wave Customer Service Management Software report can be found at the following URL -

1 The Forrester Wave(TM): Customer Service Management Software, Q2 2007 by Chip Gliedman
2 The Forrester Wave(TM): Customer Service Management Software, Q2 2007 by Chip Gliedman


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