If you are serius about the CRM: One of the best documents on CRM ever created. Exptact from Siebel Systems annual report.

1. Siebelmeans
Siebelmeans
Siebelmeans
Siebelmeans
Siebelmeans
Siebelmeans

2. ROI
solutions
service
success
continuity
opportunity

3. 22 Siebel Systems, Inc. 2003 Annual Report
Proven Products and Technology Leadership
Siebel Systems provides business software The Siebel Application Suite consists of the
solutions that empower organizations and the following complementary offerings:
people in them to deliver superior customer 1. Siebel Industry Solutions
experiences and proven business results. 2. Siebel CRM
Siebel is a leading provider of customer 3. Siebel Incentive Compensation Management
relationship management solutions and 4. Siebel Analytics
solutions for business intelligence, integration, 5. Universal Application Network and
and employee relationship management. Siebel Universal Customer Master
6. Siebel CRM OnDemand
1. Siebel Industry Solutions
Public Sector Communications Finance Life Sciences High Technology Insurance and
and Media Healthcare
Siebel Public Sector Siebel Siebel Finance for Siebel Clinical Siebel High Tech Siebel Healthcare
Communications for Institutional Finance
Wireless Carriers
Siebel Siebel Finance for Siebel Medical Siebel Insurance
Communications for Retail Finance
Wireline Carriers
Siebel Media Siebel Pharma
2. Siebel CRM
Call Center and Service Sales Customer Order Management Marketing
3. Siebel Incentive Compensation Management
4. Siebel Analytics
5. Universal Application Network and Siebel Universal Customer Master
6. Siebel CRM OnDemand

4. 23 Siebel Systems, Inc. 2003 Annual Report
Proven Products and Technology Leadership
Travel, Transportation, Consumer Goods Energy Complex Retail Automotive
and Hospitality Manufacturing
Siebel Hospitality Siebel Consumer Siebel Chemicals Siebel Aerospace Siebel Retail Siebel Automotive
Goods and Defense
Siebel Travel and Siebel Energy Siebel Industrial
Transportation Manufacturing
Siebel Oil and Gas
Partner Relationship Management Field Service Employee Relationship Management CRM Professional Edition

5. 24 Siebel Systems, Inc. 2003 Annual Report
What Is CRM?
The Siebel CRM Solution
CRM is an integrated approach to identifying, Siebel applications provide the most comprehensive multichannel
acquiring, and retaining customers. solution that allows organizations to manage, synchronize, and coordinate
customer interactions across all channels.
By enabling organizations to manage and
• Siebel Sales helps organizations grow revenues more quickly, predictably,
coordinate customer interactions across and profitably by helping them focus on the right deals at the right time.
multiple channels, departments, lines of • Siebel Customer Order Management supports complex pricing and
business, and geographies, CRM helps product configuration, quote approval, availability checking, and credit
and payment verification to ensure customer orders are complete, valid,
organizations maximize the value of every and accurate.
customer interaction and drive superior • Siebel Call Center and Service applications support end-to-end, closed-
corporate performance. loop service and enable organizations to increase service profitability,
reduce cost per contact, optimize resource management, and enhance
customer satisfaction and loyalty.
• Siebel Field Service enables organizations to profitably manage all
Today’s organizations must manage customer interactions across multiple aspects of their service operations, from preventive maintenance to
communications channels—including the Web, call centers, field sales, invoicing and advanced parts exchange.
and dealer or partner networks. Many organizations also have multiple
• Siebel Marketing applications provide a complete closed-loop solution
lines of business with many overlapping customers. The challenge is
that enables organizations to better understand their customers; execute
to make it easy for customers to do business with the organization any
personalized campaigns synchronized across all channels; and optimize
way they want—at any time, through any channel, in any language or
strategies through continuous testing, measurement, and feedback.
currency—and to make customers feel that they are dealing with a single,
unified organization that recognizes them at every touchpoint. • Siebel Partner Relationship Management automates and streamlines
channel business processes, facilitates collaboration, supports real-time
business-to-business integration with partners, and provides powerful
insight into performance and effectiveness across the entire partner
Multichannel CRM network.
• Siebel Incentive Compensation enables organizations to manage and
Web and Email Analytics modify their compensation plans so that employee and partner
behaviors are aligned with corporate strategy.
• Siebel CRM Professional Edition provides deep and focused CRM
Customers Call Center functionality across sales, marketing, and customer service, packaged
and priced to specifically meet the requirements of small and midsize
Customer Back Office
businesses.
Field Information
• Siebel CRM OnDemand provides a fast, easy, and affordable hosted
CRM service that organizations of any size and in any industry can
rapidly deploy to get immediate results, with no up-front investment.
Partners Marketing
CRM for Everyone
Siebel Systems is committed to delivering “CRM for Everyone”—to any
Why Is CRM Important to an Organization? type or size of organization, in any industry, with any type of user.
The benefits of CRM are clear: By streamlining processes and providing We offer a broad range of CRM solutions and a highly flexible choice
sales, marketing, and service personnel with better, more complete of deployment options—including hosted, on premise, or hybrid
customer information, CRM enables organizations to establish more combinations of hosted and on premise.
profitable customer relationships and decrease operating costs.
• Sales organizations can shorten the sales cycle and increase key sales Enterprise Siebel CRM OnDemand Siebel CRM Enterprise
performance metrics such as revenue per sales representative, average Applications
Hybrid
order size, and revenue per customer • Preintegrated with Siebel • Deep vertical capabilities
CRM enterprise applications • Unparalleled customization
• Marketing organizations can increase campaign response rates and • Rapid deployment for and scalability
marketing-driven revenue while simultaneously decreasing lead single division • Powerful integration
• Easy to use, immediate results capabilities via UAN
generation and customer acquisition costs • Affordable per-user pricing
• Customer service organizations can increase service agent productivity
and customer retention while decreasing service costs, response times,
and request resolution times Small and Siebel CRM OnDemand Siebel CRM Professional
Midmarket Edition
Hybrid
Across every sector and industry, effective CRM is a strategic imperative • Easy to use • Deep functionality tailored
for corporate growth and survival. Research has shown that companies • Fast results for small/medium-sized
• Preintegrated with Siebel businesses
that create satisfied, loyal customers have more repeat business, lower CRM Professional Edition • Flexibility of pricing
customer acquisition costs, and stronger brand value—all of which translate • No up-front costs • Complete CRM solution
into better financial performance.
Hosted On Premise

6. 25 Siebel Systems, Inc. 2003 Annual Report
Gartner Magic Quadrant Placements
What Is CRM?/Gartner Magic Quadrant Placements
Siebel Placed in Leader Quadrant in 5 out of 5 The Magic Quadrant Framework
Gartner CRM Magic Quadrants* The Magic Quadrant is a Gartner methodology through which enterprises
can compare and evaluate a set of vendors from a specific technology
Gartner Magic Quadrant Quadrant Position market by means of a matrixed representation of their performance,
as judged against a set of objective and subjective criteria.
Magic Quadrant for CRM B2B Leader Quadrant
Large-Enterprise Suites, 2004 Leader Leaders are performing well today, have a clear
vision of market direction, and are actively building
R. DeSisto, M. Maoz, 29 January 2004 competencies to sustain their leadership position in
the market.
Magic Quadrant for Leader Quadrant Challenger Challengers execute well today, but have a less-defined
Business-to-Consumer view of market direction and, therefore, may not be
CRM Suites aggressive in their preparation for the future.
G. Herschel, J. Radcliffe, K. Collins, Visionary Visionaries have a clear vision of market direction and
are focused on preparing for that, but they can still
M. Maoz, 12 March 2004 improve in terms of optimizing service delivery.
Magic Quadrant for Leader Quadrant Niche Player Niche Players focus on a particular segment of the
CRM CSS Suites, 2004 client base, as defined by characteristics such as size,
vertical, or project complexity. Their ability to outperform
M. Maoz, 27 January 2004 or innovate may be impacted by this narrow focus.
The Magic Quadrant is copyrighted January and February 2004 by Gartner, Inc. and is reused
Magic Quadrant for CRM Leader Quadrant with permission. Gartner’s permission to print its Magic Quadrant should not be deemed to
Field Service Management, 2004 be an endorsement of any company or product depicted in the quadrant. The Magic Quadrant
is Gartner’s opinion and is an analytical representation of a marketplace at and for a specific time
period. It measures vendors against Gartner-defined criteria for a marketplace. The positioning
M. Maoz, 3 February 2004 of vendors within a Magic Quadrant is based on the complex interplay of many factors.
Magic Quadrant for Leader Quadrant
CRM Sales Suite Vendors, 2004
R. DeSisto, J. Galvin, 28 January 2004
*As of March 23, 2004, Gartner published a total of six CRM Software Magic Quadrants including
Marketing Resource Management (MRM), for which Siebel was not evaluated in 2004.

7. 26 Siebel Systems, Inc. 2003 Annual Report
Siebel 7
Setting the Standard for Performance, Siebel 7 Delivers Best-in-Class CRM
Functionality, and Lowest Total Cost Feature Benefit
of Ownership Smart Web Architecture • Fast, easy-to-use, and highly intuitive
browser-based Web client for CRM
• Provides rich levels of interactivity
Siebel 7 is the seventh major release of Siebel previously available only from
desktop applications
Systems’ suite of CRM enterprise applications. • Increases satisfaction and productivity
Siebel 7 sets the bar for delivering the most for employees and customers
functionally complete and highest-performance Depth and Breadth • Finely tuned to support industry-
of Functionality specific business processes,
suite of CRM applications that meet the enabling organizations to leverage
requirements of the world’s largest and most best practices for sales, marketing,
and service
demanding enterprises. • The most comprehensive and
functionally complete CRM
offering available
Market-Leading Proven Products and Technology
Comprehensive • Establishes a common view
With more than $1.4 billion invested in product development over ten years,
Multichannel Capabilities of the customer
Siebel Systems has engineered the world’s leading CRM application suite.
• Allows the synchronization of
Siebel applications are the standard for the largest enterprise-wide CRM
customer interactions across
deployments on the planet, such as IBM (with 60,000 users), HP (57,000
all channels
users under deployment), and BT (28,000 users). No other vendor has
• Increases productivity, maximizes
referenceable customers with CRM deployments of this scale. Leading
revenue and profit, and significantly
companies worldwide rely on Siebel for proven CRM success.
enhances customer satisfaction
Empowering People to Deliver Proven Business Results Industry-Specific Applications • Comprehensive out-of-the-box
Siebel applications are used by 2.2 million people at more than 4,000 functionality streamlines processes
organizations globally to deliver exceptional customer experiences and through best practices
proven business results. According to a third-party audit, Siebel customers • Minimizes customization,
have achieved substantial benefits from their Siebel deployments: In 2003, significantly reducing total cost
they reported on average increases of 8% in revenue, 13% in customer of ownership
retention, and 18% in both customer satisfaction and employee productivity,
Analytics Everywhere • Delivers personalized, role-based
as well as an 8% decrease in operating costs.
intelligence to employees, partners,
and customers, just in time
Industry Applications Reduce Cost, Minimize Risk, and Speed Deployment
• Improves decision response time
Siebel Industry Applications provide deep functionality, best practices,
and decision results
analytics, and business processes that are tailored to meet the specific
requirements for more than 20 industries and industry segments. Employee Relationship • Aligns organizations around key
For Siebel customers, this means fewer customization needs, faster Management objectives through corporate-wide
deployments, and reduced cost and risk. access to resources, news, and
other information
Lowest Total Cost of Ownership • Drives superior business execution
Total cost of ownership is a function of multiple cost drivers, including through performance management,
configuration, operation, integration, and usability. With each successive training, and employee self-service
release, Siebel 7 has been engineered to drive cost out of these factors,
Universal Application Network • A vendor-independent integration
enabling customers to significantly reduce their total cost of ownership.
and Web Services Support solution, UAN is based on Web
Services standards
Siebel Production Users • Allows business processes to be
executed across the enterprise—
2,500,000 reducing integration costs and
accelerating time to market
2,170,000
Global Deployment Support • Enhancements to Unicode support,
2,000,000 multilingual data, installation, and
localization for global deployments
enable Siebel 7 to lower
deployment and maintenance
1,500,000
1,290,000
costs for global organizations
Automated Upgrades • Automated upgrades of data and
960,000 customizations, desktop integration,
1,000,000 and scripting support help to shorten
the time required for upgrading
590,000 • Results in a faster, more
comprehensive, and simpler
500,000
upgrade method
200,000
60,000 Low Total Cost of Ownership • By reducing costs in the critical
20,000
areas of customization, configuration,
0 1997 1998 1999 2000 2001 2002 2003 integration, maintenance, upgrades,
and training, and by minimizing
Production user counts are based on a subset of all Siebel implementations where deployed deployment risk, Siebel 7 delivers
user counts are known and then are extrapolated to the total set of Siebel implementations.
In Q4 2003, the sample size consisted of approximately 1,000 implementations with an average a low total cost of ownership
number of users equal to 981. Figures have been rounded to the nearest 10,000.

8. 27 Siebel Systems, Inc. 2003 Annual Report
Acknowledged Industry Leadership
Siebel 7
Ongoing Analyst Recognition for META Group Continues to Place Siebel
Industry Excellence Systems as Clear Leader in CRM
In an evaluation of a field of ten CRM vendors, industry analyst META
/Acknowledged Industry Leadership
Group placed Siebel Systems as the only vendor in the leadership area
Industry analysts continue to recognize for the second year of the METAspectrum evaluation of the CRM industry.
Siebel Systems as a global CRM software According to META, “Leaders exhibit excellence in several key areas:
customer life cycle management vision, ecosystem investment strategy,
leader, citing Siebel Systems’ excellence execution, feature/function depth, mindshare, technology/architecture,
in vision, execution, architecture, technology, value management, vertical coverage, and viability.” META Group released
its analysis in an April 2003 report entitled “CRM Application Suites,
industry-specific product functionality, and METAspectrum Evaluation.”
domain expertise. Across a spectrum of
products—from sales to service to partner
relationship management—and across a CRM Suite Vendor Landscape
diverse range of geographies—EMEA, North 100
America, and worldwide—Siebel Systems is
acknowledged as a company redefining CRM Leader
to the increasing benefit of its customers. 80
Siebel
PeopleSoft
Performance
60
“CDI [Customer Data Integration] Leaders Challenger
exhibit excellence in several key areas to the Oracle
E.piphany
SAP
degree that they surpass the broad group of 40 Amdocs Pivotal
CDI challengers. Acxiom, DWL, and Siebel Chordiant
Onyx
are currently the vendors whose position in Kana
the leader sector is predicated in part on 20
Follower
excellence in the areas of vision/strategy,
channel strategy, and vertical focus.” 0
Source: META Group.*
Date of analysis: April 1, 2003.
Presence
META, “META Group Market Review: Customer Data Integration, 2003/04”
0 20 40 60 80 100
*META Group, Inc., “METAspectrum 3.1 CRM Application Suites,” Steve Bonadio, April 1, 2003.
“Leaders exhibit excellence in several key
areas: customer life cycle management vision,
ecosystem investment strategy, execution, Siebel Ranked “Excellent” in Industry Focus,
feature/function depth, mindshare, technology/ Market Share, and Investment
Siebel was the sole vendor to receive “excellent” ratings for the evaluation
architecture, value management, vertical categories of Industry Focus, Market Share, and Investments (investment
coverage, and viability. Despite the economic in both product R&D and the partner ecosystem). META confirmed the
challenges of 2002, Siebel is currently the only importance of industry-focused CRM applications, commenting that
“vendors’ CRM domain expertise surrounding specific business processes...
vendor whose position in the leader sector has become critical for facilitating application implementation and
reducing up-front application customization.”
is predicated in part on excellence in the
areas of vision/strategy and vertical focus.”
META, “2003 CRM Application Suites METAspectrum: Siebel Ranks at the Top in 9 of 15 Evaluation Categories
Part 1—Market Overview”
Evaluation Category Siebel Systems Ranking
Vision/Strategy • Top rank: Good/Very Good
Geographic Coverage • Top rank: Very Good
Business Drivers • Top rank: Good
Industry Focus • Top rank: Excellent
Investments • Top rank: Very Good/Excellent
Share • Top rank: Very Good/Excellent
Technology • Top rank: Good/Very Good
Agility • Top rank: Very Good
Personnel • Top rank: Good/Very Good

9. www.siebel.com/publicsector 28 Siebel Systems, Inc. 2003 Annual Report
Public Sector
Enabling Performance-Driven Government South African Revenue
Siebel Solution Sets for the Public Sector Service is saving
enable national, regional, and local
governments to deliver world-class service $3 million a day
to their key constituents, including citizens,
businesses, partners, and legislators. Used
using Siebel’s Single View
by leading government agencies worldwide, of the Taxpayer solution
Siebel Solution Sets for the Public Sector
support the evolution toward performance-
driven government—government that
addresses constituent needs efficiently and
effectively and delivers the highest return
on government and taxpayer investments. The City of New York Select Siebel Customers
expects to answer Social Services
Public Sector Imperatives Agefiph (France)
more than 14 million
• Improve Citizen Service: As pressure grows to improve the quality and Centers for Medicare &
speed of public services, citizens also want to interact with government
citizen calls annually, Medicaid Services
through multiple channels—Web, phone, face to face, mail, fax—and using Siebel Public City of Leeds
they want to traverse these channels at will, confident that government
will recognize them every step of the way.
Sector applications City of New York, Department
• Streamline Case Management: Government agencies process millions of Information Technology
of cases annually, the majority of which are managed using inefficient The Centers for & Telecommunications
and outdated systems and processes. Consequently, case management Commonwealth of Australia,
is often slow and cumbersome, leading to frustration for both citizens
Medicare & Medicaid
and agency employees. Services are utilizing Department of Family &
• Close Budget Gaps: Facing constant budget pressures, government Community Services
must become as efficient as possible in collecting fees and taxes,
Siebel applications to State of Kansas Department
while reducing costs. consolidate 69 stand- of Human Resources
• Improve Homeland Security: In an increasingly uncertain world,
homeland security is of paramount importance. Citizens want to feel
alone call centers
safe, and both private citizens and government agencies need to be into a single “virtual” Tax and Revenues
not only better informed, but also better able to share information.
call center that Commonwealth of Virginia,
• Increase Employee Productivity: Many governments worldwide face Department of Taxation
a looming human capital challenge and the daunting prospect of handles more than Royal Mail
delivering more services to an increasingly demanding public—but with
fewer resources than in the past.
42 million inquiries South African
from Medicare Revenue Service
Siebel Solution Sets for the Public Sector beneficiaries annually U.S. Census Bureau
U.S. Postal Service
• Citizen Response: Equips service representatives with timely, accurate
information, enabling them to respond quickly and effectively to citizen
inquiries. Also supports automatic call routing, enabling agencies to
Homeland Security
rapidly route calls to the appropriate experts. Citizenship and
• Immigration Services: Allows agencies to maintain better records of Immigration Canada
visitors and their stays as well as share information securely with U.S. Citizenship &
collaborating agencies. Also provides tools that streamline immigration
and citizenship procedures.
Immigration Services
• Benefits Case Management: Provides social services agencies with an
integrated case management solution that enables them to manage Nonprofit and Education
cases from initiation to close. By providing a 360-degree view of citizen American Heart
information, Siebel Public Sector enables optimal service and rapid case
resolution. Further, the solution streamlines case processing, leading to
Association, Inc.
higher employee productivity and greater citizen satisfaction. International Institute for
• Single View of the Taxpayer: By providing a consolidated view of Management Development
taxpayers, their past history, and all outstanding balances, tax agencies (IMD)
can improve collections while eliminating erroneous refunds.
• Better Manage Revenues: Assists agencies in growing and maintaining
Regents of the University
their revenue base by supporting targeted outreach campaigns, of Michigan
streamlined licensing processes, and superior service. Government
agencies can improve revenue generation while reducing service
expenses, resulting in an excellent return on investment.
• Defense Personnel and Logistics Management: Enables defense forces to
rapidly align around key objectives and improve operational and logistics
execution. Military organizations can provide soldier-centric services—
bolstering efforts to recruit, retain, and reward those serving in the
armed forces—all at reduced taxpayer cost.

10. 29 Siebel Systems, Inc. 2003 Annual Report
Public Sector
Citizenship and South African Revenue Service Leeds City Council Improving Citizen Response
Immigration Canada in New York City
Citizenship and Immigration Canada With more than 9.5 million taxpayer Leeds City Council is the government In January 2002, Mayor Michael
(CIC) manages the selection, records, numerous tax types, and leadership for the city of Leeds, the Bloomberg announced plans for the
admission, and processing of all multiple systems of taxpayer financial capital of Northern England, creation of a 311 Citizen Response
potential new citizens to Canada. records, South African Revenue with more than 750,000 citizens. Center to simplify government
Established in 1994, CIC currently Service (SARS) faced the daunting Leeds City Council initially deployed interactions for the 8 million New
aims to replace several of its current task of delivering high-quality Siebel Public Sector among 40 call York City residents who were then
legacy systems with a new integrated customer service while collecting center agents and 100 One-Stop faced with more than 40 different
solution. This set of applications revenues accurately and efficiently. Center customer service staff to call centers, 14 pages of phone
and infrastructure components will Faced with numerous views of its track citizen service requests and numbers, and a host of help lines
support all of CIC’s client case customers and extremely difficult provide resolutions quickly and in order to obtain service from
management, operations, and and complex account management accurately—saving more than city agencies. As a result of the
requirements and will replace processes, SARS used a time- $500,000 in annual customer confusion over where to find
outdated, nonintegrated legacy consuming, manual process to service costs and deploying on information, citizen access to city
systems. This project, the Global prevent issuing a refund related budget in five months’ time. services was inconsistent, and
Case Management System (GCMS), to one tax type when a customer service delivery was inefficient.
is an integral component of CIC’s might owe a larger balance for Recently, Leeds City Council
vision for the future and includes a different tax type. Utilizing Siebel expanded its use of Siebel Public “It’s not just a citizen
2,500 seats of Case Management Public Sector applications, SARS Sector applications to 2,500 social
Analytics in combination with quickly linked records from various service caseworkers in order to service hotline, it is
5,000 seats of Siebel Public Sector systems to produce one aggregated deliver consistent, rapid, and effective the most powerful
Call Center. Siebel Public Sector account per taxable entity, giving case management. “If a child is
will leverage the lessons learned tax administrators instant debt referred to Social Services, we can management tool
from the CIC experience to bring equalization capabilities; SARS can use Siebel applications to quickly ever developed
to market a complete Immigration also now update numerous systems compile a complete profile of the
Services solution. As a charter of record through the single child and the circumstances,” for New York City
client, CIC will also influence the interface. This initial deployment says Eileen Wainwright, Director government. I can’t
future directions of the product has demonstrated that revenues for Strategy and Development.
to ensure its requirements are will not only increase with a single “These details are instantly sent imagine running the
continuously met. With recent view of the taxpayer, but that the to the relevant social worker for city without it.”
changes announced last month, new complementary systems will follow-up. Workflow ensures that
the newly formed Canada Border also create significant cost reduction the correct procedures occur quickly Michael Bloomberg,
Services Agency (CBSA) will and better citizen service. and in the right order.” This helps Mayor of New York City
also utilize the new system for Leeds to identify cases in hours as
interdiction and enforcement opposed to days—without the need To address this issue, the new 311
functions previously performed for prolonged telephone calls and Citizen Response System provides
by CIC. unnecessary paperwork. a single number for residents,
businesses, and visitors to initiate all
interactions with the city. All of the
city’s police precincts are networked
to the 311 system and calls,
complaints, and service requests are
routed to the appropriate police
precinct, allowing police to decide on
an effective response more quickly
than before. NYC 311 handles more
than 40,000 calls daily, making it
U.S. Postal Service postal service’s sales organization at the U.S. Postal Service today the largest 311 system in the
and information technology staff to more than 1,400. The postal United States. Ultimately, the 311
chose Siebel because of its ability service has nine areas of operation Citizen Response Center provides
to align all marketing and sales in the U.S. and Caribbean and city officials with a holistic view of
To support its ongoing efforts to systems into a unified, complete required a CRM solution that could citywide operations, empowering
integrate its sales and service view of postal customers and for not only handle the current scope them to allocate resources more
operations, the U.S. Postal Service its ease of integration with the of its operations and massive quickly and efficiently to address
is standardizing on Siebel Public existing Siebel project for the customer base, but also one that citizen needs.
Sector for its Sales Support Integrated Business Service had the capacity to expand to
Solution (S3) project. With more Network. These two projects bring other service fronts in the future. (From NY Times article entitled “New Yorkers
Love to Complain, and Hotline Is Making the
than 900 users nationwide, the the total number of Siebel users Most of It,” December 1, 2003, by Winnie Hou.)

11. www.siebel.com/communications 30 Siebel Systems, Inc. 2003 Annual Report
Communications and Media
Maximizing Customer Loyalty and 9 of the top 10 Global
Profitability in the Communications 500 telecommunications
and Media Industries companies have selected
Siebel CRM
Designed specifically for service providers
in the local, long distance, broadband,
cable, satellite, wireless, Internet, and media
content industries, Siebel Solution Sets
for Communications and Media enable
organizations to enhance customer service,
streamline sales operations, improve
collaboration across the demand chain,
increase marketing effectiveness, and
90%
improve the customer buying experience. Median ROI for Siebel Select Siebel Customers
Communications and Media
Customers Wireline
Industry Imperatives BT
NTT Communications
Wireline
• Defend the core
Wireless
• Improve customer
Media
• Reduce customer
8% Telecom Italia S.p.A.
Telstra Corporation Limited
business understanding churn Revenue Increase
• Drive customer • Increase customer • Up-sell and cross-sell
retention value • Widen the net into new
Wireless
• Reduce operating
costs
• Expand into new
• Drive customer
retention
• Improve operational
customer segments
• Improve ad sales
effectiveness
12% Sonofon A/S
T-Mobile
Telecom Italia Mobile S.p.A.
markets efficiencies • Reduce operational
Customer Retention
• Offer new, value- • Improve partner costs Increase Virgin Mobile USA
added services effectiveness • Improve visibility into Vodafone Telecel
key performance Comunicacoes Pessoais,
metrics
23% S.A.
Siebel Solution Sets for Employee Media
Communications and Media Productivity Gains Business Week
DIRECTV Operations, Inc.
Wireline Wireless Media Dun & Bradstreet Holdings
• Intelligence-Driven
Marketing: Enables
• Intelligence-Driven
Marketing: Improves
• Subscriber Life Cycle
Management:
23% LexisNexis
Reuters Limited
score-based segmentation and Leverages customer
Customer
segmentation of campaign targeting, management best Satisfaction Increase
customers, proactive resulting in increased practice to improve the
churn management, marketingeffectiveness customer experience
and closed-loop
campaign
management
• Deliver the Perfect
Order: Streamlines
quote-to-contract
while decreasing
service costs
• Ad Sales Management:
13%
• Partner Network process, reducing Provides complete
Operating Costs
Optimization: transaction costs view of the customer Decrease
Supports collaborative and improving the and streamlines sales
sales, service, and customer buying processes, leading to
marketing programs experience improved ad sales
Return on Siebel
with partners and • One-and-Done Service: effectiveness Investment:
resellers Provides a 360-degree • Deliver the Perfect
• One-and-Done view of the customer, Order: Automates the
18 Months
Service: Provides resulting in shorter customer order
comprehensive view of resolution times and process, reducing Source: Satmetrix Systems surveys, 2003.
Figures are median values based on all
customer information, increased customer transaction costs and quantitative responses provided on all 2003
resulting in shorter satisfaction improving the quarterly customer surveys.
resolution times • Optimize Partner customer buying
• Deliver the Perfect Networks: Improves experience
Order: Streamlines the collaboration across • Optimized Field
customer order the demand chain, Service: Streamlines
process by providing leading to improved work processes for
intelligent partner-delivered delivering service in the
recommendations service and higher field, resulting in cost
and simplifying partner-driven savings and improved
service negotiation revenues customer service levels

12. 31 Siebel Systems, Inc. 2003 Annual Report
Virgin Mobile USA Achieves “Now” Customer Service
Communications and Media
A joint venture between Virgin Using Siebel Workflow to Deliver
Group and Sprint, Virgin Mobile “Now” Service
is the first mobile virtual network Since Virgin Mobile offers Pay
operator (MVNO) in the United As You Go service, it’s critical that
States—and the nation’s first customers can quickly and easily
wireless service to solely target “Top-Up” their accounts. When
the youth market. Instead of an automatic top-up trigger
undertaking the expense of is activated—for example, when
building its own cellular network a low balance threshold is
infrastructure, Virgin Mobile reached—Siebel Workflow sends
utilizes Sprint’s wireless network the transaction out through BEA,
to deliver service to its customers, charges the customer’s credit card,
while retaining all responsibility updates the balance information,
for all aspects of the customer and sends a text message
experiences, including customer confirming top-up to the customer’s
service, billing, development of the cell phone. “All four core systems
handset user interface, design and can execute a customer’s request
maintenance of the Web site, and in seconds,” says Parks, “so there
the selection of handsets. is virtually no latency between
request and execution.”
The Customer Service Imperative
Virgin Mobile USA realized early
on that providing the best
Empowering the Call Center
Siebel Communications has also
“Siebel offers the greatest
customer service in the industry
would be vital to its success.
improved productivity in Virgin
Mobile’s “At Your Service” call
value at the lowest risk.
“We are fundamentally different center. “In focus groups with both
from any other operator in North
America,” says Mike Parks, CIO,
novice and expert customer service
representatives, the feedback has
I don’t know why anyone
Virgin Mobile USA. “Although we
are running on top of the Sprint
been very positive,” says Parks.
“A number of these agents have
would choose anything else.”
network, our customers have been in environments where they
Mike Parks, CIO, Virgin Mobile USA
a uniquely Virgin Mobile experience. have to page through multiple
Everything that happens—in terms screens to get what they need to
of customers’ interactions with serve a customer. With Siebel,
our user interface, Web site, and all of the functionality is available
customer care environment—is to them on the screen, and
supported by systems that Virgin handling specific customer
Mobile integrated, built, or situations is managed through
customized. Another differentiator screen pops. As a result, we can
is that, because we are Pay As You handle the vast majority of
Go, we need to be very real time. inquiries with no transfers.”
If a customer’s balance goes to
zero, they want to put additional Customer Service Levels
money into their account and make above Industry Average
another call instantaneously—they The customer service focus at
don’t want to wait 24 hours. It’s Virgin Mobile has resulted in real,
critical that we are able to deliver measurable results. “From the
a ‘now’ offering.” onset, we contracted a third party
to provide customer service
Needed: Real-Time Offerings monitoring. We’ve experienced very
for Outstanding Service high service levels, scoring higher
Virgin Mobile’s vision required than industry averages by 10 to 15
applications that could support points,” says Parks. “In fact, we’re
the delivery of a real-time already approaching world-class
experience at any time of day, service levels. From day one,
across multiple channels. To help we’ve had a real focus on providing
meet that challenge, Virgin Mobile a very positive experience to our
turned to Siebel Communications. customers, whether they’re dealing
“Siebel Communications was the with automated voice response or
most comprehensive and reliable a live agent.”
solution that we evaluated,” says
Parks. “I had experience with Siebel Looking forward, Virgin Mobile is
applications in a prior company, considering Siebel Communications
and we were very comfortable for customer life cycle management.
with the quality of Siebel Systems’ “We’re looking at ways to use Siebel
support infrastructure, as well to help us better understand
as with the responsiveness of the our customers’ behaviors and
local account team and the Siebel preferences, and to start crafting
Communications product team.” offers that could expand their
relationship with Virgin Mobile,”
says Parks. “That’s the next level
of sophistication.”

13. www.siebel.com/finance 32 Siebel Systems, Inc. 2003 Annual Report
Finance
Deepening Customer Relationships in 22 of the top 25 Global 500
Institutional Finance and Retail Banking banks are Siebel customers
37 of the top 50 Global 500
Siebel Solution Sets for Finance enable banks are Siebel customers
organizations in the institutional finance
and retail banking industries to maximize Siebel has 130,000 users
customer profitability, improve customer in production in the world’s
satisfaction and retention, and streamline top 10 banks alone
the account and credit origination processes
to lower operating costs.
Industry Imperatives
Institutional Finance Retail Banking
88%
Median ROI for Siebel Financial Select Siebel Customers
• Maximize customer profitability • Transform the branch experience
Services Customers
• Deliver differentiated service • Maximize customer profitability Abbey
• Regain investor trust • Increase customer retention
Allfirst Bank
Siebel Solution Sets for Finance 8% Australian Finance Group Ltd.
Banco de Galicia y
Revenue Increase Buenos Aires, S.A.
Institutional Finance Retail Banking
Bank of America Corporation
• Profitable Cross-Selling: Improves • Branch Transformation: Equips
commercial bankers’ ability to
cross-sell noninterest, higher-
branch personnel with fully
integrated sales, service, analytics,
13% Bank of Montreal
Barclays Bank Plc
Countrywide Home
margin products such as cash and robust financial transaction Customer Retention
management and treasury processing capabilities, enabling
Increase Loans, Inc.
services to their existing customer them to deliver an outstanding Deutsche Bank AG
base, leading to greater profitability customer experience. Automates
• Customer-First Service: Enables the offer management and referral
Dresdner Bank AG
commercial banks to retain their
most valuable customers by
capture process for tellers, platform
officers, and managers, leading to
18% First National Bank of Omaha
Fleet National Bank
improving overall customer increased sales per employee in Employee HSBC Investment Bank Plc
knowledge and by supporting the branch channel.
proactive, personalized service • Service to Sales: Ensures that all
Productivity Gains RBC Financial Group
• Trusted Advisor: Provides customer inquiries are addressed Scudder Financials
investment management efficiently with minimal errors Société Générale
professionals with tools that enable
them to more effectively target
across all channels, leading to
higher customer satisfaction
18% Standard Chartered Bank
The Bank of New York
their customers with tailored and retention. Customer
cross-sell and up-sell offers, • Relationship-Powered Lending: UBS AG
leading to greater customer Equips lending officers with
Satisfaction Increase
profitability and loyalty detailed customer intelligence
and supports an end-to-end sales
and credit origination process,
leading to increased revenue
8%
and reduced processing times. Operating Costs
Decrease
Return on Siebel
Investment:
12 Months
Source: Satmetrix Systems surveys, 2003.
Figures are median values based on all
quantitative responses provided on all 2003
quarterly customer surveys.

14. 33 Siebel Systems, Inc. 2003 Annual Report
Helping Clients Succeed in Today’s Rapidly Evolving Markets
Finance
The Bank of New York, founded The Company began the
by Alexander Hamilton in 1784, implementation of its SFA system
is the United States’ oldest bank in July 2002, testing pilot programs
and the principal subsidiary of in its U.S. and European offices.
The Bank of New York Company, Successful pilots led to strategic
Inc., a financial holding company. deployment in remaining locations
With total assets of $92 billion, including Asia, the Middle East,
total assets under custody of South Africa, and Latin America.
$8.3 trillion, and operations in “We implemented our SFA system
33 countries, it’s also a global across all institutional product areas
leader in securities servicing for of the Bank, in over 30 countries,
issuers, investors, and financial which few if any other financial
intermediaries. The Company has institutions have been able to
a distinguished history of serving successfully manage,” says Miller.
global corporations, financial
institutions, asset managers, Significant Business Benefits
governments, nonprofit With the Siebel Finance solution
organizations, and individuals fully deployed, the Bank has
around the world through its five realized a host of benefits:
primary businesses: Securities
Increased Cross-Selling—Sales
Servicing and Global Payment
Services, Private Client Services
and Asset Management, Corporate
personnel are more quickly informed
of new business opportunities
“The technology foundation
around the world on a daily basis
Banking, Global Market Services,
and Retail Banking.
and are better able to coordinate
the sale of additional products into
provided by Siebel Finance
A Legacy of Acquisitions
Over the last decade, The Bank
existing and new relationships
Increased Employee Productivity
plays an important role in
of New York has made over 80
acquisitions worldwide, resulting
and Efficiency—Sales personnel
have a shared system for managing
helping us achieve our goals.”
in the broadest array of products contacts and activities, which
Bruce Miller, Senior Vice President, Institutional Cross Selling
and services offered in the industry leads to improved coordination of
and Strategic Sales, The Bank of New York
and the addition of thousands of individual and group sales activities
new customer relationships and
Better Planning of Sales Efforts—
contacts. Faced with increasingly
Management has deeper insight into
complex, cross-border customer
the sales pipeline, allowing them
relationships and multiple customer
to better predict sales performance
database and tracking systems,
and monitor clients at risk
the Bank sought a technology
solution that would unify its Increased Customer Satisfaction—
sales force and complement By improving the Bank’s ability
its corporate vision—helping to develop value-added solutions
its clients identify opportunities, and coordinate customer outreach,
address challenges, and navigate Siebel Finance has helped the
a constantly changing marketplace. organization improve customer
satisfaction
Establishing a 360-Degree
Reduced IT Maintenance Costs—
View of the Customer
Now relying on a single technology
To address these issues, The Bank
solution, the Bank has sunset
of New York rolled out its custom
several legacy systems, reducing
Siebel Finance application, named
its total cost of ownership
Global Sales Force Automation
(SFA), to client-facing professionals
“We strive to be the acknowledged
based in various parts of the globe.
global leader and preferred partner
The application is used by client
in helping our clients succeed
executives, country managers, sales
in the world’s rapidly evolving
officers, and product relationship
financial markets,” says Miller.
managers to manage and track
“The technology foundation
all customer contact and sales
provided by Siebel Finance plays
activities. “We wanted a customized
an important role in helping us
solution that would provide us
achieve our goals.”
with a 360-degree view of all our
institutional customers, accessible
anytime and anywhere in the
world,” explains Bruce Miller,
Senior Vice President, Institutional
Cross Selling and Strategic Sales
at The Bank of New York.

15. www.siebel.com/lifesciences 34 Siebel Systems, Inc. 2003 Annual Report
Life Sciences
Driving Efficiencies, Effectiveness, 25 of the top 25
and Growth in Life Sciences pharmaceutical
companies have chosen
Siebel applications
Siebel Solution Sets for Life Sciences
enable organizations in the pharmaceutical, 8 of the top 10 medical
biotechnology, clinical research, and medical products companies have
products industries to deploy customer-centric chosen Siebel applications
strategies that will allow them to accelerate
time to market, improve sales and marketing
effectiveness, ensure regulatory compliance,
and deliver world-class service across
all channels. 100%
Industry Imperatives Median ROI for Siebel Life Select Siebel Customers
Sciences Customers
Pharmaceuticals Medical Pharmaceuticals
• Accelerate time to market • Deliver world-class service
Amgen
• Improve sales effectiveness
• Achieve marketing excellence
• Improve sales effectiveness
• Realize contract revenue
8% Aventis Pharma
Bayer AG
• Improve medical communications • Achieve regulatory compliance Revenue Increase Biogen Inc.
and service • Increase marketing value
• Maximize human capital
Boehringer Ingelheim
Siebel Solution Sets for Life Sciences 8% International GmbH
Novartis
Novo Nordisk
Customer Retention
Pharmaceuticals Medical Increase Pharmaceuticals, Inc.
Organon NV
• Clinical Trial Management: • Intelligent Customer Service:
Accelerates time to market Enables world-class service by
Pfizer BV
by streamlining clinical trial
processes, enhancing CRA
providing customer-facing
employees with a 360-degree view
18% Roche Laboratories, Inc.
Shionogi & Co., Ltd.
productivity, strengthening of the customer and an embedded Employee Takeda Pharmaceuticals
investigator relationships, solutions knowledge base
and providing real-time clinical • Relationship-Driven Selling:
Productivity Gains America, Inc.
trial status Increases close rates and reduces Wyeth
• Intelligence-Driven Sales Planning sales cycles through quote-to-order
and Execution: Integrates
customer and market intelligence
automation, real-time customer
intelligence, and best-practice
13% Clinical
Duke Clinical
from multiple sources, enabling sales methodologies Customer
sales professionals to plan more • Contract Life Cycle Management: Research Institute
effective sales strategies and Enables companies to execute
Satisfaction Increase Inveresk Clinical
deliver personalized sales contracts as negotiated, including Research, Ltd.
messages to physicians compliance to terms and
• Closed-Loop Marketing: Enables
one-to-one marketing by
conditions, resulting in higher
revenue, reduced administration,
8% Novartis
Pfizer BV
providing an integrated system and increased renewals and profits Operating Costs Pharmaceutical Product
for designing and executing • Closed-Loop Complaints Development, Inc.
campaigns across multiple Management: Enables seamless
Decrease
channels, including field sales, capture and tracking of product
PRA International, Inc.
the Web, and the call center complaints and adverse events, Source: Satmetrix Systems surveys, 2003. TAP Pharmaceutical
Figures are median values based on all
• Integrated Medical leading to improved reporting, quantitative responses provided on all 2003 Products, Inc.
Communications, Drug Safety, faster resolution, and improved quarterly customer surveys.
and Product Complaints: compliance
Provides one view of medical • Integrated Marketing: Automates
Medical
information requests and case the design, approval, and Alcon S.A.
management activities across execution of product marketing Aspect Medical Systems
multiple departments and campaigns to increase market Baxter International Inc.
geographies to ensure regulatory share, accelerate new product
compliance and high levels of introductions, and increase sales
Dade Behring Inc.
customer satisfaction to the installed customer base GE Healthcare
• KPI-Driven Performance Gen-Probe, Inc.
Management: Aligns employees’ Guidant Corporation
individual objectives with key
performance indicators (KPIs)
Philips Medical Systems
of each functional department, PSS World Medical, Inc.
leading to enhanced business STERIS Corporation
performance

16. 35 Siebel Systems, Inc. 2003 Annual Report
A Prescription for Closer Customer Relationships at Wyeth
Life Sciences
The pharmaceutical industry Quick Return on Investment
has long been challenged by Wyeth’s decision made it the first
the risk and complexity of drug top-tier pharmaceutical company
development. Lately, a new to deploy a major CRM solution.
challenge has emerged—just This investment has quickly paid
getting in to see the busy off for the company in measurable
physician “customer.” Wyeth ways. The following benefits were
responded by implementing achieved as a result of deploying
Siebel CRM solutions to improve the Siebel CRM solution:
customer relationships and sales
Operational Spend—Reduced 20%
execution, while reducing costs.
in the first year
With annual revenues of $15.8 billion, Average Call Answer Time—
Wyeth is one of the largest Now 37 seconds, down 40%
research-driven pharmaceutical
First-Call Resolution—Has increased
and healthcare products companies
from 39% to a remarkable 93%
in the world. In the high-risk
business of manufacturing and Escalation Resolution Time—
marketing prescription and over- An astounding 1,500% reduction,
the-counter medicines, Wyeth decreasing the time to resolve
has a remarkable track record— problems requiring escalation
producing a long list of category
winners, including Advil, Alavert
by 36 hours Wyeth looked to Siebel for a
allergy medicine, Centrum
vitamins, Effexor antidepressants,
Other Key Benefits
With the Siebel CRM solution,
competitive edge—to help its
Prevnar pneumococcal vaccine Wyeth is also enjoying benefits
for infants, and Robitussin cough
and cold medicine.
in other key areas. Among them
are providing its field and call
field reps gain better access
But even with Wyeth’s consistent
center sales reps with timely and
integrated sales data, reducing
to physicians and, once in
success in the laboratory, growing the number of email and voice
demands on physicians’ time—
compounded by a significant
messages reps handle, offering
superior analytical capabilities
the door, get its medicines
increase in the number of
pharmaceutical field sales
for evaluating target effectiveness,
facilitating integrated precall
and other products
representatives—has made it planning at the point of need,
increasingly difficult to get in
the door.
and supplying a complete view
of promotional activity around
prescribed more often.
each physician customer.
Obstacles to Successful Sales
and Service Further, despite additional contact
In addition to more field salespeople information and activities that need
competing for less time, several to be tracked and logged today,
other factors have worked against Siebel CRM is delivering integrated
the effectiveness and efficiency of sales data from Wyeth’s custom
the pharmaceutical sales process. data warehouse as fast as or faster
than previous “point” systems.
• Many companies, Wyeth included,
have been unable to avoid the
Developing new medicines will
confusion created by multiple
always require intelligent
salespeople from one firm
investment and a willingness to
selling different products to
take calculated risks. With Siebel
the same physicians
CRM applications, Wyeth now has
• Field salespeople and call center the powerful solution it needs to
representatives do not have enhance the ROI of its sales and
the latest technology tools such marketing activities and build on
as a fully integrated repository of its tradition of market leadership.
customer data; handheld devices
for real-time field access; and
sophisticated management,
analysis, and reporting capabilities
• Entrenched legacy systems
have made it more challenging
to implement the needed next-
generation solutions
In 2002, Wyeth selected Siebel
CRM solutions to bring it closer
to physicians and reduce spending
on sales, service, and support.