With the recent announcement that Oracle is taking over Siebel, many are wondering if this is the end of CRM.
However, there are many levels of CRM such as call center systems, sales force automation, and help desk applications. Siebel has been well known for these “front office” components, and pioneered the way along with Amdocs. However, next emerged the companies like SAP and Oracle dedicated to the “back office” components such as supply chain management, e-business, and finance.
With the acquisition of Siebel’s “front office” components, and Oracle’s “back office” components, then the total CRM product has been created. “It is quite attractive to have one database and a common set of end-user tools...”. Having these two components will work in the companies' favor on large scale deployments.
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