Siebel CRM Reviews

Name: Siebel CRM
Brand: Oracle
Rating: 3.8 (20 reviews)

3.8 out of 5

20 reviews
88% willing to recommend

What is Siebel CRM?

Siebel CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. With its robust features and user-friendly interface, Siebel CRM enables organizations to effectively manage customer interactions and enhance customer satisfaction. The solution offers a wide range of modules, including sales force automation, marketing automation, and customer service management, allowing businesses to automate and optimize their customer-facing activities.

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Siebel CRM is the #3 ranked solution in top Local Government CRM solutions and #9 ranked solution in top CRM solutions. PeerSpot users give Siebel CRM an average rating of 7.6 out of 10. Siebel CRM is most commonly compared to Microsoft Dynamics CRM: Siebel CRM vs Microsoft Dynamics CRM. Siebel CRM is popular among the large enterprise segment, accounting for 61% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 13% of all views.

Helped 865,295 peers since 2012

Featured Siebel CRM reviews

ShirazShah

CRM Specialist at Allied Bank Limited

The analytics capabilities in Siebel CRM have presented numerous challenges. Due to these challenges, we had to integrate Microsoft Power BI. The CRM analytics was not sufficient for our needs, given that we have four million customers and a thousand products. We are currently focusing on the upgrade and discussing with Oracle. If there have been improvements in the analytics side over the past few years, we are open to evaluating them. Currently, all analytics are being done on Power BI. The data is exported to our data lake, and Power BI is being used for all reporting and analytics. Even our customer 360, which is the core of any CRM, has Power BI widgets built-in through iframe because we could not accomplish this through Siebel CRM. The analytics component has been the main pain point for our organization, particularly due to processing time and performance with our large customer base.

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KalpanaSingh

Senior Manager at Credit Suisse

Siebel is not user-friendly. There are so many tabs and different features that until it's explained to someone, they will not understand it. A user-friendly tool is supposed to be designed in a way where the user can log in and intuitively understand how to use it. People who use it regularly are still confused, and it requires a lot of clicks and is very difficult to navigate. Sometimes it takes a lot of time to reflect the correct information—even when it's updated, you have to refresh it again and again to see the right data.

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Shiraz Shah

Unit Head CRM and Customer Engagement Platforms at Allied Bank Limited

The tool's complaint management feature is very good. We used a CRM before, which lacked the integrations, so complaints had to be handled manually. With Siebel CRM, we have better integrations and can resolve complaints with a few clicks. When you're in the service industry, tasks matter a lot, especially when you have to access multiple systems to address issues. Being a bank, we currently have around 17 operational systems. It's not feasible to expect users to access them individually to make the necessary changes.

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Siebel CRM mindshare

Product category:

As of August 2025, the mindshare of Siebel CRM in the CRM category stands at 5.2%, down from 6.6% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM

PeerResearch reports based on Siebel CRM reviews

Type	Title	Date
Category	CRM	Aug 20, 2025	Download
Product	Reviews, tips, and advice from real users	Aug 20, 2025	Download
Comparison	Siebel CRM vs Microsoft Dynamics CRM	Aug 20, 2025	Download
Comparison	Siebel CRM vs Salesforce Sales Cloud	Aug 20, 2025	Download
Comparison	Siebel CRM vs SAP CRM	Aug 20, 2025	Download

Title	Rating	Mindshare	Recommending
Microsoft Dynamics CRM	3.9	9.9%	93%	79 interviews Add to research
Salesforce Sales Cloud	4.2	8.1%	94%	117 interviews Add to research

Valuable Features

Siebel CRM excels with robust customization, a powerful data model, and integrational capabilities. Users value order management, workflows, and subscription management. Its stable, scalable nature and industry-specific setups enhance utility. Features like case management and automation bolster operational efficiency. CRM's flexibility and UI customization are highlights, surpassing alternatives like Salesforce. High-level integrations streamline processes, easing multi-system management. The platform enhances customer engagement and system communication with adaptable features and backend integration.

"It is easier to communicate with local companies within a large organization using Siebel CRM."
"One valuable feature is that certain views can be adjusted as per our requirements, which adds a level of customization that is appreciated."
"Siebel CRM has enhanced customer engagement for our organization, particularly through its robust data model and flexible features. One specific scenario where Siebel CRM excelled was in addressing complex client requirements. For instance, we successfully implemented a module for email responses, a feature that was not readily available or as robust as other CRM tools. Additionally, Siebel's open UI module allowed us to customize the user interface for one of our clients completely. This customization proved to be a major selling point for our company."

Room for Improvement

Siebel CRM is criticized for its outdated user interface, limited cloud-native features, and cumbersome customization options. Users desire improvements in cloud adaptability, integration flexibility, and support. The backend performance is slow, setup is complex, and analytics are insufficient. Upgrades have been delayed, reducing market relevance. The documentation lacks clarity, and licensing options are rigid. There's also demand for enhancements in mobile applications and user adoption guidance, as well as better integration and analytics capabilities.

"The user interface could be more intuitive and modern. The Oracle Siebel documentation contains many links, and finding specific information takes time."
"Siebel is not user-friendly."
"Oracle needs to improve its support. The major drawback I've observed with Siebel CRM is that Oracle hasn't taken appropriate steps to improve it since 2019. We noticed a steep downfall because Oracle was slow to roll out upgrades like Open UI. By the time these upgrades were available, the market had shifted to cloud solutions, which competitors were already providing much earlier."

ROI

The ROI from Siebel CRM is positive when customers are willing to invest in it due to its unique functionality that other CRMs lack.

Pricing

Siebel CRM entails a significant setup cost of $5 million, with yearly licensing expenses. Operating costs can reach approximately $3 million for 3,000 users. While praised for its stability and robust functionality, the pricing is considered high compared to alternatives like Salesforce, Zoho, and HubSpot. It proves cost-effective for large enterprises but expensive for medium-scale businesses. The pricing details are often obtained through Oracle sales representatives rather than online resources.

"The product is expensive."
"I think the tool’s pricing is exaggerated. Once you do the price sizing as per your business needs, you would find that the price of other solutions like Zoho CRM, HubSpot CRM, Salesforce CRM, etc. would be always the same."
"This solution is expensive compared to other solutions in the market. This makes it difficult to convince our customers to use it. The customers who are already using Siebel have thought about moving to Velocity or Salesforce."

Popular Use Cases

Organizations primarily utilize Siebel CRM for comprehensive customer insights, managing product subscriptions, customer interaction, and order fulfillment. They deploy it for marketing, sales, opportunity management, and capturing agent activities. It aids in complaint and request management, service and financial modeling, and call center operations. Siebel CRM also supports telecom and banking enhancements, stores billing data, and facilitates information exchange across systems. Companies employ its marketing module and Customer 360 for analytics and profiling.

Service and Support

Customer service for Siebel CRM experiences frequent escalation and lacks customization. Technical support varies, ranging from difficult to reach, requiring multiple levels to solve issues, while Oracle's engineers are knowledgeable. Mixed feedback highlights some responsiveness and efficiency, yet long wait times for complex problems. Advanced customer support shows reliability, though basic general support requires improvement. Oracle's support is praised for issue resolution and engagement, yet access is limited unless facing critical issues.

Deployment

Many found Siebel CRM's initial setup complex and time-consuming, often requiring substantial personnel and resources. Migrating data from previous systems posed challenges, and third-party integration was difficult. Although some found newer versions easier to implement, companies employing older versions reported significant hurdles, sometimes taking years to establish. A few described initial deployment as straightforward, especially with recent iterations, noting improvements in user-friendliness and integration capabilities. Technical expertise was crucial for deployment and maintenance.

Scalability

Siebel CRM demonstrates scalability with numerous organizations managing thousands of users. Some experience challenges, particularly with on-premises setups, like resource demands and memory limitations. It efficiently supports extensive user bases, and many praise its ease of scaling, while others note technical issues affecting scaling. Analytics improvement is needed for large data. Cloud iterations may offer future enhancements for better scalability.

Stability

Siebel CRM is considered stable by many users, though some report issues with the latest versions. While latency and occasional memory leaks are noted, particularly with high server loads, users find it reliable once stabilized. On-premises implementations face slower responses but allow control over stability. Users report no frequent downtime or crashes, although database issues can affect performance. Stability scores range around 8 to 8.5 out of 10, with older versions facing more issues.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Siebel CRM Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

13%

Financial Services Firm

12%

Government

11%

Manufacturing Company

11%

University

Educational Organization

Retailer

Comms Service Provider

Healthcare Company

Construction Company

Real Estate/Law Firm

Hospitality Company

Transportation Company

Wholesaler/Distributor

Leisure / Travel Company

Legal Firm

Media Company

Non Profit

Performing Arts

Energy/Utilities Company

Consumer Goods Company

Recreational Facilities/Services Company

Renewables & Environment Company

Insurance Company

Logistics Company

Outsourcing Company

Pharma/Biotech Company

Recruiting/Hr Firm

Compare Siebel CRM with alternative products

Learn more about Siebel CRM

Siebel CRM also provides advanced analytics and reporting capabilities, enabling businesses to gain valuable insights into their customer data and make informed decisions. With its flexible deployment options, including on-premises and cloud-based solutions, Siebel CRM can be tailored to meet the unique needs of any organization.

Siebel CRM was previously known as Siebel Sales.

Siebel CRM customers

Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Tªrk Telekom, Bouygues Telecom, City of Atlanta, IGEPA IT-SERVICE GmbH, ec4u expert consulting AG, Salud Responde, Sascar, Banca Transilvania, UL, Ingersoll Rand, The Royal Dutch Touring Club ANWB