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Siebel CRM Reviews

Vendor: Oracle
3.8 out of 5
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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 financial services firm, accounting for 12% of all views.
Buyer's Guide
Siebel CRM
August 2025
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Siebel CRM mindshare

Product category:
CRM
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 Market Share Distribution
ProductMarket Share (%)
Siebel CRM5.2%
Microsoft Dynamics CRM9.9%
SAP CRM9.1%
Other75.8%
CRM

PeerResearch reports based on Siebel CRM reviews

TypeTitleDate
CategoryCRMAug 29, 2025Download
ProductReviews, tips, and advice from real usersAug 29, 2025Download
ComparisonSiebel CRM vs Microsoft Dynamics CRMAug 29, 2025Download
ComparisonSiebel CRM vs Salesforce Sales CloudAug 29, 2025Download
ComparisonSiebel CRM vs SAP CRMAug 29, 2025Download
Suggested products
TitleRatingMindshareRecommending
Microsoft Dynamics CRM3.99.9%93%79 interviewsAdd to research
Salesforce Sales Cloud4.28.1%94%117 interviewsAdd to research
 
 
Key learnings from peers

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
Company SizeCount
Small Business2
Midsize Enterprise1
Large Enterprise13
By reviewers
By visitors reading reviews
Company SizeCount
Small Business82
Midsize Enterprise55
Large Enterprise214
By visitors reading reviews

Top industries

By visitors reading reviews
Computer Software Company
12%
Financial Services Firm
12%
Government
11%
Manufacturing Company
11%
University
6%
Educational Organization
5%
Retailer
5%
Comms Service Provider
4%
Healthcare Company
3%
Real Estate/Law Firm
3%
Construction Company
3%
Hospitality Company
3%
Transportation Company
3%
Wholesaler/Distributor
2%
Media Company
2%
Legal Firm
2%
Non Profit
2%
Leisure / Travel Company
2%
Performing Arts
2%
Energy/Utilities Company
1%
Consumer Goods Company
1%
Recreational Facilities/Services Company
1%
Outsourcing Company
1%
Insurance Company
1%
Logistics Company
1%
Renewables & Environment Company
1%
Pharma/Biotech Company
1%
Recruiting/Hr Firm
1%

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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

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Product Categories

Product Categories
CRM
Local Government CRM

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Siebel CRM Reviews Summary
Author infoRatingReview Summary
CRM Specialist at Allied Bank Limited3.5We use Siebel CRM on-premises for customer service and profiling due to its strong integration capabilities, but its limited analytics performance led us to rely on Power BI; overall, I rate it 8 out of 10.
Oracle Siebel CRM Developer at Areon Consulting3.5I develop for Siebel CRM, which aids large corporations like banks and mobile companies in communication, data storage, and automation. The interface could be more intuitive, and documentation should be more visual to streamline finding information.
Senior Manager at Credit Suisse3.0We use Siebel CRM to store billing data, valuing its customizable views. However, it lacks user-friendliness, with numerous tabs and features challenging to navigate. Users often find it confusing and need to refresh repeatedly for updated information.
Unit Head CRM and Customer Engagement Platforms at Allied Bank Limited4.0We use Siebel CRM primarily for sales, phone banking, and marketing. It excels in complaint management due to its strong integrations, but its user interface needs improvement for better user experience. The Customer 360 feature also supports our analytics needs.
Senior Manager, Siebel Services, Technology Enablement at a consultancy with 10,001+ employees4.0We use Siebel CRM to create tailored customer solutions, benefiting from its robust data model and UI customization. However, Oracle's slow updates have impacted competitiveness, and licensing could be more flexible for smaller clients.
CRM Manager at Banque Du Caire5.0We use Siebel CRM in the telecom and banking domains to enhance customer experience. It's a leading CRM product with numerous features and benefits. Though deployment was time-consuming, we see a positive ROI due to our extensive user base.
Development Manager at Dxperia5.0We primarily use Siebel CRM for developing workflows, service, and financial modeling. It's flexible, stable, and scalable. However, the documentation and support need improvement, with challenges for new users. Despite considering Salesforce, I prefer Siebel CRM for its reliability.
BI Development & Validation Manager at JT International SA3.5No summary available