Siebel CRM Reviews

Name: Siebel CRM
Brand: Oracle
Rating: 3.9 (19 reviews)

3.9 out of 5

19 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 7.8 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 60% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 14% of all views.

Helped 861,170 peers since 2012

Featured Siebel CRM reviews

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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Ismail El Gayar

CRM Manager at Banque Du Caire

We use the solution in telecom and banking domains to enhance customer experience It is a good solution. Siebel CRM is the number one CRM product in the world. It has many features and benefits. The tool took a lot of time to deploy. I have been using the solution for more than 15 years. The…

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Siebel CRM mindshare

Product category:

As of July 2025, the mindshare of Siebel CRM in the CRM category stands at 5.6%, down from 6.7% 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	Jul 11, 2025	Download
Product	Reviews, tips, and advice from real users	Jul 11, 2025	Download
Comparison	Siebel CRM vs Microsoft Dynamics CRM	Jul 11, 2025	Download
Comparison	Siebel CRM vs Salesforce Sales Cloud	Jul 11, 2025	Download
Comparison	Siebel CRM vs SAP CRM	Jul 11, 2025	Download

Title	Rating	Mindshare	Recommending
Microsoft Dynamics CRM	3.9	10.1%	93%	78 interviews Add to research
Salesforce Sales Cloud	4.2	8.1%	94%	115 interviews Add to research

Valuable Features

Siebel CRM offers customization, robust data models, and seamless integrations. Its workflows, order management, and subscription management are beneficial. Users appreciate its stability, scalability, and ease of configuration, especially with pre-built industry verticals. Siebel's adaptable UI and powerful data model enhance client engagement. Superior case management and automation facilitate efficiency. Users value ease of communication, reliable information access, and automation capabilities in scheduling tasks and integrations. Siebel also excels in managing complex client requirements.

"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 needs improvements in user adoption, interface, and performance. It should become cloud-native with better support for multiple providers like AWS and Azure. Customization complexity makes it hard to use, requiring guidance on necessary customizations. The backend performance is slow, and setup is challenging. Documentation clarity, UI modernization, and flexible licensing options are crucial. Enhancements like chat integration and bundling AI services would benefit users. Its competitive position has weakened due to slow cloud integration and update rollouts.

"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

Enterprise buyers report that Siebel CRM has a $5 million setup cost and an approximate $3 million operational cost for 3000 users annually. Licensing is yearly. Prices are considered high, especially for medium enterprises, and competitors like Salesforce offer similar functionalities at lower prices. Though highly stable and feature-rich, costs deter some customers. Pricing details are often only available through Oracle's sales representatives, impacting transparency and decision-making for potential buyers.

"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 acquiring a comprehensive customer view, managing subscriptions, interactions, and sales opportunities. It supports customer request handling from initial inquiries through to order fulfillment and termination. Users implement it for sales, data storage, marketing, and order management. They enhance telecom and banking operations, enable customer relationship development, integrate with Oracle EBS, and develop corporate communications. It also assists in financial modeling and analytics, supporting insurance and enterprise business processes.

Service and Support

Siebel CRM's customer service and support receive mixed feedback. Some users praise Oracle's responsiveness and knowledge, rating it highly for effectively resolving issues. Others, however, find long wait times and dissatisfaction with general troubleshooting, often needing multiple escalations to reach skilled engineers. Advanced customer support performs adequately, but general support requires improvement, with challenges in ticket handling and communication emphasized.

Deployment

Siebel CRM's initial setup is often described as complex, with significant efforts needed for data migration and system configuration. Many users mention the need for extensive technical personnel and dedicated tools. Earlier versions reportedly posed greater challenges, while newer versions are easier to install. Experiences vary, with some finding it very difficult and others noting improvements in more recent implementations. Many agree that the setup was not straightforward, often requiring a lengthy deployment process.

Scalability

Many organizations find Siebel CRM scalable, accommodating thousands of users, though it may require substantial hardware. Users report high scalability in large enterprises and significant user numbers, noting easy expansion without functional impact. Some experience challenges scaling on-premises with memory limits and hardware demands. Many appreciate its capability to support substantial load and recommend it for sizable deployments, while some choose not to scale further due to other issues.

Stability

Users indicate that Siebel CRM is stable and reliable, though some encounter issues with the latest versions' stability and latency. It's often controlled due to its on-premises nature, despite occasional slow responses. While some bugs appear in older versions, stability often receives high ratings. The complexity of setup is noted, but once stable, Siebel CRM avoids frequent downtime, unless Siebel database degradation occurs, impacting performance. Stability ratings range around eight to eight point five out of ten.

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

14%

Financial Services Firm

13%

Government

12%

Manufacturing Company

10%

University

Educational Organization

Retailer

Real Estate/Law Firm

Comms Service Provider

Healthcare Company

Transportation Company

Construction Company

Hospitality Company

Non Profit

Legal Firm

Media Company

Wholesaler/Distributor

Performing Arts

Energy/Utilities Company

Recreational Facilities/Services Company

Leisure / Travel Company

Consumer Goods Company

Insurance Company

Recruiting/Hr Firm

Logistics Company

Renewables & Environment Company

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