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    b2b Assign

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    Shubham Jakhmola
    This document contains questions and answers about a case study on Siebel Systems. It discusses establishing roles in a sales transaction, how Oracle should respond to the possibility of losing a deal to Siebel, where the Siebel salesperson went wrong in missing his numbers, how he could save the deal without hurting another relationship, and the importance of customer satisfaction approaches.

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    b2b Assign

    Uploaded by

    Shubham Jakhmola
    211 views2 pages
    This document contains questions and answers about a case study on Siebel Systems. It discusses establishing roles in a sales transaction, how Oracle should respond to the possibility of losing a deal to Siebel, where the Siebel salesperson went wrong in missing his numbers, how he could save the deal without hurting another relationship, and the importance of customer satisfaction approaches.

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    cASE STUDY SIEBEL SYSTEMS B2B MARKETING

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    This document contains questions and answers about a case study on Siebel Systems. It discusses establishing roles in a sales transaction, how Oracle should respond to the possibility of losing a deal to Siebel, where the Siebel salesperson went wrong in missing his numbers, how he could save the deal without hurting another relationship, and the importance of customer satisfaction approaches.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    211 views2 pages

    b2b Assign

    Uploaded by

    Shubham Jakhmola
    This document contains questions and answers about a case study on Siebel Systems. It discusses establishing roles in a sales transaction, how Oracle should respond to the possibility of losing a deal to Siebel, where the Siebel salesperson went wrong in missing his numbers, how he could save the deal without hurting another relationship, and the importance of customer satisfaction approaches.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    B2B Marketing

    Case Study: Siebel Systems-Anatomy of a Sale, Part 3

    By- Shubham Jakhmola(18A3HP620)

    Q1. How should Carman establish the roles of Burt and Capodilupo in the
    transaction? How should he decide who plays the more important role?

    Ans: As seen from the case, Carman had a sense that Ron Capodilupo had a
    team reporting to him with a background in system integration and with a strong
    bias for Oracle. So, he must more focus on Ron because he(and his team) can
    act as a gatekeeper in this situation.
    Also establishing a good connection with Ridley can prove to be fruitful as she
    can be the “champion” for this deal as she was the initial point of contact.

    Q2. At this point the account is Oracle’s to lose. It particularly does not
    want to lose to Seibel Systems. How should Oracle act?

    Ans: Oracle can propose the following:


    1. Firstly, if they plan to stay with Oracle they will save cost and time for
    training the employees for using Siebel systems.
    2. Oracle can say that they are associated with Quick and Reilly for a
    long time and hence they understand their requirements better. So they
    can custom make the systems according to their necessities.
    3. They can sweeten the deal by giving some extra discount in lieu of
    their long term relationship.

    Q3. Where did Carman go wrong? How did he come to miss his numbers?
    Ans: Carman mistakenly assumed that Burt and Capodilupo were the only
    deciders in the buying process but there was Tom Quick as well who was acting
    as a gatekeeper due to various reasons. Tom Quick’s decision was as involved
    and imporatnat in the buying process whom Carman missed.
    Carman must have done a detailed check on the organizational hierarchical
    structure to understand who all comprise of the major deciders in the company.
    Q4: How can Carman save the Quick and Reilly transaction without
    injuring the FleetBoston relationship?
    Ans: Fleetboston being one of their clients, Carman could have helped with the
    paperwork needed for this size of a deal and made the process much faster.
    He could have included FleetBoston very early in the buying process so that
    they could also be in loop which would have made the process transparent.
    Then, Quick and Reilly would also have no problem in signing the order as they
    would have known the FleetBoston’s involvement.
    Q5: What is your advice to Carman? Could he have anticipated the call
    from FleetBoston manager? At this stage, how important is the Fleet
    Boston relationship to him? What do you think of Seibel systems approach
    to Customer Satisfaction? Is it a realistic one? Is it possible that customers
    can take advantage of Seibel Systems because of its commitment to their
    satisfaction?
    Ans: Carman Should stand to Seibel System’s ethics and let go of the seats
    worth $1million if he needs to.
    The customer centricity approach at Seibel systems is one of the core reasons
    for its success in the markets and it should be kept as it is.
    Howsoever, in order to avoid a scenario where they will be exploited from the
    customer they should have a robust legal system/contract, due diligence centre
    and a defined standard operating procedure to keep the lines of legitimacy clear.

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