1. What is CRM?
CRM stands for Customer Relationship Management. It is a process or methodology used to learn
more about customers' needs and behaviors in order to develop stronger relationships with them. There
are many technological components to CRM, but thinking about CRM in primarily technological terms is a
mistake. The more useful way to think about CRM is as a process that will help bring together lots of
pieces of information about customers, sales, marketing effectiveness, responsiveness and market
CRM helps businesses use technology and human resources to gain insight into the behavior of
customers and the value of those customers.
2. CRM Software
Sales Force Automation
o Contact management
Contact management software stores, tracks and manages contacts, leads of an enterprise.
o Lead management
Enterprise Lead management software enables an organization to manage, track and forecast
sales leads. Also helps understand and improve conversion rates.
eCRM or Web based CRM
o Self Service CRM
Self service CRM (eCRM) software Enables web based customer interaction, automation of
email, call logs, web site analytics, campaign management.
o Survey Management Software
Survey Software automates an enterprise's Electronic Surveys, Polls, Questionnaires and
enables understand customer preferences.
o Call Center Software
o Help Desk Software
Partner Relationship Management
o Contract Management Software
Contract Management Software enables an enterprise to create, track and manage
partnerships, contracts, agreements.
Example: Upside Software, Accruent Software, diCarta, I-Many.
o Distribution management Software
3. Advantages of CRM
Using CRM, a business can:
o Provide better customer service
o Increase customer revenues
o Discover new customers
o Cross sell/Up Sell products more effectively
o Help sales staff close deals faster
o Make call centers more efficient
o Simplify marketing and sales processes
The types of data CRM projects collect
o Responses to campaigns
o Shipping and fulfillment dates
o Sales and purchase data
o Account information
o Web registration data
o Service and support records
o Demographic data
o Web sales data
1. What is Business Process Management - BPM?
Business Process Management or BPM, is the practice of improving the efficiency and effectiveness
of any organization by automating the organization's business processes. BPM used to be also know as
Business Process Reengineering (BPR).
Many companies have business processes that are unique to its business model. Since these
processes tend to evolve over time as the business reacts to market conditions, the BPM solution
you choose must be easily adaptable to the new conditions and requirements and continue to be a
perfect fit for the company.
In order to use BPM effectively, organizations must stop focusing exclusively on data and data
management, and adopt a process-oriented approach that makes no distinction between work done
by a human and a computer.
o The idea of BPM is to bring processes, people and information together.
o Dynamic infrastructure requires separation of flows, business rules and services.
o Identifying the business processes is relatively easy. Breaking down the barriers between
business areas, and finding owners for the processes is difficult.
o BPM not only involves managing business processes within the enterprise but also involves
real-time integration of the processes of a company with those of its suppliers, business
partners, and customers.
o BPM involves looking at automation horizontally instead of vertically.
o Business Activity Monitoring (BAM) is essential for measurement of BPM impact.
Examples of BPM tasks that your organization performs that should be automated include:
o Expense Reports Travel Requests
o Purchase Orders Human Resource Management
o New Accounts and Credit Authorizations Sales Orders
o Project Management Software Change Management
The following example illustrates the power of BPM:
When a B2B partner needs some inventory, he can log into the web site and order required
inventory. An email will be generated and sent to the supervisor responsible for the partner's
inventory. The supervisor can click on the link in the email, login to the site and approve the
inventory. The partner will be notified of the allocation and the inventory will be shipped.
2. BPM Components
A Business Process Management (BPM) Solution has Six Components:
BPM IDE. Business Process Management (BPM) IDE is an integrated design environment used to
design processes, rules, events and exceptions. Creating a structured definition of each process is
very important to any business and the IDE enables a business user to design all processes with no
help from IT.
Process Engine. The process engine of a Business Process Management solution keeps track of the
states and variables for all of the active processes. Within a complex system, there could be
thousands of processes with interlocking records and data.
User Directory. Administrators define people in the system by name, department, role and even
potential authority level. This directory will enable tasks to be sent automatically to the defined
Workflow. This is the communication infrastructure that forwards tasks to the appropriate
Reporting/Process monitoring. Enables users to track the performance of their current
processes and the performance of personnel who are executing these processes.
Integration. Enterprise Application Integration (EAI) and/or Web services is critical to BPM as
business processes will require data from disparate systems throughout the organization.
3. What is Business Activity Monitoring or BAM?
Business Activity Monitoring or BAM, is the the automated monitoring of business process
activity affecting an enterprise. BAM is generally implemented as a module of ERP, BI, EAI or BPM
products. BAM requires a business to identify its Key Performance Indicators (KPIs) and create a
system that allows monitoring and responding to changes, preferably real time.
Virtually for everyone in a organization can benefit from BAM. Business Activity Monitoring enables a
company to respond faster to new opportunities and threats. BAM is not just about technology, but
about recognizing a business' KPIs and implementing the right technology in place to monitor them.
BAM provides Real-Time, Graphical Key Performance Indicators & Analysis
BAM enables control and manage ongoing business operations using closed-loop visibility.
BAM will enable you to respond quickly to change based on business events as they occur.
BAM enables zoom in on cross-process metrics with real-time analysis to determine which processes
are creating bottlenecks or which customer is most profitable.
The Right Metrics
Creating an effective BAM environment is not only about having the right technology and processes.
Enterprises should define the right set of metrics, which will prevent information overload and
overreaction to business exception reports.
4. Business Process Management (BPM) Advantages
BPM makes it easy for companies to program their current processes, automate their execution,
monitor their current performance and make on-the-fly changes to improve the current processes.
The process managed enterprise is the company of the future.
A BPM software enables you to automate those tasks that are currently being performed manually.
Many of these tasks require some type of application process, approval or rejection process,
notifications and status reports. A BPM solution can make these processes automatic.
Handling exceptions is an area where BPM really shines. Organizations have few problems when
its process run smoothly ninety nine percent of the time. However, it's the one percent that are
exceptions that dominate the majority of the company's time and resources.
BPM is excellent for processes that extend beyond the boundaries of an enterprise and
communicate with processes of the partners, customers, suppliers and vendors.
BPM Gives businesses the agility to stay competitive
BPM reduces the time elapsed in a business process
BPM Increases the productivity per person
Business process consists of many steps. A typical BPM initiative reduces the number of steps by
A Business Process needs many people and resources. A good BPM should reduce the number of
resources needed for the same process.
BPM helps improve coordination across departments and geographic locations of a company
5. What is Workflow?
Workflow is an essential element of business process management (BPM).
Workflow is a term used to describe how work is defined and how work is allocated and scheduled.
Workflow defines the sequence and conditions based upon which work flows.
Workflow handles the routing of work between resources. The resources can be people, systems
Workflow manages the order in which these steps are handled.
Workflow enables employees to monitor and, reconfigure the flow of a business process as
The following example illustrates a BPM workflow
In a content management business process, an editor edits the content and the manager approves
the content. If you define editing of the content as a unit of work and approving the job as another
unit of work, then the editing job needs to happen first for the approval job to start. Further, if the
editing job fails, the approval job can't start
Seibel CRM Interview Questions
1. How do you control visibility in Siebel?
2. What is the difference between an organization and division in Siebel?
3. What does position represents in Siebel?
4. How do you assign responsibilities to employees in Siebel?
5. How do you set up employees in Siebel?
6. What happens if you create an employee in Siebel application and forget to create the employee in the
7. Why do you need to create employees at the database in Siebel?
8. What is position type field in position applet?
9. What does an opportunity, account contact do in Siebel?
10. How is the opportunity related to an account?
11. How is tools architecture constructed in in Siebel?
12. What is the new layer in Siebel 7.x version?
13. What do you mean by virtual business comp. in Siebel?
14. How does your b/c and view related?
15. What is the relationship between a view and a b/o?
16. Why is it not recommended to modify existing base tables?
17. How do youcreate extension table to an interface table in Siebel?
18. What is an extension table and how is it related to base table?
19. Can you create an extension table with an intersection table?
20. How do you create intersection table?
21. How is Siebel 7.x data model is different from Siebel 6.0 data model?
22. What is seed data in Siebel?
23. What is s_party table?
24. What does install.ksh and imprep.ksh files do?
25. Is it required to install gateway server before installing a Siebel server?
26. What is nameserver? What does it do?
27. What is Resonate?
28. How is load balancing maintained in Siebel?
29. How is Siebel 7.x architecture different from Siebel 6.x?
30. What is Siebel file system?