How Citibank Saves with CRM
Companies such as Citibank, looking for good software to manage their relationships with customers, are caught in a dilemma: to customize or not to customize?
Businesses need to tailor software to meet specific needs and distinguish themselves from their competitors. But customized code can lead to problems when it's time to implement new releases of customer relationship management (CRM) applicationsespecially with major upgrades, such as Siebel Systems' Siebel 7.
So, what's a company to do?
At Citibank's Global Corporate and Investment Bank's e-business unit, which serves midsize and Fortune 2000 corporations, the answer was: curb the customization urge.
Susan Andros, vice president of Citibank e-business, managed to hold customization to 5% of the Siebel code implemented in her division. The result: The e-business unit completed the fastest and most economical Siebel deployment of all of Citibank's divisions, according to Andros. At the same time, the e-business unit still produced more detailed and accurate sales reports and forecasts, using standard Siebel e-finance modules, Andros says.
Citibank is banking on the benefits. Andros has committed to the following:
And that's before the Web-enabled Siebel 7 arrives, which Andros plans to have in use in her division by June 16.