Customer service plays a critical role in the success of the business. This is the reason why companies are investing a considerable amount of money to train capable individuals who can support the needs and demands of their customers. Establishing good customer relationships is a must that it will not only result to continued patronage, but also, it will pave the way for the enhancement on any product or service offered through constant feedback from customers. One of the pioneers that made customer relationship management (CRM) as an essential part of doing business is Siebel Systems Inc., a leading CRM software vendor in the late 1990s that it even peaked with a 45% market share in the year 2002.

Founded in 1993 by the brilliant Thomas Siebel, Siebel Systems Inc. was focused primarily in the design and development of a software application called sales force automation, in which later on expended into marketing and support of customer service applications that include CRM. The huge growth in terms of the number of CRM users in the late 1990s gave Siebel Systems Inc. the recognition of being named as the fastest growing company in the US by the prestigious Fortune magazine.

The birth of electronic commerce can be traced back in the year 2000 and this enabled Siebel Systems Inc. to change its strategic plans. Forming alliances with other companies and acquiring some have resulted to the provision of CRM e-business solutions among others. This was the key ingredient why Siebel Systems Inc. has become more successful that its revenue even surpassed the $1 billion mark for 2000. In 2005, the company was acquired by Oracle Corporation so expect more innovative and high quality CRM products to be released in the years to come.

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