Question 3:

Evaluate Carman’s interactions with the customer up to this point? Is he doing a

good job? How effective is the Siebel Systems approach?

Firstly, let’s see how Carmen approached his

customer :
• Carman primarily focused on building a
rapport with the customer & tried to gain
her confidence in order to collect more
information
• He was trying to gauge the customer’s
budget by asking probable number of users
in the firm
• He demonstrated the Siebel System Solution
to the customer to which they seemed quite
satisfied
 Overall Carman did a fair job. Although he could
have adopted a better approach. The reasons are as
follows:
• He did not take a note of the number of
customers after his query was answered by the
customer. This violates the core value of the
company which states “ We remain absolutely

OUR committed to our customer’s success and work

hard each day to listen to their needs ”.

ANALYSIS • Had he been more attentive , he could have

understood the customer’s problem and
provided a more tailored demonstration
featuring solutions pertaining to the specific
problem
• He could have asked questions like challenges
with the current solutions or system. He missed
out on enquiring the customer and
understanding their needs.