Still running on-premises Siebel CRM in a highly regulated industry? You’re not alone. Many financial services firms, telecom operators, and government agencies continue to rely on Siebel as a mission-critical CRM platform.
But with Oracle’s roadmap evolving and third-party support options maturing, CIOs and procurement leaders must take a strategic look at their support strategy.
This playbook-style guide provides an executive perspective on strategic sourcing, risk management, and lifecycle planning for Siebel CRM support.
Oracle’s Support Status and Roadmap for Siebel CRM
Long-Term Vendor Support: Oracle has committed to its on-premise Siebel CRM customers with a rolling long-term support policy. Siebel CRM is part of Oracle’s “Applications Unlimited” portfolio, meaning no announced end-of-support date.
Oracle extended Premier Support for Siebel through at least 2035, aligning it with other flagship on-prem applications. This assures CIOs that Oracle will continue to deliver updates, fixes, and regulatory patches for the foreseeable future.
Oracle’s messaging emphasizes “no plans to end support,” giving Siebel customers “plenty of time for future planning” under Oracle’s umbrella.
Premier vs. Sustaining Support: It’s important to understand Oracle’s support levels for Siebel:
- Premier Support – Full support, including new patches, fixes, and version updates, is currently available and has been extended in multi-year increments through 2035. Oracle has been delivering Continuous Innovation releases (monthly updates) on the 8.1/8.2 code line instead of major version upgrades. If you stay current on these updates, you remain in Premier Support indefinitely.
- Extended Support – Oracle sometimes offers an extra 3-year extended support option for an additional fee after Premier support ends. This is not currently an issue for Siebel, as Premier support is extended.
- Sustaining Support – An indefinite, minimal support level that provides access to existing knowledge and fixes, but no new updates or fixes. If Oracle ever stops Premier Support for Siebel, customers can remain on Sustaining Support, but they will no longer receive new patches, including security updates. Notably, Oracle continues to signal that ongoing Premier Support will be available as long as customers need (and as long as they apply the Continuous Innovation updates).
For Siebel CRM owners, Oracle’s stance means the vendor is willing to support Siebel for at least another decade. This stability can be comforting – there’s no imminent “support cliff” forcing an upgrade or replacement. However, relying solely on Oracle’s support comes with significant cost and certain limitations, which is why many are exploring third-party support alternatives.
Cost Implications: Oracle Support vs. Third-Party
High Maintenance Fees:
Oracle’s support doesn’t come cheap. Organizations typically pay around 22% of the original Siebel license fees annually for Oracle support. These fees often increase annually, due to indexed or inflationary uplifts, and represent a significant IT expense line item.
For companies that purchased Siebel years ago at enterprise license scales, 22% of that annual cost is substantial. If you continue on Oracle support through 2035, that could mean paying Oracle for 10 years or more at the full maintenance rate.
Yet, if your Siebel implementation is stable and you’re not aggressively adopting Oracle’s monthly updates or new features, you might question the value of those fees. In cases where Siebel is fully mature and no major new enhancements are needed, companies may end up paying Oracle’s full price, essentially for old patches and fixes, with no new updates – a poor return on investment for the support dollars.
Additionally, suppose Oracle were ever to move Siebel into Sustaining Support only. In that case, you’d be paying the same fee without any new fixes or guaranteed help on emerging issues, which further diminishes the value equation.
Third-party support savings:
Third-party support providers have emerged to offer a significantly lower-cost alternative. Firms like Rimini Street, Spinnaker Support, and Support Revolution promise a 50% or more reduction in annual support fees compared to Oracle.
Many customers see a 50% reduction in maintenance costs immediately, and even greater total savings when factoring in avoided upgrade costs and improved efficiency. Analyses by Gartner and others note typical savings in the 50–70% range, freeing up significant budget for other priorities.
For example, one publicized Siebel CRM user saved on maintenance and stated that switching to a third-party provider resulted in “high-quality service at a substantially lower price point”. This cost relief isn’t just about penny-pinching – it can directly fund innovation. Dollars not spent on Oracle support can be reinvested in digital transformation projects, new CRM capabilities, or other IT initiatives that drive business value.
Avoiding Costly Upgrades:
A hidden cost of staying with Oracle support is the upgrade treadmill. While Oracle’s Continuous Innovation model has reduced the need for disruptive re-implementations, you are still expected to apply regular updates to remain fully supported. In large, customized Siebel environments, applying patches or migrating to new releases (even “dot” updates) can incur significant testing and validation costs.
Many enterprises upgrade not for new features, but simply to stay within supported versions. Third-party support breaks this cycle – with an independent support contract, you can freeze on a stable Siebel version without mandatory upgrades.
This avoids the expense and risk of continual patching just to “keep support happy.” Over the years, avoiding upgrade projects can result in significant savings. Some third-party customers, for instance, avoid multiple upgrade cycles, saving millions in project costs.
In summary, Oracle support involves higher annual fees and potential upgrade costs, whereas third-party support offers significantly lower fees and no forced upgrades. The pure financial case often favors a third party if you plan to keep Siebel running largely “as is.” However, cost is only one dimension – you must also examine how each option addresses your specific challenges with Siebel.
Key Challenges for Siebel CRM Customers in Regulated Industries
Running Siebel CRM in a bank, telecom, or government agency comes with a unique set of challenges that any support strategy must address. Below are critical issues and how they factor into the Oracle vs. third-party support decision:
Customizations and Integration Complexity
Deep Customization:
Over the years, most Siebel CRM deployments in large enterprises have been heavily customized. Financial institutions and telecom companies have adapted Siebel’s data model, business logic, and UI to fit their complex product portfolios and workflows.
These customizations are vital – they are often the “secret sauce” enabling Siebel to meet business needs. However, they also make the environment unique.
Oracle’s standard support does not cover custom code. If you log a ticket and the issue is traced to a customization, Oracle may require you to reproduce it on vanilla Siebel before they assist. This is impractical for customers who rely on those customizations on a daily basis.
Third-party support offers a clear advantage here: it typically includes support for customizations. Experienced third-party engineers will troubleshoot issues in your Siebel environment, including custom code, rather than insisting on out-of-the-box conditions.
If a customization is causing a problem, an independent support provider will help craft a fix or workaround. This means that the entire Siebel system, including standard features and custom extensions, is supported. For highly customized deployments, this comprehensive support can be a game-changer for maintaining stability.
Integration Footprint:
Siebel often sits at the center of a sprawling web of integrations, especially in telecom and government use cases. A telecom’s Siebel CRM might tie into billing systems, network provisioning, order management, data warehouses, and more.
Government agencies might have Siebel linked to case management, document management, and legacy databases. This integration complexity makes any change to Siebel risky and resource-intensive. It’s not just about the CRM software; it’s about dozens of interfacing systems and processes.
What this means for support: if Oracle releases a new Siebel update, you must ensure it doesn’t break any integrations – a heavy testing burden that some organizations prefer to avoid. And if considering a new CRM platform, the migration would require re-integrating all those systems (often a multi-year project).
In this context, stability is king. A support approach that lets you minimize changes to Siebel while keeping it running smoothly is very attractive. Third-party support aligns well here, as it encourages a stable, frozen core system, with issues being fixed in place rather than requiring upgrades.
Oracle’s approach, conversely, would be to keep applying their changes or eventually move to a new Oracle cloud CRM – either path means frequently touching that delicate web of integration.
Regulatory Compliance and Security
Organizations in regulated sectors face strict oversight of IT systems. Compliance requirements (financial regulations, telecom standards, data privacy laws, government security mandates) influence how you manage Siebel:
- Validated Systems: Many banks and government IT environments require rigorous testing and validation for any system change. Siebel, as a core system, may have been validated and certified for specific uses. Frequent upgrades or major changes could necessitate re-certification or at least extensive audits. This makes a “steady state” operation of Siebel appealing from a compliance standpoint – fewer changes mean fewer opportunities for compliance issues. Third-party support can help maintain this steady state by avoiding forced upgrades. Oracle’s continuous update model, while providing new features, might introduce compliance retesting overhead with each update.
- Regulatory Updates: Some regulations require software changes – for example, new privacy rules may necessitate additional data tracking or masking in the CRM. Oracle’s Premier Support would deliver such changes if it’s a generic requirement (though often compliance changes are more process-oriented than software code). Third-party support generally does not provide new feature updates for regulatory changes, but a good provider will help you implement needed configuration or custom changes to stay compliant. It puts the onus on your organization and the provider to adapt the system as laws change. Many third-party providers also maintain knowledge bases of regulatory requirements, such as tax updates, which are more relevant in ERP than CRM but still useful if any industry-specific needs arise.
- Security Patches: Highly regulated industries are extremely sensitive to security. Oracle delivers regular security patches for supported releases. If you’re on Oracle support and keep Siebel updated, you benefit from these official fixes to any vulnerabilities discovered. In contrast, leaving Oracle support means you stop getting those vendor patches. Third-party support firms mitigate this by providing security services, such as “virtual patching,” custom code fixes for critical vulnerabilities, and guidance on network-level protections. Many have 24/7 security operations to monitor threats. While this can effectively secure your Siebel system, it’s a different approach than simply applying Oracle’s patches. CIOs must be confident that their third-party provider has a robust security program in place, especially for clients in government and finance. This includes certifications, documented processes, and a track record of protecting systems without vendor patches. It’s entirely possible to keep Siebel secure with third-party support, but it requires diligence and partnership.
In summary, for compliance-driven shops, third-party support offers the benefit of system stability (fewer disruptive changes), but you must ensure security and regulatory coverage are not compromised.
Many organizations have navigated this successfully, but it underscores the need for careful vendor selection and possibly supplementing support with internal controls.
Future Migration Plans and IT Roadmap
No CIO plans to run an aging system forever. The question is when and how to modernize. Siebel CRM customers often struggle with whether to migrate to a newer CRM, such as a cloud-based CX platform or a competitor like Salesforce or Dynamics, or to continue enhancing Siebel.
Your support strategy should align with your long-term application roadmap:
- Short to Medium Term (3-5 years): If you have no immediate plans to replace Siebel – perhaps the CRM is still meeting your business needs – then third-party support can be a bridge strategy. It allows you to cut costs and keep the system stable while you evaluate and prepare for future options. The savings from third-party support can fund preliminary work for a migration, such as data cleanup, requirements analysis, or even a parallel run of a new solution pilot, when the time comes. Many organizations choose third-party support during an “in-between” period: they know they will eventually migrate, but that could be several years away. There’s no sense in overspending on Oracle support in the meantime.
- Long-term: If Siebel is intended to remain a core platform for 5-10+ years (which is plausible in sectors like telecom or government, where systems have long lifecycles), then you need to ensure that the support model you choose is sustainable. Oracle’s commitment to 2035+ indicates you could stay with vendor support for that horizon, albeit at a high cost. Third-party support vendors typically commit to supporting your system for 10-15 years or more as well – for example, some advertise support for “15 additional years” on your current software release. In other words, a reputable third-party partner will stick with you for as long as you run Siebel, even beyond Oracle’s official timeline. This can effectively extend Siebel’s life indefinitely until you decide to retire it.
- Migration in Progress: Some organizations are already undergoing a phased migration off Siebel (for instance, rolling out a new CRM module by module or region by region). In such cases, they often keep Siebel and the new system running in parallel. If you’re in this boat, third-party support can still make sense for the Siebel portion to reduce costs while it gradually sunsets. Oracle will happily continue taking support fees even for a system you plan to decommission in a couple of years. In contrast, a third-party contract might offer more flexibility and certainly lower cost during the transition. Just be mindful of the timing – ensure that if you need Oracle’s help for data migration or a last upgrade, you schedule that before terminating Oracle support. Once off Oracle support, getting back on later (say, to assist with a final migration) can be prohibitively expensive due to back support fees.
Bottom line: Align your support decision with your roadmap. Third-party support is particularly attractive if you intend to maximize Siebel’s lifespan or if you need a few budget-friendly years to plan a high-quality migration.
If you plan to replace Siebel soon, you might simply stay on Oracle support until it’s retired, avoiding any switching effort. Most Siebel users in 2025, however, are not on the brink of immediate replacement – they’re looking at a longer horizon. For them, it’s worth crafting a support strategy that optimizes cost and support quality during this extended period of use.
Benefits of Third-Party Support for Siebel CRM
Considering the challenges above, third-party support emerges as a compelling option. Here are the key benefits an independent support provider can offer Siebel customers:
- Dramatic Cost Savings: By cutting annual maintenance fees by 50% or more, third-party support frees up funds. Organizations can redirect these savings into modernization, whether that’s incremental improvements to Siebel, such as new integrations or a refreshed user experience, or entirely new digital initiatives. Over multiple years, the savings compound, significantly lowering Siebel’s TCO (Total Cost of Ownership) compared to staying with Oracle support.
- Extended System Life (Lifecycle Assurance): Third-party providers will provide ongoing support for your Siebel environment. There’s no artificial end-of-support date – you decide when to stop using Siebel. This means you can run Siebel as long as it continues to meet your needs. In industries where core systems have been used for decades, having the option to extend Siebel’s life is valuable. You won’t be forced into an upgrade or migration by support timelines. For example, if Oracle’s Premier Support were ever to lapse, a third-party could still support you well beyond 2035. This “safety net” ensures Siebel remains a viable platform long into the future, protecting the investment made in the software and its customizations.
- Support for Customizations and Entire Environment: Unlike Oracle, third-party support covers the whole Siebel environment. Custom modifications, integrations, and unique configurations are all included in scope. This holistic support means issues get resolved no matter where they originate. Your users won’t hear “that’s customized, we can’t help” – instead, the support team will dive in to resolve it. They essentially act as an extension of your IT team, knowing your specific setup. In practice, this leads to faster problem resolution and fewer hand-offs. Especially for heavily tailored Siebel implementations, this benefit cannot be overstated.
- Better Service Quality & Responsiveness: Many customers report that independent support vendors provide more personalized and responsive service than large software vendors. Third-party firms often assign named engineers to your account, offer 24/7 support lines that reach senior experts directly, and have aggressive SLAs. Without the massive volume of tickets that Oracle handles across all products, third-party teams can focus intently on each client. The result is often faster turnaround and higher satisfaction. For a mission-critical system like Siebel, on which your call centers and operations depend, improved support responsiveness reduces downtime and frustration.
- No Forced Upgrades – You Control the Roadmap: Third-party support is vendor-agnostic. You are no longer on Oracle’s dictated roadmap. This means no forced version upgrades or migrations. You apply changes on your schedule. If Siebel is stable, you keep it that way. If you choose to upgrade to a new CRM down the line, you do so when it makes business sense, not because a support contract expiry forced your hand. Essentially, the vendor-driven roadmap is replaced by a customer-driven roadmap. This flexibility is a form of risk management: IT leaders regain control over timing and can avoid projects that lack clear business value.
- Focus on Stability and Risk Mitigation: Third-party providers know that their value is in keeping your existing system running smoothly. They often excel in troubleshooting, as they encounter a wide range of issues across clients, and can proactively help optimize performance. While Oracle’s focus is split between developing new cloud features and supporting legacy products, a third party’s core business is supporting legacy products. That focus can translate to more thorough attention to preventive maintenance, tuning, and ensuring your Siebel environment remains stable. In regulated industries, this attention to stability and risk mitigation is very reassuring.
In summary, third-party support can reduce costs, increase the scope of support, and enhance service for Siebel CRM, all while allowing you to extend the life of a stable platform. However, leveraging these benefits requires careful planning to avoid pitfalls.
Risk Management Considerations
Switching to third-party support is a strategic move that comes with its risks, which must be managed.
CIOs and procurement leaders should weigh these considerations:
- Loss of Oracle Updates: Once you leave Oracle support, you stop receiving official patches, fixes, and enhancements from Oracle. As noted earlier, this locks you on your current Siebel release (aside from any fixes your new provider supplies). For most Siebel customers using a mature version, this is acceptable. However, you should confirm that any currently known bugs in your system have been resolved, either by applying Oracle patches before the switch or by expecting your provider to fix them. Also, consider any upcoming Oracle features you might miss. If, for example, Oracle were planning a regulatory feature or integration improvement you wanted, losing that stream would be a trade-off. Ensure your team is comfortable living without new Oracle deliverables. Mitigation: Many companies do a “last download” of all relevant Oracle patches and updates just before their support lapse, to have them on hand if needed. This must be done carefully and legally, but it’s a common practice to transition with a fully patched system.
- License Compliance and Audit Risk: It’s crucial to remain fully compliant with your Oracle license terms when switching to third-party support. Third-party support is legal, as courts have affirmed customers’ rights to seek independent support. However, Oracle’s contracts have specific nuances. For instance, Oracle has a “matching service levels’ policy – you typically cannot drop support for a subset of licenses (e.g., for one module or one environment) while keeping others on Oracle support, without breaching the terms. Usually, it’s an all-or-nothing per product family. You may need to terminate Oracle support for all your Siebel licenses at once. Additionally, Oracle may invoke audits or other tactics to discourage departure. While being on third-party support is not itself a cause for an audit, you’ll want to double-check you have no compliance gaps (e.g., user counts, usage outside scope) that could invite scrutiny. Mitigation: conduct an internal license review or engage a licensing specialist before leaving Oracle so thatyou can exit on clean terms. Also, negotiate any needed Oracle terminations or notices per the contract to avoid penalties.
- Security Strategy: As mentioned, security is a top concern when not getting Oracle’s patches. You and the third-party provider must have a clear security strategy. This could include hardening the Siebel application server and database, ensuring your network has strong perimeter defenses, and possibly implementing intrusion detection systems that watch for Siebel-related exploits. Third-party firms often provide guidance or services here (some partner with security companies or have internal teams for “virtual patching”). Mitigation: ask potential providers to explain how they handle new security vulnerabilities in Oracle applications and get references from clients in similar industries to verify their effectiveness. It’s also wise to involve your CISO or security team in evaluating this aspect.
- Operational Transition: Moving from Oracle to a third-party support provider is usually straightforward, but there is a transition period. You’ll need to switch over support processes (who users call for support, how tickets are logged, etc.), possibly implement new support tools provided by the vendor, and ensure a smooth knowledge transfer. During this cutover, nothing must fall through the cracks. Mitigation: A good third-party provider will have a well-defined onboarding process. They often start with a thorough assessment of your Siebel environment (sometimes even before the contract begins), collect system documentation, and may even resolve any pending issues you have during the transition. Make sure to allocate time and resources for this onboarding; don’t switch to a new support provider the night your current one expires without a safety net. Ideally, have a small overlap period or at least a war room ready in case an issue arises during the switch.
- Internal Skills and Staffing: One reason companies pay Oracle is to have “someone to call” when things go wrong. With third-party support, you’ll call a different company, but it’s also important to maintain some internal Siebel knowledge. If your Siebel team has been shrinking or key people are retiring, ensure that the third-party provider’s role is clearly defined between them and your remaining team. Some third-party providers also offer managed services or staff augmentation if you need more hands-on help with Siebel administration. Mitigation: Assess your in-house Siebel competency. If it’s thin, consider contracting for additional managed services from the provider or another firm to cover day-to-day operations. Third-party “support” generally covers break-fix and Q&A, but not full administration of the system unless specified.
In essence, none of these risks are show-stoppers – thousands of organizations have successfully moved to third-party support for Oracle products.
But due diligence and planning are essential to make it a smooth, no-surprises transition. Now, how should a CIO or procurement leader proceed? Let’s outline a practical action plan.
What CIOs and Procurement Leaders Should Do
If you’re contemplating third-party support for Siebel CRM (or even if you just want to pressure-test your current Oracle support strategy), consider the following actionable steps:
- Assess Your Siebel Landscape and Roadmap: Start with a clear-eyed inventory of your Siebel CRM deployment. What version and patches are you on? How heavily customized is it? Which integrations are mission-critical? Document any pain points (performance issues, recurring bugs) and any upcoming needs (e.g., must support X new users or a new product line). At the same time, revisit your CRM roadmap – is a replacement or major upgrade on the horizon in the next few years, or do you plan to stick with Siebel indefinitely for now? This context will inform your decision on support.
- Understand Oracle’s Support Commitments: Ensure you are familiar with the official Oracle support timeline for your Siebel version and the implications of each support tier. Given Oracle’s extension of Premier Support, find out until what date you’re covered under full support if you stay, and note any requirements, such as applying an Innovation Pack update, to be eligible. Also, confirm your annual support costs and any expected increases. This will be the baseline for comparison.
- Conduct a Cost-Benefit Analysis: Work with your finance or sourcing team to model the costs of staying on Oracle support versus switching to a third-party. Include not just the support fees, but also associated costs, such as potential Oracle Extended Support upgrades in the future, hardware or software upgrades that Oracle might require, etc., versus the third-party fees and any one-time transition costs. The goal is to quantify the savings over, say, 5 years. Most likely, the third-party option will show significant savings – use that to determine how important that budget relief is to your organization (e.g., could those funds be reallocated to high-priority projects?).
- Evaluate Third-Party Support Providers: If the financial case looks good, proceed to vendor evaluation. Identify a few reputable third-party support firms with expertise in Oracle and Siebel. Key factors to look at:
- Experience and Expertise: Do they have a track record supporting Siebel CRM specifically? Ask for client references, ideally in your industry or with similar complexity. In regulated industries, having providers familiar with compliance needs (e.g., data privacy, audit trails) is a plus.
- Service Scope: Confirm that they will cover customizations, integrations, and any specialized Siebel modules you use. Review their SLAs – including response and resolution times, support hours, and more – to ensure they meet your operational requirements. For example, 24/7 support may be necessary for a global telecom.
- Security & Compliance: Inquire about their security practices. Do they hold certifications, such as ISO 27001 or SOC 2? How do they deliver security updates or monitor threats? For compliance, can they assist with audit documentation or regulatory changes if needed? A top-tier provider should be able to articulate how they support clients in highly regulated contexts securely.
- Contract Terms: Have your procurement or legal team review the contract details. Look for any hidden fees (e.g., some providers might charge extra for certain add-ons – ensure everything you need is included in the quote). Check the contract length and termination provisions. Ideally, you want flexibility (for example, a one-year term to start, or at least escape clauses if service is unsatisfactory). Also, clarify how they handle Oracle license issues – a good provider will explicitly state that you must remain compliant with your Oracle license and won’t encourage any behavior that violates it.
- Plan the Oracle Support Exit (License True-Up): Before signing with a third party, ensure you have addressed your Oracle licensing matters. This includes:
- License Set Compliance: Determine if your Siebel licenses are part of a broader bundle that requires “matching support.” If you also have other Oracle products, such as databases or middleware, under the same agreement, check the rules – you may need to keep those on support or remove them together. Sometimes enterprises choose a staggered approach (keeping some products on Oracle support while third-party support for others), but it must be done in line with contract terms.
- Notice Period: Oracle support contracts often auto-renew. Check when your Siebel support renewal is due each year and what notice is required to cancel. Typically, a 30-90 day notice is needed before the renewal date. Otherwise, you are on the hook for another year. Time your decision accordingly to avoid missing that window.
- Audit Prep: It’s wise to do an internal audit of Siebel usage vs. licenses. Ensure you aren’t using more licenses or modules than you purchased. If you find any shortfall, address it with Oracle while you’re still a customer, if possible (either true-up or adjust usage). This reduces the risk of a contentious audit later. After leaving Oracle support, you can still be audited for past usage, so you want to leave with a clean slate.
- Download Critical Resources: While still in Oracle support, download any documentation, knowledge base articles, or patch files you might need for reference. Once your support ends, you will lose access to Oracle’s support portal. Make sure you don’t lose any important information by proactively storing what’s needed, within the bounds of what your license allows you to keep.
- Execute the Transition: Work with the chosen third-party provider to execute a smooth handover. Communicate to your IT staff (and, if necessary, business users) that Siebel support will now be handled by a new partner, and provide the new contact procedures. It can be helpful to overlap Oracle support with the new provider for a short period (if the budget allows) or, at least, have the new provider “on standby” as your Oracle support lapses, so there’s no gap in coverage. Monitor the support ticket flow in the initial weeks to ensure the new process is working as expected. Hold a kickoff with the provider’s support team and your Siebel admins to exchange knowledge. Your team should share any recurring issues, notable customizations, and critical processes with them, and they will share how to escalate issues on their side. Establish regular check-ins with the provider (weekly or biweekly) during the first few months to review any open issues and satisfaction.
- Monitor and Adjust: After switching, continuously monitor the support quality and system performance. Track metrics like incident resolution times, downtime (if any), and user satisfaction. Compare these against the previous Oracle support performance. Most organizations find equal or improved support service with a good third-party vendor, but if there are any gaps, address them early through the provider’s governance process. Also, keep an eye on any Oracle announcements regarding Siebel, even if you’re off support. For example, Oracle might release a critical patch or make a policy change – your provider or industry news will usually highlight these. Ensure your provider covers any such developments for you.
By following these steps, CIOs and procurement leaders can make an informed decision and carry out a support strategy that maximizes Siebel CRM’s value while controlling costs and risks.
The key is to be proactive and strategic: whether you stick with Oracle or move to third-party support, do it intentionally with a clear plan, not out of default or a last-minute reaction. With Siebel CRM continuing to play a crucial role in many organizations, taking control of its support model is a smart move for long-term stability and success.
