Perfect storm: AT&T and Siebel
This one was so egregious, I had to post it.
AT&T modified their Siebel Systems CRM software 3 weeks ago and they still cannot fix a problem that does not allow customers to sign up for a new service. I am convinced that multi-million-dollar CRM packages from places like Siebel/Oracle/Broadvision (are they even still around?) are simply the wrong way to go about CRM. Companies thought that purchasing packages was the right solution, but the consulting fees and customization costs alongside the licensing basically negated any benefit to rolling your own solution.
Siebel is for suckers.
InfoWorld: AT&T Wireless Services still fighting CRM glitch: November 26, 2003: By : Telecommunications