Tom Siebel Hates Me (And Anyone Else Asking The Tough Questions): Page 2

Siebel Systems, says our Enterprise Advisor columnist, is without a doubt the most closed-off, inaccessible, information-hostile public company in the software industry. Which makes Tom Seibel's claims of extraordinary customer satisfaction hard to swallow. (See Siebel Systems' response.)
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(Editor's note: The following is a letter from Siebel Systems replying to Josh Greenbaum's recent column.)

In response to Mr. Greenbaum's highly inflammatory column, we believe it is necessary to make your readers aware of the following facts to make a clear distinction between truth and personal agenda.

It is very curious to us that Mr. Greenbaum would launch such a highly personal attack on Tom Siebel when he has never met or spoken to Mr. Siebel and has never made any attempts to do so. It is impossible for us to provide access when he has failed to contact the appropriate people at the company to secure such access. Frankly, we are mystified by his highly emotional rantings -- especially given that they lack any basis in fact or reality -- and it appears to us that this is a deliberate and irresponsible attempt by Mr. Greenbaum to cause harm to Siebel Systems and Mr. Siebel.

So let's get to the facts. Mr. Greenbaum's "closed-door" criticism is entirely inaccurate. We are a global company that receives an average of 1,200 U.S. and international media and analyst inquiries every quarter. Each quarter we also participate in roughly 350 media interviews. We make every effort to respond to and provide additional information for each inquiry as quickly as possible. However, from time to time we need to prioritize our responses. During particularly busy times, calls may not be immediately returned to people with whom we are not familiar or who lack a certain level of stature in the IT industry. I am sure that Mr. Greenbaum understands the need for prioritized communications.

Mr. Greenbaum's column also overlooks the fact that Siebel Systems is recognized throughout the industry for the clarity, transparency, and quality of its financial disclosures. For example, Siebel Systems does not use pro-forma accounting methods, nor have we ever set up any off balance sheet entities or transactions. Furthermore, our public disclosures are among the most accurate and comprehensive in the world. It is wholly inappropriate and potentially actionable for Mr. Greenbaum to question our financial integrity without examining any relevant facts.

Finally, Mr. Greenbaum's criticism of our commitment to regularly measuring customer and employee satisfaction levels is unfounded and misguided. Siebel Systems will always consider the satisfaction of its customers and employees to be one of its highest corporate priorities. Notably absent from his column is the fact that Siebel Systems employs an outside firm, Satmetrix, to conduct extensive surveys each and every quarter. Satmetrix also conducts similar research for other major corporations in the IT industry, and Siebel Systems regularly receives the highest scores. The results speak for themselves. Ninety-four percent of our customers report that they would be pleased to act as our references. Ninety-seven percent plan to continue purchasing their customer relationship management (CRM) and employee relationship management (ERM) software from Siebel Systems.

In the future, we invite anyone on your staff to investigate relevant facts about Siebel Systems to ensure truthfulness is upheld at your publication.

Sincerely,

Stacey Wueste
Senior Director Public Relations
Siebel Systems, Inc.


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