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NetSuite CRM+ Review
Product Snapshot
Product Pricing
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Technology
NetSuite CRM+ is a completely cloud-based solution, saving you overhead on the cost of on-premise solutions. Additionally, it ensures that NetSuite CRM+ is available to you and your employees anytime, anywhere. The SuiteCloud platform allows you to customize CRM+ with partner integrations through SuiteApp.
Customer Focus
Over 16,000 midsized and high-growth companies, as well as divisions of large enterprises, use NetSuite to run their business. NetSuite’s CRM software is also applicable to any industry type. Their customers range from insurance providers to retail restaurant chains to online retailers, demonstrating the flexibility of their solution.
Select Customers
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Customer Success Stories
NetSuite CRM+ Overview
NetSuite CRM+ provides robust customer relationship management (CRM) abilities, which includes marketing automation, sales force automation (SFA), customer service and support, as well as flexible customization—all wrapped up in their cloud CRM solution. Unlike CRM solutions typically on the market, NetSuite CRM+ also includes sales performance management, partner management, order management, and marketing effectiveness capabilities within their solution as standard features.
NetSuite CRM+ can also integrate with a company’s existing ERP solution, ensuring that users don’t need to jump through a ton of hoops to weave this CRM system into existing business processes. If users don’t currently have an ERP solution, companies can gradually expand into the broader suite of products by adding NetSuite’s integrated ERP, professional services automation (PSA), ecommerce, or global business management options when businesses actually needs it.
About the Company
NetSuite was founded in 1998 and has its headquarters in San Mateo, CA — right in the heart of Silicon Valley. Its nine offices span the globe, with locations in Europe, Canada, Australia, and Asia. Gartner named NetSuite one of the top 10 the fastest growing financial management solution, and they’ve received four CODiE Awards from the Software and Information Industry Association in the past two years. NetSuite CRM+ won that award in 2010 for the Best Relationship Management System. Though NetSuite’s focus has generally been on small to mid-sized businesses, they stopped selling to smaller customers in August 2011. Now their focus is on mid-sized businesses and enterprises.
The company’s full suite of software offerings also includes NetSuite ERP, NetSuite OneWorld and NetSuite OpenAir.
NetSuite CRM+ Key Features
Sales Force Automation
- View opportunities as lists or in detailed, individual records
- Competitor tracking functions for deals lost and won
- Access to customer-specific pricing and discounting
- Better responsiveness to sales inquiries
- Multiple leads tracking within the same company
- Customer transaction monitoring from first contact to post-sale support
- 360 degree view into prospect and customer records
- Better information tracking on your customers
- Improve the value of customer relationships by selling to their exact needs
- Deliver broad-based proficiency to customers by facilitating and managing cooperative selling from the users’ sales force
- Real-time sales forecasting and checks and balances system
- Forecast categories
- Up-to-the-minute sales and forecast results with real-time KPIs and report snapshots
- Forecast overrides to avoid inaccurate forecasting
- Flexible sales management portlets
- Integrated order management
- One-click generating and conversion of quotes into sales orders
- Automated selling processes
- Easily track customers responding to a specific ad campaign
- Use customer purchase history for cross/up-sell and strategic marketing
- Simplified compensation plan management
- Reduces commission errors
- Create new sales incentives easily
- Better analyze commission spread
- Integrated commission reports into sales teams’ dashboards so they can track their earnings
- Publish and manage documents online for access across systems and departments
- Internal security controls so users can easily restrict access to documents if necessary
- 24/7 access to documents from anywhere
Partner Relationship Management
- Track partner referrals and leads in one application
- Allow partners to register and track leads via partner management applications
- Analyze conversion rates and ROI and view how many leads came from each lead source
- Up-to-the-minute partner sales forecasts. Includes: probability of close, projected amount of sale, and weighted amount of individual transactions
- Team assessments through reports across territories and teams
- Visibility into channel pipeline to assess the potential revenue at each phase of the sales cycle
- Track and analyze key marketing data
- Isolate successful and unsuccessful campaigns to gauge effectiveness
- Set up promotions and discounts
- Partners can place and track orders themselves
- Full visibility into partners’ leads, sales activities, and orders
- Allow resellers access to up-to-the-minute negotiated pricing and volume
- Calculate commissions based on commission on sales, inventory, quantity, profitability, and more
- Reduce errors such as redundant data entry
- Give partner organizations access to complete sales and marketing data
- Publish information like product fact sheets, marketing collateral, presentations, competitive selling guides, and other sales tools
- Creates a culture of knowledge sharing
Customer Service Management
- Automate customer support case assignment, management, and escalation
- Intelligent case routing
- Respond to cases using e-mail, phone, and fax
- Track and evaluate e-mail communications
- Route and monitor support cases depending on product, case type, issue, partner, or customer
- Online case creation and updates
- Build an online knowledge bas.
- 24/7 online access to help documentation for customers
- Organize and publish information based on different topics and solutions
- Service reps have access to knowledge base
- Customers have real-time access to order status, order tracking, return authorizations, etc
- Drive return visits and customer loyalty
- Customers can enter trouble tickets online
- Customizable content so users can publish information to specific prospects or groups
- Automate time tracking processes and consolidate for reporting and billing
- Keep more accurate customer records
- Complete visibility into how service and support teams split their time
- Real-time metrics to enhance time management systems
NetSuite CRM+ Screenshots
NetSuite CRM+ Videos
Pros
- Extensive features and functionality.
- Cloud based-solution.
- All-around solution that covers every business process.
- Complete and detailed views of customer data.
- Highly customizable.
Cons
- Users are generally unhappy with NetSuite’s support.
- No real functionality in iPhone app.
- $10K/year minimum to subscribe to the solution.
Overall
One of NetSuite’s greatest strengths is offering an all-in-one solution for all your CRM needs. Their features list is extensive, and the fact that it’s a cloud-based solution makes it all the more appealing to companies that don’t want to deal with the cost and hassle of maintaining an on-premise system. Additionally, their reporting and customer data tools offer a complete view of all customer information, improving productivity for customer service.
The company has had something of a varied past with its customers, however. There have been a considerable number of complaints regarding bad customer service from NetSuite, as well as functionality that was advertised, but not actually included in the solution. In the past couple of years, complaints have dropped off, so perhaps their support has improved, especially since they’re switching their focus away from SMBs to enterprises, which seems to be the norm.
We did mention the NetSuite iPhone app in the cons, but only because they list it as a feature/benefit of their CRM solution on their website. Judging from user reviews, however, the app has little to no functionality. It does allow for viewing information and reports, but no editing capabilities, which means you can’t actually do anything with the app except look at data. If that’s all you want from an app, you’re in luck; however most smartphone users generally expect that they can actually do more with apps that are supposed to integrate with other services.
NetSuite White Papers and Demos
Demo provided by NetSuite
NetSuite CRM+ includes all the foundations of CRM - Salesforce Automation, Marketing Automation, and Customer Support Service - while also providing your reps with a real-time view of all customer transaction, service issues, inventory, order status, and commissions. This demo allows you to view how NetSuite CRM+ can support a variety of roles in your organization.
White Paper provided by NetSuite
Customer Relationship Management (CRM) just isn’t what it used to be. Conceived as automated tools to help sales personnel maintain records of contacts, sales-related activities, and individual and team's progress toward goals and quotas, today's scope has become much more far reaching.
White Paper provided by NetSuite
Sales benchmarking represents a source of sustained competitive advantage for corporations today. The second largest cost item on a company's financial statement is SG&A expense which typically represents 30%-40% of revenue.
Products Similar to NetSuite CRM+
What Others Are Saying About NetSuite CRM+
- NetSuite CRM+ Review – CRM-Reviews.com
“NetSuite enables organizations to manage all core business functions from a central hub, which includes capabilities in customer relationship management (CRM), enterprise resource planning (ERP), accounting and finance, and e-Commerce…” - SoftwareShortlist.com – NetSuite CRM Review
“Full CRM tools plus ERP/Ecommerce functions that are ideal for the large to mid-size groups with complex sales and marketing programs…” - CRMsearch.com – NetSuite Independent Software Review
“While still a small company, NetSuite is driven by talented management, is fiscally sound and is growing. Continued execution will make this company a midmarket global player…” - PC World – Platform, Partners Key to NetSuite’s Future
“NetSuite is planning to use SuiteCloud more aggressively in developing its applications, and by doing so will be able to develop features faster…”
