NetSuite CRM is a customer relationship management platform designed for medium to large businesses. As part of the wider NetSuite cloud ERP solution, the CRM module aims to enhance how companies acquire, service, and retain customers across sales, marketing, commerce, finance, and service processes.
In this beginner’s guide, we’ll explore:
Key Features of NetSuite CRM
NetSuite CRM provides a wide range of capabilities to manage the entire customer lifecycle, including:
Contact and Account Management
The CRM allows you to track details about both individual contacts and organizational accounts. Key data like names, titles, addresses, phone numbers, emails, social profiles, etc. provide a consolidated 360 degree customer view.
Opportunity Tracking
Track sales opportunities across their lifecycle from lead to close/win. Opportunity details show pipeline value, stage changes, probability forecasts, activities, notes, files, and more to enhance sales visibility.
Marketing Campaigns
Plan, execute, and analyze the results of online and offline marketing campaigns with tools for email, social, SEO/PPC, event management and more.
Customer Service Case Management
Manage, track and report on customer service cases to enhance support and issue resolution. Link cases to accounts, contacts, assets, orders, returns, service contracts, and product issues.
Key Benefits and Capabilities of NetSuite CRM
Some of the key differentiated benefits and capabilities NetSuite CRM offers include:
360 Degree Customer View
By integrating CRM data with financials, ecommerce, inventory, order management, billing, service delivery, and more across the NetSuite platform, businesses get complete real-time visibility into every customer interaction and transaction. This enhances personalized cross-departmental engagement with customers.
Flexible Customization
NetSuite allows extensive customization of forms, fields, records, rules, reports, roles and workflows to match established business processes without requiring developer skills. This enhances user adoption by allowing companies to configure the CRM terminology and tools to their needs.
Scalability
As a cloud-native SaaS platform built on a single database, NetSuite is engineered to scale up easily to support business growth while delivering consistent performance. It allows both transactional and analytical CRM needs for companies ranging from several users to thousands across the globe.Key Industries and Departments Supported
NetSuite CRM brings value across many core industries and departments, including:
Industries:
- Manufacturing and Distribution
- Software and SaaS
- Advertising and Digital Marketing Agencies
- Professional Services
- Nonprofit
- And more
Departments:
- Sales
- Marketing
- Service and Support
- Finance
- Commerce
- Human Resources
The unified data model and approach enhances visibility and coordination across these critical business functions.
Implementation and Pricing Considerations
Businesses exploring NetSuite CRM as a potential solution should factor in:
Implementation Timelines
Depending on scope, complexity, customizations, and integrations, NetSuite CRM implementations can range anywhere from weeks to several months. Having an experienced implementation partner can speed ROI realization.
Pricing Model
NetSuite CRM capabilities come bundled into the broader NetSuite subscriptions based on number of users. Subscription pricing allows flexibility to scale up and down as business needs evolve.
Competition and Alternatives
While NetSuite provides an integrated, enterprise-class CRM solution, some alternatives to consider include:
– Salesforce Sales and Service Cloud – The longstanding market-leading SaaS CRM provider, but at additional cost and complexity to integrate with ERP and other back-office systems.
– Zoho CRM – A lower-cost CRM starting under $25 a month aimed at smaller businesses. Integrations and customization are narrower.
– HubSpot Marketing Hub – Specialized cloud software for inbound marketing and sales needs. Integrates with Salesforce CRM.
Determining the right CRM requires aligning solution capabilities to your specific business requirements.
Why Choose SuiteDynamics for NetSuite Implementation?
For organizations implementing NetSuite CRM, choosing an experienced and skilled implementation partner is critical to maximize value and ROI. Key reasons to consider SuiteDynamics for your NetSuite CRM needs:
- Comprehensive NetSuite expertise across ERP, CRM, ecommerce and industry editions
- Deep CRM process, customization and integration skills to match business needs
- Proven accelerators and best practices to reduce implementation effort and risk
- Bespoke pricing model with flexible options to manage costs
- Hands on training and knowledge transfer with 24×7 post go-live support
- Experience supporting global clients across 50+ countries
- 25+ 5-star reviews and case studies with leading enterprises
