Customer Relationship Management

One, Complete Customer View

If your customer, order and inventory data is stored in separate, channel-specific silos and systems, it’s almost impossible for you to gain a complete understanding of your customers’ interactions and preferences.

With NetSuite cloud Customer Relationship Management (CRM) integrated into your commerce platform, you gain unprecedented visibility into the browsing and shopping activities of your customers from first glance to checkout. NetSuite CRM software provides a 360-degree view of each customer from all channels and touchpoints. Deliver a personalised, engaging shopping experience and consistently superior service and support, to establish customer loyalty with your brand.

Key Benefits

  • Leverage a single view of a customer across all channels for complete visibility into all online, in-store and call-centre transactions and interactions.
  • Create rich customer profiles based on behaviours and interactions that can be improve sales, marketing and support staff effectiveness.
  • Segment your customers based on demographic criteria, and by shopping cart, buying or other history, to generate more personalised upsell and cross-sell campaigns and promotions.
  • Understand your customers’ true lifetime value to increase profitability.
  • Lower service costs, increase customer satisfaction and retention, and offer a consistent customer service experience across multiple channels.

Rich Customer Profiles

You can see every single interaction an individual has had with your business, online, in-store and on the phone, including their entire lifetime purchase histories, all from one place. Being a SaaS ecommerce solution, you can access from anywhere, anytime information on the customer’s website activities, such as items browsed, carted or added to a wish list, responses to marketing campaigns, communications with your business, returns history and much more. Gain a true understanding of your customers’ lifetime value to maximise profitability. Target customers with personalised marketing campaigns, promotions and offers by segmenting customers to drive sales and profitability.

Exceptional Customer Service Across Every Touchpoint

Provide employees who engages with the customer—sales, support and service—access to real-time customer data from anywhere, at any time and on any device. NetSuite's 360-degree customer view gives your service and support staff improved visibility into customer issues, enabling them to provide a consistent and insightful service experience across the customer’s channel of choice. Allow customer self-service by providing information to shoppers via a password-protected online self-service customer centre so they can manage billing and addresses, as well as access their order history and track order status.

Lifetime Customer Value

Traditional ecommerce platforms provide only a partial picture of customer lifetime value. NetSuite’s ecommerce platform seamlessly integrates with your Financials/ERP. As your financial system of record, you get a complete understanding of the profitability of the customer. By quantifying promotional and marketing costs and product margin, you can make better decisions about your marketing spend—targeting the most profitable avenues and customer segments.