Customer Relationship Management
Single Customer View
It's nearly impossible to gain a full understanding of your customers' interactions and preferences when your customer, order and inventory data is stored in separate, channel-specific silos. With NetSuite Customer Relationship Management (CRM) running as an integral part of your commerce platform, you get unprecedented visibility into your customers' browsing and shopping activities. NetSuite CRM provides a 360-degree view of each customer from all channels and touchpoints, allowing you to deliver personalised and consistent service, provide a relevant, engaging shopping experience and build customer loyalty with your brand.
- Generate a single view of a customer across all channels for complete visibility into all online, in-store and call-centre transactions and interactions.
- Build rich customer profiles based on behaviours and interactions that can be made available to sales, marketing and support personnel.
- Create target segments for highly focused, personalised upsell and cross-sell campaigns and promotions.
- Understand your customers' true lifetime value.
- Reduce service costs, improve customer satisfaction and retention, and provide a consistent customer service experience across all channels.
Lifetime Customer Value
Traditional ecommerce platforms paint only a partial picture of customer lifetime value. NetSuite, as your financial system of record, allows you to paint a complete picture of the customer in terms of profitability. By quantifying promotional and marketing costs and product margin, you can make more educated decisions about your marketing spend – targeting the most profitable avenues and customer segments.