NetSuite Customer Relationship Management (CRM)

Make the most of your customer experiences

What is NetSuite CRM?

NetSuite’s Customer Relationship Management (CRM) solution helps companies manage interactions with current and potential customers, partners and suppliers in a single place. With all the capabilities of a traditional CRM solution, such as sales force automation (SFA), customer service management and marketing automation, plus the ability to manage quotes, commissions, sales forecasts and partner relationships, NetSuite CRM provides a seamless flow of information across the entire customer lifecycle — from lead all the way through opportunity, order, fulfillment, renewal, upsell, cross-sell and support.

What is NetSuite CRM? (Video)

Unified Customer View

A single view of your customer across all channels provides access to updated, real-time data into all preferences, transactions, interactions.

NetSuite CRM Features

Accelerate productivity and provide relevant and personalized brand experiences with a single CRM solution for marketing, sales and service teams.

Sales Force Automation

Provide your sales organization with integrated sales processes from opportunity, upsell and quote management to sales forecasting, order management, fulfillment and commissions. Sales teams get visibility into every aspect of the customer relationship, including support cases and back-office information such as contracts and inventory.

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Marketing Automation

Target, build, execute and measure the success of marketing campaigns — taking the complexity out of lead qualification and conversion. Track and measure a prospect's activity, identify when a lead meets known buyer-readiness conditions and pass that lead to sales as soon as it meets your predefined criteria.

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NetSuite leads by lead source results dashboard

Customer Service Management

Create and automate case management processes so that customers can submit cases online, review the status and reply with follow-up communications. An online knowledge base helps customers get the answers they need.

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Partner Relationship Management

Enable real-time information flow between you and your partners. Maintain full control over every element of the partner-focused sales and marketing process, including joint marketing campaigns, lead management, sales forecasting, pipeline management, order processing and partner commissions and royalties.

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Mobile

View, enter and update key customer and sales data directly from a tablet or mobile device. Users can manage everyday activities, such as viewing calendar reminders, logging call notes and creating quotes, and submit time sheets and expenses with easy snap-and-attach receipts.

Customer Visibility

The NetSuite Customer 360 dashboard brings together key customer information and insights in one place. With information being pulled from across the suite, it provides everything you need to know about your customer, such as sales performance, recent activity, and key performance indicators (KPIs) like customer lifetime value and customer profitability.

Reporting and Analytics

Built-in reporting, real-time analytics and role-based dashboards enable sales, marketing and service teams to continuously monitor performance. Sales can access personalized goals, such as achieved versus quota and sales pipeline by stage. Customer service teams can measure case trends and client satisfaction. Marketing can examine acquisition, engagement and conversion metrics for individual campaigns.

NetSuite pipeline by sales rep summary report dashboard

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We would not be where we are today without the unified CRM and ERP system that we have with NetSuite. If not for NetSuite, our business would not have scaled as it has.

Thomas Löfblad
Vice President of Global Sales and Board Member, Handheld Group

NetSuite CRM Benefits

Single Data Source. A single view of a customer across all channels provides complete visibility into all online, in-store and phone transactions and interactions.
Improved Sales Performance. Get visibility into pipeline and forecasts and streamline the sales process with a fully unified quote-to-order, cash and fulfillment solution.
Effective Campaign Management. Streamline execution of marketing campaigns across multiple channels.
Increased Customer Satisfaction. Support teams can access customer information anytime, anywhere to drive customer satisfaction and retention.

Challenges NetSuite CRM Solves

Multiple Sources of Data. A centralized source of data — on customers, products, pricing, discounts, taxes and more — increases employee efficiency and collaboration.
Poor Visibility into Lead and Sales Activity. Get full insight into lead, prospect and customer activity to better inform sales, marketing and services teams.
Marketing Campaigns Not Aligned with Sales. Align marketing and the sales funnel by attributing qualified leads and sales to specific marketing campaigns.
Managing Sales Commissions. Automatically manage sales and partner quotas, and process commissions and referral bonuses end-of-month or end-of-quarter.

Faster Time to Value

NetSuite has packaged the experience gained from tens of thousands of worldwide deployments over two decades into a set of leading practices. These practices pave a clear path to success and are proven to deliver rapid business value and get you live on NetSuite in a predictable timeframe. Intelligent, stepped implementations begin with sales and span the entire customer lifecycle, so there’s continuity from sales to services to support.

How Much Does NetSuite CRM Cost?

Companies of every size, from pre-revenue startups to fast-growing businesses, have made the move to NetSuite. Looking for a better way to run your business but wondering about the cost?

Users subscribe to NetSuite for an annual license fee. Your license is made up of three main components: core platform, optional modules and the number of users. There is also a one-time implementation fee for initial setup. As your business grows, you can easily activate new modules and add users — that’s the beauty of cloud software.

NetSuite CRM is included with the NetSuite platform. Every employee that accesses NetSuite CRM needs their own user license.

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