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NetSuite CRM+ Review

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Product Snapshot

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

Fusion UV Systems Inc., Guitar Center, Hamamatsu, Intuitive, Jollibee, Prudential Life Insurance, Sara Lee

Customer Success Stories

Oakland Athletics

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NetSuite CRM+ Overview

NetSuite CRM+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 you don’t need to jump through a ton of hoops to weave this CRM system into your existing business processes. If you don’t currently have an ERP solution, your company 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 your business actually needs it.

About NetSuite
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
Opportunity Management
  • 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.

Customer Management

  • 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 your sales force.

Sales Forecasting

  • 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.

Quote and 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.

Incentive Compensation

  • 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.

Document Management Software

  • Publish and manage documents online for access across systems and departments.
  • Internal security controls so you can easily restrict access to documents if necessary.
  • 24/7 access to documents from anywhere.


Partner Relationship Management
Lead 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.

Forecasting

  • 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.

Campaigns and Promotional Discounts

  • Track and analyze key marketing data.
  • Isolate successful and unsuccessful campaigns to gauge effectiveness.
  • Set up promotions and discounts.

Sales Tracking and Order Management

  • Partners can place and track orders themselves.
  • Full visibility into your partners’ leads, sales activities, and orders.
  • Allow resellers access to up-to-the-minute negotiated pricing and volume.

Commissions Management

  • Calculate commissions based on commission on sales, inventory, quantity, profitability, and more.
  • Reduce errors such as redundant data entry.

Sales and Marketing Library Publishing

  • 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
Case 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.

Knowledge Base Software

  • Build an online knowledge base.
  • 24/7 online access to help documentation for your customers.
  • Organize and publish information based on different topics and solutions.
  • Service reps have access to knowledge base.

Customer Portal

  • 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 you can publish information to specific prospects or groups.

Time Tracking

  • 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

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 CRM+ Videos

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NetSuite White Papers and Demos

NetSuite CRM+ Demo
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.
Global CRM: Managing the Multinational Sales Force
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.
TCO of On-Demand Applications Is Significantly Better for SMBs and Mid-Market Enterprises
White Paper provided by NetSuite
See why the Yankee Group says that the TCO for on-demand solutions is much better than that of traditional on-premises solutions - even when evaluated over a 3 to 5 year period. On-premises solutions require significant investments in IT infrastructure and application deployment, support and update resources.