Customer Relationship Management

NetSuite CRM+ software delivers powerful customer relationship management (CRM) capabilities, including sales force automation (SFA), marketing automation, customer support and service, and flexible customization, all in a web-based CRM solution. And unlike typical CRM solutions, NetSuite CRM+ includes powerful sales performance, order management and marketing effectiveness capabilities as standard features.

NetSuite CRM+ is the only CRM solution that is completely integrated with the back office—order management, fulfillment, and financials—reducing manual entry and risk of error, and accelerating processes.

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Key Benefits

• Drive sales, service, and marketing performance with real-time, role-based dashboards
• Gain a true 360-degree view of all customer data and customer interactions
• Improve sales performance with accurate sales forecasts, automated commission, and upsell management
• Improve collaboration with your partners using joint lead and campaign management
• Streamline order management processes with complete integration across sales and finance
• Improve customer satisfaction with complete case management and customer history
• Redirect marketing budget to higher-ROI campaigns by measuring campaign effectiveness
• Drive sales and service from anywhere with mobile access.

Lead Management

• Track partner leads and referrals within a single application, enabling you to win—and retain—more customers
• Enable your partners to register and track their leads via one, easy-to-use partner management tool application
• Analyze conversion rates and ROI by lead source, and view how many leads were generated by each lead source.

Forecasting

• Provide accurate, up-to-the-minute partner sales forecasts that include projected amount of sale, probability of close, and weighted amount of each transaction
• Assess how each team across your diverse reseller channel is performing through aggregate reports across territories and teams
• Provide deep visibility into the channel pipeline to let managers assess the amount of potential revenue that exists at each phase of the sales cycle.

Sales Tracking and Order Management

• Give partners the ability to place and track orders themselves, diminishing the need for your own sales and support teams to monitor the process
• Gain full visibility into all of your partners' leads, orders and sales activities; use that data to create customized reports according to the criteria you set
• Provide resellers access to up-to-the-minute volume and negotiated pricing, eliminating the concern that your resellers are promising prices or promotions that are outdated.

Case Management

• Cut costs and improve workflow by automating the business processes associated with customer support case assignment, management, and escalation
• Route cases intelligently, enabling fast, efficient prioritization
• Respond to customer cases across a variety of mediums, including e-mail, phone, and fax
• Log and analyze e-mail communications in order to better serve current and future customers
• Route and track support cases according to product, issue, case type, partner or customer, giving customers a specialist in each area to address their concerns
• Enable online case creation and self-service case updates.

Real-time CRM Dashboards

• Netsuite's dashboards communicate information quickly, effectively and in real time. Whether a sales person, sales or marketing VP, or customer service manager, NetSuite equips them with the right information at the right time:
• For sales: The sales team get instant access to key measures such as achieved vs. quota, actual versus sales forecast, commissions, sales pipeline by stage, % net new customers versus those up-sold
• For customer service: The service team can quickly identify % calls resolved, monitor First-Call Resolution (FCR) metrics, analyze customers renewing maintenance, see call volume and trends as well as monitor customer satisfaction
• For marketing: The marketing team gets instant lead to close metrics, number of website unique visitors, lead-generation form completion, customer acquisition costs, and much more
• For executives: Get cross company visibility into financial and CRM measures—financial measures such as bookings and billing, sales pipeline measures and customer service performance.