Key Features
Customer relationship management (CRM) solution offering traditional CRM capabilities such as SFA, customer service management and marketing automation, plus added capabilities of quotes, commissions, sales forecasting and integrated ecommerce.
• Sales force automation (SFA)
•Commissions and quota management
• Lead, prospect and customer management
• Opportunities, upsells, quotes and sales orders
• Call and task management
• Sales rep and territory forecasting
• Marketing automation
• Web to lead forms
• Campaign, email and event management
• Email templates
• Customer service management
• Support case and warranty management
• Return Materials Authorization (RMA) creation
• Partner management
• Mobile app access (iOS and Android)
Key Benefits
• Get a real-time, 360-degree view of your customers.
• Provides a seamless flow of information across the entire customer lifecycle—from lead all the way through opportunity, sales order ,fulfillment, renewal, upsell, cross-sell and support.
• Elevate productivity across the organization by managing contacts in one central place.
• Easily convert quotes into approved sales orders and automatically process with back-end financials.
• Access customizable, role-based dashboards and real-time analytics for sales, marketing and services organizations.
• Improve sales performance through forecasting, upsell and commission management.
• Automate marketing campaigns to align with sales efforts.
• Connect with NetSuite ERP and SuiteCommerce to create a single system of record for customer, online activity and transaction data.
Discovery Questions, Pain Points and Value Proposition
A CRM helps companies manage relationships and interactions with leads and customers, store information about them, and automate processes through the marketing and sales funnels. Different parts of the organization use CRM in different ways, but everybody benefits from accessing one central place for all information. This makes it easy for everybody to gain insight into the same status of every customer relationship and provide a consistent and relevant experience across the entire company.
| Pain Point | Discovery Question | NetSuite Value Proposition |
| Customer data is being managed in multiple systems for sales, marketing and support, processes are very manual. | Where do you store your customer data? How do these systems share data with each other? | Centralize customer data so sales, marketing and support use the same information to provide a better customer experience. Information is updated automatically into CRM without manual entry. |
| Poor visibility into lead and sales activity | How do you manage your sales pipeline? How do you get new leads into your CRM? How do you monitor your customer interactions? | Have full insight into lead, prospect and customer activity to better inform sales, marketing and services teams. |
| Sales reporting takes a few days to generate. | How accurate is your sales forecasting and reporting? Is it real-time or is there lag? | Get direct access to financials, so all sales forecasting and reporting is up to date. Sales can access real-time dashboards or export reports. |
| Struggle with managing sales commissions. | How do you handle sales commissions? How does this information get sent to Finance? | Quota and commission management automatically processes EOM/EOQ commissions. |
| Marketing campaigns are not aligned with sales efforts. | Do you have any marketing automation in place today? How does it tie into sales? | Attribute sales leads and revenue to specific marketing campaigns. Optimize the MQL and SQL funnel to drive more leads and sales. |
Value & Impact
• Increase employee collaboration by eliminating functional silos between Sales/CRM and accounting, credit, purchasing and other back-office functions.
• Increase employee efficiency by eliminating multiple sources of data (customers, products, pricing, discounts, taxes,etc.) and the redundant processes to support them.
• Reduce credit and collection costs with a single source of data that provides real-time access to all employees on customer status.
• Increase revenues with better analytics and value-added activities.
• Eliminate expensive license costs for 3rd party CRM applications and 3rd party connector apps to NetSuite.
• Reduce internal administrator costs required to manage 3rd party CRM and connector apps.