About NetSuite Customer Relationship Management (CRM)
Overview
NetSuite CRM manages every interaction with prospects, customers, partners, and vendors in a single cloud platform. It combines sales force automation, customer service management, and marketing automation with quote, commission, and sales forecast management across the entire customer lifecycle, from lead through opportunity, order, fulfillment, renewal, upsell, cross-sell, and support.
A unified customer view pulls real-time data on preferences, transactions, and interactions across all channels, giving sales, marketing, and support teams the information they need to act. The product is part of the NetSuite suite, which Oracle acquired in 2016.
Key Benefits
- A single data source gives complete visibility into every online, in-store, and phone transaction and interaction.
- Sales teams see pipeline and forecasts and manage a fully unified quote-to-order, cash, and fulfillment process.
- Marketing teams execute campaigns across multiple channels and attribute qualified leads and sales to specific campaigns.
- Support teams access customer information anytime, anywhere to improve satisfaction and retention.
- Partner management keeps control over joint campaigns, leads, pipeline, orders, and partner commissions and royalties.
- Real-time reporting and role-based dashboards monitor performance for sales, marketing, and service teams.
How It Works
NetSuite CRM carries each relationship through the full customer lifecycle, from lead to opportunity, order, fulfillment, renewal, upsell, cross-sell, and support. Teams subscribe to an annual license covering the core platform, optional modules, and a user count, with a one-time implementation fee for initial setup; CRM is included with the platform, and additional CRM licenses can be activated as the business grows.
Use Cases
- Sales teams manage opportunities, quotes, forecasts, order management, and commissions in one integrated process.
- Marketing teams build and execute campaigns, score leads against buyer-readiness criteria, and hand qualified leads to sales.
- Customer service teams automate case management, let customers submit and track cases online, and provide answers through a knowledge base.
- Partner organizations coordinate joint campaigns, lead management, pipeline, and partner commissions in real time.
- Executives and managers monitor the Customer 360 dashboard for KPIs such as customer lifetime value and customer profitability.
- Field staff view and update customer and sales data, log call notes, and submit time sheets and expenses from mobile devices.
Why Choose This Product
NetSuite CRM unifies marketing, sales, and service on the same cloud platform as NetSuite ERP, so customer data, contracts, and inventory flow into one source. This centralization removes silos across customer, product, pricing, discount, and tax data, aligns marketing with the sales funnel, and automates sales and partner commissions.
NetSuite Customer Relationship Management (CRM) Pros & Cons
- Single unified view of every customer across all channels
- Combines SFA, marketing automation, and service management in one suite
- Real-time reporting and role-based dashboards included
- Mobile access for call notes, quotes, and expenses
- Customer 360 dashboard with KPIs like lifetime value
- Additional CRM licenses required beyond the core NetSuite platform
Key Features
Sales Force Automation
Automates the sales process from opportunity and quote management to forecasting, order management, fulfillment, and commissions.
Marketing Automation
Targets, builds, executes, and measures campaigns while scoring leads against buyer-readiness conditions and passing qualified leads to sales.
Customer Service Management
Automates case management so customers submit cases online, track status, and get answers from an online knowledge base.
Partner Relationship Management
Coordinates joint campaigns, lead management, forecasting, order processing, and partner commissions and royalties in real time.
Mobile Access
Lets users view, enter, and update customer and sales data from a tablet or mobile device, including call notes, quotes, and expenses.
Customer 360 Dashboard
Pulls customer information from across the suite to show sales performance, recent activity, customer lifetime value, and profitability.
Reporting and Analytics
Provides built-in reporting, real-time analytics, and role-based dashboards for sales goals, case trends, and campaign metrics.
Commission Management
Automates sales and partner quotas and processes commissions and referral bonuses at end of month or end of quarter.
NetSuite Customer Relationship Management (CRM) Pricing
Pricing extracted from the product website and may change. Check the source for current details.
Frequently asked questions about NetSuite Customer Relationship Management (CRM)
How much does NetSuite CRM cost?
Users subscribe to NetSuite for an annual license fee made up of three components: the core platform, optional modules, and the number of users, plus a one-time implementation fee for initial setup. NetSuite CRM is included with the NetSuite platform, but additional CRM licenses are needed as the business grows.
What is NetSuite CRM?
NetSuite CRM is a cloud customer relationship management solution that helps companies manage interactions with current and potential customers, partners, and suppliers in a single place, combining sales force automation, customer service management, and marketing automation with quote, commission, and forecast management.
Is NetSuite CRM available on mobile devices?
Yes. Users can view, enter, and update key customer and sales data from a tablet or mobile device, manage everyday activities such as calendar reminders, call notes, and quotes, and submit time sheets and expenses with snap-and-attach receipts.
How does NetSuite CRM align marketing and sales?
NetSuite CRM aligns marketing with the sales funnel by attributing qualified leads and sales to specific campaigns. It tracks prospect activity, identifies when a lead meets buyer-readiness conditions, and passes that lead to sales as soon as it meets predefined criteria.
What platforms does NetSuite Customer Relationship Management (CRM) support?
NetSuite Customer Relationship Management (CRM) is available on: Web, iOS, Android.