Customer relationship management (CRM) is essential for businesses looking to grow revenue, improve customer satisfaction, and streamline sales and marketing processes. An effective CRM centralizes all customer data in one place, provides insights through reporting and analytics, and automation that saves time for sales and services teams.
Many businesses start out managing customers in spreadsheets or entry-level CRM tools that have limited capabilities. But as they grow and add more customers, they soon realize the need for a robust CRM platform that can scale with business demands. This is where NetSuite CRM comes in.
NetSuite CRM is part of the integrated cloud ERP platform NetSuite, which combines CRM, ERP, inventory, order management, ecommerce, and POS into a single system. This unifies business processes across departments and provides complete visibility into the customer lifecycle, from initial engagement to support.
In this blog post, we’ll explore key benefits of enhancing customer relationship management with NetSuite, including:
- Unified customer database
- Powerful analytics and reporting
- Sales force automation
- Marketing automation integration
- Omnichannel customer support
- Flexible customization
- Seamless integration with financials
- Scalability for business growth
Unified Customer Database
NetSuite CRM provides a single view of all customer interactions across channels, which is vital for sales, marketing, and support teams to deliver personalized engagement. Key data it centralizes includes:
⦁ Lead, prospect, and customer records
⦁ Email, call, and meeting history
⦁ Quotes and orders
⦁ Service cases
⦁ Marketing campaign interactions
⦁ Social media conversations
⦁ Custom records and files
Having a unified customer database eliminates referring between separate systems, spreadsheets, and notebooks to access needed information. Details are stored in one cloud repository, accessible from anywhere, by any authorized employee in real-time.
With context on previous conversations and activity, teams provide better customer service. Sales can tailor offers based on buying behavior. Targeted marketing reaches high-value customer segments. Executives gain strategic insights from customer analytics to guide decisions.
Powerful Analytics and Reporting
Generating actionable intelligence from customer data is vital for improving CX and guiding business strategy. NetSuite CRM comes equipped with real-time dashboards, pre-configured reports, and self-service analytics that make data transparent and quickly accessible.
KPI reports out-of-the-box give visibility into metrics like sales pipeline by stage, lifetime customer value, inactive customers, lead conversion rates, and customer support resolution times. Drag-and-drop tools help create custom reports for specialized queries without IT help. AI-powered analytics auto-recommend insights on trends, anomalies, segments, predictions, and actions to consider based on your data patterns.
Flexible data visualization including graphs, charts, and pivot tables allow viewing data any way for tailored consumption by different departments. Report bookmarking, scheduling and bursting ensures relevant reports reach teams when needed. With a true 360 view of customers alongside financials in one system, NetSuite CRM intelligence helps optimize your business around CX.
Sales Force Automation
NetSuite supercharges your sales process with workflows built for lead to order execution. Sales reps save hours per week by eliminating manual entry and paper-based processes that CRM automation replaces with efficiency.
Lead scoring automatically grades incoming leads so sales can prioritize best accounts. Closed loop marketing integrations create and nurture leads into sales qualified prospects. Email templates allow quickly responding to prospects while traveling or from mobile devices.
Productivity accelerating tools include proposal generation, order approval workflows, and saving quote templates for reuse. Sales managers get visibility into rep performance with pipeline dashboards and activity metrics. Overall, it streamlines previously cumbersome processes so your team can better focus on gaining and retaining customers.
Marketing Automation Integration
Syncing your marketing and sales systems is imperative to align departments on lead handling and positive customer journeys. CRM integrates directly with Marketo and Eloqua, two of the most popular marketing automation platforms. Activity history flowing between systems provides continuity from attraction to close.
Marketers send new leads matching sales criteria to be automatically created and routed based on rules. Bi-directional data flows ensure scoring models utilize the most up-to-date intelligence. Custom objects keep proprietary marketing data in your CRM for easy access while collaborating. Together they enable trigger-based workflows, progressive lead nurturing, and personalized multi-channel campaigns.
Omnichannel Customer Support
Today’s consumers expect every interaction and service channel to recognize them and reflect their history instantly. NetSuite delivers seamless omnichannel support by capturing all customer signals in one cloud repository, including:
⦁ Phone
⦁ Email
⦁ Website
⦁ eCommerce store
⦁ Retail locations
⦁ Social media
For example, when a customer emails your support team from your website, the agent accessing the integrated ticketing system will see past sales orders, social posts, and call inquiries prior to responding. This delivers exponential gains in first contact resolution, cross-sell expansion, issue pre-emption, satisfaction, and customer retention over standalone tools.
Flexible Customization
While NetSuite provides exceptional baseline functionality, the platform permits customizing solutions to our specific environment and specialized processes. The point-and-click interface allows modifying:
⦁ Forms and records
⦁ Fields and objects
⦁ Views and reporting
⦁ Workflows and approvals
⦁ Integrations
⦁ Scripting and API
User permissions enable control over applying customizations. Configuration rather than code-heavy personalization avoids adding IT project overhead. Low-/no-code flexibility paired with scalability makes NetSuite easily adapting as needs evolve without replacement costs down the road.
Seamless Integration with Financials
Connecting sales, marketing, services, and finance paints a true picture of customer profitability often obscured when these systems operate in data silos. NetSuite CRM, ERP, and ecommerce all utilize a single cloud database, meaning:
⦁ Sales activity automatically synchronizes with corresponding accounting impact.
⦁ AR/AP managers see outstanding invoices, payments owed, credits issued when talking with customers instead of toggling between applications.
⦁ Customer discount approvals respect accounting approval paths and budgets.
⦁ Reporting combines sales performance metrics with bottom line profit calculations.
This provides immense value as organizations scale, eliminating inefficiencies of syncing multiple platforms. Ops and accounting obtain visibility to guide decisions with customer-centric context correlated directly to every recorded transaction.
Scalability for Business Growth
NetSuite CRM enables our relationship infrastructure to scale from 10 to 10,000+ customers without concurrency limits or deterioration of performance. The cloud hosts data with guaranteed 99.5% uptime, anytime speed, and security meeting corporate standards.
Low maintenance requirements avoid the need to manage servers with their vulnerability to crashes plus patch and upgrade hassles. Role-based dashboards, automated workflows, and flexible customization ensure the solution stays aligned with sales and marketing objectives as our personnel and account volume grows over the coming years.
Why Choose SuiteRep for NetSuite Implementation
Attempting complex enterprise software CRM migrations without guidance often ends poorly. SuiteRep helps businesses seamlessly transition onto NetSuite through our proven FAST methodology. With certified NetSuite consultants who’ve successfully configured the platform across 1000+ companies globally, our team eliminates the pitfalls wasting 90% of IT budgets on failed deployments.
SuiteRep takes a holistic approach, realigning associated financial, sales, and HR processes around NetSuite’s unified data model for maximum gain. We leverage deep platform expertise to customize the solution to your workflows and systems landscape. Our agile iterations ensure a right-fit from go-live, while planning for future needs as you scale.
SuiteRep also provides post go-live support to assist with launch, user adoption, enhancement requests, and continual optimization. We become your long-term NetSuite partner ensuring it remains core infrastructure empowering business transformation for years ahead.
Conclusion
Transitioning onto NetSuite CRM marks a tipping point for organizations struggling with fragmented systems, siloed data, and limited visibility into the customer lifecycle. By centralizing records on a unified platform, intelligence and automation permeate processes enterprise-wide to increase productivity, decision making, and customer experience.
NetSuite shatters data silos to provide true understanding of how account activity impacts financials, while allowing flexibility to customize to any operational environment. With scalability built for rapid business expansion, it creates order from data chaos to drive revenue while strengthening customer relationships.
To discuss if NetSuite is the right CRM platform for helping take your organization to the next level, schedule a free demo or strategic planning session with SuiteRep below.
