Oracle NetSuite CRM – businessnewsdaily.com
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As with most large enterprise-grade software vendors, pricing for Oracle NetSuite CRM is “available on demand” only. In our experience, most NetSuite CRM customers bundle other Oracle services, including financial and ERP, human resources, professional service automation, and commerce, to reduce cost per user. If you see a quote online, be aware that your subscription plan may be very different. However, most small and medium businesses should expect to pay a few thousand dollars per month for their NetSuite services. Either way, Oracle has plenty of software solutions designed for businesses of all sizes, which means it’s definitely worth reaching out to their sales team to see how much a custom software package will cost your business.
Advice: Ask Oracle about their 10% discount on the first year license fee, which is available by referral.
NetSuite’s ability to provide your team with a live 360-degree view of your customers is achieved through their easy-to-navigate CRM dashboards that vary by department or role. To give you a better idea of what can be accomplished by different departments in your business, we’ll share some pre-configured dashboards for sales, marketing, and customer service teams.
The Sales Agent Dashboard begins with “Reminders” in the top left widget to help your team stay focused on leads, leads, and other customer sales activity over the past week. It also shows your sales reps the number of tasks to complete and directs them to their best opportunities to close sales.
The middle of the dashboard contains the most important KPIs, such as sales, quota achievement, new opportunities, leads, and more useful comparisons to keep your agents and teams on track to achieve their goals. You can also drill down to any of these metrics to view the data.
The “Navigation” module, located under your KPIs, provides a multitude of useful lists, transactions, tools and reports. The calendar section on the left side ensures that your sales agents can accomplish everything from one screen. The “Recent Records” icon in the upper left corner saves you even more time by providing a list of the customer records you use most often, as well as other information your agents have recently accessed.
The Marketing Director dashboard shows important details including KPIs, active campaigns, campaign responses, and new leads based on the time period selected. You can explore each of these areas to view detailed reports on what feeds into all the data. The useful “Lead Source” widget at the bottom left of the dashboard provides you with information on total sales by marketing campaign to help you understand which of your efforts has been the most effective. On the right side, your marketers receive monthly data on new business and customer trends. The dashboard puts everything you need in terms of performance monitoring in one easy-to-view screen for an objective view of what’s working well and areas where you might want to adjust your efforts and expenses.
The Customer Service Dashboard sends your support staff ‘reminders’ for cases that require responses, feedback and other high priority issues that require immediate attention – which can lead to a much better experience customer. KPIs here include open cases, new cases, escalated cases and closed cases.
Cases are created in the system in one of three ways:
- When a customer contacts by email
- Through online forums usually located on the merchant’s website
- By manual entry made by a customer support agent in the welcome dashboard from the “Create new” drop-down menu located to the right of the search function.
Any support representative can use these tools to jump into an existing conversation or case issues and communicate directly with the customer from within NetSuite.
|Marketing automation||Streamline email, web, event, and social media marketing campaigns|
|Forecast||Predict the future reliably and set achievable goals that generate income|
|Mobility||Easily access and download important data outside of the office with mobile apps|
|Native shipping integrations||Live shipping rates and label printing with USPS, UPS and FedEx|
You can create and run effective multi-channel campaigns to generate leads or align campaigns with other marketing and sales goals, including automated lead capture from events, direct mail, search engines and Web sites. Once captured, you can segment leads to enable quick responses that maximize the value of every interaction with compelling promotions and upsells. Netsuite provides a framework and workflows that allow your marketing team to target, create, execute and measure the success of campaigns on every channel you use to reach customers and increase conversions.
The ability to accurately predict the future based on past, real-time data is critical to the success of many sales and marketing teams. NetSuite’s probability-based forecasting provides businesses with weighted metrics of potential sales opportunities, quotes, and orders, all with the ability to quickly make adjustments when external factors or internal goals change throughout the market. month, quarter, year, or sales cycle.
Mobile apps for iPhone and Android can ensure collaboration and productivity for any mobile workforce, with the ability to access and download critical data. You can also help your employees working in areas such as field service, sales, and warehousing with mobile apps customized to meet your unique business needs through the SuiteCloud development platform.
Native shipping integrations
Drop-down lists and form fills make it easy for sales and customer support agents to find the best rates and delivery times based on their customer’s location. You can print labels from the dashboard to manage replacements or make sure your best customers get the right products delivered to their doors with the fastest delivery time and price available. With all sales actions performed on the same platform, information such as the estimated gross margin for each sale is automatically calculated.
Advice: NetSuite makes it easy to process customer orders with live shipping data integrations with USPS, UPS, and FedEx.
Implementing any CRM is very technical and not something that most businesses can easily handle on their own, which is especially true of NetSuite. It is also extremely important to make sure that your team is trained on how to use the software correctly to avoid headaches or costly mistakes. We recommend that you designate a project manager to oversee the implementation and serve as the primary point of contact between your business and the Oracle success team. Mid-sized businesses can choose one of the third-party NetSuite solution providers who work closely with you to configure and implement your ideal software solution.
NetSuite provides support to its customers online and by phone and email. They also have an extensive library of self-help topics through their support portal or one of their on-demand webinars that cover topics such as the basics of learning how to turn opportunities into sales with automation. Although NetSuite can be difficult to use, Oracle provides you with the educational resources you need to get the most out of your new CRM tools.
Oracle Netsuite is an incredibly powerful tool that will be complex to use well without the proper training and support from your staff. The highly automated system has a steep learning curve and is completely dependent on the information you are able to provide, such as up-to-date inventory information for each of your SKUs. For some businesses, switching to NetSuite can be difficult. Small businesses with simpler needs should consider an easy-to-use solution like Keap.
The cost of the service can be another prohibitive factor, especially for small businesses. While some organizations may pay a few hundred dollars per month for basic CRM service, most midsize and business customers will spend thousands of dollars to implement and run NetSuite CRM.
We recommend Oracle NetSuite for:
- Mid-to-mid-size businesses that rely on repeat business from their customers
- Any business that wants to deliver the best possible customer experience throughout the customer’s buying journey
We do NOT recommend Oracle NetSuite for:
- Small businesses without a strong focus on e-commerce
- Small and medium businesses without many tech-savvy employees
- Relationship-dependent businesses, where knowing the customer’s needs may not be as important as the sales representative’s personal relationship with their customers