NETSUITE CRM GUIDANCE

Overview

Deliver Exceptional Customer Service at Every Touchpoint

Take advantage of a 360-degree view of your customers for improved customer satisfaction, more new customers, and lower service costs. With NetSuite’s integrated customer service management solution, everyone that interacts with the customer—sales, support, service, and fulfillment—has access to complete, key customer data in real time. This accessibility and visibility enables you to better support your customers while driving upsell and cross-sell.

• NetSuite’s call center capabilities let you serve customers quickly and efficiently with a 360- degree customer view.
• Case management automates the business processes associated with customer support case assignment, management, and escalation.
• Routing and tracking capabilities allow for support cases to be organized according to product, issue, case type, partner, or customer.
• Knowledgebase helps customers get the answers they need, aids customer rep training and education, and drives service consistency.
• Real-time dashboards and reporting monitor resolution metrics, renewals, and customer satisfaction.
• Online self-service enables customer case submissions, status tracking, and communications.

Benefits

Increase Customer Satisfaction
Give support teams the ability to access customer information any time and anywhere for better customer satisfaction and retention.

Reduce Costs with Effective Self-Service
Deliver a high-quality, high-touch experience for customers while reducing the cost of customer care with a robust knowledgebase in a customer portal.

Increase Efficiency and Productivity
Expedite case resolution by providing support reps complete customer visibility with appropriate case assignments.

Drive Incremental Revenue
Empower sales, service, and support reps to upsell and cross-sell more effectively with complete access to cross-functional customer data.

Features

Case Management
Expedite resolutions by assigning, managing, and routing customer support cases across multiple communications channels, including phone, fax and web.

Knowledge Management
Organize and publish content easily allowing your customers and service reps to quickly track down the information they need.

Customer Portal
Provide your customers with highly personalized and interactive service on the portal—boosting customer satisfaction and retention.

Time Tracking
Ensure better visibility into case management with time tracking directly tied to the customer record. Service professionals can easily track time spent with a given client.

Overview

Create and Execute Effective Campaigns to Drive Leads

NetSuite’s marketing automation software automates your entire marketing process so you can better align campaigns and programs with your sales teams. It provides the solid framework you need to target, build, execute, and measure the success of marketing campaigns. Generate highly qualified leads and accurately track the results.

Bridge the gap between marketing campaigns and sales execution
Systematize your entire marketing process for easy coordination between your marketing and sales teams.

Remove the complexity from lead qualification and conversion
Track and evaluate a prospect’s activity, determine when a lead meets buyer-readiness conditions, and turn that lead over to sales as soon as it meets your pre-defined criteria. Precisely target, develop, and measure marketing campaigns to reap the benefits of more competitive, efficient sales executions.

Benefits

• Effective Campaign Management: Streamline execution of marketing campaigns across multiple channels including website, email, events, and social media.
• Improved Sales Collaboration: Align marketing and sales goals to improve collaboration by quickly converting leads into customers.
• Shorter Sales Cycle: Deliver highly relevant content to prospects at the right time in the buying cycle.
• Real-Time Visibility: Gain insight into campaign performance and ROI with analytics.

Features

Lead Reporting and Analytics
Gain broad insight into your marketing programs in real time. Seamlessly track lead to revenue to measure ROI of lead-generation programs.

Campaign and Email Management
Create and track highly targeted marketing campaigns. Manage end-to-end mass email campaigns including database management, list creation, email personalization, and auto-unsubscribe capabilities.

Website Search Engine Optimization
Connect with your customers early in the buying cycle with search-engine-friendly pages. Get high rankings in search engines for dynamically generated webpages.

Landing Page and Forms
Create landing pages with an easy-to-use drag-and-drop interface. Build reusable templates to create a consistent look and feel. Form submissions instantly create leads in the CRM system for immediate sales follow-up.

Dial Up Business Performance—Any Time, Anywhere, on Any Mobile Device

Whether you’re using iOS, Android, or Windows phones, get the valuable business information you need with NetSuite’s comprehensive support for mobile devices. Cloud-based NetSuite empowers your workforce with unlimited mobility for anytime, anywhere login.

The unique SuiteCloud development platform lets you customize mobile applications to your specific business needs. At the same time, complementary mobile solutions from SuiteCloud Developer Network partners enable you to extend mobile functionality in such areas as field service, sales, and warehousing regardless of the mobile platform your organization uses.

NetSuite Benefits

• Access Anywhere
  Increase business performance with real-time metrics and role-based dashboards.
• Real-time Information
  Maximize productivity and effectiveness of sales reps with real-time data.
• Complete Customer Visibility
  Improve service with a 360-degree view of your customer.
• Customer satisfaction
  Enable out-of-office resolution with the flexibility of mobile devices.

NetSuite for iPhone

NetSuite for iPhone is available as a free download from the Apple App Store giving on-the-go business users complete access to NetSuite’s comprehensive business management suite. With the ability and freedom to conduct business on the go, you can approve sales order, estimate conversions, or complete billings at your convenience. The possibilities are endless.

SuitePhone Browser Access

Providing NetSuite functionality from any iOS, Android, or Windows device, SuitePhone increases productivity by mobile users with a desktop-quality experience on the go. SuitePhone allows users of iPhone, iPad, Nexus, and other smart phones or tablets to perform key tasks in NetSuite (manage leads, check forecasts, generate quotes and orders, create expense reports, etc.) without hassle.

Overview

Supercharge Sales Performance with Integrated SFA
NetSuite Sales Force Automation (SFA) software empowers your sales team with its cohesive, comprehensive capabilities and functions.

Stop juggling separate applications for commission, forecast reporting, and contact management. Everything you need is included in NetSuite’s integrated SFA and accounting features. NetSuite manages each stage of your selling process from lead generation to lead assignment, opportunity to order. NetSuite’s forecast and pipeline tools are unmatched by other software applications since actual closed sales are included. With customizable reports and KPIs right on your dashboard, you’ll have the knowledge you need to fine-tune your selling strategies month after month.

Benefits

• Boost Sales Productivity
  Enable effective collaboration and team selling to streamline the sales cycle.
• Gain Real-Time Visibility
  Provide sales managers with a complete view of all leads and opportunities in the pipeline. Visibility into your pipeline and forecasts makes sales more predictable.
• Improve Customer Relationships
  From sales and support cases to financial transactions, NetSuite Sales Force Automation provides the client details you need for a true 360-degree view of the customer. The more you know, the more you can provide great service.
• Efficient Accounts Management
  Create a holistic view of all accounts and their contacts with related activities in a single view. Stop wasting time trying to piece together data and information and benefit from the efficiency you’ve been lacking.

Features

• Opportunity Management
  Standardize best practices for winning deals by linking your sales process and the customer buying process.
• Sales Forecasting
  Make sales more predictable with real-time forecasting and a system of checks and balances that triangulates the sales forecast.
• Quote and Order Management
  Streamline the quote and order process with a fully integrated quote-to-order, cash and fulfillment solution.
• Incentive Compensation Management
  Provide visibility into accurate sales compensation calculation—ensuring the sales team spends more time selling and less time double-checking their commissions.