"Customer" in CRM - NetSuite

colorfuleggnogSoftware and s/w Development

Feb 17, 2014 (3 years and 10 months ago)

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©
Copyright NetSuite Inc., All Rights Reserved.

NetSuite CRM+

Puts the "Customer" in CRM

©
Copyright NetSuite Inc., All Rights Reserved.

NetSuite Company Overview

What We Do:


Provide integrated, web
-
based business
applications to growing and mid
-
sized
businesses


Include solutions for Accounting/ERP, CRM,
and eCommerce


Over 5,400 customers


the largest base of
integrated, on
-
demand customers

Profile:


Founded in 1998 by Larry Ellison &
Evan Goldberg


600+ employees


Publicly traded on NYSE:

“N”


HQ in San Mateo, CA with 9 offices worldwide

Products:


Awesome products: every major award

©
Copyright NetSuite Inc., All Rights Reserved.

The Top Benefits of

NetSuite CRM+

©
Copyright NetSuite Inc., All Rights Reserved.

Benefit #1:


Get a true 360
°

view of the
customer

©
Copyright NetSuite Inc., All Rights Reserved.

Traditional CRM Focused on
Prospects
not

Customers

+

Lead

Prospect

Qualify

Meet

Quote

Order

Service Delivery

Repurchase

Suspect

+

+

+

+

+

+

+

+

No orders, no transactions, no post
-
sale activities!

©
Copyright NetSuite Inc., All Rights Reserved.

Problem with Today’s CRM: NO “C”

Nothing called “Customer”

in most so
-
called CRM
applications

©
Copyright NetSuite Inc., All Rights Reserved.

NetSuite CRM+: 360
°

View of Customer

Complete Customer Lifecycle Management

+

Lead

Prospect

Qualify

Meet

Quote

Order

Service Delivery

Repurchase

Suspect

+

+

+

+

+

+

+

+

©
Copyright NetSuite Inc., All Rights Reserved.

NetSuite CRM+ Provides the Missing Link

Order Management defines true CRM


Shows what each customer has bought


Full transaction visibility enables:


Forecast accuracy


Real marketing ROI


Upsell/cross
-
sell activities & campaigns


Incentive compensation management automation


NetSuite CRM+ is the only on
-
demand CRM system with
built
-
in order management


NetSuite CRM+ puts the “Customer” in “Customer
Relationship Management”


©
Copyright NetSuite Inc., All Rights Reserved.

Dashboards Provide Real
-
Time
Visibility Across the Business

Customers!

Quotes &
Orders!

Sales
-
specific
KPIs

Industry’s Best
Forecasting

Actual
Sales

©
Copyright NetSuite Inc., All Rights Reserved.

Benefit #2:


Sell better, forecast better

©
Copyright NetSuite Inc., All Rights Reserved.

NetSuite CRM+ Provides Easy,
Complete Sales Force Automation

Sales Management

Forecasting

Functional Breadth

Dashboards

Opportunity Management

Lead Assignment

Quota Management

Quote Generation

Quote
-
To
-
Order Features


Discount Management

Customer & Partner Portals

Off Line Client

User Interface

Look and Feel

Pricing and Product

Document Management

Search Capabilities

Deployment Options

*Source: Leading Independent Analyst Firm

NetSuite Has Been Rated Highest in Core SFA
Capabilities Versus

Other Hosted CRM Systems*

©
Copyright NetSuite Inc., All Rights Reserved.

The Industry’s Best Sales Forecasting

Easy to manage the sales forecast in real time


For the entire business, by sales team, by rep, by department,
by location, by class, by product, etc.


Provides answers to the common questions that sales
organizations struggle with


Actuals vs. plan?


Forecast vs. plan?


Confidence level of forecast?


Key open deals we need to focus attention on?


Performance by team, line of business, rep?


More reliable, accurate forecasts


Includes true “actual” sales to date


Traditional CRM systems don’t have real transactions, and can’t
distinguish between pipeline and actuals



©
Copyright NetSuite Inc., All Rights Reserved.

Great Ease of Use





“My mom could pick NetSuite up in
about three or four minutes.”



-

CEO, Sunset Companies

©
Copyright NetSuite Inc., All Rights Reserved.

Benefit #3:


Extend selling to online
channels

©
Copyright NetSuite Inc., All Rights Reserved.

Extend CRM to the Web and to Partners

The Web Is Now a Critical Channel

CRM


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Sales: View project status, outstanding quotes, order/contract
status, pertinent documents


Customer Service: Enter trouble tickets, see support/service
history, search knowledge base


CRM


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Online catalog for products & services, with dynamic pricing


Online marketing tools & tracking


Lead capture, referral tracking, promotional URLs, search engine optimization


CRM


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Self
-
service website portals


Lead sharing, routing, & territory management


Joint sales process: update opportunities, forecasting visibility


“Front line” customer service



©
Copyright NetSuite Inc., All Rights Reserved.

Benefit #4:


Improve marketing
effectiveness

©
Copyright NetSuite Inc., All Rights Reserved.

Natural

Search




E
-
mail




Online Ad




Track Leads, Customers, Revenue by:


Program Type


Campaign


Keyword


Industry


Company Size


Country


Etc.


Paid

Search




See the Results & ROI of All Marketing
Vehicles

Because NetSuite sees all transactions

©
Copyright NetSuite Inc., All Rights Reserved.

Example:

Results by Paid Search Keyword


Down to the Penny

©
Copyright NetSuite Inc., All Rights Reserved.

Benefit #5:


Save money & hassles

©
Copyright NetSuite Inc., All Rights Reserved.

On
-
Demand: Manage Your Business,

Not Your Software

Manage It
Yourself Style

HARDWARE


License

Maintain

Patch

Replace

DESKTOP OS

License

Maintain

Patch

Replace

SERVER OS

License

Maintain

Patch

Replace

DATABASE

License

Maintain

Tune

Upgrade

APPLICATION

License

Back
-
up

Upgrade

Migrate

On
-
Demand

HARDWARE


DESKTOP OS

SERVER OS

DATABASE


APPLICATION

Subscribe

©
Copyright NetSuite Inc., All Rights Reserved.

Why On Demand Is In
-
Demand

Dramatically lower cost of doing business


Predictable cost


well
-
defined TCO


Ends IT hassles


Faster development cycles and innovation


Instant, anytime, anywhere access




©
Copyright NetSuite Inc., All Rights Reserved.

Benefit #6:


Future Option:

Can use NetSuite to manage
your back office too, for
unprecedented integration

©
Copyright NetSuite Inc., All Rights Reserved.

One, Integrated System to
Manage Your Entire Business

©
Copyright NetSuite Inc., All Rights Reserved.

“America’s Team”

Proven Customer Success

Revs > $2.0 BB


NYSE: PGI

Revs > $500 MM

Revs > $1.6 BB


©
Copyright NetSuite Inc., All Rights Reserved.

What Customers Say

“NetSuite is the 360 degree view of our business we needed.
The others we looked at, including Salesforce.com and
Siebel, didn't do that.”


Managing Director, Qube Networks Ltd.


"Because of our move to NetSuite…our ability to forecast has
improved at least 70 percent."


VP Sales Operations, ViewSonic


"…NetSuite makes perfect sense. It lets you really
understand your customers and their buying habits.”


Marketing Manager, Oakland Athletics


“My mom could pick NetSuite up in about three or four
minutes.”


CEO, Sunset Companies


©
Copyright NetSuite Inc., All Rights Reserved.

Live Demonstration

©
Copyright NetSuite Inc., All Rights Reserved.

Summary Benefits of NetSuite CRM+

Get a true 360
°

view of the customer

Sell better, forecast better

Extend selling to online channels

Improve marketing effectiveness

Save money and hassles

Future option: Can use NetSuite to manage your
back office too, for unprecedented integration


©
Copyright NetSuite Inc., All Rights Reserved.

NetSuite CRM+

Puts the “C” in CRM

Manage the entire
sales process with one
system


No true CRM without
the customer


Orders define the
customer & purchase
history


Customer channel of
choice today is the
Web


The new standard for
CRM solutions
encompasses the
customer, their orders
and the Web


NetSuite CRM+ is the
ONLY solution
available today to
offer this

+

Lead

Prospect

Qualify

Meet

Quote

Order

Service Delivery

Repurchase

Suspect

+

+

+

+

+

+

+

+

©
Copyright NetSuite Inc., All Rights Reserved.

Questions?

©
Copyright NetSuite Inc., All Rights Reserved.

©
Copyright NetSuite Inc., All Rights Reserved.

©
Copyright NetSuite Inc., All Rights Reserved.

EXTRA SLIDES

©
Copyright NetSuite Inc., All Rights Reserved.


Advanced
Forecasting


Product Catalog


Service Catalog

Customer Lifecycle Management


Integrated Quotes/Proposals


Document Management


Document Publishing


Integrated Order Mgmt


Bookings Dashboard


Incentive Management


Customer Portal


Project Tracking


Time & Expense


Upsell/

Cross
-
sell


Website Hosting


Search Engine
Optimization


Website Analytics


Online Catalog


Lead Dashboard


Intranet Sales &
Marketing Tools


Mass E
-
Mail


Group Calendaring


Resource Availability

+

Lead

Prospect

Qualify

Meet

Quote

Order

Service Delivery

Repurchase

Suspect

+

+

+

+

+

+

+

+

Customers

Quotes & Orders

Sales
-
specific
KPIs

Forecasting

Actual
Sales




©
Copyright NetSuite Inc., All Rights Reserved.

Forecasting Dashboard:
At
-
a
-
glance

KPI’s Highlight
Key Metrics

Sales
Management
Portlet With
Expand/Collapse

Pipeline &
Forecast
Funnel

At
-
a
-
glance

KPI Meter

©
Copyright NetSuite Inc., All Rights Reserved.

Sales Management Portlet

©
Copyright NetSuite Inc., All Rights Reserved.

Sales Management Portlet

©
Copyright NetSuite Inc., All Rights Reserved.

Sales Management Portlet

©
Copyright NetSuite Inc., All Rights Reserved.

Calculated Forecast

Stage
Status

Worst
Case

Most
Likely

Upside