The Top 5 Reasons Customers Abandon Salesforce.com

kokomomammothSoftware and s/w Development

Feb 17, 2014 (3 years and 7 months ago)

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1
The Top 5 Reasons
Customers Abandon
Salesforce.com
© Copyright NetSuite Inc., All Rights Reserved.
Zach Nelson
President and CEO
NetSuite, Inc.
© Copyright NetSuite Inc., All Rights Reserved.
Agenda
NetSuite Overview
The Top 5 Reasons Our Customers Say They
Leave salesforce.com
Demonstration
Customer Discussion
Q & A
© Copyright NetSuite Inc., All Rights Reserved.
NetSuite: Better for Us
Courtney Elizabeth Anderson
President
Douglas Stein
VP Development
and Technology
Eric Wendt
President
Alan Arvin
Managing Partner
Courtney Anderson &
Associates, LLC
Demand
Solutions Group
© Copyright NetSuite Inc., All Rights Reserved.
About NetSuite
Co-Founded by Larry Ellison and Evan Goldberg in 1998
Largest Integrated SaaS Customer Base
ERP background makes CRM much more powerful
Awesome product: Every Major Award
© Copyright NetSuite Inc., All Rights Reserved.
Thousands of Salesforce.com Users Have
Switched to NetSuite
25x More Companies Switch to NetSuite
1,000 users - Opal Telecom
600 users - Premier Conferencing
500 users - Colt Telecom
400 users - Weyerhaeuser
225 users - EBSCO Publishing
100 users - Document Sciences
100 users - CaseCentral
2
© Copyright NetSuite Inc., All Rights Reserved.
NetSuite Ranks Higher in Core
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: Forrester Research
© Copyright NetSuite Inc., All Rights Reserved.
1
You Can’t Sell Anything
with Salesforce.com
#
© Copyright NetSuite Inc., All Rights Reserved.
Traditional CRM Focused on
Prospects not
Customers
+
Lead
Prospect
Qualify
Meet
Quote
Order
Service Delivery
Repurchase
Suspect
+
+
+
+
+
+
+
+
© Copyright NetSuite Inc., All Rights Reserved.
Not Even a Customer in
Salesforce.com’s UI
© Copyright NetSuite Inc., All Rights Reserved.
Salesforce.com Starts and Ends at
the Opportunity
Lead
Opportunity
Missing The Most Important Element of the
Customer Relationship: What they bought!
© Copyright NetSuite Inc., All Rights Reserved.
The CRM Process: Now with Sales!
Lead
Inventory/
Shipment
Visibility
Sales Order
Service
Opportunity
The Most Important Element of the
Customer Relationship: What they bought!
3
© 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
+
+
+
+
+
+
+
+
© Copyright NetSuite Inc., All Rights Reserved.
Multi-channel Selling Demands
Seamless Integration
Phone
Online
Offline
Email
© Copyright NetSuite Inc., All Rights Reserved.
Order Management
Defines True CRM

Forecast Accuracy

Marketing ROI

Upsell/Cross-sell

Incentive Compensation

Support Management

Partner Management
© Copyright NetSuite Inc., All Rights Reserved.
Five Reasons Salesforce.com
Users Switch to NetSuite
2
Save Money – Lots of Money
#
© Copyright NetSuite Inc., All Rights Reserved.
• No Mass Email Marketing
• No Integrated Quoting
• No Integrated Order Management
• No Integrated Web Analytics
• No Integrated Commissions
• Integrated Mass Email Marketing
• Integrated Quoting
• Integrated Order Management
• Integrated Web Analytics
• Integrated Commissions
Salesforce.com Lacks Core SFA
Functionality
© Copyright NetSuite Inc., All Rights Reserved.
• Salesforce.com Enterprise $150,000
• Email Marketing (10,000/month) $ 60,000
• No Integrated Quoting
• No Integrated Order Management $ 100,000
• No Integrated Web Analytics $ 12,000
• No Integrated Commissions
$ 60,000
TOTAL $ 382,000
The Real Cost of Salesforce.com
100 Users for 1 Year
}
4
© Copyright NetSuite Inc., All Rights Reserved.
• Salesforce.com Enterprise $150,000
• Email Marketing (10,000/month) $ 60,000
• No Integrated Quoting
• No Integrated Order Management $ 100,000
• No Integrated Web Analytics $ 12,000
• No Integrated Commissions
$ 60,000
TOTAL $ 382,000
• NetSuite CRM+ $154,800
• Integrated Mass Email Marketing No Charge
• Integrated Quoting No Charge
• Integrated Order Management No Charge
• Integrated Web Analytics $ 3,588
• Integrated Commissions $ 3,588
TOTAL $161,976
The Real Cost of Salesforce.com
100 Users for 1 Year
}
© Copyright NetSuite Inc., All Rights Reserved.
Five Reasons Salesforce.com
Users Switch to NetSuite
3
Eliminate Costly and Time
Consuming Integrations
#
© Copyright NetSuite Inc., All Rights Reserved.
Web
Support
ERP
Sales
The Composite Application: 1998
© Copyright NetSuite Inc., All Rights Reserved.
Web
Support
ERP
Sales
The Suite Is Now the Standard in
Fortune 1000
© Copyright NetSuite Inc., All Rights Reserved.
Warehousing
Accounting
SFA
Support
Web
Small to Medium Enterprise
© Copyright NetSuite Inc., All Rights Reserved.
Accounting
Web
Small to Medium Enterprise
SFA
Support
Warehousing
Sure this will work
YEAH
5
© Copyright NetSuite Inc., All Rights Reserved.
Type Order in
Word
Leave in basket
Print Order
Salesforce.com’s Own Quote to
Order Process
Walk to Finance
Re-type into
Oracle
© Copyright NetSuite Inc., All Rights Reserved.
Tightly Coupled Process
Integrated
Suite
Customer
Service
Quote
Pick & Pack
Invoice
Sales Order
© Copyright NetSuite Inc., All Rights Reserved.
NetSuite: Your Business On Demand
© Copyright NetSuite Inc., All Rights Reserved.
Web Site
Intranet
Publishing
Self- Service
Web Store
Financials
Order
Fulfillment
Time
Tracking
Inventory
Purchasing
Budgeting
Sales Force
Automation
Commissions
Marketing
Customer
Support
Quotes
& Orders
NetSuite: An Integrated Suite
© Copyright NetSuite Inc., All Rights Reserved.
NetSuite: An Integrated Suite
• Campaign to Lead
• Lead to Order
• Issue to Resolution
• Order to Delivery
• Contract to Service
• Contract to Renewal
© Copyright NetSuite Inc., All Rights Reserved.
Five Reasons Salesforce.com
Users Switch to NetSuite
4
For Solutions Pre-built to
Solve Industry CRM
Challenges
#
6
© Copyright NetSuite Inc., All Rights Reserved.
NetSuite Has Specific Features for
Distributors
NetSuite for Distributors
Inventory visibility
Available to promise
Demand forecasting
Volume, customer-specific pricing
Automated upsell/cross-sell
WISMO visibility
360 degree view
Self-service Customer Center
© Copyright NetSuite Inc., All Rights Reserved.
NetSuite Has Specific Features
for Services Companies
NetSuite for Services
Auto job creation from order
Service item catalog
Job tracking
Time tracking
Utilization, resource management
Service history
Self-service Client Center
Document management
© Copyright NetSuite Inc., All Rights Reserved.
Five Reasons Salesforce.com
Users Switch to NetSuite
5
To Get A Complete View of
the Customer
#
© Copyright NetSuite Inc., All Rights Reserved.
Dashboard
Customers!
Quotes &
Orders!
Sales-specific
KPIs
Industry’s Best
Forecasting
Actual Sales
© Copyright NetSuite Inc., All Rights Reserved.
Ecommerce
Manager
Support
Manager
CEO
Sales Rep/
Manager
Shipping
Manager
CFO
Run Your Entire Business
Your Business,
On Demand
7
Let’s Hear from Users
Demand Solutions Group
Alan Arvin
© Copyright NetSuite Inc., All Rights Reserved.
Demand Solutions Group
Business applications solution partner with an On Demand
technology focus
Lead a company’s technology evolution
utilizing the “On Demand Way”
 From plan through implementation
 CRM, ERP, Financials
 Method D – tuned specifically for selecting,
implementing and adopting On Demand solutions
Services charged “On Demand”
 service as a subscription
Partner with all the leading On-Demand Providers
© Copyright NetSuite Inc., All Rights Reserved.
Example Score Card from a
Customer
CRM Comparison
A
RCHITECTURE 12 13
Single Sign On (SSO)
 
Data Import - Exports
 
Workflow
 
Outlook Integration
 
PDA Integration
 
Roles, Responsibilities, Visibility
 
GLOBAL CONSIDERATIONS 7 8
Multi-Language
 
Multi-Currency
 
Localizations
 
Multi-Organization (Account)
 
REPORTING
6 8
Out-of-Box
 
Modify Existing - Create New
 
Dashboard
 
MARKETING
2 6
Campaign Management
 
Analytics
 
CRM Comparison
SALES
8 13
Lead Management
 
Oppty Management
 
Quote Generation
No

Product Evaluation Process Flow
 
Forecasting
 
Commissions - Sales Comp
No

PARTNER RELATIONSHIP MGMT
0 3
External Portal
No

CUSTOMER SUPPORT
7 8
External Portal - Self Service
 
Case Management
 
Workflow
 
Entitlement - Assets, SLA, Config
No No
FUTURE INTEGRATIONS
2
6
Minimal Backoffice Integration
 
Minimal Additional Lincs and Fees
 
TOTAL SCORE
44 65

High Functionality (3)
 Moderate Functionality (2)
 Low Functionality (1)
No Functionality (0)
© Copyright NetSuite Inc., All Rights Reserved.
SalesForce.com Limitations
AppExchange
 Requires multiple vendors
 Each vendor solution may work well with SF.com, but they
may not work well together
 May require re-work / additional implementation services
SF.com as an Application Platform
 SF.com configuration tools are simple to use, but do not
provide the flexibility often needed to meet business needs
 Data visibility between application objects is extremely limited
 Cannot enable workflow that is based upon non-UI events
 Cannot dynamically control field level security
 Out of the box reporting is very limited across the application
 In Short, SF.com’s strength is its simplicity, but it is also a
weakness
© Copyright NetSuite Inc., All Rights Reserved.
Key Functional Advantages of
NetSuite
Overall
 One application and one vendor – integrated ERP, CRM, and eCommerce
 Extensive out of the box capabilities across the entire application
 Much more extensible application
 Client and server side scripting
Sales
 Greater visibility to all customer data including sales history
 Out of the box quotation capability
 Seamless quote to order capability
 More sophisticated product pricing capabilities
 More capable forecast process
 Out of the box commissions
Marketing
 Marketing automation with eMail capabilities built into the system
 Customer/prospect response statistics
 Direct linkage between marketing campaigns and ROI
Customer Support
 Granular security model for knowledgebase
 Greater visibility to all customer data including sales history
8
Learning.com
Douglas Stein, VP Development and
Technology
© Copyright NetSuite Inc., All Rights Reserved.
Learning.com
Headquartered in Portland, Oregon
Provides complete curriculum and assessment
solutions over the Web to over 1.5 million children
and their teachers, kindergarten to grade eight
SaaS provider
© Copyright NetSuite Inc., All Rights Reserved.
Why We Switched
Had SFDC from January 2004 until October 2005
Switched from needing just CRM to accounting, order
management, etc.
Needed accounting system that could manage revenue
recognition of a subscription software vendor
Dilemma: What do we need to buy to add to SFDC to
create a complete solution?
With SFDC, we needed new products and consulting and
money lashed together:
 SFDC plus a parts bin plus a mechanic
And didn’t find anything we liked
© Copyright NetSuite Inc., All Rights Reserved.
Why NetSuite?
Total solution
Could migrate all our existing data
Went live with our sales force in September 2005
Moved from QuickBooks financials in October 2005
Now have an CRM PLUS order management PLUS financials
in one system
 Salespeople create opportunities and quotes
 Easy to fulfill and invoice and recognize revenue once sold
One place to go to get all data -- in the past 3 people
involved in a sale initiated from the field
Now only one person can address all of this; approval all
automated
Get year over year comparisons in real time – don’t need to
wait for the month to close
© Copyright NetSuite Inc., All Rights Reserved.
Learning.com
Real issue: Salesforce.com a big improvement on
ACT! – NetSuite as big an improvement over SFDC
SFDC couldn’t fill the bill, couldn’t answer from
“close to cash” – with SFDC, deal done, flurry of
activity – then Excel, Word docs, manila folders to
get sales invoiced and booked
With Salesforce.com, we could get a deal at the
end of the fiscal period and couldn’t book it in
time because couldn’t get invoice out the door!
"We're coming close to doubling
our business over last year
without adding any accounting
staff. With NetSuite, I'm less
afraid of growing by a factor of
10."
Douglas Stein, VP, Development and
Technology, Learning.com
9
Courtney Anderson &
Associates
Courtney Elizabeth Anderson, JD, MBA
Attorney at Law
Courtneyanderson.com
Courtney Anderson
& Associates
© Copyright NetSuite Inc., All Rights Reserved.
Courtney Anderson & Associates,
Headquartered: Austin, TX
The most elite organizations in the world seek professional
services and media appearances from Courtney Anderson
 Keynote Speaking
 Customized Corporate Training
 Executive Coaching
 Mediated Conflict Resolution
 Tele-conferences
 Speaker Training
 Consulting
 Noted author
Legal analyst for MSNBC, Fox, CNN and more
Courtney Anderson
& Associates
© Copyright NetSuite Inc., All Rights Reserved.
Courtney Anderson
& Associates
Why Courtney Anderson & Assts.
Switched
Anderson travels 300 days a year, relies on booking
agents for her business
Needed Internet-based solution to run the business
Used QuickBooks in previous law practice
SFDC: free, functional, and easy + QuickBooks on
line
Worked well but time consuming -- Had to duplicate
records in QB and SFDC
Wanted Internet real time access, billing accounting
“NetSuite is the undiscovered
all-in-one secret tool for success
for small businesses”
Courtney Elizabeth Anderson, JD, MBA
Attorney at Law
Courtneyanderson.com
Courtney Anderson
& Associates
Assemble Connect, Inc
Eric Wendt, President
© Copyright NetSuite Inc., All Rights Reserved.
Assemble Connect, Inc
Assemble Connect, Inc. is one of the first and
largest distributors of contract manufactured
products in the world
Corporate headquarters and distribution center is
outside of Chicago, IL
Warehousing abilities nationwide
10
© Copyright NetSuite Inc., All Rights Reserved.
Assemble Connect, Inc:
Needed third data base for parts and supply –SFDC handles
opportunities, not items
Need stronger distribution-centric CRM capabilities
Does CRM well- one of the first users – But…
 Third party integration
 Connectors to other systems
 Not conducive to a system
The $ spent on CRM wasn’t worth it – we were wasting
money
Why NetSuite? Looks like Salesforce but designed for a
distribution business
© Copyright NetSuite Inc., All Rights Reserved.
The Big Five
1.Includes the core information about the customer
relationship -- orders
2.Much lower cost because it integrates broad suite
of capabilities
3.Eliminates costly integrations
4.NetSuite includes industry-specific business
management capabilities for distributors, service
companies and software companies
5.360 degree view of the customer and your
business.
© Copyright NetSuite Inc., All Rights Reserved.
Lifetime Guaranteed Pricing*
at your present Salesforce.com price
Special Offer for
Current Salesforce.com Users
And we’ll convert your data for free*!
*See details at www.netsuite.com/stickershock
Swap Salesforce.com
for NetSuite CRM+
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Discussion and Q&A