NetSuite’s CRM (Customer Relationship Management) delivers a real-time, holistic view of your customers across the entire customer lifecycle. Its capabilities include SFA (Sales Force Automation), marketing automation, customer support and communication management all in a single cloud platform.
Using NetSuite CRM to track communication, and customer stages from Lead to Prospect to Client, while also including opportunities, sales orders, renewal, up-sell, cross-sell and support, not only makes managing your customers easy, but also helps deliver a professional service while maximising customer satisfaction.
NetSuite’s SFA gives your sales team full visibility into every aspect of the customer relationship, from general communication, to support cases and contracts. Also providing you with customer specific dashboards to gain better insight.
NetSuite’s Entity records include records such as Client, Employee, Partner and Vendor. The Client record is then further tracked by stages, such as Lead, Prospect & Client.
NetSuite’s Transactional records include records such as Cash Sale, Invoices and Opportunities. Each of these records can be attached or related to a Client record, allowing for full visibility of the sales process.
NetSuite’s automated Sales process allows for the status of a Client record to be changed automatically based on attaching or relating a transactional record to the entity record.
The difference NetSuite gives when we say a ‘holistic’ view, is that it gives a full view of not only all of the communication with your client, emails, phone calls, contact details, but you can also track any support cases they have raised, sales order, invoices, payments and projects.
This means you can be up to date with knowledge around how a lead is progressing, if a client has been in contact and have full traceability of what’s been requested or agreed.
This is especially helpful if you have multiple teams or people working with the same client. Ensuring you have full knowledge of the client’s journey, will enable you to provide a high standard of customer service allowing for excellent customer satisfaction – which in turn leads to up-sell!
Customer Relationship Management can cover a vast range of functionality, and sometimes it is hard to encompass the rich CRM functionality that NetSuite offers, within a few paragraphs. What is most important to remember, is that CRM, and a strong CRM system which allows a holistic view, is crucial for your business to maintain satisfied, happy customers – which is key to success.
As always, if you have any questions or need any help, please feel free to contact us here, or leave a comment in the discussion section below and a member of our NetSuite team will be in touch ASAP to assist.