"Customer" in CRM

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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,
eCommerce
• Over 5,400 customers – the largest base of
integrated, on-demand customers
and
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
Suspect
Repurchase
+
+
Lead
+
Service Delivery
+
Prospect
+
+
+ Qualify
+
+
Order
Quote
Meet
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
Suspect
Repurchase
+
+
Lead
+
Service Delivery
+
Prospect
+
+
+ Qualify
+
+
Order
Quote
Meet
© 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
NetSuite Has Been Rated Highest in Core SFA
Capabilities Versus Other Hosted CRM Systems*
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
© 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  Customer Self Service Portal
– Sales: View project status, outstanding quotes, order/contract
status, pertinent documents
– Customer Service: Enter trouble tickets, see support/service
history, search knowledge base
CRM  Website Tracking & Analytics
– Online catalog for products & services, with dynamic pricing
– Online marketing tools & tracking
• Lead capture, referral tracking, promotional URLs, search engine optimization
CRM  Partner Management
–
–
–
–
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.
See the Results & ROI of All Marketing
Vehicles
Because NetSuite sees all transactions
Natural
Search
Paid
Search
E-mail
Online Ad
Track Leads, Customers, Revenue by:
Program Type
Campaign
Keyword
Industry
Company Size
Country
Etc.
© Copyright NetSuite Inc., All Rights Reserved.
Example:
Results by Paid Search Keyword –
Down to the Penny
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Benefit #5:
Save money & hassles
© Copyright NetSuite Inc., All Rights Reserved.
On-Demand: Manage Your Business,
Not Your Software
Manage It
Yourself Style
On-Demand
HARDWARE
DESKTOP OS
SERVER OS
DATABASE
APPLICATION
License
License
License
License
License
Maintain
Maintain
Maintain
Maintain
Back-up
Patch
Patch
Patch
Tune
Upgrade
Replace
Replace
Replace
Upgrade
Migrate
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.
Proven Customer Success
Revs > $2.0 BB
“America’s Team”
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
Suspect
Repurchase
+
+
Lead
+
Prospect
+
Service Delivery
+
+
+ Qualify
+
+
Order
Quote
Meet
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
© Copyright NetSuite Inc., All Rights Reserved.
offer this
Questions?
© Copyright NetSuite Inc., All Rights Reserved.
© Copyright NetSuite Inc., All Rights Reserved.
EXTRA SLIDES
© Copyright NetSuite Inc., All Rights Reserved.
Customer Lifecycle Management
• Website Hosting
• Search Engine
Optimization
• Website Analytics
• Online Catalog
Suspect
Repurchase
• Upsell/
Cross-sell
• Lead Dashboard
• Intranet Sales &
+
+
Marketing Tools
• Mass E-Mail
Lead
+
Service Delivery
+
Prospect
+
+
• Customer Portal
• Project Tracking
• Time & Expense
• Integrated Order Mgmt
• Bookings Dashboard
• Incentive Management
• Integrated Quotes/Proposals
• Document Management
• Document Publishing
• Advanced
Forecasting
• Product Catalog
• Service Catalog
+ Qualify
+
+
Order
Quote
Meet
• Group Calendaring
• Resource Availability
© Copyright NetSuite Inc., All Rights Reserved.
Customers
Quotes & Orders
Sales-specific
KPIs
Forecasting
Actual
Sales
Forecasting Dashboard: At-a-glance
At-a-glance
KPI Meter
KPI’s Highlight
Key Metrics
Sales
Management
Portlet With
Expand/Collapse
Pipeline &
Forecast
Funnel
© 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
Most
Likely
Stage
Status
Upside
Worst
Case
© Copyright NetSuite Inc., All Rights Reserved.
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