Having everything in one system that natively feeds in sales actions to reporting, planning and case management is great for visibility across teams. NetSuite CRM has a plethora of features that cater to various business needs, enhance customer relationships and improve sales team performance. The secret is to have all data in one system.

Gain instant access to comprehensive customer data, such as history, transactions and preferences. You can monitor your team performance against quotas and pipeline by stage. And, your marketing teams can analyze acquisition, engagement, and conversion metrics for each campaign.

Track customer interactions across multiple channels, including phone, email, and social media and ensure that all customer cases and issues are addressed promptly and effectively.

Provide personalised customer experiences by tracking and monitoring customer behaviour and identifying trends, predicting future behaviour, and developing targeted marketing strategies.

Streamline and automate the sales process, manage leads, quotes, opportunities, upsells and customer interactions better. Workflows is a great tool to automate a lot of processes.

You can create as many rules as you need to properly route leads to sales reps who are most suitable for that territory, product, industry.

You can build saved searches to assist you and add them to your sales teams dasboards. Examples: Opportunities that have not been contacted for 20 days, Prospects without opportunities that have not been contacted in 10 days. Add these as saved searches to make navigating quicker.

Suite scripting is an incredibly powerful tool that you can use. You could for ex create a script to add specific details such as sales notes front and center o the record and to auto-collapse notes after there are too many of them. This will allow your team to see what is going on immediately without clicking the communications tab. If you understand javascript you’ll easily learn Suitescript, but keep in mind that Greenstep is always here to help you with Suite Scripting and usability improvements.

You can create and assign roles that dictate when users can do and control which forms they have access to, what their dashboards look like and what the navigation looks like. Using roles you can tailor your NetSuite user interface to each of your employee roles.

You can also use segments (Department, Class, Location or custom) to dictate who can see certain customers and transactions.

There are lots of connectors that you can use to integrate your NetSuite to other systems, ex outlook, power bi, hubspot, salesforce etc.

There’s not one CRM that is perfect, but in our opinion NetSuites benefits (when implemented properly) far outweigh is challenges. Here are the main challenges that we have experienced with NetSuite.

The biggest concern with NetSuites CRM is the number of clicks it takes to do things out of the box. For example, viewing contacts on a customer page takes a few clicks. The best solution to this is to hide unnecessary fields and use saved searches and customer dashboards.

We recommend that you hide all unnecessary fields and to use workflows to auto-set fields.

You can only filter by one layer up or down, ex you can filter contacts by customer and case attributes, but you cannot by ex cases that are managed by employees with a specific job title. To improve your filtering you can use our data warehouse and connect your NetSuite CRM to PowerBI.

Using the Quick add: New lead” doesn’t allow you to insert a primary contact for the company. To make this easier, you can help your sales team add a browser shortcut that takes them to the relationships – leads – new view directly. To add the basics of the contacts directly to the Lead record, enable contacts sublist on the form.