Is NetSuite CRM+ right for your business?

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A highly productive sales force has an enormous impact on your company’s bottom lines. Yet today’s salesperson faces more challenges than ever before- fierce competition, dynamic deals and demanding customers. That’s why better sales force automation (SFA) is critical to your success.

By choosing NetSuite CRM+, you can reap the many benefits of online SFA. NetSuite CRM+ goes beyond simple prospect management offered by other vendors and offers true customer management. With NetSuite CRM+’s online sales force automation, you can streamline your sales cycles, drive higher close rates and better serve your customers.

Sales Territory and Lead Management

Effective sales territory tracking and assignment, as well as lead routing, are the hallmarks of an efficient sales organization. But at many companies, sales managers rely on spreadsheets, or outdated homegrown software, to track and assign leads. As a result, they waste countless hours doing data entry work when they could be focusing their efforts on increasing sales. They also have a higher error rate for managing this critical¡Xand many times contentious process.

NetSuite CRM+’s lead management lets you manage your leads and prospects from the first capture to close of sales with efficiency and integrity. With NetSuite CRM+, sales managers finally have the tools they need for the day-to-day management of leads. Additionally, NetSuite CRM+ makes it easier for managers to re-align territories according to the changing needs of their organization.

*Benefits: *

  • Automated lead processing and sales territory management eliminate the need to drill down into each individual record, saving time, money and energy.
  • Leads are assigned based on the business rules you set, eliminating conflict over which sales person owns which lead or territory.
  • Instant e-mail notification increases chances that sales reps will follow up with customers quickly, leading to better service and more closed deals.

*Features: *

  • The powerful lead routing engine enables you to set up complex business rules - according to multiple criteria, including geography, product area, vertical industry, or timing - then apply those rules to your territories.
  • Leads can be captured automatically from your Web site, via online forms, imported from purchase lists, or entered manually.
  • Activity reports provide productivity analysis of all sales interactions, including phone calls, tasks, meetings and notes.
  • Territory re-alignment options enable you to re-assign territories when sales people either leave or join your company.
  • E-mail notification ensures that sales reps are given new leads in real time, decreasing lag time when following up with customers and shortening sales cycles.
  • Automated mass updates of leads and territories enable managers to make changes on a global level.

Opportunity Management and Competitor Tracking

A successful company understands how to manage and make the most of its sales opportunities while they’re still in the pipeline. But in order to do that, sales people need a detailed record for each opportunity.

Creating this detailed record has traditionally been a tedious process for sales representatives, often involving hours of time-consuming data entry and re-entry into multiple systems. With a single, powerful data repository, NetSuite CRM+ eliminates redundant data entry and saves time. Sales representatives now have key data at their fingertips - such as a list of contacts, a record of previous meetings, and categories of products and services that are ideal for a given customer - enabling them to make the sales that make you profitable.

Additionally, NetSuite CRM+ gives you the tools to track your competitors, including the strengths and weaknesses of their products and running promotions. Armed with this competitor tracking data, your sales people are more likely to establish customers’ needs, influence their criteria and close more deals.

*Benefits: *

  • Make the most of every sales opportunity - and maximize ROI on your marketing dollars - by viewing all opportunities as aggregate lists, or as detailed individual records.
  • Use competitor tracking functions to see which deals you’ve lost and which you’ve won, and use that business intelligence to educate your sales personnel.
  • Give sales reps access to all the discounting and customer-specific pricing rules that typically live in other systems - without requiring them to exit the application.
  • Improve responsiveness to all sales inquiries, driving return sales and boosting customer loyalty.
  • Track multiple leads within the same company separately, getting insight into each contact, conversation and unique opportunity.
  • Monitor the progress of each customer transaction - from initial contact to close of sale to post-sale support.

*Features: *

  • View opportunities in lists or within detailed opportunity records.
  • View competitive profiles, which include the weaknesses and strengths of your competitors.
  • Analyze the deals your competitors have won against your team, according to dollar and percentage amounts.
  • Assign different priorities to opportunities, customers and leads.
  • Analyze each opportunity according to its status in the queue.
  • Give sales managers a 360-degree view of all the leads and opportunities in the pipeline.
  • Convert quotes into sales orders with one click of a button.

Standard & Advanced Forecasting

NetSuite CRM+ provide sales teams with the tools companies’ large and small need to manage their forecasts. For companies with basic forecasting needs, probability based forecasting offers weighted measurement of pending opportunities, quotes and orders. And for companies needing more sophisticated forecasting tools, Advanced Forecasting adds the means to triangulate and better predict sales forecasts using forecast categories and deal ranges.

Advanced Forecasting makes the next generation of forecasting more reality based with a system of checks and balances that triangulates the sales forecast in a single dashboard view. This single view, called the Sales Management Portlet, combines a real-time view for the forecast from rep to manager including the following:

Simple or complex, you’ll create more accurate and reliable forecasts with NetSuite CRM+ thanks to:

  • A calculated forecast based on the opportunities, quotes and orders in the system
  • A “mood ring“ and override forecast which the sales reps & managers predict for themselves
  • The inclusion of bookings and recurring revenue projections in NetSuite CRM+

*Benefits: *

  • Make sales more predictable with the next generation of forecasting that is more reality based - with a system of checks and balances that triangulates the sales forecast.
  • Fine tune your forecast accuracy with forecast categories and the ability to enter a sales range for each open deal, enabling sales reps and managers to provide the most accurate forecast for the sales period possible.
  • Overcome often inaccurate sales process probability logic, sales rep sandbagging, and other dynamic challenges that cloud sales forecasting within a company thanks to ”mood ring“ forecast overrides.
  • Keep current with up to the minute forecast and sales results on your dashboard with real-time key performance indicators and graphical report snapshots.
  • Segment sales according to the sales team you want to view. Expand, collapse, access or hide using the management hierarchy defined via the Sales Management portlets.
  • Get true forecast visibility, rather than just pipeline, because NetSuite CRM+, with integrated order management, includes actual sales as well as projections of recurring revenue in forecasts while other vendors don’t.

*Features: *

  • _ Calculated Forecast _
    Forecasting tools in NetSuite CRM+ display all opportunities, quotes, and orders, including such key information as the projected amount, probability of close and weighted amount for each of these transactions. The Forecast Editor allows sales representatives to view their forecasts on a monthly basis, and make adjustments if needed, based on the changing nature of their deals.

With Advanced Forecasting sales reps have the ability to enter their forecast as a range. Opportunities, quotes and estimates include a forecast category enabling users to categorize the transaction appropriately as low, commit, or upside. You can even title these categories according to your business conventions, changing low to commit and commit to forecast for instance. When an opportunity or quote is placed in a forecast category, the corresponding amounts are calculated into the forecast, providing sales managers with the sales reps - most accurate forecast for that deal. * _ ”Mood Ring“ Forecast _
Sales people generally have a number in mind for what they ”believe“ they will close for a given sales period. The forecasting tools in NetSuite CRM+ allow this ”mood ring“ prediction to be captured as an override, without tying the forecasted number to any specific opportunities or quotes so there is clear visibility throughout the sales organization. In addition, this mood ring forecast applies to each management level, allowing sales managers to override the forecast as entered by the rep based on their knowledge of the reps forecasting habits. So if a sales rep is notorious for sandbagging their forecast, the sales manager can take that into account and enter the realistic forecast amount for that rep so forecast accuracy up the management hierarchy is increased.

With Advanced Forecasting, the ”mood ring“ forecast is represented as a range of overrides corresponding to the forecast categories of low, commit and upside, further increasing the accuracy and reliability of the sales forecast. Each sales manager has the ability to commit their team to a number for each forecast category via the Sales Manager Forecast Editor. * _ Forecast Dashboard & Reporting
Sales Management Portlet
The Sales Management portlet on the Forecast Dashboard provides a single, hierarchical view of the sales organization that can be expanded to show details down to individual reps or can be rolled up for summary views of each sales team, by manager. So you know exactly how the sales team is performing, at every level.
_Key Performance Indicators (KPIs)

Key performance indicators (KPIs) such as Open Opportunities, Opportunities Won and Opportunities Lost provide real-time forecast metrics with comparison against past sales periods. KPIs also allow for quick and easy comparison of Pipeline, Forecast and Quota. And with NetSuite CRM+, you can even get an at-a-glance breakdown of bookings (sales based on orders) versus billings (sales based on invoices).

Report Snapshots
Report Snapshots provide summaries in graphical or list format right on the Forecast Dashboard and let you put your finger on the status of key open deals so you can proactively put the right resources on the right prospects to close more deals faster. View the top deals outstanding for a given sales period, your sales funnel portrayed as pipeline by status, your top customers or even your worst performing sales reps.

_Forecast Reporting _
Numerous built-in reports are available to provide detailed forecast analysis. In addition, reports can be custom built using Ad Hoc reporting tools or the powerful Summary capabilities of the Search Engine in NetSuite CRM+.

Examples of built-in reports include:

  • Sales by Sales Rep analyzed by Sales Period
  • Forecast vs. Quota vs. Bookings
  • Forecast by Sales Rep analyzed by Class, Department or Location
  • Forecast by Item (Product or Service)
  • Sales Pipeline (Projected and Weighted) by Sales Rep
  • Pipeline By Status analyzed by Sales Period
  • Open and Closed Opportunities Won and Lost Opportunities

*Quote Generation *

In today’s competitive landscape, sales and marketing teams need new ways to save time. Only then can they focus less on administrative work, and more on the critical task of marketing and selling to customers.

With NetSuite CRM+’s automatic quote generation capability, you can streamline the entire selling process for your sales force - from contact to contract.

*Benefits: *

  • Streamline the entire selling process from lead to opportunity, quote generation to sales order, and finally, to post-sale follow-up and support.
  • Enable sales force to track and work closely with customers who are responding to a specific marketing campaign, helping them to close more deals, more quickly.
  • Give customer service reps a full view into customer order histories and issues, enabling them to deliver better, faster service.

*Features: *

  • Generate quotes quickly and easily from within NetSuite CRM+.
  • Convert quotes into sales orders with one click of a button.
  • Track leads as they become opportunities.
  • Enable sales, marketing and customer support personnel to view comprehensive, real-time customer order histories.

*Order Management System *

When it’s done right, order management can streamline your entire fulfillment process. It minimizes paperwork for your sales force, enabling them to focus their efforts on selling. It also ensures that customers get deliveries on time, boosting customer satisfaction and long-term loyalty.

Everything in NetSuite CRM+ is built around customers and orders - reports, dashboards, and customer intelligence all key off this tangible relationship with the customer, making it as easy to connect with them over the Web as in person. This order management capability also allows sales people to work a deal through the pipeline, right through to the actual close. So you can finally see booked orders in your forecast, greatly increasing its reliability, predictability and accuracy.

With NetSuite CRM+, sales representatives can turn estimates into orders with just one click of a button, significantly reducing their paperwork. Did you know that other CRM vendors’ solutions don’t include order management? That means you can’t complete the order and, importantly, you lose visibility into customer order histories for inquiries and support¡Xand for future marketing and sales customer intelligence.

NetSuite CRM+’s order management system also gives everyone in your organization access to the same, up-to-date order information. Support representatives can view order statuses; sales representatives know when to make follow-up calls; and customers can check order statuses in real time via the Customer Center, or your Web site.

*Benefits: *

  • Manage by fact with marketing ROI based on real purchases, sales effectiveness based on actuals not just projections, forecast accuracy you can trust, and sales incentives based on real sales in system real-time, not haphazardly on a spreadsheet.
  • Empower sales reps with the first and only hosted CRM solution that lets them create estimates and orders with one click, saving time and money.
  • Give customers full visibility into order status, boosting customer satisfaction and loyalty.
  • Mine centralized customer purchase histories for customer profitability analysis, strategic marketing and upsell/cross-sell.

*Features: *

  • Order processing lets sales reps turn estimates into orders with just one click.
  • Real-time order status means that everyone has access to the same, up-to-date order information.
  • All orders and their history are captured and managed within a single repository.

Incentive Management

At most companies, commissions are calculated using spreadsheets, or homegrown software. As a result, sales people spend much of their time ”shadowing“ their compensation - double-checking the company’s figures to ensure they’re getting their due. But by automating commission management, you enable your sales force to focus on what really matters: closing the sale. Sales force automation not only reduces needless paperwork, but it also gives you a simple, accurate way to maintain and track commissions for your entire sales force. Commissions are visible to reps and their managers as KPIs on their Dashboard so they know exactly where they stand for actual and projected commissions.

With NetSuite CRM+, you have the flexibility to schedule complex commission structures based on how you do business. You can structure commissions in any number of ways¡Xbased on quantity, sale amount, service sold, profitability of the product sold, or percent of quota that is reached. While many other vendors force you to adjust your business to their software, NetSuite CRM+ tailors itself to your specific business needs.

*Benefits: *

  • Free your sales force representatives from tedious commissions-related paperwork, enabling them to focus on what matters most: closing the sale.
  • Provide real-time, accurate visibility into commissions on reps’ and managers’ dashboards.
  • Analyze commission reports to understand how well your team is performing, or which specific products and services are your best sellers.
  • Motivate your sales force with an additional level of flexibility in setting up new, or retroactive commission plans.
  • Once commission payments have been approved, route them automatically to the payroll department, streamlining back-office processes and saving time and money.

*Features: *

  • Complex commission schedules can be managed centrally, and set monthly, quarterly, bi-annually or annually to allow for maximum flexibility.
  • Commission rules can be configured based on quota, sales, or quantity.
  • Calculation options enable you to calculate commissions based on a linear scale, marginal scale, or no scale at all.
  • Support for complete commission plans allows for multi-tiered scheduling and maximum flexibility in creating sales compensation formulas.
  • Full visibility enables sales force representatives to view commission reports and forecast their earnings on their personalized Real-time Dashboard.
  • Retroactive commissions options enable you to make changes to compensation plans, as needed, when needed.
  • Target commissions enable sales managers to set a goal and calculate commissions for the entire sales team.

*Offline Sales Client *

You never know where a sales call will take you. But what if you can’t find an Internet connection while traveling? Regardless of whether or not they have readily available online access, your sales representatives need to stay productive while on the road.

With the Offline Sales Client in NetSuite CRM+, sales people can access and update their leads, prospects, customers and contacts without Internet access. They can even create new records. They can also access opportunity management features, giving them the power to edit key details such as status, probability of close, projected amount and expected close.

*Benefits: *

  • Keep your sales force connected and productive, regardless of whether team members are online or offline.
  • Enable sales force representatives to update, create, or edit records to reflect changes in the opportunity pipeline.
  • Benefit from seamless upgrades when new versions of the application are released.

*Features: *

  • Update records for leads, prospects, customers and contacts while offline.
  • Drill down into records, or create new records.
  • Use opportunity management features and edit key details.
  • View quotes, orders and invoices within tabs.
  • Use the activities dashboard to access task and phone call lists, quick-add portlets and advanced searches.
  • Upgrade to new versions seamlessly, without having to recreate databases or ship CDs to remote users.

Upsell/Cross-Sell

For many businesses, tough competition has eroded both customer loyalty and profit margins. That’s why revenue growth often depends on the ability to market additional products and services to prospects and to existing customers.

With NetSuite CRM+ rich purchase history driven by past orders can be mined easily using flexible point and click query tools. Other lead, prospect and customer profile data can be mixed with the purchase history criteria to further segment target groups, allowing very specific messaging to be used to maximize the reach of multi-channel campaigns. Traditional CRM packages can’t do this. They have no purchase history.

Managers and executives can also analyze sales data to better understand customer demographics, order histories and other key metrics. By comparing this data to customer profiles, executives can then create highly targeted, customer-specific marketing campaigns, which generate more revenue.

*Benefits: *

  • The Upsell Wizard enables you to target specific items for upselling and cross-selling push campaigns. You can also analyze past order histories of customers, and create pull campaigns based on selling recommendations.
  • Customer segmentation capabilities let you target groups with such criteria as state, zip code, company size or specific industry.
  • All your employees can view upsell recommendations, so that everyone - regardless of their role - can sell effectively to your customers.

*Features: *

  • Leverage order histories to make your customer relationships more profitable through upselling and cross-selling programs.
  • Pinpoint your most valued customers and create customer-specific promotions and product offerings for them.
  • Segment your customers using advanced searches and complex criteria that you determine.
  • Use the market’s first and only CRM system that benefits both the seller and the buyer.

*Multiple Quotas, Multiple Forecasts *

Many businesses manage sales with multiple definitions of a sale - by orders, bookings, billings, and more. NetSuite is the first hosted application to provide alternate sales amount functionality (ASA) that allows for the tracking of multiple quotas and multiple forecasts, as well as the associated commission plans. Such powerful capabilities are the first for an on-demand solution and enable quotas, forecasts and commission plans to be driven using additional metrics that map to the way sales forces are actually managed.

*Benefits: *

  • Built on the powerful foundation of NetSuite’s order management & commissions platforms, these capabilities allow companies to measure sales teams using more than the just gross metrics of total sales or total bookings.
  • No more Excel. Because NetSuite captures the actual sales transaction in the form of an order, that order can now be sliced and applied against multiple quotas, forecasts and commissions schedules automatically.

*Features: *

  • Enable quotas, forecasts and commission plans to be driven using these types of additional metrics via an alternate booking or sale amount.
  • Alternate measures include multiple quotas, multiple forecasts, alternate, booking/sale amount, and flexible commissions.
  • All of these can be rolled up as multiple metrics for dashboard display and for inclusion in reports.

Other Applications

The following applications are designed to work hand-in-hand with Sales Force Automation:

"Sales Force Automation" is part of the NetSuite CRM+ line of products, developed by NetSuite.

Related Products

The following software product lines are also offered by NetSuite: