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Oracle NetSuite CRM: The Ultimate CRM Solution with ERP Capabilities

NetSuite CRM Review – Oracle NetSuite CRM is the ultimate choice for growing and midsize businesses seeking an integrated CRM solution with enterprise resource planning (ERP) capabilities.

This comprehensive CRM offers a wide range of features, including sales automation, reporting and forecasting, CPQ (configure, price, quote) module, partner management, marketing campaigns, and customer success features.

It is part of the larger NetSuite business ecosystem, providing a centralized hub for all your business needs. In this article, we will explore the key features, advantages, disadvantages, ease of use, pricing, implementation process, and customer service of Oracle NetSuite CRM.

Why Choose Oracle NetSuite CRM

Oracle NetSuite CRM stands out as the best CRM software with ERP capabilities due to its extensive range of features and seamless integration with the broader NetSuite platform.

In addition to standard CRM functionalities such as contact and opportunity management, sales automation, reports, and sales forecasting, NetSuite CRM allows you to track marketing campaigns and customer support interactions within the same platform.

This integration with the ERP platform enables businesses to manage the entire customer journey, from lead acquisition to order processing to customer service.

By eliminating the need for multiple business platforms, Oracle NetSuite CRM streamlines operations and enhances efficiency, making it the top choice for companies seeking a CRM with ERP capabilities.

What We Like About Oracle NetSuite CRM

  1. Seamless Integration with NetSuite’s ERP Module: Oracle NetSuite CRM seamlessly integrates with NetSuite’s ERP module, providing enhanced CRM functionality with accounting, order management, and inventory tracking features.
  2. CPQ Module and SuiteCommerce Integration: NetSuite CRM offers a CPQ module and the option to connect with SuiteCommerce, NetSuite’s dedicated e-commerce platform. This makes it an excellent choice for larger e-commerce businesses.
  3. Direct Interaction with Customers and Partners: NetSuite CRM allows customers and partners to directly interact with the platform, freeing up your sales team to focus on closing deals and building relationships.

What We Don’t Like About Oracle NetSuite CRM

  1. Pricing Information Not Readily Available: Pricing information for NetSuite CRM is not readily available on the website. You need to contact the sales team for a product tour and pricing consultation.
  2. Requires Subscription to Oracle NetSuite: NetSuite CRM cannot be used as a stand-alone CRM solution. It requires a subscription to the overall Oracle NetSuite platform.
  3. Extensive Functionality Can Be Overwhelming: The extensive functionality of Oracle NetSuite CRM can be overwhelming and time-consuming to set up, especially for businesses with limited resources.

Ease of Use

NetSuite CRM is designed as an add-on module for Oracle’s flagship ERP system and other software packages.

As a result, it seamlessly integrates with the Oracle NetSuite platform and offers a user-friendly experience right out of the box.

The in-app navigation is straightforward, with clearly labeled menu components like leads, opportunities, forecasts, and reports.

The Home dashboard provides an overview of pending tasks, meetings, key performance indicators (KPIs), and shortcuts to key components.

The Recent Records tab and drop-down menu offer easy access to frequently used customer records.

While the CRM is relatively easy to use, Oracle offers fee-based training to help teams maximize its features.

Oracle NetSuite CRM Features

  1. ERP Functionality: NetSuite CRM works seamlessly with Oracle’s ERP product, allowing businesses to follow the entire customer life cycle and manage financial information, process orders, track inventory, and optimize supply chains.
  2. Sales Forecasting: The CRM provides several sales forecasting tools, including calculated forecasts that examine customer data to determine close probabilities, weighted amounts, and projected amounts for opportunities and quotes in the pipeline.
  3. Upsell Recommendations: The CRM’s built-in upsell manager analyzes buying patterns and CRM metrics to suggest upselling opportunities and recommended items or categories.
  4. Commission Management: Oracle NetSuite offers incentive program management tools that enable you to measure sales reps’ performance, forecast commission earnings, split commissions, and process payments within the CRM environment.
  5. Mobile App: NetSuite CRM’s mobile apps for iPhone and Android allow field reps and remote workers to access important data, execute sales strategies, log calls, send quotes, submit timesheets, track receipts, and more.
  6. Partner Relationship Management: The CRM includes extensive partner relationship management features, facilitating joint marketing campaigns, sales forecasting, order processing, and partner commissions. Partners and resellers can place and manage orders through the online Partner Center.
  7. Reporting and Analytics: NetSuite CRM provides customizable reports on sales, marketing, and customer support metrics, offering insights into call volume, customer buying trends, acquisition costs, and more. Individual, team, and territory performance can be analyzed, and predictive versus actual data can be reviewed.
  8. E-Commerce Customer Portal: Along with the CPQ module, NetSuite CRM offers a personalized web portal for customers, providing access to order histories, order status, self-service knowledge management, and support ticket submission.

Oracle NetSuite CRM Pricing

Oracle does not publish pricing information on its website.

To obtain a quote tailored to your business’s size, needs, industry, and required add-ons, you will need to contact a sales representative.

The base price for the Oracle NetSuite platform is estimated to be $999 per month, with each user seat costing $99 per month.

There is also a one-time implementation fee. Keep in mind that pricing may vary based on your specific requirements, and additional costs may apply for training or support.

Implementation and Onboarding

Implementing Oracle NetSuite CRM requires careful consideration due to its integration with the larger NetSuite platform.

The implementation process duration depends on the overall combination of add-on modules and customizations selected.

While simpler implementations can be completed in as little as 30 days, more complex setups may take over a year.

This longer implementation time is more suitable for larger enterprises with the resources and capacity to invest in a robust system like Oracle NetSuite.

Customer Service

Oracle provides immediate assistance when contacted for information about its CRM. Sales representatives offer guidance and advice based on your geographical area.

Self-service customer support, including subscription-based training with webinars and on-demand learning courses, is available online.

Oracle’s Education Success Advisors also offer personalized learning plans and additional training guidance.

Optional live training is available for an additional fee. While the online support library may not be as comprehensive as that of some competitors, it provides sufficient information to resolve basic queries.

In conclusion, Oracle NetSuite CRM offers an all-encompassing CRM solution with ERP capabilities, making it an excellent choice for growing and midsize businesses.

Its seamless integration with the NetSuite platform, extensive feature set, and comprehensive customer management capabilities make it a powerful tool for streamlining operations and driving growth.

However, businesses should consider their specific needs, implementation requirements, and budget before committing to Oracle NetSuite CRM.

Contact Oracle for a personalized quote and to discuss how Oracle NetSuite CRM can meet your unique business requirements.

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