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Net suite+crm+++customer+presentation[1]
NetSuite is a cloud-based business suite founded in 1998 that provides modules for CRM, Ecommerce, accounting, and ERP. It has over 12,000 customers in over 100 countries and achieved $236M in revenue in 2011. NetSuite offers a fully integrated suite of applications including sales, marketing, inventory, and order management. It provides advanced capabilities like customer segmentation, real-time reporting and analytics, and social collaboration tools. NetSuite also has a customizable platform called SuiteCloud that allows customers to build workflows, customize the user interface, and integrate with other applications.
Net suite+crm+++customer+presentation[1]
- 1. NetSuite CRM+ Sirius DecisionBriefing Rob Israch, Senior Director Marketing Vishrut Parikh, Director Product Marketing
- 2. Why NetSuite NetSuite Overview CRMStrategy: Beyond the Expected NetSuite Marketing Q & A
- 3. 2011 World’s most deployed cloudbusiness suite 2008/2009 First global cloud suite First vertical cloud platform 2007 IPO on NYSE Ticker: N 2000 First cloud business suite NetSuite History 1998 Founded by Larry Ellison and Evan Goldberg •12,000+ organizations • Approx100 countries
- 4. Record Revenue 22% YoYAnnual Revenue Growth $236.3
- 5. NetSuite: World’s #1Cloud Suite World’s most deployed cloud business management solution Used by 12,000+ organizations Fastest growing top 10 ERP Used across approx 100 countries Top 10 Cloud Companies to Watch Founded 1998 Publicly traded on NYSE: “N” Offices in 10 countries 1200+ employees $236M revenue in FY11 #1 Cloud Business Suite Industry Recognition Background Performance Best Financial Management Best Relationship Mgt. Best Business Software Best Cloud Platform Fastest Growing Top 10 FMS Vendor 3rd Year Running
- 6. NetSuite Front OfficeRecognition Codie Awards – Best Relationship Management Solution – Best Ecommerce Solution – Best Business Software Solution – Best Cloud Infrastructure Solution Gartner Magic Quadrant – 2008-11 Ecommerce Visionary – Evaluation based on Completeness of Vision & Ability to Execute
- 7. NetSuite CRM : Beyondthe Expected
- 8. Solution Overview For mid-sizecompanies to enterprises NetSuite: modular cloud business suite – CRM, Ecommerce, PSA, ERP NetSuite OneWorld: global management Industry-specific editions SuiteCloud platform – Wholesalers, Manuf., E-tail, High Tech, Pro. Services
- 9. Why is NetSuiteCRM Better? 360 degree view of customer Automated lead to cash process Built in sales alignment Ecommerce and Self Service Integrated Marketing Global business management
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- 11. Advanced Forecasting Product Catalog Service Catalog IntegratedQuotes/Proposals Document Management Document Publishing Integrated Order Mgmt Bookings Dashboard Incentive Management Customer Portal Project Tracking Time & Expense Upsell/ Cross-sell Website Hosting Search Engine Optimization Website Analytics Online Catalog Lead Dashboard Intranet Sales & Marketing Tools Mass E-Mail Group Calendaring Resource Availability + Lead Prospect Qualify MeetQuote Order Service Delivery Repurchase Suspect + + + + + + + + 360 View of the Customers
- 12. Real-time Visibility acrossEnterprise – Real-time data on sales, customers and inventory – Customer 360 view – Single system to view all CRM, Marketing, Ecommerce, ERP – Access data anywhere/anytime
- 13. Powered by theCloud: Mobility Distributed workforce, outsourcing, contingent workers, any device Self-Service Submit web based time and expenses and purchase requests via the web Self-serve customers, vendors, partners Visibility from Anywhere Real-time role based dashboards, Self-service reporting and analytics Personalized
- 14. B2B Upsell &Cross-Sell Engine Product correlations automatically generated based on buying patterns Sales / services able to apply upsell & cross-sell recommendations from transactions or customer record based on items selected / purchased Upsell / Cross-sell Wizard walks through campaign creation – Build ideal target list to market product X to – Determine best offer for customers who bought Y
- 15. B2C Upsell Management DetailedPurchase History – Mine past purchases – Total sales “value” Segmentation Tools – Expression builder – Complex queries Promotions/Offers – Track ROI on promotional messages, offers, discounts – Automated e-mail campaigns Multi-Channel Campaign Tracking – Real-Time Statistics & Complete ROI Lead Prospect Quote/Order Invoice/Rev. Mgmt. Service Delivery Support Upsell/Renew
- 16. Quote-to-Order Processing &Deep Product & Pricing Management One click convert – Opportunity to Quote – Opportunity to Order – Quote to Order Team Selling Product & Service Catalog – Multi-location inventory, time & materials, non-inventory items – Serial no., lot management, bar coding, bin management – Grouping, kitting, assembly items, work orders, BOMs Price Levels & Billing – Complex discounting rules – Multiple price levels, per customer pricing, multi-currency, multi-tax – Billing schedules
- 17. Managing Accurate Forecasting IncreaseForecast visibility with 3 modes: calculated, “mood ring”, scenario-based Dashboard provides easy view of quota/calculated/ override/actual – Direct drill-down to detail Multiple quotas, multiple forecasts possible – ex: 1st Year of Subscription vs. Total Bookings Forecast Accuracy reporting against Actual Sales made Lead Prospect Quote/Order Invoice/Rev. Mgmt. Implement Support Upsell/Renew
- 18. Incentive Compensation Rep visibility –Dashboard KPIs increment with every order placed – Actual and estimated commission reports Commission schedules – Extensive Schedule Formula – Accelerators, spiffs, etc. Multi-tiered plans – Includes rep and multi- level management – Retro-active supports changes – Products, services, percent, margin, more
- 19. Partner Relationship Management IncorporateExternal Channels into Internal Processes – Partner Self-Service Portals – Lead Sharing – Dynamic routing rules – Territory management – “Register” via online portal – Joint Sales Process – Update opportunities – Shared product/service catalog with restrictions – Forecasting visibility – “Front Line” Customer Service – Joint case/ticket management – Knowledge base – Incentive Compensation for Partners – Same robust multi-tiered plan engine as internal sales can be applied to partners
- 20. Multi-Channel Support E-mail CaseCapture Web Hosting, Ecommerce, Lead Forms Phone Support 360 Degree View Fast, Accurate Resolution Upsell + Cross-sell Opportunities Lead Prospect Quote/Order Invoice/Rev. Mgmt. Implement Support Upsell/Renew CRM / ERP Escalation to Meet SLA
- 21. Shopping Cart andOne-Page Checkout Based on industry best practices for shopping cart and checkout Includes Fully Customizable Forms Powerful customization with rich library of Web Store Objects and APIs
- 22. Ignite Site andIgnite WebApps Ignite Site provides cutting edge, interactive sites Ignite WebApps allow deep customization: Ignite Commerce API: – Shopper session, customer object and more Webstore Touch Points: – Login / Logout – Cart and Checkout – Registration – Customer Center SuiteScript Server Pages
- 23. Customer Self-Service Portal& Knowledge Base Password protected access View Personalized content – Project status – Outstanding quotes – Order/contract status – Pertinent documents – Products purchased, easily re-order items Customer Service – Enter trouble tickets / cases – Support/service history Knowledge Base & Solution Management – Search based on keyword etc.
- 24. AMERICAS APACEMEA Worldwide HQ GlobalBusiness Management ECOMMERCE PSA ERP CRM+SINGLE DATA SOURCE
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- 26. Managing Accurate Forecasting OptimizingPrograms with Real-time ROI Reporting Performing Customer Segmentation with Universal Database Target Campaigns Precisely Across Customer Lifecycle Providing Sales with Real-time Ecommerce / Lead Information Customizable Solution and SDN Network to Expand Capabilities
- 27. Optimizing with Real-timeROI Reporting Stay on Top of Performance by Measuring Lead Contribution Across Sources Improve Lead Quality by Getting Visibility in to Real Revenue Contribution by Program Save Time and Improve Accuracy with Built-In Real-time Reporting
- 28. Tracking Your ProgramPerformance Dashboards and KPIs – Get a Quick Read on Performance from Your Home Dashboard – KPIs available – from standard reports – Custom KPIs – from saved searches Standard KPI's Custom KPIs from Searches
- 29. Tracking Your ProgramPerformance Lead Source Analysis • Understand Lead Performance Across Your Program Mix • Run Reports in Real-time • Select Date Range and Format. Data Exportable • Drill Down to Understand Status
- 30. Tracking Your ProgramPerformance Sales by Lead Source • View Revenue Generated from Marketing Programs • Run Reports in Real-time • Select Date Range and Format. Data Exportable • Drill Down to Understand Status
- 31. Tracking Your ProgramPerformance Almost Endless Customization Possible
- 32. Campaign Response Summary –View key campaign performance statistics – Summary and detail views Analyzing Your Campaign Performance
- 33. Campaign ROI Analysis –Profit = $ from lead source – program cost – ROI = Profit / program cost Analyzing Your Campaign Performance
- 34. Measuring Your PaidKeyword Performance • Understand Lead and Revenue Performance by Keywords
- 35. NetSuite’s Universal Database OneComplete Repository of All Lead and Customer Interactions All Information Accessible in Real-Time All Data Sets Available Across Complete Customer Lifecycle All Target Groups Can Be Dynamic and Static Allows You to Perform Segmentation Analysis and Target By: – Lead Count – Opportunity Conversion – Customer & Revenue Conversion – Lead Source – Campaign Category – Demographics – Lead Date – Campaign Response – Offers – Transaction Types – Anything That’s In NetSuite
- 36. Tying CRM toEcommerce Create Forms, Web Sites, and Web Stores Within NetSuite All Web Site Activity Tied from Lead Through Purchase Sales Reps Get Real-time Visibility in to All Web Activity
- 37. Tying CRM toEcommerce Create Forms, Web Sites, and Web Stores Within NetSuite All Web Site Activity Tied from Lead Through Purchase Sales Reps Get Real-time Visibility in to All Web Activity
- 38. Tying CRM toEcommerce Create Web Sites, Forms, and Web Stores Within NetSuite All Web Site Activity Tied from Lead Through Purchase Sales Reps Get Real-time Visibility in to All Web Activity
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- 41. Social SuiteApps Financials Sales Service Marketing Projects Ecommerce SuiteSocial Framework Transactions • E.g. orders, opportunities, invoices Masterdata • Customers Dashboards SuiteSocial Open Framework Orchestrates Social Collaboration
- 42. Group Collaboration AroundNetSuite Transactions and Master Data • Instantly collaborate with co-workers, customers, and partners from the NetSuite record
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- 44. SuiteCloud Platform: Complete Customization& Development Graphical customization Workflow management Open scripting Web services Analytics Lifecycle management
- 45. © NetSuite 201045 5,000+ Developers 150+ Select Partners 1,000+ SuiteApps
- 46. SuiteFlow: Business ProcessCustomization with Clicks, Not Code – Workflow orchestrates business processes – Initiated on any customizable record across back-office & front-office (invoice, SO, customer, lead, campaign, case, time, expense etc.) Decision-tree branching, time-based delays or state transitions all handled through graphical user interface Custom objects can be embedded in workflows or serve as main record to trigger workflow process Can embed SuiteScript within workflow to call web services of other applications or perform even more complex actions
- 47. SuiteFlow: Customer UsageExamples © NetSuite 2010 47 Shareholder Representative Services (SRS): Case Categorization & Lifecycle SuiteFlow ESET: Fraudulent Order Management & Customer Notification SuiteFlow
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Editor's Notes
- #4 Backup for “world’s most deployed”.PaulThe only other major cloud solutions are SAP BBD (<1000 customers), Intacct (<5000 customers)According to Gartner “NetSuite is the most successful ERP suite SaaS provider operating in terms of active customers, international presence and functionality offered across the product.” – June 2011According to April Gartner market share report, no other cloud ERP vendors with larger revenue
- #6 If you’re not familiar with NetSuite: NetSuite offers a complete business management solution all running in the cloud at NetSuite’s data center. We’ve experienced dramatic growth since our founding in 1998 – growing double digits We’re on the vanguard of cloud computing as it gains acceptance in the enterprise – just recently we entered the Top 10 financial management / ERP solutions according to Gartner and IDC. Our cloud business management solution runs mission critical applications across finance, CRM and Ecommerce for over 6,600 companies – small and medium size businesses, and divisions of global enterprises., A key foundation to NetSuite’s success is the architecture, performance, security, and reliability of our data center .It provides a level of performance that is practically and economically impossible for a business to achieve with in house/on premise business applications In this presentation you’ll hear what you can expect from NetSuite’s data center, why you can trust NetSuite to run your business processes in the cloud, and how NetSuite sets the benchmark for the cloud data center.
- #41 Add people to the actions (ex: sales rep, AP etc.)
- #48 SRS has created workflows to manage support case assignment and enforce different business rules for each type of case. Their main workflow categorizes cases based on the inbound email address or properties of the case form, and assigns them to a particular queue. This workflow has 4 states, each with a separate function such as evaluation, categorization, or starting another workflow.Once in a queue, a separate workflow manages the lifecycle of each case, including the custom form, field visibility, and approval routing.Using workflow allows them to clearly segment/organize their business processes, and provides easy flexibility and scalability - they have a 3-level categorization of case queues, so they can modify and add to this categorization without having to change the main routing process. As they create new queues, they can add a workflow to manage the unique business process for each one.ESET has created a couple of workflows to handle potentially fraudulent sales orders. Their main workflow integrates through SuitePayments with Cybersource Decision Manager (a partner of ours) which identifies orders that may be fraudulent (based on address/credit card info). The workflow sends scheduled emails to the customer to try to resolve the order's status. The workflow operates on the sales order record, and there are 7 states that send emails to the customer, wait for responses, and eventually confirm orders as fraudulent, if appropriate. In that case, a second workflow takes care of marking the customer as fraudulent and removing their license and login access.Using workflow eliminates the possibility of user error and automates a process that incurred labor expense- previously it was managed manually by the finance team. This business process is important because it reduces unnecessary costs caused by processing fraudulent orders.