NetSuite CRM Review: Pros, Cons, Features and Pricing
NetSuite CRM is an all-in-one, cloud-based customer success software that helps businesses manage sales, marketing, and customer service operations. It's best-suited to medium to large enterprises operating across industries like retail, manufacturing, and software, as it offers real-time insights and ERP (enterprise resource planning) integrations to improve customer interactions.
Common pain points addressed by NetSuite’s CRM system include managing the customer lifecycle, automating sales processes, and tracking orders , which are crucial for sales and marketing teams. In this article, I'll cover NetSuite CRM's features, pros and cons, use cases, pricing, and more so you can decide if this software aligns with your team's customer relationship management needs and goals.
NetSuite CRM Evaluation Summary
- Pricing Upon Request
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NetSuite CRM Overview
In my opinion, NetSuite CRM is a solid choice for businesses looking for integrated customer engagement solutions. It excels in providing comprehensive core features, making it a reliable tool for managing customer relationships and sales processes. While the user interface might take some time to get used to, the platform’s thorough onboarding process helps your team settle in quickly.
Compared to competitors, NetSuite CRM's pricing is reasonable given its extensive capabilities, yet some might find it slightly on the higher side for smaller operations. The customer support is responsive, which is a significant advantage. However, if your business relies heavily on custom integrations, you might find some limitations.
Overall, NetSuite CRM is best suited for medium to large enterprises that need a unified platform for CRM and ERP functionalities.
pros
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You can customize dashboards to fit your team's needs.
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Your team benefits from real-time data visibility.
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Automation features help your team save time on repetitive tasks.
cons
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You might find the user interface complex and not very user-friendly.
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Your team may face a steep learning curve during initial setup.
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Reporting features might not meet all your team's needs.
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SupportYourApp
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How We Test & Score Tools
We’ve spent years building, refining, and improving our software testing and scoring system. The rubric is designed to capture the nuances of software selection and what makes a tool effective, focusing on critical aspects of the decision-making process.
Below, you can see exactly how our testing and scoring works across seven criteria. It allows us to provide an unbiased evaluation of the software based on core functionality, standout features, ease of use, onboarding, customer support, integrations, customer reviews, and value for money.
Core Functionality (25% of final scoring)
The starting point of our evaluation is always the core functionality of the tool. Does it have the basic features and functions that a user would expect to see? Are any of those core features locked to higher-tiered pricing plans? At its core, we expect a tool to stand up against the baseline capabilities of its competitors.
Standout Features (25% of final scoring)
Next, we evaluate uncommon standout features that go above and beyond the core functionality typically found in tools of its kind. A high score reflects specialized or unique features that make the product faster, more efficient, or offer additional value to the user.
We also evaluate how easy it is to integrate with other tools typically found in the tech stack to expand the functionality and utility of the software. Tools offering plentiful native integrations, 3rd party connections, and API access to build custom integrations score best.
Ease of Use (10% of final scoring)
We consider how quick and easy it is to execute the tasks defined in the core functionality using the tool. High scoring software is well designed, intuitive to use, offers mobile apps, provides templates, and makes relatively complex tasks seem simple.
Onboarding (10% of final scoring)
We know how important rapid team adoption is for a new platform, so we evaluate how easy it is to learn and use a tool with minimal training. We evaluate how quickly a team member can get set up and start using the tool with no experience. High scoring solutions indicate little or no support is required.
Customer Support (10% of final scoring)
We review how quick and easy it is to get unstuck and find help by phone, live chat, or knowledge base. Tools and companies that provide real-time support score best, while chatbots score worst.
Customer Reviews (10% of final scoring)
Beyond our own testing and evaluation, we consider the net promoter score from current and past customers. We review their likelihood, given the option, to choose the tool again for the core functionality. A high scoring software reflects a high net promoter score from current or past customers.
Value for Money (10% of final scoring)
Lastly, in consideration of all the other criteria, we review the average price of entry level plans against the core features and consider the value of the other evaluation criteria. Software that delivers more, for less, will score higher.
Core Features
Lead Management: Track and manage your leads efficiently with NetSuite CRM. You can assign leads to your team members, track their progress, and convert them into opportunities easily.
Customer Data Management: Store and access customer information in one place. This feature lets your team update and retrieve customer details quickly, so everyone has the latest information.
Sales Forecasting: Use historical data to predict future sales trends. This helps your team make informed decisions and plan for upcoming sales cycles.
Marketing Automation: Automate your marketing campaigns to reach your audience more effectively. You can schedule emails, track responses, and measure campaign success without manual intervention.
Customer Support Management: Manage customer inquiries and support tickets effortlessly. Your team can respond to queries quickly, keeping customs happy and satisfied.
Analytics and Reporting: Generate detailed reports to understand business performance. This feature provides insights into key sales data, customer behavior, and marketing effectiveness.
Ease of Use
NetSuite CRM may be a bit complex and challenging, with many users reporting feeling overwhelmed with its extensive options and multiple pathways. The interface isn’t always intuitive and often requires time to learn its layered structure.
However, extensive customer support is available to assist you as you get up to speed with its functionalities. If your team is prepared to invest time in learning, NetSuite CRM's comprehensive capabilities can be advantageous, but expect a steeper learning curve compared to more straightforward platforms like Salesforce CRM.
Integrations
NetSuite CRM offers robust integration options through its SuiteTalk API and connects with popular integration platforms such as Celigo, Dell Boomi, Jitterbit, and MuleSoft.
These tools enable NetSuite to integrate with a wide range of sales management and e-commerce applications, including systems like Salesforce, HubSpot, Shopify, Adobe Commerce, WooCommerce, BigCommerce, and others.
NetSuite CRM Specs
- A/B Testing
- Analytics
- API
- Audience Targeting
- Automated Conversion
- Batch Permissions & Access
- Behavioral Tracking
- Brand Management
- Campaign Management
- Contact Management
- Contact Sharing
- Conversion Tracking
- CRM Integration
- Customer Management
- Dashboards
- Data Export
- Data Import
- Email Integration
- External Integrations
- Keyword Tracking
- Landing Pages
- Lead Management
- Lead Scoring
- Link Tracking
- Marketing Automation
- Multi-User
- Notifications
- Password & Access Management
- Social-Media Integration
