NetSuite CRM Review

Why We Chose NetSuite as Best CRM for E-Commerce

NetSuite’s ERP platform provides professional tools for financial management, order inventory, warehouse management and supply chain management. As a truly unified platform, NetSuite eliminates the need for third-party software integrations. Through its e-commerce add-on module, NetSuite has native integrations for nearly every imaginable sales-related process and workflow required for B2C and B2B companies. The feature will help you optimize inventory management by connecting inventory and order management data so you can fulfill orders quickly for same-day shipping. This module also includes tools to build engaging websites that are capable of providing an intuitive shopping experience with image galleries, product comparisons, advanced site search and social sharing.

You can build B2C and B2B e-commerce sites that make it easy for potential shoppers to learn about and buy your products. Source: NetSuite

The NetSuite CRM includes built-in customer service management tools to improve customer satisfaction and lower service costs. You can expedite resolutions by assigning, managing and routing customer support cases via phone, fax, email and the web. The included reporting tools allow you to monitor your customer service team’s metrics, including call times, customer satisfaction scores, subscription renewal rates and call volumes. You can also improve customer self-service with case submissions, order status tracking and a searchable knowledge center with published articles and videos to resolve common issues or answer simple questions.

You can use NetSuite’s case management tools to keep an eye on your service team’s ability to resolve customer issues. Source: NetSuite

Usability

As an enterprise-level CRM with many advanced tools and features, NetSuite is not among the easiest software applications for new users. If usability is important, consider our Keap review or monday.com Sales CRM review instead. However, anyone with experience using NetSuite’s ERP platform or other Oracle software services will feel at home. To keep sales staff on track each day, the CRM’s sales dashboard prioritizes reminders, which highlight the available opportunities to close, the tasks that need to be completed and the total contacts in the pipeline that have not had any sales activity in the past week. The main section of the dashboard lists your key performance indicators for sales, new opportunities and new leads.

You can easily drill down on any metric to get a deeper understanding of your performance or missed opportunities. The dashboard can also be customized to highlight the mix of tools, trends and information that is most important to your business goals. When the CRM is connected with NetSuite’s e-commerce solution, it becomes a single system of record for all customer activity and transaction data, thus improving sales effectiveness and enhancing the customer experience with real-time data integrations. With the included mobile app, you can access real-time business information, enter data, update customer information, submit expenses and take calls.

NetSuite’s default sales dashboard immediately reminds your team to follow up on leads, complete sales tasks and close on the best available opportunities. Source: NetSuite

NetSuite Features

Unlike most CRM software providers, NetSuite does not separate its features into distinct plans. Instead, NetSuite allows you to customize your software with the features and tools that matter to your business or industry. As a stand-alone CRM module, NetSuite has dozens of advanced features and customizable tools to support sales teams with the real-time data and insights they need to drive sales and provide exceptional, personalized service. This includes sales force automation, customer service support, marketing automations, comprehensive quotes, commission payouts, sales forecasts and mobile access. In the chart below, we’ve listed a few of the features that make NetSuite such a powerful CRM platform.

Sales Force Automation

As the heart of a CRM system, sales force automation empowers your sales staff with a clear overview and granular details of every aspect of your customer relationships. The dashboard provides actionable insights into lead, prospect and customer activity to better inform sales strategies and prioritize the day’s or week’s activities. The probability-based forecasting tools take the guesswork out of budgeting, with real-time sales data, customizable role-based dashboards, and CRM analytics for sales managers and agents. With direct access to all financial data through the ERP, all of your customers’ information is updated in real time for easy and accurate reports.

The software can provide your sales managers with up-to-date information to measure forecasts against quotas and meet sales goals. Source: NetSuite

Configure, Price, Quote (CPQ)

NetSuite’s CPQ feature provides you with an easy and error-proof process for selling highly configurable products with many variables, such as materials, colors, sizes and textures. The platform uses internal logic to prevent configuration errors, thereby saving you time and money on rechecking or reworking orders for products such as custom windows and front doors. With easy-to-use digital tools for creating 3D product visualizations and automating sales proposal generation, your sales teams can shift their focus from providing time-consuming quotes to nurturing leads and opportunities.

NetSuite CRM’s customization tools help you eliminate errors and save time. Source: NetSuite

Partner Relationship Management

This unique CRM feature provides a real-time information flow to boost partner collaboration efforts in sales and marketing activities. You can work with other brands or vendors, creating a conduit between organizations for joint marketing campaigns, lead management, pipeline management and order processing. The platform can also automatically handle any partner commissions and royalties with shared data to alleviate any headaches or miscommunication about owed payments. You can also calculate your commission or partner payments using the same internal parameters on sales, quantities, profitability or custom criteria.

NetSuite CRM lets you launch joint demand generation pages that allow your partners to monitor leads, sales activities, acquisition costs and conversion rates. Source: NetSuite

Intelligent Recommendations

As part of NetSuite’s 2023.1 update, Intelligent Recommendations for sales and marketing uses artificial intelligence (AI) to calculate and display product recommendations. Sales representatives can use this feature to identify and recommend additional products for sales orders, estimates and opportunity records. Online retailers can use this feature to show shoppers products they’re likely to purchase. The algorithm pulls data from a customer’s previous purchases, similar transactions from other customers, and items with a similar name, description or category. With machine learning, this feature improves over time as it collects more data and changes its recommendations in an effort to boost your conversion rate. To use this feature, you’ll need at least 50 inventory items and some transaction history over the past 12 months.

NetSuite CRM Pricing

Unlike the vast majority of sales CRM software providers, NetSuite does not have publicly listed pricing or a variety of monthly plans separated by available features. NetSuite’s sales CRM software is considered an added module to the core platform that requires an annual license fee. The total cost for NetSuite with the CRM add-on is based on the number of account users. NetSuite also charges a one-time implementation fee to cover the cost of the initial setup. According to our research, small businesses can expect to pay well over $1,000 per month for the licensing fee, add-on modules and additional user fees. Prices will vary greatly based on the sales CRM features and additional tools you include in your Oracle NetSuite platform.

Setup

NetSuite requires a one-time implementation fee for the initial setup process. Because the setup for the CRM also requires NetSuite’s ERP, the full implementation process can take weeks, if not months, of planning, data migration, configuration, testing and training for your team to use the platform efficiently. In most cases, you’ll need to assign a reliable project manager to work with your NetSuite representatives to ensure a smooth implementation and launch. With so much time and effort involved, NetSuite’s CRM is best for companies that plan to commit to NetSuite as their main SaaS provider.

Customer Service

Any user can reach a NetSuite support specialist at any time from within the program via the help button. You can also contact a support specialist by phone or web chat at any time if you have your account information. However, NetSuite recommends customers use the online form or the company’s SuiteAnswers knowledge center for any how-to-related questions or technical issues.

For larger projects and custom integrations, you may want to consider reaching out to a certified NetSuite consultant or agency. NetSuite offers numerous product certifications for administrators, users, consultants and developers. The existence of these certification programs speaks to the complexity of the platform and its seemingly endless potential for customization in any industry. Many of the certification programs recommend at least one year of experience in managing NetSuite, in addition to coursework and a timed exam that consists of multiple choice and matching questions.

Drawbacks

For small businesses in particular, the lack of transparent pricing and estimated high costs are among the biggest drawbacks of NetSuite’s CRM. To accurately compare NetSuite with competing software, you’ll have to speak with an Oracle sales representative about the many features and tools you’ll require, and they’ll give you a custom quote. For many small business owners who may not know exactly what they need from their CRM and related software services during the consideration stage, NetSuite can be a difficult sell.

Businesses that aren’t ready to adopt NetSuite for more than the basic CRM software will likely need to purchase NetSuite Connector as an added module to integrate with selling tools such as Shopify, BigCommerce, Magento, WooCommerce, Amazon, eBay and Walmart. While NetSuite does have a robust set of native cloud-based tools for nearly any business process, accessing them typically comes with an added monthly module fee.

Methodology

We considered all of the major CRM software providers for review in 2024. After performing our initial research into each platform, we selected 13 of the leading CRM solutions available today for small businesses, including Salesforce, monday.com Sales CRM, Freshsales, Zoho, Oracle NetSuite, HubSpot, Pipedrive and Zendesk. After spending many hours participating in live product demos and testing each platform, we identified the best use case for each of the 13 providers to help small businesses owners and managers choose the best CRM for their needs. We also took a deeper dive into nine of our top performers, reviewing them in detail to provide greater insight into the features and tools that separate the best CRM software from the competition. At its core, NetSuite is an ERP platform with native integrations for nearly every business process required to support online sales. The e-commerce module lets you easily manage inventory, collect payments and fulfill orders fast for same-day shipping in some cases.

Overall Value

We recommend NetSuite CRM for …

• Enterprise-level organizations seeking a unified data solution to manage all customer-related activities.
• Organizations that already use NetSuite’s ERP software.
• Businesses with complex software integrations in niche industries.

We don’t recommend NetSuite CRM for … 

• Small businesses that don’t want to adopt NetSuite as resource planning software.
• Small businesses looking for a simple CRM platform.
• Small businesses that need the most cost-effective CRM solution.