Undoubtedly, customers are the most valuable assets of any organization. In order to stay ahead in this cut-throat competitive landscape, organizations are relying on CRM (Customer Relationship Management) Software. However, statistics suggests organizations cannot utilize their CRM systems to full potential. In this blog, we are discussing what pain points are associated with customer data and how to overcome those challenges.
Getting data fast enough to act – In this digitally enabled world, the expectations of consumers are changing drastically. They need immediate gratification, fast responses alongside personalized engagement. In fast paced environment, marketers find it difficult to respond quickly to changing customer behavior if they don’t have real-time visibility of customer data.
Actionable Insights – With obsolete customer relationship management software, organizations struggle to extract empirical evidence and actionable information to drive decisions and create meaning from it. With huge volume of data piling up in the system doesn’t always mean that you can understand customer behavior and patterns.
No unified customer view – The customer experience is becoming increasingly complex because of the proliferation of devices and channels. Siloed data and duplicate customer records leads to disjointed marketing efforts that eventually leads to unsuccessful campaigns. Furthermore, internal data silos prevent marketers to have visibility of different stages of customer life cycle which eventually restricts them to offer personalized engagement.
Lack of Mobility – No support for mobile devices not only creates inconvenience for sales reps but also impedes a company’s sales success. CRM mobility enables sales reps to stay with their customers wherever they go.
Lack of Scalability – Less scalable CRM solutions find it difficult to manage growing number of customers and employees. A highly scalable CRM solution will grow with your company.
With powerful, cloud-based solution like NetSuite CRM, you can easily overcome the above mentioned challenges. NetSuite CRM offers a real-time, 360-degree view of your customers while ensuring a seamless flow of information across the entire customer lifecycle—from lead all the way through opportunity, sales order, fulfillment, renewal, upsell, cross-sell and support. Apart from traditional CRM capabilities such as SFA, customer service management and marketing automation, NetSuite offers quotes, order management, commissions, sales forecasting and integrated ecommerce capabilities.
Key capabilities of NetSuite CRM
Sales Force Automation – NetSuite integrates sales processes from opportunity, upsell and quote management to sales forecasting, order management, fulfillment, and sales commission, enabling your sales teams to have unprecedented visibility into every aspect of the customer relationship. NetSuite empowers your sales team with back-office information such as contracts and inventory while enabling sales managers with a complete view of all leads and opportunities in the pipeline. NetSuite also offers sophisticated document management capabilities that enable sales teams to manage opportunities across status, potential revenue, key contacts, notes, related documents and more, enabling them to improve sales.
Sales Forecasting – NetSuite delivers complete visibility into opportunities with rich set of forecasting tools. With probability-based forecasting, NetSuite offers weighted measurement of pending opportunities, quotes and orders, enabling you to make necessary adjustments as deals progress. With “mood ring” forecast, organizations can overcome inaccurate sales process probability logic & sales rep sandbagging. NetSuite supports multiple forecasts for comparison to assess their accuracy.
Customer Service Management – NetSuite CRM enables you to deliver excellent customer service across multiple touch points. With a 360-degree view of customers, NetSuite enables you to improve customer satisfaction, attract new customers and lower service costs. With real-time visibility into sales, support, service, and fulfillment, sales and support representatives can deliver better support your customers while driving upsell and cross-sell. By assigning, managing, and routing customer support cases across multiple communications channels, including phone, fax and web, NetSuite CRM helps in delivering highly personalized and interactive customer services. With time tracking directly tied to the customer record, organizations can easily track time spent with a given client.
Marketing Automation – Built-in marketing automation software in NetSuite automates your entire marketing process, allowing you to better align campaigns and programs with your sales teams. With NetSuite, you can target, build, execute and measure the success of marketing campaigns. You can track and measure a prospect’s activity, identify when a lead meets known buyer-readiness conditions, and pass that lead to sales as soon as it meets your pre-defined criteria. As soon as your prospect completes a form, the lead details and other critical information populates NetSuite CRM in real-time and routes immediately to the right sales person. Sales gets leads instantly and gains access to detailed intelligence in real-time.
Partner Relationship Management – With Partner Relationship Management functionality, NetSuite ensures real-time flow of information to enhance visibility and boost collaboration. NetSuite also offers capabilities like joint marketing campaigns, lead management, sales forecasting, pipeline management, order processing, and partner commissions and royalties, delivering full control over every element of the partner-focused sales and marketing process.
Mobility – NetSuite provides intuitive tools that enable workforce with the ability to easily access and upload important data using mobile apps. With mobile apps for both iPhone and Android, NetSuite extends collaboration and productivity beyond the workplace. Furthermore, SuiteCloud development platform enables you to extend mobile functionality in such areas as field service, sales and warehousing.
The Bottom Line
With NetSuite CRM, organizations can overcome several challenges associated customer data. Furthermore, as a leading cloud-based, true SaaS client relationship management solution, NetSuite CRM offers high scalability while enabling you to leverage machine learning & business intelligence to gain actionable insights from customer data.