At its core, a CRM (Customer Relationship Management) system gathers customer interactions across all channels in one place. Sounds great, but why does it matter? Properly tracking and using this information is the key to maximizing the value of your customer interactions. It allows you to deliver a better experience to your customers and to boost your sales revenue by capturing the right opportunities at the right time.
NetSuite CRM can be used on its own to manage sales, marketing and service activities. For the purposes of this post, we’ll focus on the CRM solution. But keep in mind that it’s commonly used alongside NetSuite ERP to improve sales performance and reduce operational costs.
1. Sell more to your existing customer base
NetSuite CRM allows you to track customer records starting from the first interaction and all the way through their lifecycle. This gives your sales team insight into buying patterns and product interest so they can upsell and cross-sell more effectively. With a 360 view of all customer information, you can tailor your offers and time your outreach appropriately, increasing your chances of closing the sale. And you can do it all more efficiently with sales force automation tools that reduce the manual effort of the sales follow-up.
2. Enhance your customer experience to boost retention
Customer experience is more important than ever, and self-service is a central component that customers expect now. In fact, 97% of B2B buyers say they’ll purchase in a digital self-service model. NetSuite’s customer portal allows you to meet that need. Your customers can update their information, view order histories, check order status and place new orders at their convenience. They can also submit support tickets that feed straight into case management for your support team to address. The key here is that it’s easy for your customers to use.
3. Generate sales-ready leads with marketing automation
Aligning sales and marketing is an age-old challenge. But it’s also essential to increasing sales revenue. NetSuite’s marketing automation tools help you generate qualified sales leads with multi-channel marketing campaigns and performance tracking so you can measure the ROI of your marketing efforts. Your marketing team can support sales efforts by delivering relevant content to prospects at the right time to guide their buying cycle and convert them to customers faster.
4. Capture more sales with integrated eCommerce
While not strictly part of the CRM, we wanted to include this point as it highlights the power of the NetSuite platform when you combine CRM, ERP and eCommerce functionality. Every interaction with your customers is tracked in the CRM – whether it’s a sales call, support ticket or online order. The information feeds into one place, giving you even greater visibility into your customer preferences and buying patterns.
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