NetSuite CRM+Sirius Decision BriefingRob Israch, Senior Director Marketing
Vishrut Parikh, Director Product Marketing
Why NetSuite
NetSuite Overview
CRM Strategy: Beyond the Expected
NetSuite Marketing
Q & A
2011World’s most deployedcloud business suite
2008/2009First global cloud suite
First vertical cloud platform
2007IPO on NYSE
Ticker: N
2000First cloud business
suite
NetSuite History
1998Founded by Larry Ellison
and Evan Goldberg
•12,000+organizations
• Approx100countries
Record Revenue22% YoY Annual Revenue Growth
$236.3
NetSuite: World’s #1 Cloud 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
NetSuite Front Office Recognition
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
NetSuite CRM : Beyond the Expected
Solution Overview
For mid-size companies 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
Why is NetSuite CRM Better?
360 degree view of
customer
Automated lead to cash
process
Built in sales alignment
Ecommerce and Self Service
Integrated Marketing
Global business
management
Beyond Traditional CRM
Advanced Forecasting
Product CatalogService Catalog
Integrated Quotes/ProposalsDocument ManagementDocument Publishing
Integrated Order MgmtBookings DashboardIncentive Management
Customer PortalProject TrackingTime & Expense
Upsell/Cross-sell
Website HostingSearch Engine
OptimizationWebsite AnalyticsOnline Catalog
Lead DashboardIntranet Sales &
Marketing ToolsMass E-Mail
Group CalendaringResource Availability
+
Lead
Prospect
Qualify
MeetQuote
Order
Service Delivery
Repurchase
Suspect
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+ +
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360 View of the Customers
Real-time Visibility across Enterprise
– Real-time data on sales, customers and inventory
– Customer 360 view
– Single system to view all CRM, Marketing, Ecommerce, ERP
– Access data anywhere/anytime
Powered by the Cloud:
MobilityDistributed workforce, outsourcing,contingent workers, any device
Self-ServiceSubmit web based time and expenses and purchase requests via the webSelf-serve customers, vendors, partners
Visibility from AnywhereReal-time role based dashboards, Self-service reporting and analyticsPersonalized
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
B2C Upsell Management
Detailed Purchase 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
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
Managing Accurate Forecasting
Increase Forecast 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
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
Partner Relationship ManagementIncorporate External 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
Multi-Channel Support
E-mail Case Capture
Web Hosting, Ecommerce,
Lead Forms
Phone Support
360 Degree ViewFast, Accurate Resolution
Upsell +Cross-sell
Opportunities
Lead Prospect Quote/Order Invoice/Rev. Mgmt. Implement Support Upsell/Renew
CRM / ERP
Escalation to Meet SLA
Shopping Cart and One-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
Ignite Site and Ignite 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
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.
AMERICAS APACEMEA
Worldwide HQ
Global Business Management
ECOMMERCE
PSA
ERP
CRM+SINGLE DATASOURCE
Marketing
Managing Accurate Forecasting
Optimizing Programs 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
Optimizing with Real-time ROI 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
Tracking Your Program Performance
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
Tracking Your Program Performance
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
Tracking Your Program Performance
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
Tracking Your Program Performance
Almost Endless Customization Possible
Campaign Response Summary– View key campaign performance statistics
– Summary and detail views
Analyzing Your Campaign Performance
Campaign ROI Analysis– Profit = $ from lead source – program cost
– ROI = Profit / program cost
Analyzing Your Campaign Performance
Measuring Your Paid Keyword Performance
• Understand Lead and Revenue Performance by Keywords
NetSuite’s Universal DatabaseOne Complete 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
Tying CRM to Ecommerce
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
Tying CRM to Ecommerce
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
Tying CRM to Ecommerce
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
SuiteSocialmaking business data social
CEO
CFO
Sales Rep/Manager
Support Manager
EcommerceManager
ProjectManager
Email QuotePlace Order
Bill Time
File a
Case© NetSuite Inc. 2011
Approve
Expense
Approve Discount
Social SuiteApps
Financials
Sales
Service
Marketing
Projects
Ecommerce
SuiteSocialFramework
Transactions• E.g. orders,
opportunities,invoices
Master data• Customers
Dashboards
SuiteSocial Open Framework Orchestrates Social Collaboration
Group Collaboration Around NetSuite Transactions and Master Data
• Instantly collaborate with co-workers, customers, and partners from the NetSuite record
Platform
SuiteCloud Platform:Complete Customization & Development
Graphical customization
Workflow management
Open scripting
Web services
Analytics
Lifecycle management
© NetSuite 2010 45
5,000+ Developers150+ Select Partners1,000+ SuiteApps
SuiteFlow: Business Process Customization 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
© NetSuite 2010 47
SuiteFlow: Customer Usage Examples
Shareholder Representative Services (SRS): Case Categorization & Lifecycle SuiteFlow
ESET: Fraudulent Order Management & Customer Notification SuiteFlow
Thanks!discussion / follow up