NetSuite Debuts CRM+

CRM+ includes these all of NetSuite’s latest developments, along with new customer and partner relationship management features. Its customer self-service portal provides a real-time view of customer interactions across multiple channels.

has launched CRM+, a new application package that includes all of the functionality of NetSuite’s existing product line, such as integrated order management, CRM, e-commerce and accounting, as well as new partner relationship management and customer interaction tracking features.

Netsuite CRM+ targets companies that want to go beyond standard CRM functionality. "CRM+ has been designed for those customers that want additional capabilities beyond standard sales and marketing," says Mini Peiris, senior director of product management.

New PRM Features

In recent releases, particularly 10.0, which came out last year, NetSuite built out its functionality significantly — adding analytics to its upsell and cross-sell feature set, for example, and expanding its key performance metrics on its Dashboard.

This year, NetSuite introduced its customization and integration platform, NetFlex, catching up with rival CRM vendor Salesforce.com’s Sforce.com and Customforce platforms.

CRM+ includes these all of these latest developments, along with the new customer and partner relationship management features. Its customer self-service portal provides a real-time view of customer interactions across multiple channels.

Customers also can view outstanding quotes or orders, and request returns. A detailed order history allows customers to check their entitlement to service levels, as well as view upsell/cross-sell offers.

Incentive Management

CRM+ includes similar functionality for partner self-service portals and partner sales tracking, plus case-ticket visibility and access to the online knowledge base.

Incentive management is another area of functionality that has been boosted in CRM+, with the application providing tools to create complex compensation plans using multi-tiered rules based on quote, total sales or quantity by item and project tracking. Project tracking and Web hosting and analytics also have been improved.

NetSuite CRM+ is available in June at $129/user/month, and includes order management, upsell/cross-sell, project tracking, partner management, and basic Web site hosting capabilities.

Incentive Management, Advanced Site Builder and Web Analytics are available as modules at an additional cost of $199/month per module.

Marketing Initiative

With its focus on higher-end functionality, CRM+ is as much a marketing overture as it is a product debut. Earlier this year, NetSuite took aim at another segment of the CRM market place — specifically, on-demand leader Salesforce.com’s user base — offering a 50 percent discount to Salesforce.com customers that migrated to NetSuite. It was not offered to other competing on-demand vendors clients.

CEO Zach Nelson said the campaign resulted in a doubling of sales.

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