Small Business
November 2, 2022

How Small Businesses are Gaining Increased Visibility into Their Customer Performance with NetSuite

NetSuite for Small Business

As a small business owner, we understand that you are always looking for ways to improve your customer performance. After all, your customers are the backbone of your business. They are the ones who keep you afloat and allow you to grow.

That's why it's so important to have visibility into their performance. And that's where NetSuite comes in.

NetSuite CRM Helps Increase Visibility of Customer Performance

NetSuite is a cloud-based customer relationship management (CRM) software that gives you visibility into your customer performance. It provides you with the information you need to understand how your customers interact with your business, their purchasing trends as well as their payment performance.

This information is essential for making informed decisions about your customer strategy. And it's not just limited to sales data. NetSuite also gives you insights into your customer service, marketing, and operations-driven information giving you a complete view of your customer's experience with the various departments of your business.

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Key Features of NetSuite CRM That Drives Better Customer Performance Reporting

There are many features of NetSuite CRM that help drive better customer performance. These features work together to give you all the insights you need to make data-driven decisions about your customer strategy.

Comprehensive 360-Degree View of Data

NetSuite gives you a 360-degree view of your customer data. This includes information on their demographics, contact details, purchase history, and interactions with various team members across the whole of your business.

Advanced Analytics and Reporting

NetSuite's advanced analytics and reporting capabilities help you surface actionable insights from your customer data. This allows you to identify trends and areas of improvement in your customer strategy. Because NetSuite gives you visibility of your information in real-time, your customer service team can get a clearer understanding of how they can best serve your customer's needs.

Customer Dashboard Views

Along with standard CRM dashboards, NetSuite also lets you drill down to a specific customer dashboard giving you comprehensive information about every aspect of that customer's interactions with your team and business. This includes:

  • Customer Contact Details
  • Purchase History
  • Historical Quotes and Proposals
  • Open Quotes and Opportunities
  • Customer Communications
  • Support Requests and Communications
  • Payment History
  • Customer AR Reports and Trends

Marketing Interaction Visibility

NetSuite's CRM can be connected to your various marketing execution and monitoring tools, making it easier to understand how your marketing campaigns are reaching your customers, how they are interacting with them, and whether they are driving purchases and a positive return on investment.

NetSuite's marketing module can also be used to initiate EDM campaigns to drive traffic to your website or online store with special offers, updates, and promotions. The success of these emails can be reported at the customer level, including any data captured in Google Analytics.

Increased Visibility to Small Businesses

Integrated Ecommerce Functionality

NetSuite's CRM is also integrated with NetSuite's eCommerce functionality, giving you complete visibility of your online sales and customer activities. This allows you to see which products are selling well, track customer purchase histories, and identify any areas of improvement in your online store. There are several integrations and NetSuite Connectors available for a wide range of eCommerce platforms including Shopify, Magento, BigCommerce, and WooCommerce to name a few.

Improved Customer Service with Support Tickets and Cases

NetSuite's CRM allows your customer service team to quickly resolve customer issues with all the information they need at their fingertips. With this information, your team can provide a more personalized service experience and build better relationships with your customers. In addition, NetSuite's CRM also gives you the ability to create support tickets and cases from within the CRM, which can be assigned to specific team members for follow-up.

Opportunity Management

NetSuite allows users to create Opportunity records for companies who engage in high-value sales with a longer sales process. Opportunities can be created manually or imported from an Excel spreadsheet. An Opportunity can be associated with a Lead, Contact, and/or Custom Record. By default, an Opportunity will have a standard sales stages field which can be customized to reflect your sales process better. You can also create and track multiple quotes and scenarios, which can then be fed into sales pipeline reporting for more accurate tracking of your sales team's performance.

Customer Key Performance Indicators (KPIs)

With NetSuite's CRM, you can track a wide range of KPIs for your customers to help you better understand their performance. Some examples of these include:

  • Customer Lifetime Value (CLV)
  • Churn Rate
  • Retention Rate
  • Engagement Score
  • NPS Score
  • AOV - Average Order Value
  • CAC - Customer Acquisition Cost

This information can be viewed at the customer level, to get a better understanding of their buyer behavior, or it can be viewed across groups of customers to gain insights into general customer performance trends.

In Summary

NetSuite's CRM is a powerful tool that gives small businesses increased visibility into their customer performance. The 360-degree view of the customer provides valuable insights that can be used to improve marketing, sales, and customer service efforts. In addition, the integration with NetSuite's eCommerce functionality provides complete visibility of online sales and customer activities. If you're looking for a CRM that can help you better understand your customers and drive growth for your business, NetSuite's CRM is a great option to consider.

About CEBA Solutions

CEBA Solutions is a NetSuite Solution Provider specializing in implementing and supporting NetSuite for small to mid-sized businesses. We have a team of NetSuite experts who are passionate about helping businesses grow and succeed with NetSuite. We have extensive experience in helping small businesses set their foundation for success with SuiteSuccess Starter edition, a small business ERP designed to give you all the tools and modules you need to start running your business efficiently and effectively.

Contact the team at CEBA Solution today to learn more about how we can help you get the most out of NetSuite for your small business.

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