Bring together data from sales, marketing, and service to fuel your success
Customer Relationship Management (CRM) is often viewed as a tool utilized by sales. CRM is much more than that. This month, we will look at fully utilizing your customer data. Effective customer data management is crucial for maintaining a competitive edge. mPower has helped clients with both NetSuite CRM and 3rd party applications. This month we will be focusing on fully leveraging your NetSuite investment. By using NetSuite’s CRM you can synergize data from sales, marketing, and customer service to help your company grow. By leveraging NetSuite you can create a dynamic view of customer relationships, enhance sales performance, empower marketing effectiveness and evaluate customer service and support.
The first way that NetSuite can leverage customer data is to provide a dynamic view of customer relationships. At the heart of NetSuite CRM is the ability to capture and consolidate customer data throughout the customer lifecycle. By centralizing your customer data from sales, marketing, and customer service, a complete view of the customer journey can be viewed within NetSuite. NetSuite can house your customer data and enable you to develop a better understanding of your customers’ preferences, behaviors, and pain points. In NetSuite, the customer data can be combined in multiple ways to gain better insight in order to make data-driven decisions, identify areas for improvement, and optimize strategies for success. Three potential paths include:
– NetSuite’s Analytics – pre-built workbooks can be created and edited to combine datasets, tables, pivot tables, and charts. Some functionality of Analytics include:
- Multilevel joins to create workbooks and databases using field data from multiple record types (including custom records).
- Custom formula fields can be created in a Workbooks to build and add fields with dynamically calculated values.
- Provide real-time insight into company operational and financial performance.
- Drag and drop functionality in creating Workbooks and Datasets.
– Customer 360 dashboard on your customer record. The dashboard highlights key customer data from across NetSuite onto a single page providing business a high-level snapshot of all customer, prospect, and lead activity. Below is an example of a customer 360 dashboard.
– Customized reports and dashboards – these tools cam provide real-time insights into sales pipelines, marketing campaign performance, customer service trends.
The second way that NetSuite can leverage customer data is to help enhance sales performance through efficient lead and opportunity management. Sales reps can actively track and qualify leads, ensuring timely follow-up. In addition, it allows sales professionals to collaborate effectively, manage deal stages, and accurately forecast sales. A deal can be tracked from a lead status through payment. Using advanced sales analytics and forecasting, sales teams can actively analyze pipeline health, track win-loss records, and forecast revenue based on open opportunities.
Another way NetSuite can leverage customer data is by improving marketing effectiveness. With NetSuite, a targeted marketing campaign can be managed by planning and executing multichannel campaigns. Marketers can leverage customer data to create targeted email campaigns, personalize content, deliver relevant offers, and track campaign performance across various channels. The marketing team can measure ROI and adapt marketing strategies accordingly. NetSuite can also personalize their communications by segmenting customers based on demographics, purchase history, or browsing behavior to help increase engagement and conversion rates.
Finally, NetSuite can leverage customer data by elevating customer service and customer support through several features. One customer support feature includes using NetSuite’s customer support management features with case management. By using cases, your service team can actively track and resolve customer issues and questions. Cases can be prioritized, assigned to specific team members, and monitored to case resolution. Another NetSuite customer support feature is through several communication channels, such as phone, email, chat, or social media. A third customer support feature is that NetSuite can also improve your team’s customer knowledge base by providing immediate access to relevant customer information. This can enable your team to provide more accurate and consistent support, reduce case resolution times and improve customer satisfaction. In addition to customer support, NetSuite can also provide customer self-service options which can help your customers resolve common issues on their own with a self-service portal and searchable documentation knowledge base.
NetSuite CRM is a powerful and versatile solution that can actively contribute to your company’s success across sales, marketing, and customer service. Since NetSuite can store all your customer data, you can make data driven decisions in order to help empower your company to better target your marketing efforts, convert leads to sales, improve customer experience and increase customer satisfaction, make data driven decisions to drive growth and success.
