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NetSuite Strengths and Weaknesses

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Competitive positioning in the cloud CRM market is highlighted with the following strengths and weaknesses.

NetSuite Competitive Strengths:

  • NetSuite's inherent ERP integration delivers a comprehensive 360 degree view of customer data and interactions, including visibility into financial transactions. Giving sales or support staff visibility to quotes, orders, invoices, credits, credit limits and outstanding receivables separates NetSuite from the CRM-only software crowd.
  • NetSuite's order to cash process is second to none in the SaaS industry. The order fulfillment processes are feature rich and extend throughout the front office CRM suite. This is particularly helpful for sales teams engaged in order processing as well as making sure orders get delivered correctly and timely.
  • While the majority of NetSuite's vertical market solutions are largely re-configurations of the horizontal product, NetSuite's acquisition of OpenAir in 2007 gives it a very strong leg up in the highly competitive professional services market. This solution is uniquely strong and should be considered by IT consultants, legal and accounting firms, government contractors and other professional services workers.
  • While still a small company, NetSuite is driven by talented management, is fiscally sound and is growing. Continued execution will make this company a midmarket global player.


NetSuite Competitive Weaknesses:

  • A rather bland user interface doesn't engage users and contributes to a reputation that does not include ease of use.
  • NetSuite's offline edition is weak and in need of an upgrade.
  • The system incurs high customer support costs. Charging additional recurring fees of 22.5% to 37.5% for users who need to email and speak with help desk representatives is significantly higher than competitor cloud systems.
  • NetSuite gets very mixed reviews in customer service. Customer churn has gotten better, but remains an issue. Moving customer support to Manila incurred quality issues and it's unclear if these have been resolved. NetSuite's evolution from small business to middle market, and now to enterprise, has necessitated the publisher to leave smaller, less profitable or unprofitable customers behind. However, retiring those customers in an amicable fashion has not been easy.
  • An area of frequent customer frustration is NetSuite's pricing and licensing structure. The number of product add-ons which require additional fees, and knowing when add-ons are required, is less than straightforward.
  • NetSuite's emphasis on enterprise-wide software and broad end to end business processes dilutes product depth, particularly in CRM. The product does not possess the level of feature sets and deep functionality as many competing CRM solutions. In fact, NetSuite often declines to participate in "CRM only" sale opportunities choosing instead to focus on deals which involve the complete enterprise-wide suite.

Next - NetSuite Sweet Spot and Alternative Solutions >>

NetSuite ReviewNetSuite CRM ReviewNetSuite CapabilitiesIntegration and CustomizationNetSuite PricingStrengths and WeaknessesNetSuite Alternatives

 

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NetSuite's order to cash process is second to none in the SaaS industry. The order fulfillment processes are feature rich and extend throughout the front office CRM suite. This is particularly helpful for sales teams engaged in order processing as well as making sure orders get delivered correctly and timely.

 

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