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How is NetSuite’s CRM Different from the One You’re Using?

Guest post by: Marty Zigman

Article Overview: It’s a common problem – based on the promises, you expect your business management CRM to help you grow your service business. But it simply doesn’t. Take for instance the most commonly used CRM system, Salesforce.com. You try to manage and plan all your growing prospective and booked business so you can intelligently manage your staff resources; but Salesforce.com isn't up to the task. You’re going to have to start looking for other options.

How is NetSuite’s CRM Different from the One You’re Using?

It’s a common problem – based on the promises, you expect your business management CRM to help you grow your service business. But it simply doesn’t. Take for instance the most commonly used CRM system, Salesforce.com. You try to manage and plan all your growing prospective and booked business so you can intelligently manage your staff resources; but Salesforce.com isn't up to the task. You’re going to have to start looking for other options.

The main flaw with a traditional CRM is that it is impossible to get a comprehensive picture of your business needs. We’ll again go back to Salesforce.com. The functions laid out here are solely there to help you track leads and opportunities – but it does not have a way to help you organize and fulfill obligations once the projects are in the system.

 Users are realizing the flaws of traditional CRMs and are moving toward a more appealing, single-source, fully integrated software. It’s simply the way the space is moving. We’re moving away from carrying three pieces of luggage in favor of carrying one. Remember when you had to carry a cell phone, an address book, and a camera? And then along came the iPhone, and you got all three in one? The solution is built-in integration.

Two Big Integration Failures of Traditional CRMs The Number One integration failure of traditional CRMs is that they fail to track important behavior after a sale. Once a customer makes a commitment to buy from you, you no longer use the CRM system. So you disconnect from the action you organized with the customer in one system and move to another system to produce the fulfillment. In traditional CRM, you are unknowingly treating your customers as if the only thing that matters to you is producing a sale.

But what about delivering the sale? What happens when you can’t fulfill on the promises you made to customers once they commit? Isn’t the way to produce satisfied customers getting them what they want? Well, traditional CRM is not concerned with delivery – and in order to deliver, you are going to need another system – or another piece of luggage – to get the job done.

The second integration failure of traditional business management CRMs is that they do not integrate the product information that drives purchases, sales and payments. Using a traditional CRM, you have to use another software application to take care of your products and services, and the transactions surrounding them such as inventory and accounting. Typically, the CRM system usually does not know about the product and services you sell; and if it does, it’s generally a copy of the ones that are in the ERP system. What happens when those lists get out of sync? Which list do you trust? None of them fully, because you are always worried that something is off. And guess what? Now your reports don’t work, because the information that drives and summarizes them is out of sync, which will invariably cause reports to not tie together.

NetSuite solves these problems because it is one fully-integrated system. It reads data as one record; one lead/prospect/customer. It continues to track related sales and profits. And it even keeps track of information such as consumer calls such as returns and refunds. This is all happening in one space. NetSuite is the fully-integrated option that allows you to track your important data while leaving time to solve important problems like attracting new customers or analyzing performance. 

Companies and individuals that recognize the need for full integration need to make the migration to NetSuite. So what makes NetSuite different from the business CRM you’re using? It’s one piece of luggage – and it lightens your load.

Copyright © Marty Zigman 2011

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Article Tags: business management CRM, cloud computing, cloud computing software, CRM, CRM Software, CRM System, eCommerce, ecommerce business, ERP, integrated business management software, NetSuite, NetSuite consultant, sales management, Salesforcecom, small business, traditional CRM



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