NetSuite CRM+ overcomes the CRM customer omission created by Salesforce.com, Siebel CRM OnDemand and Microsoft CRM

There are numerous on-demand and on-premise CRM software packages available for small, medium and large companies. These legacy systems are built around managing information about prospects before they become customers—often called opportunity management—which only encompasses about a third of the full customer lifecycle. None of these systems capture customer data natively because they lack the basic building block of a customer relationship—what was purchased. NetSuite CRM+ captures this fundamental definition of a customer via Order Management, which serves as the key driver in determining important CRM metrics. Without integrated order management, you cannot trust traditional CRM vendors':

• Marketing ROI
• Sales effectiveness
• Forecast accuracy
• Sales incentives
• Demand forecasting

Without knowing what a customer ordered, there is no purchase history. Without purchase history, your marketing and sales teams will suffer from:

	Incorrect results for marketing campaign performance measurement
	Flawed sales forecasts
	Zero visibility for sales reps' commissions, plentiful errors in commissions delivery.

With no record of what or how much was ordered by each customer, marketing has no way to know if the leads generated are actually converting to customers, sales managers have no way to know how their forecast compares to actual sales and sales reps have no way to see their compensation.

Traditional CRM systems integrate poorly with corporate Web sites. This is a major failing given that most customers view the Web site as the preferred point of interaction. NetSuite CRM+ breaks down these barriers found in traditional CRM applications by managing the complete process from lead to prospect to customer in a single system, regardless of channel—on the phone, in person or via the Web. By incorporating the corporate Web site into the selling process, businesses are able to tap into a wealth of information right from the "suspect" stage of a customer who is evaluating the potential of doing business with them. Once they make a purchase and become a customer, a self-service portal allows customers to see their outstanding quotes, re-order products and services, see a complete services history and enter new trouble tickets or cases. Providing this level of visibility greatly increases customer satisfaction and they will buy more from you now and in the future.

Traditional CRM ignores channel partners. NetSuite CRM+ removes the traditional arms-length relationship with selling partners by allowing businesses to incorporate referral and selling partners that make up their extended enterprise into the same processes applied to their internal sales organisations. Partner self-service portals available in NetSuite CRM+ allow for lead sharing and registration, visibility for partners into sales converted from their leads, and the ability to act as the "front line" when it comes to providing support and service for joint customers. Now you can treat your channel partners as an extension of your direct sales team—seamlessly.