NetSuite Adds to CRM+
On-demand CRM vendor NetSuite this week announced a set of new capabilities for NetSuiteCRM+, its premier application suite for SMBs. Chief among these are new native workflows bolstering marketing automation and customer service. The company also released details of additional marketing and customer service tools created by its partners using the company's NS-BOS development platform.
Step-wise Assistants for Marketing Automation is an assisted workflow that allows marketers to more easily segment their target markets for better targeted campaigns, according to the company. Templates for email and rich HTML content have also been improved to boost marketers' productivity.
Contact center personnel get a hand as well with Streamlined Knowledge Management for Customer Service. A new keyword search workflow is built into the case management interface to help customer service and support reps to find relevant content from the knowledge base in response to a customer service inquiry. In addition, customer service reps can post content for potential inclusion in the knowledge base from information already entered on the case. This greatly increases the efficiency of case handling and helps to build the wealth of knowledge for reuse, so customer service reps are armed with the latest information and can offer better service and an enriched customer support experience, according to NetSuite.
"Anything captured in the case can be populated into the solution," says Mini Peiris, vice president of product marketing for NetSuite. "It's good for companies that don't have the personnel to spare to populate the knowledge store, but it's also a good tool for those that do." Peiris notes that the KM workflow doesn't capture clickstreams directly, and it is up to the thoroughness of the rep's explanation.
In addition to its own advances in marketing and customer service technology, NetSuite highlighted the achievements of some of its independent software vendor (ISV) partners. Using NetSuite's NS-BOS development platform and open standards to further extend NetSuite's customer service and marketing capabilities:
- Velaro's NetSuite integration eliminates unnecessary steps in sales and service processes, and automatically consolidates customer information stored on disparate systems.
- LivePerson adds integrated chat to NetSuite for business-to-business and business-to-consumer use.
- Pardot provides a lead management module that uses real-time Web analytics and tracking to help users follow up with their most sales-ready leads and nurture those that are less qualified.
- Silverpop's Vtrenz is a suite of multichannel marketing tools adding B2B demand generation and full marketing execution and automation.
"These are two very complementary announcements," says Rebecca Wettemann, vice president of research for analyst firm Nucleus Research. "To scale effectively in the SMB market, NetSuite has to provide more tools for its users, and also more partners to implement and add to its solutions. The additions to CRM+ are valuable, and NS-BOS gives ISVs the tools they need to build out NetSuite's platform."
News relevant to the customer relationship management industry is posted several times a day on destinationCRM.com, in addition to the news section Insight that appears every month in the pages of CRM magazine. To contact the editors, please email editor@destinationCRM.com.
NetSuite Goes Vertical
13 Sep 2007
The on-demand provider releases upgrades to two vertical editions, as software-as-a-service vendors take "a more focused approach," according to one industry analyst.
NetSuite Inhales OpenAir
02 Jun 2008
The popular on-demand CRM vendor puts its cash to good use in snatching up professional services automation developer OpenAir.
NetSuite Goes Deep With E-commerce
17 Nov 2005
Integrations with Google, PayPal, and UPS enhance the ability to serve online businesses; shopping cart closure and multichannel selling bring relevance to Web shoppers.
NetSuite Carpools for Mobility
24 May 2007
The on-demand provider releases an end-to-end mobile suite solution with several partners; it matches market demand, according to one industry analyst.
NetSuite Moves Up the E-Commerce Ladder
15 Feb 2007
The company releases enhancements to its e-commerce engine, with improvements that are tailored for a potentially untapped midmarket, according to one analyst.
NetSuite Flexes Its Muscles
26 Oct 2006
The company reveals a new customization and development platform; it now goes "toe-to-toe" with Salesforce.com, according to one industry pundit.
NetSuite Dials a New Number
21 Jun 2007
The on-demand CRM suite provider floats its latest version, combining analytics, back-office integration, and partner relationship management.
NetSuite iPhones It In
12 Jul 2007
The on-demand CRM vendor announces full in-browser capabilities for use on the wildly popular new Apple device; CRM on the hip could make Apple the next big mobile business tool.
NetSuite's Sweet Ride Takes Another Turn
01 Mar 2008
After what one analyst called a "painfully long" anticipation, the on-demand CRM vendor finally goes public
NetSuite Calls In the BOS
28 Feb 2008
The on-demand CRM vendor, recently public, launches an application development platform -- NetSuite Business Operating System -- for custom and vertical software.
NetSuite BOSes Its Way into Manufacturing
12 Jun 2008
Will on-demand ring a bell in manufacturing? The SaaS pioneer rolls a new vertical integration off the assembly line, and its partners are also building for the industry using NetSuite's Business Operating System platform.
All the News from NetSuite
29 Oct 2008
Rounding up a slew of announcements from the on-demand CRM provider, including a half-price deal targeting Salesforce.com customers.
HP Now Serving NetSuite to Order
12 Nov 2008
The hardware-and-services vendor inks a partnership with NetSuite to resell CRM.
NetSuite's OpenAir Opens Up to Salesforce.com
19 Jan 2009
The provider of professional services automation -- now a NetSuite company -- announces closer integration with Salesforce.com.
NetSuite Retails a New Offering
12 Feb 2009
The popular on-demand ERP and CRM provider announces a version for the retail industry, and has its first profitable quarter.
Socializing with NetSuite and InsideView
10 Nov 2009
NetSuite's first "premier partner" is a vendor that specializes in making social media work for the enterprise.