Customer Relationship Management
Single Customer View
It’s almost impossible to gain a complete understanding of your customers’ interactions and preferences when your customer, order and inventory data is stored in separate, channel-specific silos and systems. With NetSuite Customer Relationship Management (CRM) running as an integral part of your commerce platform, you get unprecedented visibility into the browsing and shopping activities of your customers. NetSuite CRM provides a 360-degree view of each customer from all channels and touchpoints, allowing you to deliver personalised and consistent service, provide a relevant, engaging shopping experience while establishing customer loyalty with your brand.
- Generate a single view of a customer across multiple channels for full visibility into all online, in-store and call-centre transactions and interactions.
- Build rich customer profiles based on behaviours and interactions that can be shared with sales, marketing and support staff.
- Create target segments for very focused, personalised upsell and cross-sell campaigns and promotions.
- Understand your customers’ true lifetime value.
- Decrease service costs, grow customer satisfaction and retention, and offer a consistent customer service experience across multiple channels.
Lifetime Customer Value
Traditional ecommerce platforms paint only a partial picture of customer lifetime value. NetSuite, as your financial system of record, allows you to get a complete understanding of the profitability of the customer.. By quantifying promotional and marketing costs and product margin, you can make more educated decisions about your marketing spend—targeting the most profitable avenues and customer segments.