NetSuite CRM

Overview

Reviews

NS Honestly

5
I used NetSuite CRM to manage users, their expenses, and managers. Much of what I currently do is provide support to multiple employees by …

NetSuite CRM Review

7
We use NetSuite CRM for customer support when issuing a warranty replacement for one client. NetSuite CRM has been very useful to us when …

Netsuite Tool Review

4
I have access to NetSuite as part of the tools the software developer we work with provides so we can access information on the customers …

NetSuite Pushes Us Forward

7
We use NetSuite CRM across our entire organization. This is a must so that each touchpoint a client/potential client has with our company …
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Netsuite Review

9
It's being used by our Customer Care and Operations team. We use Netsuite to change orders, track orders, and keep a database of customer …
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NetSuite Sweet!

7
Netsuite CRM is used to manage leads, contacts, opportunities, and to prepare itemized quotations. It allows us to forecast and to track …
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Netsuite Review 2015

1
We have been using NetSuite across the organization since October 2011. Some of the problems that it addresses is that it's an all …
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Popular Features

View all 31 features

Customer data management / contact management (17)

8.7
87%

Workflow management (16)

8.3
83%

Territory management (16)

7.5
75%

Opportunity management (17)

6.7
67%

Reviewer Pros & Cons

View all pros & cons

Pricing

View all pricing

Netsuite

$999.00

Cloud
per month

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Features Scorecard

Sales Force Automation

7.6
76%

Customer Service & Support

7.6
76%

Marketing Automation

7.8
78%

CRM Project Management

8.4
84%

CRM Reporting & Analytics

7.9
79%

Customization

8.2
82%

Security

8.2
82%

Social CRM

7.0
70%

Integrations with 3rd-party Software

7.4
74%

Platform

6.3
63%

Product Details

What is NetSuite CRM?

NetSuite CRM is built on the same code base as the NetSuite ERP product and is usually used by customers who are already using NetSuite for ERP/Accounting.
In addition to standard customer relationship management and partner relationship management CRM features, it includes sales force automation and sales performance management features like opportunity management, quote and order management, sales forecasting, and incentive compensation management.

NetSuite CRM Video

What is NetSuite CRM?

NetSuite CRM Integrations

NetSuite CRM Competitors

NetSuite CRM Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Alternatives

View all alternatives

Frequently Asked Questions

What is NetSuite CRM?

NetSuite CRM is built on the same code base as the NetSuite ERP product and is usually used by customers who are already using NetSuite for ERP/Accounting.

What is NetSuite CRM's best feature?

Reviewers rate Reporting highest, with a score of 9.4.

Who uses NetSuite CRM?

The most common users of NetSuite CRM are from Mid-size Companies and the Information Technology & Services industry.

Reviews

(1-25 of 125)
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October 14, 2021

NS Honestly

Rafael Arias | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source
I used NetSuite CRM to manage users, their expenses, and managers. Much of what I currently do is provide support to multiple employees by assisting with log-in problems, new users registration and processing hours for many of our intern workers. I have also completed several different templates to easy the workload of creating new users in the future.
  • Get hours
  • Maintain user information
  • Collect expense data
  • Provides employment management
  • Easier template creation
  • More detailed/specific templates to be created.
In all reality, it can be hard to recommend to use NetSuite but there really is not anything better to use. It can be difficult at times to create useful templates and other items as such. [In my opinion] it handles data well and that is about it.
On behalf of some of my other colleagues that I have worked with that need support from time to time. They have let me know that NetSuite provides a good support team for its users to contact in times of necessity. I believe that this is one of the things/features that assist this software keep going.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I've been using NetSuite CRM for almost 3 years now. Over the past 1, our team has really revamped the CRM to let our internal sales team do amazing work through automation. One of my favorite small customizations was a workflow that creates a follow up task in NetSuite when a customer's contract is 1 month from expiring. The other great feature we added was to be able to have a report of all the customers in the last 10, 20, and 30 days that have not had a status change if they are in an active pipeline. We switched from Hubspot to NetSuite CRM because all the rest of our data already lives in NetSuite so it makes sense to leverage the automation tools in the ERP for the CRM as well.
  • Customization
  • Automation and prospect management
  • Roles & Permissions
  • Customized forms based on the customer type
  • Not as intuitive as other basic CRM solutions but it is more powerful
  • Harder to setup, but easier to control when it is setup using the right roles & permissions
Your company should have annual revenue of at least $4 million before really needing to make the switch to NetSuite. You will need to use NetSuite as your ERP for it to make sense to use it for you CRM too.
There are a lot of NetSuite Alliance Partners who will support the product well.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We utilize NetSuite [CRM] for CRM, ERP, as well as Marketing purposes. It is being used across the entire organization and is a critical component for our day to day business. Sales uses it for managing customer information and interaction instances. Marketing uses it for email campaigns. Order administration uses it for purchasing and invoicing.
  • Email, Phone and Mail Campaign
  • Customer Information
  • Customer Interaction
  • Tracking Marketing Activity
  • Integration with Email
  • Adding New Fields in the System
NetSuite [CRM] is a fantastic platform where the merging of a CRM and ERP system is desired. This allows you to track orders, bookings and shipments to have a complete birds eye view of your pipeline and sales processes. The Marketing capability is also there with full capability for mass email campaigns and tracking of those who opened, clicked or unsubscribed.
I rate the overall support for Netsuite [CRM] as a 9 because of their online help and customer support. Their online help is integrated into the platform so that if you have a question on specific page or field, all you have to do is click a single button and the help for that item is displayed. Their phone and email support are also fantastic and very fast to respond.
November 26, 2020

NetSuite CRM Review

Score 7 out of 10
Vetted Review
Verified User
Review Source
We use NetSuite CRM for customer support when issuing a warranty replacement for one client. NetSuite CRM has been very useful to us when we are setting up warranty work for customers. NetSuite CRM enables us to properly categorize the warranty replacements so they do not reflect a sale. We are also able to set up warranty replacement parts for specific items that pulls directly from inventory not available to the public.
  • Inventory reconciliation.
  • Revenue based orders vs. warranty based orders.
  • Easy to navigate while assisting customers / agent friendly user-face.
  • Not as user friendly for customer service agents.
  • Easier API with agent friendly ticketing systems.
  • Agents be able to add functions without having to get help from developers.
On an operations level, NetSuite CRM is really good. It is easy to navigate inventory and allocate orders under the appropriate department for revenue or warranty. I feel there are more suited CRM's that are much more user friendly for ticketing systems.
I am not involved at all with the support. We have a team working on all support for NetSuite.
Jeremy Stephens | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
NetSuite is used across both of our subsidiaries for Customer Support and Success, Professional Services, Education Services, Implementation Services, Sales and Finance. It allows us to have near a 360 degree view of the customer. Alerts are set up to allow account owners and executives to see trends and updates on at-risk customers.
  • Automation, sharing and collection of data about the customer experience all in one place.
  • The cloud option allows you to access your customer data wherever you may be. We can see the data when at our user's conference or at another tax conference. We can see the data on one customer at a holistic view when talking to a user or the primary contact.
  • It is very configurable to allow you to capture data of concern for you and automate reporting.
  • Analytics on notes are almost impossible and so much is hidden in the notes. The reports have some features while others are available in searches - and reports are difficult while searches are easy.
  • While there are more data centers since the purchase by Oracle, the downtime has increased. They really need to work on the communication plan during outages.
NetSuite is great for the midsize business. You can look at the holistic view: sales; finance; support; education; professional services. Integration with other vendors can become costly, so try to use configuration within the system by your team rather than with their Professional Services teams and other vendors - less interaction required with NetSuite support team is required then too.
Paul Mills | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use NetSuite for our whole database, keeping track of customers, contacts, products sold, orders placed, finances for customers. If the data in NetSuite is incorrect, it causes issues in the whole order process. It is a great central tool to house all our customer data when NetSuite goes down, our company is crippled.
  • NetSuite is a good central location to retain customer information, from contacts to company address
  • NetSuite helps us maintain customer purchases, what products they've purchased.
  • NetSuite helps us to maintains records of customer's transactions, sales orders, PO's, order process.
  • NetSuite is very good at customization, but sometimes it's hard to make the right customization that we need for particular situations
  • NetSuite likes to change the layout without notifying it's users, so you might go home one day, and come back the next day to the office and have to do some searching to find what you're looking for in NetSuite.
  • If you have an issue with NetSuite, it's really difficult to understand the technical support staff as they're from India and don't speak clear English.
We keep our customer's information in NetSuite, from contacts to products purchased. It helps us to keep an accurate record of how to get a hold of our customers in addition to the products they've purchased. Everything from the initial quote, to the final purchase order. It's a really good, useful tool.
Kevin Simms | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
We use NetSuite mainly for managing and reporting on leads, prospects and customers through the lifecycle. Integrated with marketing automation it is the record of truth for our inbound/outbound marketing activities. Also use it for purchase orders and sales transactions as well as pipeline tracking and forecasting. Also used for task and case management in parts of the organization.
  • High degree of customization ability (fields, forms, etc.)
  • Powerful [saved] search capabilities once past learning curve
  • SuiteFlow provides graphical workflows to add functionality
  • While I like the customization and workflow capabilities, part of that is because we needed them to make NetSuite work well in our environment.
  • Help system is extensive, but not very easy to glean practical advice from which means much trial and error to get the needed results.
  • Not many third-party software providers (for marketing automation, quotes, etc.) integrate well with NetSuite.
  • When things don't work as expected, it can be very difficult and time-consuming to troubleshoot and fix.
If you need/want to be able to customize your CRM quite a bit, NetSuite can be a powerful tool as long as you invest the time and/or the resources into outside help to get over the learning curve. While it has internal marketing automation capabilities, they are not the most intuitive, easy nor WYSIWYG so using an external Marketing Automation (MA) tool is recommended. Caveat is that many external providers do not integrate well/at all with NetSuite which limits options.
February 14, 2017

Netsuite Tool Review

Benny Luera | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Review Source
I have access to NetSuite as part of the tools the software developer we work with provides so we can access information on the customers we work with. We can see the add-on features they own for the modules see who the contacts are and billing information.
  • Contact information
  • Support case information
  • It is really slow in terms of toggling from one page to another.
  • You are logged out automatically after a certain time even if you are using it. There is no option to keep logged in.
It is a tool more for just tracking communications and keeping updated contacts and information. It's not strong in terms of use for reports or order processing or sales tracking.
Billy Barker | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
My company uses NetSuite CRM in Sales, Marketing, Support, Accounting, and Fulfillment. NetSuite is a massive product and solves an endless amount of problems for our business. In my department (Marketing), NetSuite is used to record all interactions with all contacts such as their lead status, lead source, business information, sales region, and so forth, which we then use in various ways to market to those contacts.
  • NetSuite integrates with our marketing automation software (Pardot). This is extremely helpful in connecting key information between the two solutions to gain more insight.
  • Tons of data. Each NetSuite record has every field you could ever think of to record data and if it doesn't you can add new custom fields. Being able to have unlimited contact data becomes more and more important as your company grows and you fine tune how you want to market to companies.
  • Dashboard. Most solutions have a dashboard, so this isn't a key difference, but it's always nice to have and something that I always find useful and makes finding my most key data easy.
  • I really dislike the way NetSuite displays drop-down menus. There are too many extra clicks to find what you are looking for and this slows down my workflow.
  • NetSuite's email builder is too basic and could really use a more modern interface and tools. We sometimes have problems with variable text not displaying the correct information.
NetSuite CRM is definitely meant for larger businesses and you will more than likely need to hire a third party to help you set up and maintain the solution throughout your continued use. It took our company almost a year to get things fully set up and working they way we needed.
Beth Butler- Kelleher | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
The entire organization used NetSuite- from the finance team, to time keeping, to sales and post sales.
  • Netsuite does a great job of putting everything in one place and giving you the entire history of the the client.
  • From a prospecting perspective, NetSuite is lacking some of the native tools that one would find in other tools. Task and lead management proved to be cumbersome and system integration was almost impossible without a third party.
If your organization is looking for a one stop shop for each branch of the organization this is a great product.
Score 8 out of 10
Vetted Review
Verified User
Review Source
My organisation uses NetSuite for project management and customer relationship management purposes to have full view on all clients all the time. We input client data from the lead generation phase though signing the purchase order until the integration is finalised and then we propose the next product which starts the process again.
  • Multiple options to automate the processes and save time
  • Various functionalities to improve efficiency of the CRM process
  • The complexity does not work well for smaller companies - unnecessary complication
NetSuite CRM is perfect for companies that have multiple clients and many employees who get in touch with them. In a scenario if an organisation has well established structure and needs a tool to efficiently maintain finance, administration, and other teams to have access to CRM data this tool would work well.
Score 7 out of 10
Vetted Review
Verified User
Review Source
NetSuite CRM+ is our CRM and it is utilized for legacy accounts still at this time.
  • It allows for a great record of events on tasks and customer profiles.
  • It has seamless integration with our Professional services team to track cases.
  • Has a search function that is pretty accurate.
  • It is behind on technology and seems to run a bit slow compared to Salesforce.
  • The search helps, but it seems it has to be a detailed description (it is not very intuitive).
  • The menu is hard to read and is not user-friendly.
I think NetSuite would be a great asset for a company that is not in technology. If you have simple needs, it would be a great fit to help grow the efficiency of the company.
Crystal Bruster | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Customer Data Management - It is a great way to track all customer contacts, opportunities, and sales orders in one place.
  • Personalization and customization - NetSuite CRM+ provides a level of personalization and customization that makes it an ideal solution.
  • Collaboration - NetSuite CRM+ allows various locations across to collaborate, and streamline business processes and workflow.
  • Training is required. NetSuite CRM+ is not a software you can figure out by osmosis or clicking through windows.
  • Multiple-level menu - It is hard to remember where I last was, if I don't keep multiple tabs/windows open for viewing.
NetSuite CRM+ is a provides the ability to integrate into most every aspect of a business. Make sure to take advantage of training and customer support. Ask how it will integrate with any third party applications and cloud phone systems that your business might already be using. NetSuite CRM+ is very customizable that it can become very complex for an end-user. Training is a must.
Khader Mohammed (khadermohammed@aol.com) | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Real-time access to business data.
  • Real-time inventory information and easy to use.
  • Advanced e-commerce integration built-in.
  • Painful to clean data.
  • Migration scripts not well documented.
  • Not well rounded tools for testing end to end before enterprise launch.
Migration plan. - Migration scripts to take the legacy business data and ensure it is correctly defined in the data model of NS was missing.
There was no concept of data warehousing, data marts and ETL was available to facilitate this migration.
Ingestion of the old data into NS was painful. Scripts would fail multiple times and we had to re run in the middle of the nights/weekend to babysit them with NS consultants

Testing plans and training impact.

Testing plans, testing strategy, environments validation necessary to ensure no further changes were made prior to Go Live - we had to move our GO Live 5 times. Not well experienced team to formulate the correct BUT/UAT first time correctly.
it is not enterprise class yet
Stephanie Locke | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is being used by our entire organization, except for HR. It helps us to have a consistent, cohesive system for the company. Everyone can have the visibility they need in order to do their jobs everyday, and there's no disconnect.
  • It has a great UI for ERP and provides in-depth reporting and budget planning. NetSuite allows alot of flexibility to build the system out to how your company does business. Our accounting department really likes the Adaptive Planning module as well, as they can provide and quickly turn around presentation-worthy reports.
  • Due to the robust features and functionality of NetSuite, it is easy to customize and put workflows and formulas into practice when necessary to create efficiencies.
  • NetSuite provides the full solution to a business, by tying all systems together for one source of the truth.
  • The CRM is great, but the UI leaves a lot to be desired for sales people.
  • I like the reporting capability, but it can use improvements in report building and more graphic output. People are visual and don't want to see lists all the time. They want graphs and charts that they can drill into.
  • Better forecasting features are always welcome. It's something every organization struggles to maintain, and we have to pull several different reports to get what we need each week.
NetSuite is phenomenal for a small to mid-size company on the ERP and Services Planning side. I haven't used it at a large company, but it is definitely scalable for any business. If you are looking for an ERP that is easy to use and can be built to your company's business model, it's fabulous. It doesn't take long to implement and user adoption is very quick on the ERP side. I would recommend NetSuite more for the ERP, Adaptive Planning and OpenAir Services modules than for the CRM.
March 16, 2015

My Personal Secretary

Paul Yeh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • I use Netsuite CRM to handle all customer related issues from prospecting, sales, marketing, and customer support. I have used it since 2005.
  • Netsuite CRM offers complete sets of features and customization. We customized to reflect the exact needs that maps to our business processes. Therefore, we can eliminate unnecessary fields that required us to input.
  • One thing we really like is its performance. To create or update a case, just email to it directly. A few seconds later, you will see it in the system. Since it is cloud-based, it supports accessing from anywhere, including WFH, mobile device. Very convenient.
  • The dashboard is particularly useful. I customized my KPI reports, saved searched, short cuts right in front of me. This allows me to have instant access to important information, which is very handy when CEO or other member of senior management team called my desk for information.
  • Netsuite can get complicated. The navigation is somewhat overwhelming. The multiple-level menu system is hard to remember where I last used, even if I had used a few times in past.
  • Initial configuration of UI is also not straightforward. A lot of time spent on initial setup. Nevertheless, it's only a one time pain.
I would definitely recommend Netsuite CRM. Key questions for CRM tool are: does it organize records in the way the you can access it quickly? can you configure so that it generate the exact reports your management wants? My answers are yes and those are the most important for me.
Score 7 out of 10
Vetted Review
Reseller
Review Source
We use NetSuite CRM across our entire organization. This is a must so that each touchpoint a client/potential client has with our company can be supported by the same data sets and tell the same story. Each person who interacts does so with the data needed to 'own' their interaction and provide the best possible communications with the client.
  • NetSuite CRM supports strong Lead Conversion paths and metrics making it user-friendly to nurture a first-time contact throughout the sales cycle.
  • NetSuite CRM provides organized and customizable dashboards for each client/prospective client giving a high-level view of the health of the association. These views provide summary information, recent orders and interactions, and a starting point for new activity.
  • NetSuite CRM provides great searchability and record indexing making it easy to prevent and manage duplicate entity records quickly. A user can find and interact with an existing record in minimal clicks without keeping the client waiting.
  • NetSuite CRM allows full control over what types of information each user set needs to see within a specific record type.
  • NetSuite CRM provides no metrics for batch customer scoring. This is a feature that must be built into the platform or manually managed and updated for each customer.
NetSuite CRM is well-suited for Lead Management. It allows for customizing the process flow or status points of a Lead and automation behind progressing through the process with certain interaction types. Opportunity records allow a monetization to be placed on potential business, and, when Opportunities are won, Leads are progressed through to Prospects and Customers automatically.
December 04, 2013

Satisfied Netsuite User

Kelly Yang | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Sales order process to Invoicing is done well. There's no need to integrate Netsuite to an accounting tool
  • Search capability is end-user friendly.
  • Reporting is end user friendly, doesn't need an expert to use.
  • Global searches is good to find data.
  • Marketing functionality could be improved.
  • Subscription module is expensive.
  • Pivot search functionality needs to be improved, has been in Beta mode for 2 years.
  • Building surveys in Netsuite could be improved. Give users the option to create radio buttons.
If you are using it for Software purposes, ask about the renewal process.
Subscription module is new, so details about how the subscription process works if you are selling subscriptions to software.
January 14, 2014

Netsuite review

Eric Skurka | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Review Source
  • Streamlined. The product features are organized in a logical manner once you learn them.
  • Professional. it is very useful for digesting large amounts of information and accessing it at the drop of a hat.
  • Simple. Once you know what you're doing it can be easy to use.
  • Functionality. Sometimes there is no direct way to do even the simplest things.
  • Fluidity. Going from one process to another is occasionally cumbersome.
  • Difficult to learn. It is no surprise that there is quite a learning curve with NetSuite.
I would not recommend NetSuite, I would not actively work against it but as I previously stated, the product is very underwhelming. I have used online resources for free that offer more functionality in my personal opinion. I would recommend further research before proceeding with NetSuite.
Meirav Leibowitz | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source
  • Provides ability to track the financial side of the business
  • CRM for sales tracking of leads, prospects, accounts, opportunities, and more.
  • CRM Database for marketing
  • Not a very user friendly system. Takes time to figure out how it works.
I wasn't a great fan of NetSuite, as I have been an avid SFDC user for years. If I were to recommend NetSuite, I would suggest to spend time learning the system well and testing in it before building the database.
March 18, 2016

Netsuite Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
It's being used by our Customer Care and Operations team. We use Netsuite to change orders, track orders, and keep a database of customer profiles.
  • easy to navigate and learn as a first timer
  • easy to change orders and write notes which help with efficient work flow in the team
  • helps keep track of customer profiles easily
  • Wish it was easier to change addresses and spot tracking #s faster
  • It tends to load very slow sometimes. Takes a few seconds to save changes
  • wish it has an automated system where it won't let you create duplicate profiles (will automatically recognize there are duplicates)
As social media becomes more integrated with CRMs, it would be interesting to see how Netsuite comes up with features to meet these needs on social media.
October 09, 2015

NetSuite Sweet!

Score 7 out of 10
Vetted Review
Verified User
Review Source
Netsuite CRM is used to manage leads, contacts, opportunities, and to prepare itemized quotations. It allows us to forecast and to track activity and quantity of work among our sales directors. We also manage our cases and support issues in NetSuite CRM.
  • Searches for particular data are created easily.
  • Leads and Contacts are able to be added to the database easily.
  • The global search works very well to provide lead, contact, opportunity and quote lists.
  • Depending on how the individual company has designed their layout, it can be hard to manage notes across all types of entities, like managing the last activity note across lead, contact, and opportunity.
  • NetSuite is not user friendly in terms of quotes. You cannot dynamically change an underlying quote form to suit a custom quote.
  • How do you want to use it?
  • Will these items need to be customized often?
  • What do you expect and want from reporting?
February 06, 2015

Netsuite Review 2015

Score 1 out of 10
Vetted Review
Verified User
Review Source
We have been using NetSuite across the organization since October 2011. Some of the problems that it addresses is that it's an all inclusive suite that connects the organization together when it works properly.
  • All in one system - for Accounting, Shipping, and Processing Orders
  • Dashboard
  • Level of Technical Support - NetSuite Level of technical support is horrible. You get someone who does not speak English and it's always after hours when they contact you back. Having been on Gold Support for 3 years we learned that its better to get your answers from forums and outside vendors. Savings of 25k a year subtracted from our contract
  • Empty promises from Sales Vendor/Support
  • NetSuite - One World Module - Will need outside vendor to configure and script emails to work separately from parent and subsidiary. What was promised is not what you're going to get. Make sure to review all the details when jumping into the "One World Module"
  • NetSuite is not very good at E-Commerce Marketing - modules like our shopping cart is very slow. Multiple tickets have been submitted on this case with no real solution. Takes sometimes 3-4 minutes for checkout (load page)
Module based system maybe the ideal solution for us at this time (Home Grown CRM/ERP). We are still researching and investigating other ways on how we can improve this. NetSuite is very costly and the majority of the time if you need something done it will take scripting or purchasing additional modules.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Used as CRM by entire sales team and marketing group. Used for forecasting revenue. Also used for by all accounting staff for invoicing and financial functions. Used for reporting to parent company.
  • The database capabilities are very strong. Searching in the database for customers and leads is very fast, on a par with a Google search.
  • The service helps find duplicate entries and consolidate them easily. It is a simple matter to search out duplicate leads and merge them into the same company.
  • Reports run quickly. Even though the site may warn that it will take some time to run a report, they always run very quickly, within a minute at most.
  • The report builder is difficult to master. It is not as intuitive as is common with other software products.
  • There are some many fields available that it is daunting to figure out what they all represent. A very challenging task.
  • The interface seems a bit stodgy. Could be more intuitively organized.
Netsuite is a good CRM. Sales people can save any number of notes and comments in the database and find them easily. Because data is organized by company, it is easy to go to any company in the database and see all the people associated with it. The display of company data is creatively adaptable on the screen to fill as appropriate. Because there is not a fixed width for any field, they will adjust and flex to make the data easily read on one screen.
Score 1 out of 10
Vetted Review
Verified User
Review Source
  • The eCommerce tools (Web Store, Inventory Management, etc) seem to work well, but we aren't an online retailer or manufacturer, so we don't utilize these modules.
  • The SuiteScript customization ability is extremely flexible, and allowed us to create specific workflows necessary for our internal business processes.
  • Tier 1 Support Resources are not knowledgeable enough to do more than read from their fractured documentation, and their turnaround time on cases ranges from 1-2 weeks to years. That isn't an exaggeration. I got the first response from a Tier 2 tech last month (Nov 2013) for a case I opened in September 2010.
  • The NetSuite SOAP API is poorly documented, and internally inconsistent within the little documentation that does exist. It does seem to perform well once implemented, but getting off the ground is a pretty large hurdle.
  • NetSuite Calendar Integration with Outlook has been a disappointment. Our sales team have to maintain two calendars, because NetSuite's Outlook Integration tool has been known to delete events at random, and doesn't support Outlook 2010 or 2013.
It was an implementation nightmare, unless you are using NetSuite "out of the box" as an eCommerce / Online Retailer.

If you don't have an experienced NetSuite Administrator or Consultant on-staff, plan on hiring one before you begin implementation.
For simple issues (that can be answered by reading the documentation) NetSuite support seems to have a good ability to resolve our issues. Unfortunately, anything beyond that ability requires escalation into the black hole of their Tier II / Tier III Support.