I feel if we had had NetSuite Services do our implementation, we would have used much more of the out-of-box functionality and had Best Practices instituted sooner. I would not recommend an outside services provider for the initial implementation.
Highly consider using a consultant for the implementation. Also be prepared to change your internal business processes to fit within NetSuite, as the opposite is much more difficult to maintain long-term.
The implementation was very poor and very costly. In the end we had to reconfigure mostly everything over the next year to get it working in a desirable fashion.
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.