1. NetSuite CRM+
Sirius Decision Briefing
Rob Israch, Senior Director Marketing
Vishrut Parikh, Director Product Marketing

2. Why NetSuite
NetSuite Overview
CRM Strategy: Beyond the Expected
NetSuite Marketing
Q & A

3. 2011
World’s most deployed
cloud business suite
2008/2009
First global cloud suite
First vertical cloud platform
2007
IPO on NYSE
Ticker: N
2000
First cloud business
suite
NetSuite History
1998
Founded by Larry Ellison
and Evan Goldberg
•12,000+
organizations
• Approx100
countries

4. Record Revenue
22% YoY Annual Revenue Growth
$236.3

5. NetSuite: World’s #1 Cloud Suite
World’s most deployed cloud
business management solution
Used by 12,000+ organizations
Fastest growing top 10 ERP
Used across approx 100 countries
Top 10 Cloud Companies
to Watch
Founded 1998
Publicly traded on NYSE: “N”
Offices in 10 countries
1200+ employees
$236M revenue in FY11
#1 Cloud Business Suite Industry Recognition
Background Performance
Best Financial Management
Best Relationship Mgt.
Best Business Software
Best Cloud Platform
Fastest Growing
Top 10 FMS Vendor
3rd Year Running

6. NetSuite Front Office Recognition
Codie Awards
– Best Relationship Management Solution
– Best Ecommerce Solution
– Best Business Software Solution
– Best Cloud Infrastructure Solution
Gartner Magic Quadrant – 2008-11 Ecommerce Visionary
– Evaluation based on Completeness of Vision & Ability to Execute

7. NetSuite CRM :
Beyond the Expected

8. Solution Overview
For mid-size companies to enterprises
NetSuite: modular cloud business suite
– CRM, Ecommerce, PSA, ERP
NetSuite OneWorld: global management
Industry-specific editions
SuiteCloud platform
– Wholesalers, Manuf., E-tail, High Tech, Pro. Services

9. Why is NetSuite CRM Better?
360 degree
view of
customer
Automated
lead to cash
process
Built in sales
alignment
Ecommerce
and Self
Service
Integrated
Marketing
Global
business
management

10. Beyond Traditional CRM

11. Advanced
Forecasting
Product Catalog
Service Catalog
Integrated Quotes/Proposals
Document Management
Document Publishing
Integrated Order Mgmt
Bookings Dashboard
Incentive Management
Customer Portal
Project Tracking
Time & Expense
Upsell/
Cross-sell
Website Hosting
Search Engine
Optimization
Website Analytics
Online Catalog
Lead Dashboard
Intranet Sales &
Marketing Tools
Mass E-Mail
Group Calendaring
Resource Availability
+
Lead
Prospect
Qualify
MeetQuote
Order
Service Delivery
Repurchase
Suspect
+
+
+
+ +
+
+
+
360 View of the Customers

12. Real-time Visibility across Enterprise
– Real-time data on sales, customers and inventory
– Customer 360 view
– Single system to view all CRM, Marketing, Ecommerce, ERP
– Access data anywhere/anytime

13. Powered by the Cloud:
Mobility
Distributed workforce, outsourcing,
contingent workers, any device
Self-Service
Submit web based time and
expenses and purchase requests via the web
Self-serve customers, vendors, partners
Visibility from Anywhere
Real-time role based dashboards,
Self-service reporting and analytics
Personalized

14. B2B Upsell & Cross-Sell Engine
Product correlations
automatically generated
based on buying patterns
Sales / services able to
apply upsell & cross-sell
recommendations from
transactions or customer
record based on items
selected / purchased
Upsell / Cross-sell Wizard
walks through campaign
creation
– Build ideal target list to
market product X to
– Determine best offer for
customers who bought Y

15. B2C Upsell Management
Detailed Purchase History
– Mine past purchases
– Total sales “value”
Segmentation Tools
– Expression builder
– Complex queries
Promotions/Offers
– Track ROI on promotional
messages, offers, discounts
– Automated e-mail campaigns
Multi-Channel Campaign Tracking
– Real-Time Statistics & Complete ROI
Lead Prospect Quote/Order Invoice/Rev. Mgmt. Service Delivery Support Upsell/Renew

16. Quote-to-Order Processing & Deep
Product & Pricing Management
One click convert
– Opportunity to Quote
– Opportunity to Order
– Quote to Order
Team Selling
Product & Service Catalog
– Multi-location inventory, time &
materials, non-inventory items
– Serial no., lot management,
bar coding, bin management
– Grouping, kitting, assembly
items, work orders, BOMs
Price Levels & Billing
– Complex discounting rules
– Multiple price levels, per
customer pricing, multi-currency,
multi-tax
– Billing schedules

17. Managing Accurate Forecasting
Increase Forecast visibility
with 3 modes: calculated,
“mood ring”, scenario-based
Dashboard provides easy
view of quota/calculated/
override/actual
– Direct drill-down to detail
Multiple quotas, multiple
forecasts possible
– ex: 1st Year of Subscription vs. Total
Bookings
Forecast Accuracy reporting
against Actual Sales made
Lead Prospect Quote/Order Invoice/Rev. Mgmt. Implement Support Upsell/Renew

18. Incentive Compensation
Rep visibility
– Dashboard KPIs increment with
every order placed
– Actual and estimated commission
reports
Commission schedules
– Extensive Schedule
Formula
– Accelerators, spiffs, etc.
Multi-tiered plans
– Includes rep and multi-
level management
– Retro-active supports changes
– Products, services, percent,
margin, more

19. Partner Relationship Management
Incorporate External Channels into Internal Processes
– Partner Self-Service Portals
– Lead Sharing
– Dynamic routing rules
– Territory management
– “Register” via online portal
– Joint Sales Process
– Update opportunities
– Shared product/service
catalog with restrictions
– Forecasting visibility
– “Front Line” Customer Service
– Joint case/ticket management
– Knowledge base
– Incentive Compensation for Partners
– Same robust multi-tiered plan engine as internal sales can be applied to partners

20. Multi-Channel Support
E-mail Case Capture
Web Hosting,
Ecommerce,
Lead Forms
Phone Support
360 Degree View
Fast, Accurate Resolution
Upsell +
Cross-sell
Opportunities
Lead Prospect Quote/Order Invoice/Rev. Mgmt. Implement Support Upsell/Renew
CRM / ERP
Escalation to
Meet SLA

21. Shopping Cart and One-Page Checkout
Based on
industry best
practices for
shopping cart
and checkout
Includes Fully
Customizable
Forms
Powerful
customization
with rich library
of Web Store
Objects and
APIs

22. Ignite Site and Ignite WebApps
Ignite Site provides cutting
edge, interactive sites
Ignite WebApps allow
deep customization:
Ignite Commerce API:
– Shopper session,
customer object and more
Webstore Touch Points:
– Login / Logout
– Cart and Checkout
– Registration
– Customer Center
SuiteScript Server Pages

23. Customer Self-Service Portal &
Knowledge Base
Password protected access
View Personalized content
– Project status
– Outstanding quotes
– Order/contract status
– Pertinent documents
– Products purchased, easily
re-order items
Customer Service
– Enter trouble tickets / cases
– Support/service history
Knowledge Base & Solution
Management
– Search based on keyword etc.

24. AMERICAS APACEMEA
Worldwide HQ
Global Business Management
ECOMMERCE
PSA
ERP
CRM+SINGLE DATA
SOURCE

25. Marketing

26. Managing Accurate Forecasting
Optimizing Programs with Real-time ROI Reporting
Performing Customer Segmentation with Universal Database
Target Campaigns Precisely Across Customer Lifecycle
Providing Sales with Real-time Ecommerce / Lead Information
Customizable Solution and SDN Network to Expand Capabilities

27. Optimizing with Real-time ROI Reporting
Stay on Top of Performance by Measuring Lead Contribution
Across Sources
Improve Lead Quality by Getting Visibility in to Real
Revenue Contribution by Program
Save Time and Improve Accuracy with Built-In Real-time
Reporting

28. Tracking Your Program Performance
Dashboards and KPIs
– Get a Quick Read on Performance from Your Home
Dashboard
– KPIs available – from standard reports
– Custom KPIs – from saved searches
Standard KPI's
Custom KPIs
from Searches

29. Tracking Your Program Performance
Lead Source Analysis
• Understand Lead Performance Across Your Program Mix
• Run Reports in Real-time
• Select Date Range and Format. Data Exportable
• Drill Down to Understand Status

30. Tracking Your Program Performance
Sales by Lead Source
• View Revenue Generated from Marketing Programs
• Run Reports in Real-time
• Select Date Range and Format. Data Exportable
• Drill Down to Understand Status

31. Tracking Your Program Performance
Almost Endless Customization Possible

32. Campaign Response Summary
– View key campaign performance statistics
– Summary and detail views
Analyzing Your Campaign Performance

33. Campaign ROI Analysis
– Profit = $ from lead source – program cost
– ROI = Profit / program cost
Analyzing Your Campaign Performance

34. Measuring Your Paid Keyword Performance
• Understand Lead and Revenue Performance by Keywords

35. NetSuite’s Universal Database
One Complete Repository of All Lead and Customer Interactions
All Information Accessible in Real-Time
All Data Sets Available Across Complete Customer Lifecycle
All Target Groups Can Be Dynamic and Static
Allows You to Perform Segmentation Analysis and Target By:
– Lead Count
– Opportunity Conversion
– Customer & Revenue
Conversion
– Lead Source
– Campaign Category
– Demographics
– Lead Date
– Campaign Response
– Offers
– Transaction Types
– Anything That’s In NetSuite

36. Tying CRM to Ecommerce
Create Forms, Web Sites, and Web Stores Within NetSuite
All Web Site Activity Tied from Lead Through Purchase
Sales Reps Get Real-time Visibility in to All Web Activity

37. Tying CRM to Ecommerce
Create Forms, Web Sites, and Web Stores Within NetSuite
All Web Site Activity Tied from Lead Through Purchase
Sales Reps Get Real-time Visibility in to All Web Activity

38. Tying CRM to Ecommerce
Create Web Sites, Forms, and Web Stores Within NetSuite
All Web Site Activity Tied from Lead Through Purchase
Sales Reps Get Real-time Visibility in to All Web Activity

39. SuiteSocialmaking business data social

40. CEO
CFO
Sales Rep/
Manager
Support
Manager
Ecommerce
Manager
Project
Manager
© NetSuite Inc. 2011

41. Social
SuiteApps
Financials
Sales
Service
Marketing
Projects
Ecommerce
SuiteSocial
Framework
Transactions
• E.g. orders,
opportunities,
invoices
Master data
• Customers
Dashboards
SuiteSocial Open Framework Orchestrates
Social Collaboration

42. Group Collaboration Around NetSuite
Transactions and Master Data
• Instantly collaborate with co-workers, customers, and partners
from the NetSuite record

43. Platform

44. SuiteCloud Platform:
Complete Customization & Development
Graphical customization
Workflow management
Open scripting
Web services
Analytics
Lifecycle management

45. © NetSuite 2010 45
5,000+ Developers
150+ Select Partners
1,000+ SuiteApps

46. SuiteFlow: Business Process Customization
with Clicks, Not Code
– Workflow
orchestrates
business processes
– Initiated on any
customizable record
across back-office &
front-office (invoice,
SO, customer, lead,
campaign, case,
time, expense etc.)
Decision-tree branching, time-based delays or state transitions all handled
through graphical user interface
Custom objects can be embedded in workflows or serve as main record to
trigger workflow process
Can embed SuiteScript within workflow to call web services of other
applications or perform even more complex actions

47. SuiteFlow: Customer Usage Examples
© NetSuite 2010 47
Shareholder
Representative
Services (SRS):
Case Categorization &
Lifecycle SuiteFlow
ESET:
Fraudulent Order
Management &
Customer
Notification
SuiteFlow

48. Thanks!discussion / follow up