Oracle NetSuite CRM Review and Pricing

Oracle NetSuite CRM’s Editor’s Score: 9.2/10

Why We Chose Oracle NetSuite CRM as the Best CRM Software With ERP Capabilities

Oracle NetSuite CRM goes beyond core CRM software benefits like contact and opportunity management, sales automation, reports, and sales forecasting. Unlike other CRMs, NetSuite CRM integrates with a broader collection of Oracle NetSuite cloud-based services, including an ERP platform, enabling users to track and manage the entire customer journey – from lead acquisition and deal management to order processing and customer service. 

Oracle’s app marketplace is substantial, featuring over 670 apps covering 29 business needs, from asset management to supply chain planning. It also has specialist apps for 15 different verticals, including advertising and wholesale distribution. 

Its comprehensive technology collection, built-in integrations, accounting features, integrations and e-commerce functions eliminate the need for multiple platforms. You can run your entire business with this software, not just your sales, marketing and customer support departments. For these reasons and more, Oracle NetSuite CRM is our top choice for companies looking for a CRM with ERP capabilities.

To access the CRM, businesses must subscribe to the overall NetSuite platform. That puts a lot of high-grade technology at your fingertips but could present financial and usability concerns.

The Oracle NetSuite dashboard provides an overview of key performance indicators (KPIs). Source: Oracle NetSuite

Ease of Use

NetSuite CRM was designed as an add-on module for Oracle’s flagship ERP system and its collection of smaller software packages. Therefore, the CRM integrates seamlessly with the Oracle NetSuite platform and works smoothly right out of the box – even though the implementation process can be lengthy, depending on your business’s specific needs.

Here are a few ease-of-use factors we noted: 

• Straightforward in-app navigation: We were impressed that NetSuite CRM’s in-app navigation is straightforward, with clearly labeled menu components like leads, opportunities, forecasts and reports. This layout is helpful for sales teams unfamiliar with CRMs. The Home dashboard gives a clear overview of pending tasks and meetings, defines key performance indicators (KPIs) and relevant metrics, and provides handy shortcuts to each section’s key components. We also like that the Recent Records tab and drop-down menu offer easy access to your most-used customer records. 
• Many customization options: You can customize nearly everything on the platform, from appearance to workflows. There are many customization methods. However, for those less well versed in IT, the NetSuite SuiteCloud Platform Customization service may be helpful, offering a visual, no-code approach. 
• Learning Cloud Support service: The Learning Cloud Support service is a great option for new users or anyone needing help with the platform. An Explorer Pass gives you access to a series of general courses, and the Company Pass offers subscription-based training.
• Third-party integrations: Since NetSuite CRM is part of a full-service business solution, there’s less need to integrate third-party apps. However, we were pleased to see third-party connectors available for some services if Oracle NetSuite’s existing add-ons don’t fit the bill.
• Fee-based training: Though the CRM is relatively easy to use, Oracle offers fee-based training for teams that want to learn the system’s nuances in-depth. You can also hire NetSuite-certified professionals to maximize the CRM’s features. 

Place KPI-based widgets on your dashboard to get a clear overview of your current status. Source: Oracle NetSuite

Oracle NetSuite CRM Features

There are numerous CRM features to consider when choosing the right platform for your business. As part of the larger Oracle NetSuite platform, NetSuite CRM goes beyond essential features to offer significantly more functionality than many CRMs we reviewed. 

ERP Functionality

Oracle NetSuite’s ERP functionality impressed us. Sales management doesn’t end once you’ve successfully converted leads to customers, which is why it’s so valuable that Oracle NetSuite CRM works in perfect harmony with the vendor’s ERP product. This connection allows businesses to follow the entire customer life cycle, manage financial information, process orders, track inventory and optimize supply chains. Not all CRMs offer this level of visibility on the whole customer journey.

We especially recommend this CRM for e-commerce businesses that need visibility into purchasing processes and detailed customer information without integrating external tools.

Support tickets include all the information necessary to address and resolve customer issues. Source: Oracle NetSuite

Sales Forecasting

We were pleased to see the depth of NetSuite CRM’s sales-forecasting tools, which give teams the best chance of success in a competitive environment. 

Calculated forecasts examine customer data to determine close probabilities, weighted and projected opportunity amounts, and quotes using data in the sales pipeline. You can use “mood ring” forecasts for general predictions that aren’t tied to a particular quote or opportunity and compare multiple forecasts to gauge the overall accuracy of predictions. 

Oracle NetSuite provides sales forecasting using pipeline data. Source: Oracle NetSuite

Configure, Price, Quote Functionality

Many CRM platforms are adding CPQ functionality. (Read our Freshworks CRM review to see how this vendor incorporates CPQ features.) We were very impressed by NetSuite CRM’s CPQ execution and found it superb.

Pricing products and services with various customization options is challenging. We like that NetSuite CRM’s CPQ provides a guided selling feature that helps sales teams understand customers’ needs; the system then recommends the right products or services for them. This clever feature reduces the risk of poor product recommendations, increasing the chances of a sale.

We also like that reps benefit from real-time pricing. NetSuite monitors all the costs that go into a quote, including shipping, labor and materials. The quote changes automatically if a cost changes. The system can also cope with different pricing strategies, including volume discounts, promotional discounts and regional pricing differences. 

We appreciate how the system handles contracts, subscriptions and renewals with its profit-based intelligent deal-management feature.

The Oracle NetSuite CPQ module helps reduce the risk of poor product recommendations, increasing the chances of a sale. Source: Oracle NetSuite

Upsell Recommendations

We were pleased to see that NetSuite CRM includes a built-in upsell manager. It analyzes buying patterns and other CRM metrics to suggest upselling and cross-selling opportunities, recommended items or categories. The system can also:

• Create segmented lists of customers who meet specific criteria
• Glean potential opportunities from existing customer records and transactions
• Create task records
• Schedule phone calls for teams or individual reps 

Commission Management

We really like Oracle NetSuite’s incentive program-management tools. You can measure your sales reps’ performance in various ways, such as by quotas, quantity sold, total sales, profitability or custom criteria. Use data analytics to forecast commission earnings, split commissions between agents and process payments – all without leaving the CRM environment.

We appreciate how the system manages payments to third parties like partners, resellers and vendors. For larger companies – where a high proportion of revenues come from these sources – the commission-management function can streamline a complicated process. With the correct configuration, you may even be able to launch a self-billing program.

Partner Relationship Management Program

NetSuite’s partner relationship management (PRM) program is another unique feature we liked. 

Many larger companies offer marketing and promotional funds to third parties. NetSuite’s PRM program can manage marketing initiatives, lead management, sales forecasting and order processing when a strategic partner is involved. On joint advertising campaigns, the system allows all parties to see the same conversion data, providing important information that can improve returns from future joint campaigns.

For greater transparency, you can give your partners PRM logins to track lead progress. 

This business transparency increases trust and reduces the workload on team members tasked with giving partners frequent lead updates.

The PRM module works with all third-party partnerships. However, NetSuite has particular experience in providing solutions for manufacturing, software, services, advertising, media, publishing, nonprofit and wholesale distribution firms.

Mobile App

We were pleased to see that NetSuite offers mobile apps for iOS and Android to help field reps and remote workers enjoy many of the same productivity and employee collaboration features as on-site desktop users. 

Dashboard synchronization provides real-time visibility of contact records, KPIs, lead-scoring scorecards and other vital data to help your agents execute sales strategies. They can check calendar reminders, log calls and send quotes while on the go. 

Unlike other CRMs we reviewed, the NetSuite CRM mobile app also allows employees to submit timesheets and track receipts to log expenses when they occur. Users can also access a mobile browser version of the desktop app for additional functionality.

Oracle NetSuite’s mobile apps help sales reps track their expenses. Source: Oracle NetSuite

Reporting and Analytics

We found Oracle NetSuite CRM’s reporting and analytics features to be on par with those of its competitors. The platform monitors various metrics across sales, marketing and customer support teams, such as call volume, call resolution times, customer buying trends, acquisition costs and subscription renewals. Various customizable CRM reports offer insight and analysis on important sales efforts and KPIs like lead-to-close times, lead generation patterns, website visitor activity and customer satisfaction. You can also zoom in on individual, team or territory performance and review predictive versus actual data for sales pipeline and sales funnel stages and quota fulfillment.

E-Commerce Customer Portal

We were impressed by NetSuite’s personalized web portal, which provides 24/7 access to customers’ order histories and lets you check order status and place new orders. Customers can also visit your self-service knowledge-management system to resolve issues or open a support ticket. They’ll automatically receive confirmation of the service request and a case number.

We appreciate how Oracle has created separate customer portal versions for B2B and B2C e-commerce businesses. Both benefit from single-view customizability and connections; however, the B2C offering features social network integration, and the B2B version includes quoting and billing processes.

Oracle NetSuite CRM Pricing

Unfortunately, Oracle does not publish pricing information on its website. You must contact a sales representative for a quote based on your business’s size, needs, industry, required add-ons and customizations. Ongoing training or support will also affect the price.

Our research indicates the monthly base price for the Oracle NetSuite platform is $999 and each user seat is $99 per month. There is also a one-time implementation fee. All in all, we’re talking about a sizable amount that may be beyond the budget of some business owners. However, it’s still best to contact Oracle for a custom quote for the most accurate pricing.

This lack of pricing transparency is worth noting. Other vendors we evaluated were upfront about costs and different product tiers, although they don’t offer an all-encompassing business platform like Oracle. For an example of a rival CRM with straightforward pricing, read our review of Pipedrive.

Onboarding and Implementation

Since Oracle NetSuite is not a stand-alone CRM solution, the initial implementation is a heavier lift than other options on the market, particularly if you’re switching CRM systems. The exact steps depend on the overall combination of add-on modules and customizations you purchase with the ERP system. Fortunately, the company offers several checklists and resources to assist with deployment.

Oracle estimates that many companies can complete the setup process in as little as 30 days but acknowledges that more complex CRM implementations can take over a year. That is far longer than it takes to get most CRMs set up and employees onboarded, and it’s likely not feasible for a small business. However, a robust system like the Oracle NetSuite platform may be worth the time investment for larger enterprises.

Small businesses that don’t need such comprehensive technology should consider purchasing a stand-alone CRM solution. Consider our review of Zoho CRM to learn about a more straightforward platform. 

Customer Service

We were pleased with the responsiveness of Oracle’s customer support. When we contacted Oracle for information about its CRM, we received immediate assistance, including a general overview of the product and associated services. After getting some basic contact information, we were paired with a sales representative based on our geographical area to ensure we received the best advice and guidance for our location.

Self-service customer support is available online, including subscription-based training with online webinars, on-demand learning courses and hands-on labs. While Oracle’s online support library is not as comprehensive as that of competitor Salesforce, it still provides a good amount of information to get you started and resolve basic queries. Check out our detailed Salesforce CRM review to further compare and contrast.

We appreciate that collaboration opportunities with Oracle’s Education Success Advisors allow you to develop personalized learning plans or schedule additional training guidance. Optional live training is available for an additional fee for companies that need custom learning resources.

Limitations 

Oracle NetSuite CRM is a powerful solution. However, there are some limitations to be aware of:

• It’s not a stand-alone solution. Oracle NetSuite CRM is not a stand-alone solution; it’s one component of a larger business system. Regardless of how attractive its features and capabilities are, the CRM is out of reach unless you’re willing to buy the vendor’s entire suite of business apps. Companies with a flexible enough budget to invest in the NetSuite package should also remember that the larger the deployment, the more training and ongoing maintenance the system needs, which can strain your staff.
• It’s complex and feature-heavy. This platform is likely too complex and feature-heavy for small businesses. Oracle is a prominent company in the enterprise software market that has pared down its solutions to meet the needs of smaller companies. However, some organizations may still find it too expansive to be practical for daily use. An all-in-one solution may seem like an obvious advantage, but it isn’t necessarily appealing to businesses of all types and sizes.
• Extra training may be required. NetSuite is a comprehensive and feature-rich platform that covers virtually every aspect of running a complex, international business. However, it can be overwhelming and difficult to learn for some users, especially those unfamiliar with ERP systems. Users may need extensive training and support to master and use the software effectively. Check out our review of monday.com for something very capable but far simpler.

Methodology

When evaluating the top CRM software, we conducted extensive research comparing dozens of CRM platforms. Our product review process included customer support team communication, feature and functionality evaluations, pricing comparisons, and an examination of numerous tutorials, webinars and support materials. When looking for the best CRM with ERP capabilities specifically, we evaluated ERP functionality as well as contact, opportunity and account management. We also assessed financial management tools, workflow automation, reporting and analytics, customization options, and available integrations. 

Bottom Line

We recommend Oracle NetSuite CRM for …

• Companies that want a CRM as part of a complete suite of business apps, including an advanced ERP platform.
• Businesses with the budget to accommodate a larger investment than a stand-alone CRM.
• E-commerce businesses that want an overview of the customer journey and built-in CPQ, accounting and order management functionality.

We don’t recommend Oracle NetSuite CRM for …

• Sales teams that need a no-frills, low-cost CRM that deploys quickly.
• Businesses that don’t have in-house IT workers to implement and maintain an entire suite of business software.