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| Customer Relationship Management
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Enabling the Customer is the Heart of the Customer Relationship
The Experience Economy. Reality or trendy term? Take a look around, competition is fierce, driving prices for products and services to commodity levels. Many business managers have started to look for an edge, a bulwark against a relentless marketplace.
If we know our customers better we can keep the ones we have and attract more. More importantly we can preserve our margins. The sales staff takes a personal interest in each customer, they might even know the names of the customer's children. Does it matter? Does it win business and loyalty?
The competition takes another tack: They help the customer take charge, let the customer form the relationship to best fit their needs, give the customer a voice, hear the customer speak and respond appropriately and immediately.
The competition is winning.
In today's economy the customer looks for a different experience marked by honesty, delivery and quality. They don't have time for small talk, less or none for social outings. They want to know what you have, how you deliver it and what they can expect. They want more than anything else to be an equal partner in the process. They don't want to be stiff armed into the sale, nor do they want to be patronized. They want an intelligent, fair and open sales process that gives them a voice.
How does NetSuite CRM enable the customer in this interactive sales process?
An online, on-demand system, NetSuite gives customers the opportunity to enter orders, re-order, check the status of order and projects, ask questions online and through email. Tight integration with popular mail clients enables customer mails to flow easily to the customer record.
NetSuite helps you collaborate with the customer, from managing the opportunity to putting together the proposal and entering the order. Finally, NetSuite enables you to manage delivery to the customer's specification, whether you're delivering products or services.
The Customer's Role? With NetSuite they have the means to participate in the buying process, viewing orders and delivery milestones online, downloading the documents you've published to them, asking questions, raising issues or looking for solutions in your Knowledge Base.
This is the new economy of the customer experience: An economy where active customers have equal footing. NetSuite CRM helps you, and your customers, get there.
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| Compare NetCRM and NetCRM+
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| Understand the Difference between CRM and CRM+ before deciding which product is right for your business. |
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