To adapt to the changing market conditions driven by digital transformation, it has become necessary for businesses to update their core operating strategies.  The companies making the most effort to adopt innovative ideas and techniques to boost customer acquisition, loyalty, and retention are the most successful in today’s digital era.

Most businesses and industries are currently experiencing upheaval due to digital transformation.  One of the most prominent recent digital trends is a concentrated effort to enhance the customer service experience.  As a result, continuous use of CRM is essential for rapid digitalisation.  Companies need to centre their operations and workflows around a robust customer relationship management system that can assist in developing and transforming leads.  Your organisation’s ability to place the customer at the centre of its digital efforts from the very beginning of the digital transformation process is the most critical factor in determining its success.  Companies can connect with customers and ensure their satisfaction using effective CRM procedures.

 

Role of CRM Towards Digital Transformation

Customer Relationship Management (CRM) incorporates a comprehensive customer profile for every type of customer, including representatives, suppliers, end customers, managers, and possibly other types of clients.  The holistic profile should include pertinent information on transactions, selling, advertising, and customer service in addition to financial information such as customer win rates, lifetime value, competing products purchased, customer performance, and other vital details.

Companies can significantly affect their holistic customer profile by including social media vision, which allows them to see what customers say about their company and products, and identity resolution technologies, enabling them to identify anonymous digital visitors.

 

Features of NetSuite’s CRM Supporting the Digital Transformation

The Customer Relationship Management (CRM) software offered by NetSuite is the only cloud-based solution that provides a real-time, 360-degree overview of your customers.  A smooth flow of information is provided by NetSuite’s CRM across the entirety of the customer lifecycle, beginning with the lead and continuing through the opportunity, sales order, fulfillment, renewal, upsell, cross-sell, and support stages of the process.  It includes the following features that can support your business with digital transformation:

 

1. Salesforce Automation
   The Sales Force Automation (SFA) features included in NetSuite CRM+ ensure that the sales team always has access to up-to-date information on the current state of each opportunity, a comprehensive overview of the prospect, and all relevant data at their fingertips.
2. Advanced Sales Forecasting and Quota Management
   The sales process is made more reliable, predictable, and trustworthy with the help of NetSuite CRM’s advanced forecasting and quotation management features.
3. Automated Incentive Compensation Management
   By providing customisable sales compensation management, NetSuite CRM+ eliminates the sales operations team from the added responsibility of compensation calculation.
4. Comprehensive Upsell, Quote and Order Management
   Accurate quotations can be quickly transformed into authorised sales orders and sent to your financial system for processing.
5. Out of the Box Marketing Automation
   Using NetSuite CRM+, you can streamline your multi-channel marketing operations and better coordinate you campaigns, programmes, and sales activities.
6. Customer Service and Support
   NetSuite’s call centre features provide a comprehensive perspective of your clients, allowing you to respond to their needs promptly and effectively.
7. Anytime, Anywhere Mobile Access
   NetSuite’s CRM guarantees access to real-time business data and provides complete support for mobile devices, including the iPhone, BlackBerry, and Android (supported by NetSuite and NetSuite Partners).
8. Integration with Ecommerce Platforms
   As a result of the integration between NetSuite CRM+ and the NetSuite e-commerce platform, a single system of record can be maintained for all of a customer’s commerce transactions, as well as their information and interactions with the company.  With this integrated solution, you will be able to monitor and measure everything that takes place online, and it will automatically capture every contact you have with a customer or prospect.
9. Integration with Leading Social and Productivity Tools
   NetSuite’s Suite Social platform is compatible with Twitter, Microsoft and all Google Apps.
10. Partner Relationship Management
    Using NetSuite CRM+, you can handle everything from collaborative marketing campaigns and lead management to pipeline management, order processing, and even commissions and royalties for your partners.

 

For organisations to succeed, they must implement digital transformation into their business strategies.  Thanks to digital transformation, organisations now have the opportunity to comprehend digital visitors, engage with them, and do excellent work on meeting their multi-channel customer experience expectations.  In addition to that, it incorporates the digitalisation of customer relationship management.

Learn more about NetSuite’s CRM+ solution today.