NetSuite CRM+Sirius Decision BriefingRob Israch, Senior Director Marketing

Vishrut Parikh, Director Product Marketing

Why NetSuite

NetSuite Overview

CRM Strategy: Beyond the Expected

NetSuite Marketing

Q & A

2011World’s most deployedcloud business suite

2008/2009First global cloud suite

First vertical cloud platform

2007IPO on NYSE

Ticker: N

2000First cloud business

suite

NetSuite History

1998Founded by Larry Ellison

and Evan Goldberg

•12,000+organizations

• Approx100countries

Record Revenue22% YoY Annual Revenue Growth

$236.3

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

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

NetSuite CRM : Beyond the Expected

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

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

Beyond Traditional CRM

Advanced Forecasting

Product CatalogService Catalog

Integrated Quotes/ProposalsDocument ManagementDocument Publishing

Integrated Order MgmtBookings DashboardIncentive Management

Customer PortalProject TrackingTime & Expense

Upsell/Cross-sell

Website HostingSearch Engine

OptimizationWebsite AnalyticsOnline Catalog

Lead DashboardIntranet Sales &

Marketing ToolsMass E-Mail

Group CalendaringResource Availability

+

Lead

Prospect

Qualify

MeetQuote

Order

Service Delivery

Repurchase

Suspect

+

+

+

+ +

+

+

+

360 View of the Customers

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

Powered by the Cloud:

MobilityDistributed workforce, outsourcing,contingent workers, any device

Self-ServiceSubmit web based time and expenses and purchase requests via the webSelf-serve customers, vendors, partners

Visibility from AnywhereReal-time role based dashboards, Self-service reporting and analyticsPersonalized

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

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

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

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

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

Partner Relationship ManagementIncorporate 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

Multi-Channel Support

E-mail Case Capture

Web Hosting, Ecommerce,

Lead Forms

Phone Support

360 Degree ViewFast, Accurate Resolution

Upsell +Cross-sell

Opportunities

Lead Prospect Quote/Order Invoice/Rev. Mgmt. Implement Support Upsell/Renew

CRM / ERP

Escalation to Meet SLA

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

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

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.

AMERICAS APACEMEA

Worldwide HQ

Global Business Management

ECOMMERCE

PSA

ERP

CRM+SINGLE DATASOURCE

Marketing

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

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

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

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

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

Tracking Your Program Performance

Almost Endless Customization Possible

Campaign Response Summary– View key campaign performance statistics

– Summary and detail views

Analyzing Your Campaign Performance

Campaign ROI Analysis– Profit = $ from lead source – program cost

– ROI = Profit / program cost

Analyzing Your Campaign Performance

Measuring Your Paid Keyword Performance

• Understand Lead and Revenue Performance by Keywords

NetSuite’s Universal DatabaseOne 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

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

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

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

SuiteSocialmaking business data social

CEO

CFO

Sales Rep/Manager

Support Manager

EcommerceManager

ProjectManager

Email QuotePlace Order

Bill Time

File a

Case© NetSuite Inc. 2011

Approve

Expense

Approve Discount

Social SuiteApps

Financials

Sales

Service

Marketing

Projects

Ecommerce

SuiteSocialFramework

Transactions• E.g. orders,

opportunities,invoices

Master data• Customers

Dashboards

SuiteSocial Open Framework Orchestrates Social Collaboration

Group Collaboration Around NetSuite Transactions and Master Data

• Instantly collaborate with co-workers, customers, and partners from the NetSuite record

Platform

SuiteCloud Platform:Complete Customization & Development

Graphical customization

Workflow management

Open scripting

Web services

Analytics

Lifecycle management

© NetSuite 2010 45

5,000+ Developers150+ Select Partners1,000+ SuiteApps

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

© NetSuite 2010 47

SuiteFlow: Customer Usage Examples

Shareholder Representative Services (SRS): Case Categorization & Lifecycle SuiteFlow

ESET: Fraudulent Order Management & Customer Notification SuiteFlow

Thanks!discussion / follow up