Post on 23-Oct-2019
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The Top 5 ReasonsCustomers Abandon
Salesforce.com
© Copyright NetSuite Inc., All Rights Reserved.
Zach NelsonPresident and CEONetSuite, Inc.
© Copyright NetSuite Inc., All Rights Reserved.
Agenda
NetSuite Overview
The Top 5 Reasons Our Customers Say They Leave salesforce.com
Demonstration
Customer Discussion
Q & A
© Copyright NetSuite Inc., All Rights Reserved.
NetSuite: Better for Us
Courtney Elizabeth AndersonPresident
Douglas SteinVP Development and Technology
Eric WendtPresident
Alan ArvinManaging Partner
Courtney Anderson & Associates, LLC
Demand Solutions Group
© Copyright NetSuite Inc., All Rights Reserved.
About NetSuite
Co-Founded by Larry Ellison and Evan Goldberg in 1998
Largest Integrated SaaS Customer Base
ERP background makes CRM much more powerful
Awesome product: Every Major Award
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Thousands of Salesforce.com Users Have Switched to NetSuite
25x More Companies Switch to NetSuite
1,000 users - Opal Telecom
600 users - Premier Conferencing
500 users - Colt Telecom
400 users - Weyerhaeuser
225 users - EBSCO Publishing
100 users - Document Sciences
100 users - CaseCentral
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NetSuite Ranks Higher in Core Sales Force Automation
Sales ManagementForecastingFunctional BreadthDashboardsOpportunity ManagementLead AssignmentQuota ManagementQuote GenerationQuote-To-Order Features
Discount ManagementCustomer & Partner PortalsOff Line ClientUser InterfaceLook and FeelPricing and ProductDocument ManagementSearch CapabilitiesDeployment Options
Source: Forrester Research
© Copyright NetSuite Inc., All Rights Reserved.
1You Can’t Sell Anything
with Salesforce.com
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© Copyright NetSuite Inc., All Rights Reserved.
Traditional CRM Focused on Prospects not Customers
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Lead
Prospect
Qualify
MeetQuote
Order
Service Delivery
Repurchase
Suspect
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© Copyright NetSuite Inc., All Rights Reserved.
Not Even a Customer in Salesforce.com’s UI
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Salesforce.com Starts and Ends at the Opportunity
Lead
Opportunity
Missing The Most Important Element of the
Customer Relationship: What they bought!
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The CRM Process: Now with Sales!
LeadInventory/ Shipment Visibility
Sales Order
ServiceOpportunity
The Most Important Element of the
Customer Relationship: What they bought!
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© Copyright NetSuite Inc., All Rights Reserved.
• Advanced Forecasting
• Product Catalog• Service Catalog
Customer Lifecycle Management
• 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
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Lead
Prospect
Qualify
MeetQuote
Order
Service Delivery
Repurchase
Suspect
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© Copyright NetSuite Inc., All Rights Reserved.
Multi-channel Selling Demands Seamless Integration
Phone
Online
Offline
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Order ManagementDefines True CRM
Forecast Accuracy
Marketing ROI
Upsell/Cross-sell
Incentive Compensation
Support Management
Partner Management
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Five Reasons Salesforce.com Users Switch to NetSuite
2Save Money – Lots of Money
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© Copyright NetSuite Inc., All Rights Reserved.
• No Mass Email Marketing• No Integrated Quoting• No Integrated Order Management• No Integrated Web Analytics• No Integrated Commissions
• Integrated Mass Email Marketing• Integrated Quoting• Integrated Order Management• Integrated Web Analytics• Integrated Commissions
Salesforce.com Lacks Core SFA Functionality
© Copyright NetSuite Inc., All Rights Reserved.
• Salesforce.com Enterprise $150,000• Email Marketing (10,000/month) $ 60,000• No Integrated Quoting• No Integrated Order Management $ 100,000• No Integrated Web Analytics $ 12,000• No Integrated Commissions $ 60,000TOTAL $ 382,000
The Real Cost of Salesforce.com100 Users for 1 Year
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© Copyright NetSuite Inc., All Rights Reserved.
• Salesforce.com Enterprise $150,000• Email Marketing (10,000/month) $ 60,000• No Integrated Quoting• No Integrated Order Management $ 100,000• No Integrated Web Analytics $ 12,000• No Integrated Commissions $ 60,000TOTAL $ 382,000
• NetSuite CRM+ $154,800• Integrated Mass Email Marketing No Charge• Integrated Quoting No Charge• Integrated Order Management No Charge• Integrated Web Analytics $ 3,588• Integrated Commissions $ 3,588TOTAL $161,976
The Real Cost of Salesforce.com100 Users for 1 Year
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© Copyright NetSuite Inc., All Rights Reserved.
Five Reasons Salesforce.com Users Switch to NetSuite
3Eliminate Costly and Time
Consuming Integrations
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© Copyright NetSuite Inc., All Rights Reserved.
Web Support
ERP
Sales
The Composite Application: 1998
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Web Support
ERP
Sales
The Suite Is Now the Standard in Fortune 1000
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Warehousing
Accounting
SFA
Support
Web
Small to Medium Enterprise
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Accounting
Web
Small to Medium Enterprise
SFA
Support
Warehousing
Sure this will workYEAH
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Type Order in Word
Leave in basketPrint Order
Salesforce.com’s Own Quote to Order Process
Walk to Finance Re-type intoOracle
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Tightly Coupled Process
IntegratedSuite
CustomerService
Quote
Pick & Pack
Invoice
Sales Order
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NetSuite: Your Business On Demand
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Web Site
IntranetPublishing
Self- Service
Web Store
Financials
OrderFulfillment
TimeTracking
Inventory
Purchasing
Budgeting
Sales ForceAutomation
Commissions
Marketing
CustomerSupport
Quotes & Orders
NetSuite: An Integrated Suite
© Copyright NetSuite Inc., All Rights Reserved.
NetSuite: An Integrated Suite
• Campaign to Lead
• Lead to Order
• Issue to Resolution
• Order to Delivery
• Contract to Service
• Contract to Renewal
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Five Reasons Salesforce.com Users Switch to NetSuite
4For Solutions Pre-built to
Solve Industry CRM Challenges
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© Copyright NetSuite Inc., All Rights Reserved.
NetSuite Has Specific Features for Distributors
NetSuite for DistributorsInventory visibility
Available to promise
Demand forecasting
Volume, customer-specific pricing
Automated upsell/cross-sell
WISMO visibility
360 degree view
Self-service Customer Center
© Copyright NetSuite Inc., All Rights Reserved.
NetSuite Has Specific Features for Services Companies
NetSuite for ServicesAuto job creation from order
Service item catalog
Job tracking
Time tracking
Utilization, resource management
Service history
Self-service Client Center
Document management
© Copyright NetSuite Inc., All Rights Reserved.
Five Reasons Salesforce.com Users Switch to NetSuite
5To Get A Complete View of
the Customer
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DashboardCustomers!
Quotes & Orders!
Sales-specific KPIs
Industry’s Best Forecasting
Actual Sales
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EcommerceManager
SupportManager
CEO
Sales Rep/ Manager
ShippingManager
CFO
Run Your Entire Business
Your Business, On Demand
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Let’s Hear from Users Demand Solutions Group
Alan Arvin
© Copyright NetSuite Inc., All Rights Reserved.
Demand Solutions Group
Business applications solution partner with an On Demand technology focusLead a company’s technology evolution utilizing the “On Demand Way”
From plan through implementationCRM, ERP, FinancialsMethod D – tuned specifically for selecting, implementing and adopting On Demand solutions
Services charged “On Demand”service as a subscription
Partner with all the leading On-Demand Providers
© Copyright NetSuite Inc., All Rights Reserved.
Example Score Card from a Customer
CRM ComparisonARCHITECTURE 12 13Single Sign On (SSO)Data Import - ExportsWorkflowOutlook IntegrationPDA IntegrationRoles, Responsibilities, Visibility
GLOBAL CONSIDERATIONS 7 8Multi-LanguageMulti-CurrencyLocalizationsMulti-Organization (Account)
REPORTING 6 8Out-of-BoxModify Existing - Create NewDashboard
MARKETING 2 6Campaign ManagementAnalytics
CRM Comparison
SALES 8 13Lead ManagementOppty ManagementQuote Generation NoProduct Evaluation Process FlowForecastingCommissions - Sales Comp No
PARTNER RELATIONSHIP MGMT 0 3External Portal No
CUSTOMER SUPPORT 7 8External Portal - Self ServiceCase ManagementWorkflowEntitlement - Assets, SLA, Config No No
FUTURE INTEGRATIONS 2 6Minimal Backoffice IntegrationMinimal Additional Lincs and Fees
TOTAL SCORE 44 65High Functionality (3)Moderate Functionality (2)Low Functionality (1)
No Functionality (0)
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SalesForce.com Limitations
AppExchangeRequires multiple vendorsEach vendor solution may work well with SF.com, but they may not work well togetherMay require re-work / additional implementation services
SF.com as an Application PlatformSF.com configuration tools are simple to use, but do not provide the flexibility often needed to meet business needsData visibility between application objects is extremely limitedCannot enable workflow that is based upon non-UI eventsCannot dynamically control field level security Out of the box reporting is very limited across the applicationIn Short, SF.com’s strength is its simplicity, but it is also a weakness
© Copyright NetSuite Inc., All Rights Reserved.
Key Functional Advantages of NetSuite
OverallOne application and one vendor – integrated ERP, CRM, and eCommerceExtensive out of the box capabilities across the entire applicationMuch more extensible applicationClient and server side scripting
SalesGreater visibility to all customer data including sales historyOut of the box quotation capabilitySeamless quote to order capabilityMore sophisticated product pricing capabilitiesMore capable forecast processOut of the box commissions
MarketingMarketing automation with eMail capabilities built into the systemCustomer/prospect response statisticsDirect linkage between marketing campaigns and ROI
Customer SupportGranular security model for knowledgebaseGreater visibility to all customer data including sales history
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Learning.com
Douglas Stein, VP Development andTechnology
© Copyright NetSuite Inc., All Rights Reserved.
Learning.com
Headquartered in Portland, Oregon
Provides complete curriculum and assessment solutions over the Web to over 1.5 million children and their teachers, kindergarten to grade eight
SaaS provider
© Copyright NetSuite Inc., All Rights Reserved.
Why We Switched
Had SFDC from January 2004 until October 2005
Switched from needing just CRM to accounting, order management, etc.
Needed accounting system that could manage revenue recognition of a subscription software vendor
Dilemma: What do we need to buy to add to SFDC to create a complete solution?
With SFDC, we needed new products and consulting and money lashed together:
SFDC plus a parts bin plus a mechanic
And didn’t find anything we liked
© Copyright NetSuite Inc., All Rights Reserved.
Why NetSuite?
Total solutionCould migrate all our existing dataWent live with our sales force in September 2005Moved from QuickBooks financials in October 2005Now have an CRM PLUS order management PLUS financials in one system
Salespeople create opportunities and quotesEasy to fulfill and invoice and recognize revenue once sold
One place to go to get all data -- in the past 3 people involved in a sale initiated from the fieldNow only one person can address all of this; approval all automatedGet year over year comparisons in real time – don’t need to wait for the month to close
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Learning.com
Real issue: Salesforce.com a big improvement on ACT! – NetSuite as big an improvement over SFDC
SFDC couldn’t fill the bill, couldn’t answer from “close to cash” – with SFDC, deal done, flurry of activity – then Excel, Word docs, manila folders to get sales invoiced and booked
With Salesforce.com, we could get a deal at the end of the fiscal period and couldn’t book it in time because couldn’t get invoice out the door!
"We're coming close to doubling our business over last year
without adding any accounting staff. With NetSuite, I'm less
afraid of growing by a factor of 10."
Douglas Stein, VP, Development and Technology, Learning.com
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Courtney Anderson & Associates
Courtney Elizabeth Anderson, JD, MBA Attorney at Law
Courtneyanderson.com
Courtney Anderson & Associates
© Copyright NetSuite Inc., All Rights Reserved.
Courtney Anderson & Associates,
Headquartered: Austin, TX
The most elite organizations in the world seek professional services and media appearances from Courtney Anderson
Keynote SpeakingCustomized Corporate TrainingExecutive CoachingMediated Conflict ResolutionTele-conferencesSpeaker Training Consulting Noted author
Legal analyst for MSNBC, Fox, CNN and more
Courtney Anderson& Associates
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Why Courtney Anderson & Assts. Switched
Anderson travels 300 days a year, relies on booking agents for her business
Needed Internet-based solution to run the business
Used QuickBooks in previous law practice
SFDC: free, functional, and easy + QuickBooks on line
Worked well but time consuming -- Had to duplicate records in QB and SFDC
Wanted Internet real time access, billing accounting
“NetSuite is the undiscovered all-in-one secret tool for success
for small businesses”
Courtney Elizabeth Anderson, JD, MBA Attorney at Law
Courtneyanderson.com
Courtney Anderson & Associates
Assemble Connect, Inc
Eric Wendt, President
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Assemble Connect, Inc
Assemble Connect, Inc. is one of the first and largest distributors of contract manufactured products in the world
Corporate headquarters and distribution center is outside of Chicago, IL
Warehousing abilities nationwide
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Assemble Connect, Inc:
Needed third data base for parts and supply –SFDC handles opportunities, not items
Need stronger distribution-centric CRM capabilities
Does CRM well- one of the first users – But…Third party integrationConnectors to other systemsNot conducive to a system
The $ spent on CRM wasn’t worth it – we were wasting money
Why NetSuite? Looks like Salesforce but designed for a distribution business
© Copyright NetSuite Inc., All Rights Reserved.
The Big Five
1. Includes the core information about the customer relationship -- orders
2. Much lower cost because it integrates broad suite of capabilities
3. Eliminates costly integrations
4. NetSuite includes industry-specific business management capabilities for distributors, service companies and software companies
5. 360 degree view of the customer and your business.
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Lifetime Guaranteed Pricing*at your present Salesforce.com price
Special Offer for Current Salesforce.com Users
And we’ll convert your data for free*!
*See details at www.netsuite.com/stickershock
Swap Salesforce.com for NetSuite CRM+
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Discussion and Q&A