Customer experience (CX) isn’t just a buzzword. Customer expectations are higher than ever, so founders and companies are juggling the need to deliver exceptional experiences while managing growth. Because customer experience is a must-have, you need a secret weapon to transform CX from “meh” to “wow.”
All cheesiness aside, NetSuite can significantly elevate the customer experience across every function. It also streamlines operations and drives customer satisfaction and loyalty, all the ingredients you need to make it big.
Let’s explore how to leverage this powerhouse platform to turn customer interactions into opportunities for exceptional service, happiness, and loyalty.
NetSuite Features that Enhance the Customer Experience
Before we talk about functions, let’s look at some of the features NetSuite has to provide a seamless, integrated customer experience. These features directly impact customer interactions.
- Unified Customer View. NetSuite consolidates all customer data into a single view, giving you a holistic perspective of your customers so you can easily tailor your services to their needs and desires.
- Customer Relationship Management (CRM). NetSuite CRM offers sales force automation, customer service management, and marketing automation for a seamless flow of information across the customer lifecycle. This enhances engagement at every touchpoint.
- SuiteCommerce MyAccount. This self-service portal allows customers to manage their accounts independently, which is crucial if you’re a business looking to create a customer-centric online experience.
- Personalization and Segmentation. By leveraging customer data, businesses can personalize communications and offers, increasing the relevance and impact of their marketing efforts.
Empowering Customer Success Teams
At most companies, customer success teams are the backbone of post-sales support. Their job is to make sure the customer is happy so they keep coming back. NetSuite empowers these unsung heroes with a 360-degree view of the customer, with comprehensive access to customer data.
Customer success teams can resolve issues preventatively and anticipate problems before they become a full-blown crisis.
NetSuite also cuts down wait times with automated case management, ensuring that support cases are assigned and escalated with precision. Your team can focus on providing solutions with quicker resolutions and happier customers.
For those customers who prefer a DIY approach, NetSuite’s robust knowledge management system offers a rich, searchable database of information. Now, customers can find answers on their own, reducing the load on your team and improving the customer experience.
Enhancing Sales Performance and Improving Relationships
Sales teams want to close deals. To do that more effectively, they must build genuine relationships and understand customer needs. How do they do that? With NetSuite’s features, you can craft experiences that keep customers happy and loyal.
Let’s look at some NetSuite tools that elevate the customer experience during the sales process.
- Sales Force Automation. By automating routine tasks like lead management and forecasting, sales teams can focus on building relationships and understanding their customers.
- Real-time Data Access. Sales reps always have access to up-to-date customer information with NetSuite, enabling them to provide personalized service and make informed decisions faster.
- Integrated Marketing and Sales. NetSuite’s integration with marketing tools ensures that sales and marketing efforts are aligned, providing a consistent message and experience across all customer interactions.
NetSuite frees up your team to focus on building relationships. By automating manual lead management and forecasting, providing sales reps with real-time data, and aligning sales and marketing efforts, you provide a cohesive customer experience, reinforcing your brand’s reliability and professionalism.
Achieving High Customer Happiness
Achieving high customer happiness is imperative for long-term business success. If your customers aren’t happy, they don’t come back, and they spread negativity about your brand. No one wants that. NetSuite provides several avenues to achieve customer happiness, and they include:
- Consistent brand communication across all channels. NetSuite helps you maintain a cohesive brand image that is crucial for building trust and loyalty.
- NetSuite collects and analyzes customer feedback, allowing you to make data-driven improvements to customer-focused solutions and services.
- Regular updates and proactive communication keep customers engaged and informed, strengthening relationships.
Let’s dive a little more into feedback loops. When you collect and analyze customer feedback, you have valuable information directly from the mouth (or fingers) of the customer. You can turn those actions into insights.
This shows your customers that you’re listening and responding to their feedback with real improvements. They feel valued and, therefore, more delighted by whatever you offer them.
Actionable Steps for Founders
Let’s break this down into actionable steps founders can take today (or tomorrow) to elevate the customer experience with NetSuite.
#1: Implement a Unified CRM
This means all your customer interactions are tracked and managed through NetSuite CRM, so you always have a real-time, comprehensive view of their journey and can tailor the experience to their needs. The most popular people are the ones who make everyone else feel like they’re the most important person in the world. You can do that with actionable insights from NetSuite.
#2: Automate Routine Processes
Whether you're using NetSuite or not, this is a must for any business. NetSuite makes automation much easier, freeing up your team to focus on more important things and leaving the tedium to the robots. Once you automate some of your processes, you’ll likely see an immediate boost in productivity.
#3: Encourage Independence
Customer expectations have shifted, and many want to handle their own business. Of course, this changes with Enterprise clients, but many people want a self-service option where they never have to talk to a salesperson. Let people manage their accounts, check order statuses, and pay invoices without contacting support.
#4: Align Sales and Marketing
Sales and marketing really are like peanut butter and jelly. They’re better together. You’ll run into a disjointed customer experience if they aren't aligned. You don’t want that. When your messaging is aligned, customers have a more cohesive and positive experience, and your sales and marketing become more effective long-term.
#5: Regularly Review Customer Feedback
NetSuite makes it easy to gather feedback and identify trends and areas for improvement. Show your customers their opinions matter, and you’ll earn their loyalty. Plus, it’ll make your products and offerings better for everyone else.
Key Insights to Elevate the Customer Experience
You can dramatically improve the customer experience by taking some essential steps and understanding how an ERP system like NetSuite creates customer happiness and business growth. Let’s recap how NetSuite helps each function improve customer satisfaction.
- Customer success teams can use NetSuite to see a 360-degree view of the customer at every stage of their journey. They can use data to understand, prevent, and solve issues and cut down wait times with automation and segmentation tools.
- Sales teams always have up-to-date customer information to tailor the sales experience to each customer’s needs and pain points. Automation eliminates tedious work, offers insights to the sales rep to connect better with a customer, and frees up time to build genuine relationships.
- NetSuite allows all functions to gather and pull insights from your customer feedback loops to provide a better experience and allows marketing and sales teams to align on messaging and communications for a cohesive customer experience.
The potential growth and customer happiness are immense with NetSuite, but implementing and managing the system might feel daunting. Lineal CPA can help you navigate the complexities of NetSuite to ensure it’s tailored to your business needs and that everything continues to run smoothly for your company.
