NetSuite Upgrades CRM Offering

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NetSuite Inc. introduces today an extension to its customer relationship management offering with the debut of a product that combines order, incentive and partner management, project tracking, analytics and Web hosting.

The hosted offering, NetSuite CRM+, was designed by the San Mateo, CA, company to manage customer relationships across the telephone, Web or face-to-face channels. The new product lets NetSuite prospect beyond its traditional small- to midsize business base.

"CRM+ allows us to go upmarket for larger companies, so we have no limits," said Jay O'Connor, vice president of marketing at NetSuite. "Historically we've been focused on small to medium business. Because we can now do the order management, we can also deliver to larger companies."

Cold Stone Creamery, one of the nation's fastest-growing ice cream franchises, is using CRM+ for Web site hosting and analytics. The company sells ice cream cakes via stores and the Internet. Other users include Britain's Opal Telecom for partner management, Trus Joist and Premier Consulting for orders and EBSCO Publishing for quotes and its customer portal.

NetSuite CRM+ costs $129 a month per user to cover order management, partner management, upsell and cross-sell and basic Web hosting capability. Offline access is included. Incentive management, advanced site builder and Web analytics features are available as modules to the original package at $199 a month per user.

The new product is a step above NetSuite CRM. This traditional CRM tool offers prospect management for $79 a month per user.

NetSuite, whose investor ranks include Oracle Corp. CEO Larry Ellison, competes with and Siebel.


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