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NetSuite Stresses Upsell In Online CRM

One feature of a new online CRM app tracks customer behavior on e-commerce sites and lets salespeople see click-by-click behavior of prospects.

InformationWeek Staff

October 15, 2004

1 Min Read

NetSuite on Thursday unveiled the newest edition of its online CRM application that now features tools for upselling customers.

Version 10 of the Web-based NetSuite customer service management system includes Upsell Manager, a new tool that delves into a customer's purchase history and then automatically suggests products and services he or she is likely to buy. Additionally, Upsell Manager can be used to craft e-mail marketing campaigns that pitch those products or services the customer is most likely to spring for.

"The more you know about your customers, the better you are at selling and servicing them," said Zach Nelson, the chief executive officer of NetSuite in a statement. "Knowing what they've bought -- and what other companies like them have bought -- is critical for cross-sell and upsell."

Another new feature, dubbed NetCommerce Analytics, tracks customer behavior on a company's e-commerce Web site, letting salespeople see the click-by-click behavior of a client or prospect. Other tools new to version 10.0 include New in 10.0 are a variety of new exec-style dashboards that provide quick views of such data as search keyword-conversion-to-purchase. 10.0 also can deliver external Web content directly to a user's dashboard via RSS feeds.

Yankee Group analyst Sheryl Kingston liked what she saw in the update. "Companies can capitalize on this actionable customer intelligence to sell more-and the customer actually gets more of what they truly want and need. That's the win-win that CRM should be striving to achieve"

NetSuite 10.0 is available now to all current customers. Upsell Manager is included in the standard price per user, but NetCommerce Analytics costs $199 per month.

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