Oracle NetSuite CRM is our best pick for growing and midsize businesses that need an integrated CRM solution with enterprise resource planning (ERP) capabilities. This CRM offers sales automation, reporting and forecasting, a CPQ (configure, price, quote) module, partner management, marketing campaigns, and customer success features – all in one hub that is part of the larger NetSuite business ecosystem. To access the CRM, businesses must subscribe to the overall NetSuite platform. That puts a lot of high-grade technology at your fingertips but could present financial and usability concerns.
|Customizations, add-ons and integrations||9.4/10|
|Ease of use||9.1/10|
Aside from offering core CRM features like contact and opportunity management, sales automation, reports, and sales forecasting, Oracle NetSuite CRM also allows you to track your marketing campaigns and customer support interactions all in one place. Unlike other CRMs whose functionality ends there, NetSuite CRM integrates with a broader collection of Oracle NetSuite cloud-based services, including an ERP platform, enabling users to track and manage the entire customer journey – from lead acquisition to deal management to order processing to customer service. This comprehensive collection of technology solutions, native integrations, and accounting and e-commerce features eliminates the need for multiple business platforms, making Oracle NetSuite CRM our top choice for companies looking for a CRM with ERP capabilities.
That said, small businesses that do not need a whole suite of products should consider purchasing a stand-alone CRM solution instead. Consider our review of Zoho CRM, and see all of the top CRM software for more alternatives.
NetSuite CRM was designed as an add-on module for Oracle's flagship ERP system and its collection of smaller software packages. Therefore, the CRM integrates seamlessly with the Oracle NetSuite platform and works smoothly right out of the box, even though the implementation process can be lengthy depending on your business's specific needs.
The in-app navigation is straightforward, with clearly labeled menu components like leads, opportunities, forecasts and reports, making it easy for sales teams unfamiliar with CRMs. The Home dashboard gives a clear overview of pending tasks and meetings, defines key performance indicators (KPIs) and relevant metrics, and provides handy shortcuts to the key components of each section. The recent Records tab and drop-down menu offer an easy way to access the customer records you use most often.
Tip:Use keyboard shortcuts to quickly search or enter data in the CRM. For example, when populating date fields, press "T" to enter tomorrow's date or "M" to set it for the last day of the month.
Since this product is part of a full-service business solution, the need to integrate third-party apps is reduced. However, third-party connectors are available for some services if Oracle NetSuite's existing add-ons don't fit the bill, which is reassuring. Though the CRM is relatively easy to use, Oracle offers fee-based training for teams that want to learn the system's nuances in-depth to get the most out of each feature.
You have a bevy of features to consider when choosing a CRM. As part of the larger Oracle NetSuite platform, NetSuite CRM has all those and more.
Sales management doesn't end once the deal is closed, which is why it's so valuable that Oracle NetSuite CRM works in perfect harmony with the vendor's ERP product, giving businesses an opportunity to follow the entire customer life cycle and manage financial information, process orders, track inventory and optimize supply chains. We especially recommend this CRM for e-commerce businesses that want to have visibility into the complete purchasing process and detailed customer information without the need to integrate external tools.
Did you know? The NetSuite ERP is used in more than 200 countries and supports 27 languages and 190 currencies.
The CRM comes with several sales forecasting tools to give teams the best chance of success in a competitive environment. Calculated forecasts examine customer data to determine close probabilities, weighted amount and projected amount for opportunities and quotes in the pipeline. You can use "mood ring" forecasts for general predictions that aren't tied to a particular quote or opportunity, and compare multiple forecasts to gauge the overall accuracy of predictions.
Tip: You can manually edit your sales forecasts based on the most accurate data and your expertise in the built-in sales rep forecast editor.
A built-in upsell manager analyzes buying patterns and other CRM metrics to suggest upselling opportunities, recommended items or categories of items. The system can also create segmented lists of customers who meet certain criteria, glean potential opportunities from existing customer records and transactions, create task records, and schedule phone calls for teams or individual reps. For another CRM with an upselling function, see our review of Keap CRM.
Oracle NetSuite's incentive program management tools allow you to measure your sales reps' performance in various ways, such as by quotas, quantity sold, total sales, profitability or custom criteria. You can use analytics to forecast commission earnings, split commissions between agents and process payments without leaving the CRM environment.
The vendor's mobile apps for iPhone and Android enable field reps and remote workers to enjoy many of the same productivity and collaboration features as onsite desktop users. Dashboard synchronization provides real-time visibility of contact records, KPIs, scorecards and other vital data to help your agents execute sales strategies. They can check calendar reminders, log calls and send quotes while on the go. Unlike other CRMs we reviewed, the NetSuite CRM mobile app also allows employees to submit timesheets and track receipts so that they can log expenses right when they occur. Users can also access a mobile browser version of the desktop app for additional functionality.
Oracle NetSuite CRM offers extensive partner relationship management features, allowing users to track all partner-related sales and marketing efforts, including joint marketing campaigns, sales forecasting, order processing and partner commissions. To accelerate the sales process, the CRM allows your partners and resellers to place and manage orders themselves in the online Partner Center instead of through your sales staff. We loved this smart timesaver, and we can see how it can Strengthen the partner relationship.
Oracle NetSuite CRM monitors various metrics across sales, marketing and customer support teams, such as call volume, call resolution times, customer buying trends, acquisition costs and subscription renewals. A variety of customizable CRM reports offer insight and analysis on important sales efforts and KPIs like lead-to-close times, lead generation patterns, website visitor activity and customer satisfaction. You can also zoom in on individual, team or territory performance and review predictive versus actual data for sales pipeline stages and quota fulfillment.
FYI: The platform comes with multiple preconfigured roles that correspond to common employee positions, like accounting manager and sales rep. You can also add custom roles with defined permissions.
Along with a CPQ module that's perfect for e-commerce businesses, you can Strengthen the online customer experience with a personalized web portal that provides 24/7 access to a customer's order histories and the ability to check order status and place new orders. Customers can also visit your self-service knowledge management system to resolve issues or open a support ticket. They will then automatically receive confirmation of the service request along with a case number.
Unfortunately, Oracle does not publish pricing information on its website, so you'll need to contact a sales representative for a quote based on your business's size, needs, industry, required add-ons and customizations. If you need ongoing training or support, that will also affect the price.
Our research indicates the monthly base price for the Oracle NetSuite platform is $999, and each user seat is $99 per month. There is also a one-time implementation fee, so all in all, we're talking about a sizable amount of money that may be beyond some business owners' budgets. However, it's still best to contact Oracle for a custom quote for the most accurate pricing.
This lack of transparency is worth noting. Other vendors we evaluated in this category were upfront about their costs and different product tiers, although they don't offer an all-encompassing business platform like Oracle does. For an example of a rival CRM with straightforward pricing, read our review of Freshworks' Freshsales.
Since Oracle NetSuite is not a stand-alone CRM solution, the initial implementation is a heavier lift than it is for other options on the market. The exact steps depend on the overall combination of add-on modules and customizations you purchase with the ERP system. Fortunately, the company offers several checklists and resources to assist with deployment.
Oracle estimates that many companies can complete the setup process in as little as 30 days but acknowledges that more complex implementations can take over a year. That is far longer than it takes to get most CRMs set up and employees onboarded, and it's likely not feasible for a small business. For larger enterprises, however, a robust system like the Oracle NetSuite platform may be worth the time investment.
When we contacted Oracle for information about its CRM, we received immediate assistance, including a general overview of the product and associated services. After getting some basic contact information, we were paired with a sales representative based on our geographical area to ensure we received the best advice and guidance for our location.
Self-service customer support is available online, including subscription-based training with online webinars, on-demand learning courses and hands-on labs. While Oracle's online support library is not as comprehensive as that of competitor Salesforce, it still provides a good amount of information to get you started and resolve basic queries. Check out our detailed Salesforce review to further compare and contrast.
We appreciate that collaboration opportunities with Oracle's Education Success Advisors allow you to develop personalized learning plans or schedule additional training guidance. Optional live training is available for an additional fee for companies that need custom learning resources.
The most significant limitation of Oracle NetSuite CRM is that it's not a stand-alone solution, but rather one component of a larger business system. Regardless of how attractive its features and capabilities are, the CRM is out of reach unless you're willing to buy the vendor's entire suite of business apps. Companies with a flexible enough budget to invest in the NetSuite package should also keep in mind that the larger the deployment is, the more training and ongoing maintenance the system needs, which can put a strain on your staff.
Furthermore, this platform is likely too complex and feature-heavy for small businesses. Oracle is a prominent company in the enterprise software market that has pared down its solutions to meet the needs of smaller companies, but some organizations may find that it is still too expansive to be practical for daily use. All-in-one solutions may seem like an obvious advantage, but they aren't necessarily appealing to businesses of all types and sizes.
Another drawback is that the CRM's email marketing campaigns depend on your sales reps' technical knowledge, as they require HTML editing. Companies that would like to use visual templates or drag-and-drop email builders would benefit from a CRM like Keap, which impressed us with its intuitive, user-friendly tools.
This review is based on extensive research comparing dozens of CRM software solutions, as well as a product review process that included communication with the customer support team, study of the CRM's functionality, and examination of numerous tutorials, webinars and support materials. As part of this review, we took a close look at Oracle NetSuite CRM's features and available functionality, including contact, opportunity and account management; ERP capabilities and financial management; workflow automation; reporting and analytics; customization options; and available integrations. We also factored in pricing information, or the lack thereof in this case.
"CRM" stands for "customer relationship management," and "ERP" stands for "enterprise resource planning." The main difference is that ERP is primarily used for financial management and accounting, while CRM is used to manage the customer sales journey. Some ERP systems, like the Oracle NetSuite product, include CRM functionality.
While there is no publicly available pricing information, our research indicates that Oracle NetSuite CRM comes with a minimum $999 monthly licensing fee, plus a per-user fee that starts at $99 per month. The final price depends on a variety of factors, from your company's size and industry to your number of required add-ons and customizations.
We recommend Oracle NetSuite CRM for …
We don't recommend Oracle NetSuite CRM for …
Lisa McGreevy contributed to the writing and research in this review.
The Department of Veterans Affairs had a significant outage within Cerner’s electronic health records system on Thursday, due to a corrupted patient database that could have caused major harm to VA patients due to the errors.
It is the latest problem to hit the VA’s troubled electronic health records modernization program, which has provoked ire from lawmakers and VA frontline medical staff.
The system went down for approximately three hours, resulting in downtime and delays to VA patients databases in the middle of the day, while the corrupted database was fixed and reprogramed.
“It meant that something is programmed incorrectly. It could mean bad data. In this case, it means they needed to rebuild the indexes (how the different files know where the patient data is in a different file),” said a source with visibility into the shutdown, speaking with FedScoop on the condition of anonymity.
“If this issue wasn’t found and corrected, one patients files could point to a different patients data. There is no way this should happen,” the source added.
VA and Cerner define a system outage as an “unscheduled system event where the entire EHR solution becomes unavailable to users and/or downtime procedures are implemented.”
The VA’s Office of Inspector General earlier this year published a trio of reports that identified major concerns about care coordination, ticketing and medication management associated with the EHR program launch.
The implementation of the VA’s new EHR system on an Oracle-Cerner developed platform to medical centers around the country has been delayed from its original estimates by at least one to two years due to long-identified issues with the program’s reliability and safety that could put veterans in danger.
The system rollout is far behind where it was expected to be at the moment, a top VA executive said during a Senate hearing in July.
The EHR system rollout issues have in some instances, including at the center in Spokane, Washington, caused major harm in which a veteran at risk for suicide did not receive treatment because records disappeared in the computer system.
VA spokesperson Terrence Hayes said: ““VA experienced a system outage of its electronic health Record system on August 4, 2022, which also affected VA, Department of Defense and U.S. Coast Guard sites using the Oracle-Cerner EHR. At 12:07 p.m. EDT, Oracle-Cerner received monitoring alerts indicating an issue with one of its databases. The system was taken offline to execute recovery of the database, during which time the sites switched to standard downtime procedures.
He added: “During downtime of the EHR, medical personnel could still care for patients, but documentation occurred on paper. The system was fully restored for all end-users at 4:23 p.m. EDT, for a total downtime of 4 hours and 16 minutes. No data corruption or data loss occurred.”
Editor’s note: This story was updated to include comment and additional information from the VA.
Recently, Microsoft and Oracle announced the general availability (GA) of Oracle Database Service for Microsoft Azure, a new service that allows Microsoft Azure customers to provision, access, and monitor enterprise-grade Oracle Database services in Oracle Cloud Infrastructure (OCI).
Microsoft and Oracle have partnered since 2019 and first delivered the Oracle Interconnect for Microsoft Azure,, allowing hundreds of organizations to use secure and private interconnections in 11 global regions. Now both companies have extended their partnership with the GA release of Oracle Database Service for Microsoft Azure, which builds upon the core capabilities of the Oracle Interconnect for Azure and enables any customer to integrate workloads more easily on Microsoft Azure with Oracle Database services on OCI.
Through the Azure Portal, customers can deploy Oracle Database running on OCI with the Oracle Database Service. The service automatically configures everything required to link the two cloud environments and federates Azure Active Directory identities, making it easy for Azure customers to use the service. Furthermore, OCI database logs and metrics are integrated with Azure Services such as Azure Application Insights and Azure Log Analytics for simpler management and monitoring Azure Application Insights and Azure Log Analytics.
Jane Zhu, senior vice president, and chief information officer, Corporate Operations, Veritas, said in a Microsoft press release:
Oracle Database Service for Microsoft Azure has simplified the use of a multi-cloud environment for data analytics. We were able to easily ingest large volumes of data hosted by Oracle Exadata Database Service on OCI to Azure Data Factory where we are using Azure Synapse for analysis.
In addition, Holger Mueller, principal analyst and vice president at Constellation Research Inc., told InfoQ:
It is remarkable as customers brought competitors together - and now Oracle is even better integrated into the Azure... practically making Oracle a first-grade citizen in Azure - operating the Oracle DB from an Azure console. This is how multi-cloud should be implemented - so customers win. And they must win......
Furthermore, he said:
Tacitly it is also the admission by Microsoft that the Oracle DB is better than MS SQL Server and by Oracle that Microsoft PowerBI is better than Oracle Analytics - at least for some customers... and Larry J Ellison is right - it is all about giving customers choices.
Lastly, there are no charges for using the Oracle Database Service for Microsoft Azure, the Oracle Interconnect for Microsoft Azure, or data egress or ingress when moving data between OCI and Azure. Customers will pay only for the other Azure or Oracle services they consume, such as Azure Synapse or Oracle Autonomous Database.
Oracle is releasing the next generation of Oracle Fusion Sales, a sales automation application that identifies high-quality sales opportunities and guides sellers to close deals faster, automatically providing sellers with quotes, proposals, and recommended steps.
Part of Oracle Fusion Cloud Customer Experience (CX) and powered by artificial intelligence (AI), Fusion Sales helps increase productivity, close more deals, and instill confidence among buyers, according to the vendor.
"Traditional CRM systems were designed to be a system of record for planning and forecasting versus a tool to help sellers sell more. As a result, sellers spend countless hours on data entry and administration that stunts sales productivity," said Rob Tarkoff, executive vice president and general manager, Oracle Fusion Cloud Customer Experience (CX). "Applying 40 plus years of data and business process expertise, we have done the heavy lifting to engineer the next era of CRM. Oracle Fusion Sales removes the manual steps in the B2B sales process to help sellers close more deals faster and more efficiently."
Oracle Fusion Sales provides sellers with:
For more information about this news, visit www.oracle.com.
OTW spoke with former U.S. Army Logistics Officer, Ethan Lauer, about the logistics of Orthopedic and Spine products and he highlighted two massive problems.
According to Lauer, “The problem that orthopedics has is tons and tons of orders. The same rep has 20 surgeries a month, the distributor has 400, the manufacturer has 3,000…and all at different stages in this process.”
“In the orthopedic industry, when you ship finished goods out of SAP or Oracle, it goes out to the field and for the manufacturer it kind of disappears into a big gray smoke cloud. They don’t know where it is.”
“Manufacturers don’t have any idea of the stuff they have on the field that’s not being used in this place but could be used over in this other place. There’s a tremendous amount of inefficiency. The simplest way to describe it is this industry has billions of dollars of inventory invested and shipped into the field that’s rattling around in the trunks of sales reps and in their garages and in distributor offices and they don’t have any visibility of it anymore.”
Lauer explained, “The vast majority of inventory on these companies’ balance sheets is sitting out in the field and they have no system to track it, no visibility to track it.”
So, Lauer decided to light that up.
A U.S. Army Logistics Officer Tackles Orthopedics and Spine
Automation infrastructure from the 1970s and technology from the 1990s probably don’t make you think of operational efficiencies. However, for Lauer, they capture the essential logistical issues creating inefficiencies and cost in Orthopedics and Spine today.
“What we’re doing today started almost all the way back in 1994 or ‘95”, explained Lauer. “At that time I was an Army officer, I was a logistics officer in the cavalry. That job is all about making sure that bullets and ice and repair parts and medical supplies and other things are in the right place at the right time.”
Lauer continued, “So from a very young age I was kind of programmed in my thinking. In my operations-type thinking, I was programmed around systems. And we had systems in the Army, although they were 1970s automation infrastructure.”
Lauer explained, “So you had a computer that was in one location that you processed some stuff in and then you wrote a floppy disk out of that and you ran it up to the next location, whether that was down the street or 20 miles across the desert. Then you put that into another computer, as did like 20 other people, then all of that information got compiled together and then that got turned into a disk and it got sent somewhere else.”
Lauer added, “On those disks was all the same types of information that is being transferred now in Orthopedics. So, there’s a surgery scheduled somewhere and there’s some equipment that is needed at that surgery. Well, that’s no different than when there’s 20 soldiers in a location and they need to eat dinner tomorrow night, so we need to make sure the right number of MREs [meals ready-to-eat] get there when those guys are ready to eat.”
Learn Orthopedics From the Ground Up
“Roll forward to early 2000 when I got to the Orthopedic industry as a sales rep and you know at the time, and even today, corporate America hired a lot of junior military officers. Corporate America loves these guys and girls because they have all this experience doing things way above their age range.”
Lauer continued, “I got to this job as a sales rep and my boss says take this clipboard and this piece of paper and this pen over to Brackenridge Hospital and write down what Dr. Spann used today.”
Lauer chuckled as he added, “I thought I was getting hazed.”
It didn’t take long before Lauer began to use database tools to try to organize and automate the processes for his sales rep job. While he was there, the distributorship went through significant growth and according to Lauer, “I became a sales manager and an ops manager, so I was managing all of these processes. So, the system that we were developing—even more and more so—matured.”
Building Software for Ortho Sales Reps
A few years later, Lauer stopped selling implants and started a surgical neuromonitoring company where he also utilized his operations experience to solve logistics problems. Lauer told OTW, “I got over to neuromonitoring and I had all the same problems. All those logistics problems—what surgeries are tomorrow, what equipment needs to be there, what supplies got used, who needs to be billed, what person needs to go do this, who’s assigned to this—all the same exact problems except for now I owned the company, and I had the purse strings.”
Lauer continued, “I said I’m going to get some real software guys, not me being just a sorta hacker putting these things together. So, we developed a solution there and it was called NeuroStream, and we started selling that to other neuromonitoring companies. That’s really how I got bitten by the software bug basically.”
In 2010, Lauer began the process of selling his neuromonitoring company and he became reunited with his orthopedic buddies. “When I circled back to my orthopedic buddies, they were all still doing the same thing—handwriting stuff, making lots of phone calls, sending lots of text messages, doing that kind of thing. So, in 2009, we created ImplantBase.”
Building Logistics Systems From the Rep Up, What a Concept!
Lauer’s ImplantBase approach was different than the approach taken by other Orthopedic and Spine companies. Instead of creating a system for manufacturers that sales reps had to use, Lauer decided to create something just for the sales reps.
Lauer explained OTW, “We said let’s build something that’s just a really fast way for a sales rep to create a sales order from their phone and turn that sales order in—because that’s ultimately the main thing that a rep cares about.”
During the first few years, sales reps would pay to use this very straightforward and yet very valuable service. As the rep’s reliance on the system grew, so did their needs. Lauer told OTW, “What happened after that was that other features started to get requested. So now they wanted to manage their inventory in ImplantBase, now they wanted to be able to submit loaner requests, then they wanted to be able to do sales reporting, then they wanted to be able to calculate commissions.”
After a while, manufacturers started paying attention to what ImplantBase was doing. Up until that point, manufacturers had struggled with getting sales reps to adopt their systems.
Lauer explained to OTW, “So manufacturers started coming to us, rolling this out to their sales force and then putting layers of manufacturer functionality on top of that sales rep functionality because that sales order function, it’s just two sides to the same coin.”
“So that’s the backstory. You know that thinking I learned in the Army about how to organize things and how to get things where they need to be on time and on target is what led me to experiencing this problem firsthand and then deciding to do something about it.”
97% Sales Rep Adoption
As of today, according to the company, the ImplantBase platform has a 100% implementation success rate with 50 medical device companies, processing over $5 billion of revenue and a 97% sales rep adoption rate.
Lauer explained how the company views its implementation success, telling OTW, “Our 100% success is every project that we have started, we have finished, and we have got them to go live.”
While implementation success is at 100%, field adoption is a few percentage points lower. That lower rate is because, as Lauer told OTW, “The Orthopedic sales force is largely a distributor-based sales force so they’re 1099s. They’re not direct employees.”
This means that essentially they can choose whether to take on new technology or keep doing what they are doing. For seasoned reps, this may mean that they choose to stick with their Day-Timer as Lauer explained. A Day-Timer, for younger readers, is a personal organizer and planner.
A distinctive feature of ImplantBase is that its implementation is very flexible. That is perhaps one of the key reasons that ImplantBase can boast 100% implementation success. Lauer explained to OTW, “Our system is designed so that customers can phase their implementation. You can do it by when you’re going to your field rollout phase, you can do it by rep, you can do it by region, you can do it by distributor, you can do it by enthusiastic sales manager that wants to get this in place for all their reps and distributors. You can do it in a lot of different ways but still have inventory transaction and visibility continuity as well as revenue continuity.”
Scalability Without Throwing More Bodies at Problems
“There are a number of areas that people find ROI [return on investment] by using the ImplantBase approach, but number one is headcount stabilization within their internal operations.”
Lauer continued, “With ImplantBase, the inventory request gets entered one time from the phone and those people inside customer service go from being data entry people to data analysis people and really customer service people.”
“They don’t have to type in anything, they don’t have to verify lot numbers or do any of that stuff and so the efficiency as they grow is that the company doesn’t have to keep throwing bodies at problems inside customer service, inside field inventory, inside asset management. They don’t have to do any of that because we streamline. It’s the promise of digital transformation. And it’s nothing special about ImplantBase. It is just what digital transformation does for companies.”
Lauer elaborated, “It's not headcount reduction…it’s headcount stabilization. You can grow. We have companies that have grown four to seven times and haven’t added a single person in their field support operations. So that’s really where the ROI is, it’s in people. And in any one of these companies, it’s inventory and people that are their two top expense lines.”
A key component of ImplantBase is its versatility. Lauer described to OTW, “ImplantBase serves all different sizes of orthopedic manufacturers. From very small companies that are just running on QuickBooks or QuickBooks online all the way up to 1,000 plus person implementations in companies that have big, comprehensive Oracle and SAP. We sell the product in a way that is modular, and it’s priced for each different size of customer. So we have SMB pricing, enterprise pricing.”
Lauer added, “ImplantBase is not a static thing. We put out a new version of ImplantBase every two weeks and in those versions are customer requested enhancements. We’re constantly wrapping ImplantBase around the needs of our customers. Both from their individual needs, whether that’s reporting or workflow processes or anything like that, as well as based on industry trends or regulatory changes, things like that.”
Lauer finished, “ImplantBase it’s not a one size fits all. It is a 450 sizes fits 450 people. Our feature set is 99.99% customer driven.”
Amateurs Talk Tactics, Professionals Study Logistics
As former U.S. Army logistics officer Ethan Lauer understands so well, “Amateurs talk about tactics, but professionals study logistics” (General Robert H. Barrow USMC).
And for mission critical jobs like surgery, well, again, we reach back to the great military leaders for guidance: “…in its relationship to strategy, logistics assumes the character of a dynamic force, without which the strategic conception is simply a paper plan.” (Theo Vogelsang, USN)
So, in conclusion, gentlemen and women of the Orthopedics and Spine Industry: may the (logistics) force be with you.
To reach former U.S. Army Logistics officer Ethan Lauer, please contact his company ImplantBase at: https://us.implantbase.com/company/contact-us.