the top 5 reasons customers abandon

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The Top 5 ReasonsCustomers Abandon

Salesforce.com

© Copyright NetSuite Inc., All Rights Reserved.

Zach NelsonPresident and CEONetSuite, Inc.


Agenda

NetSuite Overview

The Top 5 Reasons Our Customers Say They Leave salesforce.com

Demonstration

Customer Discussion

Q & A


NetSuite: Better for Us

Courtney Elizabeth AndersonPresident

Douglas SteinVP Development and Technology

Eric WendtPresident

Alan ArvinManaging Partner

Courtney Anderson & Associates, LLC

Demand Solutions Group


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


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


1You Can’t Sell Anything

with Salesforce.com

#


Traditional CRM Focused on Prospects not Customers

+

Lead

Prospect

Qualify

MeetQuote

Order

Service Delivery

Repurchase

Suspect

+

+

+

+ +

+

+

+


Not Even a Customer in Salesforce.com’s UI


Salesforce.com Starts and Ends at the Opportunity

Lead

Opportunity

Missing The Most Important Element of the

Customer Relationship: What they bought!


The CRM Process: Now with Sales!

LeadInventory/ Shipment Visibility

Sales Order

ServiceOpportunity

The Most Important Element of the

Customer Relationship: What they bought!

3


• 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

+

Lead

Prospect

Qualify

MeetQuote

Order

Service Delivery

Repurchase

Suspect

+

+

+

+ +

+

+

+


Multi-channel Selling Demands Seamless Integration

Phone

Online

Offline

Email


Order ManagementDefines True CRM

Forecast Accuracy

Marketing ROI

Upsell/Cross-sell

Incentive Compensation

Support Management

Partner Management


Five Reasons Salesforce.com Users Switch to NetSuite

2Save Money – Lots of Money

#


• 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


• 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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• 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

}



3Eliminate Costly and Time

Consuming Integrations

#


Web Support

ERP

Sales

The Composite Application: 1998


Web Support

ERP

Sales

The Suite Is Now the Standard in Fortune 1000


Warehousing

Accounting

SFA

Support

Web

Small to Medium Enterprise


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


Tightly Coupled Process

IntegratedSuite

CustomerService

Quote

Pick & Pack

Invoice

Sales Order


NetSuite: Your Business On Demand


Web Site

IntranetPublishing

Self- Service

Web Store

Financials

OrderFulfillment

TimeTracking

Inventory

Purchasing

Budgeting

Sales ForceAutomation

Commissions

Marketing

CustomerSupport

Quotes & Orders

NetSuite: An Integrated Suite


NetSuite: An Integrated Suite

• Campaign to Lead

• Lead to Order

• Issue to Resolution

• Order to Delivery

• Contract to Service

• Contract to Renewal



4For Solutions Pre-built to

Solve Industry CRM Challenges

#

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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


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



5To Get A Complete View of

the Customer

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DashboardCustomers!

Quotes & Orders!

Sales-specific KPIs

Industry’s Best Forecasting

Actual Sales


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


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


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)


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


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


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


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


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


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,

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

© Copyright NetSuite Inc., All Rights Reserved.Courtney Anderson& Associates

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


Assemble Connect, Inc

Eric Wendt, President


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


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.


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+


Discussion and Q&A

the top 5 reasons customers abandon

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