NetSuite CRM, owned by Oracle, has an interesting origin story. Founded in 1998 as one of the first cloud software companies, NetSuite was acquired by Oracle in 2016 for $9.3 billion. This acquisition was intended to strengthen Oracle’s presence in the cloud ERP and CRM space. However, despite Oracle’s long-standing reputation as a tech giant, NetSuite CRM struggles to rank among the top CRM platforms. While leaders like Salesforce, Microsoft Dynamics, and Zoho dominate the market with innovation and user-friendly designs, NetSuite CRM lags behind, often criticized for its lack of functionality and outdated features.
Quality
NetSuite CRM falls short of expectations, especially when compared to top-tier systems like Microsoft Dynamics and Salesforce. The platform struggles with basic functionality, reporting, and usability. It simply doesn’t match the performance or polish of its competitors, leading to frustration for users seeking a seamless CRM experience.
Value
NetSuite’s CRM only provides value if paired with its ERP system. When bundled, the CRM module is essentially included in the overall ERP pricing, making it cost-efficient. However, as a standalone CRM solution, it feels subpar and cannot compete with offerings like Dynamics, Zoho, or Salesforce, which offer better features and flexibility for their price.
Price
While NetSuite’s pricing structure may initially seem competitive, it quickly becomes costly due to its rigid contract terms. Licenses often require one-to-three-year commitments, and adding users mid-contract can result in inflated costs. Temporary or short-term licensing options, common with other CRM providers, are unavailable. This inflexibility significantly limits affordability and scalability for businesses with dynamic needs.
Customer Support
NetSuite’s customer support is one of its weakest points. Most support, particularly for development and implementation, is offshored, which can lead to miscommunications and delays. Onshore resources are primarily limited to sales and sales support, which only step in when issues escalate. Unfortunately, those issues are frequent.
Ease of Use
NetSuite CRM’s usability heavily depends on whether you’re already using its ERP system. For standalone users, the platform is unintuitive and lacks the user-friendly interfaces offered by other CRMs. Training and onboarding can be particularly steep for teams unfamiliar with the NetSuite ecosystem.
Durability
The platform feels dated, with functionality and design that lag behind modern CRM standards. Competing platforms have evolved with cutting-edge tools and integration capabilities, leaving NetSuite CRM struggling to keep pace.
Overall Recommendation
NetSuite CRM scores poorly in nearly all our review categories. While it might be a convenient option for businesses already invested in NetSuite’s ERP, it’s difficult to recommend as a standalone solution. If your business is looking for a robust, user-friendly, and cost-effective CRM, we strongly suggest alternatives like Microsoft Dynamics, Salesforce, Zoho, or Monday.com.
Final Six Star Review Rating: (3/6)
