NetSuite CRM Customer Reviews 2025 | Customer Relationship Management

What is NetSuite CRM?

NetSuite Customer Relationship Management (CRM) software is the only cloud solution that delivers a real-time 360-degree view of your customer. NetSuite CRM provides a seamless flow of information across the entire customer lifecycle from lead through to opportunity, sales order, fulfillment, renewal, upsell, cross-sell, and support. In addition to traditional CRM capabilities like SFA, customer support and marketing automation, NetSuite CRM delivers quotes, order management, commissions, sales forecasting and integrated Ecommerce capabilities.

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Awards & Recognition

NetSuite CRM won the following awards in the Customer Relationship Management - Midmarket category

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Service Experience
Contract Negotiation
Conflict Resolution

Latest Award, 2025

2024 Data Quadrant Champion

2024

5 Top Rated Capabilities

4 Top Rated Features

2024

Strategy and Innovation
Contract Negotiation
Conflict Resolution

2024

2023 Data Quadrant Champion

2023

11 Top Rated Capabilities

7 Top Rated Features

2023

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Contract Negotiation
Conflict Resolution

2023

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Service Experience
Contract Negotiation
Conflict Resolution

2022

NetSuite CRM Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on NetSuite CRM.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

88 Likeliness to Recommend

Up 1
Since last award

95 Plan to Renew

Down 3
Since last award

84 Satisfaction of Cost Relative to Value

Down 1
Since last award

90

Product Experience

91

Negotiation and Contract

93

Conflict Resolution

87

Strategy & Innovation

89

Service Experience

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Emotional Footprint Overview

Product Experience:: 90%
Negotiation and Contract:: 91%
Conflict Resolution:: 93%
Strategy & Innovation:: 87%
Service Experience:: 89%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+90 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love NetSuite CRM?

0% Negative

9% Neutral

91% Positive

Pros

Respectful
Transparent
Client Friendly Policies
Acts with Integrity

Feature Ratings

Average 83

Collaboration

87

Lead Management

85

Activity and Workflow Management

85

Sales Management

83

Analytics and Reporting

82

Customer Service Management

81

Account and Contact Management

80

Telephony and Call Center Management

79

Mobile

77

Marketing Management

76

Quote Contract and Proposal

72

Vendor Capability Ratings

Average 80

Breadth of Features

84

Business Value Created

84

Ease of IT Administration

82

Ease of Data Integration

81

Usability and Intuitiveness

81

Ease of Customization

81

Product Strategy and Rate of Improvement

80

Ease of Implementation

80

Quality of Features

79

Vendor Support

78

Availability and Quality of Training

73

NetSuite CRM Reviews

Samantha H.

Role: Operations
Industry: Biotechnology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2023

Very easy to use!

Likeliness to Recommend

8 /10

What differentiates NetSuite CRM from other similar products?

It has increased my productivity

What is your favorite aspect of this product?

How easy it is to use

What do you dislike most about this product?

Sometimes I can be hard to find something

What recommendations would you give to someone considering this product?

That they should join Netsuite since it's a one in all program

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Mansurah A.

Role: Sales Marketing
Industry: Banking
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2025

Powerful, Scalable, but Demands Planning

Likeliness to Recommend

10 /10

What differentiates NetSuite CRM from other similar products?

NetSuite CRM stands out because it: Combines CRM and ERP in one platform Offers real-time data sharing across departments Supports global operations (multi-currency, multi-language) Tracks the full customer lifecycle from lead to payment Provides strong customization and automation Integrates with e-commerce tools natively In short: It's ideal for businesses needing a unified system for sales, finance, and operations.

What is your favorite aspect of this product?

My favorite part about NetSuite is its all-in-one platform that unifies CRM and ERP, allowing real-time visibility and seamless data flow across the entire business.

What do you dislike most about this product?

its high cost, complex setup, steep learning curve, and reliance on expert support for customizations.

What recommendations would you give to someone considering this product?

ensure it's a good fit for your business size, budget for expert setup, invest in training, and start with core features before expanding. Proper planning and support are key to success.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Abhishek K.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2024

Powerful CRM for SMBs.

Likeliness to Recommend

8 /10

What differentiates NetSuite CRM from other similar products?

Built-in Email marketing allows us to send to send marketing emails from the application itself, embedded templates are quite satisfactory. New pipelines can be directly created using the previously saved searches. Estimation and reporting can be customized as per the Org needs. Marketing list import feature is quite intuitive & supports various formats.

What is your favorite aspect of this product?

It facilitates sales automation using inbuilt NS workflows. Various innovative features such as ClickToCall & Optimized field recording in forms, are quite helpful & save time.

What do you dislike most about this product?

Various features are present in the package but are underutilized or unutilized, there's a lack of tutorials & even their support team was mostly unware.

What recommendations would you give to someone considering this product?

The setup experts are not usually aware about detailed pipelines & forecasting tools of the product, you'll need to figure out most of it on your own.

Pros

Helps Innovate
Reliable
Respectful
Performance Enhancing

Cons

Slower Product Innovation
Commodity Features
Wastes Time

How We Deliver

NetSuite CRM

What is NetSuite CRM?

Company Details

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Awards & Recognition

2024 Data Quadrant Champion

2023 Data Quadrant Champion

2023 Emotional Footprint Champion

2022 Emotional Footprint Champion

NetSuite CRM Ratings

88 Likeliness to Recommend

Up 1 Since last award

95 Plan to Renew

Down 3 Since last award

84 Satisfaction of Cost Relative to Value

Down 1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+90 Net Emotional Footprint

How much do users love NetSuite CRM?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Collaboration Includes ability to view, share and direct work between co-workers in real or near real-time.

Lead Management Track and optimize prospective customers through lead generation, customer inquiry and capture, filtering, grading distribution, and contact/lead nurturing.

Activity and Workflow Management Text or code-based and visual workflow designers.

Sales Management Lead gen, pipeline management, team & geography-based assignment. Compensation & contract management. Ability to pull customer data from the social cloud.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Management Includes case and ticket management, automatic escalation rules, advanced resolution tools, multi-channel integration, and in-band response capabilities.

Account and Contact Management Customizable records with customer demographic information, account history, and billing information.

Telephony and Call Center Management Computer-telephony integration for bringing call info into the CRM suite. Advanced call recording, scripting, queuing, and Interactive Voice Response (IVR).

Mobile Ability to support multiple devices, OSes and platforms using mobile optimized, HTML-based web access and/or native applications.

Marketing Management Multi-channel campaign management and analytics, budget tracking, click-to-lead capabilities, and social property management, keyword mining, and analytics.

Quote Contract and Proposal Includes web portals, quoting capabilities, order tracking and fulfillment, and rapid deployment templates for e-commerce sites.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

NetSuite CRM Reviews

Samantha H.

Very easy to use!

Likeliness to Recommend

Pros

Mansurah A.

Powerful, Scalable, but Demands Planning

Likeliness to Recommend

Pros

Abhishek K.

Powerful CRM for SMBs.

Likeliness to Recommend

Pros

Cons

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Title

Up 1
Since last award

Down 3
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Feature Ratings

Collaboration

Lead Management

Activity and Workflow Management

Sales Management

Analytics and Reporting

Customer Service Management

Account and Contact Management

Telephony and Call Center Management

Mobile

Marketing Management

Quote Contract and Proposal

Vendor Capability Ratings

Breadth of Features

Business Value Created

Ease of IT Administration

Ease of Data Integration

Usability and Intuitiveness

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Implementation

Quality of Features

Vendor Support

Availability and Quality of Training