NetSuite Exposed Advantages - Disadvantages

Netsuite Key advantages include:

  • A single and enterprise wide integrated business software system. The suite possesses a respectable balance of application breath and product depth.
  • Flexible digital dashboards. The ERP dashboards are an impressive showpiece.
  • Role-based application navigation and security. NetSuite believes this structure provides a distinguishable difference from other ERP systems. While we generally agree, it is ultimately up to each individual to determine whether this paradigm is an advantage or disadvantage.
  • A native thin-client solution designed for on-demand Internet delivery.
  • Strong market leadership. NetSuite is a marketing powerhouse. The company pumps near $100 million annually in aggressive advertising, marketing and media.
  • Several industry specific or vertical market solutions.
  • The company’s Partner Relationship Management (PRM) module is well designed, thoroughly integrated throughout the application and provides good lead distribution, joint forecasting, commission management and partner performance metrics.
  • While limited to SMB companies, NetSuite’s ecommerce shopping cart is the best integrated solution in the SaaS ERP market. Advanced functionality such as the keyword marketing module, affiliate management, eBay integration, promotional URLs, real-time credit card processing and basic SEO capabilities collectively provide an impressive e-commerce solution.

Netsuite Key disadvantages include:

  • A difficult to use system. The company must improve the product’s intuitiveness or it will lose market share.
  • Troublesome customer support. Moving the customer support operation to Manila is problematic and seemingly unresolved.
  • High customer support costs. Charging additional recurring fees of 22.5%to 37.5% for users who need support via email and phone is significantly higher than other comparable hosted ERP systems.
  • Poor company reputation. NetSuite business partners, users and former users are vocal on social media channels and share their extreme frustrations regarding poor customer support, constant price escalations, system downtime and product instability issues. Notable sites such as ZDNet, BusinessWeek and a host of blogs and social media networks list a plethora of pages of rants directed at NetSuite.
  • High customer turnover. Primarily as a result of the litany of issues previously cited, NetSuite’s customer churn is unacceptably high.
  • Difficult customization tools. NetSuite does provide a suite of complimentary product tools, however, they are limited in function and non-intuitive.
  • Product upgrades are notoriously troublesome. NetSuite uses an unusual and old-fashioned phased upgrade release philosophy which resembles more traditional on-premise software solutions rather than the ‘all-at-once’ model used by most SaaS companies. Due to the difficulties, experienced users wait until a new release has gone through some additional maintenance releases.

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