Executive Summary

  • This is the Brightwork Research & Analysis software rating series.
  • We rate both the software and estimate the risk of implementing each application.

MUFI Rating & Risk for NetSuite CRM

MUFI: Maintainability, Usability, Functionality, Implement ability

Vendor: NetSuite CRM (Select For Vendor Profile)

Introduction

This application is a perfect example of product growth by a vendor that is not mainly focused on product quality or customer value.

Application Detail

NetSuite CRM is a lagging application that requires a substantial amount of custom programming to work correctly. It also has numerous integration problems, downtime, and issues, and has is below average in buyer satisfaction levels in the CRM software category.

NetSuite sells explicitly its integrated connection from NetSuite CRM to NetSuite OneWorld but then does not integrate the two applications well. NetSuite CRM has developed functionality that is broken and can negatively impact a company’s operations. NetSuite CRM is not only extremely lacking as a product, but NetSuite requires the consulting and support for this problematic CRM product to enable customer success.

CRM is moving rapidly expanding its footprint into marketing, but NetSuite CRM is not good at present, and we estimate that it has a low probability of being good at this in the future. Marketing platform companies are not that expensive, so perhaps NetSuite may acquire one.

The management at NetSuite has a responsibility to introduce software in any category that is usable and enables their customers to work efficiently, and Netsuite CRM is not it. NetSuite CRM is very rarely purchased outside of non-NetSuite OneWorld accounts, for obvious reasons. But NetSuite is not yet a large enough company that it can use its OneWorld product as a wedge to influence other purchases from NetSuite on a sufficient scale. If NetSuite CRM and NetSuite eCommerce are indicators, NetSuite needs to stick to its OneWorld product and try to make that better before growing its footprint.

For companies that have already have NetSuite CRM, they need to look at their software selection approach seriously and who is advising them, because it is impossible that we could see how a company could come out of a serious software selection with NetSuite CRM as the winner.

MUFI Scores

All scores out of a possible 10.

MUFI Scores

Search for the vendor in this table using the search bar in the upper right of the table. Shortening Key: 
  • Ma. = Maintainability
  • Us. = Usability
  • Fu. = Functionality
  • Im. = Implementability
AppMa.Us.Ft.Im.Cat.
Average Score for Big ERP5.14.85.25.4Big ERP
Average Score for CRM6.26.25.15.9CRM
Average Score for Small and Medium ERP8.386.78.5Small and Medium ERP
Average Score for Finance8.88.888.8Finance
Average Score for Demand Planning7.67.277.1Demand Planning
Average Score for Supply Planning6.76.976.8Supply Planning
Average Score for Production Planning6.86.976.9Production Planning
Average Score for BI Heavy5.55.36.95.3BI Heavy
Average Score for PLM77.26.87.3PLM
Average Score for BI Light7.78.798.3BI Light
Arena Solutions Arena PLM10101010PLM
AspenTech AspenOne48107Production Planning
Birst88.5108BI Light
ERPNext10107.510Small and Medium ERP
Delfoi Planner866.57Production Planning
Demand Works Smoothie SP910710Supply Planning
Hamilton Grant RM1098.59PLM
IBM Cognos2.731.53BI Heavy
Infor Epiphany7865CRM
Infor Lawson8767Big ERP
Intuit QuickBooks Enterprise Solutions9959Finance
JDA DM97.588Demand Planning
Microsoft Dynamics CRM2322CRM
NetSuite CRM6433CRM
Netsuite OneWorld7788Big ERP
OpenERP788.587
Oracle BI4436BI Heavy
Oracle CRM On Demand4535CRM
Oracle Demantra533.54.5Demand Planning
Oracle JD Edwards World4136Big ERP
Oracle RightNow6745CRM
PlanetTogether Galaxy APS10101010Production Planning
Preactor8737Production Planning
QlikTech QlikView99109BI Light
Rootstock9899Small and Medium ERP
Sage X38878Big ERP
Salesforce Enterprise88.597.5CRM
SAP APO DP3432Demand Planning
SAP APO PP/DS2243Production Planning
SAP APO SNP3484Supply Planning
SAP BI/BW1.5242BI Heavy
SAP Business Objects32.573BI Heavy
SAP CRM4364CRM
SAP ECC336.53Big ERP
SAP PLM12.523PLM
SAP SmartOps4475.5Supply Planning
SAS BI6.5796BI Heavy
SAS Demand Driven Forecasting7897Demand Planning
Tableau (BI)9101010BI Light
Tableau (Forecasting)10859Demand Planning
Teradata86.39.76BI Heavy
ToolsGroup SO99 (Forecasting)7897Demand Planning
ToolsGroup SO99 (Supply)56107Supply Planning

Vendor and Application Risk

NetSuite CRM is a low-quality product, which will bring significant implementation challenges. Its functionality is insufficient.

Likelihood of Implementation Success

This accounts for both the application and vendor-specific risk. In our formula, the total implementation risk is application + vendor + buyer risk. The buyer specific risk could increase or decrease this overall likelihood and adjust the values that you see below.

Likelihood of Application Implementation Success and Failure

Estimates are for a typical project. A specific implementation requires details from the project to make a project-specific estimate.

Search for the application in this table using the search bar in the upper right of the table.
ApplicationProb of Implementation SuccessProb of Implementation Failure
Actuate0.770.23
SAP Smartops0.390.61
NetSuite CRM0.460.54
Sugar CRM0.620.48
Base CRM0.910.09
SAP CRM0.350.65
Salesforce Enterprise0.720.28
QlikTech QlikView0.820.18
Tableau (BI)0.980.02
SAP Crystal Reports0.460.54
Brist0.830.17
MicroStrategy0.70.3
SAS BI0.760.24
Oracle BI0.350.65
IBM Cognos0.230.77
Infor Epiphany0.580.42
Microsoft Dynamics CRM0.260.74
Oracle RightNow CRM0.410.59
Oracle CRM On Demand0.360.64
Teradata0.760.24
SAP Business Objects0.320.68
SAP BI/BW0.250.75
SAP PLM0.290.71
Hamilton Grant RM0.890.11
Arena Solutions0.960.04
Delfoi Planner0.70.3
Preactor0.640.36
PlanetTogether Galaxy APS0.960.04
AspenTech AspenOne0.550.45
SAP APO PP/DS0.270.73
Demand Works Smoothie SP0.930.07
ToolsGroup SO99 (Supply)0.820.18
Demand Works Smoothie0.960.04
Tableau (Forecasting)0.90.1
SAS Demand Driven Forecasting0.820.18
ToolsGroup SO99 (Forecasting)0.860.14
JDA DM0.570.43
Oracle Demantra0.330.67
SAP APO DP0.280.72
FinancialForce0.920.08
Intacct0.980.02
Intuit QB Enterprise0.80.2
ERPNext0.90.1
OpenERP0.780.22
Rootstock0.910.09
ProcessPro0.930.07
Microsoft Dynamics AX0.40.6
SAP Business One0.490.51
Sage X30.620.38
Infor Lawson0.580.42
Epicor ERP0.40.6
Oracle JD Edwards World0.310.69
Oracle JD Edwards EnterpriseOne0.360.64
SAP ERP ECC/R/30.320.68
NetSuite OneWorld0.650.35

Risk Definition

See this link for more on our categorizations of risk. We also offer a Buyer Specific Risk Estimation as a service for those that want a comprehensive analysis.

Risk Management Approach

Managing the risk of a NetSuite CRM is about lowering expectations. NetSuite CRM is purchased by NetSuite OneWorld buyers primarily. However, there is little in the way of integration between CRM systems and other systems such as ERP systems, so there is little benefit to these NetSuite OneWorld buyers. The approach must be a combination of keeping expectations along with staffing on the heavier side to make up for implement ability and user adoption issues.

Finished With Your Analysis?

To go back to the Software Selection Package page for the CRM software category. Or go to this link to see other analytical products for NetSuite CRM.