Customer Relationship Management (CRM) Enhancements in NetSuite 2025.1
Customer Relationship Management Enhancements in NetSuite 2025.1 improves customer data visibility, partner role management, and case management security. These updates strengthen customer insights, security, and operational efficiency, making it easier for businesses to manage customer relationships, track support cases, and optimize partner collaboration.
This release includes new Customer 360 metrics, updates to partner role permissions, security enhancements in case management, and improved performance tracking for support cases. Below are the most impactful updates in CRM.
Customer 360 Enhancements
- What’s Changing?
- Expanded transaction visibility: The “Recent Transactions” section is now called “Recent Activities” and includes a broader range of transactions, such as:
- Customer Deposits
- Refunds
- Work Orders
- Bills & Payments
- New Sales Performance Metrics:
- “Sales This Year” dashboard now compares current vs. prior year sales.
- Customer Lifetime Value (CLV) now replaces “All-Time Sales” to provide a long-term profitability view.
- Product Recommendations:
- Customers now receive AI-powered product recommendations based on past purchases.
- New pricing details and easy ‘Add to Sales Order’ functionality added.
- Impact & Next Steps:
- Stronger customer insights with improved transaction tracking.
- Increased sales potential through personalized product recommendations.
- Organizations should train sales teams to use new Customer 360 insights for proactive engagement.
Advanced Partner Center Role Permission Updates
- What’s Changing?
- Updated permissions for Advanced Partner Center (APC) users to provide:
- More granular access control over partner data.
- Role-based permissions for accessing CRM reports and dashboards.
- Customized APC roles will automatically inherit new permission updates.
- Impact & Next Steps:
- Stronger security and data control for partner collaborations.
- Easier role customization, reducing administrative overhead.
- Businesses should review and adjust partner permissions to align with new security controls.
Security Enhancements in Case Management
- What’s Changing?
- Stronger security on External Case Response Pages:
- Access is now granted through time-limited links.
- Users opening an expired link will be automatically prompted to generate a new one.
- Customization of link expiration:
- Admins can set expiration between 2 to 8 weeks via Support Preferences.
- Impact & Next Steps:
- Reduces unauthorized access risks to customer support cases.
- Gives businesses more control over case visibility.
- Organizations should update support teams on the new case response process to prevent disruptions.
Changes to Performance Metrics for Support Cases
- What’s Changing?
- Time zone-adjusted timestamps for support cases.
- Reports now align with the company’s configured time zone, ensuring consistency across global teams.
- Custom reports must be recreated to reflect new time zone formatting.
- Impact & Next Steps:
- Eliminates inconsistencies in case response tracking.
- Improves data accuracy for support performance analytics.
- Support managers should review and recreate reports to leverage the new standardized format.
Key Takeaways for CRM Enhancements in NetSuite 2025.1
- Expanded Customer 360 insights provide better transaction tracking and sales performance metrics.
- AI-powered product recommendations enhance upselling opportunities.
- Partner Center Role Updates improve security and access control.
- Case management security updates strengthen customer data protection.
- Time zone-adjusted support case reports ensure consistent and accurate performance tracking.
