Enhanced Customer 360 Metrics in NetSuite 2025.2

Starting in NetSuite 2025.2, the Customer 360 feature has been enhanced with new metrics and improved accessibility to customer data. These updates provide administrators and developers with better insight into customer interactions across multiple touchpoints, enhancing decision-making capabilities.

Key Enhancements

Opportunities and Estimates

The Customer 360 metrics for opportunities and estimates have been upgraded to include direct links to relevant workbooks. The key metrics now available are:

Projected Total: Forecast of total deal value.
Weighted Total: Value adjusted by the probability of closing.
Opportunities Won: Count of deals that have been successfully closed.
Estimates Converted: Total estimates that have turned into opportunities.

These links allow users to dive deeper into their data, making it easier to analyze trends and performance.

Orders and Returns

In addition, several metrics related to orders and returns have also received enhancements. These metrics now come with links to their corresponding workbooks, which include:

Orders in the Year: Total number of orders placed within the current year.
Returns in the Year: Total number of returns processed.
In Progress Orders: Orders currently being fulfilled.
Average Order Value: Calculation of the average revenue earned per order.

These improvements facilitate a more comprehensive view of sales and return patterns, ensuring that organizations can track their performance effectively.

Benefits of Enhanced Visibility

With these enhancements, businesses can enjoy various benefits, including:

Informed Decision Making: Easily access detailed reports and data to make strategic decisions.
Improved Customer Insights: Understand customer behavior and preferences through detailed data analysis.
Optimized Sales Strategies: Identify trends in orders and returns to tailor sales approaches and improve customer satisfaction.

Who This Affects

The enhancements to Customer 360 metrics primarily impact the following roles:

Administrators: Responsible for system configuration and data management.
Developers: Integrators and custom solution providers who need detailed metrics for application development.
Accountants: Users needing insights into financial impact from customer order behavior.
Sales Teams: Personnel looking for better insights into opportunities and sales performance.

Key Takeaways

Improved Metrics: New links to workbooks allow for deeper data analysis.
Enhanced Customer Insights: Metrics provide a finer view of customer interactions.
Decision Making: Data-backed insights support strategic business choices.
Broader Impact: Affects various roles from administrators to sales teams, enhancing overall operational efficiency.