The initial implementation was a breeze, according to Kelly. "We signed up Sept. 24 [2007] and went live on Jan. 1," he said.
But some training sessions Kelly attended were less impressive. "If you'd already implemented the product and were using it, they were kind of worthless," he said, but added that the most recent session he went to was significantly better.
NetSuite "definitely needed to do something" regarding its image around support and services, according to China Martens, an analyst with the 451 Group.
"They've been working on improving service over the past two years and it's at a stage where they feel confident about sharing what they've been doing," she said.
It's also necessary for wooing larger customers, Martens added.
In addition, "there's also a sense of getting out a services, support and training story and getting NetSuite partners engaged in it before Microsoft really gets going with Dynamics CRM Online," she said.
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