Mastering the Art of Success: A Strategic Approach to Service Negotiations

Written by: Ria Rodriguez-Richardson

Service negotiations are not simply talks over terms and conditions—they are strategic talks, a delicate balance of mutual benefit that unfolds between two organizations. This talk was particularly evident in our recent negotiations for "Holistic" Company Tier PREMIUM Service estimate, a process that underscored the dynamic nature of the business landscape and the importance of strategic agility.

At the heart of these negotiations was a singular goal – securing a competitive advantage. We sought to achieve this for Holistic through a substantial discount of 63%, ensuring considerable savings. Nevertheless, the negotiation process was a stark reminder of the ever-changing sales landscape, from shifts in team dynamics to alterations in leadership roles. Navigating this unpredictable field required us to seize the moment and adapt to circumstances, a task demanding acute judgment and strategic foresight.

Holistic's inclusion in the Premium Tier, marked by the number of users and monthly transaction limits, was a testament to their growth and success. Yet, it also posed a complex challenge. Several line items in the estimate prompted questions about the necessity of specific licensing or configuration changes. We found ourselves seeking clarity from Oracle NetSuite on the importance of these items and whether any could be eliminated without jeopardizing service quality.

Similarly, the inclusion of NetSuite general access users and Premium Support in our Tier Service estimate was somewhat puzzling. These inclusions seemed to duplicate existing services, raising questions about the consistency of our approach. Therefore, a clear understanding and validation of these items were critical for maintaining the integrity of our estimates.

Beyond the numbers, we were also concerned with performance – how well does the service perform? We wanted to ensure that, beyond achieving financial efficiency, the quality of service, particularly in terms of speed and performance, met Holistics's expectations. It served as a reminder that at the heart of our negotiations was the aim of excellence – a commitment to delivering value to our clients.

The art of negotiation is a journey filled with nuanced decisions, strategic moves, and a relentless pursuit of the best possible outcomes. Our experience with Holistic's Tier PREMIUM Service estimate demonstrated the complexity and challenges of this process. But more importantly, it reaffirmed our commitment to securing the best for our clients—a commitment that defines our approach to service negotiations.

At Etter+Ramli (E+R), we pledge to run your NetSuite better than you can run NetSuite for yourselves, especially during renewal talks. We understand that not every NetSuite estimate requires an immediate Tier 1 that spells over $100k. Therefore, the involvement of a trusted advisor, free from the bias of large NetSuite commissions, is crucial in any SaaS contract negotiations. With E+R, you can trust us to be that advisor.

Etter+Ramli as the Trusted, Independent Managed Services Provider for NetSuite

Using NetSuite Managed Services could be your growing company's best strategic move. NetSuite Managed Services offers a comprehensive solution, granting companies access to a team of experienced NetSuite administrators and consultants to manage their NetSuite ERP. Typically, this service is more affordable than hiring in-house staff. When you use managed services, your systems are always up-to-date. In the world of IT, systems are consistently upgraded and patched and come with a slew of security protocols. It is a lot to handle, but your teams can handle this when implementing managed services.

The goal is to ensure your NetSuite instance supports your business’ growth.

For over 20 years, Etter+Ramli has helped several companies optimize their NetSuite software solution. With a 95% customer satisfaction rate, Etter+Ramli can provide your company with world-class support, Certified NetSuite experts, and a value-based pricing structure.

Etter+Ramli As Your Extended NetSuite Team

Etter+Ramli is an Independent Managed Success Provider for NetSuite clients. We are NOT partnered with Oracle NetSuite and do not take commissions. We bring our knowledge, expertise, and passion for success to our clients. We help clients Buy, Deploy, Grow, and Abandon NetSuite. We engage as a client-side managed service to ensure our priorities align with our clients.

To explore the benefits of retaining Etter+Ramli as your Managed Success Provider, contact Todd Kimpton or visit the website for a free consultation today. Subscribe to our Newsletter: SuiteWords of Etter+Ramli to stay up-to-date with the latest trends on NetSuite, tips n’ tricks, productivity solutions, and events.