Case Study: EBSCO Information Services achieves global expansion and 360° customer visibility with Oracle NetSuite CRM+

EBSCO Publishing Builds International Business on NetSuite CRM+

EBSCO Information Services, a media publishing company in Ipswich, Mass., struggled with proprietary applications and fragmented data that limited growth into new markets. Their previous CRM lacked detailed customer segmentation, geographic insight and consistent collaboration tools, making sales and marketing analysis, team selling and cross‑team issue resolution cumbersome.

Implementing NetSuite CRM+ for hundreds of users unified customer data into a single source, delivered a 360° customer view, standardized sales processes worldwide and added case management and role‑based dashboards for coordinated team selling. The changes automated guided sales (saving thousands of managerial hours), improved lead quality and opportunity pipelines, clarified win/loss reasons, boosted sales performance and supported expansion into corporate, medical, government and international markets.

EBSCO