How to Personalize SMB and Enterprise Outreach in NetSuite

📌Not every customer responds to the same communication style. Small and midsize businesses (SMBs) typically appreciate short, friendly reminders, while enterprise clients expect formal updates with detailed context and internal approvals. Without personalization, your outreach can feel off-brand, or worse, get ignored.

Oracle NetSuite's CRM Template Categories help bridge this gap by allowing you to group templates by customer segment, ensuring your messaging aligns with expectations. Below is a step-by-step plan to set it up, boost engagement, and keep your collections automation sharp.

Steps to Personalize SMB and Enterprise Outreach 

Step 1: Enable CRM Template Categories

1. Open Setup › Company › Enable Features
   
   
2. Scroll to Marketing
   
   
3. Check CRM Template Categories
   
   
4. Click Save

This switch unlocks a simple folder system where you can group templates.

Step 2: Create categories for each segment

1. Go to Documents > Templates > Email Templates > New
   
   
2. Choose Email Template or Campaign Template
   
   
3. Name the category, for example, SMB Collections or Enterprise Follow-Ups
   
   
4. Add a description or restrict user access if needed
   
   
5. Select templates and click Add

Now your library is neat, and collectors can spot the proper template in seconds.

Step 3: Tag customers and assign templates

• Add a custom field or classification on the customer record called Segment with values like SMB and Enterprise
  
  
• When a user sends an email from a transaction or customer record, choose the matching category
  
  
• If you prefer hands-off routing, build a SuiteFlow that checks the Segment field and inserts the right template automatically

Example
A customer marked SMB receives a friendly reminder template when an invoice is fifteen days past its due date. An Enterprise customer gets a formal notice with escalation steps and a payment-plan PDF.

Step 4: Use segment templates in daily work

During invoice reminders, statements, or marketing campaigns:

• Select the template category first
  
  
• Choose the correct template inside that group
  
  
• Edit any details and click Send

Everything from tone to layout now matches the customer’s expectations.

Pro tip: Growfin connects to NetSuite and can trigger those templates automatically based on live payment behaviour and AR status, giving your collections automation an extra layer of intelligence.