Two Scoops of CRM for Cold Stone Creamery

Ice cream company chooses software that goes beyond traditional CRM to match growth needs

San Mateo, CA — May 12, 2005 — Cold Stone Creamery, a chain of ice cream "concept" stores, said it has sweetened its supply chain with NetSuite CRM+ (customer relationship management). The company has licensed hundreds of NetSuite users to improve communications, automate franchisee awards and marketing programs, and drive online sales as the company continues to redefine the ice cream category.

Cold Stone Creamery said its aim is to deliver "The Ultimate Ice Cream Experience" to its customers. The company boasts a secret recipe for ice cream, which is handcrafted fresh daily in each store and then customized by combining a variety of mix-ins on a frozen granite stone. Cold Stone, headquartered in Scottsdale, Ariz., has more than 1,000 stores across the United States.

As with other growing businesses, Cold Stone said CRM means much more than just managing a forecast or launching a marketing campaign. After evaluating a number of on-demand services to accomplish its objectives, the company chose NetSuite for functionality that goes beyond traditional CRM, such as managing the entire process of evaluating and awarding franchises, selling online as easily as selling in stores, and customization capabilities to capture data unique to the Cold Stone model.

Sally Bell, Cold Stone Creamery's vice president of Special Projects, said, "We need more than just traditional CRM. Cold Stone Creamery needs CRM plus e-commerce, CRM plus partner management and CRM plus customization. We are looking forward to how the NetSuite CRM+ package will help us achieve our goals while continuing to support and benefit our franchisee community."

Zach Nelson, CEO of NetSuite, who admitted that his favorite Cold Stone "creation" is Mudpie Mojo, said, "Cold Stone Creamery is one of the most innovative and fastest growing companies in the world, and we are extremely happy to partner with them. Cold Stone Creamery is changing the way people think of ice cream, and with NetSuite, they will change the way people think about running a business."

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