CRM System Requirements RFI/RFP Checklist - Corporate Version

For use in preparing system requirements specification, RFI and RFP, plus obtaining and comparing vendor responses

Version v4.01

This sample Checklist may be used for internal company purposes only. Reproducing, publishing or redistributing this sample Checklist is
prohibited. Axia Consulting Ltd gives no warranty (either expressed or implied) in relation to the quality, accuracy, performance and fitness for
purpose of this sample Checklist. Axia Consulting Ltd will not be liable for any loss or damage (whether directly or indirectly suffered), or any
consequential loss arising from the use of this sample Checklist.

Version v4.01 of the 'CRM System Requirements RFI/RFP Checklist' has been superceded.
Learn more about the latest version and download a free sample - click the link below:

http://www.axia-consulting.co.uk/html/crm.html

What’s new in the latest / upgraded version?

As well as bringing the software functional requirements up-to-date, the CRM Software RFI/RFP Template has undergone a major upgrade to
enhance its capability, and make it quicker and easier to use.

The main enhancements include:

An upgraded and enhanced multi-purpose Requirements Template (MS Excel) with sections for requirements specification, vendor responses and
matrices for evaluation, scoring, costs and analysis of vendor responses.

Axia Checklist - CRM System Sample Instructions Page: 1

 A new separate, optional to use, Charts Template (MS Excel) for comparing the response evaluation scores of up to 4 vendor responses. The Charts
Template and Requirements Templates are linked templates.

Separate, easy-to-amend RFI and RFP Templates (MS Word).

Improved CRM System Business Analysis Template (MS Excel), to better understand your current situation / collect more information.

Full instructions and tips for selecting your new CRM software.

Automatically calculated analyses within the Requirements Template include:

• Vendor Response Analysis - analyses how a vendor responds to your requirements - both as a count and as a percentage %.
• Scores Analysis - total and module scores for Average Score, Evaluated Weighted Score (WS), Target WS, Difference WS, Difference WS %.
Identify whether a vendor meets your requirements in total and for each module.
• Cost Comparison - compares vendor purchase and SaaS costs over 3 and 5 years.
• Cost-Score Ratio (also called price-quality ratio or lowest cost quotient) - compares purchase and SaaS options over 3 and 5 years
• Progress tracking of scoring vendor responses by your evaluators - by both completed scorings and outstanding scorings.

Version v4.01 Sample Instructions are below. Click the tabs at the bottom of the screen to access Version v4.01 sample worksheets: Table of
Contents, Marketing, Sales, Customer Support.

INSTRUCTIONS

This Checklist may be used in multiple software system selection tasks, including: system requirements specification, RFI / RFP creation, vendor
response to RFI / RFP, evaluation and scoring of vendor response. Please refer to the appropriate instructions below.

1. Instructions for worksheets

Worksheet 1 (Business Analysis) requires a brainstorming approach to define the problems of your current system and outline your vision of the new
system. The responses in this worksheet form the basis for the subsequent worksheets.

Worksheets 2 - 14 have multiple columns to complete:

Column A (Ref) - functional criteria reference. Leave the reference numbers as they are or amend as required.

Axia Checklist - CRM System Sample Instructions Page: 2

 Column B (Functional Requirements) - review, amend, add to or delete as required, to tailor to your specific requirements.

Column C (Cu) - to note the function is currently used. The default is N(o). Change to Y(es) as appropriate.

Column D (Wt) - for importance weighting of a future requirement. An easy numerical weighting range is listed below, but other wider ranges can be
used. The default is 0 (zero). Change as appropriate.
- 4: a future requirement so vital, that if it is not available within the new software, then the software would automatically be excluded from the
selection process (suggest use sparingly)
- 3: an essential future requirement, without which the business would suffer
- 2: a desirable future requirement which would improve business performance
- 1: a nice (to have) future requirement which may be useful if included
- 0: not required (suggest delete 'not required' criteria to tidy up the requirements specification)

Column E (Sc) - for scoring the vendor response. An easy numerical scoring range is listed below, but other wider ranges can be used. The default
is 0 (zero). Change as appropriate.
- 3: requirement exceeded
- 2: requirement fully met
- 1: requirement partially met
- 0: requirement not met

Column F (WS) - for weighted score. Automatically calculated (Wt x Sc = WS). The results can be used to compare different software / vendor
solutions and how well they meet your requirements.

Column G (Vendor Response) - for software vendors to fill in stating how their software meets your requirements. Information you are likely to need
from a vendor includes:
- the version number which supports the required function
- whether minor modifications (eg screen / layout changes) or major modifications (eg source code, interface routines) are required
- if not available within the current software, whether it will be included within a future release and if so the release number / due date
- whether the required function is available using a 3rd party software or is simply not available

All worksheets are completely flexible. Rows and columns may be resized. Data may be amended. Worksheets may be added or deleted.

All calculated figures are in coloured in orange, to assist easy recognition, however, the colour may be changed as desired. The worksheets use
simple Excel calculations (addition, multiplication etc) to calculate weighted scores, sub totals and totals. No macros are used. Calculations may be
altered as required. After changes have been made to the worksheets, it is recommended that the calculations are checked.

Worksheet 15 is a summary of module / vendor scores and weighted scores.

Axia Checklist - CRM System Sample Instructions Page: 3

 2. Instructions for System Requirements Specification

For optimum results, first complete worksheets 1 (Business Analysis) and 2 (CRM System Overview) to provide your outline system requirements.
Then complete the detailed module worksheets 3 to 14 (omitting any which are not relevant) to provide your detailed CRM system requirements.

Take the opportunity to reconsider your current business processes and where these can, or need to be improved. Consider the technology
improvements you want from a new system. And consult with the present system users to ensure that all the relevant issues are identified.

Note the functions you currently use (in the Cu column) and then assess your future requirements and their importance / weighting (in the Wt column).
Should you have additional requirements, which are not listed, add these in and list their importance. Amend or delete any items as necessary.

Work the way that suits you - either on screen, on paper, or a mix of both.

The Checklist has been designed to print on single sheets of A4 size paper - for ease of printing. To print, select File > Print and choose Active Sheet
(to print individual worksheet) or Entire Workbook (to print all worksheets).

Once all the relevant worksheets and sections have been completed, review and amend as required.

3. Instructions for RFI / RFP creation

Take the completed system requirements specification - either outline (for RFI ie from worksheets 1 and 2) or detail (for RFP ie from worksheets 3 to
14) and add the following as required eg
- covering letter
- your objectives for changing your systems
- organisation background details
- key selection steps and dates
- an outline of how the RFI responses will be evaluated
- how you would like the vendors to respond
- information requested from vendors

4. Instructions for software vendor response to RFI / RFP

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 Vendors to use Column G to respond to your software system requirements.

5. Instructions for evaluating and scoring software vendor response

Evaluate the vendor response for each functional criteria. Input a score (as suggested above) and let the Checklist automatically calculate 'weighted
scores'.

Use scores and weighted scores to compare the results of different software / vendor solutions.

Learn more about the latest version 'CRM Software RFI/RFP Template'
and download a free sample - click the link below:

http://www.axia-consulting.co.uk/html/crm.html

Axia Checklist - CRM System Sample Instructions Page: 5

 Table of Contents SAMPLE v4.01
(* worksheet excluded from this sample)
(** worksheet included within this sample)
Worksheet Section Worksheets / Contents Number of criteria

This worksheet and version v4.01 of the 'CRM System Requirements

RFI/RFP Checklist' have been superceded.

Learn more about the latest version and

download a free sample - click the link below:

http://www.axia-consulting.co.uk/html/crm.html

1 Business Analysis* 105 criteria included within this worksheet

1.1 Business sector

1.2 Location analysis
1.3 Employee analysis
1.4 Number of system users
1.5 Present CRM system
1.6 Future CRM system

2 Overview - CRM System Functions* 240 criteria included within this worksheet

2.1 Common functional requirements

2.2 System wide functions
2.3 Advanced analytics and business intelligence
2.4 Market research
2.5 Marketing
2.6 Sales
2.7 Sales order processing and invoicing
2.8 Customer support
2.9 Field and service management
2.10 Contact centre

Axia Checklist - CRM System Sample Table of Contents Page: 6

 Worksheet Section Worksheets / Contents Number of criteria

2.11 Systems operations

2.12 Technology
2.13 Software system support

Detailed Functionality: System Wide

3 System Wide Functions* 332 criteria included within this worksheet

3.1 System / software quality accreditations

3.2 Internet / intranet
3.3 ESS (employee self service)
3.4 MSS (manager self service)
3.5 Employee portal
3.6 Workflow
3.7 Alerts
3.8 DIP (document image processing)
3.9 Euro / European Monetary Union
3.10 Multi company, currency and lingual capability
3.11 Windows
3.12 Enquiry
3.13 SMS / text messaging
3.14 Reporting
3.15 e-reporting
3.16 e-documentation and forms
3.17 Links to other systems

4 Advanced Analytics and Business Intelligence* 239 criteria included within this worksheet

4.1 Analytical system

4.2 Self-service
4.3 Dashboards
4.4 Analysis
4.5 Scorecards
4.6 Forecasts
4.7 Data warehouse

Axia Checklist - CRM System Sample Table of Contents Page: 7

 Worksheet Section Worksheets / Contents Number of criteria

4.8 Data mining

4.9 Combined business intelligence and analytics
4.10 Integrated links
4.11 Statistics and volumes

Detailed CRM System Functionality

5 Market Research* 109 criteria included within this worksheet

5.1 Market research management

5.2 Market research information
5.3 Questionnaires / surveys
5.4 Web based questionnaires / surveys
5.5 Competitor tracking
5.6 Market research analytics and reports
5.7 Integrated links
5.8 Statistics and volumes

6 Marketing** 287 criteria included within this worksheet

6.1 Campaign management

6.2 Marketing campaign planning
6.3 Campaign list generation
6.4 Personalised campaigns
6.5 Campaign execution
6.6 Best practices
6.7 Campaign project and task management
6.8 Email marketing
6.9 Email marketing process
6.10 E-marketing
6.11 Telemarketing
6.12 Direct mail marketing
6.13 Event marketing
6.14 Trade promotion marketing
6.15 Budget and revenue tracking

Axia Checklist - CRM System Sample Table of Contents Page: 8

 Worksheet Section Worksheets / Contents Number of criteria

6.16 Campaign response tracking

6.17 Marketing analytics
6.18 Campaign analysis
6.19 Customer analysis
6.20 Product and service analysis
6.21 Integrated links
6.22 Statistics and volumes

7 Sales** 501 criteria included within this worksheet

7.1 Sales strategies

7.2 Territory management
7.3 Account configuration
7.4 Contact information
7.5 Updating contact information
7.6 Sales process and contact management automation
7.7 MS Outlook integration
7.8 Prospecting
7.9 Telesales
7.10 CTI (computer telephony integration)
7.11 Opportunity management
7.12 Pipeline management
7.13 Lead management and routing
7.14 Activity management
7.15 Team selling
7.16 Website sales
7.17 Mobile / field sales
7.18 Partner management
7.19 Automated sales alerts
7.20 Forecasting and business planning
7.21 Multimedia reference library
7.22 Content management
7.23 Literature / information requests
7.24 Sales incentives and commissions
7.25 Sales process scripts
7.26 Sales analytics

Axia Checklist - CRM System Sample Table of Contents Page: 9

 Worksheet Section Worksheets / Contents Number of criteria

7.27 Reports
7.28 Integrated links
7.29 Statistics and volumes

8 Sales Order Processing and Invoicing* 469 criteria included within this worksheet

8.1 System set up

8.2 Proposal management
8.3 Quotation management
8.4 Prices
8.5 Cross-selling and up-selling
8.6 Contracts
8.7 Order processing
8.8 Sales daybooks
8.9 Fulfilling orders
8.10 Product configuration
8.11 Delivery
8.12 Invoicing
8.13 Customer portal
8.14 Integration with website / shopping carts
8.15 Customer self service / sales orders
8.16 Sales order data exported to e-commerce website
8.17 Website product catalogue
8.18 Sales order data imported from e-commerce website
8.19 e-commerce payments
8.20 Cash sales and trade counter
8.21 Customer returns / RMA (Return Merchandise Authorisation)
8.22 Sales order documentation
8.23 Analytics and reports
8.24 Integrated links
8.25 Statistics and volumes

9 Customer Support** 196 criteria included within this worksheet

9.1 Account and contact management

9.2 Support management

Axia Checklist - CRM System Sample Table of Contents Page: 10

 Worksheet Section Worksheets / Contents Number of criteria

9.3 Ticket management

9.4 Escalation
9.5 Product returns
9.6 Defect tracking
9.7 Quality and change requests
9.8 Product tracking
9.9 Knowledgebase
9.10 Knowledgebase of common product / defect problems and solutions
9.11 Knowledgebase of common procedural problems and solutions
9.12 Fast search (to assist problem resolution)
9.13 Problem / issue capture via web forms
9.14 Support portal
9.15 Customer support alerts
9.16 Customer support analytics and reports
9.17 Integrated links
9.18 Statistics and volumes

10 Field and Service Management* 207 criteria included within this worksheet

10.1 Mobile field support access

10.2 Warranty management
10.3 Service management
10.4 Service call logging
10.5 Schedule optimisation
10.6 Despatch service requests / engineers
10.7 Problem resolution and solution management
10.8 Call progressing
10.9 Escalation
10.10 Preventative maintenance
10.11 Service parts management
10.12 Mobile parts management
10.13 Returns and parts order
10.14 Repair management
10.15 Shipping and receiving (of parts and repair items)
10.16 Service analytics and reports
10.17 Integrated links

Axia Checklist - CRM System Sample Table of Contents Page: 11

 Worksheet Section Worksheets / Contents Number of criteria

10.18 Statistics and volumes

11 Contact Centre* 117 criteria included within this worksheet

11.1 Multi-channel, multi-role contact centres

11.2 Information management
11.3 Communication
11.4 CTI (computer telephony integration)
11.5 Email response management
11.6 Customer self-service
11.7 Analytics and reports
11.8 Integrated links
11.9 Statistics and volumes

Operations, Technology and Support

12 Systems Operations* 184 criteria included within this worksheet

12.1 System reliability

12.2 Operational efficiency
12.3 System performance
12.4 User productivity assistance
12.5 Data processing and systems control
12.6 Data volumes and quality
12.7 Security
12.8 Backup and recovery

13 Technology Requirements* 250 criteria included within this worksheet

13.1 Application software

13.2 Databases
13.3 Database administration and monitoring tools
13.4 Operating systems - mainframes
13.5 Operating systems - servers
13.6 Operating systems - clients (PC's / Mac's)

Axia Checklist - CRM System Sample Table of Contents Page: 12

 Worksheet Section Worksheets / Contents Number of criteria

13.7 XML
13.8 XBRL (eXtensible Business Reporting Language)
13.9 Operating systems - networks
13.10 Network types
13.11 Network configuration
13.12 Cloud services: SaaS (Software as a Service)
13.13 ASP (Application Service Provider) / Hosted
13.14 Internet access
13.15 Internet hosting
13.16 Hardware platforms - mainframe / mid range / server
13.17 Hardware platforms - workstation / client
13.18 Hardware - wireless / portable devices
13.19 Hardware - other requirements

14 Software / System Support* 119 criteria included within this worksheet

14.1 Sources of support

14.2 Vendor quality accreditations
14.3 Vendor / support organisation expertise and reputation
14.4 Implementation assistance
14.5 Training
14.6 Maintenance and support

Summary Scores

15 Summary of Module / Vendor Scores*

Total of 3355 criteria included within this Checklist

Learn more about the latest 'CRM Software RFI/RFP Template'

and download a free sample - click the link below:

http://www.axia-consulting.co.uk/html/crm.html

Axia Checklist - CRM System Sample Table of Contents Page: 13

 Worksheet Section Worksheets / Contents Number of criteria

Axia Checklist - CRM System Sample Table of Contents Page: 14

6 Marketing SAMPLE v4.01

Ref. Marketing Requirements Cu Wt Sc WS Vendor Response

This worksheet and version v4.01 of the 'CRM System Requirements

RFI/RFP Checklist' have been superceded.

Learn more about the latest version and

download a free sample - click the link below:

http://www.axia-consulting.co.uk/html/crm.html

Summary

6.1 Campaign management 0 0

6.2 Marketing campaign planning 0 0
6.3 Campaign list generation 0 0
6.4 Personalised campaigns 0 0
6.5 Campaign execution 0 0
6.6 Best practices 0 0
6.7 Campaign project and task management 0 0
6.8 Email marketing 0 0
6.9 Email marketing process 0 0
6.10 E-marketing 0 0
6.11 Telemarketing 0 0
6.12 Direct mail marketing 0 0
6.13 Event marketing 0 0
6.14 Trade promotion marketing 0 0
6.15 Budget and revenue tracking 0 0
6.16 Campaign response tracking 0 0
6.17 Marketing analytics 0 0
6.18 Campaign analysis 0 0

Axia Checklist - CRM System Sample 6. Marketing Page: 15

Ref. Marketing Requirements Cu Wt Sc WS Vendor Response

6.19 Customer analysis 0 0

6.20 Product and service analysis 0 0
6.21 Integrated links 0 0
Sub total 0 0

6.22 Statistics and volumes

6.1 Campaign management

6.1.1 Coordinate multiple marketing campaigns N 0 0 0

6.1.2 Single centralised database for all marketing, sales and customer support information N 0 0 0
6.1.3 Coordinated multi-channel marketing programs N 0 0 0
Support multiple sales channels eg telephone, direct mail, internet, email, social media,
6.1.4 direct sales, partner networks N 0 0 0
6.1.5 Integrated workflow and collaboration for campaign approval and execution N 0 0 0
plus 6 more criteria included within this section

6.2 Marketing campaign planning

21 criteria included within this section

6.3 Campaign list generation

7 criteria included within this section

6.4 Personalised campaigns

3 criteria included within this section

6.5 Campaign execution

9 criteria included within this section

6.6 Best practices

20 criteria included within this section

6.7 Campaign project and task management

Axia Checklist - CRM System Sample 6. Marketing Page: 16

Ref. Marketing Requirements Cu Wt Sc WS Vendor Response

8 criteria included within this section

6.8 Email marketing

7 criteria included within this section

6.9 Email marketing process

35 criteria included within this section

6.10 E-marketing
16 criteria included within this section

6.11 Telemarketing
26 criteria included within this section

6.12 Direct mail marketing

13 criteria included within this section

6.13 Event marketing

Plan and support multiple marketing events such as seminars, trade shows,
6.13.1 conferences, product demonstrations N 0 0 0
6.13.2 Manage the whole marketing process for the event eg N 0 0 0
6.13.2.1 - event plans, activities, tasks and budgets N 0 0 0
6.13.2.2 - partnerships and vendors N 0 0 0
6.13.2.3 - venue management N 0 0 0
6.13.2.4 - registration N 0 0 0
6.13.2.5 - configurable, event website for online registration / payment N 0 0 0
6.13.2.6 - onsite management N 0 0 0
6.13.2.7 - automatic distribution of sales opportunities to the appropriate sales channel N 0 0 0
6.13.2.8 - post event analysis of results N 0 0 0
6.13.3 Invitation campaign integrated with Marketing system eg to: N 0 0 0
6.13.3.1 - design, create and undertake targeted invitation campaigns N 0 0 0
6.13.3.2 - provide one-click access to online registration from email invitations N 0 0 0
6.13.3.3 - automatically schedule and send reminder emails N 0 0 0

6.14 Trade promotion marketing

Axia Checklist - CRM System Sample 6. Marketing Page: 17

Ref. Marketing Requirements Cu Wt Sc WS Vendor Response

6.14.1 Facilitate trade promotions N 0 0 0

6.14.2 Support strategic and tactical marketing N 0 0 0
6.14.3 Manage account planning, sales volume planning N 0 0 0
6.14.4 Manage promotion plans to consumers (indirect customers) N 0 0 0
6.14.5 Analyse plans and promotion simulations N 0 0 0
6.14.6 Manage promotional agreements and guidelines N 0 0 0
6.14.7 Manage sales promotion tactics eg features, displays, temporary price reductions N 0 0 0
Support sales activities between manufacturers, resellers / retailers and consumers eg
6.14.8 planning, maintenance, tracking, settlement and evaluation N 0 0 0
6.14.9 Store merchandising management eg store visits, store analysis and comparison N 0 0 0
6.14.10 Field management including surveys N 0 0 0
6.14.11 Trade funds management eg using and monitoring trade funds, trade expenses N 0 0 0

6.14.12 Trade claims management eg claim validation, payments, deductions, contract disputes N 0 0 0

6.15 Budget and revenue tracking

View and update campaign financials eg budget cost, revenue, profit / loss and phase
6.15.1 over a user defined time period N 0 0 0
6.15.2 Manage total campaign budget N 0 0 0
6.15.3 Allocate budget to tasks and / or external suppliers N 0 0 0
6.15.4 Track all components of marketing budget N 0 0 0
6.15.5 Compare actuals with budgets - costs, revenues, profits / losses N 0 0 0
6.15.6 Track forecasts versus actuals, budgets, by task or component within a campaign N 0 0 0
6.15.7 Evaluate potential revenue by campaign or by target group N 0 0 0
6.15.8 View revenue real-time (as sales linked to a campaign are updated) N 0 0 0

6.16 Campaign response tracking

6.16.1 Automatically track campaigns results N 0 0 0

Automatic update of data / campaign metrics real-time eg responses, sales volumes,
6.16.2 revenues, profit / loss N 0 0 0
6.16.3 View campaign details real-time N 0 0 0
Real-time analysis to enable marketing staff to adjust campaigns, whilst campaigns are
6.16.4 ongoing N 0 0 0

Axia Checklist - CRM System Sample 6. Marketing Page: 18

Ref. Marketing Requirements Cu Wt Sc WS Vendor Response

6.16.5 Automatic calculation of response ratio and sales revenue generated by campaign N 0 0 0
6.16.6 Add or edit campaign information or responses N 0 0 0
Automatic summarisation of individual opportunity level data into management
6.16.7 summaries N 0 0 0
6.16.8 Track campaigns and / or responses by lead source N 0 0 0
Track responses as they are added to the CRM system eg as new customers are
6.16.9 added to the database or dates existing customers respond to call-to-action N 0 0 0

6.17 Marketing analytics

23 criteria included within this section

6.18 Campaign analysis

9 criteria included within this section

6.19 Customer analysis

17 criteria included within this section

6.20 Product and service analysis

14 criteria included within this section

6.21 Integrated links, with:

5 criteria included within this section

Sub total 0 0

6.22 Statistics and volumes

10 statistics included within this section

Learn more about the latest 'CRM Software RFI/RFP Template'

and download a free sample - click the link below:

http://www.axia-consulting.co.uk/html/crm.html

Axia Checklist - CRM System Sample 6. Marketing Page: 19

7 Sales SAMPLE v4.01

Ref. Sales Requirements Cu Wt Sc WS Vendor Response

This worksheet and version v4.01 of the 'CRM System Requirements

RFI/RFP Checklist' have been superceded.

Learn more about the latest version and

download a free sample - click the link below:

http://www.axia-consulting.co.uk/html/crm.html

Summary

7.1 Sales strategies 0 0

7.2 Territory management 0 0
7.3 Account configuration 0 0
7.4 Contact information 0 0
7.5 Updating contact information 0 0
7.6 Sales process and contact management automation 0 0
7.7 MS Outlook integration 0 0
7.8 Prospecting 0 0
7.9 Telesales 0 0
7.10 CTI (computer telephony integration) 0 0
7.11 Opportunity management 0 0
7.12 Pipeline management 0 0
7.13 Lead management and routing 0 0
7.14 Activity management 0 0
7.15 Team selling 0 0
7.16 Website sales 0 0
7.17 Mobile / field sales 0 0
7.18 Partner management 0 0

Axia Checklist - CRM System Sample 7. Sales Page: 20

Ref. Sales Requirements Cu Wt Sc WS Vendor Response

7.19 Automated sales alerts 0 0

7.20 Forecasting and business planning 0 0
7.21 Multimedia reference library 0 0
7.22 Content management 0 0
7.23 Literature / information requests 0 0
7.24 Sales incentives and commissions 0 0
7.25 Sales process scripts 0 0
7.26 Sales analytics 0 0
7.27 Reports 0 0
7.28 Integrated links 0 0
Sub total 0 0

7.29 Statistics and volumes

7.1 Sales strategies

5 criteria included within this section

7.2 Territory management

7.2.1 Multiple territory schemes N 0 0 0

7.2.2 Multiple hierarchical levels in a territory N 0 0 0

7.2.3 Define sales territories eg based on size, geography, revenue, product lines, products N 0 0 0
Automatically route opportunities, accounts, contacts and tasks to the right territory,
7.2.4 sales team, individual staff member, partner firm N 0 0 0
plus 6 more criteria included within this section

7.3 Account configuration

13 criteria included within this section

7.4 Contact information

11 criteria included within this section

7.5 Updating contact information

Axia Checklist - CRM System Sample 7. Sales Page: 21

Ref. Sales Requirements Cu Wt Sc WS Vendor Response

7 criteria included within this section

7.6 Sales process and contact management automation

10 criteria included within this section

7.7 MS Outlook integration

34 criteria included within this section

7.8 Prospecting
9 criteria included within this section

7.9 Telesales
18 criteria included within this section

7.10 CTI (computer telephony integration)

5 criteria included within this section

7.11 Opportunity management

7.11.1 Track sales opportunities N 0 0 0

Capture, reference and view sales opportunity information eg opportunity history,
customer communications, key decision makers and their interests, customer
7.11.2 organisation charts, internal customer relationships, milestones, progress tasks N 0 0 0
7.11.3 Configurable filters eg to view specified lists of opportunities N 0 0 0
7.11.4 Search for and group opportunities that match specific criteria N 0 0 0
7.11.5 Combine or separate - multiple opportunities from the same potential customer N 0 0 0
7.11.6 Opportunity name, reference number N 0 0 0
7.11.7 Configurable 'lead qualification' eg good, fair, poor N 0 0 0
7.11.8 Allocate multiple opportunity priorities N 0 0 0
7.11.9 SWOT analysis N 0 0 0
7.11.10 Price simulations N 0 0 0
Configurable 'sales processes' for different sales situations eg with different business
7.11.11 units, different products, different sales channels, simple or complex processes N 0 0 0
7.11.12 Assign opportunity to sales rep or sales team N 0 0 0
Multiple, configurable sales process steps and stages eg unassigned, qualified
7.11.13 suspect, qualified power sponsor N 0 0 0

Axia Checklist - CRM System Sample 7. Sales Page: 22

Ref. Sales Requirements Cu Wt Sc WS Vendor Response

7.11.14 Support a range of sales methodologies N 0 0 0

Multiple dates eg sale process opened, opportunity qualified, proposition developed,
7.11.15 solution presented, estimated close date, days open, actual date sale closed N 0 0 0
7.11.16 Opportunity 'data collection' prompts N 0 0 0
7.11.17 Track dates and sales team reminders N 0 0 0
7.11.18 Track source of each lead, products / services, competitors involved N 0 0 0
7.11.19 Link opportunity to competitors (known to be bidding on the same opportunity) N 0 0 0
7.11.20 Link opportunity to marketing campaign(s) that created lead / opportunity N 0 0 0
7.11.21 Link documents and files with opportunity(ies) N 0 0 0
7.11.22 Track probability of close, status of each opportunity N 0 0 0
7.11.23 Potential sales revenue and profit forecasts N 0 0 0
plus 10 more criteria included within this section

7.12 Pipeline management

7.12.1 View and monitor sales pipeline and opportunities to a close N 0 0 0

7.12.2 Predict probability of a successful close N 0 0 0
7.12.3 Real time update of sales pipeline figures - to enable informed decisions to be made N 0 0 0
Identify the top opportunities and specific actions to manage those opportunities to a
7.12.4 rapid closure N 0 0 0
7.12.5 Measure sales process effectiveness N 0 0 0
7.12.6 Identify sales cycle bottlenecks N 0 0 0

7.13 Lead management and routing

7.13.1 Lead capture eg N 0 0 0

7.13.1.1 - online, from website form, email, enquiries N 0 0 0
- offline, from direct mail, purchased lists and use import wizards to load details into the
7.13.1.2 CRM system N 0 0 0
7.13.1.3 - offline, manually from seminars, trade shows, referrals, cold calls N 0 0 0
7.13.2 Fast access to new sales leads N 0 0 0
Automatically evaluate / qualify / merge new sales leads (to avoid wasting time on poor
7.13.3 quality / duplicated leads) N 0 0 0
7.13.4 Multiple user defined rules for lead evaluation and prioritisation N 0 0 0
Automatically assign new sales leads entering the system to a sales rep, sales team, or
7.13.5 business partner N 0 0 0

Axia Checklist - CRM System Sample 7. Sales Page: 23

Ref. Sales Requirements Cu Wt Sc WS Vendor Response

7.13.6 Email assignment notification N 0 0 0

Automatically update sales leads, responsibilities, territories - when a sales employee
7.13.7 leaves or changes job N 0 0 0
Multiple user defined rules for lead assignment and routing eg based on geography,
7.13.8 territory, employee skills, employee workloads, timing, lead source, product area N 0 0 0
7.13.9 Reply to enquiry with personalised response N 0 0 0
7.13.10 Access third-party information eg financial details N 0 0 0
plus 7 more criteria included within this section

7.14 Activity management

18 criteria included within this section

7.15 Team selling

Support separate sales teams for large opportunities or accounts (in addition to the
7.15.1 default sales teams) N 0 0 0
7.15.2 Designate team roles eg sales rep, account manager, executive N 0 0 0
7.15.3 Designate team member responsibilities N 0 0 0
7.15.4 Link sales team and members to customer / sales transactions N 0 0 0
7.15.5 Assign and re-assign tasks to selected sales team members N 0 0 0
7.15.6 Share information across sales teams N 0 0 0
7.15.7 Configurable sales targets / quotas N 0 0 0
7.15.8 All sales information to be available to all sales team staff, subject to security N 0 0 0
plus 8 more criteria included within this section

7.16 Website sales

38 criteria included within this section

7.17 Mobile / field sales

14 criteria included within this section

7.18 Partner management

63 criteria included within this section

7.19 Automated sales alerts (also refer to section 3.7)

13 criteria included within this section

Axia Checklist - CRM System Sample 7. Sales Page: 24

Ref. Sales Requirements Cu Wt Sc WS Vendor Response

7.20 Forecasting and business planning

20 criteria included within this section

7.21 Multimedia reference library

17 criteria included within this section

7.22 Content management

18 criteria included within this section

7.23 Literature / information requests

7 criteria included within this section

7.24 Sales incentives and commissions

22 criteria included within this section

7.25 Sales process scripts

10 criteria included within this section

7.26 Sales analytics

24 criteria included within this section

7.27 Reports
32 criteria included within this section

7.28 Integrated links, with:

8 criteria included within this section

Sub total 0 0

7.29 Statistics and volumes

25 statistics included within this section

Learn more about the latest 'CRM Software RFI/RFP Template'

Axia Checklist - CRM System Sample 7. Sales Page: 25

Ref. Sales Requirements Cu Wt Sc WS Vendor Response

and download a free sample - click the link below:

http://www.axia-consulting.co.uk/html/crm.html

Axia Checklist - CRM System Sample 7. Sales Page: 26

9 Customer Support SAMPLE v4.01

Ref. Customer Support Requirements Cu Wt Sc WS Vendor Response

This worksheet and version v4.01 of the 'CRM System Requirements

RFI/RFP Checklist' have been superceded.

Learn more about the latest version and

download a free sample - click the link below:

http://www.axia-consulting.co.uk/html/crm.html

Summary

9.1 Account and contact management 0 0

9.2 Support management 0 0
9.3 Ticket management 0 0
9.4 Escalation 0 0
9.5 Product returns 0 0
9.6 Defect tracking 0 0
9.7 Quality and change requests 0 0
9.8 Product tracking 0 0
9.9 Knowledgebase 0 0
9.10 Knowledgebase of common product / defect problems and solutions 0 0
9.11 Knowledgebase of common procedural problems and solutions 0 0
9.12 Fast search (to assist problem resolution) 0 0
9.13 Problem / issue capture via web forms 0 0
9.14 Support portal 0 0
9.15 Customer support alerts 0 0
9.16 Customer support analytics and reports 0 0
9.17 Integrated links 0 0
Sub total 0 0

Axia Checklist - CRM System Sample 9. Customer Support Page: 27

Ref. Customer Support Requirements Cu Wt Sc WS Vendor Response

9.18 Statistics and volumes

9.1 Account and contact management

7 criteria included within this section

9.2 Support management

9.2.1 Strategic and tactical service planning N 0 0 0

9.2.2 Resource / agent planning and management N 0 0 0
9.2.3 Service administration N 0 0 0
9.2.4 Support single and multi tiered service operations N 0 0 0
9.2.5 Manage in-house or external repairs N 0 0 0
9.2.6 Case management including: N 0 0 0
9.2.6.1 - receive customer support requests from multiple channels N 0 0 0
- segment support requests based on user defined criteria eg by product categories,
9.2.6.2 customer type, service level, skills required N 0 0 0
- multiple assignment rules to automatically transfer the issue to the correct support
9.2.6.3 staff N 0 0 0
- multiple automated processes for resolving issues, for different support situations eg
9.2.6.4 with different product lines, or different service level agreements N 0 0 0
9.2.6.5 - create and monitor service / support plans N 0 0 0
9.2.6.6 - schedule tasks and delegate actions to others, to resolve requests / issues N 0 0 0
9.2.6.7 - track the status of customer support requests N 0 0 0
9.2.6.8 - maintain full case history, previous support issues and customer interactions N 0 0 0
9.2.7 Facilitate customer support staff collaborating to resolve issues N 0 0 0
9.2.8 Facilitate global support with: N 0 0 0
9.2.8.1 - multi lingual capabilities N 0 0 0
9.2.8.2 - multiple global support locations / centres N 0 0 0
9.2.8.3 - local and global time zone settings N 0 0 0
Synchronise activities, contacts and calendar information with personal information
9.2.9 managers eg Outlook, PDA N 0 0 0

9.3 Ticket management

Axia Checklist - CRM System Sample 9. Customer Support Page: 28

Ref. Customer Support Requirements Cu Wt Sc WS Vendor Response

9.3.1 Fast ticket creation N 0 0 0

9.3.2 Create tickets with information from customer phone calls, emails, help forms N 0 0 0
9.3.3 Unlimited free format text for problem description / nature of the issue N 0 0 0
9.3.4 User defined problem areas, categories, issues N 0 0 0
9.3.5 Multiple problem statuses eg assigned, in process, closed N 0 0 0
9.3.6 Multiple urgency or priority levels eg high, medium, low N 0 0 0
9.3.7 Flexible queue management N 0 0 0
9.3.8 Automatic system generated ticket id or reference number N 0 0 0
plus 18 more criteria included within this section

9.4 Escalation
4 criteria included within this section

9.5 Product returns

6 criteria included within this section

9.6 Defect tracking

16 criteria included within this section

9.7 Quality and change requests

10 criteria included within this section

9.8 Product tracking

6 criteria included within this section

9.9 Knowledgebase
13 criteria included within this section

9.10 Knowledgebase of common product / defect problems and solutions

9 criteria included within this section

9.11 Knowledgebase of common procedural problems and solutions

6 criteria included within this section

9.12 Fast search (to assist problem resolution)

Axia Checklist - CRM System Sample 9. Customer Support Page: 29

Ref. Customer Support Requirements Cu Wt Sc WS Vendor Response

5 criteria included within this section

9.13 Problem / issue capture via web forms

9.13.1 Full access (for staff) to customer support module anywhere, anytime, 24/7 N 0 0 0
9.13.2 Full customer support functionality available over the intranet / internet eg: N 0 0 0
9.13.2.1 - ticket management, to add new support tickets or update existing tickets N 0 0 0
9.13.2.2 - access knowledgebase N 0 0 0
9.13.2.3 - view defects, returns, problems, issues and solutions N 0 0 0
9.13.3 Facilitate customers submitting comments, queries, forms over the internet N 0 0 0
9.13.4 Configurable, pre-built web forms for customers to use N 0 0 0
9.13.5 Automatically transfer completed form details to customer support module N 0 0 0
9.13.6 Automatically generate ticket id, date / time stamp N 0 0 0
9.13.7 Multiple auto responder reply messages N 0 0 0

9.14 Support portal

7 criteria included within this section

9.15 Customer support alerts (also refer to section 3.7)

8 criteria included within this section

9.16 Customer support analytics and reports

34 criteria included within this section

9.17 Integrated links, with:

9 criteria included within this section

Sub total 0 0
9.18 Statistics and volumes
28 statistics included within this section

Learn more about the latest 'CRM Software RFI/RFP Template'

and download a free sample - click the link below:

Axia Checklist - CRM System Sample 9. Customer Support Page: 30

Ref. Customer Support Requirements Cu Wt Sc WS Vendor Response

http://www.axia-consulting.co.uk/html/crm.html

Axia Checklist - CRM System Sample 9. Customer Support Page: 31