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Below are the full contents of the Corporate Version of the “CRM System Requirements RFI/RFP Checklist”. The numbers in the brackets show the number of criteria for each section. In total, the Corporate Version contains 3359 criteria.
Business analysis - (93 criteria) - business sector, location and employee analysis, number of system users, present CRM system, future CRM system
Overview - (240 criteria) - overview of the key systems functions
System wide functions - (332 criteria) - system / software quality accreditations, internet / intranet, ESS (employee self service), MSS (manager self service), employee portal, workflow, alerts, DIP (document image processing), euro / european monetary union, multi company / currency / lingual capability, windows, enquiry, SMS text messaging, reporting, e-reporting, e-documentation and forms, links to other systems
Advanced analytics and business intelligence - (240 criteria) - analytical system, self-service, dashboards, analysis, scorecards, forecasts, data warehouse, data mining, combined business intelligence and analytics, integrated links, statistics and volumes
Market research - (109 criteria) - market research management, market research information, questionnaires / surveys, web based questionnaires / surveys, competitor tracking, market research analytics and reports, integrated links, statistics and volumes
Marketing - (287 criteria) - campaign management, marketing campaign planning, campaign list generation, personalised campaigns, campaign execution, best practices, campaign project and task management, email marketing, email marketing process, e-marketing, telemarketing, direct mail marketing, event marketing, trade promotion marketing, budget and revenue tracking, campaign response tracking, marketing analytics, campaign analysis, customer analysis, product and service analysis, integrated links, statistics and volumes
Sales - (501 criteria) - sales strategies, territory management, account configuration, contact information, updating contact information, sales process and contact management automation, MS Outlook integration, prospecting, telesales, CTI (computer telephony integration), opportunity management, pipeline management, lead management and routing, activity management, team selling, website sales, mobile / field sales, partner management, automated sales alerts, forecasting and business planning, multimedia reference library, content management, literature / information requests, sales incentives and commissions, sales process scripts, sales analytics and reports, integrated links, statistics and volumes
Sales order processing and Invoicing - (469 criteria) - system set up, proposal management, quotation management, prices, cross-selling and up-selling, contracts, order processing, sales daybooks, fulfilling orders, product configuration, delivery, invoicing, customer portal, integration with website / shopping carts, customer self service / sales orders, sales order data exported to e-commerce website, website product catalogue, sales order data imported from e-commerce website, e-commerce payments, cash sales and trade counter, customer returns / RMA (return merchandise authorisation), sales order documentation, analytics and reports, integrated links, statistics and volumes
Customer support - (195 criteria) - account and contact management, support management, ticket management, escalation, product returns, defect tracking, quality and change requests, product tracking, knowledgebase of common product / defect / procedural problems and solutions, fast search, problem / issue capture via web forms, support portal, customer support alerts, customer support analytics and reports, integrated links, statistics and volumes
Field and service management - (207 criteria) - mobile field support access, warranty management, service management, service call logging, schedule optimisation, despatch service requests / engineers, problem resolution and solution management, call progressing, escalation, preventative maintenance, service parts management, mobile parts management, returns and parts order, repair management, shipping and receiving (of parts and repair items), service analytics and reports, integrated links, statistics and volumes
Contact centre - (117 criteria) - multi-channel, multi-role contact centres, information management, communication, CTI, email response management, customer self-service, analytics and reports, integrated links, statistics and volumes
Systems operations - (184 criteria) - system reliability, operational efficiency, system performance, user productivity assistance, data processing and systems control, data volumes and quality, security, back up and recovery
Technology requirements - (266 criteria) - application software, databases, database administration and monitoring tools, operating systems (mainframes, servers, clients, networks), XML, XBRL, network types and configuration, Cloud services: SaaS (Software as a Service), ASP (Application Service Provider) / Hosted, internet access and hosting, hardware platforms (mainframe, mid range, server, workstation, client), hardware (wireless / portable devices), other hardware requirements
Software / system support - (119 criteria) - sources of support, vendor quality accreditations, vendor / support organisation expertise and reputation, implementation assistance, training, maintenance and support
Summary of module / vendor scores - summary of vendor evaluation scores / weighted scores
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