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Click the links for more information, then visit: Software efficiency for software operational efficiency and ease of use key criterion Software vendor for essential criterion of a good software vendor including - maintenance and support, implementation assistance, user training and vendor / support organisation reputation |
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CRM Software functionality - Good CRM software should: Have high functionality Have the functions included within the software, rather than as add-ons Perform the CRM functions:
- required by your organisation
- the vendor claims the CRM software performs
Provide the following CRM and system-wide functions (depending upon your requirements) Market Research:
- support multiple types of market research information and intelligence
- off-line and web-based questionnaires / surveys
- competitor tracking
Marketing:
- marketing campaign design and planning
- campaign / prospect list generation
- personalised campaigns
- campaign execution and management
- campaign project and task management
- support multiple marketing methods eg email, e-marketing, telemarketing, direct mail, event and trade promotion marketing
- budget and revenue tracking
- real-time campaign response tracking
Sales:
- sales strategy
- territory management
- account configuration
- contact information and contact management automation
- integration with 3rd party contact management systems
- support multiple sales process stages eg prospecting, opportunity management, lead routing, pipeline management, activity management
- telesales and computer telephone integration
- support multiple sales methods eg team selling, website sales, customer portal, mobile / field sales, channel partners
- automated sales alerts
- sales forecasting and business planning
- multi media reference library and literature requests
- design customer solution (personalised proposals, quotations, pricing, order management, product / service configuration, invoicing)
- sales incentives and commissions
- sales process scripts
Customer support:
- account and contact management
- activity management
- customer support ticket management and escalation process
- contract management
- product returns and tracking
- defect tracking
- quality and change requests
- knowledge database of common product / defect problems and resolutions plus common procedural problems and resolutions
- customer support portal, with problem / issue capture via web forms
- customer support / service alerts
Field support
- account, contract and warranty management
- service management
- service call logging
- schedule optimisation and despatch service requests / engineers
- problem resolution and solution management
- fault progressing and escalation processes
- asset management and preventative maintenance
- service parts and mobile parts management
- repair management
Contact centre
- multiple channel / multiple role contact centres
- communication and CTI
- email response management
- customer self-service via internet / portal
System-wide functionality:
- e-crm ie fully web enabled, to operate over the internet / intranet
- employee self service (ESS) / manager self service (MSS)
- employee portal
- workflow enabled
- document image processing (DIP)
- euro compliance
- multi company, country and currency
- support multiple Windows versions
Be a fully 'open system' Be written in a widely used programming language Be fully integrated, or easily / seamlessly integrated with other relevant systems (if stand alone modules) Provide links to other systems eg sales order processing, invoicing, distribution and desktop software Have the scope to grow with the business Be flexible to accommodate changing user or business requirements Support good CRM practice Return to top |
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