The CRM system requirements checklist below lists the top 100 CRM software criteria. It can be used as a starting point for gathering your CRM software requirements when preparing a specification for a new system. For more criteria, however, see the CRM Software RFI/RFP Template, which lists 2660+ criteria and has templates for RFI, RFP, Business Analysis, Requirements and Evaluation. Market Research Market research information and management Questionnaires / surveys Competitor tracking Marketing Campaign management and planning Campaign list generation Personalised campaigns Campaign execution Campaign project and task management Support: email marketing, telemarketing, direct mail marketing, event marketing, trade promotion marketing, loyalty programs Track budgets, revenues and campaign responses Sales Territory management Contact information MS Outlook integration Sales process and contact management automation Prospecting Opportunity and pipeline management Lead management and routing Activity management Support team selling, telesales, web sales, mobile/field sales, partner sales Forecasting and business planning Multimedia reference library / information requests Sales incentives and commissions Sales Order Processing Proposal and quotation management Cross-selling and up-selling Sales contracts Order processing Product configuration, fulfilment and delivery Integration with website, shopping carts, ecommerce payments Cash sales and trade counter Customer returns / RMA (Return Merchandise Authorisation) Invoicing Invoice creation Utility billing Customer Support Account and contact management Support management Case management Ticket management and escalation Product returns Defect tracking Quality and change requests Product tracking Knowledgebase Problem / issue capture Field and Service Management Mobile field support access Warranty management Service management Service call logging Schedule optimisation and despatch service requests / engineers Problem resolution and solution management Call progressing and escalation Preventative maintenance Management of service parts / mobile parts Returns and parts order Repair management Contact Centre Omnichannel, multi-role contact centres Information management Telephone call management Email response management Customer self service Advanced Analytics and Business Intelligence Analytics and dashboards Mobile business intelligence Balanced scorecards Business activity monitoring Predictive analytics Forecasts Decision support Data mining Online analytical processing (OLAP) Data warehouse Common Requirements Across All Modules Workflow Alerts Social Media ESS (employee self service) and MSS (manager self service) Multi company, currency and lingual capability Compliance, legislation, regulation and taxation Enquiry Analytics and reporting Documentation and forms Integration / interface with other systems Systems Operations Screen / system design System performance and efficiency Data processing and systems control Data volumes and quality Security Back up and recovery Technology Requirements Application software, windows, browsers Database, operating system, network Cloud services / SaaS (Software as a Service) Hardware Learn more about the CRM Software RFI/RFP Template - how to quickly and easily gather CRM software requirements, prepare your RFI and RFP, and evaluate and compare vendor responses.

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