CRM Requirements Template

Create your own customized checklist by using this as a starting point, deleting what you don’t need and adjusting the weights of each item to match your situation.

All terms used in this checklist are fully explained in Just Enough CRM.

1          Vendor Requirements
1.1        Financial stability
1.2        Referenceable customer base
1.3        Geographical presence: sales and post-sales support
1.4        Business model. ASP/licensed?
1.5        Technical vision
1.6        Business vision
1.7        Customer focus
           
2          Technical Requirements
2.1        Technical platform

2.1.1     Compatible hardware
2.1.2.    Compatible OS
2.1.3     Compatible database
2.1.4     Compatible web server
2.1.5     Thin or thick client

2.2.       Scalability
2.2.1     User load and distribution
2.2.2     3-tier architecture
 
2.3        Availability
2.3.1     High-availability features
2.3.2     Backup and recovery requirements
 
2.4        Integration
2.4.1     Required integrations
2.4.2     Standard API
2.4.3     Fully exposed data model
 
2.5        Development environment
2.5.1     Customization depth required/power of customization tool
2.5.2     Standard script/programming language
2.5.3     Support for migrating customizations to production
           
3          Functional Requirements
3.1        Cross-functional requirements
3.1.1     Phone integration
3.1.1.1  Screen pops
3.1.1.2  Entitlement checking
3.1.1.3  Outbound dialing
3.1.1.4  Support of specific phone switch
3.1.2     Email support
3.1.2.1  Email integration
            Link to corporate email system
            Tag outbound emails
            Bulk outbound emails
            Automatic load of incoming email
            Automatic processing of incoming emails
            Firewall compatibility requirements
3.1.2.2  Email processing
            Automatic acknowledgements on emails
            Routing of incoming emails
            Canned response templates
            Automatic response suggestions
            Automatic responses
3.1.2.3  Email utilities
            Spell checking
            Supported formats
            Email templates
            Attachments (inbound/outbound)
3.1.3     Customer Portal
3.1.3.1  Knowledge base
            KB access from portal
            Search capabilities from portal
3.1.3.2  Authentication and security
            Authentication required?
            Link to existing scheme?
            Signup control (self/manual)
            Authentication scheme
            Flexible permission scheme e.g. for partners
3.1.3.3  Personalization
            Required?
            Types of personalization
3.1.3.4  E-commerce
            Online shopping
            Online order taking
            Integrations required
3.1.3.5  Order tracking
            Online order tracking
            Integrations required
            Online order modification
3.1.3.6  Service/support case entry
3.1.3.7  Online case management
            Online viewing of existing cases
            Management of confidential information
            Adding comments
            Closing cases
            Reopening cases
3.1.3.8  Customer forums.
            Required?
            Monitoring requirements
            User moderators?
3.1.4     Wireless support
3.1.4.1  Supported devices and protocols
3.1.4.2  Wireless messaging
            Outbound alerts
            Inbound messages
3.1.4.3  Wireless real-time access
            Required?
            Essential subset for function
            Customization required
3.1.4.4  Data synchronization
            Downloads to device
            Upload changes?
3.1.5     Chat support
3.1.5.1  Integrated chat support or link?
3.1.5.2  Chat environment
            Response templates
            Control of window size
            Restrict chat access to certain pages
            Chat works on all types of pages
            Firewall compatibility and requirements
            Records of chat communications
3.1.5.3  Advanced features
            Push pages to customers
            Browser control
3.1.6     VoIP
3.1.6.1  Inbound/outbound?
3.1.6.2  Compatibility with standards
3.1.7     Multichannel support
3.1.7.1  Consistent experience
3.1.7.2  Universal queuing and logic.
3.1.8     Customer Database
3.1.8.1  Comprehensive records
            Consumers/corporate customers?
            Multiple corporate contacts
            Special customer relationships e.g. reseller/end-user
3.1.8.2  Custom fields
            Fields required
            Restrictions on creation, deletion
            Ease of creation/changes
3.1.8.3  Link between databases
            Customer master
            Synchronization requirements
            Data cleansing.
3.1.8.4  Customer history
            Records needed
            Synchronization requirements
3.1.9     Employee database
3.1.9.1  Records needed
3.1.9.2  Concept of organizational hierarchy
3.1.9.3  Synchronization requirements
3.1.9.4  Permissions
3.1.10   Knowledge management
3.1.10.1            Document creation.
            Required in tool?
            Easy process
            Migrate CRM objects to documents?
            Spell checking
            Document templates
            Custom document attributes
            Document formats
            New documents available on the spot
3.1.10.2            Heterogeneous knowledge bases.
            Migrating documents to the kb
            Searching on external documents
            Supported formats
            Attachments support
3.1.10.3            Knowledge creation workflow
            Custom document statuses
            Permission-based reviews
            Support for review queues
            Review alerts
            Adding review steps
3.1.10.4            Document maintenance
            Expiration date
            Document categories – how many levels?
3.1.10.5            History trail
3.1.10.6            Self-learning features
            Popularity rankings
            User ratings
            Report failed searches
            Flagging errors
3.1.10.7            Search capabilities
            FAQ
            Tree-based search
            Full text search
            Searching on document attributes
            Natural language queries
            Case-based reasoning
            Refining existing searches
3.1.10.8            Leveraged searches
            Automatic suggestions
            Linking documents with other objects
3.1.10.9            Permissions and authorizations
            Group profiles
            Combine group profiles
            Individual profiles
            Permissions on documents or categories?
            Permissions for internal/external users
3.1.10.10           Subscriptions and alerts
            Send alerts to uses
            Alerts to subgroups of users
            Users subscriptions to documents
            Users subscriptions to categories
3.1.11   Metrics
3.1.11.1            Data availability
            Required fields
            Reporting against custom fields
3.1.11.2            Customizable templates
            Key reports
            Graph templates
            Time-based report templates
3.1.11.3            Report creation tools
            Easy to use tools
            Integration to external report writers
3.1.11.4            Report distribution system
            Self-service subscriptions
            Output formats
            Dump to spreadsheets
            Link to data warehousing system
            Impact of reporting on system
3.1.12   Internationalization
3.1.12.1            Language support
            For data entry
            Sort order
3.1.12.2            Foreign currency support
3.1.12.3            Interface localization
3.1.12.4            Time zones
 
3.2        Marketing Automation Requirements
3.2.1     Campaign design
3.2.1.1  Easy to use for a business user?
3.2.1.2  Support promotion codes
3.2.1.3  Dynamic campaigns
3.2.2     Customer targeting
3.2.2.1  Query universe
3.2.2.2  Permission-based marketing
3.2.2.3  Automatic opt-in/opt-out
3.2.3     Campaign delivery
3.2.3.1  Recurring campaigns
3.2.3.2  Multi-step campaigns
3.2.3.3  Event-triggered campaigns
3.2.3.4  Email and phone-based campaigns
3.2.4     Campaign analysis.
3.2.5     Lead distribution
 
3.3        Sales-Tracking
3.3.1     Opportunity management
3.3.1.1  End-to-end tracking
3.3.1.2  Track products
3.3.1.3  Track milestones
3.3.1.4  Track competitors
3.3.1.5  Deal routing
3.3.2     Contact management
3.3.2.1  Track all interactions
3.3.2.2  Schedule appointments
3.3.2.3  Manage to-do items
3.3.2.4  Supports sales methodology
3.3.2.5  Collaboration
3.3.2.6  Presentation creation
3.3.2.7  Proposal generation
3.3.2.8  Proposal template
3.3.2.9  Expense reports
3.3.2     Marketing encyclopedia
3.3.4     Quoting
3.3.4.1  Quote creation
3.3.4.2  Approval workflow
3.3.4.3  Pricing tool
3.3.4.4  Configurator
3.3.5     Account management
3.3.6.    Forecasting tools
3.3.7     Disconnected usage
3.3.7.1  Synchronization
3.3.7.2  Ability to download/upload selected data
3.3.7.3   Functionality in disconnected mode
 
3.4        Support-Tracking Requirements
3.4.1     Flexible case attributes
3.4.1.1  Custom values
3.4.1.2  Custom fields

3.4.2 Case creation and entitlement
3.4.2.1 Easy/quick case creation
3.4.2.2 Case packs
3.4.2.3 Annual contracts
3.4.2.4 Support multiple entitlement strategies

3.4.3 Routing, rules, and alerts
3.4.3.1 Single-criteria routing
3.4.3.2 Multi-criteria routing
3.4.3.3 Automatic (forced) assignments
3.4.3.4 Alert on screen / e-mail / pager
3.4.3.5 Escalations
3.4.3.6 Easy-to-use rule engine

3.4.4 Workflow support
3.4.4.1 Special case statuses
3.4.4.2 Full workflow support
3.4.4.3  Powerful and flexible workflow engine
3.4.4.4  Business users can modify workflow

3.4.5     Defect and enhancement tracking
3.4.5.1  Functionality in the tool
3.4.5.2  Integration with other systems

3.4.6     History trail

3.4.7     Collaboration and escalation
3.4.7.1  Automatic and user-controlled escalations
3.4.7.2  Asking for collaborators
3.4.7.3  Record collaboration
3.4.7.4  Make collaboration visible to customers

3.4.8     Field service
3.4.8.1  Disconnected usage
3.4.8.2  Wireless usage

3.4.9     Customer satisfaction surveys
3.4.9.1  Transaction-based
3.4.9.2  Sampling mechanism
3.4.9.3  Opt-out

4          Implementation and Maintenance Requirements

4.1        Time
4.1.1     Maximum allowable
4.1.2     Phased implementation
 
4.2        Implementation assistance
4.2.1     Vendor
4.2.2     Third-parties
4.2.3     Certified partners
4.2.4     Waiting period
4.2.5     Training for administrators
4.2.6     Training for programmers
4.2.7     Training for end-users
 
4.3        Maintenance policies
4.3.1     Length of support for old releases
4.3.2     Certifications on new O/S
4.3.3     Certifications on new DB versions
4.3.4     Warranty period
4.4        Support programs
4.4.1     Support hours
4.4.2     SLA
4.4.3     Availability of patches
4.4.4     Technical knowledge base
4.4.5     Ceilings on fee increases
 
4.5        Long-term tool maintenance
4.5.1     Tasks that can be handled by business users
4.5.2     Friendly user interfaces
4.5.3     Customization tools
4.5.4     Easy upgrades

5          Budget

5.1       Initial costs
5.1.1     License
5.1.2     Hardware
5.1.3     Add-on products
 
5.2        Implementation costs

5.2.1.    Integrator
5.2.2     Internal resources
5.2.3     Training
 
5.3        Maintenance costs

5.3.1     Support fees for associated hardware or software
5.3.2     Internal costs
5.3.3     Costs for add-on purchases