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  Screen pops  Entitlement checking  Outbound dialing  Support of specific phone switch
3.1.2     Email support  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  Email processing
            Automatic acknowledgements on emails
            Routing of incoming emails
            Canned response templates
            Automatic response suggestions
            Automatic responses  Email utilities
            Spell checking
            Supported formats
            Email templates
            Attachments (inbound/outbound)
3.1.3     Customer Portal  Knowledge base
            KB access from portal
            Search capabilities from portal  Authentication and security
            Authentication required?
            Link to existing scheme?
            Signup control (self/manual)
            Authentication scheme
            Flexible permission scheme e.g. for partners  Personalization
            Types of personalization  E-commerce
            Online shopping
            Online order taking
            Integrations required  Order tracking
            Online order tracking
            Integrations required
            Online order modification  Service/support case entry  Online case management
            Online viewing of existing cases
            Management of confidential information
            Adding comments
            Closing cases
            Reopening cases  Customer forums.
            Monitoring requirements
            User moderators?
3.1.4     Wireless support  Supported devices and protocols  Wireless messaging
            Outbound alerts
            Inbound messages  Wireless real-time access
            Essential subset for function
            Customization required  Data synchronization
            Downloads to device
            Upload changes?
3.1.5     Chat support  Integrated chat support or link?  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  Advanced features
            Push pages to customers
            Browser control
3.1.6     VoIP  Inbound/outbound?  Compatibility with standards
3.1.7     Multichannel support  Consistent experience  Universal queuing and logic.
3.1.8     Customer Database  Comprehensive records
            Consumers/corporate customers?
            Multiple corporate contacts
            Special customer relationships e.g. reseller/end-user  Custom fields
            Fields required
            Restrictions on creation, deletion
            Ease of creation/changes  Link between databases
            Customer master
            Synchronization requirements
            Data cleansing.  Customer history
            Records needed
            Synchronization requirements
3.1.9     Employee database  Records needed  Concept of organizational hierarchy  Synchronization requirements  Permissions
3.1.10   Knowledge management            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            Heterogeneous knowledge bases.
            Migrating documents to the kb
            Searching on external documents
            Supported formats
            Attachments support            Knowledge creation workflow
            Custom document statuses
            Permission-based reviews
            Support for review queues
            Review alerts
            Adding review steps            Document maintenance
            Expiration date
            Document categories – how many levels?            History trail            Self-learning features
            Popularity rankings
            User ratings
            Report failed searches
            Flagging errors            Search capabilities
            Tree-based search
            Full text search
            Searching on document attributes
            Natural language queries
            Case-based reasoning
            Refining existing searches            Leveraged searches
            Automatic suggestions
            Linking documents with other objects            Permissions and authorizations
            Group profiles
            Combine group profiles
            Individual profiles
            Permissions on documents or categories?
            Permissions for internal/external users           Subscriptions and alerts
            Send alerts to uses
            Alerts to subgroups of users
            Users subscriptions to documents
            Users subscriptions to categories
3.1.11   Metrics            Data availability
            Required fields
            Reporting against custom fields            Customizable templates
            Key reports
            Graph templates
            Time-based report templates            Report creation tools
            Easy to use tools
            Integration to external report writers            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            Language support
            For data entry
            Sort order            Foreign currency support            Interface localization            Time zones
3.2        Marketing Automation Requirements
3.2.1     Campaign design  Easy to use for a business user?  Support promotion codes  Dynamic campaigns
3.2.2     Customer targeting  Query universe  Permission-based marketing  Automatic opt-in/opt-out
3.2.3     Campaign delivery  Recurring campaigns  Multi-step campaigns  Event-triggered campaigns  Email and phone-based campaigns
3.2.4     Campaign analysis.
3.2.5     Lead distribution
3.3        Sales-Tracking
3.3.1     Opportunity management  End-to-end tracking  Track products  Track milestones  Track competitors  Deal routing
3.3.2     Contact management  Track all interactions  Schedule appointments  Manage to-do items  Supports sales methodology  Collaboration  Presentation creation  Proposal generation  Proposal template  Expense reports
3.3.2     Marketing encyclopedia
3.3.4     Quoting  Quote creation  Approval workflow  Pricing tool  Configurator
3.3.5     Account management
3.3.6.    Forecasting tools
3.3.7     Disconnected usage  Synchronization  Ability to download/upload selected data   Functionality in disconnected mode
3.4        Support-Tracking Requirements
3.4.1     Flexible case attributes  Custom values  Custom fields

3.4.2 Case creation and entitlement Easy/quick case creation Case packs Annual contracts Support multiple entitlement strategies

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

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

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

3.4.6     History trail

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

3.4.8     Field service  Disconnected usage  Wireless usage

3.4.9     Customer satisfaction surveys  Transaction-based  Sampling mechanism  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