CRM Core Features
- What built-in capabilities does this solution provide for sales acceleration?
- Does the solution auto-populate records and forms?
- Can it ensure that contact data is accurate?
- How does the solution drive sales productivity? Can it automate the delivery of information about companies and influencers in its dashboards?
- Does the solution come with functionality to automate prospect outreach and lead qualification?
- What capabilities does it include for lead nurturing?
Case Management and Self-Service
- Does the solution deliver a comprehensive customer record to call center agents that includes data from the sales department?
- Does the solution automate call and email routing to support prioritization and reduce wait times?
Other Features and Functionality
Workflow and Automation
- Does the solution automate workflows?
- Does the automation support the entire customer journey, from acquisition to advocacy?
- Does the solution offer automated call logging?
- What skills do we need to customize workflows?
Integration (Applications and Data Sources)
- How does this solution integrate with applications and data sources?
- What integration capabilities are built-in?
Usability / UX
- Is the default user interface consumer-grade?
- What work is involved in customizing an interface?
- How consistent are the desktop and mobile interfaces?
- Does the solution include offline mobile capabilities?
- Will the solution help us to accelerate call preparation time by providing associates with all the customer contact and social network information they need with just a name and an email?
- Will the solution enable us to spend less time on research and maintenance so that we can spend more time getting to know our customers?
Customization and Extension Platform
- How is the platform optimized for extensibility and customization?
Code Base / Source Code Access
- Does the solution provide access to the full source code?
- Is the code base consistent across all modules?
- Is the solution written in a proprietary language?
- What expertise and tools will we need to customize the solution?
- What are the options for hosting the application?
- Can we choose where our data is stored?
- Is there any charge for using local storage or a public cloud?
- Is there a charge if we choose to relocate our data?
Single or Multi-tenant Software
- Do we have control of our own application version?
- Do we schedule our own updates, or does the vendor set the migration schedule?
Security and Compliance
- Can this solution meet our data security and privacy requirements?
- Does this solution enable us to meet our regulatory and compliance requirements?
- Does this solution provide the governance tools we need?
Pricing / Total Cost of Ownership (TCO)
- What are the pricing models and levels?
- Are there any upcharges, additional product charges, server license charges, or maintenance charges?
- What other charges and fees might we incur over the lifetime of this solution?
- Are there charges for usage above preset limits and for storage of files?
- Are there charges for integrating applications and data sources?
- Are there limits on API calls?
- What type of customer support is included with the solution? Do they offer extended, phone-based technical support packages?
- Do they provide a knowledge base, case portal, or other online resources?
- How broad/deep is their ecosystem? Are they part of a wider network of deployment partners?
- Do they offer packaged connectors to critical features?