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CRM Vendor Evaluation Matrix

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CRM Vendor Evaluation Matrix

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  1. CRM Vendor Evaluation Matrix CRM Vendor Evaluation MatrixBusiness Requirements Necessity Vendor 1 Vendor 2 Vendor 3General RequirementsSecure Web Access Must Have 1 1 3Shared Calendars Functionality Must Have 2 1 3Activity Planning & Tracking Must Have 1 3 3Outlook Email Integration Must Have 1 2 1Outlook Calendar Integration Must Have 1 1 1Exchange Server Integration Must Have 1 3 2Microsoft World Integration Must Have 2 1 3Microsoft Excel Import/Export Must Have 1 3 3Accounting System (QuickBooks) Integration Must Have 1 2 1Workflow Automation Must Have 1 1 1Customization of Reports Must Have 1 3 2General Requirements Total (33) 13 21 23Technical RequirementsUser & Group Security Settings Must Have 1 2 3PDA - Online Access Must Have 2 1 3PDA - Offline Access Must Have 3 1 2PDA - Remote Synchronization Must Have 3 1 3Supports Windows 2000 O/S Nice to Have 2 1 3

  2. Supports Microsoft IIS 4.0 Must Have 1 1 3Supports Microsoft SQL 7.0 DB Must Have 1 2 3Customization Capabilities Must Have 2 1 3Integration with other Applications Must Have 3 1 2Supports XML Must Have 3 1 3Technical Requirements Total (30) 21 12 28Contact Management RequirementsAccount History & Tracking Must Have 2 2 2Call/Email History & Tracking Must Have 1 3 3Customizable User Interface Must Have 2 1 2Mail Merge for Letters and Faxes Nice to Have 3 1 2Customizable Objects & Fields Must Have 1 2 3Advanced Search Nice to Have 2 3 3List Building & Management Nice to Have 1 2 3Contact Hierarchy Management Nice to Have 2 3 3Time/Date Stamped Notes Nice to Have 1 2 3Contact Management Requirements Total (27) 15 19 24Customer Service & Support RequirementsCase/Ticket Management Must Have 1 2 3Case Routing & Escalation Must Have 2 2 2Billable Time Tracking Must Have 3 3 1Customer Service Reports Nice to Have 2 1 3 Supports Microsoft IIS 4.0 Must Have 1 1 3Supports Microsoft SQL 7.0 DB Must Have 1 2 3Customization Capabilities Must Have 2 1 3Integration with other Applications Must Have 3 1 2Supports XML Must Have 3 1 3Technical Requirements Total (30) 21 12 28Contact Management RequirementsAccount History & Tracking Must Have 2 2 2Call/Email History & Tracking Must Have 1 3 3Customizable User Interface Must Have 2 1 2Mail Merge for Letters and Faxes Nice to Have 3 1 2Customizable Objects & Fields Must Have 1 2 3Advanced Search Nice to Have 2 3 3List Building & Management Nice to Have 1 2 3Contact Hierarchy Management Nice to Have 2 3 3Time/Date Stamped Notes Nice to Have 1 2 3Contact Management Requirements Total (27) 15 19 24Customer Service & Support RequirementsCase/Ticket Management Must Have 1 2 3Case Routing & Escalation Must Have 2 2 2Billable Time Tracking Must Have 3 3 1Customer Service Reports Nice to Have 2 1 3

  3. Customer Service Dashboard Nice to Have 2 1 3Customer Web Access to Cases Must Have 2 1 3Case Monitoring Tied to SLA Must Have 2 1 3Customer Self-Service Portal Must Have 2 1 3Best Practices Knowledge Base Must Have 2 2 2Customer Service & Support Requirements Total (27) 18 14 23Marketing RequirementsCampaign Management Must Have 1 2 3HTML Email Marketing (large lists) Must Have 2 2 2Customizable Campaign Fields Must Have 3 3 1Compliance with CAN-SPAM Must Have 2 1 3Customer Segementation & Profiling Must Have 2 1 3Customer Survey Tools Must Have 2 1 3Marketing Requirements Total (18) 12 10 15Sales RequirementsSales Process Methodology Must Have 1 2 3Web Lead Capture & Distribution Must Have 2 2 2Territory Management Features Must Have 3 3 1Contact Center Features (auto-dial, recording, IP-PBX integration) Must Have 2 1 3Integration with Prospecting Tools Must Have 2 1 3Lead Management Must Have 2 1 3Opportunity (funnel) Management Must Have 1 2 3 Customer Service Dashboard Nice to Have 2 1 3Customer Web Access to Cases Must Have 2 1 3Case Monitoring Tied to SLA Must Have 2 1 3Customer Self-Service Portal Must Have 2 1 3Best Practices Knowledge Base Must Have 2 2 2Customer Service & Support Requirements Total (27) 18 14 23Marketing RequirementsCampaign Management Must Have 1 2 3HTML Email Marketing (large lists) Must Have 2 2 2Customizable Campaign Fields Must Have 3 3 1Compliance with CAN-SPAM Must Have 2 1 3Customer Segementation & Profiling Must Have 2 1 3Customer Survey Tools Must Have 2 1 3Marketing Requirements Total (18) 12 10 15Sales RequirementsSales Process Methodology Must Have 1 2 3Web Lead Capture & Distribution Must Have 2 2 2Territory Management Features Must Have 3 3 1Contact Center Features (auto-dial, recording, IP-PBX integration) Must Have 2 1 3Integration with Prospecting Tools Must Have 2 1 3Lead Management Must Have 2 1 3Opportunity (funnel) Management Must Have 1 2 3

  4. Sales Reports & Dashboard Must Have 2 2 2Lead Reports & Dashboard Must Have 3 3 1Partner Relationship Management Must Have 3 3 1Customer Lifecycle Task Manager Must Have 3 3 1Sales Requirements Total (33) 24 23 23Total for All Requirements (168) 103 99 136 Sales Reports & Dashboard Must Have 2 2 2Lead Reports & Dashboard Must Have 3 3 1Partner Relationship Management Must Have 3 3 1Customer Lifecycle Task Manager Must Have 3 3 1Sales Requirements Total (33) 24 23 23Total for All Requirements (168) 103 99 136

  5. CRM Vendor Evaluation MatrixBusiness Requirements Vendor 1 Vendor 2 Vendor 3 Vendor Fit PentagonGeneral 39% 64% 70% Vendor 1Technical 70% 40% 93% Vendor 2 General 100% Vendor 3 80%Contact Management 56% 70% 89% 60% 40% Marketing Technical 20%Customer Service & Support 67% 52% 85% 0%Marketing 67% 56% 83% Customer Contact Service & Manageme Support ntSales 73% 70% 70%Vendor Rating (out of 100%) 62% 59% 82% CRM Vendor Evaluation MatrixBusiness Requirements Vendor 1 Vendor 2 Vendor 3 Vendor Fit PentagonGeneral 39% 64% 70% Vendor 1Technical 70% 40% 93% Vendor 2 General 100% Vendor 3 80%Contact Management 56% 70% 89% 60% 40% Marketing Technical 20%Customer Service & Support 67% 52% 85% 0%Marketing 67% 56% 83% Customer Contact Service & Manageme Support ntSales 73% 70% 70%Vendor Rating (out of 100%) 62% 59% 82%

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