2006 Entellium Corporation. All rights reserved.

No portion of this document may be copied or distributed

without written consent from Entellium Corporation.








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CRM Evaluation Guide






Introduction

Laluating and selecting a (RM solution among so manv endors is a challenge. 1here are manv
wavs to make a bad decision and onlv a ew wavs to make a good one. 1o help simpliv this process.
we`e created this (RM Laluation Guide which includes a comprehensie methodologv and
detailed (RM checklist. designed to help prioritize vour business driers and ealuate endor
capabilities.


CRM Evaluation Guide Contents

Decision Methodologv

(RM (hecklist











I`e ealuated the top 5 (RM svstems.
and Lntellium is bv ar the easiest to use
with no sacriice on eatures.`

Mlchele bevell, CRM bepleyment Censultant

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Decision Methodology



A simple 6-step methodology to deliver speed and savings into your
buying cycle. We do this by helping you better articulate & document your
needs, assist you to prioritize, and get to this point in the quickest possible
time with the least amount of effort.

Step J: Determine Requirements and share them with potential endors
a, Lstablish vour business objecties
b, (rvstallize vour unctional needs
c, Detail vour technical requirements integration with other platorms. etc..,
d, Determine which endors hae a good it with vour requirements

Step 2: Lxpect the endor to proe thev can reallv meet vour requirements bv:
a, Demonstrating capabilities that meet vour base needs
b, Lxplaining how business objecties will be met or exceeded
c, Painting the extended ision o a successul (RM initiatie
d, Describing how technical requirements will be satisied
e, Lxplaining how their deplovment process is pain ree and aoids risk
, Describing their support and training. and anv additional costs associated with them
g, Describing their alue proposition and ROI

Step 3: linalize other considerations to get a complete understanding o:
a, low their companv`s reenue is deried or example. proessional serice ees.
license ees. hosting ees. etc.,
b, 1otal cost o ownership oer a 3 to 5 vear period
c, Vendor`s product strategv and uture target market to determine how it lines up
with vour business oer the next 3 vears use objectie sources,
d, \hat vour long-term commitments to endor on serices will be
e, Serice leel standards or downtime. support. and data securitv

Step 4: Lxpect a endor presentation o the inal solution to vour ull buving team senior
management. etc..,
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Step 5: Agree to deplovment schedule and resources required internallv to ullv implement vour
svstem

Step 6: Deplov vour chosen solution

Bv ollowing this methodologv vou mav be able to take weeks i not months o vour buving cvcle
and see the real returns o vour chosen svstem sooner.



CRM Checklist


Introduction

1here is base-line unctionalitv that all (RM endors will likelv meet. 1his tool is designed to assist
the buver in determining how to approach the process o ealuating and dierentiating (RM
endors in order to select the most eectie solution.

Determine the importance o each eature or vour solution. 1his will enable Lntellium. or anv other
endor. to show vou how the proposed svstem matches and ulills vour requirements.

Checklist Table of Contents

A, Solution Depth & Deplovment Options
Breadth o the application & deplovment options

B, User Interace
Lase o usabilitv and related innoation around the interace

(, Actiitv Management
\ork can be thought o as a series o actiities. some repetitie or pre-determined.
some being ad hoc. (RM is no dierent so the strategic approach to Actiitv
Management is itallv important or eicient and consistent results

D, Marketing (apabilities
low the svstem handles sophisticated marketing unctions across all the data

L, (ustomer and (ontact Management
\orking with companies and indiiduals as the basis o (RM

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l, Lead Management
Leads and opportunities are tvpicallv dealt with in discreetlv dierent wavs bv a sales
& marketing organization. Ouestions on how powerullv and comprehensielv the
svstem deals with leads

G, Sales Process and Opportunitv Management
Sales Processes. deeloping opportunities through the process. and how the svstem
deals with the diersitv o process necessarv or most companies

l, 1racking Reenue and lorecasting
Managing sales is about actiities but also about the results. low do vou wish to
deal with lorecasting and reenue determination. throughout the cvcle

I, (ustomer (are
(heck unctionalitv or help desk. (ustomer (are and complex incident resolution
processes

J, Business Intelligence and Reporting
low will vou be able to retriee. analvze and een predict with the data in vour
svstem

K, Document Management & (ollaboration
Lxtending the alue o the svstem to share data and collaborate on opportunities.
incidents and document creation

L, Setup and (ustomization
1o what extent will vou wish to tailor the svstem to meet vour data. look & eel and
process requirements low will vou manage the svstem once it is vours

M, Support and lelp
Determine the support leels and assistance will vou want or need once vou deplov
vour new (RM solution



















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Solution Depth &
Deployment Options


Notes

Priority
Does the product hae integrated Sales.
Serice and Marketing automation modules
Seamless integration o all capabilities
rom a single endor reduces risk and
increases user amiliaritv and adoption.
. Must lae
. Nice to lae
. Not Important
(an each component i.e. the sales. serice and
marketing modules be deploved separatelv to
each user that needs them. so users don't pav
or what thev won't use
1his is important to lower the total cost
o ownership and to reduce training
needs. so people onlv see and use what
thev need.
. Must lae
. Nice to lae
. Not Important
Does the product hae a "lite" ersion that is
less expensie and can be used bv managers
or administrators who don't need all the
eatures o the core products
1his is erv important to lower the total
cost o ownership and increase user
adoption bv haing a ersion that meets
the needs o each tvpe o user.
. Must lae
. Nice to lae
. Not Important
Does the product include sel serice portals
or customers and partners
1his is the abilitv or customers and
partners to log into a priate extranet
that seres up content and data speciic
to the relationship. 1his is a crucial
eature or deliering sel help and
reducing support costs.
. Must lae
. Nice to lae
. Not Important
(an the product be deploved as an on-
premise application like traditional (RM
tools,
1his is an import choice in the eent
corporate policv towards hosting or
other corporate considerations dictate a
need to bring business applications in
house.
. Must lae
. Nice to lae
. Not Important
Does the product hae desktop organizer
integration
1his should be conigurable and bi-
directional.
. Must lae
. Nice to lae
. Not Important
Does the product hae an o-line client or
disconnected use
Abilitv to update downloaded sales
inormation and svnchronize this with
the (RM application when back online.
. Must lae
. Nice to lae
. Not Important
Does the product hae a customizable mobile
client that runs on all the ollowing deices:
cell phones | PDAs | Smart Phones
1his should be customizable and include
custom ields rom the main desktop
(RM application.
. Must lae
. Nice to lae
. Not Important
Abilitv to update sales opportunitv
inormation rom a phone using oice
recognition.
1his is a powerul usabilitv eature that
saes sales people a tremendous amount
o time. \hen thev are on their phone
thev can call into the application and use
their oice to update their sales records.
. Must lae
. Nice to lae
. Not Important








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User Interface


Notes

Priority
Abilitv to edit records as soon as thev are
opened using what is called "in-line" editing.
1here should be no need or the user to click
an "Ldit" button and be taken to a dierent
screen with potentiallv dierent inormation
being displaved on this screen. User should be
able to edit all inormation. add tasks. and
complete other unctions like reassignments in
one pass rom one screen.
1his is an important time saer or users:
as soon as thev hae ound a record thev
can start updating immediatelv. Manv
(RM applications require the user to
click the "Ldit" button which then takes
them o the screen thev are looking at
requiring another page load, beore thev
can update it. Ouite oten the Ldit
screen is dierent rom the original
screen thev were iewing. and tvpicallv it
doesn't contain the same inormation.
. Must lae
. Nice to lae
. Not Important
Abilitv to build lists o records on the lv and
then page through the records one at a time
or reiew and updating.
1his saes users a tremendous amount
o time. 1he traditional user interace
requires the user to search. open. edit.
sae. close. search. open. edit. sae.
close. 1his approach means the user to
can search and the just hit "next". "next"
to page through their records.
. Must lae
. Nice to lae
. Not Important
Dashboard tvpe presentation o all New and
Updated (RM data like new contacts.
companies. leads. opportunities and customer
serice incidents. Items should be organized
to show new items based on dierent periods.
User should be able to click on the number o
items to drill down and start working on the
new or updated items.
1here is no more conenient wav to
access the latest (RM data than ia a
drill down dashboard. 1his is dierent
to a list o 'recent' items which lists just
the things the user has opened or
modiied. A "\hat's New" dashboard is
a real-time update o the latest
inormation with single click access.
. Must lae
. Nice to lae
. Not Important
1he user interace should proide a isual
record o what screens the user clicked on
beore arriing at their current screen. 1his
eature is oten called "breadcrumbs".
1his is a must user interace eature that
proides users the easiest possible wav to
naigate around an application and jump
rom screen to screen without loosing
track o where thev are or where thev
hae been.
. Must lae
. Nice to lae
. Not Important
One click access to common tasks rom an
easilv accessible and context sensitie menu
throughout the application.
1his is an ease o use eature that
reduces training times. helps users to
remember where to be to get things
done and increases their productiitv.
. Must lae
. Nice to lae
. Not Important
Abilitv to Print. Lmail and Lxport to Lxcel
commonlv accessed screens like sales check-
lists. opportunitv analvsis. actiitv lists etc.
(onenient distribution and export o
inormation makes it easier or users to
interact with each other and to work
oline when conenient.
. Must lae
. Nice to lae
. Not Important
(ontextual naigation menus that predict the
actions an emplovee is likelv to take next.
Increase user adoption bv reducing the
amount o clicks and screens the user is
required to transerse. ultimatelv saing
minutes a dav. hours a week. weeks a
vear.
. Must lae
. Nice to lae
. Not Important
Global search eature. including worknotes.
that returns high-qualitv results bv categorv
(ompanv. (ontact. and so on, and the abilitv
to conduct subsequent search within a
searches.` 1he abilitv to take speciic action
with results immediatelv rom the screen.
rather a mandatorv extra step.

Powerul search with action` capabilitv
makes it easv to ind what the sales or
serice rep is looking or and to inish
the actiitv in ewer steps. Searching
worknotes is important because thev
contain critical inormation that is
otherwise diicult to access unless vou
know speciicallv where it is located.
. Must lae
. Nice to lae
. Not Important
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Activity Management


Notes

Priority
Abilitv to iew all Actiities or a (ompanv
rom a single screen. including actiities with
(ontacts at the same (ompanv.
1his means users can open a (ompanv
record and see eervthing happening
with that (ompanv rom one screen.
including what is happening with
(ontacts at the same (ompanv.
. Must lae
. Nice to lae
. Not Important
Abilitv to pre-deine a series o actiities like
tasks. appointments and calls that should be
executed in a pre-deined sequence and
applied to anv entitv like a Lead or a (ontact.
1his wav users don`t hae to manuallv
enter tasks each time i vou hae a
tvpicallv repetitie method o ollowing-
up with customers.
. Must lae
. Nice to lae
. Not Important
Abilitv to not onlv set and track reenues bv
sales representatie and product. but dailv.
weeklv. and monthlv quotas around cold calls.
number o appointments scheduled and lead
conersion targets.
1racking the actual actiities that lead to
closed sales such as cold calls.
appointments. recurring appointments.
and lead conersion gies sales managers
speciic actionable data on where their
actiitv trouble-spots are beore the end
o the reenue period.
. Must lae
. Nice to lae
. Not Important
Abilitv to merge customer data with companv
document templates or custom proposals.
letters. product quotes. and contracts. and
hae the application automaticallv send the
document and attach a copv to the contact`s
master record.

Sales reps sae time in creating custom-
looking documents. and all o the
documents sent out are stored with the
contact in the (RM svstem and not on
someone`s hard drie. 1here won`t
eerv be a question on what document a
contact actuallv receied.
. Must lae
. Nice to lae
. Not Important
Actiities appear near or on a (alendar
enabling in-line editing and quick updates.
1his improes user productiitv and
reduces clicks and screen changes.
. Must lae
. Nice to lae
. Not Important
(ompleted Actiities can be easilv logged and
displav in all parts o the application.
1his is a kev element to proiding users
conenience bv allowing them to update
or complete actiities rom anvwhere in
the application.
. Must lae
. Nice to lae
. Not Important
Actiitv reminders can be iltered showing
Oerdue. Due 1odav and Due 1his \eek.
A single screen that shows actiities this
wav improes productiitv and reduces
clicks and screen changes.
. Must lae
. Nice to lae
. Not Important
Abilitv to link actiities to (ontacts.
(ompanies. Leads. and Opportunities.
Important lexibilitv to cater or the
arious wavs sales people will use a (RM
tool.
. Must lae
. Nice to lae
. Not Important
Abilitv to iew all work notes or a (ompanv
rom a single screen.
\hen lot's o actiities hae being taking
place with a (ompanv oer time. it`s erv
important to hae a single location to
iew all work notes and actiities.
. Must lae
. Nice to lae
. Not Important
Abilitv to add. edit and work with all tvpes o
actiities rom a single screen.
(reating and updating all actiities rom
one screen is a tremendous time saer
or users.
. Must lae
. Nice to lae
. Not Important
Abilitv or svstem to automaticallv send
emails to (ontacts at a pre-determined date
and time or automatic ollow-up.
An essential eature so that users don't
hae to remember to send emails in
ollow-up to sales inquiries or as part o
the sales process.
. Must lae
. Nice to lae
. Not Important
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All emails sent to (ontacts should appear in
the actiities details or that (ontact.
1racking email correspondence sent to
prospects and contacts is an important
capabilitv or tracking account progress.
. Must lae
. Nice to lae
. Not Important
Abilitv to merge customer data with companv
document templates or custom proposals.
letters. product quotes. and contracts. and
hae the application automaticallv send the
document and attach a copv to the contact`s
master record.

Sales reps sae time in creating custom-
looking documents. and all o the
documents sent out are stored with the
contact in the (RM svstem and not on
someone`s hard drie. 1here won`t
eerv be a question on what document a
contact actuallv receied.
. Must lae
. Nice to lae
. Not Important




Marketing Capabilities


Notes

Priority
Abilitv to segment customer data and build
multiple lists at a contact. companv. lead and
opportunitv leel.
Being able to conduct searches and sae
the results into a "list" which can then be
named or uture reerence is an
important tool or marketers.
. Must lae
. Nice to lae
. Not Important
Abilitv to conduct mass email campaigns
including rich l1ML emails that include
attachments.
Sending personalized emails using
l1ML templates is a conenient and
easv wav to build a relationship with
contacts. Being able to include
attachments and choose email signatures
urther extends the purpose and
useulness o the eature.
. Must lae
. Nice to lae
. Not Important
Abilitv to establish marketing actiitv plans or
campaigns wherebv a sequence o tasks has to
be completed in a certain order within a
certain time rame. lor example. send email.
ollow-up with call 2 davs later. send reminder
email and schedule outbound call 5 davs later.
1his is a must hae eature or anv
marketing department or inside sales
team. Lxecuting campaigns in lock-step
order is proen to vield higher
conersion results.
. Must lae
. Nice to lae
. Not Important
Abilitv to track leads and lead conersion
throughout the pipeline.
1his gies marketing managers insight
into the results produced bv marketing
down to what stage in the sales process
leads hae progressed to.
. Must lae
. Nice to lae
. Not Important
Abilitv to track new pipeline added and new
reenue closed rom leads.
Being able to analvze the results o
marketing campaigns both rom the
perspectie o added pipeline as well as
actual business won is critical to
understanding the eectieness o
marketing spend.
. Must lae
. Nice to lae
. Not Important









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Customer & Contact
Management


Notes

Priority
lull 360 degree iew o the customer record
including the abilitv to see and edit the
ollowing: contacts | leads | sales historv |
customer serice incidents | current
opportunities and ALL actiities across the
companv including contacts at the companv.
1his is a must hae in anv (RM to
proide users the holistic iew o
eervthing happening at a companv.
. Must lae
. Nice to lae
. Not Important
Abilitv to create (ontracts rom closed
opportunities. including abilitv to: attach
documents | set reminder dates | set ollow-
up task | establish serice leel standards
associated with the contract.
(losing the loop and taking won
business to the next stage in vour
process requires strong contract
management capabilities so that other
parts o the organization know what has
been committed andor agreed to.
. Must lae
. Nice to lae
. Not Important
Abilitv to auto-update (ontact details bv
sending indiidual or bulk emails to lists o
contacts prompting them to either conirm.
edit. or delete their contact inormation.
Lmails should hae the abilitv to include
attachments or communicating companv
news or updates to the contacts to encourage
them to update their inormation.
1here are a number o reasons whv this
eature is important and should be
integrated directlv into the (RM
platorm. 1wo kev beneits include
saing time and monev on keeping vour
contact database up to date and secondlv
bv tracking who responds and how thev
respond helps sales reps get a perspectie
o their relationship with that contact.
. Must lae
. Nice to lae
. Not Important
Abilitv or contacts to automaticallv update
their "Do Not (all" and "Do Not Lmail"
preerences.
Doing this manuallv one record at a time
can be a time consuming and expensie
exercise. Not haing this inormation
and not adhering to these personal
inormation preerences is against the
law in certain countries and states.
. Must lae
. Nice to lae
. Not Important
Support or companv hierarchies. including
the abilitv to link contacts. companies and
associated actiities.

Lstablishing a companv hierarchv helps
understand the roles. responsibilities and
inluence o respectie indiiduals within
an opportunitv. or at a corporation with
multiple subsidiaries that mav become
multiple opportunities.
. Must lae
. Nice to lae
. Not Important




Lead Management


Notes

Priority
\orklow powered distribution o Leads with
the abilitv to complete "round-robin" and
"ratio" based allocation o Leads into queues.
Round robin distribution allocates leads to
queues eenlv. ratio based distribution
enables sales managers to determine what
percentage o Leads go to what queue or sales
representatie.
1his completelv remoes the need or
sales managers to manuallv allocate leads
and shouldn't be conused with
distributing leads based on other rules.
or example. which state the lead is
rom. or what the product o interest is.
1his method automaticallv counts and
keeps track o who gets what lead thus
proiding true workorce management
or sales managers.
. Must lae
. Nice to lae
. Not Important
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Abilitv to set thresholds or sales people and
queues to make sure that sales people don't
hae too manv or too ew leads to work on.
1his compliments the round robin and
ration distribution bv automaticallv
managing sales people workloads. No
sales person will hae too manv leads or
too ew leads with this eature.
. Must lae
. Nice to lae
. Not Important
1he abilitv to or users to build "Lists" o
their Leads or completing call downs or
email campaigns. 1hese Lists should be
exportable to Lxcel. (SV and XML or easv
integration with external applications.
List building is oten a eature resered
or just the marketing part o products.
Giing all users the abilitv to build Lists
helps them to organize and prioritize
how thev ollow-up and target new and
existing Leads.
. Must lae
. Nice to lae
. Not Important
Leads should be segmented rom the main
(RM database until thev hae been qualiied
and conirmed as a real Opportunitv. Once a
Lead has been qualiied. it should be
"promoted" and automaticallv create
companv. contact and opportunitv
inormation rom the single lead record.
1his is erv important or data
management. Leads are "transient" data
and should thereore not be co-mingled
with alid customer or prospect records.
. Must lae
. Nice to lae
. Not Important
Lead screen should proide users the abilitv
to update proile inormation. lead ratings. set
tasks and complete an assignment rom a
single screen in a single pass.
A lead is tvpicallv managed bv an inside
sales team or other heads down users.
1hev should be able to update all lead
inormation. including allocating tasks
and assignment to sales people rom a
single screen to minimize screen changes
and page loads.
. Must lae
. Nice to lae
. Not Important
Svstem should support the abilitv to hae new
leads rom existing companies and these new
leads should be linked to existing companies.
Manv (RM applications don`t seamlesslv
link new leads to existing companv
records and as a result reps ollowing up
on the leads won't know that this is a
lead rom an existing companv thev hae
done business with. 1his can result in
conusion.
. Must lae
. Nice to lae
. Not Important
Leads can be imported in bulk and distributed
simultaneouslv using worklow rules.
1his is the most eicient wav to manage
bulk import o new leads. 1he
application will read the new import ile
and distribute leads directlv into queues
keeping track o existing workloads and
thresholds.
. Must lae
. Nice to lae
. Not Important




Sales Process &
Opportunity Management


Notes

Priority
Abilitv to set-up multiple sales processes to
track each Opportunitv tvpe with a dierent
sales process.
Being able to speciv worklows. tasks.
stages in the sale. and orecasting rules
based on the opportunitv tvpe improes
sales execution tremendouslv.
. Must lae
. Nice to lae
. Not Important
Abilitv to iew all deals in a pipeline no
matter what sales process thev are part o in
addition to the abilitv to iew onlv deals
speciic to a certain sales process.
Important lexibilitv or management to
get a holistic iew o data. as well as the
abilitv to drill down and see pipelines
speciic to a sales process.
. Must lae
. Nice to lae
. Not Important
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Abilitv to track \in Probabilitv. Likelihood
o Award and \eighted Probabilities
1he combination o tracking \in
Probabilitv and Likelihood o Award
separatelv to produce a \eighted
Probabilitv produces the highest pipeline
and orecast accuracv.
. Must lae
. Nice to lae
. Not Important
Abilitv to conduct detailed Opportunitv
Analvsis to ensure sales reps hae qualiied
Opportunities ullv and to be able to print or
email this analvsis or account reiews.
(ritical to the success o (RM is
improing the qualiication o
opportunities and to ensure sales reps are
asking all the right questions at the right
time. 1his capabilitv is a must hae to
achiee this goal.
. Must lae
. Nice to lae
. Not Important
Abilitv to build custom checklists to track
progress within a sales stage and between
sales stages. 1his checklist should be
printable and email able.
(hecklists are a tool to guide selling.
1hev should be lexible but not required
steps because this tends to rustrate sales
reps.
. Must lae
. Nice to lae
. Not Important
Abilitv or sales reps. in one pass. to update
opportunitv inormation and set tasks rom a
single screen.
Sales reps will be updating inormation
all the time so reducing screen jumps and
clicks saes time and increases user
adoption.
. Must lae
. Nice to lae
. Not Important
Abilitv to complete team selling where
Opportunities can be shared amongst sales
reps. including automatic sharing with
superiors.
llexibilitv in how sales operates on an
opportunitv-bv-opportunitv leel is a
must hae and this eature allows
managers to determine either at a svstem
leel or at an opportunitv leel how
opportunities can be shared.
. Must lae
. Nice to lae
. Not Important
Application proides product database.
include support or product hierarchv and the
abilitv to determine one time or recurring
reenue tvpes or each product.
Product databases proide integritv in
pricing and SKU integration with
accounting or inentorv applications.
Price books also drie how product
reenue is recognized.
. Must lae
. Nice to lae
. Not Important
Abilitv to build quotes in the application
including selecting rom a product database.
setting discounts and scheduling reenue
recognition based on date.
1his is a time saing eature or sales
reps and the reenue recognition settings
at a product leel or critical to accurate
reporting.
. Must lae
. Nice to lae
. Not Important
Svstem generated opportunitv audit that
captures and highlights all changes to the
status o an opportunitv.
Proiding managers a summarv iew o
what has happened with an opportunitv
including tracking the changes proides
managers a bird`s eve iew or account
reiews.
. Must lae
. Nice to lae
. Not Important
A sales knowledgebase with easv access to a
searchable database or anv tvpe o
inormation required while working with a
prospect - objection handling. competitie
selling points. product inormation. sales
scripts. beneit statements. etc.

1his is a powerul selling aid that
institutionalizes sales knowledge across
the department.
. Must lae
. Nice to lae
. Not Important
In-depth analvsis o sales opportunities.
including a summarv o interactions and
completed tasks and how long it`s taken the
prospect to moe through each stage o the
sales process - in one place.

Greater intelligence in a simpliied
ormat or managers to reiew to
proide actionable insight. increasing the
likelihood o closing the sale.
. Must lae
. Nice to lae
. Not Important




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2006 Lntellium Corporation. All riehts reserved.
13

1racking Revenue
& Iorecasting


Notes

Priority
Application should support multiple reenue
tvpes including one time and recurring and
opportunities should be able to include one
time and recurring reenue tvpes in the same
opportunitv.
1his is a must eature or accurate
orecasting and pipeline management. A
(RM tool should relect the business
model o the companv.
. Must lae
. Nice to lae
. Not Important
Sales reps should be able to schedule reenue
recognition based on setting a date.
1here are oten times when reenue
should not be recognized or inoiced
until a product has been deliered or a
serice has been completed. 1his eature
enables sales reps to determine how
reenue will be recognized in the
application.
. Must lae
. Nice to lae
. Not Important
Reports and dashboard should dierentiate
between new reenue and existing contracted
reenues in anv gien period.
1here is a dierence between new
business and existing contracted
business: this needs to be easilv
identiiable in the application.
. Must lae
. Nice to lae
. Not Important
Sales reps should onlv be able to orecast
deals that meet a certain business rule and
reps should be able to determine indiidual
inclusion o opportunities into a orecast.
1his approach o allowing sales
managers to determine what criteria
opportunities hae to be meet to be a
orecast candidate. and then proiding
sales reps with the abilitv to decide what
opportunities are included increases sales
rep accountabilitv and orecast accuracv.
. Must lae
. Nice to lae
. Not Important
lorecast roll-ups should be possible to sales
managers can build orecasts based on
reporting structures.
lorecast roll-ups make it easv or sales
managers to run orecasts across
dierent sales team andor report on
orecasts rom dierent teams.
. Must lae
. Nice to lae
. Not Important
Svstem should be able to track changes to
orecast and proide a orecast historv record.
(omparing original orecast with
reisions and being able to explain what
has changed is an important part o
management reporting so the application
needs to proide orecast historv
tracking.
. Must lae
. Nice to lae
. Not Important




Customer Care


Notes

Priority
Abilitv to capture. track and manage customer
incidents ia a queue centric worklow based
customer support process.
Institutionalizing how customers are
responded to increases accountabilitv
and customer satisaction leels. A
queue centric approach I.e. routing
incidents to queues proides better
management and control. as well as
scalabilitv in the process.
. Must lae
. Nice to lae
. Not Important
\orklow engine must support rules based
and ad-hoc based routing to queues.
Sometimes business rules don't quite it
the situation so it is important that items
in queues can be routed based on
permissions, outside o the core business
rules.
. Must lae
. Nice to lae
. Not Important
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14
1he abilitv to clone customer incidents and
establish "parent" "child" relationship
between related incidents.
Verv oten customer incidents are made
up o seeral issues. \ou don't want to
tell a customer vou hae resoled
something when there are two other
related issues unresoled. Being able to
establish "parent" "child" incidents
oercomes this issue and makes sure that
an incident is onlv 'closed' when both the
"parent" and "child" issues hae been
resoled.
. Must lae
. Nice to lae
. Not Important
1he abilitv to deine support processes and
target resolution or turnaround times speciic
to indiidual customers within the same
application and without customized coding.
Dierentiating customer serice leels
based on the tvpe o customer or
agreement is crucial to optimizing vour
resources and building vour competitie
adantages bv dierentiating vour
support oering to premium customers
or suppliers.
. Must lae
. Nice to lae
. Not Important
Support or multi-leel alerts and
notiications when a customer incidents is
exceeding a target turnaround time.
1his proides an escalation process or
proactielv dealing with customer serice
issues that are not tracking to plan.
. Must lae
. Nice to lae
. Not Important
Abilitv to establish personalized customer
support portals or pages or indiidual
customers.
1his is a powerul abilitv to proide vour
largest customers sel help portals where
thev can log incidents. track progress
with existing incidents and all in a
priate. branded and personalized wav.
. Must lae
. Nice to lae
. Not Important
Integrated email response management so
that emails are automaticallv turned into
serice incidents and routed into the correct
worklow queue.
Lmail is one o the most popular wavs o
submitting serice issues so vou will need
a wav to deal with them that is scalable.
automated and accountable. Lmail
response management integrates email
tightlv into vour core customer support
process and reduces manual data entrv
or support reps.
. Must lae
. Nice to lae
. Not Important
(onigurable "Lie (hat" so that internal
support people can chat lie with customers
ia a web page or site.
Resoling customer issues as thev
happen in real-time is the ultimate
customer experience. It increases
customer satisaction leels and reduces
costs associated with supporting
customers.
. Must lae
. Nice to lae
. Not Important
Built in searchable Knowledgebase that
includes permissions based publishing or
answering o questions receied ia the
Knowledgebase.
Knowledge transer and organized
accessibilitv to knowledge is a critical
component to helping customers and
ensuring a consistent leel o customer
experience. A knowledgebase
institutionalizes knowledge and increases
the eectieness o support reps when
dealing with customers.
. Must lae
. Nice to lae
. Not Important
A simple-to-use knowledge base that allows
reps to search. submit questions. post articles
and expose the knowledge base across the
serice organization.

Institutionalize department intelligence
or aster resolution o common
incidents.
. Must lae
. Nice to lae
. Not Important


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2006 Lntellium Corporation. All riehts reserved.
15

Business Intelligence
& Reporting


Notes

Priority
Svstem should proide graphical reports and
dashboard. or example dials. gauges and
sliders.
Visual reports are more memorable and
help users to determine what
inormation is being presented to them
to analvze the issues and make
recommendations.
. Must lae
. Nice to lae
. Not Important
Svstem should proide the abilitv to build
"what i" scenarios and sae those scenarios
or uture reerence.
(RM applications tvpicallv report on
historical data and don't allow users to
model how sales would look in the
uture i certain things changed. lor
example and increase in aerage reenue
per customer in O2 would lead to higher
reenues in O3. Modeling and
completing what i scenarios are a critical
part o sales management and planning.
. Must lae
. Nice to lae
. Not Important
Svstem should proide the abilitv to export
reports as interactie objects. including the
report data so that thev can be used in
presentation tools and documents and still
maintain their ormatting and animation
capabilities.
Reports are oten used in o line
enironments in sales meetings or
management reiews. (urrentlv (RM
tools don't allow reports to be run within
tools like PowerPoint. 1his is a powerul
capabilitv to allow sales managers to run
sales scenarios and look at a pipeline
analvsis o line as part o their
presentations.
. Must lae
. Nice to lae
. Not Important
Svstem should proide drill down dashboard
so that users can discoer what makes up the
data or report being reiewed.
Reiewing numbers and then discoering
what makes up those numbers bv
clicking and drilling down to see the
details brings more context and meaning
to the numbers.
. Must lae
. Nice to lae
. Not Important
Svstem should proide historical reports that
show trends and allow comparisons between
time periods.
Reports should show 13 month periods
so that users can make a isual
comparison to prior periods.
. Must lae
. Nice to lae
. Not Important
Users should be able to use report ilters
andor a report generator to build their own
customer reports and export these reports
into Lxcel.
Reporting is rarelv standard across
dierent users and departments so this
leel o lexibilitv is important to cater
or ia svstem generated reports. user
deined reports. and more custom
reports built in Lxcel.
. Must lae
. Nice to lae
. Not Important
Svstem should proide the abilitv or users to
run lie reports directlv rom with Lxcel.
without the need to export data rom the
(RM application irst.
1his extends urther the lexibilitv o
reporting bv proiding the ultimate
beneit o using powerul eatures like
Piot 1ables in Lxcel.
. Must lae
. Nice to lae
. Not Important
Automaticallv generate and publish reports at
regular interals to management. with no
manual interention.
Reduces the last-minute stress o running
the same reports in adance o regular
meetings and ensures that a snapshot o
data is taken at the appropriate time.

. Must lae
. Nice to lae
. Not Important




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2006 Lntellium Corporation. All riehts reserved.
16

Document Management
& Collaboration


Notes

Priority
1he application should proide the abilitv to
store documents in a central location or
attached to speciic records and include
ersion control including check-in. check-out
and notiications.
Sales reps work with documents
constantlv. Introducing a central storage
location ensure eervone is working
rom the latest set o documents and
makes sure that documents that are part
o a proposal to a client are kept with the
main sales record.
. Must lae
. Nice to lae
. Not Important
Abilitv to set-up collaboratie teams with
access and permission rights, that includes
team discussion orums.
Sales reps oten work together or with
other people. 1he abilitv to build ad-hoc
teams and topic speciic discussion
threads aids communication and
collaboration.
. Must lae
. Nice to lae
. Not Important




Setup and Customization


Notes

Priority
Abilitv to deine roles. access and permissions
o users. including departmental hierarchv.
1his is an essential eature or managing
access to records in the application.
Being able to assign records to speciic
access roles and permissions increases
the lexibilitv o the application to cater
or a multitude o scenarios.
. Must lae
. Nice to lae
. Not Important
Abilitv to segment (RM data into dierent
access and permission groups to restrict
access to customer records.
1he abilitv to associate a customer
record with speciic access code makes it
possible to restrict access to speciic
customer records to speciic users or
user roles.
. Must lae
. Nice to lae
. Not Important
Abilitv to add custom ields to all tabs and to
hae the abilitv to import into and report on
custom ields.
Adding custom ields will improe the
oerall it and applicabilitv o the
application or users. lor a more
complete solution users should be able
to import data into custom ields as well
as include the custom ields in reports.
. Must lae
. Nice to lae
. Not Important
Abilitv to map svstem and custom ields
between contact. companv. lead and
opportunitv records.
1his is an important eature as it
proides administrators control o how
inormation captured at arious touch
points with a customer lows as the
customer moes through a sales process.
. Must lae
. Nice to lae
. Not Important
Abilitv or the administrator and or
indiidual users to customize the user
interace color schemes.
1his eature adds to the customer
experience bv proiding each user the
chance to change the colors o the
screen to suit their preerence.
. Must lae
. Nice to lae
. Not Important
Abilitv or svstem administrators to change all
ield and tab labels to relect business
practices and internal terminologv.
1his eature helps to increase amiliaritv
and thereore understanding o the
application. which aids user adoption
and useulness to the users.
. Must lae
. Nice to lae
. Not Important
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17
Abilitv or svstem administrators to build and
deplov multiple web orms or lead capture
and include hidden ields or tracking how
isitors arrie at web pages and orms.
(apturing data rom leads or other
external parties is a critical component o
how a (RM platorm can introduce
eiciencies in the selling process. Being
able to 'tag' certain orms to understand
the ultimate source o the inquirv is
critical inormation to marketing
departments to help guide spend.
. Must lae
. Nice to lae
. Not Important
Documented web serices based API or
completing custom integration with other
applications.
Speciicallv a \eb Serices based API
reduces the cost and complexitv o
integration projects.
. Must lae
. Nice to lae
. Not Important
Support or multiple languages. 1his mav not be an immediate
requirement or all companies. but the
moment it does vou need to make sure
vou haen't closed the door on
international use o vour core (RM tool.
. Must lae
. Nice to lae
. Not Important
Support or multiple currencies. including
dual currencies within the application or
quoting in dierent currencies and or
reporting in dierent currencies.
As with language multiple currencv
support is important and could be
required when quoting to customers in
oreign countries. Make sure vour (RM
product supports dual currencies so that
vour opportunities can be quoted in one
currencv but vour internal reporting
consolidated in vour deault currencv.
. Must lae
. Nice to lae
. Not Important




Support and Help


Notes

Priority
Application should include built-in contextual
help.
A generic help ile is useul but tedious
or users when thev are looking or
speciic help based on the page o the
application thev are working on.
. Must lae
. Nice to lae
. Not Important
Application should include best practice tips
on speciic tabs and pages to help maximize
user productiitv.
Verv oten the opportunitv to maximize
the ull beneit o (RM is limited bv not
completelv understanding how to make
the best use o the application. A (RM
platorm should hae best practice links
or inormation built into the product to
help with user productiitv.
. Must lae
. Nice to lae
. Not Important
Application should include built-in ideo
based tutorials that users can watch in their
own time to learn speciic unctions o the
product.
1his allows users to complete on
demand training at their conenience
and proides an "alwavs aailable" expert
reerence when the need is more urgent.
. Must lae
. Nice to lae
. Not Important
Application should include a built-in Lie
(hat capabilitv so that users can chat directlv
to the endors help desk personnel 24.
Lie (hat puts users one click awav rom
product experts and reduces the amount
o calls or incidents that are raised
internallv to help desks or svstem
administrators.
. Must lae
. Nice to lae
. Not Important
Application should include a searchable
Knowledgebase or quick access bv users.
1he Knowledgebase should be accessible
rom within the product so that it is
easier or users to get to when thev need
it.
. Must lae
. Nice to lae
. Not Important
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18
Vendor should oer ree 24 customer
support accessible ia Lie (hat. email. or
telephone.
A successul (RM project includes being
able to resole user`s issues immediatelv
anv time o the dav.
. Must lae
. Nice to lae
. Not Important
Vendor should proide ree on demand
training
It's not alwavs possible to get all users
together at the same time and there are
oten changes in staing. On Demand
training is a conenient solution to
ensure eervone is ullv trained.
. Must lae
. Nice to lae
. Not Important
Vendor should oer a ree "go-lie" plan to
guide the most eectie and rapid
deplovment o the (RM application.
A guided implementation that shows
customers the most eectie wav to go
lie. using a step-bv-step guide is a must
to maximize the success and deplovment
o a (RM project.
. Must lae
. Nice to lae
. Not Important
Instant message with (RM product experts
rom the application. or all svstem users.
Real-time support resolution or all
emplovees increases adoption because
thev get answers within the application
right when thev need it - therebv helping
them resume dailv actiities with a
minimum o interruption.

. Must lae
. Nice to lae
. Not Important






















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Before building our CRM Solution, we reviewed all the products on
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questions: First, why were they so complicated to use? And
second, why so expensive? We came to one conclusion: They
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easy to use, with no compromise on features. Dont let our low
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2006 Entellium Corporation. All rights reserved. Entellium is a registered trademark of Entellium Corporation.
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