CRM171 PRO Requirements SAMPLE

SAMPLE
REQUIREMENTS TEMPLATE
For specifying CRM software requirements, vendor response and evaluating vendor response
Customer Relationship Management (CRM) Software

Professional Version 1.71
Published by Axia Consulting Ltd, 17 New Road Avenue, Chatham, Kent ME4 6BA, United Kingdom.
Web: www.axia-consulting.co.uk Email: info@axia-consulting.co.uk
Copyright © Axia Consulting Ltd 2017. All rights reserved.
Axia Consulting Ltd gives no warranty (either expressed or implied) in relation to the quality, accuracy, performance and fitness for
purpose of this sample Requirements Template. Axia Consulting Ltd will not be liable for any loss or damage (whether directly or
indirectly suffered), or any consequential loss arising from the use of this sample Requirements Template.
Sample Contents
This sample template comprises the following worksheets:

• About - this worksheet
• TOC - Table of Contents - of the CRM Software Requirements
• Requirements - sample CRM software requirements specification and evaluation
• Charts - sample for illustration purposes
Page: 1 of 96
Click the tabs at the bottom of the screen to access the worksheets
NB: the full product (available in zip file) contains:

• Requirements Template (MS Excel workbook) - for CRM software requirements specification and evaluation
• Charts Template (a separate, linked MS Excel workbook)*
• RFI Template (MS Word document)*
• RFP Template (MS Word document)*
• Business Analysis - present/future system & system usage (separate MS Excel workbook)*
• Instructions (PDF format)*
(*) not included within this sample
For more information about the 'CRM Software RFI/RFP Template' or to buy a copy,
click the link below:
https://www.axia-consulting.co.uk/crm-rfp-template.htm
Page: 2 of 96
TABLE OF CONTENTS (TOC)
CRM Software Requirements
For the Professional Version
1 MARKET RESEARCH
1.1 Market research management

1.2 Market research information
1.3 Questionnaires / surveys
1.4 Web based questionnaires / surveys
1.5 Competitor tracking
1.6 Market research analytics and reports
2 MARKETING
2.1 Campaign management

2.2 Marketing campaign planning
2.3 Campaign list generation
2.4 Personalised campaigns
2.5 Campaign execution
2.6 Best practices
2.7 Campaign project and task management
2.8 Email marketing
2.9 Email marketing process
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2.10 E-marketing
2.11 Loyalty programs
2.12 Telemarketing
2.13 Direct mail marketing
2.14 Event marketing
2.15 Trade promotion marketing
2.16 Budget and revenue tracking
2.17 Campaign response tracking
2.18 Marketing analytics
2.19 Campaign analysis
2.20 Customer analysis
2.21 Product and service analysis
3 SALES
3.1 Sales strategies

3.2 Territory management
3.3 Account configuration
3.4 Contact information
3.5 Updating contact information
3.6 Sales process and contact management automation
3.7 MS Outlook integration
3.8 Prospecting
3.9 Telesales
3.10 Opportunity management
3.11 Pipeline management
3.12 Lead management and routing
3.13 Activity management
3.14 Team selling
3.15 Website sales
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3.16 Mobile / field sales
3.17 Partner management
3.18 Automated sales alerts
3.19 Forecasting and business planning
3.20 Multimedia reference library
3.21 Content management
3.22 Literature / information requests
3.23 Sales incentives and commissions
3.24 Sales process scripts
3.25 Sales analytics
3.26 Reports
4 SALES ORDER PROCESSING
4.1 Proposal management

4.2 Quotation management
4.3 Prices
4.4 Cross-selling and up-selling
4.5 Contracts
4.6 Order processing
4.7 Sales daybooks
4.8 Fulfilling orders
4.9 Product configuration
4.10 Delivery
4.11 Customer portal
4.12 Integration with website / shopping carts
4.13 Customer self service access to sales orders
4.14 Sales order data exported to e-commerce website
4.15 Website product catalogue
4.16 Sales order data imported from e-commerce website
Page: 5 of 96
4.17 e-commerce payments
4.18 Cash sales and trade counter
4.19 Customer returns / RMA (Return Merchandise Authorisation)
4.20 Sales order documentation
4.21 Sales order analytics and reports
5 INVOICING *
5.1 Invoice types and methods

5.2 Invoice creation
5.3 Utility billing
6 CUSTOMER SUPPORT *
6.1 Account and contact management

6.2 Support management
6.3 Case management
6.4 Ticket management
6.5 Ticket escalation
6.6 Product returns
6.7 Defect tracking
6.8 Quality and change requests
6.9 Product tracking
6.10 Knowledgebase
6.11 Knowledgebase of common product / defect problems and solutions
6.12 Knowledgebase of common procedural problems and solutions
6.13 Quick search
6.14 Problem / issue capture via web forms
6.15 Support portal
6.16 Customer support alerts
Page: 6 of 96
6.17 Customer support analytics and reports
6.18 Additional integrated links, with:
7 FIELD AND SERVICE MANAGEMENT *
7.1 Mobile field support access

7.2 Warranty management
7.3 Service management
7.4 Service call logging
7.5 Schedule optimisation
7.6 Despatch service requests / engineers
7.7 Problem resolution and solution management
7.8 Call progressing
7.9 Call escalation
7.10 Preventative maintenance
7.11 Service parts management
7.12 Mobile parts management
7.13 Returns and parts order
7.14 Repair management
7.15 Shipping and receiving (of parts and repair items)
7.16 Service analytics and reports
8 CONTACT CENTRE *
8.1 Omnichannel, multi-role contact centres

8.2 Information management
8.3 Telephone call management
8.4 Email response management
8.5 Customer self service
8.6 Analytics and reports
Page: 7 of 96
9 ADVANCED ANALYTICS & BUSINESS INTELLIGENCE
9.1 Analytical system

9.2 Dashboards
9.3 Data visualization
9.4 Self service
9.5 Mobile business intelligence
9.6 Enterprise search
9.7 Balanced scorecards
9.8 Business activity monitoring
9.9 Predictive analytics
9.10 Forecasts
9.11 Decision support
9.12 Data mining
9.13 Online analytical processing (OLAP)
9.14 Data warehouse
9.15 Extract, transform, load (ETL)
10 COMMON REQUIREMENTS ACROSS ALL MODULES
10.1 Workflow
10.2 Alerts
10.3 Social Media
10.4 ESS (employee self service)
10.5 MSS (manager self service)
10.6 Employee portal
10.7 Euro / European Monetary Union
10.8 Multi company, currency and lingual capability
10.9 Legislation, regulation and taxation
Page: 8 of 96
10.10 Enquiry
10.11 Reporting
10.12 Documentation and forms
10.13 Integration
10.14 Building links to other systems
11 SYSTEMS OPERATIONS
11.1 Reliability
11.2 Operational efficiency
11.3 System performance
11.4 System design
11.5 Screen design
11.6 User productivity assistance
11.7 Data processing and systems control
11.8 Data volumes and quality
11.9 Security
11.10 Back up and recovery
12 TECHNOLOGY REQUIREMENTS
12.1 Application software

12.2 Windows
12.3 Browsers
12.4 Database
12.5 Operating system
12.6 Network
12.7 Cloud services / SaaS (Software as a Service)
12.8 ASP (Application Service Provider) services
12.9 Internet
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12.10 XML and XBRL
12.11 Hardware
13 SOFTWARE / SYSTEM SUPPORT AND SERVICES
13.1 Sources of support

13.2 Quality accreditations
13.3 Vendor / support organisation expertise and reputation
13.4 Implementation assistance and services
13.5 Training
13.6 Maintenance and support
(*) Modules not included within the Essentials Version
For more information about the 'CRM Software RFI/RFP Template'

or to buy a copy,
Page: 10 of 96
Insert
your
SAMPLE REQUIREMENTS SPECIFICATION Reference: <insert reference number>
logo for CRM Software Issued on: <insert date>
for <Organisation name, City> Issued by: <insert name>
Vendor
Ref Functional Requirements C W Response
Columns B, C, D & E for your system requirements

Section / Software Modules:
Columns F,G & H for vendor response to your requirements

1 Market Research
2 Marketing
3 Sales
4 Sales Order Processing
5 Invoicing
6 Customer Support
7 Field and Service Management
8 Contact Centre
9 Advanced Analytics and Business Intelligence
10 Common Requirements Across All Modules
11 Systems Operations
12 Technology Requirements
13 Software / System Support and Services
Other Sections:
Cost Data
Analysis
Worksheet Set Up
Page: 11 of 96
ference number>
me>
Extra Evaluator 1 Evaluator 2 Evaluator 3 Evaluator 4 Evaluator 5 Evaluator 6 Evaluator 7 Evaluator 8

Vendor Response Comments Costs $ Score Score Score Score Score Score Score Score
mns F,G & H for vendor response to your requirements
Columns J to AF for your evaluation of the vendor response
Page: 12 of 96
Average Evaluated Target Difference Difference Evaluator 1 Evaluator 2
Score WS WS WS WS % Comments Comments
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Evaluator 3 Evaluator 4 Evaluator 5
Comments Comments Comments
Page: 14 of 96
Evaluator 6 Evaluator 7 Evaluator 8
Comments Comments Comments
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Vendor
Sample Vendor Responses (drop down

1 MARKET RESEARCH menu), Comments and Extra Costs - for
illustration purposes only
Top 101 criteria included within this section
2 MARKETING
2.1 Campaign management Y 3 YES
2.1.1 Coordinate multiple marketing campaigns Y 3 YES
Single centralised database for all marketing, sales and customer support
2.1.2 information Y 3 YES
2.1.3 Configurable marketing automation and campaign management Y 3 YES
2.1.4 Coordinated multi-channel marketing programs Y 3 YES
Support multiple sales channels eg social media, internet, email, telephone,
2.1.5 direct mail, direct sales, partner networks Y 3 CUS
2.1.6 Integrated workflow and collaboration for campaign approval and execution Y 3 CUS
plus 6 more criteria included within this section
2.2 Marketing campaign planning

22 criteria included within this section
2.3 Campaign list generation

2.4 Personalised campaigns

2.5 Campaign execution
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ple Vendor Responses (drop down Sample Evaluator Scores - for Samp
u), Comments and Extra Costs - for illustration purposes only Evalu
ration purposes only WS (w
illustr
Standard Software AA V1103 3 3 2 2 2 2 2 2


Page: 17 of 96
Sample Average Scores, Sample Difference WS %, with

Evaluated / Target / Difference conditional formatting - for
WS (weighted scores) - for illustration purposes only
illustration purposes only
2.25 6.75 6.00 0.75 13%

2.13 6.38 6.00 0.38 6%
3.00 9.00 6.00 3.00 50%

2.75 8.25 6.00 2.25 38%
2.13 6.38 6.00 0.38 6%
1.75 5.25 6.00 -0.75 -13%
1.88 5.63 6.00 -0.38 -6%
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Vendor
2.6 Best practices

2.7 Campaign project and task management

2.8 Email marketing

2.9 Email marketing process

2.10 E-marketing
2.11 Loyalty programs

2.12 Telemarketing
2.13 Direct mail marketing

2.14 Event marketing Y 3 YES
Page: 19 of 96
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2.25 6.75 6.00 0.75 13%
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Vendor
Plan and support multiple marketing events such as seminars, trade shows,
2.14.1 conferences, product demonstrations Y 3 YES
2.14.2 Manage the whole marketing process for the event eg Y 3 YES
2.14.2.1 - event plans, activities, tasks and budgets Y 3 YES
2.14.2.2 - partnerships and vendors Y 3 YES
2.14.2.3 - venue management Y 3 YES
2.14.2.4 - secure online registration / payment, linked to event website N 2 YES
2.14.2.5 - onsite management Y 3 YES
2.14.2.6 - capture leads N 3 YES
- automatic distribution of leads and sales opportunities to the appropriate
2.14.2.7 sales channel or team Y 3 YES
2.14.2.8 - after the event - analysis of results Y 3 YES
2.14.3 Invitation campaign integrated with Marketing system eg to: N 3 TPS
2.14.3.1 - design, create and undertake targeted invitation campaigns N 3 TPS
2.14.3.2 - provide one-click access to online registration from email invitations N 3 TPS
2.14.3.3 - automatically schedule and send reminder emails N 3 TPS
2.15 Trade promotion marketing Y 3 YES
2.15.1 Facilitate trade promotions Y 3 YES
2.15.2 Support strategic and tactical marketing Y 3 YES
2.15.3 Manage account planning, sales volume planning Y 3 YES
2.15.4 Manage promotion plans to consumers (indirect customers) Y 3 YES
2.15.5 Analyse plans and promotion simulations Y 3 YES
2.15.6 Manage promotional agreements and guidelines Y 3 YES
Manage sales promotion tactics eg features, displays, temporary price
2.15.7 reductions Y 3 YES
Support sales activities between manufacturers, resellers / retailers and

2.15.8 consumers eg planning, maintenance, tracking, settlement and evaluation Y 3 YES
Page: 22 of 96


Using BB Software 2 2 2 2 2 2 2 2
Page: 23 of 96
2.88 8.63 6.00 2.63 44%

2.50 7.50 6.00 1.50 25%
2.50 7.50 6.00 1.50 25%
2.50 7.50 6.00 1.50 25%
2.50 7.50 6.00 1.50 25%
2.50 5.00 4.00 1.00 25%
2.25 6.75 6.00 0.75 13%
2.13 6.38 6.00 0.38 6%
2.38 7.13 6.00 1.13 19%

2.25 6.75 6.00 0.75 13%
2.00 6.00 6.00 0.00 0%
2.00 6.00 6.00 0.00 0%
2.00 6.00 6.00 0.00 0%
2.00 6.00 6.00 0.00 0%
2.25 6.75 6.00 0.75 13%
2.25 6.75 6.00 0.75 13%
2.25 6.75 6.00 0.75 13%
2.25 6.75 6.00 0.75 13%
2.88 8.63 6.00 2.63 44%
2.25 6.75 6.00 0.75 13%
2.13 6.38 6.00 0.38 6%
2.13 6.38 6.00 0.38 6%
2.38 7.13 6.00 1.13 19%
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Vendor
2.15.9 Store merchandising management eg store visits, store analysis and comparison Y 3 YES
2.15.10 Field management including surveys N 2 MOD
2.15.11 Trade funds management eg using and monitoring trade funds, trade expenses N 2 NA
Trade claims management eg claim validation, payments, deductions, contract
2.15.12 disputes N 2 NA
2.16 Budget and revenue tracking Y 3 YES
View and update campaign financials eg budget cost, revenue, profit / loss, and
2.16.1 phase over any time period Y 3 YES
2.16.2 Manage total campaign budget Y 3 YES
2.16.3 Allocate budget to tasks and / or external suppliers Y 3 YES
2.16.4 Track all components of marketing budget Y 3 YES
2.16.5 Compare actuals with budgets - costs, revenues, profits / losses Y 3 YES
Track forecasts versus actuals, budgets, by task or component within a
2.16.6 campaign Y 3 YES
2.16.7 Evaluate potential revenue by campaign or by target group Y 3 UD
2.16.8 View revenue real-time (as sales linked to a campaign are updated) N 3 FR
2.17 Campaign response tracking
2.18 Marketing analytics

2.19 Campaign analysis

2.20 Customer analysis
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Modification required 3000 1 1 1 1 1 1 1 1
Not available 0 0 0 0 0 0 0 0
Not available 0 0 0 0 0 0 0 0


Further discussions required 0 0 0 0 0 0 0 0
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2.25 6.75 6.00 0.75 13%

1.00 2.00 4.00 -2.00 -50%
0.00 0.00 4.00 -4.00 -100%
0.00 0.00 4.00 -4.00 -100%

2.00 6.00 6.00 0.00 0%
2.00 6.00 6.00 0.00 0%

2.00 6.00 6.00 0.00 0%
2.00 6.00 6.00 0.00 0%
2.00 6.00 6.00 0.00 0%
2.00 6.00 6.00 0.00 0%
2.00 6.00 6.00 0.00 0%

0.00 0.00 6.00 -6.00 -100%
0.75 2.25 6.00 -3.75 -63%
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Vendor
2.21 Product and service analysis

Top Sub Total - Marketing
3 SALES
3.1 Sales strategies
3.2 Territory management

3.3 Account configuration

3.4 Contact information

3.5 Updating contact information

3.6 Sales process and contact management automation

3.7 MS Outlook integration

Page: 28 of 96
3000 105 101 92 89 84 84 81 78
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89.25 264.25 256.00 8.25 3%
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Vendor
3.8 Prospecting
6 criteria included within this section Default format settings (as
delivered) are shown below
3.9 Telesales
3.10 Opportunity management N 1 Select

3.10.1 Track sales opportunities N 1 Select
Capture, reference and view sales opportunity information eg opportunity

history, customer communications, key decision makers and their interests,
customer organisation charts, internal customer relationships, milestones,
3.10.2 progress tasks N 1 Select
3.10.3 Configurable filters eg to view specified lists of opportunities N 1 Select
3.10.4 Search for and group opportunities that match specific criteria N 1 Select
3.10.5 Combine or separate - multiple opportunities from the same potential customer N 1 Select
3.10.6 Opportunity name, reference number N 1 Select
3.10.7 Configurable 'lead qualification' eg good, fair, poor N 1 Select
3.10.8 Lead classification N 1 Select
3.10.9 Allocate multiple opportunity priorities N 1 Select
3.10.10 SWOT analysis N 1 Select
3.10.11 Price simulations N 1 Select
Configurable 'sales processes' for different sales situations eg with different
business units, different products, different sales channels, simple or complex
3.10.12 processes N 1 Select
3.10.13 Assign opportunity to sales rep or sales team N 1 Select
Page: 31 of 96
Default format settings (as

delivered) are shown below
1 1 1 1 1 1 1 1
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1.00 1.00 2.00 -1.00 -50%

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Vendor
Multiple, configurable sales process steps and stages eg unassigned, qualified
3.10.14 suspect, qualified power sponsor N 1 Select
3.10.15 Support a range of sales methodologies N 1 Select
Multiple dates eg sale process opened, opportunity qualified, proposition
developed, solution presented, estimated close date, days open, actual date
3.10.16 sale closed N 1 Select
3.10.17 Add notes to each lead / customer N 1 Select
3.10.18 Opportunity 'data collection' prompts N 1 Select
3.10.19 Opportunity alerts N 1 Select
3.11 Pipeline management N 1 Select

3.11.1 View and monitor sales pipeline and opportunities to a close N 1 Select
3.11.2 Predict probability of a successful close N 1 Select
Real-time update of sales pipeline figures - to enable informed decisions to be
3.11.3 made N 1 Select
Identify the top opportunities and specific actions to manage those
3.11.4 opportunities to a rapid closure N 1 Select
3.11.5 Measure sales process effectiveness N 1 Select
3.11.6 Identify sales cycle bottlenecks N 1 Select
3.12 Lead management and routing N 1 Select
3.12.1 Lead capture eg N 1 Select
3.12.1.1 - online, from website, customised landing pages, email, enquiries N 1 Select
- offline, from direct mail, purchased lists and use import wizards to load details
3.12.1.2 into the CRM system N 1 Select
3.12.1.3 - offline, manually from seminars, trade shows, referrals, cold calls N 1 Select
3.12.2 Quick access to new sales leads N 1 Select
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Vendor
Automatically evaluate / qualify / merge new sales leads (to avoid wasting time
3.12.3 on poor quality / duplicated leads) N 1 Select
3.12.4 Multiple user defined rules for lead evaluation and prioritisation N 1 Select
Automatically assign new sales leads entering the system to a sales rep, sales
3.12.5 team, or business partner N 1 Select
3.12.6 Email assignment notification N 1 Select
Automatically update sales leads, responsibilities, territories - when a sales
3.12.7 employee leaves or changes job N 1 Select
Multiple user defined rules for lead assignment and routing eg based on
geography, territory, employee skills, employee workloads, timing, lead source,
3.12.8 product area N 1 Select
3.13 Activity management

3.14 Team selling

3.15 Website sales

3.16 Mobile / field sales

3.17 Partner management

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1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
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Vendor
3.18 Automated sales alerts
3.19 Forecasting and business planning

3.20 Multimedia reference library

3.21 Content management

3.22 Literature / information requests

3.23 Sales incentives and commissions

3.24 Sales process scripts

3.25 Sales analytics

3.26 Reports
Top Sub Total - Sales
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0 39 39 39 39 39 39 39 39
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39.00 39.00 78.00 -39.00 -50%
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Vendor
4 SALES ORDER PROCESSING

4.1 Proposal management
4.2 Quotation management N 1 Select

Manage any number of responses to RFQ's (request for quotations) from any
4.2.1 number of potential customers N 1 Select
4.2.2 Configurable categories and types for classification of RFQ's and quotations N 1 Select
4.2.3 Multiple quotation status eg in process, reply sent, converted to order N 1 Select
4.2.4 Automatically generate quotations from proposals and new opportunities N 1 Select
4.2.5 Log RFQ's received from potential customers via email / fax / post N 1 Select
4.2.6 Automatic transfer to relevant staff / teams for responding N 1 Select
4.2.7 Access email RFQ, review and input response details or, N 1 Select
Automatic completion of RFQ response (for simple quotations), with manual
4.2.8 amendment or, N 1 Select
4.2.9 Copy existing RFQ response (quotation) and amend accordingly or, N 1 Select
4.2.10 Fast creation of new quote N 1 Select
4.2.11 Multiple, configurable quotation templates N 1 Select
4.2.12 Repeating quotations N 1 Select
4.3 Prices N 1 Select

Facilitate consistent pricing of products / services, from proposals through to
4.3.1 quotes and orders, across multiple sales channels N 1 Select
4.3.2 Multiple, user definable, price and discount rules N 1 Select
4.3.3 Flexible price change rules eg as costs or circumstances change N 1 Select
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Vendor
4.3.4 Price / discount variations eg for currency fluctuations N 1 Select
Multiple price / discount amendments eg by item or group of items, lot,
4.3.5 barcode, categories, shelf life, customer, or globally for all items N 1 Select
4.3.6 Prices and discounts displayed to any number of decimal places N 1 Select
4.4 Cross-selling and up-selling

4.5 Contracts N 1 Select

Manage contracts eg proposed and agreed contracts, product / service delivery,
4.5.1 contract additions, amendments, cancellations, renewals N 1 Select
Handle multiple, complex contracts eg service support, maintenance, service

4.5.2 level agreements, rentals, usage, chain store and shared-risk agreements N 1 Select
4.5.3 Multiple service contract types eg onsite consulting, telephone support N 1 Select
4.5.4 Multiple contract types eg time (hours, days), money amount, per incident N 1 Select
4.5.5 Multiple contract quantities eg 500 hours, 20 days N 1 Select
4.5.6 Manage contract approvals N 1 Select
4.5.7 Automatic conversion of winning quotes / bid(s) into customer contract(s) N 1 Select
4.5.8 Copy previous contract facility and amend, save and re-use as required N 1 Select
4.6 Order processing N 1 Select
Page: 46 of 96
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
Page: 47 of 96
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
Page: 48 of 96
Vendor
Multiple types of orders handled eg direct draw down, back, forward, repeating
(for recurring shipments), call-off, scheduled / unscheduled blanket orders and
4.6.1 blocks of orders, inventory and non-inventory items, drop shipments N 1 Select
4.6.2 Back to back orders, raising purchase orders based on sales orders N 1 Select
4.6.3 Back to back works orders N 1 Select
4.6.4 Single or multiple 'order books' each with own order number series N 1 Select
4.6.5 Each order book related to own inventory location N 1 Select
4.6.6 Multiple order priorities N 1 Select
4.6.7 Automatically generate sales orders from quotations N 1 Select
Rapid conversion of partial / whole quotation into order, plus rapid handling of
4.6.8 call off orders N 1 Select
Automatically change the relation type to customer, on converting a quotation
4.6.9 to a sales order (if not already a customer) N 1 Select
4.7 Sales daybooks

4.8 Fulfilling orders

4.9 Product configuration

4.10 Delivery
Page: 49 of 96
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
Page: 50 of 96
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
Page: 51 of 96
Vendor
4.11 Customer portal
4.12 Integration with website / shopping carts

4.13 Customer self service access to sales orders

4.14 Sales order data exported to e-commerce website

4.15 Website product catalogue

4.16 Sales order data imported from e-commerce website

4.17 e-commerce payments

4.18 Cash sales and trade counter

4.19 Customer returns / RMA (Return Merchandise Authorisation)

4.20 Sales order documentation
Page: 52 of 96
Vendor
4.21 Sales order analytics and reports

Top Sub Total - Sales Order Processing
5 INVOICING
6 CUSTOMER SUPPORT
6.1 Account and contact management
6.2 Support management N 1 Select

6.2.1 Strategic and tactical service planning N 1 Select
6.2.2 Resource / agent planning and management N 1 Select
6.2.3 Service administration N 1 Select
6.2.4 Support single and multi tiered service operations N 1 Select
6.2.5 Manage in-house or external repairs N 1 Select
6.2.6 Facilitate customer support staff collaborating to resolve issues N 1 Select
6.2.7 Facilitate global support with: N 1 Select
6.2.7.1 - multiple global support locations / centres N 1 Select
6.2.7.2 - local and global time zone settings N 1 Select
6.2.7.3 - multi lingual capabilities N 1 Select
Synchronise support activities, contacts and calendar information with personal
6.2.8 information managers eg Outlook N 1 Select
6.3 Case management N 1 Select
Page: 53 of 96
0 39 39 39 39 39 39 39 39
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
Page: 54 of 96
39.00 39.00 78.00 -39.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
Page: 55 of 96
Vendor
6.3.1 Receive customer support requests from multiple channels N 1 Select
Segment support requests based on user defined criteria eg by product
6.3.2 categories, customer type, service level, skills required N 1 Select
Multiple assignment rules to automatically transfer the issue to the correct
6.3.3 support staff N 1 Select
Multiple automated processes for resolving issues, for different support

6.3.4 situations eg with different product lines, or different service level agreements N 1 Select
6.3.5 Create and monitor service / support plans N 1 Select
6.3.6 Schedule tasks and delegate actions to others, to resolve requests / issues N 1 Select
6.3.7 Track the status of customer support requests N 1 Select
6.3.8 Maintain full case history, previous support issues and customer interactions N 1 Select
6.4 Ticket management N 1 Select
6.4.1 Quick ticket creation N 1 Select
Create tickets with information from customer phone calls, emails, online web
6.4.2 forms N 1 Select
6.4.3 Unlimited free format text for problem description / nature of the issue N 1 Select
6.4.4 Configurable problem areas, categories, issues N 1 Select
6.4.5 Multiple problem statuses eg assigned, in process, closed N 1 Select
6.4.6 Multiple urgency or priority levels eg high, medium, low N 1 Select
6.4.7 Flexible queue management N 1 Select
6.5 Ticket escalation

Page: 56 of 96
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
Page: 57 of 96
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
Page: 58 of 96
Vendor
6.6 Product returns
6.7 Defect tracking

6.8 Quality and change requests

6.9 Product tracking

6.10 Knowledgebase
6.11 Knowledgebase of common product / defect problems and solutions

6.12 Knowledgebase of common procedural problems and solutions

6.13 Quick search

6.14 Problem / issue capture via web forms

6.15 Support portal
Page: 59 of 96
Vendor
6.16 Customer support alerts

6.17 Customer support analytics and reports

6.18 Additional integrated links, with:

Top Sub Total - Customer Support
7 FIELD AND SERVICE MANAGEMENT

8 CONTACT CENTRE
9 ADVANCED ANALYTICS & BUSINESS INTELLIGENCE

10 COMMON REQUIREMENTS ACROSS ALL MODULES

10.1 Workflow N 1 Select
10.1.1 Process design tools N 1 Select
10.1.1.1 Graphical flowchart tool N 1 Select
10.1.1.2 Drag and drop process designer N 1 Select
Page: 60 of 96
0 29 29 29 29 29 29 29 29
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
Page: 61 of 96
29.00 29.00 58.00 -29.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
Page: 62 of 96
Vendor
10.1.1.3 Workflow wizards N 1 Select
10.1.1.4 Point and click features N 1 Select
10.1.1.5 Separate modelling / test environment N 1 Select
10.1.2 Web forms
10.1.3 Process definition
10.1.4 Routing rules
10.1.5 Scheduling
10.1.6 Triggers
10.1.7 Monitoring and reporting
10.2 Alerts N 1 Select
10.2.1 Use within any part of the CRM system including monitored external data N 1 Select
Configurable, event-based analytic agents that automatically detect problems,
10.2.2 threats or opportunities N 1 Select
User defined alerts set up to monitor user data changes, incoming emails, other
business applications, database and operating system changes that could affect
10.2.3 the CRM system N 1 Select
10.2.4 Unlimited number of events / conditions N 1 Select
Automatically trigger events (when change detected) eg send message, activate
10.2.5 other applications or business processes to resolve issues N 1 Select
Page: 63 of 96
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
Page: 64 of 96
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
Page: 65 of 96
Vendor
10.3 Social Media N 1 Select

10.3.1 Social Networks N 1 Select
Enable real-time communications via CRM software and social networks
10.3.1.1 including: N 1 Select
10.3.1.1.1 - enterprise social networking N 1 Select
10.3.1.1.2 - conversations / instant messaging, with individuals, groups, forums N 1 Select
- collaboration and sharing information eg file sharing, records, photos, images,
10.3.1.1.3 videos N 1 Select
10.3.1.1.4 - monitoring items of interest / social mentions / social listening N 1 Select
10.3.1.1.5 - event calendar N 1 Select
10.3.1.1.6 - scheduling and posting updates, news, comments, links N 1 Select
10.3.1.1.7 - trigger events / social insights N 1 Select
10.3.2 Social media market research
10.3.3 Social media marketing N 1 Select
10.3.3.1 Support multiple marketing campaigns, across multiple social media channels N 1 Select
10.3.3.2 Customise marketing campaigns with Apps N 1 Select
10.3.4 Customer support via social media
10.3.5 Social media analytics N 1 Select
Track fan engagement / social engagement across multiple social media
10.3.5.1 channels N 1 Select
10.3.5.2 Identify most active fans, key influencers, trends N 1 Select
10.3.5.3 Drill down to view comments, tweets, mentions N 1 Select
Page: 66 of 96
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1
Page: 67 of 96
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%

1.00 1.00 2.00 -1.00 -50%
1.00 1.00 2.00 -1.00 -50%
Page: 68 of 96
Vendor
10.3.5.4 Social analytic tools eg Klout Score, Kred, Peek Analytics N 1 Select
10.4 ESS (employee self service)

10.5 MSS (manager self service)

10.6 Employee portal

10.7 Euro / European Monetary Union

10.8 Multi company, currency and lingual capability

10.9 Legislation, regulation and taxation

10.10 Enquiry
10.11 Reporting
10.12 Documentation and forms
Page: 69 of 96
1 1 1 1 1 1 1 1
Page: 70 of 96
1.00 1.00 2.00 -1.00 -50%
Page: 71 of 96
Vendor
10.13 Integration
10.14 Building links to other systems

Top Sub Total - Common Requirements Across All Modules
11 SYSTEMS OPERATIONS
12 TECHNOLOGY REQUIREMENTS
13 SOFTWARE / SYSTEM SUPPORT AND SERVICES

Page: 72 of 96
0 31 31 31 31 31 31 31 31
Page: 73 of 96
31.00 31.00 62.00 -31.00 -50%
Page: 74 of 96
Vendor
COST DATA (In the full template, Cost Data is located in row 4000)
Top Cost Data excluded from this sample
ANALYSIS (In the full template, Analysis is located in row 4110)

Sample Vendor Response data -
for illustration purposes only.
(Calculations disabled)
VENDOR RESPONSE ANALYSIS
Response Description - The requirement is: Count
YES Met and supported in the current standard version of software 2900
CUS Met with some customisations eg screen configuration, report writer or query 330
TPS Met / supported via third party software (already integrated with the standard software) 50
FR Available in a future release, with a known release date or version number 25
MOD A modification (chargeable) eg enhancement, development or source code change 5
UD Under development - a future release (free) with no known release date 5
NA Not available / not supported 5
Page: 75 of 96
e Vendor Response data -

stration purposes only.
ations disabled)
Percentage %
87.3%
9.9%
1.5%
0.8%
0.2%
0.2%
0.2%
Page: 76 of 96
Vendor
The vendor should have selected one of the above options and the count should be NIL. If
Select there are any counts of 'select' the vendor has not answered all the questions. 0
Total 3320
Control total (should equal 'Total' above - if not, there is an error) 3320
Cost Comparison
Software purchase
SaaS / rental
Implementation services
Enhancements / modifications
Maintenance / support
Other charges (purchase)
Other charges (SaaS)
Estimated total vendor costs
Sample Cost-Score Ratios - for

illustration purposes only.
Page: 77 of 96
0.0%
100.0%
Sample Cost Comparison - for
Source of costs Option: Purchase Purchase SaaS SaaS

Time: 3 years 5 years 3 years 5 years
Costs $ Costs $ Costs $ Costs $
Sub total of quoted costs from above 140000 140000

Estimated costs from above 168000 280000
Sub total of quoted costs from above 40000 40000 40000 40000
Estimated costs from above 63000 105000
Total costs 263000 305000 230000 342000
Cost-Score ratio Option: Purchase Purchase SaaS SaaS

(Also called price-quality ratio or lowest cost quotient) Time: 3 years 5 years 3 years 5 years
Total costs - from above 263000 305000 230000 342000
Page: 78 of 96
Sample Cost-Score Ratios - forVendor
Page: 79 of 96
Total evaluated weighted scores - from below 20609.00 20609.00 20609.00 20609.00
Ratios (total costs/evaluated weighted Samp

scores) 12.76 14.80 11.16 16.59 Modu
purpo
Should be as low as possible disab
SUMMARY OF SCORES - BY MODULE
Market Research
Marketing
Sales
Sales order processing
Invoicing
Customer Support
Field and service management
Contact Centre
Advanced analytics and business intelligence
Common requirements across all modules
Systems operations
Technology requirements
Software / system support and services
Total
Progress of evaluator scoring -
completed scorings - for
Page: 80 of 96
Sample Summary of Scores by

Module - for illustration
purposes only. (Calculations
disabled)
Average Evaluated Target Difference Difference

Score WS WS WS WS %
230.00 660.00 582.00 78.00 13%

822.00 2376.00 2122.00 254.00 12%
1199.00 3465.00 3074.00 391.00 13%
1021.00 2706.00 2216.00 490.00 22%
202.00 523.00 423.00 100.00 24%
403.00 1145.00 1109.00 36.00 3%
432.00 1253.00 1197.00 56.00 5%
361.00 999.00 965.00 34.00 4%
478.00 1377.00 1045.00 332.00 32%
981.00 2423.00 2321.00 102.00 4%
443.00 1253.00 1190.00 63.00 5%
662.00 1913.00 1719.00 194.00 11%
191.00 516.00 554.00 -38.00 -7%
7425.00 20609.00 18517.00 2092.00 11%
Page: 81 of 96
Vendor Response Comments Costs $ of evaluator
Progress Score scoringScore
- Score Score Score Score Score Score
completed scorings - for
Track progress of evaluator scoring Evaluator 1 Evaluator 2 Evaluator 3 Evaluator 4 Evaluator 5 Evaluator 6 Evaluator 7 Evaluator 8
- completed scorings Number of Number of Number of Number of Number of Number of Number of Number of Number of
Scorings Scorings Scorings Scorings Scorings Scorings Scorings Scorings Scorings
Required Completed Completed Completed Completed Completed Completed Completed Completed
Market Research 101 101 101 101 101 101 101 101 101
Marketing 363 363 363 363 363 363 363 363 340
Sales 531 531 531 531 531 531 531 531 525
Sales Order Processing 415 415 415 415 415 415 415 410 409
Invoicing 79 79 79 79 79 79 79 79 0
Customer Support 194 194 194 194 194 194 194 194 194
Field and Service Management 207 207 207 207 207 207 207 207 207
Contact Centre 175 175 175 175 175 175 175 175 170
Advanced Analytics and Business Intelligence 179 179 179 179 179 179 179 140 160
Common Requirements Across All Modules 466 466 466 466 466 466 460 460 450
Systems Operations 210 210 210 210 210 210 210 210 210
Technology Requirements 298 298 298 291 292 297 295 295 295
Software / System Support and Services 102 102 102 102 102 102 102 102 102
Total 3320 3320 3320 3313 3314 3319 3311 3267 3163
Key
Page: 82 of 96
Vendor
Progress of evaluator scoring -

outstanding scorings - for illustration
purposes only.
Top
Page: 83 of 96
Green tick = completed the required number of scorings
Amber warning = a few scorings still to do
Red cross = many outstanding scorings
Track progress of evaluator scoring Evaluator 1 Evaluator 2 Evaluator 3 Evaluator 4 Evaluator 5 Evaluator 6 Evaluator 7 Evaluator 8
- outstanding scorings Number of Number of Number of Number of Number of Number of Number of Number of Number of
Scorings Scorings Scorings Scorings Scorings Scorings Scorings Scorings Scorings
Outstanding Outstanding Outstanding Outstanding Outstanding Outstanding Outstanding Outstanding Outstanding
Market Research 0 0 0 0 0 0 0 0 0
Marketing 23 0 0 0 0 0 0 0 23
Sales 6 0 0 0 0 0 0 0 6
Sales Order Processing 11 0 0 0 0 0 0 5 6
Invoicing 79 0 0 0 0 0 0 0 79
Customer Support 0 0 0 0 0 0 0 0 0
Field and Service Management 0 0 0 0 0 0 0 0 0
Contact Centre 5 0 0 0 0 0 0 0 5
Advanced Analytics and Business Intelligence 58 0 0 0 0 0 0 39 19
Common Requirements Across All Modules 28 0 0 0 0 0 6 6 16

Systems Operations 0 0 0 0 0 0 0 0 0
Technology Requirements 23 0 0 7 6 1 3 3 3
Software / System Support and Services 0 0 0 0 0 0 0 0 0
Total 233 0 0 7 6 1 9 53 157
Page: 84 of 96
Vendor

or to buy a copy,
Page: 85 of 96
SAMPLE CHARTS - comparing your evaluations of vendor RFP responses
Images of the sample charts are below.
In the full product, the Charts are contained within a separate, linked Template.
The Charts Template - Professional Version contains 35 charts (Essentials Version contains 29 charts)
Comparison of Evaluated Weighted Scores - Summary Com
Chart shows which vendor has the highest overall score (provides the optimum functionality) - Cha
in this example: Vendor B (in green). the
Page: 86 of 96
Comparison of Evaluated Weighted Scores - Summary (excluding Vendor Totals)
Chart shows similar results to the previous chart. However, by excluding the totals, the scores for
the individual modules/sections can be more clearly seen.
Page: 87 of 96
Comparison of Evaluated Weighted Scores - Summary Com
Chart shows which vendor has the highest overall score (provides the optimum functionality) - Cha
in this example: Vendor B (in green). the
Comparison of How Vendors Meet Your Requirements
Chart on the left shows how the vendors responded to your requirements, after selecting
response options from the drop down menu.
The chart on the right analyses the responses into meeting your requirements now, in the
future, may meet or not meeting your requirements. (In this example, Vendor B meets more
requirements now than the other vendors).
Page: 88 of 96
Comparison of Evaluated Weighted Scores - Summary (excluding Vendor Totals)
the individual modules/sections can be more clearly seen.
Page: 89 of 96
The chart on the right analyses the responses into meeting your requirements now, in the
future, may meet or not meeting your requirements. (In this example, Vendor B meets more
requirements now than the other vendors).
Comparison of Vendor Costs - over 3 years - Purchase vs SaaS/rental options Com
Charts compare indicative vendor costs for each option. In these examples, Vendor B has the Cha
lowest costs for both options compared with the other vendors. Over 3 years, SaaS/rental is low
less than purchase. tha
Page: 90 of 96
Comparison of Vendor Costs - over 5 years - Purchase vs SaaS/rental options
Charts compare indicative vendor costs for each option. In these examples, Vendor B has the
lowest costs for both options compared with the other vendors. Over 5 years, purchase is less
than SaaS/rental.
Page: 91 of 96
Comparison of Cost-Score Ratios - Purchase vs SaaS - over 3 vs 5 years
Chart compares total costs divided by total evaluated weighted scores. The lowest cost-score
ratio for each time period indicates the best option. In this example, over 3 years, Vendor B
has the lowest cost-score ratio for the SaaS option, whilst over 5 years, Vendor B has the
lowest cost-score ratio for the purchase option.
Page: 92 of 96
Chart compares total costs divided by total evaluated weighted scores. The lowest cost-score
ratio for each time period indicates the best option. In this example, over 3 years, Vendor B
has the lowest cost-score ratio for the SaaS option, whilst over 5 years, Vendor B has the
lowest cost-score ratio for the purchase option.
Comparison of Evaluated Weighted Scores - Marketing Module Com

Chart shows which vendor has the highest score (provides the optimum functionality) - for the Cha
Marketing Module (in this example: Vendor B green bar). the
Page: 93 of 96
Comparison of Evaluated Weighted Scores - Marketing Module (excluding Vendor Totals)
the individual marketing module components can be more clearly seen.
Page: 94 of 96
Comparison of Evaluated Weighted Scores - Marketing Module Com
Chart shows which vendor has the highest score (provides the optimum functionality) - for the Cha
Marketing Module (in this example: Vendor B green bar). the
Plus charts similar to above 'Comparing Evaluated Weighted Scores' both including and
excluding vendor totals, for all other modules within the RFI/RFP Template.

or to buy a copy,
Page: 95 of 96
Comparison of Evaluated Weighted Scores - Marketing Module (excluding Vendor Totals)
the individual marketing module components can be more clearly seen.
Page: 96 of 96

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SAMPLE

Customer Relationship Management (CRM) Software

This sample template comprises the following worksheets:

NB: the full product (available in zip file) contains:

click the link below:

For the Professional Version

1.1 Market research management

2.1 Campaign management

3.1 Sales strategies

4 SALES ORDER PROCESSING

4.1 Proposal management

5.1 Invoice types and methods

6.1 Account and contact management

7 FIELD AND SERVICE MANAGEMENT *

7.1 Mobile field support access

8.1 Omnichannel, multi-role contact centres

9.1 Analytical system

10 COMMON REQUIREMENTS ACROSS ALL MODULES

12.1 Application software

13 SOFTWARE / SYSTEM SUPPORT AND SERVICES

13.1 Sources of support

(*) Modules not included within the Essentials Version

For more information about the 'CRM Software RFI/RFP Template'

click the link below:

Columns B, C, D & E for your system requirements

Columns F,G & H for vendor response to your requirements

Extra Evaluator 1 Evaluator 2 Evaluator 3 Evaluator 4 Evaluator 5 Evaluator 6 Evaluator 7 Evaluator 8

mns F,G & H for vendor response to your requirements

Columns J to AF for your evaluation of the vendor response

Sample Vendor Responses (drop down

2.2 Marketing campaign planning

2.3 Campaign list generation

2.4 Personalised campaigns

2.5 Campaign execution

Standard Software AA V1103 3 3 2 2 2 2 2 2

Standard Software AA V1103 3 3 3 3 3 3 3 3

Standard Software AA V1103 2 2 2 2 2 2 1 1

Standard Software AA V1103 2 2 2 2 2 2 2 1

Sample Average Scores, Sample Difference WS %, with

2.25 6.75 6.00 0.75 13%

3.00 9.00 6.00 3.00 50%

1.75 5.25 6.00 -0.75 -13%

1.88 5.63 6.00 -0.38 -6%

2.6 Best practices

2.7 Campaign project and task management

2.8 Email marketing

2.9 Email marketing process

2.11 Loyalty programs

2.13 Direct mail marketing

2.14 Event marketing Y 3 YES

Standard Software AA V1103 3 3 2 2 2 2 2 2

2.25 6.75 6.00 0.75 13%

Support sales activities between manufacturers, resellers / retailers and

Standard Software AA V1103 3 3 3 3 3 3 3 2

Standard Software AA V1103 3 3 3 2 2 2 2 2

Standard Software AA V1103 3 2 2 2 2 2 2 2

Standard Software AA V1103 3 3 3 2 2 2 2 2

2.88 8.63 6.00 2.63 44%

2.38 7.13 6.00 1.13 19%