An ideal CRM software for the company should include:
FUNCTIONALITY: An ideal CRM software should have excessive functionality and have the functions which are incorporated in the software. The software should perform the functions as needed by the organization and according to the vendor claims. The software should offer the following System wide and CRM functions .
Market Research:
1Multiple types of market research information to be supported
2Multiple types of market intelligence to be supported
3Survey or questionnaires which are web bases or off-line.
4tracking of competition.
Marketing:
4designing and planning of marketing campaign
5generation of prospect / campaign list
6campaigns which are personalized
7management and execution of campaign
8campaign project
9management of task
10multiple marketing methods to be supported
11tracking of revenue and budget
12tracking of real-time campaign response
Sales:
13strategy for sales
14management of territory
15configuration of the account
16information about contacts
17automation of contact management
183rd party contact management systems integration
19integration of telesales and computer telephone
20planning and sales forecasting and business
21requests of multimedia reference library and literature
22customer solution to be designed
23incentives and commissions on sales
24process scripts on sales
Customer support:
25Management of account and contact, activity, contract
26ticket management and escalation process
27returns and tracking of product
28tracking of defect
29requests for change in quality
Field support : management of account, contract, warranty, service, problem resolution and solution, service parts ,repair , mobile parts. Etc
Contact centre: Contact centers should have multiple role, communication techniques, Internet and management of email response.
System-wide functionality:
The system should be e-crm, functional for employees, manger. It should be euro compliant and can be adjusted to multi company , currency and country, windows versions. It should be be totally 'open system' .The programming language that is use should be common. The system should be totally integrated with other systems .The other systems should be linked. The system should have a wide scope and be flexible.
RELIABILITY - Ideal CRM software should have reliability, consistent and predictable performance, and able to provide internal systems controls. The CRM Transaction should maintain full records, support manual control procedures, and be able to offer system security, back up facilities, restore facilities.
MANAGEMENT INFORMATION - Ideal CRM software must possess capability of enquiry which is full online and drill around/ down capability, Multiple search facilities, Multiple select facilities, Standard reports / system enquiries, Interactive graphics, Reporting across modules, E-reporting.
Business intelligence tools such as OLAP and data mining.
Advanced analytics and business intelligence such as pre-built configurable applications, analyses, alerts and reports
COST
An ideal CRM Software should be low cost or have the cost which is less than the budgeted.
The annual cost for support and maintenance should be reasonable