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

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

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

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

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