INTRO SELECT SHORTLIST

CRM systems come in all shapes and sizes. Each CRM system is suited to unique needs and requirements. On
the basis of functional, technical and other criteria, a selection can be made from the CRM systems available in
the market.

To help you express the right questions to find out what your business really needs, you can use our
questionnaire and check the main topics you have to inquire if you consider a new CRM-system.

The same questionnaire can be completed on our website: www.select-crm.co.uk to compare leading CRM
vendors in the UK. In addition you will receive a free CRM information pack and a customized selection report.

SELECT-CRM QUESTIONNAIRE
Software features

Industry focus
 Manufacturing
 Construction Industries
 Transportation and Logistics
 Wholesale and retail trade
 Finance, Insurance and Real Estate
 Service Industries
 Public Administration

Relationship management
 Recording and updating basic customer details - Recording and updating basic customer details, such as
name and address details, telephone, fax, e-mail, contact persons and company features
 Recording international names and addresses - , International address formats and names can be
registered. These different formats are automatically processed in labels, templates and mailings.
 Searching for customers is possible by all fields in the database - Each field in the database can be used to
find companies and contact persons or to make selections for mailings.
 Import of customer details from external files - Data from external files can be imported.
 Address verification based on postal code tables - New and updated addresses are verified against address
data licensed from national postal authorities to prevent corrupt data.
 Automatic match-up feature preventing identical company records - The automatic match-up feature
prevents identical records from being entered into the database accidentally. For example, match-up
according to Name, Address and Synonym.
 Presentation of organisational structures - Presentation of organisational structures, such as parent-child
customers and organisational charts

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Contact and agenda management
 Contact management - Recording client communications, like telephone calls, visit reports, etc.
 Agenda functionality - Agenda functionality: recorded communications also available in a digital agenda or
‘To Do’ list within the CRM system
 E-mail processing - E-mail processing: incoming and outgoing e-mails are (automatically) linked to the
relevant customer
 One-way synchronisation to Groupware applications such as Outlook and Lotus Notes. - Appointments that
are recorded in the CRM application, including all relevant information, are also available in the groupware
application. Appointments initiated in the groupware application are not automatically linked to the
relevant customer in the CRM system during synchronisation. This must be done manually.
 Full two-way synchronisation with Groupware applications such as Outlook and Lotus Notes. -
Appointments and customers that are recorded in the CRM application, including all relevant information,
are also available in the groupware application. As customer details from the CRM system are known
within the groupware application, appointments initiated in the groupware application are automatically
linked to the relevant customer in the CRM system.

Marketing
 Mail-outs - Mail-outs: target groups can be selected, for which a letter can be compiled with the aid of
‘mail merge’.
 E-mail-outs - E-mail-outs: mail-outs can also be sent via e-mail.
 Campaign management - Campaign management: marketing campaigns are aimed at a target group and
often consist of multiple steps. The application allows you to select the target group, define these steps,
assign staff and manage the result by cost and revenue.
 Telemarketing - Telemarketing: the CRM application has call centre functionality for processing and
management of outgoing sales activities by telephone.
 Internet marketing - Internet marketing: ‘click-behaviour’ and data left behind on the website are
automatically recorded in the CRM application.

Sales
 Registration of quotations - Registration of quotations: Quotation elements such as total amount, scoring
potential and responsible sales representative can be recorded.
 Article list - Article list: Recording and management of product features, prices, etc.
 Generation of quotations - Generation of quotations: Generation of quotations based on products selected
from the article list, additional discounts and pre-defined templates.
 Quotation and turnover data can be consolidated at concern level.
 Order management: Conversion of quotations into orders - Conversion of quotations into orders. Orders
can be updated independent of the original quotation.
 Pipeline analysis - Pipeline analysis: Analysis detailing anticipated profit based on quotations already
issued. Including sub-analyses of, for example, forecasts by region, branch, employee and product.
 Visit and route planning - Visit and route planning: Required frequency of visits and the optimal route are
determined by the CRM application, based on a number of criteria, such as turnover, potential and postal
code.
 Partner management - Partner management: Lead allocation and insight into contribution of partners from
the distribution channel.
 Customer value management - Customer value management: Enables you to assign the costs of sales
activities to individual clients. Coupled with client profit, this provides the actual customer value.

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Service
 Installed base management: Registration and management of products and services purchased by
customers.
 (Service) contract management: Registration and management of service contracts and service levels.
 Registration of complaints: Complaints and settlement of complaints can easily be registered in the
system.
 Service and helpdesk support: Application has call centre functionality in order to process services via all
available communication channels (telephone, e-mail, fax, etc.).
 Service planning: Possibility to assign available staff and resources.

General properties
 Project module - Project module: Module with which projects - and the related contact management - can
be processed and managed.
 Limited configuration features - Limited configuration features: The software can be adapted to suit the
client’s requirements by renaming and adding fields and menus.
 Full configuration features - Full configuration features: The interface and all windows, including
navigation, can be fully adapted to suit the client’s requirements.
 Limited configuration of user rights - Limited configuration of user rights: It is possible to determine by
user (group) which modules or functionalities may/may not be used.
 Full configuration of user rights - Full configuration of user rights: Rights (viewing, adding, changing and
deleting) can be assigned to all fields within the application by user (group).
 Automatic notification and signalling (triggers) - It is possible to include ‘if … then…’ conditions in the
application (i.e. without customisation. Examples of triggers are:
- If the value in the ‘turnover’ field is more than € xxx,xxx, then the value in the ‘client status’ field must
change to ‘A’ status.
- If a new quotation is created for a customer, a follow-up call must be time-tabled into the agenda of the
related employee for two weeks later.
 Workflows - Workflows: It is possible to include a procedure for certain actions within the configuration.
The CRM application will guide the user through this procedure step by step and makes sure that it is
correctly carried out.
 Integrated analysis - Integrated analysis: The software includes an integrated analysis module.
 Third party analysis software - Third party analysis software: The software collaborates with third party
analysis software.
 PDA module - The CRM application is available on PDAs via an in-house PDA module (not via Outlook).
 Windows - Windows: The CRM application is based on Windows technology.
 Web-enabled - Web-enabled: The CRM application is based on Windows technology, but can be made
available via ‘terminal emulation’ through the Internet browser.
 Web-based - Web-based: The CRM application is based on Internet technology and is only available via an
Internet browser
 Multiple language support - The application is available in multiple languages

Data exchange with external users

 Exchange via own Local Area Network - Exchange via own Local Area Network
 Exchange by modem via telephone - Exchange by modem via telephone
 Exchange via Internet - Exchange via Internet
 All document formats can be exchanged - All documents (.doc, .xls, .ppt, etc.) linked to the customer can
be exchanged (if so desired).

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CRM integration with other systems
 Application was developed for Windows - Application was developed for Windows
 Application was developed with Lotus Notes - Application was developed with Lotus Notes
 Application was developed for iSeries (AS400) - Application was developed for iSeries (AS400)
 Application supports Oracle databases - Application supports Oracle databases
 Application supports MS-SQL databases - Application supports MS-SQL databases
 Application supports other or in-house databases - Application supports other or in-house databases
 Application has standard link to MS-Outlook - Application has standard link to MS-Outlook
 Application has standard link to Lotus Notes - Application has standard link to Lotus Notes
 Application has standard link to other Groupware applications - Application has standard link to other
Groupware applications
 Application has standard module to link with certain ERP systems - Application has standard module to link
with certain ERP systems
 Application has a XML module to realize links with other applications - Application has a XML module to
realize links with other applications

Want to know more about how Select CRM can support your exploration of the CRM software market?
WWW.SELECT-CRM.CO.UK

Copyright © Select 2008. All rights reserved.

This White Paper is for information purposes only

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