| | | Score | Rating | Comments | Score | Rating | Comments | Score | Rating | Comments |
| | 256 | | | | | | | | | |
1 | Vendor Requirements | 7 | | | | | | | | | |
1.1 | Financial stability | 1 | | | | | | | | | |
1.2 | Customer references | 1 | | | | | | | | | |
1.3 | Geographical presence: sales and post-sales support | 1 | | | | | | | | | |
1.4 | Business model. ASP/licensed? | 1 | | | | | | | | | |
1.5 | Technical vision | 1 | 1 | | | | | | | | |
1.6 | Business vision | 1 | | 1 | | | | | | | |
1.7 | Customer focus | 1 | | | | | | | | | |
| | | | | | | | | | | |
2 | Technical Requirements | 15 | | | | | | | | | |
2.1 | Technical platform | 5 | | | | | | | | | |
2.1.1 | Compatible hardware | 1 | | | | | | | | | |
2.1.2. | Compatible OS | 1 | | | | | | | | | |
2.1.3 | Compatible database | 1 | | | | | | | | | |
2.1.4 | Compatible web server | 1 | | | | | | | | | |
2.1.5 | Thin or thick client | 1 | | | | | | | | | |
2.2. | Scalability | 2 | | | | | | | | | |
2.2.1 | User load and distribution | 1 | | | | | | | | | |
2.2.2 | 3- tier architecture | 1 | | | | | | | | | |
2.3 | Availability | 2 | | | | | | | | | |
2.3.1 | High-availability features | 1 | | | | | | | | | |
2.3.2 | Backup and recovery requirements | 1 | | | | | | | | | |
2.4 | Integration | 3 | | | | | | | | | |
2.4.1 | Required integrations | 1 | | | | | | | | | |
2.4.2 | Standard API | 1 | | | | | | | | | |
2.4.3 | Fully exposed data model | 1 | | | | | | | | | |
2.5 | Development environment | 3 | | | | | | | | | |
2.5.1 | Customization depth required/power of customization tool | 1 | | | | | | | | | |
2.5.2 | Standard script/programming language | 1 | | | | | | | | | |
2.5.3 | Support for migrating customizations to production | 1 | | | | | | | | | |
| | | | | | | | | | | |
3 | Functional Requirements | 203 | | | | | | | | | |
3.1 | Cross-functional requirements | 139 | | | | | | | | | |
3.1.1 | Phone integration | 4 | | | | | | | | | |
3.1.1.1 | Screen pops | 1 | | | | | | | | | |
3.1.1.2 | Entitlement checking | 1 | | | | | | | | | |
3.1.1.3 | Outbound dialing | 1 | | | | | | | | | |
3.1.1.4 | Support of specific phone switch | 1 | | | | | | | | | |
3.1.2 | E-mail support | 16 | | | | | | | | | |
3.1.2.1 | E-mail integration | 7 | | | | | | | | | |
| Logging of outbound e- mails | 1 | | | | | | | | | |
| Link to corporate e-mail system | 1 | | | | | | | | | |
| Tag outbound e-mails | 1 | | | | | | | | | |
| Bulk outbound e-mails | 1 | | | | | | | | | |
| Automatic load of incoming e-mail | 1 | | | | | | | | | |
| Automatic processing of incoming e-mails | 1 | | | | | | | | | |
| Firewall compatibility requirements | 1 | | | | | | | | | |
3.1.2.2 | E-mail processing | 5 | | | | | | | | | |
| Automatic acknowledgements on e-mails | 1 | | | | | | | | | |
| Routing of incoming e-mails | 1 | | | | | | | | | |
| Canned response templates | 1 | | | | | | | | | |
| Automatic response suggestions | 1 | | | | | | | | | |
| Automatic responses | 1 | | | | | | | | | |
3.1.2.3 | E-mail utilities | 4 | | | | | | | | | |
| Spell checking | 1 | | | | | | | | | |
| Supported formats | 1 | | | | | | | | | |
| E-mail templates | 1 | | | | | | | | | |
| Attachments (inbound/outbound) | 1 | | | | | | | | | |
3.1.3 | Customer portal | 24 | | | | | | | | | |
3.1.3.1 | Knowledge base | 2 | | | | | | | | | |
| KB access from portal | 1 | | | | | | | | | |
| Search capabilities from portal | 1 | | | | | | | | | |
3.1.3.2 | Authentication and security | 5 | | | | | | | | | |
| Authentication required? | 1 | | | | | | | | | |
| Link to existing scheme? | 1 | | | | | | | | | |
| Signup control (self/manual) | 1 | | | | | | | | | |
| Authentication scheme | 1 | | | | | | | | | |
| Flexible permission scheme, e.g., for partners | 1 | | | | | | | | | |
3.1.3.3 | Personalization | 2 | | | | | | | | | |
| Required? | 1 | | | | | | | | | |
| Types of personalization | 1 | | | | | | | | | |
3.1.3.4 | E-commerce | 3 | | | | | | | | | |
| Online shopping | 1 | | | | | | | | | |
| Online order taking | 1 | | | | | | | | | |
| Integrations required | 1 | | | | | | | | | |
3.1.3.5 | Order tracking | 3 | | | | | | | | | |
| Online order tracking | 1 | | | | | | | | | |
| Integrations required | 1 | | | | | | | | | |
| Online order modification | 1 | | | | | | | | | |
3.1.3.6 | Service/support case entry | 1 | | | | | | | | | |
3.1.3.7 | Online case management | 5 | | | | | | | | | |
| Online viewing of existing cases | 1 | | | | | | | | | |
| Management of confidential information | 1 | | | | | | | | | |
| Adding comments | 1 | | | | | | | | | |
| Closing cases | 1 | | | | | | | | | |
| Reopening cases | 1 | | | | | | | | | |
3.1.3.8 | Customer forums | 3 | | | | | | | | | |
| Required? | 1 | | | | | | | | | |
| Monitoring requirements | 1 | | | | | | | | | |
| User moderators? | 1 | | | | | | | | | |
3.1.4 | Wireless support | 8 | | | | | | | | | |
3.1.4.1 | Supported devices and protocols | 1 | | | | | | | | | |
3.1.4.2 | Wireless messaging | 2 | | | | | | | | | |
| Outbound alerts | 1 | | | | | | | | | |
| Inbound messages | 1 | | | | | | | | | |
3.1.4.3 | Wireless real-time access | 3 | | | | | | | | | |
| Required? | 1 | | | | | | | | | |
| Essential subset for function | 1 | | | | | | | | | |
| Customization required | 1 | | | | | | | | | |
3.1.4.4 | Data synchronization | 2 | | | | | | | | | |
| Downloads to device | 1 | | | | | | | | | |
| Upload changes? | 1 | | | | | | | | | |
3.1.5 | Chat support | 9 | | | | | | | | | |
3.1.5.1 | Integrated chat support or link? | 1 | | | | | | | | | |
3.1.5.2 | Chat environment | 6 | | | | | | | | | |
| Response templates | 1 | | | | | | | | | |
| Control of window size | 1 | | | | | | | | | |
| Restrict chat access to certain pages | 1 | | | | | | | | | |
| Chat works on all types of pages | 1 | | | | | | | | | |
| Firewall compatibility and requirements | 1 | | | | | | | | | |
| Records of chat communications | 1 | | | | | | | | | |
3.1.5.3 | Advanced features | 2 | | | | | | | | | |
| Push pages to customers | 1 | | | | | | | | | |
| Browser control | 1 | | | | | | | | | |
3.1.6 | VoIP | 2 | | | | | | | | | |
3.1.6.1 | Inbound/outbound? | 1 | | | | | | | | | |
3.1.6.2 | Compatibility with standards | 1 | | | | | | | | | |
3.1.7 | Multichannel support | 2 | | | | | | | | | |
3.1.7.1 | Consistent experience | 1 | | | | | | | | | |
3.1.7.2 | Universal queuing and logic | 1 | | | | | | | | | |
3.1.8 | Customer database | 11 | | | | | | | | | |
3.1.8.1 | Comprehensive records | 3 | | | | | | | | | |
| Consumers/corporate customers? | 1 | | | | | | | | | |
| Multiple corporate contacts | 1 | | | | | | | | | |
| Special customer relationships, e.g., reseller/end-user | 1 | | | | | | | | | |
3.1.8.2 | Custom fields | 3 | | | | | | | | | |
| Fields required | 1 | | | | | | | | | |
| Restrictions on creation, deletion | 1 | | | | | | | | | |
| Ease of creation/changes | 1 | | | | | | | | | |
3.1.8.3 | Link between databases | 3 | | | | | | | | | |
| Customer master | 1 | | | | | | | | | |
| Synchronization requirements | 1 | | | | | | | | | |
| Data cleansing | 1 | | | | | | | | | |
3.1.8.4 | Customer history | 2 | | | | | | | | | |
| Records needed | 1 | | | | | | | | | |
| Synchronization requirements | 1 | | | | | | | | | |
3.1.9 | Employee database | 4 | | | | | | | | | |
3.1.9.1 | Records needed | 1 | | | | | | | | | |
3.1.9.2 | Concept of organizational hierarchy | 1 | | | | | | | | | |
3.1.9.3 | Synchronization requirements | 1 | | | | | | | | | |
3.1.9.4 | Permissions | 1 | | | | | | | | | |
3.1.10 | Knowledge management | 42 | | | | | | | | | |
3.1.10.1 | Document creation | 8 | | | | | | | | | |
| Required in tool? | 1 | | | | | | | | | |
| Easy process | 1 | | | | | | | | | |
| Migrate CRM objects to documents? | 1 | | | | | | | | | |
| Spell checking | 1 | | | | | | | | | |
| Document templates | 1 | | | | | | | | | |
| Custom document attributes | 1 | | | | | | | | | |
| Document formats | 1 | | | | | | | | | |
| New documents available on the spot | 1 | | | | | | | | | |
3.1.10.2 | Heterogeneous knowledge bases | 4 | | | | | | | | | |
| Migrating documents to the knowledge base | 1 | | | | | | | | | |
| Searching on external documents | 1 | | | | | | | | | |
| Supported formats | 1 | | | | | | | | | |
| Attachments support | 1 | | | | | | | | | |
3.1.10.3 | Knowledge creation workflow | 5 | | | | | | | | | |
| Custom document statuses | 1 | | | | | | | | | |
| Permission-based reviews | 1 | | | | | | | | | |
| Support for review queues | 1 | | | | | | | | | |
| Review alerts | 1 | | | | | | | | | |
| Adding review steps | 1 | | | | | | | | | |
3.1.10.4 | Document maintenance | 2 | | | | | | | | | |
| Expiration date | 1 | | | | | | | | | |
| Document categories ”how many levels? | 1 | | | | | | | | | |
3.1.10.5 | History trail | 1 | | | | | | | | | |
3.1.10.6 | Self-learning features | 4 | | | | | | | | | |
| Popularity rankings | 1 | | | | | | | | | |
| User ratings | 1 | | | | | | | | | |
| Report failed searches | 1 | | | | | | | | | |
| Flagging errors | 1 | | | | | | | | | |
3.1.10.7 | Search capabilities | 7 | | | | | | | | | |
| FAQ | 1 | | | | | | | | | |
| Tree-based search | 1 | | | | | | | | | |
| Full text search | 1 | | | | | | | | | |
| Searching on document attributes | 1 | | | | | | | | | |
| Natural language queries | 1 | | | | | | | | | |
| Case-based reasoning | 1 | | | | | | | | | |
| Refining existing searches | 1 | | | | | | | | | |
3.1.10.8 | Leveraged searches | 2 | | | | | | | | | |
| Automatic suggestions | 1 | | | | | | | | | |
| Linking documents with other objects | 1 | | | | | | | | | |
3.1.10.9 | Permissions and authorizations | 5 | | | | | | | | | |
| Group profiles | 1 | | | | | | | | | |
| Combine group profiles | 1 | | | | | | | | | |
| Individual profiles | 1 | | | | | | | | | |
| Permissions on documents or categories? | 1 | | | | | | | | | |
| Permissions for internal/external users | 1 | | | | | | | | | |
3.1.10.10 | Subscriptions and alerts | 4 | | | | | | | | | |
| Send alerts to uses | 1 | | | | | | | | | |
| Alerts to subgroups of users | 1 | | | | | | | | | |
| Users subscriptions to documents | 1 | | | | | | | | | |
| Users subscriptions to categories | 1 | | | | | | | | | |
3.1.11 | Metrics | 12 | | | | | | | | | |
3.1.11.1 | Data availability | 2 | | | | | | | | | |
| Required fields | 1 | | | | | | | | | |
| Reporting against custom fields | 1 | | | | | | | | | |
3.1.11.2 | Customizable templates | 3 | | | | | | | | | |
| Key reports | 1 | | | | | | | | | |
| Graph templates | 1 | | | | | | | | | |
| Time-based report templates | 1 | | | | | | | | | |
3.1.11.3 | Report creation tools | 2 | | | | | | | | | |
| Easy to use tools | 1 | | | | | | | | | |
| Integration to external report writers | 1 | | | | | | | | | |
3.1.11.4 | Report distribution system | 5 | | | | | | | | | |
| Self-service subscriptions | 1 | | | | | | | | | |
| Output formats | 1 | | | | | | | | | |
| Dump to spreadsheets | 1 | | | | | | | | | |
| Link to data warehousing system | 1 | | | | | | | | | |
| Impact of reporting on system | 1 | | | | | | | | | |
3.1.12 | Internationalization | 5 | | | | | | | | | |
3.1.12.1 | Language support | 2 | | | | | | | | | |
| For data entry | 1 | | | | | | | | | |
| Sort order | 1 | | | | | | | | | |
3.1.12.2 | Foreign currency support | 1 | | | | | | | | | |
3.1.12.3 | Interface localization | 1 | | | | | | | | | |
3.1.12.4 | Time zones | 1 | | | | | | | | | |
3.2 | Marketing automation | 12 | | | | | | | | | |
3.2.1 | Campaign design | 3 | | | | | | | | | |
3.2.1.1 | Easy to use for a business user? | 1 | | | | | | | | | |
3.2.1.1 | Support promotion codes | 1 | | | | | | | | | |
3.2.1.3 | Dynamic campaigns | 1 | | | | | | | | | |
3.2.2 | Customer targeting | 3 | | | | | | | | | |
3.2.2.1 | Query universe | 1 | | | | | | | | | |
3.2.2.2 | Permission-based marketing | 1 | | | | | | | | | |
3.2.2.3 | Automatic opt-in/ opt-out | 1 | | | | | | | | | |
3.2.3 | Campaign delivery | 4 | | | | | | | | | |
3.2.3.1 | Recurring campaigns | 1 | | | | | | | | | |
3.2.3.2 | Multi-step campaigns | 1 | | | | | | | | | |
3.2.3.3 | Event-triggered campaigns | 1 | | | | | | | | | |
3.2.3.4 | E-mail and phone-based campaigns | 1 | | | | | | | | | |
3.2.4 | Campaign analysis | 1 | | | | | | | | | |
3.2.5 | Lead distribution | 1 | | | | | | | | | |
3.3 | Sales Tracking | 24 | | | | | | | | | |
3.3.1 | Opportunity management | 5 | | | | | | | | | |
3.3.1.1 | End-to-end tracking | 1 | | | | | | | | | |
3.3.1.2 | Track products | 1 | | | | | | | | | |
3.3.1.3 | Track milestones | 1 | | | | | | | | | |
3.3.1.4 | Track competitors | 1 | | | | | | | | | |
3.3.1.5 | Deal routing | 1 | | | | | | | | | |
3.3.2 | Contact management | 9 | | | | | | | | | |
3.3.2.1 | Track all interactions | 1 | | | | | | | | | |
3.3.2.2 | Schedule appointments | 1 | | | | | | | | | |
3.3.2.3 | Manage to-do items | 1 | | | | | | | | | |
3.3.2.4 | Supports sales methodology | 1 | | | | | | | | | |
3.3.2.5 | Collaboration | 1 | | | | | | | | | |
3.3.2.6 | Presentation creation | 1 | | | | | | | | | |
3.3.2.7 | Proposal generation | 1 | | | | | | | | | |
3.3.2.8 | Proposal template | 1 | | | | | | | | | |
3.3.2.9 | Expense reports | 1 | | | | | | | | | |
3.3.3 | Marketing encyclopedia | 1 | | | | | | | | | |
3.3.4 | Quoting | 4 | | | | | | | | | |
3.3.4.1 | Quote creation | 1 | | | | | | | | | |
3.3.4.2 | Approval workflow | 1 | | | | | | | | | |
3.3.4.3 | Pricing tool | 1 | | | | | | | | | |
3.3.4.4 | Configurator | 1 | | | | | | | | | |
3.3.5 | Account management | 1 | | | | | | | | | |
3.3.6. | Forecasting tools | 1 | | | | | | | | | |
3.3.7 | Disconnected usage | 3 | | | | | | | | | |
3.3.7.1 | Synchronization | 1 | | | | | | | | | |
3.3.7.2 | Ability to download/upload selected data | 1 | | | | | | | | | |
3.3.7.3 | Functionality in disconnected mode | 1 | | | | | | | | | |
3.4 | Support Tracking | 28 | | | | | | | | | |
3.4.1 | Flexible case attributes | 2 | | | | | | | | | |
3.4.1.1 | Custom values | 1 | | | | | | | | | |
3.4.1.2 | Custom fields | 1 | | | | | | | | | |
3.4.2 | Case creation and entitlement | 4 | | | | | | | | | |
3.4.2.1 | Easy/quick case creation | 1 | | | | | | | | | |
3.4.2.2 | Case packs | 1 | | | | | | | | | |
3.4.2.3 | Annual contracts | 1 | | | | | | | | | |
3.4.2.4 | Support multiple entitlement strategies | 1 | | | | | | | | | |
3.4.3 | Routing, rules, and alerts | 6 | | | | | | | | | |
3.4.3.1 | Single-criteria routing | 1 | | | | | | | | | |
3.4.3.2 | Multi-criteria routing | 1 | | | | | | | | | |
3.4.3.3 | Automatic (forced) assignments | 1 | | | | | | | | | |
3.4.3.4 | Alert on screen/e-mail/pager | 1 | | | | | | | | | |
3.4.3.5 | Escalations | 1 | | | | | | | | | |
3.4.3.6 | Easy-to-use rule engine | 1 | | | | | | | | | |
3.4.4 | Workflow support | 4 | | | | | | | | | |
3.4.4.1 | Special case statuses | 1 | | | | | | | | | |
3.4.4.2 | Full workflow support | 1 | | | | | | | | | |
3.4.4.3 | Powerful and flexible workflow engine | 1 | | | | | | | | | |
3.4.4.4 | Business users can modify workflow | 1 | | | | | | | | | |
3.4.5 | Defect and enhancement tracking | 2 | | | | | | | | | |
3.4.5.1 | Functionality in the tool | 1 | | | | | | | | | |
3.4.5.2 | Integration with other systems | 1 | | | | | | | | | |
3.4.6 | History trail | 1 | | | | | | | | | |
3.4.7 | Collaboration and escalation | 4 | | | | | | | | | |
3.4.7.1 | Automatic and user-controlled escalations | 1 | | | | | | | | | |
3.4.7.2 | Asking for collaborators | 1 | | | | | | | | | |
3.4.7.3 | Record collaboration | 1 | | | | | | | | | |
3.4.7.4 | Make collaboration visible to customers | 1 | | | | | | | | | |
3.4.8 | Field service | 2 | | | | | | | | | |
3.4.8.1 | Disconnected usage | 1 | | | | | | | | | |
3.4.8.2 | Wireless usage | 1 | | | | | | | | | |
3.4.9 | Customer satisfaction surveys | 3 | | | | | | | | | |
3.4.9.1 | Transaction-based | 1 | | | | | | | | | |
3.4.9.2 | Sampling mechanism | 1 | | | | | | | | | |
3.4.9.3 | Opt-out | 1 | | | | | | | | | |
| | | | | | | | | | | |
4 | Implementation and Maintenance Requirements | 22 | | | | | | | | | |
4.1 | Time | 2 | | | | | | | | | |
4.1.1 | Maximum allowable | 1 | | | | | | | | | |
4.1.2 | Phased implementation | 1 | | | | | | | | | |
4.2 | Implementation assistance | 7 | | | | | | | | | |
4.2.1 | Vendor | 1 | | | | | | | | | |
4.2.2 | Third-parties | 1 | | | | | | | | | |
4.2.3 | Certified partners | 1 | | | | | | | | | |
4.2.4 | Waiting period | 1 | | | | | | | | | |
4.2.5 | Training for administrators | 1 | | | | | | | | | |
4.2.6 | Training for programmers | 1 | | | | | | | | | |
4.2.7 | Training for end-users | 1 | | | | | | | | | |
4.3 | Maintenance policies | 4 | | | | | | | | | |
4.3.1 | Length of support for old releases | 1 | | | | | | | | | |
4.3.2 | Certifications on new O/S | 1 | | | | | | | | | |
4.3.3 | Certifications on new DB versions | 1 | | | | | | | | | |
4.3.4 | Warranty period | 1 | | | | | | | | | |
4.4 | Support programs | 5 | | | | | | | | | |
4.4.1 | Support hours | 1 | | | | | | | | | |
4.4.2 | SLA | 1 | | | | | | | | | |
4.4.3 | Availability of patches | 1 | | | | | | | | | |
4.4.4 | Technical knowledge base | 1 | | | | | | | | | |
4.4.5 | Ceilings on fee increases | 1 | | | | | | | | | |
4.5 | Long- term tool maintenance | 4 | | | | | | | | | |
4.5.1 | Tasks that can be handled by business users | 1 | | | | | | | | | |
4.5.2 | Friendly user interfaces | 1 | | | | | | | | | |
4.5.3 | Customization tools | 1 | | | | | | | | | |
4.5.4 | Easy upgrades | 1 | | | | | | | | | |
| | | | | | | | | | | |
5 | Budget | 9 | | | | | | | | | |
5.1 | Initial costs | 3 | | | | | | | | | |
5.1.1 | License | 1 | | | | | | | | | |
5.1.2 | Hardware | 1 | | | | | | | | | |
5.1.3 | Add-on products | 1 | | | | | | | | | |
5.2 | Implementation costs | 3 | | | | | | | | | |
5.2.1. | Integrator | 1 | | | | | | | | | |
5.2.2 | Internal resources | 1 | | | | | | | | | |
5.2.3 | Training | 1 | | | | | | | | | |
5.3 | Maintenance costs | 3 | | | | | | | | | |
5.3.1 | Support fees for associated hardware or software | 1 | | | | | | | | | |
5.3.2 | Internal costs | 1 | | | | | | | | | |
5.3.3 | Costs for add-on purchases | 1 | | | | | | | | | |