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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 CRM 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: 1 Multiple types of market research information to be supported 2 Multiple types of market intelligence to be supported 3 Survey or questionnaires which are web bases or off-line. 4 tracking of competition. Marketing: 4 designing and planning of marketing campaign 5 generation of prospect / campaign list 6 campaigns which are personalized 7 management and execution of campaign 8 campaign project 9 management of task 10 multiple marketing methods to be supported 11 tracking of revenue and budget 12 tracking of real-time campaign response Sales: 13 strategy for sales 14 management of territory 15 configuration of the account 16 information about contacts 17 automation of contact management 18 3rd party contact management systems integration 19 integration of telesales and computer telephone 20 planning and sales forecasting and business 21 requests of multimedia reference library and literature 22 customer solution to be designed 23 incentives and commissions on sales 24 process scripts on sales Customer support: 25 Management of account and contact, activity, contract 26 ticket management and escalation process 27 returns and tracking of product 28 tracking of defect 29 requests 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
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