CRM Vendor Evaluation Matrix
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The document evaluates 3 CRM vendors against various business, technical, and functional requirements. Vendor 3 scores highest overall with 82%, followed by Vendor 1 at 62% and Vendor 2 at 59%. Vendor 3 best meets the technical requirements like supporting newer operating systems and databases. However, Vendor 1 and 2 may still be viable options as they meet a majority of the general, contact management, and sales requirements. The matrix provides a comprehensive breakdown of how each vendor stacks up across 168 total criteria.
CRM Vendor Evaluation Matrix
- 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%