Technology Evaluation Centers Inc. Request for Information/Proposal Requirements Research
Instructions
Rating Legend Format
● The top of the RFI tab contains six response columns. ● TEC analysts developed the RFI based on past experience and research into the widest and deepest range of possible requirements. 3RD Response Explanation SUP Supported as delivered "out-of-the-box" MOD Supported via modifications (screen configurations, reports, GUI tailoring, etc) Supported via a third party solution Supported via customization (changes to source code) Will be supported in a future release Not supported 0 to 10, where 10 is most important
Priorities
Must Have = 10 Very Important = 8 Important = 6 Nice to Have = 4 Not Important = 2 No Need = 0 Note this file contains multiple sheets (tabs). This sheet contains instructions only. Click the tabs at the bottom of the window to access the criteria.
CST FUT NS Priority
Mandatory Yes, only for "must-have" factors
RFI Example Vendor Responses
● Complete the RFI worksheet by placing an X in the appropriate column for each criterion. ● The Xs must represent the current state of a product or service. 1 1.1 1.1.1 1.1.1.1 1.1.1.2 1.1.1.3 1.1.1.4 1.1.1.5 1.1.1.6 Hierarchy Module 1 Category of Module 1 Subcategory of Category 1 Criterion 1 Criterion 2 Criterion 3 Criterion 4 Criterion 5 Criterion 6 Criterion
© Technology Evaluation Centers Inc. 2007. This document may only be used for internal purposes. Reproduction and
User Responses
● Use the Priority column to indicate how important a particular criterion or entire group of criteria (module or category) is for your organization. ● The Mandatory column is useful for indicating absolute requirements. Note that a "Yes" would mean a vendor/provider fails if it does not support that criterion or group of criteria. It is often useful to use "No" as the general default response and only change to a "Yes" for an absolutely critical item. Don't forget to indicate your priorities and mandatory requirements for modules, categories, subcategories, and criteria.
RFI Example
Priority (0-10) 8 4 10 1 6 4 10 8 8 Mandatory (Y/N) N N N N Y N N N Y X X X X X X SUP MOD 3RD CST FUT NS
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Technology Evaluation Centers Inc. CRM Criteria Worksheet
Hierarchy 1 1.1 1.1.1 1.1.2 1.1.3 1.1.4 1.1.5 Criterion Sales Force Automation Opportunity Management Pre-configured opportunities home page and data records Quick access to recently created, modified, or viewed opportunity records Pre-configured opportunity list views (opportunity record subsets based on user-defined filter variables) A workflow engine is available to help implement "best practice" opportunity management activities Automatic assignment of probability percent of closing the deal based on the opportunity "Sales Stage" data field value Opportunity data records can be associated with (hyperlinked to) the campaign records that spawned them The total dollar value of an opportunity can be automatically calculated from associated product records Multiple opportunity data record "layouts" can be defined to handle opportunities with different selling processes and data needs People (contact data records) and the "roles" they play in the purchase decision can be associated with (hyperlinked to) an opportunity data record Contract documents can be created using predesigned templates Automatic creation of opportunity history records whenever key opportunity data fields are changed Open and closed (completed) selling activities can be associated with (hyperlinked to) opportunity records Free-form note records can be associated with (hyperlinked to) opportunity records Documents and files can be associated with (hyperlinked to) opportunity records Competitor detail records can be associated with (hyperlinked to) opportunity records Competitor detail records can be associated with (hyperlinked to) the competitor's account and contact data records An opportunity record can be associated with (hyperlinked to) the lead data record that spawned the opportunity
Priority (0-10) Rating Comment SUP MOD 3RD CST
1.1.6
1.1.7
1.1.8
1.1.9
1.1.10 1.1.11 1.1.12 1.1.13 1.1.14 1.1.15 1.1.16
1.1.17
1.1.18
1.1.19 1.1.20 1.1.21 1.1.22 1.1.23 1.1.24
"Just-in-time" data capture that prompts the sales person to collect needed data at appropriate points in the selling process Configurable activity "result" codes capture the result of each sales step A "primary" contact can be designated for each opportunity If the opportunity is "lost" then the competitor who "won" can be designated A "primary" competitor can be designated for each opportunity Configurable "reason won or lost" codes are used to analyze why opportunities were "won" or "lost" Configurable "Sales Stage" data fields are used to track where each opportunity stands in the sales pipeline Support for one or more popular sales methodologies (e.g., Miller Heiman, Customer Centric Selling, etc.) A variety of predesigned opportunity management reports are available for immediate use A variety of predesigned sales reports are available for immediate use Predesigned opportunity-related analytics (charts and graphs) are available for display on dashboards and reports Predesigned sales-related analytics (charts and graphs) are available for display on dashboards and reports Products and Services This category contains 16 criteria below it. Sales Forecasting Management This category contains 12 criteria below it. Sales Lead Management This category contains 20 criteria below it. Account and Contact Management This category contains 47 criteria below it. Activity Management This category contains 23 criteria below it. Territory Management, Team Selling, and Member Reassignment This category contains 11 criteria below it. Contract Management and Creation This category contains 14 criteria below it. Quotes and Proposals This category contains 5 criteria below it.
1.1.25 1.1.26 1.1.27 1.1.28
1.1.29
1.1.30 1.2 1.3 1.4 1.5 1.6
1.7 1.8
1.9
Partner Management
1.10 1.11 1.12 2 2.1 2.1.1 2.1.2 2.1.3 2.1.4 2.1.5 2.1.6 2.1.7 2.1.8 2.1.9 2.1.10 2.1.11 2.1.12
This category contains 27 criteria below it. Sales Process Management This category contains 4 criteria below it. Project and Team Management This category contains 28 criteria below it. Internet Sales This category contains 18 criteria below it. Marketing Automation Campaign Planning Pre-configured campaign home page and data records Pre-configured campaign list views (campaign record subsets based on user-definable filter variables) Campaign data records can be "cloned" for reuse in similar campaigns Budget, organize, and schedule detailed marketing campaigns down to the task level Multitiered marketing campaign event management Users can submit a campaign for approval and execution Automatic download of lead enrichment data from a variety of web sources (e.g., DandB) Marketing event coordination that tracks each event's tasks and resource assignments (timetable) Marketing event expense budgeting and actual cost tracking (versus budget) Tools to create a target customer list (from multiple queries) to support campaigns Mass export of data for use in executing campaigns outside of the CRM software Bulk mail merge process for producing personalized letters, labels, envelopes, etc. from within the CRM solution Automatic generation of required HTML code for use in web lead capture forms Document template management uses data record field codes for personalization Text e-mail template management uses data record field codes for personalization HTML e-mail template management uses data record field codes for personalization Campaign Execution and Management This category contains 13 criteria below it.
2.1.13 2.1.14 2.1.15 2.1.16 2.2
2.3
Lead and List Management
2.4
This category contains 49 criteria below it. Campaign Management
2.5 2.6 3 3.1 3.1.1 3.1.2 3.1.3 3.1.4
3.1.5 3.1.6
3.1.7 3.1.8
3.1.9
This category contains 115 criteria below it. Marketing Resource Management This category contains 53 criteria below it. Collateral and Brand Management This category contains 7 criteria below it. Customer Service and Support Creating New Cases (Service Requests) Pre-configured case (service request) home page and data records Quick access to recently created, modified, or viewed case records Pre-configured case list views (case record subsets based on user-definable filter variables) Multiple case data record "layouts" can be defined to handle cases and service requests with different processes and data needs A workflow engine is available to help implement "best practice" case management activities A mass e-mail function that can be used to send out responses to many people encountering the same problem Solution records can be associated with (hyperlinked to) case records Open and closed (completed) customer service and support activities can be associated with (hyperlinked to) case records Comment and note records can be input into case records
3.1.10 3.1.11 3.1.12
3.1.13 3.1.14 3.1.15
3.1.16
3.1.17
3.1.18
3.1.19 3.1.20
Comments and notes can be kept private or made publicly available via the customer self-service portal Documents and files can be associated with (hyperlinked to) case records A predesigned customer self-service portal is available that allows customers to find their own solutions using the published knowledge base or request services and support over the web New case records can be created by customers directly from a form on the company's web site New case records can be created directly from the content of MS-Outlook e-mails sent by customers When a new case record is created via customer input (using a web form or a self-service portal), an e-mail can be automatically sent to the customer confirming that a new case record has been created A configurable case "status" data field is used to track the status of each case (e.g., new, escalated, on-hold, closed, etc.) Any time a case record is created or updated, a history record (of the change) is automatically created and associated with the case New case records and their status can be automatically made available to customers via a customer self-service portal A variety of predesigned case management reports are available for immediate use Predesigned case-related analytics (charts and graphs) are available for display on dashboards and reports Assigning Cases This category contains 7 criteria below it. Escalating Unresolved Cases This category contains 4 criteria below it. Solving and Closing Cases This category contains 5 criteria below it. Creating and Maintaining a Solutions Knowledge Base This category contains 7 criteria below it. Customer Self-Service Portal This category contains 13 criteria below it. E-Mail Response Management
3.2 3.3 3.4 3.5
3.6 3.7
This category contains 36 criteria below it.
4
Analytics and Reporting
4.1 4.1.1 4.1.2 4.1.3 4.1.4 4.1.5 4.1.6 4.1.7 4.1.8 4.1.9 4.1.10 4.1.11 4.1.12 4.1.13 4.1.14 4.1.15 4.1.16 4.1.17 4.1.18 4.1.19 4.1.20 4.1.21
Analytics Executive-level analytical interface Dashboard view Graphical display of a wide variety of charts and graphs Customer scorecards Customer key performance indicators (KPI) Interactive graphic interface Drill-down capabilities to find root causes Predictive modeling and analytics Real-time cross-sell and up-sell recommendations Data mining capabilities Customer segmentation Customer profiling Text mining capabilities Historical data modeling and analytics Analysis of variance Forecasting capability of resource demands Forecasts demand for products and services Web mining Click stream analysis Regression analysis Decision analysis and decision tree display
4.1.22
Multivariate analysis
4.1.23
Psychometric analysis
4.1.24
Categorical data analysis
4.1.25
Survival analysis
4.1.26 4.1.27 4.1.28 4.1.29 4.1.30 4.1.31 4.1.32
Nonparametric analysis Cluster analysis Promotional analysis Site selection analysis Ad hoc queries Predefined queries An integrated online analytical processing (OLAP) engine
4.1.33
OLAP data warehouse for consolidation of data from multiple sources
4.1.34 4.1.35 4.2
Built-in customization and programmatic support Allow delivery of near real-time operational data store Reporting
5
This category contains 10 criteria below it. Technical Functionality and Support
5.1 5.1.1 5.1.1.1 5.1.1.2 5.1.1.3 5.1.1.4 5.1.1.5 5.1.1.6 5.1.1.7 5.1.1.8 5.1.1.9 5.1.1.10
Business Functionality Reporting 100 percent real-time reporting Predefined report templates covering every area of the CRM solution are available Data filtering can be used to limit the report to only desired information Custom data fields can be added to predefined report templates Data columns can be added or removed from predefined report templates Report data filters can be changed in predefined report templates Charts and graphs can be added to predefined report templates Custom reports can be designed from "scratch" Report output can be displayed in graphic and or chart format Depending on who runs a report, the output is governed by predefined data record and field level access Two predefined subtotal reports covering two periods of time can be compared to see visually how things have changed When designing report templates, users can select the currency that they want to serve as default currency When running a report that's defined a in foreign currency, the report totals are displayed in the user's personal currency CRM Analytics and Dashboards
5.1.1.11
5.1.1.12
5.1.1.13
5.1.2
5.1.3
This category contains 12 criteria below it. Workflow Automation
5.1.4 5.1.5
This category contains 134 criteria below it. Document Management This category contains 6 criteria below it. Internationalization This category contains 50 criteria below it.
5.1.6
Industry Vertical Module Availability
5.2 5.3 5.3.2.7.8
This category contains 72 criteria below it. Technical Functionality This category contains 353 criteria below it. Ongoing CRM Solution Support This category contains 36 criteria below it. Solve application problems within one working day
Worksheet
FUT NS Comment
Description
Partner management is also refered to as partner relationship management (PRM). A partner is someone or an entity that works in association with someone else towards a common goal. PRM includes different tools and strategies to manage the communication between companies and their partners.
The Enterprise Marketing Management (EMM) Knowledge Base research helps determine support levels of various systems that help companies market their services or products effectively and efficiently. EMM tools help manage strategic planning and marketing resources (sometimes referred to as marketing resource management or MRM). This KB also covers rule-based techniques, pattern recognition, and other profiling features.
The Enterprise Marketing Management (EMM) Knowledge Base research helps determine support levels of various systems that help companies market their services or products effectively and efficiently. EMM tools help manage strategic planning and marketing resources (sometimes referred to as marketing resource management or MRM). This KB also covers rule-based techniques, pattern recognition, and other profiling features.
E-mail response management uses web forms and rules based routing to manage inbound emails, which may prompt automatic e-mail confermations and responses. It can further allow for customer data integration and reporting.
Analytics applications use complex rule-based techniques, neural networks, pattern recognition and other profile settings within peer groups to identify certain transactions and set thresholds for what is considered "normal" shopping behavior.
Decision analysis is a structured way of thinking about the impact and result a particular decision will have. A decision tree lists all the possible outcomes in a graphic, like a flow diagram. Multivariate analysis refers to a study in which there are several data, characteristics, or attributes being considered simultaneously. Psychometrics is the field of study concerned with the theory and technique of psychological measurement, which includes the measurement of knowledge, abilities, attitudes, and personality traits. The field is primarily concerned with the study of differences between individuals. Categorical data analysis concerns itself with data that are labels rather than numbers. The label may describe a classification, category, or it may group items of interest. For example, the classification of data concerning the reasons why people bought a particular product might include categories such as colour, price, recommendation, etc.
OLAP is an acronym for online analytical processing. It is an approach used to quickly provide the answer to complex database queries. It is used in business reporting for sales, marketing, management reporting, data mining, and similar areas. Some people have suggested that an alternative and perhaps more descriptive term to describe the concept of OLAP is fast analysis of shared multidimensional information, or FASMI. For instance, a user might begin by looking at North American sales and then drill down on regional sales, then sales by state, and then sales by major metro area. Enables a user to view different perspectives of the same data to facilitate decisionmaking. OLAP is an acronym for online analytical processing. It is an approach used to quickly provide the answer to complex database queries. It is used in business reporting for sales, marketing, management reporting, data mining, and similar areas. Some people have suggested that an alternative and perhaps more descriptive term to describe the concept of OLAP is fast analysis of shared multidimensional information, or FASMI. For instance, a user might begin by looking at North American sales and then drill down on regional sales, then sales by state, and then sales by major metro area. Enables a user to view different perspectives of the same data to facilitate decisionmaking.
The Enterprise Marketing Management (EMM) Knowledge Base research helps determine support levels of various systems that help companies market their services or products effectively and efficiently. EMM tools help manage strategic planning and marketing resources (sometimes referred to as marketing resource management or MRM). This KB also covers rule-based techniques, pattern recognition, and other profiling features.
Analytics applications use complex rule-based techniques, neural networks, pattern recognition, and other profile settings within peer groups to identify certain transactions and set thresholds for what is considered "normal" shopping behavior. Workflow automation provides the comprehensive business process management (BPM) capabilities needed to automate the longlived, multistep business processes common to all modern companies and their value chains.
Industry vertical models are specialized vertical modules that provide out-of-the-box functionality, which matches industry-specific processes.
Unrated Supported Modification Third Party Support Customization Future Release Not Supported