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The CRM Matrix

Evaluating suspects, prospects and also-ran CRM Systems

© 2014 Perry Norgarb and Michael BrittonPage 1

CRM Feature List

Features Explanation

Sign up

Free trial

Free forever plan

Free trial period

Free trial limitations Limit on number of users, or features

Dashboard(s)/Homepage

Real time summary of all businessactivities

Review and manage your priorities of theday

Search

Saved searches Save a search term to use it timeand again

Communicate with your colleagues

View your company's organigram Hierarchal organizational chart

All unread correspondence & item updatesat a glance

Create new items & enter data on-the-fly

RSS Feeds module Syndicated content from within thesystem

Drag-and-drop widgets for every module To customize the dashboard

Quick links to bookmarks, help resources

Custom fields Add/remove, edit custom fields asper your business requirements

Important upcoming tasks

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CRM Feature List


View your department and companydirectory

Contact management

Quick link to add new contact

Multiple criteria used to create list for mailmerge

Mass import/export In different formats e.g. CSV, vCard,Excel spreadsheet

Automatic match-up feature To prevent identical company records

Mass update noting all clients that wereupdated

Multiple addresses per contact

Identify potential duplicates for newcontact

Sync contacts with other apps and devices e.g. with your blackberry orsmartphone

Audit trail Users who accessed the record, andchanges they made

Date and person making the change

Address verification based on postal codetables

Unlimited follow-ups with contact

Unlimited notes per contact withdate/time stamp

Search for embedded text in notes

Two steps to delete contact Click del and confirm

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CRM Feature List


Internet lead capture Via opt-in forms

Advanced Search

Access contact's social media profiles(Facebook, Twitter, LinkedIn, Google+)

History of the contact

Tags

Group contacts

Add contacts through wizard

Automatically merge contacts and theircompany's info

Send email to contacts from the contactsmenu directly

Send text messages from the contactsmenu

Video/Audio Calling

Chat with contact through the system

Receive emails In dropbox or via integration withPOP3 email service

Categorize

View and assign ownership of the contact

View/Set time zone of the contact

Filter contacts by time zone

Source Where you found the contact

Referrer

Contact's headshot

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Convert contacts into leads or customers

Contact identifier A unique number for each contact

Link files/documents To your contacts

View contact with its company's fulldetails

Mark favorite contacts

Add personal contacts

Convert personal contacts into businesscontacts

Create complex relationships

Manage organizational hierarchies

Merge, delete, archive contacts

View contacts geo locations On Google Maps

Share contact info with other elementusers

Unlimited custom fields Add/remove, edit custom fields asper your business requirements

Task Management

Quick link to add new task

Unique task number

Auto extend deadline

Status Not started, In progress, Completed,Deffered, etc

Completion percentage

Task type

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Priority

Link tasks to (one or more) contacts,deals, opportunities, cases

Assign ownership and view ownershipstatus

History


Tags

Auto integration with built-in calendar

Start date and End date

Track time

Reminder emails for upcoming tasks

Categories task depending on the priority

Sort tasks based on a criteria

Update multiple tasks

Tracking of tasks

Recurring tasks

Notes

Simultaneous reminders

Discussion threads/comments on tasks

Create and manage events, meetings andcalls

Sales Force Automation

Import/Export leads

Lead capturing from opt-in forms

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CRM Feature List


Lead capturing from contact forms

Lead capturing from email messages

Lead capturing from social media sites

Lead capturing from Google Maps

Automatically add new leads asdeals/opportunities

Automatic follow up

Lead Conversion Mapping

Account & Contact Management

Opportunity Management

Quote Generation

Setup custom sales stages and salesinformation

Categories leads

Sales pipeline Track visual sales funnels as leadprogresses

Qualify leads, set custom stages & status

Assign & Collaborate on leads

Manage products & sales catalogue

Input custom fields into sales leads

Convert leads directly into projects,quotes, or estimates

Manage sales actions, schedule follow ups

Group tasks, files, expenses, & otheritems with leads

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Tags

Lead source Web opt-in form, email, cold call etc.

Notes and background

Next action

Record of communication with the deal

Custom fields Add/remove, edit custom fields asper your business requirements

Assign leads to users

Link documents with the leads

Predicted close date

Actual close date


Article list

Partner management

Registration of quotations

Company management

Quick link to add new company

Company description

Company type

Mass import/export (in different formats)

Parent company

Mass update noting all records that wereupdated

Multiple addresses, contacts per company

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Annual revenue of the company

Industry

Audit trial Date and person making the changes

Unlimited notes per company withdate/time stamp

Search for embedded text in notes

Two steps delete companies

Advanced Search

History of the company

Tags

Group companies

Automatically merge companies and theircontacts' info

Categorize

View and assign ownership of thecompany

View/Set time zone of the company

Filter companies by time zone

Link files/documents

View company's geo locations On Google Maps

Unlimited custom fields Add/remove, edit custom fields asper your business requirements

Key contact(s)

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Customer Support

Customer can log trouble ticket

Integrated support tickets

Manually add a ticket When an issue is reported offline e.g.via landline

Knowledge base Articles

Support statistics

Email notifications to the relevantcustomer and/or team members

Custom URL for the customer supportportal

Where customers can log tickets

Assign/escalate tickets to relevantusers/departments

Status of the ticket

Feedback by customer after the ticked isclosed

Prioritize tickets

Convert trouble tickets into cases To use in knowledge base for otherusers

Sales quotes/estimates, invoices andbilling

Create estimates

Email estimates directly from system

Convert estimates to PDF and download

Create invoices

Email invoices directly from system

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Convert invoices to PDF and download

Add your account details to the invoices toget paid instantly

E.g. PayPal, Mastercard

Save standard terms and conditions forinvoices

Bill projects by milestones, timesheets, orcustom fixed pricing models

Record of previous bills

Automated invoice reminders

Marketing management

Email marketing

Auto responders

Mail merge Produce multiplemessages/documents from a singletemplate

Email templates

Export email addresses of leads andclients for email marketing campaigns

Online lead capturing forms

Mailing lists

Tags

Use saved views To create email lists based onlocation, purchase history, customtags etc.

A/B split testing for email campaigns

Import subscribers

Manually add subscribers

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SMS campaigns Send text messages to your contactscell phones

Print campaigns Print campaigns customized withCRM data and mail by post

Voice call campaigns Via landline or VoIP services

Call scheduling

Built in reports on results of marketingcampaigns

Custom reports

Customer reports on results of marketingcampaigns

Survey forms

Create survey forms

Embed survey forms into your web/blog

Send forms via email campaigns

Add custom field to survey forms

Receive and analyze the results by surveyforms

Document management

Shared document storage space Limited or unlimited

Create folder & subfolder tree directories

Upload documents

Edit, save documents online

Link documents to the leads, contacts,companies etc.

Drag and drop personal, department and

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company documents.

Email documents with one click

Set categories and ratings to eachdocument

Check out documents for editing

Index previous versions of files

View documents associated with otherelements of the CRM

Classify Documents as Public or Private Set access permission

Share Word, Excel, PDF and otherdocuments

Keep up-to-date with new documentversions

Bulk file upload

Integrate with document storage services e.g. Google Docs

Project management

Add projects using the Project SetupWizard

Attach projects to products, contacts, orcompanies

View and manage real-time projects

Manage, track and update task progressstatus

Add nested projects and sub-project

Order/manage products required for tasks

Develop and edit project and task budgets

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Generate detailed task and project reports

Add project notes stamped with a dateand time

Export project dates to external calendars e.g. iCal, Google Calendar

Create custom categories to define projectinformation

Create project and task templates

Set project preferences and project types

Approve and manage submitted projects

Set project priority level

Create and manage private projects

Manage people associated with eachproject

Attach documents to projects

Manage project issues and features

Manage basic billing associated withprojects

Send internal project messages

Create filters to view only the relevantprojects or project info

Create reusable templates

Duplicate projects To use the same project in future

Bill projects By milestones, timesheets, orcustom fixed pricing models

Add custom project fields

Options to collaborate with your

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consumers

Discussion threads, email alerts onprojects

Workflow rules to automate projects

Use projects as cases

Inventory Management

Products Catalog

Price Books

Sales Orders

Invoices

Auto alerts if you run low on any item

Order new items from the system

Store and easily edit product details

Add and manage payment terms

Set product and purchase orderpreferences

Create, print and email purchase orders

Manage purchase order approval process

Monitor, reorder and receive inventoryand make inventory adjustments

Create custom categories to defineproducts

Store and edit vendor and manufacturer'sinformation

Create product components formanufactured items

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Associate labor items with products orcomponents

View and manage projects associated withproducts

Store issues and feature requestsassociated with product

Security & data backup management

Profiles Authenticated by different emails orother accounts e.g. Google, orFacebook

Roles CEO, Manager, Sales rep, CustomerCare rep

Organization-level Sharing Model

Organization-level Field Access

Encryption (i.e. SSL 3.0/TLS 1.0)

VeriSign certificates

Daily data backup

Time management

Timesheet

Time tracker

Convert timesheet into invoices

Log time for each project

Send the timesheet to customer

Add comments/Notes

Export timesheets

Calendar management

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Day view With upcoming tasks/eventhighlighted

Week view With upcoming tasks/eventhighlighted

Month view With upcoming tasks/eventhighlighted

Share calendar with team members

View team's calendar Only managerial staff

Present an event summary when mousehovered over a cell

Add new entries from the calendar

View all activities in a filterable calendarview

Drag-and-set interface

Mark private, share with groups, orspecific people

Set recurring events with reminders

Sync with iCal, Google Cal, & Others

Reporting & analytics

Built-in reports

Custom reports

Real-Time Dashboard Reports

All Fields Report Builder

Scheduled Reports

Report Publishing & Audience

User Activity Reports

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Sales Quota Report

Flash Animated Graphs

Multiple sales reports (pipeline, closes,leads, etc.)

Match reports against timesheet data forinsight into productivity

User Defined Screen Views

User Saved Reports

Sales Forecast Reports

Customer Web Portal Usage

Knowledge Base Usage Report

Key metrics Certain indicators that define a set ofvalues used to measure against

Report folders

Dashboards for sales force automation

Admin/Setup

Configure preferences

Manage employees and assign accesspermissions

Manage your Contractor's information

View your organizational chart

Define your company information anddepartments

Manage company locations and resources

Set tax jurisdictions

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Schedule and manage company calendarevents

Create employee roles and set bill andpay rates

Monitor company usage of storage spacewithin Elements

Review and manage detailed billingassociated with Elements

Profile Settings

Setup/Update organization

Ownership Transfer Rules

Update login e.g. change email address orpassword

User preferences

Set unavailable time

Set availability by region

Setup extended fields

Transfer record ownership

Customize email content

Limited configuration features

Limited configuration of user rights

Workflows

Third party analysis software

Data exchange with external users via own Local Area Network orInternet

Define backup rules

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Add/remove users

Define roles of users

Multiple currency support

Support for metric (square meters,hectares) and US units (square feet,acres)

Recent history

White label settings

Localization

Personalize (i.e. add custom logo, headeretc.)

Setup social accounts

Add email signatures

Set/Manage accounting options

Automation

Canned responses

Calendar sharing & calendarsynchronization

Integration

API (Application Programming Interface) For integrating CRM modules withany third-party applications

Integration with social media sites E.g. Twitter, Facebook, LinkedIn,Google Plus

Integration with file storage systems E.g. Zoho, Google Drive (GoogleDocs)

Integration with online apps E.g. Google Apps

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Integration with POP3 email services E.g. Gmail, Outlook

Integration with email newsletter services E.g. MailChimp, Aweber, ConstantContact

Integration with data syncing systems E.g. Zapier

Integration with VoIP services E.g. Vonage

Integration with Landline phones

Integration with calendars E.g. iCal, Google Calendar

Integration with video conferncingsoftware

E.g. Skype

Integration with online forms E.g. Wufoo, Formstack, SurveyMonkey

Integration with telephone E.g. Twilio, Cisco Jabber

Integration with Invoicing/Finance E.g. Freshbooks, Kashflow,Freeagent, BusinessVision,QuickBooks

Integration with help portals E.g. Zendesk, Freshdesk, Helpscout

Integration with launch websites E.g. LaunchRock, Prefinery,Kickooflabs

Integration with notetaking/archivingsystems

E.g. Evernote

Integration with live chat portals E.g. Olark, Snap Engage

Integration with HR sysems E.g. Connect

Integration with analytics E.g. Google Analytics, Omniture,Webtrends

Price

Plan based on number of users

Plan based on premium features

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CRM Feature List


Ideal for

Solopreneurs Single users

Small teams

Small businesses

Medium businesses

Fortune 500 companies

Small businesses and medium businesses

Small businesses, medium businesses andFortune 500 Companies