Published: 07 May 2001
Analyst(s): Gareth Herschel, Tom Berg, Colleen Amuso, Ed Thompson, Wendy S. Close, Beth L. Eisenfeld, Mitchell R. Nitzan
Management Summary Customer relationship management (CRM) is a customer-focused business strategy designed to optimize profitability, revenue and customer satisfaction. To realize CRM, organizations must implement collaborative enterprise processes and technologies that support customer interactions throughout all channels. This report is one of a series and provides a pro forma requirements template for a request for proposal (RFP) for customer service and support (CSS) functionality -- one of the domains of CRM. Enterprises requiring templates of pro forma requirements for sales or marketing should refer to the following companion reports. o "CRM RFP Pro Forma Requirements Templates for Sales" o "CRM RFP Pro Forma Requirements Templates for Marketing" All enterprises pursuing CRM should review the general CRM overall requirements matrix and questionnaire included in "CRM Software Requests for Information and Requests for Proposals." The following material is intended to be a listing of the most commonly requested or desired functionality to support the customer service and support business function. Each enterprise has different needs and business requirements; therefore, not all functionality listed will be important or required for every enterprise. The requirements listing in this report is to be used as a guide. Enterprises should review the desired functionality carefully and tailor their RFP or request for information (RFI) accordingly. In addition, enterprises may need to add functionality capabilities to the listing, as it is not an all-inclusive list and serves as a guide only.
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