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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 2
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 3
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 4
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 5
CRM Feature List
Features Explanation
Priority
Link tasks to (one or more) contacts,deals, opportunities, cases
Assign ownership and view ownershipstatus
History
Date and person making the change
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 6
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 7
CRM Feature List
Features Explanation
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
Date and person making the change
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 8
CRM Feature List
Features Explanation
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)
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 9
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 10
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 11
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 12
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 13
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 14
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 15
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 16
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 17
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 18
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 19
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 20
CRM Feature List
Features Explanation
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
The CRM Matrix
Evaluating suspects, prospects and also-ran CRM Systems
© 2014 Perry Norgarb and Michael BrittonPage 21
CRM Feature List
Features Explanation
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