10 Must-Have Parameters Before You Buy a CRM

10 Must-Have Parameters Before You Buy a CRM

✅ 1. Business Fit

  • Aligns with your industry (B2B, B2C, service-based, etc.)

  • Suitable for your current business size and team structure

  • Scalable as your business grows

  • Supports your specific sales process (e.g., consultation, quotation, follow-up)

  • Localization options (e.g., currency, language, GST compliance)

  • Compliance with data privacy laws (e.g., GDPR, Indian IT Act)

✅ 2. Core Features

  • Lead and contact management

  • Sales pipeline / deal stage tracking

  • Task, call, and meeting management

  • Centralized activity history (emails, notes, calls)

  • Built-in email integration (send, track, reply)

  • Mobile app with full access to CRM data

  • Custom fields and layouts per module

✅ 3. Automation & Intelligence

  • Workflow automation (auto tasks, emails, alerts)

  • Lead assignment rules and round-robin distribution

  • Sales process control (Blueprint or stages)

  • Lead scoring based on custom criteria

  • AI assistant (e.g., Zia in Zoho CRM) for suggestions, alerts, and analytics

✅ 4. Integration Capabilities

  • Email platforms (Zoho Mail, Gmail, Outlook)

  • Telephony systems (MCube, Exotel, JustCall, Twilio)

  • WhatsApp Business integration

  • Marketing tools (Zoho Campaigns, Facebook, Google Ads)

  • Finance and billing tools (Zoho Books, QuickBooks, Tally)

  • APIs and webhooks for custom integration

  • Integration with other Zoho apps (Desk, Projects, Analytics, Forms)

✅ 5. Reporting & Analytics

  • Customizable dashboards for team or product

  • Funnel reports and conversion metrics

  • Activity-based reports (calls, tasks, emails)

  • Revenue forecasting and deal value reporting

  • Performance comparison by user, product, source

  • Scheduled reports via email (daily/weekly)

✅ 6. Pricing & Licensing

  • Cost per user per month/year

  • Free vs paid features comparison

  • Add-on modules or hidden costs (e.g., for analytics or advanced automation)

  • Setup/implementation costs

  • Upgrade/downgrade flexibility

  • Free trial or pilot access before purchase

✅ 7. Security & User Access

  • Role-based permissions and data visibility

  • Field-level access control

  • Audit logs for tracking activity

  • Two-factor authentication (2FA)

  • Data backup and restore options

  • Compliance with security standards

✅ 8. Usability & Customization

  • Clean and intuitive interface

  • Low learning curve for new users

  • Easy field and layout customization

  • Custom views and filters

  • Multi-device accessibility (desktop + mobile)

  • Visual sales pipeline and Kanban-style boards

✅ 9. Support & Community

  • Availability of customer support (chat, phone, email)

  • Support hours (24×7, business hours, etc.)

  • Onboarding and training resources

  • Help documentation and video tutorials

  • Partner ecosystem for local/advanced help

  • Active user community or forums

✅ 10. Long-Term Fit & Vendor Credibility

  • Product development roadmap and frequency of updates

  • Financial stability and market reputation of vendor

  • Ability to expand across other functions (HR, Finance, Projects)

  • Trusted by businesses similar to yours

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