# CRM Evaluation Checklist

**SoftwareGlimpse** · Updated 15 Aug 2026  
**Type:** CHECKLIST · **Stage:** EVALUATE  
**JTBD:** Run the same evidence-based checks on every shortlisted CRM during demos and trials.

> Evaluate every CRM against the same real-world tests. Capture evidence — mark Pass / Partial / Fail / Not tested.

## How to use

1. **Define** — Confirm must-haves in the CRM Requirements Template first.
2. **Shortlist** — Use CRM Finder or your existing longlist (typically 2–4).
3. **Run the same checks** — Identical scenarios in every demo/trial.
4. **Capture evidence** — Screenshots, docs, written answers.
5. **Score separately** — Transfer results to the Vendor Scorecard.
6. **Decide** — Compare fit, risk, and cost together.

## Result key

| Result | Meaning |
| --- | --- |
| Pass | Fully meets with evidence |
| Partial | Meets with limits (edition, workaround) |
| Fail | Does not meet a required check |
| Not tested | No evidence yet — do not invent a Pass |

## Evidence that counts

- Observed in trial or buyer-led demo
- Official product documentation
- Written vendor response
- Pricing or edition confirmation in writing

## Evidence that does not count

- Sales slide alone
- Marketplace logo alone
- Roadmap promises
- Assumptions without a test

## Checklist

### 1. Core workflow fit

| # | Check item | Why it matters | Required? | Test / Scenario | Result | Evidence | Notes |
| --- | --- | --- | --- | --- | --- | --- | --- |
| 1.1 | Pipeline stage model matches our process | Comparable sales workflow | Must-have | Create a deal; move through your named stages | | | |
| 1.2 | Owner + next-step rules enforceable | Prevents unowned/stale pipeline | Must-have | Assign owner + dated next step | | | |
| 1.3 | Required fields on objects | Data quality / reporting | Must-have | Create contact/account/deal with required fields | | | |
| 1.4 | Activity logging | Daily adoption | Must-have | Non-admin logs email/call/note on contact + deal | | | |
| 1.5 | Mobile access covers day-to-day work | Field usage | Nice-to-have | Update stage/owner + log activity on mobile | | | |

### 2. User experience & adoption

| # | Check item | Why it matters | Required? | Test / Scenario | Result | Evidence | Notes |
| --- | --- | --- | --- | --- | --- | --- | --- |
| 2.1 | Daily rep workflow is tolerable | Adoption | Must-have | Time non-admin create contact/deal/next step/activity | | | |
| 2.2 | Navigation & search find records quickly | Trust in system of record | Must-have | Find contact + related deals in under a minute | | | |
| 2.3 | Learning curve acceptable | Training cost | Nice-to-have | First-time user completes shared script | | | |

### 3. Communication (email & calendar)

| # | Check item | Why it matters | Required? | Test / Scenario | Result | Evidence | Notes |
| --- | --- | --- | --- | --- | --- | --- | --- |
| 3.1 | Email sync direction meets requirement | Inbox/CRM alignment | Must-have | Non-admin mailbox logging/sync | | | |
| 3.2 | Calendar / meeting logging works | Meetings on records | Nice-to-have | Associate meeting with contact/deal | | | |
| 3.3 | Non-admin email/calendar test completed | Real seller usability | Must-have | Seller completes smoke test + files evidence | | | |

### 4. Automation

| # | Check item | Why it matters | Required? | Test / Scenario | Result | Evidence | Notes |
| --- | --- | --- | --- | --- | --- | --- | --- |
| 4.1 | Assignment / ownership automation | Routing accuracy | Nice-to-have | Simple assignment rule if in scope | | | |
| 4.2 | Workflow / notification for stuck deals | Pipeline hygiene | Nice-to-have | Overdue next-step notification (or edition gate) | | | |
| 4.3 | Lead routing (high-volume inbound) | Maintainable ownership | Nice-to-have | Rules/queues task — or N/A | | | |

### 5. Reporting & forecasting

| # | Check item | Why it matters | Required? | Test / Scenario | Result | Evidence | Notes |
| --- | --- | --- | --- | --- | --- | --- | --- |
| 5.1 | Pipeline visibility & dashboards | Status at a glance | Must-have | Open board; filter by owner; find stuck deal | | | |
| 5.2 | Forecast accuracy options available | Reliable forecasts | Nice-to-have | Open forecast view or document edition gate | | | |
| 5.3 | Custom reports build cleanly | Unique questions | Nice-to-have | Build/edit one real weekly report | | | |

### 6. Integrations & extensibility

| # | Check item | Why it matters | Required? | Test / Scenario | Result | Evidence | Notes |
| --- | --- | --- | --- | --- | --- | --- | --- |
| 6.1 | Critical integrations smoke-tested | Sync debt | Must-have | Trial each day-one must-have integration | | | |
| 6.2 | API / webhooks available if required | Custom/middleware path | Nice-to-have | Confirm on quoted edition | | | |
| 6.3 | Marketplace / extensibility for known gaps | Credible gap coverage | Nice-to-have | Native / app / integration path with evidence | | | |

### 7. Security & administration (light gates)

| # | Check item | Why it matters | Required? | Test / Scenario | Result | Evidence | Notes |
| --- | --- | --- | --- | --- | --- | --- | --- |
| 7.1 | Roles & permissions cover seller vs admin | Least privilege | Must-have | Seller cannot do admin-only actions | | | |
| 7.2 | SSO need confirmed | Identity gate | Nice-to-have | Availability on quoted edition or deferral | | | |
| 7.3 | Admin effort estimate discussed | Ongoing ownership cost | Must-have | Named owner + hours/week estimate | | | |

> Deep diligence → [CRM Security Checklist](https://softwareglimpse.com/resources/crm-security-checklist/)

### 8. Data & portability

| # | Check item | Why it matters | Required? | Test / Scenario | Result | Evidence | Notes |
| --- | --- | --- | --- | --- | --- | --- | --- |
| 8.1 | Import path for contacts/deals works | Trial + migration risk | Must-have | Import sample pack or document limits | | | |
| 8.2 | Export of contacts, deals, and activities confirmed | Exit option | Must-have | Docs or written vendor answer | | | |
| 8.3 | Custom fields & duplicate handling | Model flexibility | Nice-to-have | Add custom field; review merge/detect | | | |

### 9. Commercial fit

| # | Check item | Why it matters | Required? | Test / Scenario | Result | Evidence | Notes |
| --- | --- | --- | --- | --- | --- | --- | --- |
| 9.1 | Required edition covers must-haves | Edition locks are hard gates | Must-have | Map must-haves to base / higher / add-on | | | |
| 9.2 | Seat / license model understood | Who needs a paid seat | Must-have | Document seat types for roles | | | |
| 9.3 | Add-ons and usage limits noted | Hidden cost/caps | Nice-to-have | List limits affecting day-one must-haves | | | |

### 10. Evidence & outcome

| # | Check item | Why it matters | Required? | Test / Scenario | Result | Evidence | Notes |
| --- | --- | --- | --- | --- | --- | --- | --- |
| 10.1 | Evidence filed for every Pass/Partial/Fail | Comparable results | Must-have | Attach proof for each non–Not-tested result | | | |
| 10.2 | Same-day result capture completed | Reduce bias | Must-have | Fill results before next vendor session | | | |
| 10.3 | Follow-ups and transfer to scorecard listed | Open questions tracked | Must-have | List follow-ups; copy to Vendor Scorecard | | | |

## Related journey

1. [CRM Requirements Template](https://softwareglimpse.com/resources/crm-requirements-template/)
2. **CRM Evaluation Checklist** (this resource)
3. [CRM Vendor Scorecard](https://softwareglimpse.com/resources/crm-vendor-scorecard/)
4. [CRM Business Case Template](https://softwareglimpse.com/resources/crm-business-case-template/)
5. [CRM Implementation Checklist](https://softwareglimpse.com/resources/crm-implementation-checklist/)

## Related tools

- [CRM Finder](https://softwareglimpse.com/tools/crm-finder/)
- [Vendor Scorecard tool](https://softwareglimpse.com/tools/crm-vendor-scorecard/)
- [Requirements Builder](https://softwareglimpse.com/tools/crm-requirements-builder/?start=1)
- [CRM Cost Calculator](https://softwareglimpse.com/tools/crm-cost-calculator/)

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Source: https://softwareglimpse.com/resources/crm-evaluation-checklist/