Functional requirements of Customer Relationship Management (CRM) System with non-functional

Functional Requirements

1. User Management:
   • Role-Based Access Control:
     • Define user roles such as Admin, Sales Representative, Customer Support, and Marketing Manager.
     • Assign permissions based on roles to control access to different modules and data.
   • User Profiles:
     • Allow users to manage their profiles, including contact information, preferences, and notifications.
   • Team Management:
     • Support team creation, management, and role assignments within the CRM.
2. Customer Data Management:
   • Customer Profiles:
     • Create and manage detailed customer profiles, including contact information, communication history, purchase history, and preferences.
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   • Customer Segmentation:
     • Segment customers based on various criteria (e.g., demographics, purchase history, engagement level) for targeted marketing and sales strategies.
   • Customer Interaction Tracking:
     • Log all interactions with customers, including emails, phone calls, meetings, and support tickets.
   • Data Import/Export:
     • Allow importing and exporting customer data in various formats (e.g., CSV, Excel) for analysis or integration with other systems.
3. Sales Management:
   • Lead Management:
     • Capture, track, and manage leads from various sources, including web forms, email campaigns, and social media.
   • Opportunity Management:
     • Track sales opportunities through different stages (e.g., prospecting, negotiation, closing) with status updates and probability scoring.
   • Sales Pipeline:
     • Visualize the sales pipeline to monitor progress and forecast revenue.
   • Quotation and Proposal Management:
     • Generate, send, and track quotations and proposals to prospects.
   • Order and Contract Management:
     • Manage orders and contracts, including tracking order status, delivery dates, and payment terms.
4. Marketing Automation:
   • Campaign Management:
     • Create, launch, and manage marketing campaigns across multiple channels (e.g., email, social media, SMS).
   • Email Marketing:
     • Design and send personalized email campaigns, track open rates, click-through rates, and conversions.
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   • Lead Nurturing:
     • Automate lead nurturing processes with drip email campaigns and targeted content.
   • Segmentation and Targeting:
     • Segment the audience for personalized marketing efforts based on customer data.
5. Customer Support and Service Management:
   • Ticket Management:
     • Allow customers to raise support tickets through various channels (e.g., email, phone, web portal).
   • Case Management:
     • Track, manage, and resolve customer issues, with escalation paths and SLA tracking.
   • Knowledge Base:
     • Provide a self-service portal with FAQs, articles, and guides for common customer issues.
   • Live Chat Integration:
     • Integrate live chat functionality to assist customers in real-time.
6. Reporting and Analytics:
   • Dashboard:
     • Provide customizable dashboards with real-time data on sales, customer interactions, support tickets, and marketing campaigns.
   • Sales Analytics:
     • Track sales performance metrics such as revenue, lead conversion rates, and sales cycle length.
   • Customer Analytics:
     • Analyze customer behavior, preferences, and lifetime value to guide business decisions.
   • Marketing Analytics:
     • Measure the effectiveness of marketing campaigns, including ROI, customer acquisition cost, and campaign performance.
   • Custom Reports:
     • Allow users to generate custom reports based on selected criteria and export them in various formats (e.g., PDF, Excel).
7. Workflow and Automation:
   • Task Management:
     • Create, assign, and track tasks related to sales, customer support, and marketing activities.
   • Workflow Automation:
     • Automate routine processes such as lead assignment, follow-up reminders, and customer onboarding.
   • Approval Workflows:
     • Implement approval processes for key activities like discounts, contract signing, and major customer requests.
   • Notification System:
     • Set up automated notifications for task deadlines, follow-ups, and important customer interactions.
8. Integration with External Systems:
   • Email Integration:
     • Integrate with email platforms like Gmail or Outlook for seamless communication logging and tracking.
   • Calendar Integration:
     • Sync with calendar systems (e.g., Google Calendar, Outlook) to manage appointments and meetings.
   • ERP Integration:
     • Integrate with ERP systems for synchronized order processing, inventory management, and financial data.
   • Social Media Integration:
     • Connect with social media platforms to manage and track social interactions and campaigns directly from the CRM.
   • Payment Gateway Integration:
     • Support payment processing by integrating with various payment gateways for orders and invoices.
9. Mobile Accessibility:
   • Mobile App:
     • Provide a mobile application for on-the-go access to customer data, task management, and communication tools.
   • Responsive Design:
     • Ensure the CRM system is accessible and fully functional across devices (desktop, tablet, mobile).
10. Security and Compliance:
    • Data Encryption:
      • Encrypt sensitive customer data both in transit and at rest.
    • Access Control:
      • Implement role-based access control to protect sensitive data and restrict unauthorized access.
    • Audit Trail:
      • Maintain detailed logs of user activities for auditing and compliance purposes.
    • Compliance:
      • Ensure the system complies with relevant regulations (e.g., GDPR, CCPA) to protect customer privacy and data integrity.

Non-Functional Requirements

1. Performance:
   • The system should handle a large number of concurrent users without performance degradation.
   • Response times for key operations (e.g., data retrieval, report generation) should be within 2-3 seconds.
2. Scalability:
   • The system should scale to accommodate growing volumes of customer data, transactions, and users as the business expands.
   • Support for cloud-based infrastructure to facilitate scalability and remote access.
3. Security:
   • Implement robust security measures, including encryption, firewalls, and intrusion detection systems.
   • Regularly update security protocols and conduct vulnerability assessments.
   • Support multi-factor authentication (MFA) for critical modules.
4. Reliability:
   • Ensure an uptime of at least 99.9% to support continuous business operations.
   • Implement redundancy and failover systems to ensure data availability and integrity.
5. Usability:
   • The system should offer an intuitive and user-friendly interface for all user roles.
   • Provide consistent user experiences across different devices (desktop, tablet, mobile).
   • Include comprehensive help documentation, tooltips, and user training resources.
6. Maintainability:
   • The system should be modular, allowing for easy updates, maintenance, and integration of new features.
   • Ensure the codebase is well-documented to facilitate future development and troubleshooting.
7. Compliance:
   • Ensure the system complies with data protection and privacy regulations such as GDPR, HIPAA, and CCPA.
   • Implement features that allow users to manage data consent, access, and deletion requests.
8. Availability:
   • The system should be available 24/7 with minimal planned downtime for maintenance.
   • Use load balancing and other techniques to ensure consistent performance even during peak usage.
9. Interoperability:
   • Ensure the system can integrate with other business tools, such as ERP systems, email clients, and social media platforms.
   • Support standard data formats (e.g., XML, JSON, CSV) for importing and exporting data.
10. Data Integrity:
    • Maintain the accuracy and consistency of data across the system, particularly for customer profiles and transactions.
    • Implement robust transaction management to ensure data integrity during concurrent operations.
11. Response Time:
    • Critical operations like data retrieval, lead management, and report generation should complete within 2-3 seconds.
    • More complex tasks, such as bulk data processing or custom report generation, should be completed within 5-10 seconds.
12. Auditability:
    • Maintain detailed logs of all significant actions (e.g., changes to customer data, transactions) for audit purposes.
    • Provide audit trails for monitoring user activities and ensuring compliance with regulatory standards.