Step 1
People and ownership
Count the users who edit records, the people who only need visibility, and the person accountable for data quality. Confirm whether view-only users are free or paid and who can change fields, workflows, and permissions.
- Named CRM owner
- Editors, managers, and view-only users
- Role and record visibility rules
- Training and support owner
Step 2
Pipeline and data model
Define the records you need before evaluating customization. Most service teams require organizations, contacts, opportunities, activities, and a small set of qualification fields. Add custom modules only when a real workflow depends on them.
- Number of pipelines
- Required stages and exit criteria
- Custom fields and validation
- Duplicate detection and merge process
- Import and export formats
Step 3
Communication and follow-up
Decide whether the CRM must merely log email or actively run outreach. Calling, SMS, bulk email, sequences, templates, meeting scheduling, shared inboxes, and consent controls often sit on different tiers or usage plans.
- Email sync and retention
- Calendar and meeting links
- Calling and SMS regions
- Sequences and sending limits
- Shared inbox ownership
Step 4
Automation and reporting
Write the trigger, condition, and action for each required automation. For reporting, sketch the weekly management view and name the underlying fields. This makes it possible to test whether an entry plan is enough.
- Lead assignment
- Stage-change tasks
- Stale-deal alerts
- Pipeline value and conversion
- Source and representative performance
Step 5
Integration, control, and exit
Verify important integrations in the vendor marketplace and test the exact direction of sync. Also confirm permissions, audit history, backup options, API access, data location requirements, and how a full export works.
- Google Workspace or Microsoft 365
- Accounting and proposals
- Forms and marketing
- API and automation platform
- Complete export and cancellation process
Save the requirements, trial results, selected plan, pricing date, assumptions, and owner. Recheck vendor terms before purchase because product limits and prices change.