# CRM system requirements checklist

Reusable working template from Synetica. Updated 7 September 2026.

Project: __________  |  Evaluated product / version: __________  |  Test date: __________
Decision owner: __________  |  Business workflow: __________  |  Target pilot date: __________

## How to use this template

1. Replace every sample requirement with your actual workflow and pass condition. The eight rows below are examples, not completed tests or client results.
2. Name one business owner per row. Set priority to **Must-have**, **Should-have**, or **Later** before a vendor demo.
3. Use synthetic or anonymized sample data. Run the same scenarios on every shortlisted product, including failures, retries, and exports.
4. Record an evidence score, pass/fail result, and a link to the receipt. Evidence scale: **0 = unsupported; 1 = claimed; 2 = demonstrated; 3 = completed by your team**. A claim or demo does not equal acceptance. Score 3 records who executed the test; record pass/fail separately.
5. **Every must-have must pass with evidence level 3 before production acceptance.** For SaaS, test in the trial before purchase. For custom work, validate risky assumptions through a prototype before commissioning; put unresolved production requirements, owners, and acceptance milestones in the contract. Complete production tests before rollout or the agreed acceptance payment milestone. Do not average away a failed must-have. Fix the gap or change the scope explicitly, then retest.

## Requirements and acceptance tests

| ID | Requirement + sample acceptance test | Business owner | Priority | Evidence/result |
| --- | --- | --- | --- | --- |
| CRM-01 | **Identity and deduplication.** Example: import two synthetic records for the same agreed customer identity, with one conflicting phone number. Resolve to one governed customer record, retain activity history, and log the conflict decision. Your requirement / pass condition: __________ | Name: __________ | __________ | Score 0–3: ___; Pass/fail: ___; Receipt: __________ |
| CRM-02 | **Ownership and follow-up.** Example: assign ten synthetic leads to named owners. Set a next action and deadline for each. Reassign one absent owner's lead and verify the new owner sees the task and its history. Your requirement / pass condition: __________ | Name: __________ | __________ | Score 0–3: ___; Pass/fail: ___; Receipt: __________ |
| CRM-03 | **Pipeline and approvals.** Example: try to move a synthetic deal to won without its required approval. Block the move; after the authorized approver signs off, allow it and record who approved and when. Your requirement / pass condition: __________ | Name: __________ | __________ | Score 0–3: ___; Pass/fail: ___; Receipt: __________ |
| CRM-04 | **Integration and retry.** Example: send one won deal to the order system. Retry the same event ID. Verify exactly one order exists. Simulate a failed delivery and verify a named owner can see the error and retry it. Your requirement / pass condition: __________ | Name: __________ | __________ | Score 0–3: ___; Pass/fail: ___; Receipt: __________ |
| CRM-05 | **Access and audit.** Example: sign in as a sales rep, sales manager, and administrator. Confirm each can access only the agreed records and actions. Change one permitted field and verify the actor, time, old value, and new value are traceable. Your requirement / pass condition: __________ | Name: __________ | __________ | Score 0–3: ___; Pass/fail: ___; Receipt: __________ |
| CRM-06 | **Reporting.** Example: create ten synthetic deals with known stage, value, owner, and close date. Compare the dashboard totals with your independently calculated expected totals. Verify the agreed definitions and date filters match. Your requirement / pass condition: __________ | Name: __________ | __________ | Score 0–3: ___; Pass/fail: ___; Receipt: __________ |
| CRM-07 | **Migration and reconciliation.** Example: import 100 synthetic source rows that deliberately contain two invalid rows. Verify 98 accepted rows and two documented rejects, reconcile IDs and required fields, and demonstrate the agreed correction or rollback process. Your requirement / pass condition: __________ | Name: __________ | __________ | Score 0–3: ___; Pass/fail: ___; Receipt: __________ |
| CRM-08 | **Export and exit.** Example: export ten synthetic customers with deals, activities, IDs, and the agreed files. Reopen the export outside the CRM and reconcile counts and relationships. Document ownership, format, cost, and access after termination. Your requirement / pass condition: __________ | Name: __________ | __________ | Score 0–3: ___; Pass/fail: ___; Receipt: __________ |

## Decision record

- Must-haves passed / total: __________
- Unresolved gaps and affected owners: __________
- Route: SaaS / Hybrid / Validate custom / Simplify and retest
- Approved scope changes and reason: __________
- Total year-one budget and assumptions: __________
- Decision, approver, and date: __________
- Next test, owner, and deadline: __________

Keep a copy for each evaluated product. All numerical scenarios above are editable test examples, not performance claims.

Read the [CRM system requirements guide](https://synetica.co/blog/crm-system-requirements/). To turn your requirements into a decision-ready plan and working prototype, see [Blueprint & Prototype](https://synetica.co/services/blueprint/).