Can the user export customer or sale opportunity data for manipulation or analysis in Excel? Most CRM systems perform simple data exports to Excel. A few of the more advanced systems will also export the underlying calculational data used in a view or report so that the data can be further and immediately manipulated offline in Excel or even sliced and diced with pivot tables.
Can the user launch a mail merge from for a customer segment from within the CRM system? Can the merges be distributed as a nicely formatted hardcopy document or an HTML formatted e-mail broadcast?
Can the user automatically create a quote or proposal from within the CRM application in a keystroke or two and e-mail the quote to a sales prospect? Will all the designated account information, such as company name, contact person, address and other specific account history or product information, automatically export to the PDF document without rekeying?