Customer Relationship Management (CRM)
Capture customer and prospect information, identify sales leads, generate sales funnel and manage marketing campaigns. This solution must cater to the sales needs of the entire business operations. Solution must be usable by a wide segment of SMEs, and not specific to SMEs in a specific industry/sector.
Instructions
This page helps you prepare "Solution Requirements" section in Vendor Management Portal and you will see the exact questions and flow.
🔴 Mandatory questions: Must answer "Yes" to continue
🟡 Preferred questions: Can answer either way and continue
Follow the question flow as indicated
Q1 🔴 Mandatory - Cloud and Multi-Device Accessibility
Main Question: Does your solution allow for cloud-based, mobile-based, and/or web-based usage?
🔴 Answer: ○ Yes [Next: Q2] ○ No [⚠️ Cannot Proceed]
Q2 🔴 Mandatory - Customer Relationship Management
Main Question: Does your solution allow the company to perform the following functions?
Core CRM Functionality Requirements: a. Manage customer information and contact details b. Track customer interactions and communication history c. Manage sales pipeline and opportunities d. Create and manage customer accounts and profiles e. Generate quotes and proposals f. Track sales activities and follow-ups g. Manage customer support tickets and service requests
🔴 Answer: ○ Yes [Next: Q3] ○ No [⚠️ Cannot Proceed]
Q3 🔴 Mandatory - Lead Management and Sales Pipeline
Main Question: Does your solution provide comprehensive lead management and sales pipeline functionality?
Lead Management Requirements: a. Capture and qualify leads from multiple sources b. Lead scoring and prioritization c. Lead assignment and distribution d. Track lead conversion rates e. Sales pipeline visualization with customizable stages f. Opportunity management with probability tracking g. Sales forecasting capabilities
🔴 Answer: ○ Yes [Next: Q4] ○ No [⚠️ Cannot Proceed]
Q4 🔴 Mandatory - Dashboards and Reports
Main Question: Can your solution provide dashboards and reporting capabilities to track key metrics, user interactions, operational performance, or other relevant data insights across your digital solution?
Dashboard Requirements: Your digital solution should have one or more dashboards that provide an at-a-glance overview of key metrics/indicators with at least 4 charts/graphs to help users analyse data through data visualisation.
The dashboard must include at least one of the following interactive features: Option 1: Interactive charts/graphs that allow users to interact with one chart and apply that interaction as a filter to other charts on the dashboard, and vice versa Option 2: At least three common filters/slicers applicable to ALL charts/graphs on the same dashboard
CRM-Specific Dashboard Requirements: a. Sales performance metrics and KPIs b. Customer acquisition and retention analytics c. Lead conversion tracking d. Revenue and sales forecasting reports e. Customer interaction history and communication logs
🔴 Answer: ○ Yes [Next: Q5] ○ No [⚠️ Cannot Proceed]
Q5 🟡 Preferred - Marketing Automation Integration
Main Question: Does your solution include marketing automation capabilities or integrate with marketing platforms?
Marketing Integration Features: a. Email marketing campaigns b. Lead nurturing workflows c. Marketing campaign tracking d. Customer segmentation e. Integration with popular marketing platforms (e.g., Mailchimp, HubSpot, etc.)
🟡 Answer: ○ Yes [Next: Q6] ○ No [Next: Q6]
Q6 🟡 Preferred - Third-Party Integrations
Main Question: Does your solution integrate with commonly used business applications and platforms?
Integration Capabilities: a. Email platforms (Outlook, Gmail, etc.) b. Calendar applications c. Accounting software (QuickBooks, Xero, etc.) d. E-commerce platforms e. Social media platforms f. Communication tools (Slack, Microsoft Teams, etc.)
🟡 Answer: ○ Yes [Next: Q7] ○ No [Next: Q7]
Q7 🟡 Preferred - AI Features
Main Question: Does your solution incorporate AI in your core features and functions?
🟡 Answer: ○ Yes [Next: Q8] ○ No [Next: Q9]
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Q8 🔴 Mandatory Follow-up - AI Features - Elaboration
This question appears only if you answered "Yes" to Q7
Main Question: Describe your AI feature and its benefits. Examples are:
AI Features Examples: a. Generate output, identify items, or provide recommendations based on training models to improve decision-making b. Recognise text, images to shorten time taken for manual inputs of forms c. Predictive analytics for sales forecasting d. Intelligent lead scoring and customer insights e. Automated customer service responses f. Others, please specify
Click "Yes" to confirm you have completed the instructions.
🔴 Answer: ○ Yes [Next: Q9] ○ No [⚠️ Cannot Proceed]
Text Elaboration Required: [Text Box for Description/Details]
Q9 🔴 Mandatory - Business Data Extraction
Main Question: Can your solution enable SMEs to efficiently extract business data in various discrete formats such as CSV, XLSX, XML, and TSV?
🔴 Answer: ○ Yes [Next: Q10] ○ No [⚠️ Cannot Proceed]
Q10 🔴 Mandatory - Personal Data Protection
Main Question: Can your solution demonstrate compliance with the following Personal Data Protection requirements?
Compliance Requirements: Digital solutions that collect, use, disclose, process or dispose personal data should incorporate features that support the obligations under the Personal Data Protection Act (2020).
To comply with this requirement, you MUST complete the Personal Data Protection Requirements form at https://go.gov.sg/pdp.
🔴 Answer: ○ Yes [Next: Q11] ○ No [⚠️ Cannot Proceed]
Q11 🔴 Mandatory - Vulnerability Assessment/Penetration Testing (VA/PT)
Main Question: Has your solution undergone a comprehensive security vulnerability assessment/penetration testing (VA/PT) conducted by a qualified third-party within the last 12 months? The scope of the VA/PT must cover network security; application security; data protection measures and access control (if applicable); API security testing (if applicable); Cloud security configuration review (if applicable). Specifically, for web application security, the scope must cover minimally all OWASP Top 10 vulnerabilities.
Submission Requirements: Please submit the VA/PT report (dated maximum 1 year from the checklist submission date). The VA/PT Report must include Executive summary; Detailed findings and risk ratings; Remediation recommendations; Evidence of vulnerability fixes or mitigation plans; Testing methodology used; Scope of assessment; Assessor's qualifications and certifications.
If you are the reseller of the solution, please obtain the VA/PT report from your product principal. SOC 2 Type II report can be accepted if the detailed technical vulnerability assessment results are part of the SOC2 Type II scope.
Note: [1] Qualified third-party refers to: CREST-certified companies [ https://www.crest-approved.org/members/] or companies with security professional with relevant CREST certifications; Security professionals with recognised certifications such as: Offensive Security Certified Professional (OSCP); EC-Council Certified Penetration Testing Professional (CPENT); GIAC Penetration Tester (GPEN); or other equivalent industry-recognised certifications.
Click "Yes" to confirm you have completed the instructions.
🔴 Answer: ○ Yes [Next: Q12] ○ No [⚠️ Cannot Proceed]
Date of Issue Required: [Date Field]
Upload Supporting Document Required: [File Upload]
Text Elaboration Required: [Text Box for Description/Details]
Q12 🟡 Preferred - Cybersecurity Compliance - Cyber Essentials Mark (CEM)
Main Question: Are you the Product Principal of the solution that you are submitting for pre-approval?
🟡 Answer: ○ Yes [Next: Q13] ○ No [Next: Q15]
Q13 🟡 Preferred - CEM for Product Principal
Main Question: Has your organisation achieved CSA Cyber Essentials for ICT Vendor Mark certification or equivalent recognised cybersecurity certifications (including but not limited to Cyber Trust Mark or ISO27001) that validate the implementation of appropriate security controls against common cyber threats in your organisation and the solution you are submitting for pre-approval?
Additional Information: Vendors are encouraged to comply at application and are required to meet this requirement by the Annual Review, where it will be assessed as mandatory.
Note: For more information on Cyber Essentials mark, please refer to https://www.csa.gov.sg/cyber-essentials/
🟡 Answer: ○ Yes [Next: Q14] ○ No [Assessment Finished]
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Q14 🔴 Mandatory Follow-up - CEM for Product Principal - Elaboration
This question appears only if you answered "Yes" to Q13
Main Question: Please specify the following information:
Certification Requirements: i. The certificate demonstrating your organisation has attained Cyber Essentials for ICT Vendors i. The cybersecurity certification the organisation has met ii. The scope of the certification
Please also upload a copy of the Certification and indicate the Certification Issuance Date in the date field.
Click "Yes" to confirm you have completed the instructions.
🔴 Answer: ○ Yes [Assessment Finished] ○ No [⚠️ Cannot Proceed]
Date of Issue Required: [Date Field]
Upload Supporting Document Required: [File Upload]
Text Elaboration Required: [Text Box for Description/Details]
Q15 🟡 Preferred - CEM for Resellers
Main Question: Has your organisation achieved CSA Cyber Essentials Mark certification or equivalent recognised cybersecurity certifications (including but not limited to Cyber Trust Mark or ISO27001) that validate the implementation of appropriate security controls against common cyber threats in your organisation and the solution you are submitting for pre-approval?
Additional Information: Vendors are encouraged to comply at application and are required to meet this requirement by the Annual Review, where it will be assessed as mandatory.
Note: For more information on Cyber Essentials mark, please refer to https://www.csa.gov.sg/cyber-essentials/
🟡 Answer: ○ Yes [Next: Q16] ○ No [Assessment Finished]
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Q16 🔴 Mandatory Follow-up - CEM for Resellers - Elaboration
This question appears only if you answered "Yes" to Q15
Main Question: Please specify the following information:
Certification Requirements: i. The cybersecurity certification the organisation has met ii. The scope of the certification
Please also upload a copy of the Certification and indicate the Certification Issuance Date in the date field.
Click "Yes" to confirm you have completed the instructions.
🔴 Answer: ○ Yes [Assessment Finished] ○ No [⚠️ Cannot Proceed]
Date of Issue Required: [Date Field]
Upload Supporting Document Required: [File Upload]
Text Elaboration Required: [Text Box for Description/Details]
Preparing for submission?
Your submission should contain screenshots and write-ups that clearly demonstrate compliance with each mandatory requirement sub-point. Contact us if you need help.
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