Guide
How to choose a CRM: requirements checklist
A requirements checklist to choose the right CRM for a service business: users, process, channels, integrations, data location, reporting and real cost over time.
VAULT 33|27 · Updated 12 November 2026 · Reviewed 12 November 2026 · 2 min read
Start with requirements, not demos
Demos make every CRM look perfect. Write down what you need first, score each option against it, and only then watch demos with your list in hand.
The checklist
| Area | Questions to answer | Your answer |
|---|---|---|
| Users | How many people need access now and in 12 months? Which roles? | |
| Process | What are your stages from enquiry to payment? Do you quote, book, or both? | |
| Channels | Website forms, calls, WhatsApp, Viber, email, chat: which must flow in automatically? | |
| Integrations | Calendar, accounting, email, industry software, ads platforms? | |
| Automation | Which follow-ups and reminders should run themselves? | |
| Languages | Do staff or clients work in more than one language? | |
| Data location | Do you need data stored in the UK or EU? Is there a data processing agreement? | |
| Reporting | Which numbers must the owner see every week? | |
| Mobile | Do staff work in the field and need a good mobile app? | |
| Cost | What will the tier you actually need cost per user, now and at your 12-month team size? | |
| Exit | Can you export all your data easily if you leave? |
Score the shortlist
Give each requirement a weight from 1 to 3 (nice, important, essential) and each CRM a score from 0 to 3. Multiply and add up. Any CRM that scores zero on an essential requirement is out, whatever its total.
Common mistakes
- Choosing on price at today's team size, then paying much more after hiring.
- Buying the biggest platform "for later" and using a fraction of it.
- Ignoring how enquiries will get in. If capture is manual, adoption fails.
- Not checking the export. Your data should never be hostage to a vendor.
When to keep your current CRM
If it can do your essential requirements, keep it and set it up properly. Most CRM problems are setup problems, and switching is expensive.
Compare popular options in HubSpot vs Pipedrive vs Zoho CRM.
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