I'm not 100% sure what you are asking. But if you are looking for standard questions to evaluate CRM solutions I think there are many options out there. For a few hundred you can buy a gartner report which will go over the high level features. What we have found though is that the way people access the features is critically important so when we do large scale off the shelf (including software as a service) we generate high level use cases and workflows to understand what the sales team is currently doing today. You can then use those use cases to drive vendor presentations and feature lists. However you have to keep in mind, what people are doing today isnt necessarily the right thing.

More important is to truly understand what management is trying to gain (business objectives) from a CRM system. Are they trying to support the existing process? Are they trying to force everyone away from ad hoc processes into a standard process etc. What kinds of specific value to the organization will the CRM bring.

If you can focus on these types of questions you will get closer to the right solution than if you just use a feature list.

Here is an old blog post we have on vendor selection

http://requirements.seilevel.com/blog/2007/04/requirements-in-supplier-selection-projects.html