If you want the best fit and the most benefit from a CRM system, we highly recommend creating use cases specific to your organization.

What is a use case? And why is it so important?

You’re going to need a Functional Requirements list, and you’re going to need use cases. Functional requirements deal with what you need the system to be capable of; use cases deal with exactly how your CRM users will best interact with your selected CRM. Generally, the CRM functional requirements list comes first, then the use cases.   We do find that documenting use cases will bring to focus the key capabilities your better future CRM system will need.

To learn, read "Why you need a CRM Functional Requirements List and How to Create One".