CRM tender terminology explained simply

Tender documents and stages

Several types of documents structure the process, to be used depending on the maturity of the requirement:

• RFI (Request for Information): a request for information sent to several vendors to explore the market and identify potential solutions.
• RFP (Request for Proposal): a formal call for proposals, based on detailed specifications.
• RFQ (Request for Quotation): a request for pricing, usually following a pre-selection of suppliers.
• Specifications (Cahier des charges): the reference document formalising the context, scope, functional and technical requirements.
• Scorecard: a tool for structured comparison of responses based on weighted criteria.
• Shortlist: a restricted selection of vendors retained for the second phase (demonstrations, workshops).

Selection and testing terminology

During the selection phase, several concepts frequently arise:

• POC (Proof of Concept): a mock-up or prototype that validates the feasibility of a key use case before committing.
• Pilot: a restricted deployment to a limited scope (team, branch, functional scope) before full roll-out.
• Customised demonstration: a product presentation tailored to your real-world use cases.
• Customer reference: a comparable company that the vendor or integrator can cite as a testimonial.

Contractual and financial terms

When moving to contract, these terms are essential:

• SLA (Service Level Agreement): service level commitment (availability, support response times, etc.).
• MSA (Master Service Agreement): a framework contract setting out the general terms of the relationship.
• TCO (Total Cost of Ownership): the total cost of a solution over several years, including licences, integration, training, and operations.
• Exit management / Reversibility: the ability to recover your data and switch providers under sound conditions.
• Roadmap: the vendor's product development plan, outlining upcoming features.

Common technical terms

On the technical side, some key terms:

• SaaS (Software as a Service): software hosted by the vendor and accessed via the Internet.
• On-premise: software installed on the company's own servers.
• API: an interface that allows two software programmes to exchange data.
• Integration / connector: the technical link between the CRM and another tool (ERP, marketing, telephony).
• GDPR: European regulation on personal data protection, to be integrated from the scoping phase.

Common mistakes

Typical areas of confusion:

• Confusing RFI and RFP and launching a tender before the requirement is fully qualified.
• Comparing proposals based on licence price alone without looking at the TCO.
• Neglecting exit management clauses at the time of signing.
• Underestimating the importance of SLAs, especially regarding support and availability.

Questions to ask yourself

Before sending out a tender:

• Do we need an exploratory RFI or a structured RFP?
• Do our specifications describe business processes or just features?
• Have we prepared a shared scorecard?
• Are we clear on the SLAs we require?

Further reading

To go further, see our articles on preparing a CRM tender dossier, the stages of a tender process, and the role of stakeholders.

Key takeaways

• RFI, RFP, and RFQ correspond to different stages of maturity in a tender process.
• POCs and pilots allow for testing before making a full commitment.
• SLA, MSA, TCO, and reversibility are at the heart of contract negotiations.
• SaaS and On-Premise refer to two very different deployment models.
• Mastering this vocabulary facilitates dialogue with software vendors and integrators.

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