Pillar guide
A well-prepared CRM RFP allows for an objective comparison of solutions, avoiding choices based solely on demos or pricing, while de-risking the final decision. Here is the methodology for structuring the consultation and evaluating responses.
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A tender should be launched once requirements are clarified, processes are formalised, and priorities are set. Launching too early leads to vague responses that are difficult to compare; launching too late causes unnecessary project delays.
Invite between 3 and 5 shortlisted providers (vendors and integrators). Prepare concrete business scenarios for each candidate to demonstrate using an identical format to ensure objective comparison. Involve key users and the IT department from this stage onwards.
Use a weighted evaluation grid (functional, technical, integration, TCO, vendor stability, support). Do not base decisions solely on the demo or the price: challenge the total cost of ownership over 3 to 5 years, the roadmap, existing references, and the quality of project support.
A shortlist of 3 to 5 vendors is a good balance: enough to compare effectively, but not so many that it becomes impossible to conduct a detailed analysis of each response and demonstration.
Prepare concrete business scenarios representing your priority use cases, enforce an identical format for each candidate, involve key users, and score each demo using a weighted evaluation grid.
Functional coverage, suitability for use cases, technical quality, IT integrations, total cost of ownership, vendor stability, quality of project support, comparable client references, and the solution's scalability.
Do not base decisions solely on the demo or the price; verify references, challenge the total cost over 3 to 5 years, involve users and the IT department from the start of the consultation, and test a key use case in a proof of concept if possible.
This depends on the solution model. For a standardised CRM, the vendor may suffice. For complex projects or those deeply integrated into the IT system, consulting one or more specialised integrators is recommended.