Select and Implement a Customer Service Management Solution – Phase 2: Analyze Requirements and Shortlist Vendors


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Determine your organization's CSM requirements by engaging both the business and IT during your process mapping and requirements gathering steps. Synthesize all of the requirements and capabilities gathered to outline your RFP. Use these findings to guide your organization as you review the Vendor Landscape findings for CSM software, contained in this phase of the blueprint.

The CSM Software Vendor Landscape includes the following analysis:
  • An overview of the CSM market
  • Scoring methodology
  • Vendor scoring
  • Vendor profiles
  • Graphical displays of vendor performance and placement for each use-case scenario
  • Value scoring for each use case
Produce your own vendor shortlist by reviewing vendor performance for the relevant use-case scenarios within the Vendor Landscape analysis. This is phase two in the four-phase blueprint, Select and Implement a CSM Solution.

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