Select and Implement a Customer Relationship Management Platform
Vendor Evaluation
- Customer relationship management (CRM) suites are an indispensable part of a holistic strategy for managing end-to-end customer interactions.
- After defining an approach to CRM, selection and implementation of the right CRM suite is a critical step in delivering concrete business value for Marketing, Sales, and Customer Service.
- Despite the importance of CRM selection and implementation, many organizations struggle to define an approach to picking the right vendor and rolling out the solution in an effective and cost-efficient manner.
- IT often finds itself in the unenviable position of taking the fall for CRM platforms that don’t deliver on the promise of the CRM strategy.
Our Advice
Critical Insight
- IT needs to be a trusted partner in CRM selection and implementation, but the business also needs to own the requirements and be involved from the beginning.
- CRM requirements dictate the components of the target CRM architecture, such as deployment model, feature focus, and customization level. Savvy application directors recognize the points in the project where the CRM architecture model necessitates deviations from a “canned” roll-out plan.
- CRM selection is a multi-step process that involves mapping target capabilities for Marketing, Sales, and Customer Service, assigning requirements across functional categories, determining the architecture model to prioritize criteria, and developing a comprehensive RFP that can be scored in a weighted fashion.
- Companies that succeed with CRM implementation create a detailed roadmap that outlines milestones for configuration, security, points of implementation, data migration, training, and ongoing application maintenance.
Impact and Result
- A CRM platform that effectively meets the needs of Marketing, Sales, and Customer Service and delivers value.
- Reduced costs during CRM selection.
- Reduced implementation costs and time frame.
- Faster time to results after implementation.
Select and Implement a Customer Relationship Management Platform
Start here – read the Executive Brief
Read our concise Executive Brief to find out why you should select and implement a CRM solution, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.
1. Launch the CRM project and collect requirements
Conduct a market overview, structure the project, and gather requirements.
2. Select a CRM solution
Analyze and shortlist vendors in the space and select a CRM solution.
3. Plan the CRM implementation
Plan the implementation and evaluate project metrics.
Member Testimonials
After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.
9.4/10
Overall Impact
$20,373
Average $ Saved
25
Average Days Saved
Client
Experience
Impact
$ Saved
Days Saved
Brethren Benefit Trust
Workshop
9/10
N/A
120
Value Logistics LTD
Guided Implementation
9/10
N/A
23
Katz Media Corporation
Guided Implementation
9/10
$12,395
10
M. Holland Company
Guided Implementation
10/10
$11,156
5
Spartan Controls Ltd.
Guided Implementation
10/10
N/A
5
City of Saskatoon, SK
Guided Implementation
10/10
N/A
N/A
Benchmade
Guided Implementation
9/10
$12,395
10
Daifuku North America Holding Company
Guided Implementation
10/10
$34,088
10
UBT
Guided Implementation
9/10
$31,833
20
Pace Suburban Bus Service
Guided Implementation
10/10
$12,063
20
Federated Co-operatives Limited
Guided Implementation
8/10
N/A
5
Performance Trust Capital Partners
Guided Implementation
10/10
$62,810
5
Scientific Games Corporation
Guided Implementation
9/10
$31,833
20
Knights of Columbus
Guided Implementation
10/10
N/A
N/A
Kuvare US Holdings
Guided Implementation
10/10
$2,546
2
Auditor General IT Services
Guided Implementation
8/10
N/A
N/A
eGov Jamaica Ltd.
Guided Implementation
10/10
N/A
10
Academic Partnerships
Guided Implementation
10/10
N/A
2
RICOH Canada Inc.
Workshop
10/10
N/A
N/A
National Council on Aging
Guided Implementation
9/10
N/A
N/A
Government of New Brunswick
Guided Implementation
9/10
N/A
N/A
Statistics Canada
Guided Implementation
10/10
N/A
N/A
Onsite Workshop: Select and Implement a Customer Relationship Management Platform
Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.
Module 1: Launch the CRM Selection Project
The Purpose
Discuss the general project overview for the CRM selection.
Key Benefits Achieved
- Launch your CRM selection project.
- Develop your organization’s CRM requirements.
Activities
Outputs
Facilitate activities from the “Launch the CRM Project and Collect Requirements” phase, including project scoping and resource planning.
- CRM Procurement Project Charter
Conduct overview of the CRM market landscape, trends, and vendors.
- CRM Use-Case Fit Assessment
Conduct process mapping for selected marketing processes.
Interview business stakeholders.
Prioritize CRM functional requirements.
Module 2: Plan the Procurement and Implementation Process
The Purpose
Plan the procurement and the implementation of the CRM solution.
Key Benefits Achieved
- Select a CRM solution.
- Build a plan for implementing the selected CRM solution.
Activities
Outputs
Complete marketing process mapping with business stakeholders.
Interview IT staff and project team to identify technical requirements for the CRM suite, and document high-level solution requirements.
- CRM RFP
Perform a use-case scenario assessment, review use-case scenario results, identify use-case alignment, and review the CRM Vendor Landscape vendor profiles and performance.
Create a custom vendor shortlist and investigate additional vendors for exploration in the marketplace.
- Vendor Shortlist
- Vendor Evaluations
- Selection of a CRM Solution
Meet with project manager to discuss results and action items.
- CRM Projected Work Breakdown
- Implementation Plan
- Framework for CRM Deployment and CRM/Marketing Management Suite Integration
About Info-Tech
Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.
We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.
What Is a Blueprint?
A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.
Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.
Need Extra Help?
Try Our Guided Implementations
Get the help you need in this 3-phase advisory process. You'll receive 7 touchpoints with our researchers, all included in your membership.
Guided Implementation #1 - Launch the CRM project and collect requirements
- Call #1 - Identify organizational fit for the technology.
- Call #2 - Create the project plan.
- Call #3 - Plan requirements gathering steps.
Guided Implementation #2 - Select a CRM solution
- Call #1 - Discuss the use-case fit assessment results and the Vendor Landscape.
- Call #2 - Review contract.
Guided Implementation #3 - Plan the CRM implementation
- Call #1 - Create an implementation plan.
- Call #2 - Discuss roll-out of processes and hand-over to operations.
Contributors
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