Customer Relationship Management Platform Selection Guide

Speed up the process to build your business case and select your CRM solution.

The Situation

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.

Customer Relationship Management Platform Selection Guide visualization

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.

Blueprint Contents

Customer Relationship Management Platform Selection Guide — Phases 1-3
CRM Business Case Template
CRM Request for Proposal Template
CRM Suite Evaluation and RFP Scoring Tool
CRM Vendor Demo Script
CRM Use-Case Fit Assessment Tool

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.

10.0/10

Overall Impact

$51,250

Average $ Saved

Average Days Saved

Member Testimonials
Client	Experience Grand Rapids
Experience	Guided Implementation
Impact	10/10
$ Saved	$34,000
Days Saved	20
Testimonial	Thank you for listening to our CRM frustration with our current provider. Ultimately, it will come down to our team seeing the vision with a new CR... Thank you for listening to our CRM frustration with our current provider. Ultimately, it will come down to our team seeing the vision with a new CRM or pulling back to wait another 5 years or so with our industry. By the time they build it, the modern CRMs will be years ahead of them in terms of development. Unless Simpleview remains profitable, Granicus may decide it isn't worth doing. I appreciate your feedback and look forward to working with you.

Member Testimonials
Client	Pasadena City College
Experience	Guided Implementation
Impact	10/10
$ Saved	$68,500
Days Saved	20
Testimonial

Member Testimonials
Client	Bush Brothers & Company
Experience	Guided Implementation
Impact	10/10
$ Saved	N/A
Days Saved	5
Testimonial

Member Testimonials
Client	Alfred H. Knight Holding
Experience	Guided Implementation
Impact	8/10
$ Saved	$35,149
Days Saved	20
Testimonial	Was a productive meeting. We never finished which is why I gave an 8, but that could be our fault! Ben was great as always. Was a productive meeting. We never finished which is why I gave an 8, but that could be our fault! Ben was great as always.

Member Testimonials
Client	Baldwin Wallace University
Experience	Guided Implementation
Impact	10/10
$ Saved	$3,779
Days Saved	3
Testimonial	We received some good validation from Chad and he charted a good course/next steps. We received some good validation from Chad and he charted a good course/next steps.

Member Testimonials
Client	Brethren Benefit Trust
Experience	Workshop
Impact	9/10
$ Saved	N/A
Days Saved	120
Testimonial	BEST: The methodology gets everyone engage in the workshop WORST: n/a BEST: The methodology gets everyone engage in the workshop WORST: n/a

Member Testimonials
Client	M. Holland Company
Experience	Guided Implementation
Impact	10/10
$ Saved	$11,339
Days Saved	5
Testimonial	Ben was very knowledgeable about the topics I wanted to cover and talked to me in a manner that I could understand. Ben was very knowledgeable about the topics I wanted to cover and talked to me in a manner that I could understand.

Member Testimonials
Client	Spartan Controls Ltd.
Experience	Guided Implementation
Impact	10/10
$ Saved	N/A
Days Saved	5
Testimonial	I appreciate the preparation and organized presentation of the information we were looking for. Very helpful. I appreciate the preparation and organized presentation of the information we were looking for. Very helpful.

Member Testimonials
Client	City of Saskatoon, SK
Experience	Guided Implementation
Impact	10/10
$ Saved	N/A
Days Saved	N/A
Testimonial

Member Testimonials
Client	Benchmade
Experience	Guided Implementation
Impact	9/10
$ Saved	$13,600
Days Saved	10
Testimonial

Member Testimonials
Client	Daifuku North America Holding Company
Experience	Guided Implementation
Impact	10/10
$ Saved	$37,400
Days Saved	10
Testimonial

Member Testimonials
Client	UBT
Experience	Guided Implementation
Impact	9/10
$ Saved	$34,000
Days Saved	20
Testimonial

Member Testimonials
Client	Pace Suburban Bus Service
Experience	Guided Implementation
Impact	10/10
$ Saved	$13,600
Days Saved	20
Testimonial

Member Testimonials
Client	Federated Co-operatives Limited
Experience	Guided Implementation
Impact	8/10
$ Saved	N/A
Days Saved	5
Testimonial	The ratings are dependent on the materials that are sent post-session. However it does save me time from finding resources on my own. The ratings are dependent on the materials that are sent post-session. However it does save me time from finding resources on my own.

Member Testimonials
Client	Performance Trust Capital Partners
Experience	Guided Implementation
Impact	10/10
$ Saved	$68,000
Days Saved	5
Testimonial	Significant amount of information in a short period of time. Scope was broad enough and depth sufficient when necessary. This was the most valuab... Significant amount of information in a short period of time. Scope was broad enough and depth sufficient when necessary. This was the most valuable Info-tech call I've had.

Member Testimonials
Client	Light & Wonder, Inc.
Experience	Guided Implementation
Impact	9/10
$ Saved	$34,000
Days Saved	20
Testimonial	Ben had a great horizontal background of Dynamics CRM, which allowed me to explore all aspects and angles of an approach to serve our organization.... Ben had a great horizontal background of Dynamics CRM, which allowed me to explore all aspects and angles of an approach to serve our organization. Thank You!

Member Testimonials
Client	Kuvare US Holdings
Experience	Guided Implementation
Impact	10/10
$ Saved	$2,720
Days Saved	2
Testimonial

Member Testimonials
Client	Risepoint- Academic Partnerships
Experience	Guided Implementation
Impact	10/10
$ Saved	N/A
Days Saved	2
Testimonial	Ben was great - very informative Ben was great - very informative

Member Testimonials
Client	Ricoh Canada Inc
Experience	Workshop
Impact	10/10
$ Saved	N/A
Days Saved	N/A
Testimonial	One word to describe the 2 days…… “Exceptional” experience Great venue – Really cool place that stimulates higher levels of thinking World class... One word to describe the 2 days…… “Exceptional” experience Great venue – Really cool place that stimulates higher levels of thinking World class facilitation – Ben is one of the best strategy planning facilitators I’ve ever worked with! The only downside was the room size was small. Not everyone could fit around the table.

Member Testimonials
Client	Experience	Impact	$ Saved	Days Saved	Testimonial
Experience Grand Rapids	Guided Implementation	10/10	$34,000	20	Thank you for listening to our CRM frustration with our current provider. Ultimately, it will come down to our team seeing the vision with a new CR... Thank you for listening to our CRM frustration with our current provider. Ultimately, it will come down to our team seeing the vision with a new CRM or pulling back to wait another 5 years or so with our industry. By the time they build it, the modern CRMs will be years ahead of them in terms of development. Unless Simpleview remains profitable, Granicus may decide it isn't worth doing. I appreciate your feedback and look forward to working with you.
Pasadena City College	Guided Implementation	10/10	$68,500	20
Bush Brothers & Company	Guided Implementation	10/10	N/A	5
Alfred H. Knight Holding	Guided Implementation	8/10	$35,149	20	Was a productive meeting. We never finished which is why I gave an 8, but that could be our fault! Ben was great as always. Was a productive meeting. We never finished which is why I gave an 8, but that could be our fault! Ben was great as always.
Baldwin Wallace University	Guided Implementation	10/10	$3,779	3	We received some good validation from Chad and he charted a good course/next steps. We received some good validation from Chad and he charted a good course/next steps.
Brethren Benefit Trust	Workshop	9/10	N/A	120	BEST: The methodology gets everyone engage in the workshop WORST: n/a BEST: The methodology gets everyone engage in the workshop WORST: n/a
M. Holland Company	Guided Implementation	10/10	$11,339	5	Ben was very knowledgeable about the topics I wanted to cover and talked to me in a manner that I could understand. Ben was very knowledgeable about the topics I wanted to cover and talked to me in a manner that I could understand.
Spartan Controls Ltd.	Guided Implementation	10/10	N/A	5	I appreciate the preparation and organized presentation of the information we were looking for. Very helpful. I appreciate the preparation and organized presentation of the information we were looking for. Very helpful.
City of Saskatoon, SK	Guided Implementation	10/10	N/A	N/A
Benchmade	Guided Implementation	9/10	$13,600	10
Daifuku North America Holding Company	Guided Implementation	10/10	$37,400	10
UBT	Guided Implementation	9/10	$34,000	20
Pace Suburban Bus Service	Guided Implementation	10/10	$13,600	20
Federated Co-operatives Limited	Guided Implementation	8/10	N/A	5	The ratings are dependent on the materials that are sent post-session. However it does save me time from finding resources on my own. The ratings are dependent on the materials that are sent post-session. However it does save me time from finding resources on my own.
Performance Trust Capital Partners	Guided Implementation	10/10	$68,000	5	Significant amount of information in a short period of time. Scope was broad enough and depth sufficient when necessary. This was the most valuab... Significant amount of information in a short period of time. Scope was broad enough and depth sufficient when necessary. This was the most valuable Info-tech call I've had.
Light & Wonder, Inc.	Guided Implementation	9/10	$34,000	20	Ben had a great horizontal background of Dynamics CRM, which allowed me to explore all aspects and angles of an approach to serve our organization.... Ben had a great horizontal background of Dynamics CRM, which allowed me to explore all aspects and angles of an approach to serve our organization. Thank You!
Kuvare US Holdings	Guided Implementation	10/10	$2,720	2
Risepoint- Academic Partnerships	Guided Implementation	10/10	N/A	2	Ben was great - very informative Ben was great - very informative
Ricoh Canada Inc	Workshop	10/10	N/A	N/A	One word to describe the 2 days…… “Exceptional” experience Great venue – Really cool place that stimulates higher levels of thinking World class... One word to describe the 2 days…… “Exceptional” experience Great venue – Really cool place that stimulates higher levels of thinking World class facilitation – Ben is one of the best strategy planning facilitators I’ve ever worked with! The only downside was the room size was small. Not everyone could fit around the table.

ITRG Provides Proven Results for IT Leaders

30,000+

ITRG members spanning the Global 2000

$400M+

Cut from IT costs with our pricing intelligence and advisory support

+8%

Increase in stakeholder satisfaction where IT leaders used Info-Tech services

9.5/10

Member-related value across +50,000 analyst calls, workshops and projects

About Info-Tech Research Group

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.

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