The document outlines a step-by-step process for selecting CRM software. It begins by emphasizing the importance of a formal selection process to cover assets and ensure a successful implementation. The process involves assembling a team, analyzing requirements, writing a request for proposal (RFP), researching vendors, creating an evaluation grid, conducting vendor demos and due diligence, negotiating a contract, and celebrating the selection. Key steps include gathering detailed requirements, sending the RFP to qualified vendors, evaluating proposals using a weighted evaluation grid, conducting scripted demos, checking references, and making a final selection.
2. Goals for this Presentation
Reasons for a formal selection process
Step-by-step review of the process
3. Is a System Selection Process Important?
Why not just buy what your friend uses?
Make the decision all by yourself. The
internet is so helpful!
If you fail to plan…
“Big-Ten University abandons stalled Accounting software
implementation after spending $26.4M. Legislative Audit Committee
finds lack of planning and proper management at issue.”
4. Is a System Selection Process Important?
It’s a big investment, cover your assets!
A successful implementation begins during
the selection process
5. Results of a Successful Selection
A system that fits you
A vendor and consultants you can work with
The right budget
Confidence from staff and your boss/board
A solid foundation to implement
6. Selecting Software - Overview
Assemble the team
Analyze requirements and write RFP
Vendor research
Create the Vendor Evaluation Grid
Submit RFP and evaluate proposals
The demos
Due diligence
Contract negotiation
Celebrate
7. Assemble the Selection Team
Executive branch of system selection
Create the schedule, keep it on time and
budget
Represent the stakeholders, don’t include
them all
Eight people or smaller
8. Analyze Requirements
You don’t know what you don’t know
You may not even know what you know
When bad processes marry a good system…
Analyze across functions, departments
If it’s not written, it’s not said
Get buy-in from users
9. Write Request for Proposal
How do you weight cost, functionality and
company?
Components of an RFP
10. Components of an RFP
Introduction
Describe who you are (mission)
Indicate any issues specific to your
institution
Strategic direction
List contact info and preferred method of
contact
11. Components of an RFP
Evaluation criteria
Requirements met
Cost
Quality of submission (vendor references,
documentation, training, etc.)
12. Components of an RFP
Submission requirements
Vendor history, annual sales, finances
Support policies
Training
Software R&D policy
Sample of standard reports
Software modification policy
References
Cost model
13. Components of an RFP
Requirements overview narrative
Describe what your organization does
Divide the overview by function or
department
Give the vendors enough information to
understand your business
14. Components of an RFP
Detailed requirements checklist
Every single little thing you want the
system to do
One specific requirement per line
Vendors answer yes/no/maybe to each
one
Use this to create evaluation grid, demo
scripts, modification requests
16. Components of an RFP
Work product
System output and critical reports
Gift acknowledgment letters
Pledge reminders
Membership cards and renewals
17. Vendor Research
Don’t send the RFP to the world
Create a qualified shortlist
At least three, no more than eight
Research
The internet
Your peers
Conferences
Consultants
Vendor phone interview
18. Evaluation Grid
Know what you are going to evaluate
before you evaluate it
Summarize the requirements checklist
Weight the requirements
Grades
20. Submit RFP’s and Evaluate Proposals
Email RFP’s to vendors
Communicate the full schedule
Vendor Q/A
Read, read, read
Fill out your VEG!
Decide who’s going to demo
Call those who didn’t make it
21. The Demos
How long should they be?
Scripted
Keep them focused, this is not training
Keep on-schedule
“Would you show me that?”
Update the VEG
Follow-up demos
22. Due Diligence
Make the preliminary selection
Write reference questions in advance
Ask for several references, use a few
Ask your peers that are not on the reference
list
No system is perfect
23. Final Selection
Meet with team to make the official choice
Call all the vendors
It’s not over until the contract is signed
26. Don’t Forget…
What happens when the vendor doesn’t respect the
process?
Don’t tell the vendor who they are competing
against, it will distract them
Make it fair, all vendors should have the same
information
Don’t let the shiny things distract you
Don’t include implementation requirements in the
RFP; choose your implementation partner as a
separate step
Respect the vendor’s time, this is a lot of work for
them too