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Selecting CRM Software


           Presented by:
        Steve Beshuk, PMP
           Director, JCA
     steve.beshuk@jcainc.com
Goals for this Presentation

Reasons for a formal selection process
Step-by-step review of the process
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.”
Is a System Selection Process Important?

    It’s a big investment, cover your assets!
    A successful implementation begins during
    the selection process
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
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
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
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
Write Request for Proposal

How do you weight cost, functionality and
company?
Components of an RFP
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
Components of an RFP

Evaluation criteria
  Requirements met
  Cost
  Quality of submission (vendor references,
  documentation, training, etc.)
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
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
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
Sample Requirements Checklist
Components of an RFP

Work product
 System output and critical reports
 Gift acknowledgment letters
 Pledge reminders
 Membership cards and renewals
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
Evaluation Grid

Know what you are going to evaluate
before you evaluate it
Summarize the requirements checklist
Weight the requirements
Grades
Sample VEG
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
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
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
Final Selection

Meet with team to make the official choice
Call all the vendors
It’s not over until the contract is signed
Contract Negotiation

Read it, seriously
They will never love you more than today
Don’t be afraid to haggle
Celebrate!

You worked hard!
Don’t forget to say thanks to the team
Start getting people excited for the
implementation
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
Thank You!




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Selecting CRM Software

  • 1. Selecting CRM Software Presented by: Steve Beshuk, PMP Director, JCA steve.beshuk@jcainc.com
  • 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
  • 24. Contract Negotiation Read it, seriously They will never love you more than today Don’t be afraid to haggle
  • 25. Celebrate! You worked hard! Don’t forget to say thanks to the team Start getting people excited for the implementation
  • 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