Gartner Research

CRM Project Management: ESP/SI Selection and the RFP

Published: 20 September 2000

ID: G0092718

Analyst(s): Colleen Amuso, Tom Berg, Beth L. Eisenfeld, Michael Maoz


Management Summary Many enterprises that are involved in front-office re-engineering projects struggle with trying to manage activities, partners and expectations of project stakeholders. Most such front-office projects are daunting tasks indeed, taking years and armies of resources to complete. These projects also are expensive: Implementations can cost more than $30,000 per seat, with an average of 38 percent to 60 percent of overall customer relationship management (CRM) budgets spent on consulting services. By developing a team of internal staff dedicated to the project, and by breaking the project into discrete phases, enterprises find themselves with a more manageable project. Although many enterprises want to hand the entire project to an external services provider (ESP) to complete, Gartner maintains that these projects can succeed only with strong internal vision and leadership. Although an ESP can assist in the completion of many project phases, the internal group must maintain overall responsibility and ownership for CRM projects. In this Strategic Analysis Report, Gartner outlines project phases, the role of the internal user team, and where and how enterprises can benefit from outside assistance. Additionally, a focus of this Strategic Analysis Report is to identify when and how to use ESPs and system integrators (SIs) specific to CRM initiatives. Thus, as an appendix to this report, Gartner presents a request for proposal (RFP) template for CRM consulting and a corresponding RFP evaluation template. This Strategic Analysis Report examines the following Key Issues: o What are the key CRM project phases; and how will organizations qualify project scope, enabling technologies and success factors? o What are the key elements of each project phase, and how can enterprises anticipate the optimal allocation of resources? o How will project leaders best manage internal and external project team members to insure not only project completion, but...

Table Of Contents
  • Management Summary
  • The Internal Process Team — Watching Out for the Business
    • Project Phases
    • Project Categories and Dimensions of Project Complexity
    • Best Practices for Managing CRM Project Complexity
  • Assembling A Project Team
    • An Object-Oriented Project Team
    • Measuring for Continuous Improvement
    • Total Cost of CRM Implementation
    • Change Management and Beyond
  • CRM Suites Are Still A Dream Away
    • External Sourcing Trade-Offs
  • The RFP Template and RFP Evaluation Matrix
    • The Evaluation Process
    • Criteria for Evaluation
  • Conclusion
  • Acronym Key
  • Sample Request For Proposal
  • CRM ESP/SI Evaluation Matrix

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