Gartner Research

CRM Software Requests for Information and Requests for Proposals

Published: 07 May 2001

ID: G0097917

Analyst(s): Wendy S. Close, Beth L. Eisenfeld, Tom Berg, Mitchell R. Nitzan, Colleen Amuso, Gareth Herschel , Ed Thompson


Management Summary Customer relationship management (CRM) is defined by Gartner as a customer-focused business strategy designed to optimize profitability, revenue and customer satisfaction. To realize CRM, organizations must implement collaborative enterprise processes and technologies that support customer interactions throughout all channels. Gartner has written extensively about requests for information (RFIs) and requests for proposal (RFPs). However, the purpose of this Strategic Analysis Report is to define a CRM software evaluation framework, and then focus specifically on how to evaluate and select CRM vendors using an RFP specific for CRM initiatives. This report is the first in a series and describes how to construct an RFP for CRM. It presents a corresponding RFP evaluation template for the RFP and RFI, rather than providing details of the differences between them. All enterprises pursuing CRM should review the requirements matrix and questionnaire included in this report, as these are general requirements that span the three domains of CRM. Templates of pro forma requirements for the other three domains of CRM are available in the following companion reports: o "CRM RFP Pro Forma Requirements Template for Sales" o "CRM RFP Pro Forma Requirements Template for Marketing" o "CRM RFP Pro Forma Requirements Template for Customer Service and Support" However, not all enterprises need to use all four requirement reports. As CRM software is implemented tactically, selecting the appropriate requirements criteria should be a higher priority than providing complete or exhaustive CRM requirements to vendors whose products are outside the scope of the current project. This is why it is important to understand the vendor's overall vision and viability while evaluating a vendor's products for the specific tactical implementation at hand. At present, no vendor meets Gartner's expectations for requirements across all the functional domains of CRM...

Table Of Contents
  • Management Summary
  • Introduction
  • Requests for Information and Requests for Proposal
    • Differences Between RFIs and RFPs
    • CRM Software Acquisition Process
    • Guidelines For a Successful RFP
  • Request for Proposal Template and Evaluation Matrix
    • Truths and Consequences of RFPs
    • The Evaluation Process
    • Criteria for Evaluation
    • Making Decisions With the RHA Methodology
  • Conclusion
  • Acronym Key
  • General CRM Vendor Evaluation Questions
  • CRM Software Evaluation Matrix

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.