Gartner Research

Select the Best-Suited CRM Solution With Gartner's Evaluation Model

Published: 05 September 2017

ID: G00337515

Analyst(s): Jim Davies, Ilona Hansen , Guneet Bharaj

Summary

The CRM application selection process is often complex due to a rapidly evolving market and diverse stakeholder objectives. Use Gartner's evaluation model to create a transparent, auditable process that will help application leaders supporting CRM and CX to select vendor and software solutions.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Develop a Hierarchy of Different Tiers of Criteria for CRM Vendor and Software Selection
    • Functionality
    • Usability
    • Technology
    • Cost
    • Services
    • Viability
    • Vision
    • Setting Up a Hierarchy
  • Quantify the Relative Importance of the Criteria
    • Importance: Tier 1 Criteria
    • Weight: Lower-Tier Criteria
  • Assess Each CRM Vendor's Ability to Comply With Each Criteria
  • Compare Approximately Three Vendors Whose Offerings Exceed 80% of Mandatory Requirements

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