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


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



  • 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

Gartner Recommended Reading

©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?

Become a client

Learn how to access this content as a Gartner client.