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
- 19. Sample VEG
- 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