Specification and procurement of a tailored CRM system to optimize sales and marketing processes

Objective

The new CRM system was to stay close to the standard while also addressing special requirements of the existing processes and ensuring a complete 360-degree view of the customers.

Approach

• Requirements analysis
• Definition of the project scope and creation of the scope document
• Documentation of selection criteria
• Creation of an evaluation matrix for CRM systems
• Supporting the experts in vendor/integrator workshops.

Result

With a professional requirements analysis and an objective evaluation, transparency was created in the decision-making process, significantly increasing the success of the IT procurement project through to a successful tender.