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Select CRM Software Successfully

CRM Software Selection Master Toolkit - 3,100+ Criteria - Updated Monthly

The best way to identify user needs, determine software requirements, prepare an RFP, evaluate vendor responses, & select customer relationship management software quickly.

Choose CRM Software Accurately
Designed specifically for selecting customer relationship management software systems, this Master Toolkit contains everything needed to successfully choose CRM software.  Quickly select the best customer relationship management system by using the quantitative CRM software requirements, RFP, evaluation matrix, demonstration script, and other software selection templates listed below  

All requirements are updated on a regular basis, and provided with a No Questions Asked, No-Nonsense 30 Day Money-Back Guarantee! Very easy to customize, these templates contain thousands of requirements about:


  BBB Details
Web Site Development Resources Dashboards Mobile Apps General Reporting
Digital Assets Management Business Intelligence Data Migration Saas/Cloud Security
Cloud Configuration Temporarily Hide Product Document Management Cloud Administration
Document Capture (Ingestion) Web Content Management Document Retrieval Event Management
Marketing Management Loyalty Management Quote Processing Customer Service
Planning & Budgeting Resource Management Sales Order Processing Help Desk Functions
Marketing Tracking Time & Expenses Tracking Customer Order Entry Incident Management
Email Marketing Sales Forecasting Backorder Processing Incident Tracking
Lead Management Sales Analysis Warranty Issues CTI System
Campaign Management Sales Lead Management Customer Relationship Mgmt Automated Call Distribution
Trade Promotion Sales Management Inquiry Management Intelligent Call Routing
Search Engine Marketing Opportunity Management Contact Maintenance Interactive Voice Response
Fraud Control Tax Settings Workflow Implementation
Multi-Currency Multi-Language Taxonomy Multi-Store
Visitor & Traffic Analysis Out of Stock Products Training ...And Many More


Selecting the best Customer Relationship Management (CRM) software system is time-consuming software selection process that involves many decisions. See Infotivity Insider Step-by-Step Guide

Buy All of the above Request for Proposal (RFP) Templates & Save.


  • Vendor Customer Relationship Management Software Demonstration/Presentation Script Templates enable viewing how proposed software performs in critical operating scenarios. This improves the accuracy of all decisions needed when selecting the best HR software.
Buy the above Demonstration Template.


Buy the entire Implementation Template Collection & Save.


Actual screens and questions from this RFP template are shown below to illustrate how it enables you to easily collect the unique metrics needed to successfully identify, select, acquire, and implement the customer relationship management software solution best suited to your organization's needs.


This Master Toolkit INCLUDES All the Tools Below to Help Select CRM Software Successfully:


  In-Depth RFP Functionality - Obtain Meaningful Responses that are Easily Compared and Evaluated. This RFP Template INCLUDES the following capabilities:

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SAVE WEEKS, even MONTHS OF TIME by using over 3,100 feature criteria to quickly and accurately identify your exact needs, then simply delete the rest to easily create an unbiased customer relationship management RFP that best communicates your specific requirements to vendors!  Use this Excel-based, universally understood, and highly customizable template.  In addition, a detailed Feature to Cost Traceability function helps assure a smoother system inplementation and maximum ROI. View typical RFP Table of Contents.
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IDENTIFY FEATURE AVAILABILITY & DELIVERABILITY. Unlike other CRM software RFPs, Infotivity RFP Masters template automatically collect the information needed to identify BOTH the AVAILABILITY of software features, and their DELIVERABILITY, i.e., HOW those features will be delivered. Each customer relationship management RFP Master includes a Feature Support Matrix (FSM) to automatically capture this information, which can be used to create very accurate and reliable CRM software system implementation schedules. View samples here.
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    Determine RISK and SUPPORTABILITY. Customer Relationship Management with eCommerce Software RFP Masters automatically evaluate vendor response data collected to quantitatively determine the SUPPORTABILITY INDEX of each proposed software system. This index ranks the potential support problems inherent in each proposal. Accurately compare the amount of ongoing support needed to keep each proposed customer relationship management software system up and running. Measure the true impact of each system on your business over the long term.  View sample here.
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CUSTOMIZABLE WEIGHTED GRADE SCORING - (automatically calculate suitability to unique company needs!)

Highly flexible weighted grade score based on user-defined weights down to the detail row and response level is calculated for each RFP question criteria. This user-defined, customizable weighting allows vendor RFP responses to be evaluated based on your company's specific needs priorities. Calculate weighted scores by department, by workflow process, by application, or by activity to calculate a score that reflect the true value and impact of a proposed customer relationship management software system.

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    WORKFLOW TOPICS ensure the proposed CRM software for management can be fully integrated and utilized to enhance business procedures at all levels of the enterprise. View Workflow samples here.
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    VENDOR RESPONSE VALIDATION saves time and effort, and reduces errors, when evaluating vendor customer relationship management software proposals. View example here.
For a more detailed description of a vendor RFP response validation Click Here!
    EASILY CUSTOMIZED to meet your unique CRM system needs, using basic Excel techniques.
    PROVEN MS EXCEL TECHNOLOGY. Everybody already knows Excel. Save time & effort across the board!
    No installation, no learning curve.

  All Vendor Response Evaluation & Comparison tools listed below are INCLUDED with this customer relationship management software RFP. Evaluate Proposed Software Based on Suitability, Quality, Supportability, and Financial Impact.
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    "APPLES-to-APPLES" ERP FEATURE COMPARISON of vendor RFP responses (proposals) is assured by extensive use of quantitative RFP questions and full vendor response validation. Compare proposed CRM system software features side-by-side faster and more accurately with the fully automated Color Comparison Chart matrix included with this RFP at no extra charge. View a typical comparison here.
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    "CRM Response Evaluation Ratios (scores) indicate how a vendor is planning to provide the proposed solution, e.g. the pros and cons of a vendor proposal from a practical "is it doable?" perspective. See HOW a vendor is planning to address each of your requirements, and just how reliable it really is.. View a typical evaluation ratios here.
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RESPONSE QUALITY ANALYSIS RATIOS - SIDE-BY-SIDE COMPARISON - (Compare proposal feasibility side-by-side!)

Compare the "doability", i.e., the feasibility, of vendor proposals compared to each other in detail. See HOW each vendor is planning to provide the solution to your needs, and if that solution is really viable.

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    AUTOMATED WEIGHTED GRADE POINT SCORING is a quantitative measure of how well a proposed customer relationship management system matches up to your business priorities. This graph compares the overall total scores for each proposed CRM system. This Score is based on all CRM vendor responses except Pricing and Vendor Background. View sample 3-D Bar Chart comparison here.
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    Feature Delivery Methods This graph compares HOW each customer relationship management vendor is planning to deliver the proposed CRM system. The bars show how much of each competing system is going to be delivered Fully Supported "out-of-the-box", how much will be delivered using the Report Writer, a Configuration option or 3rd Party product, and how much is dependant on Custom Programming & Scripting. The scores used in this customer relationship management and comparison are based on responses to CRM system questions only, i.e., no vendor, pricing, or support responses are utilized. View sample 3-D Bar Chart comparison here.
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    Supportability Index A proposed CRM system could look very good on paper, but once implementation begins the reality could be very different. The ease with which a customer relationship management system can be implemented and maintained over it's expected life is controlled in large part by the amount of custom programming and scripting required to build & maintain the system. The Supportability Index is based on responses to CRM Software System Features only. This graph compares the potential support effort inherent in each proposed customer relationship management software system. View sample 3-D Bar Chart comparison here.
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    Overall Comparison This graph compares the total Weighted Score of each proposed customer relationship management system along with its Supportability Index and associated Vendor Profile. Use this when assessing the RISK of a proposed CRM system and whether or not the CRM system can indeed be implemented by the proposing vendor successfully. View sample 3-D Bar Chart comparison here.
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    Vendor Profile Scores This graph compares a score measuring the background, expertise, capabilities, and other data collected in the Vendor Global Issues section of the customer relationship management and eCommerce RFP. The Vendor Profile Score provides a way of assessing the Capabilities PROFILE of a proposing CRM vendor. View sample 3-D Bar Chart comparison here.


  The Supporting Documents below are INCLUDED with this CRM Software RFP:

COVER LETTER SAMPLES - Make the task easier with this customer relationship management RFP cover letter template collection. Choose from Letter samples designed for all events, such as "RFP Response Request", "Intent to Respond", "No Intent to Respond", "RFP Change Enclosed", "Proposal Rejection" "Finalist Selection", and " Best & Final Offer Request" to meet your unique CRM system needs.
FULL VERSION of the RISK ASSESSMENT MATRIX CHECKLIST focused on CRM system acquisition and implementation projects for working sample "Click Here"
BPR / BPE / WORKFLOW Processing Checklists - Excel-based template for mapping the current "AS-IS" state of an existing customer relationship management business process down to the data element level, a time-saving organizer when developing the new "TO-BE" state, or when trying to determine what is required to implement a new process, or when preparing for data conversion.
The OPTIMIZED RFP GUIDE. Designed to be viewed in a browser off-line, this document outlines the best procedures for creating custom CRM RFP questions. Included or Sold Separately
The CRM SOFTWARE CUTOVER CHECKLIST Helps Streamlines Implementation! Included or Sold Separately
MS Word DOCUMENTATION describing the organization and usage of the CRM RFP and Evaluation/Comparison matrices.


      (See bottom of this page for pricing information.)


      A Detailed & Comprehensive List of:

CRM System Features

      Thousand plus of pre-defined CRM RFP criteria ensure no important business requirements or software features "slip through the cracks".  All are in a quantitative format that guarantees vendor responses will be meaningful, consistent, and easy to compare. All questions are professionally prepared by application specialists to address BOTH the STANDARD features and EXCEPTION CASE software functions required.

customer relationship management  and eCommerce table of content


      Identify BOTH CRM Software Features Availability and Deliverability

      Unlike other RFP templates that try (and fail) to gather useful solutions data about complex customer relationship management system features, RFP Masters are not constrained to the use of summary-level "Yes" or "No" answers. This RFP Master uses a Feature Support Matrix (FSM) that identify BOTH feature AVAILABILITY and DELIVERY Method. This CRM RFP Master function is useful during both the customer relationship management software selection AND the system implementation phases of large projects because it enables effective Earned Value Management through detailed cross-referencing of usable CRM software functionality and vendor invoicing.

Scheduling functions sample questions


      Determine the Risk & Supportability of Proposed

CRM Software Solutions

      Unlike other RFP templates, an time and management software RFP Master template can illustrate potential support problems (and risk) inherent in vendor software proposals. The Feature Support Matrix (FSM) used in each RFP Master categorizes the inherent risk posed for each criteria, and uses that information to calculate the SUPPORTABILITY INDEX for each vendor RFP response. For example, a feature delivered "out of the box" FULLY SUPPORTED is less risky than one delivered through custom programming, even if the programming is free. This RFP Master function is useful during both the software selection AND the implementation phases of a large CRM/Ecommerce software because it enables effective Earned Value Management through detailed cross-referencing of usable software functionality and vendor invoicing.

RFP sample of questions taken from the customer relationship management overall capabilities section


      Workflow Topics Included.

      The ability of the proposed CRM/Ecommerce software to successfully integrate with existing business process workflows, or implement new workflows, is critical to a achieving the high productivity increases and ROI expected of the new CRM/Ecommerce software. This software RFP Master examines all pertinent Workflow features in detail.

typical workflow criteria questions for CRM


      Vendor Response Input Validation.

      Vendors must answer each RFP question by choosing from a pre-defined list of possible responses. See below for an example of this drop-down list. This forces all vendors to respond to each customer relationship management software question in a consistent, standard manner. Eliminates the days of time typically wasted trying to compare the inconsistent or incomplete vendor responses obtained by using traditional, non-quantitative RFP questions! Ensures vendor proposals are easy to compare and evaluate!

compliance issues sample questions from the CRM RFP Master template


      Color-Coded, "Apples-to-Apples" Comparison of Proposed Systems

CRM Software Comparison

      These comparison matrices automatically change vendor response cell background color to GREEN, YELLOW, or RED, to reflect how favorable each response is to your needs! Compared to the tedious task of reviewing hundreds of mono-color Yes/No answers, these colored responses allow problem areas to be spotted more easily, and risk assessment is made much more accurate. All required response comparison matrices are included and ready-to-use! Quickly and easily compare customer relationship management software system proposals side-by-side, feature by feature, in detailed comparisons you control! Keep your project on-schedule and under-budget.

sample of vendors answers side by side to compare in the matrix


      Evaluation Ratios

      Use an extensive set of ratio calculations to compare CRM vendor proposals quickly and efficiently.


      Weighted Grade Score Graph

      Compares the Weighted Grade Point Score calculated for each proposed CRM/Ecommerce software. This is calculated as follows: The customer relationship management vendor response to each RFP question is assigned an unweighted "raw" score. This raw score is then multiplied by the weight factor you entered previously (default = 1) for that CRM software RFP question to calculate the weighted score for each response. All of these individual scores are then totaled for use in this comparison. This score is essentially a measure of how well a CRM software system fits your business and software needs, prioritized by the weight (importance level) you assigned to each question in the RFP. In essence, this score measures the SUITABILITY of each proposed CRM/Ecommerce software system to your overall requirements. . NOTE this score measures just software functionality, and does not include any measure of vendor background, expertise, support, or programming ability.


      Feature Delivery Method Comparison:

      An analysis of how each customer relationship management vendor is proposing to deliver the system feature/function contained in their CRM proposal. The graph below shows the percentage that is Fully Supported "out-of-the-box", the percentage to be done via Report Writer, a Configuration Parameter, or Third-Party add-in, versus the percentage to be done via Custom Coding (Scripting / Programming). This information is very useful in terms of identifying RISK, since a Fully Supported (and tested) CRM feature presents far less risk than that same feature done as a "custom programming" task. Also, see the Supportability Index, which sums up these detail risk factors.


      CRM/Ecommerce Supportability Index Graph:

      The Supportability Index is a forecast of how much customer relationship management software support and maintenance may be required to keep each proposed software system running at full potential over it's lifetime. This score is determined by how much custom coding is required to implement the proposed CRM software, and which business processes depend on the customized software.


      Overall Comparison Graph:

      This graph compares both the Weighted Grade (Suitability) Score, Supportability Index, and the Vendor Capabilities Profile side-by-side for easy reference. It is important to see how much custom coding is in a proposed CRM system that also has a high Weighted Score, along with the Vendor Profile. The more custom code, the higher the risk posed by that customer relationship management system. Therefore, the more custom coding, the more expertise and capabilities a vendor should have.


      Vendor Profile Score Graph:

      The backgrounds, expertise, capabilities, and certifications of each vendor is obtained in the Vendor Global Issues section of the CRM RFP. The vendor responses to this section are totaled separately from the software functionality topics, and this data is used to calculate the "Vendor Profile Score". The higher the score, the more CAPABILITIES a vendor is probably going to be.



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CRM Software RFP Template Collection - Customer Relationship Management Software Requirements Checklist, Request for Proposal (RFP) and Vendor Response Evaluation Template Collection.

  • Unlimited Vendors and Staff Users
  • ALL 3,100+ Request for Proposal Criteria
  • FULL Requirements Checklist with GAP-Fit
  • In-Depth Request for Proposal
  • Weighted Grade Scoring
  • Supportability Index Scoring
  • Side-by-Side Response Comparison with Heat Map
  • ALL Vendor Response Evaluation Ratios
  • ALL Financial Analysis Ratios
  • FULL Response Evaluation Scorecard
  • ALL 3-D Bar Chart Comparison Graphs
  • FULL Optimized RFP Guide
  • ALL BPR/BPE Workflow Checklists
  • FULL Cutover (Go Live) Checklist
  • ALL Documentation
  • FREE SUPPORT - Telephone/Email
  • UNLIMITED Staff Users
  • Distribute RFP to UNLIMITED Vendors
  • Use in UNLIMITED Number of Projects

$379.00 US         (Secure Checkout)


CRM DEMONSTRATION SCRIPT ONLY - A very detailed script that enables any number of staff members to assess all or part of a vendor CRM/Ecommerce software demonstration.

  • Comprehensive CRM Demonstration Scenarios/Requirements
  • Demonstration/Presentation Matrix w/Schedule
  • Detail Level, User Defined Scoring
  • FREE SUPPORT - Telephone/Email
$299.00 US         (Secure Checkout)


CRM Software Implementation Template Collection - Already selected software? If so, these templates will help streamline each step of the software implementation process.

  • Comprehensive Cutover Checklist
  • Workflow Checklist
  • FREE SUPPORT - Telephone/Email
$79.00 US         (Secure Checkout)


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customer relationship management management software selection


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Customer Relationship Management (CRM) Software RFP Template - Top If you have questions, please Contact Us!


More advice and tips are available at How to Select ERP Software


You may also be interested in an RFP Template for:

Customer Relationship Management (CRM) with Ecommerce software.

Just starting a project and need a good system requirements Fit-GAP template?

Obtain a General Fit-GAP template for FREE here.

Looking for a qualified, local system selection consultant? An Infotivity-certified consultant offers the expertise and tools needed to provide valuable advice & services at each step of the system platform selection process! Let us recommend a certified consultant!


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