CRM Vendor Selection and Implementation

---

CLIENT:

Major Life-Sciences Organization

BACKGROUND:

Client is an international non-profit that provides vital services in the areas of disaster relief, lifesaving blood and training. The project was focused on U.S.-based software vendor selection encapsulating telemarketing and consumer services. 

CHALLENGES:

Client customers and prospects were becoming increasingly exasperated with the overuse of contact follow-up and tele-prospecting phone calls. This challenge stemmed from an outdated, inaccurate customer/prospect database as well as a consistent contact management process.

WHAT I DID:

Led the client through all aspects of software vendor selection including selection criteria, requirements development, RFP development, vendor demonstrations, and a disciplined scoring methodology.  Facilitated a team of clients consisting of both business and technology participants. 

Additionally, led the client through the selection process coupled with the development of a 5-year Total Cost of Ownership totaling 30 million dollars. Finally, helped developed an 18-month program for implementation.  

RESULTS:

Accelerated the CRM vendor selection from a lingering year-long, high cost process to ~3 months