An Am Law 200 firm learned that its current customer relationship management (CRM) system was being discontinued by the vendor. Given that the system was not fully meeting the firm’s needs, the CIO and marketing director engaged Calibrate to support their selection process for new CRM and marketing automation vendors.
Calibrate interviewed stakeholders from IT and marketing to develop a comprehensive set of business requirements for the system in eight categories. After researching vendor capabilities, the Calibrate team developed a short list of qualified CRM and marketing automation vendors who received a request for proposals from the firm. Calibrate project-managed the RFP process, including acting as single point of contact between the vendors and the firm, and provided an analytical report ranking the vendors in all RFP categories.
The firm benefited from Calibrate’s independent, data-driven viewpoint on the CRM market and strong project management capabilities. The CIO and marketing director were able to complete the entire RFP process within a three-month period with minimal time required by their staff members.