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CX software evaluation

When it comes to selecting the right CRM solution, there are often conflicting opinions: Sales and Marketing want Salesforce, IT swears by a CRM system from SAP, and Service prefers a solution developed in-house. But which system is really the right one for your company? This is where structured CX software evaluation can provide a well-founded answer.

When selecting a CRM solution, businesses are faced with a seemingly insurmountable task: No one system covers all requirements – and there isn’t a single one that will make all departments happy. Moreover, CRM systems offer very diverse and wide-ranging functions and there is currently a total of over 100 providers, rendering this decision even more difficult.


With comprehensive, vendor-independent CRM consulting, supporting prototyping, and our methodology for CRM evaluation, we help you make your decision on a sound basis. The specifications of the new processes are defined in joint workshops with Sales, Marketing, Service and IT. The long list of CRM system functions is of secondary importance.

Instead, the evaluation focuses on detailed process flows, the integration of the future solution into the existing system landscape, future-proofing, user-friendliness, and a 360-degree view of your customers. In addition to a CRM roadmap, a detailed system architecture and the specific project approach, we also provide you with a clear basis for decision making as well as recommendations for your management.


Our system architects and strategy consultants have a very broad range of expertise as well as many years of experience, gained in the course of numerous CRM projects. Through continuous collaboration with CRM software vendors and major implementation partners, we know most of the popular CRM solutions from practical experience. Thus, we also manage the seamless transition from software evaluation to implementation.

Evaluation process

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Phase 1

To analyze the ACTUAL situation

To define the TARGET architecture based on the CRM target vision

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Phase 2

To define requirements

To convert business requirements into technical requirements

To pre-select providers and identify matching CRM modules

To define the evaluation criteria and establish their weighting

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Phase 3

To determine the TOP 3 providers (shortlist)

To prepare the Request of Proposal (RoP)

To obtain proposals from providers

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Phase 4

To present the use cases

To compare the proposals based on the RoP

To create an assessment matrix

To prepare the basis for decision making

Solutions in focus

Whether you are looking for a complete CRM system or a pure marketing automation solution, we will help you make the right choice. As part of our assessment process, we evaluate the following manufacturers, among others:


Your contact person

Andres Martinez

Andres Martinez

+49 151 10839235

More on the subject



We all know that consistently positive customer experiences are key to future market success. But how can these experiences be created in the first place? And how can they be used for business success? Let’s take a focused approach – using precise customer journey maps!



Your Customer Relationship Management (CRM) strategy and processes have been defined. You’ve also found the right software provider. Now it’s time to implement your customized CRM solution. But even a perfect project plan must take unexpected events, hurdles, or challenges into account. This is why agility and flexibility are key to successful implementation.

Process consulting


In our volatile and complex world, it is becoming more and more important for companies to act quickly and flexibly. The key prerequisites for this are agile processes and structures. Those who harness the potential of digitization and automation can benefit from entirely new ways to adapt quickly to current market conditions and meet changing customer needs – and tap into new customer groups with new products or services.