Marc Allen, CRM Project Manager
Having had previous disappointments, we brought in BPG to learn how to conduct a successful CRM procurement. We wanted to ensure both we and our new supplier understood the deliverables and that all contract and governance issues were stated clearly and agreed from the start. As BPG’s suggestion, the vendor was asked to do an extensive scoping study to define the requirements including all software design, data and testing elements. BPG then vetted this with impressive rigour and due diligence. The scoping study gave us a strong foundation because it spelled out up-front exactly what we could expect and provided insurance against escalating costs. It also gave us a comeback if the results didn’t live up to expectations.