Download - 11 Steps to a Better RFP Document
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11 Steps to a BetterRFP Document
How planning ahead can extend the life of your new customer support solution
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Define the objective
Know what you want the outcome to be and state it. What specific problems will the new tool solve? What will success look like?
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Narrow the field
Shortlist your vendor options based on critical criteria like licensing model and budget.
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Factor in all the costs
Don’t forget to include support and training, implementation, customization, annual licensing fees, and future upgrades.
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GATHER REQUIREMENTS FROM ALL STAKEHOLDERS
1
2
3
4
Support staff
Customers
Partners and suppliers
Managers
5 IT
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Assign priority weightings
When prioritizing features and capabilities, know the difference between a showstopper and a nice-to-have.
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Allow for growth
Try to anticipate things you may not need today, but you may want or need in the future.
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Profile the vendors on your shortlist
Do your research. What do their customers say? What’s the support experience like? What does
their product roadmap look like?
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Ensure security and uptime
If you’re considering SaaS solutions, be sure to ask about security policies, uptime history, and maintenance downtime.
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Request a tailored demo
Insist on a demo customized to your specific use case. Even if you follow best practices, there may be variations
in your approach.
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Understand deployment time
Ask how long a typical implementation takes and be prepared to manage those expectations with your stakeholders.
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Don’t forget company culture
Ask about the vendor’s vision, company culture, and values. Make sure they match the product and the cultural values of
your organization.
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