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

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A good RFP isn’t just a list of technical requirements you’re ticking off; there are people interacting with your support software. Your customer support tool touches so many parts of your organization—it’s serious business—so be prepared to invest some time in getting it right from the start.

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11 Steps to a Better RFP Document

  1. 1. 11 Steps to a Better RFP Document How planning ahead can extend the life of your new customer support solution
  2. 2. 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?
  3. 3. Narrow the field Shortlist your vendor options based on critical criteria like licensing model and budget.
  4. 4. Factor in all the costs Don’t forget to include support and training, implementation, customization, annual licensing fees, and future upgrades.
  5. 5. GATHER REQUIREMENTS FROM ALL STAKEHOLDERS 1 2 3 4 Support staff Customers Partners and suppliers Managers 5 IT
  6. 6. Assign priority weightings When prioritizing features and capabilities, know the difference between a showstopper and a nice-to-have.
  7. 7. Allow for growth Try to anticipate things you may not need today, but you may want or need in the future.
  8. 8. 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?
  9. 9. Ensure security and uptime If you’re considering SaaS solutions, be sure to ask about security policies, uptime history, and maintenance downtime.
  10. 10. 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.
  11. 11. Understand deployment time Ask how long a typical implementation takes and be prepared to manage those expectations with your stakeholders.
  12. 12. 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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