Have you ever been involved in an enterprise customer relationship management (CRM) procurement and deployment process? If so, the City of Casey in Melbourne, Australia would like your help in improving the process of CRM procurement.

The purpose of this project is to convert hundreds of individual anecdotal observations into a valid survey sample and in so doing, fundamentally improved CRM procurement. We welcome your participation.

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Better tender requirements

We are using a disciplined approach to CRM procurement. Our goal is to include the evidence-based survey in our requirements phase to ensure anecdotal opinions no longer sway CRM procurement. More broadly, we want to make procuring an enterprise CRM a shorter, more rigorous process for organisations globally.

Graphic of streamlined procurement vs current procurement method

The City Of Casey will use the survey results to assist in the procurement of the enterprise wide CRM. The results will be published in full under a Creative Commons Attribution license. The survey is being conducted by a project team in our Improvement and Innovation group.

  • CRM Desktop Research

    The CRM desktop research describes the City of Casey CRM Desktop Research and Conference Room Pilot undertaken in November 2020.

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  • Conference Room Pilot

    The Conference Room Pilot validated the CRM vendor’s solutions against the business processes of end-users of the software

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  • Vendor Briefing Pack

    The Vendor Briefing Pack is the document used to define the requirements of the Conference Room Pilot.

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  • Use Case Diagrams

    The Use Case Diagrams provided to vendors to clarify the requirements of the Conference Room Pilot

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  • Survey specification

    The survey Specification describes the method we are using to ensure the survey is conducted appropriately to gather a valid sample of survey responses.

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  • Project Documents

    The CRM procurement Document List contains redacted versions of all the main documents and artifacts produced for the project so far. The City of Casey CRM survey artifacts have been released under a Creative Commons Attribution 4.0 International License.

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This work is licensed under a Creative Commons Attribution 4.0 International License.

This license lets allows you to distribute, remix, adapt, and build upon our work, even commercially, as long as you credit us for the original creation.