# CRM Decision Matrix

**Stable URL:** [/resources/crm-comparison-worksheet/](/resources/crm-comparison-worksheet/)  
**Primary download:** [Excel decision engine](/resources/crm-comparison-worksheet.xlsx)  
**Secondary:** [PDF decision summary](/resources/crm-comparison-worksheet.pdf)

Compare shortlisted CRM platforms using **must-have gates**, **weighted criteria**, **evidence confidence**, **cost / TCO**, and **risk** — then document why one option wins.

This is **not** an evaluation checklist. Pass / Partial / Fail as a row result model belongs on the [Evaluation Checklist](/resources/crm-evaluation-checklist.md) and per-vendor capture on the [Vendor Scorecard](/resources/crm-vendor-scorecard.md). Gates here use **PASS / FAIL / UNKNOWN**. Weighted criteria use **1–5** or **N/E**, with confidence **HIGH / MEDIUM / LOW / UNKNOWN**.

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## How this fits the journey

1. [Requirements Builder](/tools/crm-requirements-builder/) — define what you need  
2. [CRM Finder](/tools/crm-finder/) — initial shortlist  
3. [Evaluation Checklist](/resources/crm-evaluation-checklist.md) — what to test  
4. [Vendor Scorecard](/tools/crm-vendor-scorecard/) — per-vendor evidence  
5. **Decision Matrix (this resource)** — compare finalists and choose  
6. [Cost / TCO calculators](/tools/crm-cost-calculator/) — validate commercial inputs  
7. [Business Case Template](/resources/crm-business-case-template.md) — approval ask  
8. [Implementation Planner](/tools/crm-implementation-planner/) — delivery  

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## Core model

### A. Must-have gates (binary)

PASS · FAIL · UNKNOWN  

A failed true must-have **disqualifies** — it is never averaged into weighted fit.

### B. Weighted criteria (1–5 × weight)

Contribution = score ÷ 5 × weight%  
Total toward **100**.  
**N/E** = not enough evidence (do not treat as zero silently).

SAMPLE weights in the Excel file are labelled **SAMPLE — REPLACE WITH YOUR OWN** and sum to 100%.

### C. Commercial & risk (separate)

Year 1 cost · annual recurring · 3-year TCO · implementation · adoption · contract · unknowns  

Unknown cost ≠ 0.

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## Excel sheets (primary)

| Sheet | Purpose |
| --- | --- |
| 00_READ_ME | Instructions & methodology |
| 01_SETUP | Project, vendors A–D, status quo |
| 02_MUST_HAVE_GATES | Qualification |
| 03_CRITERIA_WEIGHTS | Weights (must total 100%) |
| 04_VENDOR_SCORING | Scores, confidence, weighted totals |
| 05_EVIDENCE | Evidence register |
| 06_COST_TCO | Cost model |
| 07_RISK | Risks |
| 08_RESULTS | Dashboard links |
| 09_SENSITIVITY | Weight scenario notes |
| 10_RECOMMENDATION | Decision record |

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## PDF (secondary)

Executive printable summary (~10 pages): overview → framework → gates → weights → scoring → category compare → cost → risk/confidence → results → recommendation.

Leave snapshot scores and TCO blank until Excel inputs exist. Do not invent vendor capabilities or prices.

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## Methodology rules

1. Hard gates ≠ weighted preferences.  
2. Failed mandatory requirements cannot be averaged away.  
3. Unknown evidence ≠ failure.  
4. Unknown cost ≠ €0.  
5. Vendor claims are not automatically HIGH confidence.  
6. Do not fabricate scores, prices, or evidence.  
7. Small score gaps may not imply meaningful superiority when confidence differs.  
8. The matrix structures judgment — it does not replace it.