CRM Decision Matrix

What's inside

• Must-have gates

  PASS / FAIL / UNKNOWN qualification — failed mandates disqualify before scoring.

• Weighted criteria

  SAMPLE weights to replace: pipeline, automation, usability, platform, commercial.

• Vendor scoring matrix

  1–5 and N/E scores with confidence; weighted fit totals toward 100.

• Evidence register

  Hands-on, demo, docs, pricing, and references with dates and evaluators.

• Cost, risk & sensitivity

  Year 1 / 3-year TCO, risks, and weight scenarios that test ranking robustness.

• Recommendation pack

  Ranked summary, trade-offs, open conditions, and signatures — PDF for the committee.

What this tool helps you do

• →

  Compare finalists consistently

  Same gates, weights, and score scale across every shortlisted CRM.

• →

  Keep must-have failures out of averages

  Binary gates disqualify before weighted fit is compared.

• →

  Weight what matters to your team

  Replace SAMPLE weights so the ranking reflects your priorities.

• →

  Track evidence behind scores

  Confidence labels and an evidence register keep claims auditable.

• →

  Compare cost against fit

  Year 1 and 3-year TCO sit beside weighted fit — unknowns stay blank.

• →

  Surface unresolved questions

  UNKNOWN gates, N/E scores, and open risks stay visible before approval.

• →

  Test whether the result survives reweighting

  Sensitivity scenarios show if the leader is robust or fragile.

• →

  Document the final recommendation

  Winner, trade-offs, open conditions, and signatures for later audit.

How to use this matrix

1. 1

   Name finalists

   Vendor A–D plus status quo when replace-vs-keep is still open.

2. 2

   Run must-have gates

   PASS / FAIL / UNKNOWN — resolve unknowns before approval.

3. 3

   Set weights to 100%

   Replace SAMPLE weights with your committee’s priorities.

4. 4

   Score with evidence

   1–5 or N/E plus confidence; link sources in the evidence sheet.

5. 5

   Add cost & risk

   TCO where known; risks with likelihood, impact, mitigation.

6. 6

   Recommend & hand off

   Write why / trade-off / open conditions — then build the Business Case.

Representative modules from the Excel decision engine and PDF summary. Full pack includes gates, weights, scoring, evidence, TCO, sensitivity, and recommendation.

1. Step 1

   1. Decision overview & framework

   Project framing, shortlist, decision rules, and the qualify → score → cost → risk → recommend flow.

   • →Finalists and status quo named — Setup sheet — rename Vendor A–D to real products.
   • →Decision rules agreed — Failed gates, unknowns, weight changes, evidence standard.

2. Step 2

   2. Must-have gates

   Binary qualification — never averaged into weighted fit.

   • →Mandatory requirements listed — Import from Requirements Builder / Evaluation Checklist.
   • →PASS / FAIL / UNKNOWN per vendor — Qualification status calculated in Excel.

3. Step 3

   3. Weights & scoring

   SAMPLE weights sum to 100% — replace before trusting totals.

   • →Criteria weights total 100% — Workbook flags when the sum is wrong.
   • →Scores 1–5 or N/E with confidence — Weighted contribution = score/5 × weight.

4. Step 4

   4. Cost, risk & sensitivity

   Commercial and robustness context beside fit.

   • →Year 1 and 3-year TCO inputs — Leave unknown lines blank.
   • →Sensitivity scenarios noted — BASE / COST-HEAVY / USABILITY-HEAVY robustness check.

5. Step 5

   5. Recommendation

   Human judgment with an auditable trail.

   • →Recommendation and trade-offs written — Why this vendor — and why not the runner-up.
   • →Open conditions before contract — Then hand off to the CRM Business Case Template.
6. Flow: Qualify → Score → Compare cost → Assess risk → Recommend

Worked example (illustrative)

Hypothetical Vendor A / B / C scenario for teaching the matrix — not a SoftwareGlimpse case study or product ranking.

What counts as evidence?

Related resource journey

FAQ