CRM implementation: 9 points for choosing the ideal partner

Choosing the ideal partner for implementing a dedicated CRM system is one of the most important decisions for a company's growth. Do you know what to look for to avoid costly mistakes and ensure success? This article is a comprehensive guide that will show you 9 key areas of evaluation, from technical competencies to financial aspects, helping you find the contractor who best meets your expectations.

Table of contents

Introduction

• Technological experience:
  
  Does the partner know the technologies you use (e.g., Ruby on Rails, specific databases, frameworks) and can they work in a similar environment?


• Technical implementations:
  
  Check if the company has a track record of successful CRM implementations or other web applications of comparable scale and complexity. This confirms practical skills and minimizes project risk.


• Solution flexibility:
  
  A good CRM implementation is not an off-the-shelf product. The partner should be able to adapt the system to your processes, not the other way around – flexibility is key here.


• Scalability and performance:
  
  Ensure the system can handle an increasing number of users and data. The architecture should be designed not to slow down your business as it grows.


• Tools and accelerators:
  
  Ask if the vendor uses ready-made components, libraries, or proprietary tools that speed up work. This can significantly reduce project time and costs.

• Industry knowledge:
  
  Verify if the partner has carried out projects in your industry or in related areas. Knowledge of processes, regulations, and customer expectations facilitates understanding your needs and reduces the risk of errors.


• Project portfolio:
  
  Review available case studies and implementation descriptions. Focus on CRM projects with similar goals, scale, and complexity. The more similar implementations, the greater the chance of success for your project.


• Client references:
  
  Ask for the opportunity to contact the partner's existing clients. Inquire about the course of cooperation, communication quality, project results, and any difficulties. Direct feedback is a valuable source of information.

• Team member qualifications:
  
  Pay attention to who exactly will be implementing the project. Check the experience of developers, architects, analysts, and testers. Ask about their certifications (e.g., programming, project management like Scrum Master, Product Owner).


• Team stability and availability:
  
  Find out if key personnel will be available throughout the project duration. A stable, dedicated team means less risk of delays and greater continuity of project knowledge.


• Direct contact with the team:
  
  Check if you can meet the team before signing the contract. Talking to the project manager, architect, or technical lead allows for a better assessment of their fit with your work style and communication level.


• Roles and specialist support:
  
  Determine if the partner provides all necessary project competencies – from a project manager, through UX/UI designers, to specialists in integration, databases, and administration. A full team ensures greater efficiency and fewer surprises.

• Project management methodology:
  
  Find out if the partner works in an Agile model (e.g., Scrum) or prefers a Waterfall approach. Ensure the chosen methodology matches your organizational culture.


• Project plan and stages:
  
  Ask for an outline of the implementation plan – from requirements analysis, through development and testing, to production deployment and a potential stabilization phase. A clear schedule and logical division into stages indicate professionalism.


• Requirements and change management:
  
  Check if the partner conducts pre-implementation analysis and workshops with business users. Ask how they react to changes during the project – flexibility is valuable, but it should be supported by a scope management process.


• Transparency and reporting:
  
  Ensure continuous access to information. The partner should offer regular status meetings, progress reviews, and access to tools such as JIRA, Trello, or code repositories. Transparency allows for quicker detection and resolution of problems.


• Delivery and testing:
  
  Make sure the partner has a quality assurance process: internal QA tests, User Acceptance Tests (UAT) on your side, clearly defined acceptance criteria. If needed, plan a phased or pilot implementation.

• Integrations with key systems:
  
  Ask if the new CRM will be able to smoothly exchange data with the systems you already use – e.g., ERP, accounting system, e-commerce, or marketing tools. The partner should have a ready integration plan.


• Integration experience:
  
  Verify if the provider has experience with integrations using APIs, REST/SOAP, webhooks, or ESB. Integrations can be complex, so not only technology knowledge but also the ability to handle their limitations is important.


• Data consistency:
  
  Ensure the partner will include data synchronization and consistency between systems in the project. It's worth asking about mechanisms for eliminating duplicates, resolving data conflicts, and ensuring data integrity.


• Historical data migration:
  
  If CRM is to replace an older system, data migration will be necessary. Ask if the partner has experience with this, if they anticipate trial migrations, and if they will allow data verification before final transfer.


• Open architecture:
  
  Check if the CRM architecture will be open to future integrations. Documented APIs and the ability to connect additional tools give you flexibility and protect you from being locked into a single technical ecosystem.

• Channels and responsiveness:
  
  Find out what daily communication will look like. Will you receive a dedicated contact person (e.g., a project manager)? Assess how quickly the partner responds to messages and how efficiently they act in situations requiring a response.


• Language and work culture:
  
  Ensure there are no language or cultural barriers. The project team should communicate effectively in a language that is comfortable for you. The work style and approach to formalities should align with your organization.


• Alignment of cooperation style:
  
  Check if the partner has a similar approach to project management – e.g., whether they prefer strict scope control or allow for a flexible approach and iterative implementation of changes. A good alignment of work style helps avoid tension and misunderstandings.


• Proactivity and engagement:
  
  A good partner not only performs tasks but actively advises and proposes valuable solutions. Ensure the vendor understands your business goal and engages in the project by asking questions and seeking the best solutions.

• Security standards:
  
  Ask if the company has formal security policies and certifications confirming compliance with international standards (e.g., ISO 27001). External audits and policy documentation prove that security is not treated superficially.


• GDPR compliance:
  
  Check if the partner knows and applies GDPR regulations. Do they foresee signing a data processing agreement? Do they ensure compliance with the principles of data minimization, purpose limitation, and protection of user rights?


• Application and data security:
  
  Determine what technical safeguards will be applied in the CRM application. Pay attention to data encryption, access control, protection against XSS and SQL Injection attacks, and planned penetration tests and vulnerability scanning.


• Backup and disaster recovery:
  
  Find out if the partner has procedures for regular backups and a disaster recovery plan in case of system failure. Ask where and how long backups are stored and how quickly data can be restored in a crisis situation.


• Confidentiality and data access:
  
  Ensure the partner will sign an NDA and that only individuals directly involved in the project have access to the data. Ask about procedures protecting against unauthorized copying or data leakage – including on test environments.

• Cost and transparency of valuation:
  
  Ask for a detailed quote and check if it fits your budget. Licenses, development, integrations, training, maintenance – each of these items should be clearly itemized. A transparent offer facilitates comparison and prevents hidden costs.


• Billing model:
  
  Find out if the partner proposes a fixed price or billing based on actual working time (Time & Materials). Choose the model that suits your project management style and accepted risk level.


• Payment schedule:
  
  Check how payments are distributed – whether a deposit is required, whether payments are made in stages, or perhaps the entire amount is payable after the implementation is complete? The schedule should reflect the actual progress of work and be convenient for you.


• Maintenance and development costs:
  
  Find out how much further system maintenance and development will cost. Is there a warranty period included in the price? What will be the costs of additional functionalities or modifications in the future? Analyze the total cost of ownership (TCO) over several years.


• Hidden costs and savings:
  
  Ensure the partner will not charge additional fees, e.g., for a larger number of users, a larger volume of data, or new modules. A good provider should also indicate possible savings and financial benefits resulting from the implementation – e.g., shorter customer service time or automation of sales work.

• Vendor stability:
  
  Investigate how long the company has been on the market, how many employees it employs, and if it has a stable financial background. A partner with an established position provides a greater guarantee of continuous support after implementation and less risk of problems during project execution.


• Scale vs. attention:
  
  Too small a team may have difficulty implementing the project at the right pace, and too large a company may treat your implementation as secondary. Ensure the partner has adequate resources but also provides an individualized approach to your project.


• Formal arrangements and legal security:
  
  A well-structured agreement is the basis for secure cooperation. It should include a clear scope of work, schedule, payment terms, quality guarantees, confidentiality clauses (NDA), and provisions regarding intellectual property – especially source code and data.


• Flexibility and organizational fit:
  
  Check if the partner can adapt to your company's way of working – e.g., cooperate with your internal IT team, adapt to your tools, or flexibly approach the organization of meetings and workshops.


• Culture and values:
  
  Pay attention to whether the partner shares values important to your company – such as transparency, innovation, or customer focus. Cultural alignment facilitates communication, problem-solving, and joint decision-making in difficult moments.

Summary

Understanding your needs is key for us, which is why we focus on transparency and share knowledge so you can make the best decisions. We will gladly present how we practically implement each of the 9 points, clearing up any doubts.

Let's talk about what really matters in CRM projects – fill out the form and schedule a consultation.