The CRM RFP Template Built for Manufacturers

A structured CRM evaluation for a mid-market manufacturer typically takes 8 to 16 weeks from initial requirements gathering to vendor selection. This includes 2 to 3 weeks to define requirements and distribute the RFP, 2 to 4 weeks for vendors to respond in writing, 2 to 3 weeks of scoring and shortlisting, and 2 to 4 weeks of demos, reference calls, and final negotiation. Using a structured RFP template from the start compresses the requirements phase significantly and makes vendor comparison faster because every vendor has answered the same questions.

Generic CRM evaluation checklists cover standard features like contact management and pipeline tracking. This template is built specifically for manufacturers and distributors, which means it includes categories that generic checklists omit: territory and target management for complex go-to-market models, ERP integration with Epicor Kinetic, RMA and repair workflows inside the service module, account-based marketing with ERP-sourced segmentation, and AI analytics that combine CRM and ERP data. It was built from real selection projects, not assembled from vendor marketing materials.

The template includes 93 questions organized across 11 categories: Customer and Account Management, Sales Process and Activity Management, Pipeline Management, Territory and Target Management, Marketing and Lead Management, Customer Service Capabilities, ERP Integration with Epicor Kinetic, Platform Integration and API, AI and Analytics Capabilities, Implementation and Cost of Ownership, and Administration, Security and Compliance. It also includes a vendor-response framework and a weighted scoring workbook delivered by email after download.

Yes. The template was built from real CRM selection projects with manufacturers running Epicor Kinetic. It includes a dedicated category for ERP integration with Epicor Kinetic covering pre-built connectors, live data queries, writeback capability, field-level mapping, and error handling -- questions that generic CRM RFP templates do not address. Manufacturers using other ERP platforms can still use it, but the Epicor-specific section is the core differentiator.

Send the full list of 93 questions to each vendor on your shortlist and request written answers. Use the vendor-response framework included in the scoring workbook to categorize each answer, standard, no-code configuration, add-on, custom code, planned, or not supported. Score each response on a 1 to 5 scale, apply importance weights by category, and compare the resulting capability profiles side by side. The weighted scores roll up into a capability graph that shows each vendor's strengths and gaps across all 11 categories.

Manufacturers should ask CRM vendors 14 specific questions about implementation and cost of ownership: whether the vendor provides a fixed-fee implementation estimate covering configuration, migration, integration, and training; what is included in the base per-user license versus charged as add-ons; whether the Epicor Kinetic integration is owned by the vendor or partner during implementation; what the typical go-live timeline looks like for a manufacturer of similar size; what is covered by the annual support fee versus billable separately; and whether the vendor provides contractual data portability protections if the customer terminates the contract.

The Epicor Kinetic integration category covers six specific questions: whether the vendor provides a pre-built maintained integration, whether it surfaces live Epicor data (pricing history, order status, shipment status) without switching applications, whether it supports writeback from CRM to Epicor, whether it exposes Epicor part numbers and customer-specific pricing inside the CRM quoting workflow, whether field-level mapping is configurable without custom code, and whether the integration includes error handling and sync failure alerting.

CRM platforms with documented integration support for Epicor Kinetic include SugarCRM (via TCP's Fluent integration), Salesforce (via third-party connectors), and Microsoft Dynamics 365 (via native Epicor connector). The depth of integration varies significantly across platforms. Key differentiators to evaluate include whether the integration supports live data queries without synchronization delays, whether writeback from CRM to Epicor is supported, and whether the integration is maintained by the vendor or relies on a custom build. TCP Americas specializes in CRM selection and implementation for Epicor manufacturers and has field-tested these integrations across multiple deployments in the Americas.

A CRM RFP template is a structured list of questions that manufacturers send to CRM vendors to evaluate platforms on consistent criteria. Manufacturers need one because vendor demos are designed to highlight strengths rather than expose gaps. A standardized RFP forces every vendor to answer the same questions in writing, so you can compare platforms on the things that actually determine success: ERP integration, pipeline management, territory structure, and implementation cost, rather than on presentation quality.

A weighted CRM scoring model assigns an importance score (1 to 5) to each evaluation category based on your organization's priorities, then multiplies it by the vendor's performance score (1 to 5) for each question. A must-have capability rated importance 5 and scored 4 out of 5 produces a weighted score of 20. Section totals roll up into a capability profile that lets you compare vendors numerically across all 11 categories rather than relying on subjective impressions from demos.