US Holocaust Memorial Museum RFP: Customer Relationship Manager (CRM) PILOT

Notice ID: 95476724C1692

The United States Holocaust Memorial Museum, (hereafter referred to as “The Museum” or “USHMM”), is currently seeking a contractor to provide a Pilot Customer Relationship Manager solution.

The Museum has been in the midst of a multi-year strategic planning exercise. As a result of this, program offices have clearer use cases and ideas for how to use a CRM to support their goals of growth in target audiences. The Jack, Joseph, and Morton Mandel Center for Advanced Holocaust Studies (“the Mandel Center”) has spent several years developing a comprehensive CRM strategy and would like to begin testing and using a system in order to track progress towards their completed strategic plan.

Statement of Work: Initially, our approach for The Mandel Center is a simpler scope based on this set of requirements:

• Collect and maintain active ongoing relationships, interactions with contacts and capture and maintain data regarding them
• Capture interactions with those contacts and the Mandel Center through their engagement with this office and its programs (seminar participant, researcher, academic committee, etc) resulting in a clear view of how our participants are shaped by their interactions with us
• Tag those interactions by type
• Report on data in order to get a clearer picture of stakeholder journeys and relationships within the Mandel Center
  • Allow us to identify contacts based on attributes for specific use cases (see attachment A- Boston College)
• Improve data accuracy through standardized inputs and workflows
• Minimize manual, duplicative and repetitive processes (e.g. replace 50 spreadsheets tracking contacts and interactions)
• Ability to have user-defined fields- we want a largely off-the-shelf system that we can customize at the field level (not customize the solution)
• Intuitive design that is straightforward and easy to navigate
• We anticipate the following licensing and data requirements; however, these numbers will ebb and flow over time, with greater needs at the institutional level to be defined.
• Max8superusers
• Access by 30 users
• No more than10,000 contact records initially
• See Attachment B for a list of user stories

The Museum would like to identify a system that has the following capabilities:

• Collect and maintain contacts
• Capture interactions with those contacts and the Museum through a full lifecycle and across multiple touchpoints, engagements and intersections with the museum (donor, seminar participant, researcher, etc)- a 360 degree view of our contacts
• Tag those interactions by type
• Report on data in order to get a clearer picture of stakeholder journeys and relationships, including eventually managing our donor pipeline
• Ability to simply personalize, manage and track communications and engagements with stakeholders
• Intuitive design that is straightforward, easy to navigate

Read more here.

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