This is part 1 of a series on choosing a Customer Reference Management Solution.

We had just wrapped up a demonstration of our reference management system, ReferenceStor, when a discussion of how companies conduct their evaluations began. After nearly six years in business we’ve seen a lot of different approaches to purchasing our Customer Reference Program services. Some good, some not so good. In the case of customer reference management systems we find it particularly important for all involved to do a thoughtful, thorough job because a significant investment in time and money will be required if the system is to be part of an enterprise tool set.

That got us thinking: what if the roles were reversed and we were the buyers, but knew what we know from the vendor’s vantage? What would we do to ensure a good fit? Wouldn’t it be immensely helpful to reference managers and the executives sponsoring a reference management system (RMS) initiative if we were to share our advice and recommendations? Of course it would, but as a vendor, would it be good for us to, as they say, open the kimono?

In the short term, maybe not. But at the end of the day any worthy vendor shoots for a 100% satisfied client base. Satisfaction begins in the sales process because that’s where expectations are established. Not just for the technology, but for the vendor, partner, solution provider—-however you think of us. This plan could certainly extend the length of our sales cycle, but could also extend the length of our customer relationships.

I floated it by the team here and we agreed, this was good for the customer reference program (CRP) community, and good for us too. We put together a quick list of areas we should cover:

•  What to do before contacting a single vendor
• Specific information you should share with vendors, even if you aren’t asked
• What stakeholders should be included, when and what part they should play
• What’s essential to look for when test driving a solution
• How to conduct an effective RFP process
• The most common mistakes 

Over the next few weeks we’ll share our thoughts here on selecting a reference management solution and perhaps more importantly, the company that the CRP marries in the process.  After all, the more all of us can share these ideas, thoughts, and tools through whatever medium we happen to have access to at the time – a blog, twitter, facebook, email, forums, phone calls, even face-to-face (“What?! We have to leave our digital world?!”) the more this community of ours continues to grow and thrive.

Next up: How to determine what makes sense for you. Some organizational introspection will help you decide how best to proceed.

Checkout the entire Choosing a System series.