Wholesale and retail industries

Manor AG

CRM Evaluation

Manor AG is the largest Swiss department store chain. The company has 64 department stores. The MANOR Group is owned by Maus Frères Holding, based in Geneva.


Tasks in project

  • Execution of a Request for Information at CRM software vendors
  • Scope definition with 2BCS-CRM map
  • Requirements gathering along relevant touchpoints, orientation based on defined customer journeys
  • Coordination with IT requirements of the existing and future application landscape (especially ERP)
  • Coordination of requirements from the analytical area (aCRM)
  • Consolidation of requirements and creation of specifications
  • Longlist definition: Reduction of potential software solutions based on the RfI information, definition of potential implementation partners per software solution
  • Tendering and evaluation of offers
  • Basis of decision
  • Goals

    Evaluation of a standard CRM solution with high integration into the future ERP landscape. Consideration of all touchpoints along current and future customer journeys.

    Tasks of 2BCS

    RFI, scope, requirements analysis, functional specification, tender, basis for decision