Using our Weighted Decision Matrix to find the right CRM for your business

23 January 2024


Selecting the right Customer Relationship Management (CRM) software is crucial for ensuring seamless operations, improved customer interactions, and sustained growth.

But with so many options available, making an informed decision can be very challenging and requires a structured approach.

One effective method is to use a Weighted Decision Matrix, a powerful tool that allows you to evaluate and compare different CRM solutions based on your specific needs and priorities.

How to use a Weighted Decision Matrix

A Weighted Decision Matrix is a decision-making tool that helps businesses evaluate various options by assigning numerical values to different criteria and weighting them based on their importance. This systematic approach provides a clear framework for decision-makers to assess alternatives objectively and make informed choices.

To help get you started we have created a Weighted Decision Matrix framework to work from.

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Here is a quick overview of how to use it.

Prioritisation Criteria

Down the left hand side, we have set out the top 10 evaluation criteria when choosing CRM. There might be additional criteria that you wish to add, but this gives a very good starting point.

Assign Weights

In the ‘Value’ column next to the criteria you need to assign a weight value based on the criterion’s relative importance. For example, if ‘Customisation options’ is more critical than ‘Cost and ROI’, then assign a higher weight to ‘Customisation Options’. The total weights should add up to 100 to maintain a consistent and meaningful scale.

Rate Options

Next, across the top list the CRM software options you’re considering and rate them on each criterion using a numerical scale (e.g., 1 to 5, with 5 being the highest). Our framework provides space for 5 possible options, but you can choose more or less. This step involves researching and gathering relevant information about each CRM solution and you should invest sufficient time and resource.

Multiply Ratings by Weights

Multiply each rating by the assigned weight to calculate the weighted score for each criterion. Sum up the weighted scores for each CRM option in the space at the bottom of the framework to obtain a total weighted score.


Using a Weighted Decision Matrix provides a structured and objective approach to selecting the right CRM software for your business. By assigning weights to different criteria and evaluating options based on their overall performance, businesses can make informed decisions that align with their strategic goals and maximise the benefits of their chosen CRM solution.

The process helps mitigate biases and ensures that the chosen CRM software meets your specific, setting the stage for improved customer relationships and long-term success.

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