CS Tool Evaluation Scorecard Template

Decide what you need before you see a single demo, then compare tools on evidence, cost and effort.

I once bought a CS platform on a two-year contract before I had validated the strategy it was supposed to run. The strategy turned out to be wrong, we used a fraction of the platform, and that mistake was mine. This scorecard makes you agree on requirements and weights before any vendor shows you anything.

Start with 16 requirements in eight categories, mark your must-haves and set the weights. After demos, trials and reference calls, score up to three vendors from 1 to 5 with the evidence right next to every score. The Gaps tab logs every workaround, what it costs and whether it's a dealbreaker. The Vendors and cost tab builds a year 1 and 3-year total that includes your own team's hours, and the Summary puts weighted score, must-have misses, three-year cost with workarounds, cost per point and weeks to go live side by side. Comparing a build in your CRM against buying a tool? Treat "build it ourselves" as one of the vendors.

What's included

• CS Tool Evaluation Scorecard template in Excel, plus a make-a-copy link for Google Sheets

• 5 tabs: start here, vendors and cost, requirements, gaps and summary

• 16 starter requirements to weight, with scores and evidence for up to 3 vendors

• 3-year cost including your team's time and workarounds

• A step-by-step PDF guide with made-up examples, an eight-week evaluation plan, questions to ask every vendor and the mistakes to avoid

• A Steal This tool evaluation readiness check

Who it's for

CS leaders, CS Ops and systems admins buying or replacing a CS platform or any tool the team lives in.

How it works

Digital download. Your files are ready right after checkout. Open the Excel file, or use the link included with your download to make your own copy in Google Sheets. No physical item will be shipped.

Bundle and save

This template is part of the CS Operating Model Bundle: 9 templates for $89, about half the price of buying them one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.