Customer Relationship Management Platform Implementation and Support Services

An agency in New York is seeking a qualified vendor to implement and provide ongoing support for a Customer Relationship Management (CRM) platform. The selected contractor will serve as the official CRM system provider, delivering a unified solution for managing customer data, marketing initiatives, analytics, communications, and guest engagement across all agency venues, programs, and events.

The CRM platform must offer integration with on-site point-of-sale (POS) systems to connect purchases with digital campaigns. It should provide 360° customer profiles by consolidating demographics, ticketing, memberships, purchase histories, and communications from all touchpoints into a single view, enabling comprehensive analysis and targeted engagement. Required functionalities include advanced data hygiene tools such as automatic deduplication and record merging, as well as robust data portability with clear ownership rights and the ability to export all data in standard, usable formats if changing systems.

The system must be scalable to efficiently support over one million records, offering fast search capabilities, detailed segmentation, and customizable reporting. Additional features should include the ability to create and manage custom fields and attributes for venue- or program-specific requirements, AI-powered segmentation, campaign building tools with drag-and-drop editors, reusable templates, and support for rich media content. The platform should also provide AI-driven enhancements such as send-time optimization, time zone-based scheduling, and comprehensive campaign management controls.