**Procuration and Purpose of Tenders**

This tender should lead to a new agreement with one Tenderer for user rights for a CRM system. The Tenderer does not need to own the CRM system but may deliver it through subcontractors. CRM stands for Customer Relationship Management, BNNVARA uses this system to manage its customer base. This includes support for BNNVARA customer service and management of subscriptions, donations and memberships.

**Probation and purpose of the tender**

The contract with the current supplier for the delivery of the CRM system will expire on 8 May 2022. This agreement may be extended until 31 August 2022, in order to allow for an implementation period for any new Contractor.

This tender should lead to a new agreement with one Tenderer for user rights for a CRM system. The Tenderer does not need to own the CRM system but may deliver it through subcontractors. CRM stands for Customer Relationship Management, BNNVARA uses this system to manage its customer base. This includes support for BNNVARA customer service and management of subscriptions, donations and memberships.

**Description and scope of the Agreement**

The intended effective date for the agreement is 26 November 2021. The scheduled go-live date of the CRM system to be contracted by this tender is 1 September 2022.

The agreement has an initial term up to and including 31 August 2026 with the possibility of extending four times twelve months. As a result, the maximum term of the agreement will be eight years plus the time it has lasted. The agreement will end on August 31, 2030, after any renewals.

*Customer Service*

BNNVARA Customer Service uses the CRM system when handling inbound and outbound communications with subscribers, donors and members.

*Manage subscriptions*

The CRM system manages price and product bundles so that existing subscriptions can be flexibly modified and entered into new ones. The whole process of invoicing and then handling payments and setting up the sign-up process is done entirely in CRM. The periodic shutdown brings together CRM output at the ledger level to serve as input to the administrative system.

*Print Medium*

BNNVARA is also the publisher of the VARA Guide. The typical functionalities associated with this print medium are performed within the CRM system, such as the generation of instances before shipment.