CRM Future State Project Appraisal
Natural History Museum
Key details
Procurement
- 48445000 Customer Relation Management software package
What happened
The contract runs until 31 Dec 2027.
Description
The Natural History Museum ('NHM') intends to review its wider digital ecosystem in the future, as the current patchwork of systems may present opportunities for broader consolidation. However, the CRM Future State Project is specifically focused on assessing the CRM and Membership functionality delivered today by Silverbear and Dynamics 365.
The project will evaluate options for this capability, including standalone CRM solutions and the possibility of meeting requirements through a more unified platform. It will also consider whether certain CRM functions such as membership processing may be better placed elsewhere long term.
If the review identifies strong benefits to a wider consolidation strategy, its findings can feed into a future, larger scale digital transformation programme. For now, the priority is to address the immediate challenges and establish a clear, future proof understanding of the Museum’s CRM requirements, whether the eventual solution sits within a consolidated platform or remains a discrete system.
We are seeking understand technology suppliers and solutions with capability to meet the CRM, membership management and philanthropic fundraising requirements of a large museum group.
NHM has identified a number of solutions they would like to explore further and are looking to engage with organisations that provide these solutions. These are:
- Membership and philanthropy extensions for Microsoft Dynamics 365
- Enterprise CRM, Not for Profit and Philanthropy solutions
- CRM extensions for our existing ticketing platform
- A fully integrated membership, philanthropy and ticketing solution
- A membership transaction solution as part of an enterprise ticketing system
Suppliers with other potential solutions are also invited to respond to this notice.
For more information about this opportunity, please visit the eSourcing portal at:
To respond to this opportunity, please click here:
How to engage
NHM is undertaking preliminary market engagement to understand the current market for CRM, membership management and philanthropic fundraising solutions suitable for a large museum group. This engagement will help NHM understand available solutions, market capability, implementation considerations, risks, indicative costs and potential procurement options. Records relating to this preliminary market engagement will be retained in line with section 98 of the Procurement Act 2023. Supplier responses will be used to inform NHM’s understanding of the market and may be retained as part of the procurement record. Responses will be shared with NHM’s appointed consultant, Rod Barlow Digital Consultancy Ltd, for the purpose of supporting the market appraisal. NHM does not intend to share identifiable supplier responses with other third parties, except where required by law. Findings may be reported internally or externally in aggregated or anonymised form. The response window closes at 12:00pm BST on Friday 29 May 2026. NHM will review responses and may invite some or all respondents to a follow up discussion. If the number of responses means that NHM cannot meet all interested suppliers, NHM will prioritise engagement based on relevance to the project objectives, including demonstrated experience of CRM, membership and/or fundraising solutions for museums, cultural organisations, visitor attractions or comparable not for profit organisations. Participation in this market engagement is voluntary. Participation, or non-participation, will not advantage or disadvantage any supplier in any future procurement. This notice does not commit NHM to commencing a procurement or awarding any contract. Please note that this process may not result in any future tender or procurement opportunity. NHM retain the right not to proceed from this market engagement to any form of procurement for solutions and services.
Contact
Bid documents
Identifiers
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