Planning

CRM Future State Project Appraisal

NATURAL HISTORY MUSEUM

This public procurement record has 1 release in its history.

Planning

15 May 2026 at 09:57

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

The Natural History Museum in London is currently in the planning stage of a procurement process titled "CRM Future State Project Appraisal". This project aims to assess and possibly update the museum's CRM and Membership functionalities, potentially consolidating them with other systems. This process falls under the 'goods' industry category with a particular focus on Customer Relation Management software packages, and it is situated in the UKI33 region. The museum is conducting a preliminary market engagement to understand the current market for CRM solutions tailored for large museum groups. Key dates include the close of the response window for market engagement on 29 May 2026. The overarching objective is to develop a robust understanding of the market that can inform future procurement decisions.

This tender offers significant business opportunities, particularly for suppliers in the CRM and membership management sectors. Businesses providing enterprise-level CRM, philanthropy solutions, or extensions for Microsoft Dynamics 365 are well-suited to engage. The Natural History Museum's engagement with suppliers could lead to later procurement opportunities involving membership and philanthropic fundraising solutions. Suppliers with innovative solutions that can integrate membership, philanthropy, and ticketing systems or enhance existing platforms are encouraged to respond. This engagement is an excellent chance for CRM solution entities, especially those with experience in not-for-profit and cultural organisation sectors, to demonstrate their capabilities and potentially influence the museum's future technology consolidation strategy.

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Notice Information

Notice Title

CRM Future State Project Appraisal

Notice 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: https://www.delta-esourcing.com/tenders/UK-UK-London:-Customer-Relation-Management-software-package./RAZ4544F89 To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/RAZ4544F89

Planning Information

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.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0699c2
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/044812-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48445000 - Customer Relation Management software package

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
15 May 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
29 May 20264 days to go
Award Date
Not specified
Contract Period
1 Jan 2027 - 31 Dec 2027 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Planning
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NATURAL HISTORY MUSEUM
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW7 5BD
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI33 Kensington & Chelsea and Hammersmith & Fulham
Delivery Location
TLI33 Kensington & Chelsea and Hammersmith & Fulham
Local Authority
Kensington and Chelsea
Electoral Ward
Brompton & Hans Town
Westminster Constituency
Kensington and Bayswater

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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