Response Management

Response management is the process of answering formal requests from customers and prospects, such as requests for proposal (RFPs), requests for information (RFIs), due-diligence and security questionnaires, accurately and on time. It covers deciding which requests to answer, assigning questions to subject-matter experts, reviewing the answers and submitting the response by the deadline.

Teams that answer many of these requests keep a library of approved answers and reuse it, so that the same question gets the same, current answer each time. Response-management software, often connected to the CRM, tracks deadlines and owners and suggests answers from the library; newer tools use language models to draft first answers for an expert to check.

The term is also used more loosely for how an organization handles other requests that need a timely answer, such as customer complaints or incidents.