When you start talking to CRM consultants, you'll notice they don't all charge the same way. The model matters as much as the number: it decides who carries the risk when scope changes, and how easy it is to keep improving after launch. I won't quote rates here, because they vary too much by market, experience and scope. Instead, here's how each model works.
The three common models
Hourly (time and materials). You pay for the hours worked.
Fixed project. A closed price for a defined scope.
Retainer. A monthly agreement for a set amount of capacity or a set of services.
- *Good for:* small, open-ended tasks, troubleshooting, or when the scope is genuinely unclear.
- *Watch out for:* no natural limit. Ask for estimates and regular reports of hours used.
- *Good for:* clear, well-documented scopes.
- *Watch out for:* everything outside the scope is a change request. If the scope was defined before anyone looked at your data and processes, expect changes.
- *Good for:* continuous improvement, support and new features after launch.
- *Watch out for:* make sure you know what's included each month and how unused capacity is handled.
Which one fits your situation
Most healthy CRM relationships combine models over time. For what drives the total cost, see How much does CRM implementation cost?
- You don't know exactly what you need yet: start with a short, closed diagnostic.
- The scope is clear and documented: a phased project works well.
- The CRM is live and the business keeps changing: a retainer gives you continuity without restarting a project each time.
Questions to ask any consultant
- What exactly is included, and what isn't?
- How are changes in scope handled and approved?
- Who will do the work, and how much of it is senior time?
- How will I see progress: demos, reports, sprint reviews?
- What happens after launch?
- Who owns the documentation and configuration at the end? (The answer should be: you.)
How we work at Orquesta Labs
At Orquesta Labs we typically propose three steps: a diagnostic to define scope and priorities, a pilot that delivers a first working result, and then a retainer for continuous improvement when it makes sense. You can stop after any step. We don't publish price lists because each scope is different; a diagnostic is how you get an estimate grounded in your situation.
FAQ
Is hourly cheaper than a fixed project?
Not necessarily. It depends on how well the scope is managed. Compare the full scope, not just the rate.
Can I switch models later?
Yes. Many companies start with a diagnostic or project and move to a retainer once the CRM is live.
What should a retainer include?
Usually support, small improvements, new reports and automations, and regular check-ins. Agree on it in writing.