Most companies start with an off-the-shelf CRM. Some need a custom one. How do you know which is your case?
Off-the-shelf CRM (Salesforce, HubSpot, Pipedrive)
Pros:
- Fast implementation (days/weeks)
- Ecosystem of integrations
- Community and support
- Predictable monthly cost
Cons:
- Limited customization
- Licenses get expensive as you scale
- Your process adapts to the software (not the other way around)
- Total dependence on the vendor
Custom CRM
Pros:
- Built exactly for your process
- Integrates with any system (including legacy ones)
- The IP is yours
- Fixed cost, no per-user license
Cons:
- Longer implementation (weeks/months)
- Needs a reliable technical partner
- Maintenance and evolution are on you
When to go custom
- Your sales process is unique and a competitive advantage
- You need to integrate with a legacy ERP
- Off-the-shelf licenses got too expensive
- The off-the-shelf CRM needs so much customization it's not worth it anymore
Conclusion
If your process is standard, use an off-the-shelf CRM. If your process is your edge, invest in custom.
