When a custom CRM actually beats an off-the-shelf one
Custom software is justified by a distinctive process, not by frustration with a generic interface.
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Custom software is justified by a distinctive process, not by frustration with a generic interface.
A custom CRM can make sense when the workflow, data model or handoffs are genuinely specific to the business.
It is usually the wrong choice when the team has not yet agreed how the process should work or who owns it.
Before committing, compare the cost of adapting the existing tool with the cost of owning a custom system. Include permissions, maintenance, reporting and migration—not only the build.
If the process is still changing every week, improve the operating model first.
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