Bespoke CRM vs Off the Shelf CRM: Which Is Better?
For business continuity and customer service, a customer relationship management (CRM) system is essential. These systems help us to better understand our customers, managing key touchpoints and serving them better to drive business growth.
But not all CRMs are the same. When choosing CRM software, we have one of two choices: a bespoke CRM (AKA a custom CRM) or an off the shelf CRM (out of the box). Each presents pros and cons for business owners depending on their goals and customer needs.
Read our guide on bespoke vs off the shelf CRM solutions to see which is best for you.
What we'll Cover:
What Is Bespoke CRM?
A fully customizable CRM system is built from scratch to match your business’ specific needs. Bespoke CRMs account for workflows, processes, and scalability. They may also offer additional functionality based on your industry or company, such as data security for those subject to privacy regulations.
This flexible CRM is tailored for your business, allowing you to use your branding and project management styles. You’ll only pay for the tools you use, which helps to drive growth – from time-tracking to invoicing and customer support.
Advantages of a Bespoke CRM
A custom CRM solution can integrate with your unique business processes, streamlining manual tasks through automation and other custom-made tools. In practice, it helps to meet your business goals with:
Scalability
Custom CRM development means you can update and upgrade in line with your business growth. For example, you may want to add new modules or functionality to help with segmentation as you gain more customers.
Visibility
A tailor-made dashboard allows you to drill down into your customer data based on conditions you set. This may include touchpoints or milestones in their journey, for instance. By setting your own metrics and KPIs, you can make data-driven decisions and improve customer satisfaction.
Collaboration
Bespoke solutions are designed with all stakeholders in mind. This allows you to collaborate with sales teams, looking at real-time data to drive follow-ups or marketing strategies. Some may even use AI and predictive analytics for forecasting.
Integration
These types of CRM are versatile, working well across several industries including manufacturing, technology, and software. Of course, each of these uses specialized tools. SugarCRM integrates with many of these, monetizing ERP data by working with systems such as:
Cost-effective pricing
Ready-made CRMs may have unnecessary features, which can push up the price. Rather than paying for functionality you don’t use, you can focus on the tools that reduce time-consuming tasks and align with your processes.
Disadvantages of a Bespoke CRM
Some businesses may prefer off the shelf CRM systems if they are short on time. Custom software development is invariably a longer process than simple out of the box solutions. Your development company will need to take their time to address factors such as:
- KPIS for sales and marketing teams
- Industry-specific considerations e.g., data security
- Sales processes for onboarding potential customers
- Documentation e.g., customer interactions or invoicing
- Branding/the look and feel of your own CRM
- Training your team members.
This may be especially challenging if yours is a smaller company like a startup. Conversely, it may take time if you work for a larger brand, particularly with training specific departments.
Custom CRM platforms may also have higher upfront costs. Your development team should be transparent about pricing, including initial outlay and any new features.
You should also be mindful that they can offer reliable tech support. For example, SugarCRM has a dedicated support microsite with content updates, structured learning, and portals to submit tickets.
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Learn MoreWhat Is Off the Shelf CRM?
An off the shelf CRM, AKA a pre-built CRM or ‘out of the box’ software solution is readily available for all businesses to use. This means that it hasn’t been built with your specific business in mind, but rather with standard features or functionalities that work across multiple industries.
Off the shelf CRM software can be very effective if your business needs are relatively simple. Common pre-built CRM features include:
- Lead qualification and management
- Contact management for tracking customer journeys
- Sales pipeline monitoring
- Reporting and analytics.
Advantages of an Off the Shelf CRM
Perhaps the biggest competitive advantage that off the shelf CRMs have is their lower development costs. Whereas a custom-built CRM will need rigorous consultation and testing, out of the box does exactly what it says – offering pre-packaged solutions for simple business needs.
In turn, this often leads to faster development times. Again, this may be preferable for a startup that is keen to take a product to market. Available as both desktop and mobile apps, these systems allow for easy access without significant investments in in-house training. Likewise, larger businesses with non-complex needs may prefer to keep training processes simple.
Off the shelf solutions are reliable, depending on the brand you go for. With many smaller businesses choosing to use a generic solution, there is ample social proof that they work. Customer reviews and testimonials may help business owners make decisions. Often, their simplicity makes for a streamlined user experience, ideal for collaboration amongst different teams.
If costs and time are a key priority for a business, then an off the shelf CRM can offer a clear user interface with limited features. However, if you’re bound by industry regulations or highly business-specific processes, custom CRM software is the ideal choice.
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Learn MoreDisadvantages of an Off the Shelf CRM
Businesses with complex or unique needs may find an off the shelf CRM limited. This starts with something as simple as branding – some out of the box solutions may not be able to offer branded invoices, for example.
More serious needs include compliance. This is especially pertinent for those in regulated industries like finance, law or manufacturing. If their CRM cannot cater to these needs, businesses run the risk of poor customer experience, or even breaking the law.
Specialist businesses may have more complicated sales pipelines, too. If leads come in from multiple sources, such as in-person events, contact forms, or social media, it can be hard to manage all data in one place. A custom-made CRM is better for supporting omnichannel customer interactions.
Larger businesses have higher data processing demands, too. With a large customer base, they may rely on predictive analytics models that aren’t available in off the shelf CRMs. Alternatively, they could be going through a growth phase and need a scalable CRM. Off the shelf options are far less flexible.
Growing businesses also rely on third-party software to optimize their processes. Not all off the shelf software can integrate with these technologies.
While businesses can benefit from quicker, cheaper implementation, they also need to consider their long-term goals. If specific needs or growth are first on the agenda, then a custom CRM is the way to go.
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Learn MoreBespoke or Off the Shelf CRM?
The CRM software you choose will depend on your business type and goals, including:
- Generic or specific sales and customer management processes
- The size of your business and its growth potential
- Your industry and any specific regulations
- The need to integrate with third-party software
- Customer touchpoints and collaborations with sales/marketing teams.
If you have a business with basic needs, including quick implementation and low upfront costs, then an out of the box CRM solution will suffice. This may work for a retail or service-based business that doesn’t have additional considerations like data security.
A custom CRM system affords far more flexibility – ideal if you want to customize everything from your branding to your processes. You can put your stamp on your customer management and collaborate with all teams.
You’ll need to consider your organization’s budgets, timescales, stakeholders, and long-term goals. You should also review your current software and think about how you can integrate this with a CRM.
Making the Right Choice: Bespoke CRM or Off the Shelf CRM?
Whatever your business, it’s essential to choose the right CRM. Whether you’re looking for an off the shelf CRM or a custom-made solution, our friendly sales teams can help you make an informed choice. Managing customer relationships can drive business growth, from marketing decisions to more efficient onboarding.
That’s why we’d always advise going tailor-made. You can never predict the future and we want to see your business thrive as much as you do. The long-term investment of your own CRM is more than worth it for the freedom you’ll get.
Our experts are ready to showcase the benefits of choosing a bespoke CRM solution. From having total control over your processes to better scalability, we offer fully compatible, tailor-made software. We’ll discuss your specific business needs, from complex sales processes to industry regulations.
Ready to grow your business and streamline your operations? Book a free demo with SugarCRM today.
Not ready to talk to someone, but still stuck between off-the-shelf and custom-built CRMs? Check our our blog which compares custom vs off shelf crms.
Frequently asked questions
Is a bespoke CRM more expensive than an off the shelf CRM?
Generally, a bespoke CRM system will be more expensive than an off the shelf CRM. This is due to the complex software development process, including consulting with your teams and testing. The plus side is that this will save you significant costs in the long term. With more efficient processes, you’ll save time, acquire more leads, and keep your customers.
How secure are bespoke CRMs in comparison to off the shelf CRMs?
A bespoke CRM is more secure than an off the shelf CRM because it has regular updates. Whereas off the shelf solutions may have a one-size-fits-all interface, they may not always be up to speed with changing cyber threats.
With a bespoke CRM, you have access to regular support and can scale your solution in line with changing needs. They also have custom-made modules to support specific business requirements, including data security.
What is the difference in implementation time for a bespoke/custom CRM vs an off the shelf CRM?
A custom CRM will take longer to develop than an off the shelf solution. This is because your developers will go through several rounds of consultations and testing to perfectly align with your unique business processes. The finished product may take several months to develop.
By comparison, a generic CRM can be ready within a couple of days. While this is ideal for smaller businesses with less complex needs, it can be limiting in terms of long-term plans.
