Judy Rae

Custom CRM Software Development vs. Generic CRM Solution: Choosing the Right One

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Customer Relationship Management (CRM) software has turned into a necessity for modern businesses. In this digital business environment, customer service is the key factor in determining the success or failure of a business. CRM systems allow businesses to track consumer behavior and meet the needs and expectations of their customers. They also enhance the prospects of conversions, sales, and ROI.

Given different kinds of CRM software, the most significant ones are:

Custom CRM Software 

A custom CRM software is specifically designed, looking into the needs and requirements of your business. It comes integrated with tools and features that regulate your workflow. Whether it is answering customer queries, placing orders, or tracking, custom CRM software allows efficient processes.

You can also use the most advanced technologies such as Artificial Intelligence, Machine Learning, and chatbots, etc. to make timely responses and study and analyze the trends and behavior of your audience. 

Generic CRM Software 

A generic CRM software comes with basic features and functionalities to manage your customer relations. It does not come with an industry-specific domain and cannot be tailored to your business’s CRM goals.

However, these can be implemented right away and come with lesser maintenance needs. 

Custom CRM Software Development vs. Generic CRM Solution 

Each has its own pros and cons when it comes to a standoff between custom CRM software development and generic CRM solution. Let’s make a comparison:

Business Custom Features

If we talk about features custom to your business, custom CRM can integrate tools and functionalities that deliver your business’s specific needs. Being goal-oriented in nature, a custom CRM software offers convenient customer relationship management solutions.

On the other hand, generic CRM solutions provide basic CRM needs, such as responding to customer queries, taking the order, etc.

Scalability and Adjustments

As your business grows or new trends emerge in the industry, a custom CRM software allows you to introduce changes and stand ahead of your competitors. This makes it a highly scalable and adjustable option.

However, generic CRM software might offer some basic upgrades from time to time, which may or may not be relative or beneficial for your business.

Development Timeframe and Cost

As we look into development timeframe and upfront costs, custom CRM software usually takes months to develop. As more resources and advanced technologies are used, the upfront cost is also high.

Generic CRM solutions are ready for implementation and are cheaper, but less efficient. 

Technical Support 

Generic CRM software often includes technical support and yearly maintenance in the purchase package.

However, for custom CRM software, you require consistent technical support to resolve problems, if and whenever they come up. Now that outsourcing is a lucrative option, technical support is not a challenge. 

Final Verdict – Which One is Right for Your Business? 

If you want your business to succeed, you need to understand the behavior of your audience. Generic CRM solutions are not great at evaluation and analysis as they lack useful tools. 

Even though custom CRM software takes a long time and higher development cost, they are still worth it in the end. They help you survive in a competitive business landscape and adopt emerging industry trends.


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