Bespoke v Off-the-shelf CRM systems | Differences between bespoke and off-the-shelf CRM systems

What are CRM systems?

Customer Relationship Management systems or CRMs are becoming increasingly popular and more important to companies today because they help businesses effectively attract prospects and manage and nurture customer relationships. They do this by centralising customer data, streamlining communication and providing a platform where analysis can be undertaken and acted upon. This can lead to improved customer satisfaction, retention and ultimately, increased sales and business growth.

The difference between a bespoke and an off-the-shelf CRM lies in the customisation and flexibility available; a bespoke CRM is built from the ground up to fit a specific business's unique workflows, processes and requirements whereas an off-the-shelf CRM is a ready built solution designed for general use across various industries.

Understanding Bespoke CRM systems

As with all bespoke software solutions, bespoke CRM systems are purpose built to produce specific outcomes and to specific requirements. They can be designed to replicate current business processes in a more streamlined fashion or they can be designed with completely new processes to fit with business needs. Bespoke CRM solutions are prevalent in companies of all sizes and disciplines but are particularly popular with organisations who have unique or highly technical processes and workflows as off-the-shelf solutions just cannot accommodate them.

Characteristics and features of bespoke CRM systems

Whilst all bespoke CRM software systems have their own unique features and functionality by their very nature (they are bespoke after all!), there are some characteristics that are common across most bespoke CRMs - here we explore some of them.

Purpose built from the ground up

Bespoke CRM systems are built from scratch in line with the specific requirements of the organisation rather than using the dreaded one size fits all approach. They are designed to include unique features and functionalities that reflects the client's specific workflows and needs.

Integration

Integration with other software systems is a core consideration when developing a custom CRM. That means, they can be built to ensure they can integrate with the client's existing software and tools (unless it is replacing them).

Scalability

Bespoke solutions can be designed to be as scalable as the client wishes. They can be built in way that allows them to change with the business, accommodating adjustment to size, processes and objectives over time.

Longer time to develop

Bespoke CRM solutions usually require significant time for design, development and implementation before the full benefits can be realised. This can be anywhere from a month or two (basic CRMs) to twelve months plus (enterprise level CRMs)

More secure

Security protocols and standards differ from business to business. For companies who are in regulated industries or for those who have certain security certifications they need to uphold, a bespoke CRM can be developed to encompass and comply with these requirements.

Relevant reporting & analytics

With a bespoke CRM platform, the reporting & analytics on offer can be tailored to suit a companies specific requirements exactly.

Advantages and Disadvantages of bespoke CRM solutions

Choosing between a bespoke and off-the-shelf CRM system can be a complex and daunting feat. To help, we’ve highlighted the key advantages and disadvantages of bespoke CRM solutions below, giving you a clear overview of what they can offer and the potential drawbacks you need to consider:

Advantages	Disadvantages
Customised - Built to meet the exact needs of the client, providing only the features required without unnecessary extras.	Higher upfront costs - Development is often significantly more expensive at the start compared to off-the-shelf software.
Integration - Can be built to integrate with existing systems to function as one unified solution.	Longer development time - Bespoke systems take longer to design, develop and implement, delaying benefits realisation.
Cost savings long term - Avoids ongoing licensing fees and unnecessary features, usually making them more cost effective over time.	Complexity - Requires specialist expertise which can increase costs for new development and support.
Scalability - Easily adapts as the organisation grows or changes, handling shifts in users, features and data.	Limited support resources - Lacks the broad support networks and communities of off-the-shelf CRMs.
Flexibility - Designed to morph with business processes, changing needs and customer expectations.	Dependencies - Risk of reliance on original developers for maintenance, updates and bug fixes.
Better user experiences - Built to match the preferences of the intended users leading to higher adoption and better engagement.	Potential misalignment - If project management and regular communication is weak, the end product may not fully match business goals or user needs.
Market positioning - Offers unique features that differentiate the business and boost its competitive edge.
Relevant reporting and analytics - Reporting tools are defined by the organisation’s needs, not by a third party’s assumptions.

Understanding off-the-shelf CRM solutions

Off-the-shelf CRM systems are widely available in todays digital world. They are ready built solutions designed to appeal to multiple organisations, often across many different industries. Because of this, the features are usually more generalised and suited to a wider audience. Off-the-shelf CRM software and indeed any pre packaged software, is generally much quicker to implement than a bespoke CRM system because it's an existing product, ready to be implemented. They're popular tools for managing customer relationships for companies who don't require extensive customisation.

Characteristics and features of off-the-shelf CRM systems

Off-the-shelf CRM solutions have generally been created to solve problems prevalent in multiple industries and company types and are used by companies large and small. This means, many of them share the same characteristics and features. Here, we look at some of the most common.

Ready built functionality

Off-the-shelf CRM solutions offer standard, pre built set of features that have been designed to meet common business needs across a variety of industries. These features could include tools for inventory management, digital marketing and data security for example.

Fixed pricing models

Pricing is usually set according to predefined features and functionality that are grouped into tiers although they may also be priced per user or per feature.

Vendor managed updates

Any and all updates and/or upgrades are managed by the vendor at their discretion meaning users have very little influence over the timing and context of the changes.

Integration options

Integration capabilities are usually limited to widely used, popular software systems with the capabilities set up in advance. It is unusual to find off-the-shelf CRM tools that can integrate with other bespoke software solutions.

Generic Reporting

Reporting and analytical tools are generally offered as part of the package, but again, have often been built to appeal to the masses meaning they can be limited and somewhat generic.

Compliance

Compliance features are usually designed to meet broad industry standards as opposed to specific regulatory requirements unique to an organisation.

Advantages and Disadvantages of off-the-shelf CRM solutions

Here are the key advantages and disadvantages to off-the-shelf CRM systems:

Advantages	Disadvantages
Quick deployment - Ready to use with minimal setup, enabling quick implementation and onboarding.	Lack of customisation - Limited flexibility to adapt to unique processes and requirements.
Lower upfront costs - Typically cheaper initially, usually available via subscription or licensing models.	Irrelevant features - Businesses must often pay for functions they never use.
Some scalability - Tiered plans or add ons allow organisations to expand functionality as they grow.	Integration challenges - Usually cannot connect with bespoke or legacy systems.
Integration capabilities - Usually have a set of standard integrations for other off-the-shelf software.	Dependence on third parties - Vendors control updates and changes, which may not align with business needs.
User friendly - Interfaces are usually simple and easy to use, requiring little training to get started.	Data security and compliance - Difficult to guarantee regulatory compliance in highly regulated industries.
Regular updates and maintenance - Vendors provide new features, patches and enhancements at no extra development cost.	Higher costs long term - Ongoing licensing fees and user charges can vastly outweigh the price of a bespoke solution.
Comprehensive support - Customer service, documentation and user communities are generally widely available.	Lack of uniqueness - Widely used software rarely provides a competitive edge or differentiation.

Final thoughts

Choosing the right CRM is crucial for a business, as it directly impacts efficiency, user adoption, long term business growth and the wider success of the investment. Ultimately, whether opting for a bespoke or off-the-shelf CRM, the right choice can significantly influence a company's success by aligning the system with its specific goals and operational requirements.

A bespoke CRM is ideal for businesses with complex, unique processes that cannot be adequately supported by off-the-shelf solutions such as those in specialised industries or enterprises with specific workflows and integration needs. Off-the-shelf systems are suited to businesses with generic processes and who need little in the way of customisation or bespoke integrations.

Difference between bespoke and off-the-shelf CRM systems