What is CRM and why is it better to use a custom CRM?

What is CRM and why is it better to use a custom CRM?

CRM stands for Customer Relationship Management.  It is both a strategy and a set of technologies that companies use to manage and analyze interactions with their current and prospective customers. The primary goal of a CRM system is to improve customer retention, increase customer satisfaction, and drive sales growth by providing a holistic view of customer data and streamlining customer-related processes. Thus, CRM systems become an indispensable helper in the battle to build customer loyalty and engagement.


Here are the key components of CRM:

Intuitive and easy-to-use interface: A good CRM system is characterized by an interface that can be adapted to suit the needs of different departments or teams of the company. It allows limiting the access of one or other CRM functionalities not used by the department.


Data management: CRM systems store and organize customer data, including contact information, purchase history, communication history, and preferences.

Sales management: CRM tools help sales teams manage leads, opportunities, sales activities and sales flow tracking.


Marketing automation: CRM platforms often include marketing automation features to create, execute and track marketing campaigns.

Customer support: CRM systems facilitate customer support and service by providing a centralized platform to track customer issues and inquiries.

Analytics and reporting: CRM software generates reports and analytics to gain insights into customer behavior, sales performance, and other business metrics.


Integration: Many CRM systems can integrate with other business applications such as email, e-commerce platforms and accounting software to provide a holistic view of customer interactions.

Now let's discuss why using a custom CRM is the better option:

Tailored to specific needs: custom CRM solutions are built from the ground up to match the unique requirements and workflows of a specific business. This ensures that the CRM is exactly aligned with your business processes, unlike off-the-shelf solutions that may require you to adapt your processes to the software rather than the other way around.

Scalability: custom CRM systems can be designed to expand as your business grows. You can add new features and functionality as needed to adapt to changing requirements.


Integration with Existing Systems: Custom CRM systems can be seamlessly integrated with your existing software and systems, providing a unified data ecosystem. This can streamline operations and improve efficiency.

Competitive Advantage: Custom CRM can give you an edge over your competitors by allowing you to implement unique features or capabilities that differentiate your business in the marketplace.

Data security and compliance: custom CRM solutions offer greater control over data security and compliance, which can be especially important for businesses handling sensitive customer information.


Cost-effectiveness: Although building a custom CRM may involve higher upfront costs, it may prove to be the more cost-effective solution in the long run. Off-the-shelf CRM systems often come with recurring licensing fees that can increase over time, as well as an inability to change and adapt to a client's individual needs.

Finally, it's always better to implement a shortcut CRM software development solution as it facilitates the necessary change through automation. This automated system will allow companies to put in place effective operational policies, which will give them more control over the business.