Identify the actual constraint
Follow a real deal from enquiry to completion. Note where information is lost, which approvals remain in messages and who needs separate permissions. If fields and stage configuration solve the problem, a ready-made product may be a better fit. For linked business objects, complex calculations or customer portals, check existing APIs and extensions before commissioning custom development.
Compare equivalent scope
Compare more than subscription fees and the first development release. Include migration, training, integration maintenance, backups and future process changes. For a custom system, establish ownership of source code and accounts. For a hosted product, inspect export options, API limits and reliance on paid extensions.
Test a prototype
Build one complete scenario with anonymised records and let a future user try it. Record the steps it simplifies and the exceptions still handled manually. Choose the platform after this test rather than counting features in a presentation.
Checklist
- Document the workflow and its business owner.
- Check product and API constraints.
- Include operation, support and exit costs.
- Prototype the disputed scenario.
Project questions
Can a custom CRM retain existing services?
Yes. It can integrate with existing telephony, email and accounting services. Agree data boundaries and responsibility for each exchange first.