Compare the right criteria
Review required contact relationships, pipeline stages, permissions, reports and integrations. Assess not just whether a feature exists, but how many steps staff need to complete it.
- Platform configuration and extension options
- Data portability and access control
- Licence, implementation and support costs
- User adoption and training
Trade-offs on both sides
A mature platform brings established features and vendor updates, but can create licensing and configuration complexity. A bespoke build offers a tailored interface but requires ongoing security, hosting and maintenance.
Consider a hybrid: use a standard CRM as the system of record and add a specific interface or integration for the distinct part of the process.
Run a realistic trial
Use real examples of leads, handovers and reports in a short trial. Involve the people who will maintain records, not only the person purchasing the tool.
At a glance: what to compare
| Consideration | Configured platform | Bespoke CRM |
|---|---|---|
| Core features | Available within the product's feature set | Prioritised for your actual workflow |
| Process fit | Configuration and supported extensions | Custom-designed steps and roles |
| Ongoing ownership | Subscriptions, vendor terms and administration | Hosting, maintenance, security and improvements |
| Integration | Use supported connectors or APIs | Specify and maintain the connections you need |
Questions worth asking
Can KTD integrate with an existing CRM?
Potentially, where the platform exposes suitable APIs and permissions. Integration scope needs review before committing.
Advice here is general; the appropriate implementation depends on the people, systems and constraints involved.