Custom CRM Development vs. Ready-Made Solutions: Key CRM Trends for 2025
Scaling a business inevitably leads to the issue where the current technical and informational infrastructure can’t handle new tasks. Regardless of the industry, the number of sales, customers, or individual processes grows over time. In the early stages, it’s just dozens of contracts and calls, but later it can turn into hundreds of different processes. The solution is smart and timely automation of business processes. The first step is usually implementing a CRM system. It focuses on customer base interactions and improves sales efficiency.
Panorama conducted a study among 342 different businesses. Over 80% of them have already implemented such solutions. Almost 70% of companies choose custom development. In 48 out of 100 cases, improvements in key results were recorded within the next six months. If you’re looking to implement such systems, reach out to Codeska specialists. Our portfolio includes over 100 successful cases, both in developing software from scratch and modernizing specific company processes. But first, you need to decide whether you need to develop your own system or if an off-the-shelf solution will suffice.
What functions does a CRM system perform?
A CRM system is designed to optimize a company's interaction with current and potential customers. It ensures efficient management of customer data, sales processes, and marketing strategies, helping to increase productivity and improve relationships with the audience.
The main functions of a CRM system include:
Storing and structuring customer information
CRM allows centralized storage of customer data, including contact details, purchase history, deals, inquiries, and interactions. This provides easy access to relevant information for all team members.Automating routine tasks
CRM can automate the creation of reminders, newsletters, report generation, and task assignments for the team. This significantly reduces manual work and minimizes the risk of human error.Tracking deal stages
CRM allows you to track the status of each deal, from the initial contact with the customer to post-sale support. This ensures a systematic approach to managing the sales process.Data collection and analysis
The CRM system collects all data about sales, marketing, and customer service, then analyzes it to create analytical reports. This helps businesses make informed decisions, predict future trends, and identify problem areas.Unified communication channels
CRM integrates all communication channels—phone calls, emails, chats, and social media. This ensures quick and effective responses to customer inquiries, improving overall service quality.Task and team productivity management
CRM helps create, assign, and track tasks for the team. It also allows monitoring the performance of each employee, ensuring the efficient use of resources.Integration with other systems
Modern CRMs can integrate with ERP, marketing platforms, financial applications, and other tools, creating a unified ecosystem for business management.
CRM integration allows businesses not only to work more efficiently with existing customers but also to attract new ones through analytics and forecasting. According to forecasts, the global CRM market will reach $113.46 billion by 2027, highlighting the importance of this tool for the future of business.
Custom CRM development vs. ready-made CRM solutions
At some point, any company may need to integrate a CRM system. This happens when traditional ways of working can no longer handle the volume of information or the complexity of processes. For example, if leads or important customer data begin to get lost, it’s a sign that the system needs to change. A CRM system not only organizes and automates workflows but also provides analytics that helps identify weak points in operations.
However, there are situations where ordering a CRM system can be delayed, such as if the business doesn’t plan to scale or works with a limited number of clients. In any case, it’s important to understand when a CRM system will be most effective for your business. In this section, we will compare off-the-shelf CRM solutions and custom development to help you determine what works best for you. Let’s take a look at the pros and cons of both ready-made and custom CRM solutions to help you choose the best option for your company.
Advantages of integrating off-the-shelf CRM solutions:
Speed of implementation
Ready-made CRM solutions require minimal time for integration. They are already tested, standardized, and ready to use "out of the box," allowing businesses to quickly implement the system without complex setup or infrastructure development.Clear pricing and budgeting
These solutions are often offered at a fixed price or through a subscription to a basic plan, allowing businesses to plan their expenses accurately without unexpected costs, unlike custom system development.Minimal technical requirements
Choosing a ready-made product means you don’t need to be an expert in development or IT. Installing and maintaining these systems typically doesn’t require highly skilled technical specialists, as the vendor provides support and updates.Proven effectiveness
Ready-made CRM solutions have years of proven success in addressing various business challenges. They incorporate best practices for sales automation, marketing, and customer support.
Disadvantages of integrating ready-made CRM solutions:
Limited flexibility and customization
Such systems have limited customization options and may not meet your business's specific needs. They typically offer only a basic set of features, which often cannot be significantly altered.Dependence on the vendor
By using a ready-made solution, you become dependent on the vendor for updates, support, and bug fixes. If the vendor changes its policies or discontinues support for the product, it can pose risks for your long-term plans.Difficulty integrating with other systems
Many of these solutions have limited integration capabilities with other tools already in use within your company. This can lead to challenges in creating a seamless ecosystem.Scaling issues
As the company grows, ready-made CRM solutions may not meet the increasing demands. They often have limits on the number of users or data volume, which can become a restriction when scaling the business.
Ready-made CRM solutions are suitable for small and medium-sized companies that want to quickly set up processes without significant resources. However, for businesses with higher requirements for flexibility and specific features, custom development might be a better choice.
While ready-made CRM systems have their advantages and limitations, custom development can be the ideal solution for companies that require flexibility and a tailored approach. However, alongside the benefits, there are also some challenges that need to be considered. Let's take a look at the main advantages and disadvantages of custom CRM solutions.
Advantages of custom CRM systems:
Full flexibility and customization
Custom CRM systems allow you to create solutions that fully meet your business needs. You can tailor all functions, interfaces, and workflows according to the specific requirements of your company, ensuring effective automation and optimization of operations.Scalability
Custom systems are designed with future growth in mind. You can easily add new features and capabilities as your business evolves, without the limitations that may arise with ready-made solutions.Integration with other tools
If your company uses specific tools for finance, HR, or other operations, a custom CRM allows you to fully integrate it with other systems, creating a unified ecosystem.Control over updates and support
Since the system is developed specifically for you, you have full control over the update and support processes. You can set priorities and manage changes independently.
Disadvantages of custom CRM systems:
High development costs
Creating a custom CRM system requires significant investment during the development phase. This can be a substantial financial burden, especially for small and medium-sized businesses.Implementation time
Developing a custom solution takes more time than implementing a ready-made CRM. Planning, development, testing, and setup stages are required, which may extend the implementation time.Need for technical specialists
After implementing a custom CRM, you may need a team of technical specialists for ongoing support and system updates, which increases the costs of maintaining the system.Risks of unforeseen issues
Since the custom system is created specifically for your business, there is a chance of technical problems arising, which may require additional resources to resolve.
A custom CRM system is the ideal solution for companies with specific requirements and plans to scale. However, it's important to consider the high development costs, the time required for implementation, and the ongoing need for technical support at every stage. Overall, opting for a custom system is the better choice. Custom solutions minimize critical errors because their structure is built around the company's unique processes. In practice, custom CRMs typically break even about two to three months after implementation.
The decision between custom CRM development and integrating a ready-made solution depends on the specific needs of your business. If you need quick integration and clear cost management, ready-made systems can be an excellent choice for small and medium-sized companies. They allow for a fast process launch with minimal investment.
However, if your business requires more flexibility, adaptation to specific processes, or plans for scaling, a custom CRM system will be the better option. It will allow you to create a tool that fully aligns with your development strategy, although it requires significant investments in time and resources.
Ultimately, it is important to consider the long-term goals of the company, the budget, and technical capabilities to choose the most effective solution.
Key stages of custom CRM development
The development of a CRM system is a complex and multi-stage process that includes several key stages. First, it is important to analyze and choose the type of CRM, as there are several common formats. The most important parameters are:
What data will be processed and how
There are classic systems for data storage, analytical platforms for the corresponding work. The system can be industry-specific, tied to a particular business segment. More often, a combined system is created that reflects the company's needs.Deployment principle
The entire infrastructure can be in cloud storage. This requires minimal user care. To maintain information confidentiality, a turnkey format is chosen, where the client receives their own server.Licensing type
There is SaaS, where the developer handles updates and maintenance. There is on-premise, where maintenance is done independently. In custom development, the client is provided with all the source data. So, later everything can be reworked or upgraded.
Regarding the readiness for implementation, there are four main categories. These are ready-made solutions and ready-made solutions with customization – they include universal systems with minimal upgrades. There are also modular solutions – here the CRM consists of a set of modules chosen by the client based on their needs. The most functional are fully custom developments.
It is important to understand what the architecture of such systems consists of. Developers follow this structure:
The basic platform with basic functionality.
Databases and management tools are used for data management.
There are modules or components. Software solutions are implemented for the operation of individual departments.
API tools. This refers to anything that ensures data exchange with the organization's website or other software systems.
Optionally, mobile applications can also be created, for example, if your company operates in a field-based format.
The structure of the development stages of such systems strongly depends on the company handling the project. The classic development path for CRM and ERM systems looks quite similar. Initially, the client should be introduced to the project manager, where it is important to clarify all the details. This involves understanding the essence of your project. The composition of the modules or specific roles is defined – these could be administrators, salespeople, warehouse workers. Responsibilities are also outlined. Then, the business processes that need to be managed within these systems are specified. At the start, objective quality indicators are defined – based on which the manager will evaluate the performance of the business. Additionally, there is a conversation about synchronization with external services and what the created system needs to integrate with. At the discussion stage, the technological stack is also determined, as it is crucial that the developed system is compatible with the company's infrastructure.
At this stage, it is common to identify examples of what the client definitely does not like – the so-called anti-references. After gathering this information, the team can be assembled, and the essence of the technical specification (TS) can be shared.
During the design phase, five important processes should be highlighted:
Mindmap development
This is a logical diagram of the system, navigation, and user behavior. Once created, it needs to be approved by the client before moving on to the next step.Initial wireframes
These are rough mockups showing buttons, their placement, and the future content. These wireframes are also agreed upon with the client.Concept presentation
After the previous stages, a concept presentation is made, demonstrating the primary feature or task of the platform, such as working with the sales funnel. If everything is okay, the other features are then developed.Ready-made mockups
Designers create final layouts. To simplify the work of developers, designers can also prepare a UI kit, which involves creating visual components for the interface.
The platform development can proceed in sprints of two or three weeks. After studying the CRM system architecture, specialists begin working with a specific tech stack, such as using NestJS for the backend, React Native for mobile applications, and so on. The team may consist of around 10 professionals, each handling their own tasks. This helps optimize time and resources for development.
Once the system is created, the important process of QA testing begins. Although this is often done in parallel with development. The goal is to identify bugs under various scenarios and when running on different devices. This testing can be either automated or manual. It is worth noting the advantage of working in sprints – the team delivers a part of the system, which testers can quickly check. All bugs are fixed before the final release.
The release is not the final stage, despite the fact that users can already work within the system. There is also an important support phase. The specialists who developed the product check for errors, fix any bugs identified during use, and handle the overall system maintenance.
Features of modern CRM systems:
First and foremost, it is a tool that only reveals its full potential when there is a clear and well-developed strategy for the future.
The system must be as automated as possible, secure, and omnichannel.
Using so-called no-code platforms and other solutions allows for making changes that are economically justified.
Developers strive to consider ergonomics and the end-user experience. Systems should be simple and intuitive from the start.
For simple and fast scaling, the Cloud Native approach is used. This involves containerization, microservices, and more. As a result, a large audience can be serviced and scaled without investing significant resources.
Mobile access to the system also matters. The interface must be designed with a focus on use through mobile devices.
The best technology stack for developing a CRM system
Various specialists with different task delegations work on these projects. There are backend and frontend developers, separate designers working on the product's interface, as well as those who handle analytics, QA engineering, and technical support. Clients may be offered a diverse range of technology stacks:
For Front-end, this may include React, Vue, Next.js, Nuxt.js, Sass, SCSS.
For Back-end, it may be based on Yii2, Symfony, Zend Framework, Laravel, Django, Flask, NestJS.
Databases are handled using MongoDB, MySQL, PostgreSQL, SQLite.
Programming languages can include PHP, JavaScript, Python, Node.js.
It's also worth mentioning different package managers, such as Composer, NPM, PIP, and Yarn. As for other supporting technologies or services, there is experience working with Joomla, Google Analytics, Docker, and CheckTrust.
Top 5 CRM trends for 2025
CRM systems continue to evolve, adapting to the needs of businesses and customers. By 2025, several trends are expected to shape the future of customer interactions. Here are the five most significant trends:
Integration with the Internet of Things (IoT)
The Internet of Things (IoT) opens new possibilities for customer interactions. Connecting physical devices to CRM systems allows businesses to collect real-time data on product usage, quickly respond to technical issues or customer needs, and optimize offerings based on the collected data. For example, a home appliance manufacturer can receive information about the status of its devices used by customers and proactively notify them about required maintenance. This not only enhances the user experience but also builds greater trust in the brand.
Hyper-personalization
Today's customers expect companies to understand their unique needs. CRM systems are actively implementing advanced analytics technologies to create personalized offers, automate recommendations based on customers' purchase history and interests, and use AI to predict future customer needs. For example, a marketing platform can analyze customer interactions with emails or a website and automatically adjust the content to best match their interests. This enables companies to increase conversion rates and reduce spending on ineffective advertising.
CRM as a unified customer data hub
Companies are increasingly integrating CRM with other business systems, such as ERP, support services, and marketing platforms. This integration centralizes all customer data in one place, optimizing interaction between different departments and providing end-to-end analytics for strategic decision-making. For instance, sales, marketing, and support teams can collaboratively work on a customer request using a single database, significantly improving service speed and quality. It also enables the creation of comprehensive reports for strategic planning.
Increased focus on data security
In a world where customer data volumes are constantly growing, security is becoming a key priority. By 2025, CRM systems will actively implement data encryption, compliance with regulatory standards like GDPR, and cybersecurity modules to detect real-time threats. For example, built-in security features can help businesses avoid data breaches that damage reputation and customer trust. Information protection is becoming a competitive advantage for businesses.
Why Choose Codeska?
Codeska is a reliable partner in the development and implementation of CRM systems across various industries. We specialize in creating solutions from scratch and modernizing existing platforms. Our expertise spans real estate, fintech, e-commerce, manufacturing, and more. We help optimize business processes and enhance efficiency through the implementation of customized solutions tailored to each client's needs. Here are a few of our case studies:
For the company For Better Life (formerly known as Blyskavka), we developed a user-friendly e-commerce website integrated with a CRM system to efficiently manage 10,000 SKUs and inventory.
For Work&Go, whose goal is to help residents of French cities find and book coworking spaces, we created a website and an app for booking workspaces in France. The core system is a CRM that records bookings, payments, and other necessary information for both users and administration.
Another project, Eden Realty, specializes in real estate search in Dubai, where we implemented an integrated script for automatically updating website information after data is modified in the CRM.
Conclusion
Building your own CRM system is challenging. But sooner or later, your company will face some critical challenges. We're talking about the rise in competition levels. We're talking about a shortage of personnel in line with current tasks. Starting or scaling a business often leads to an increase in operational processes, requiring more time, labor, and financial resources to function effectively. Additionally, there is the issue of structural changes in the market. Well-designed and integrated CRM or ERM systems can automate most of the usual business processes and redistribute available resources. You'll soon feel the growth in orders or sales.
The experts at Codeska offer you a profitable partnership and turnkey project execution. The combination of our experience, a long list of successfully implemented projects, and an understanding of 11 different markets ensures the complete development cycle. We also guarantee flexibility, transparency, and optimal resource utilization. When you order a custom project, you will get a CRM or ERM system tailored to your business needs. Your employees will immediately begin using the system, understanding its interface and functionality. No time will be wasted on adaptation.