How to build a custom CRM system for your business?

Saurabh Singh August 8, 2022
How to build a custom CRM system for your business

Creating your own CRM is one of the most important decisions you’ll ever make in your business. Why? Because it’s the key to unlocking the power of data to drive better decision making, increase sales, provide accurate insights, have better customer interactions, and more.

When you create your own CRM, you are taking on a huge responsibility. Before you even think of designing, creating, or launching your own customer relationship management (CRM) system, there are a few things you need to keep in mind like what features you need, how user-friendly the interface (UI) needs to be, and what kind of design you want. Once you have a good understanding of what you need, the rest will fall into place.

If you are not sure where to start then you have landed at the right place. In this blogpost, we will provide a step-by-step guide on how to build a custom CRM system, its features, benefits, and costs. We will also highlight some of the key statistics to help you decide further. 

So, let’s get started!

Key CRM Statistics you need to know

If you’re like any other business in the market, your CRM (customer relationship management) system is one of your most important tools. With a CRM system in place, you’ll be able to better understand your customers, keep track of your sales and marketing activity, and make better decisions based on accurate data.

The CRM software market is currently growing at an exponential rate. Have a look at the below statistics for a complete overview of the market and growing importance of CRM systems for businesses.

  • As per a report on the State of Sales by LinkedIn, 64% of companies consider CRM to be really impactful for their business.
  • According to Nucleus Research, productivity with improved data visibility is the main benefit of CRM technology
  • As per the latest research by Salesforce, CRM software can increase sales by up to 29% while improving sales productivity and accuracy.
  • As per a study conducted by Capterra, customer satisfaction and customer retention were improved when businesses used CRM systems.
  • According to a research by Grandviewresearch, the global CRM market size was estimated at approx. USD 52.4 billion in 2021 and is expected to reach USD 57.9 billion in 2022.

Key CRM Statistics you need to know

The above statistics clearly indicate why having a CRM system is a must for businesses. However, when it comes to building a CRM system, there are two approaches – you can either use a market ready CRM system, or can create a custom CRM system from scratch.
Here are the key differences between a custom-made and a market-ready CRM to help you make an informed decision.

Custom CRM System Vs Market-Ready Solution

It is important to decide which type of CRM will best meet your needs before building it, as the wrong one can lead to frustration and wasted time.

What is a custom CRM system? It is a tailor-made solution for your business, designed to streamline your operations and help you optimize your workflow.

On the other hand, a market-ready CRM is already set up and highly functional, and may include features that you do not need or want.

We will summarize so you get a clear idea of the differences.

Custom CRM System Market-Ready CRM System
Allows you to finalize the set of features required as per your business needs Already has a standardized set of features with a limited scope of adding new ones as per your requirements
Designed specifically for your business More generic and can be used by many businesses
More expensive to build as it requires more customization, features, time, and manpower Cost-effective because of a standardized set of features
Need to train a customer support team to resolve the issues Can use the available support if any issue arises
Free trial not available Free trial available and then you can switch to upgrade

While we have looked at the major differences between a market-ready and custom-made CRM system, let us now look at some of the key benefits of creating your own custom CRM system from scratch.

Benefits of having a custom CRM software

A CRM software is an essential tool that you can use to manage and track customer data. A well-developed CRM system allows you to better understand your customer base and identify and address any customer issues early on. By automating customer communication processes, a CRM system also helps you to reduce operational costs. 

But why should you build your own custom CRM from scratch? Here are some reasons to consider.

Benefits of having a custom CRM software

You need tailor-made solution

Customized CRM system helps you decide all the features required in your CRM thus making it more flexible to use. You may include anything you want in it, based on your usage, client support, marketing, and sales experience. And if you’d like to modify any feature your team can easily do it without any hassle. A custom CRM system will offer functionality that is specific to your company’s needs. This allows you to tailor the system to meet your specific goals and objectives. 

You can optimize costs

A market-ready solution is aimed at various businesses, which does not take into consideration specific operating areas of an organization. Due to this, a market-ready CRM solution is often stuffed with a lot of features that may not be useful for your business. Let’s say, if you need a CRM system specifically for your sales and marketing teams, you would still end up paying for all other features in the package. A custom CRM system, on the other hand, includes features as per your business requirements and hence leads to optimized costs. 

You can save time 

With a pool of wanted and unwanted features in a ready-made CRM solution, your team loses time in finding the functionalities they need to work on. Also, the team might face difficulty in using some features and functionalities as the UX is created as per the convenience of the majority, but not every user. A custom CRM solution, since aligned with your business requirements, resolves all these issues and saves time of employees in finding different functionalities.   

You can create personalized customer experiences  

A market-ready CRM solution is just a template and so, you cannot customize its design, functionalities, or algorithms. This makes it challenging to deliver a personalized customer experience as communication with users via emails and messages may become a bit standardized like other brands using a similar ready-made solution. Custom CRM software development does not have such limitations as you can build a system that reflects your business identity.   

Let's begin

Types of CRM Systems

By now, it must be clear why building a CRM from scratch is beneficial for your business. So now, let us have a look at the three main types of CRM system- Operational, Analytical and Collaborative CRM. 

Operational CRM System

Operational CRM systems are very beneficial to businesses. They help manage and integrate business processes, give employees the ability to access customer data from any location, and provide real-time visibility into various areas of the business. Additionally, these systems can improve customer service by automating tasks such as appointment scheduling and follow ups.

Analytical CRM System

Analytical CRM systems help businesses make better decisions by providing insights into customer behavior. Additionally, analytical CRM systems can identify trends and patterns, which can be used to improve marketing strategies. Also, they can help businesses track the performance of individual salespeople and identify areas of improvement.

Collaborative CRM System

A collaborative CRM system is a CRM system that allows businesses to share customer data across multiple departments. This type of system is beneficial because it allows businesses to provide a more holistic view of the customer. Moreover, collaborative CRM systems improve communication between departments and allow businesses to make better decisions. They are packed with various features such as discussions, chat boards, file sharing, and streaming activities.

By choosing the right type of CRM system for your business, you can streamline your operations and improve customer satisfaction. 

Features to be included in a custom CRM system

Creating a CRM system can be a great way to manage your business more effectively. By customizing the system to fit your needs, you’ll be able to improve your workflows and get more out of the software. 

Here are some features you’ll want to consider when choosing a customized CRM system.

Email Integration

Email integration is a key feature to consider when building a custom CRM system. It allows you to connect your CRM software to your email account, making it easy to manage your customer relationships. With email integration, you can easily track customer interactions, generate custom reports, and more.

In addition, email integration makes it easy to share customer information with other members of your team. When considering email integration as a feature for your custom CRM system, be sure to consider the needs of your business and the level of integration that you require.

Leads Management

A custom CRM system can offer many benefits for businesses, including the ability to manage leads more effectively. With a custom CRM system in place, businesses can track every interaction they have with a lead and make sure that no opportunities are missed. 

Also, businesses can use their custom CRM system to automate some of the tasks associated with lead management, such as sending follow-up emails or scheduling appointments. By taking advantage of these features, businesses can increase their chances of converting leads into customers.

Task Management

​​Alerts and notifications are important features of any task management system. Alerts notify users of impending deadlines or overdue tasks, while notifications remind users of upcoming meetings or events. In a custom CRM system, alerts and notifications can be customized to suit the needs of the user. As a result, task management is an essential feature of any custom CRM system.

Reporting and Analytics

With reporting and analytics, businesses can track their sales data, customer interactions, and more. This data can be used to improve sales strategies, target new customers, and more. Additionally, reporting and analytics can help businesses to identify trends and patterns

For example, if a business sees that its sales are increasing during a certain time period, it can use this information to adjust its marketing strategy accordingly. Alerts and notifications can also be set up as part of the reporting and analytics feature, so businesses can be alerted when certain events occur, such as a decline or increase in sales. By leveraging the analytics businesses can see an enormous amount of growth and success.

Customer Support

By incorporating this feature into your CRM, you can automatically send alerts to specific team members or groups based on customer interactions, feedback, or even product usage. This way, you can be sure that any potential problems are quickly dealt with and that your customers always receive the best possible service. 

Not only will this improve customer satisfaction levels, but it will also help to build loyalty and trust in your brand. Ultimately, a custom CRM system that includes customer support alerts and notifications is an essential tool for building a successful business.

Given above are some of the key features that you can get included in your CRM system. However, apart from these, there are many other features that you can consider including as per your business needs, for instance, file sharing, pipeline view, social media integration, invoicing, third-party integration, chatbots, report generation, and more.  

Things to consider before you build a CRM from a scratch

Creating a custom CRM system from scratch may seem like a daunting task, but if you consider all the factors involved and plan accordingly, it can be a very rewarding experience for your business.

There are a lot of things to consider before building a CRM system from scratch. You need to ensure that you have a clear understanding of your business needs and what you want the CRM to do for you.

You also need to decide on the CRM features list. Will it be used mainly for customer management, or will it be needed for sales and marketing purposes? What sort of reporting and analytics do you need? Which technology will be used and what are all the budget constraints involved? Let’s delve deeper to know more about it.

User interface

There are many factors to consider when designing your own CRM, but one of the most important features is the user interface. A well-designed user interface will make it easy and intuitive for your users to interact with your system.

It should be easy to navigate the features you need, the design should be intuitive and consistent across all platforms.

Integration with internal business software

Another main attribute while creating your own CRM, is the type of software you want to integrate with, the features you need, and the level of customization that you want. It’s important to choose a CRM software that is compatible with your business’s current system, infrastructure and offers the features and functionality that you need to manage your customer data effectively.

If you’re looking for a more comprehensive solution, consider opting for CRM software that offers a wide range of integrations.

The use of the cloud

There’s a reason why so many businesses today are turning to the cloud for their CRM needs. Not only is it more affordable than ever to use this technology, but it’s also more reliable and versatile than ever before.

With a cloud-based CRM, you can store your data in one central location, access it from any device or computer, and share it with your team members easily. Plus, you can add new features and functionality to your CRM with minimal effort, making it an ideal choice for businesses of all sizes.

Post-project maintenance

Once the custom CRM is built and delivered to the customer, there is still a lot of work to be done in order to ensure that the CRM meets customer needs and is functioning as expected. Here are some key things to keep in mind when building your CRM:

  • establish clear customer acquisition procedures and strategies
  • design customer profiles accurately
  • create automated workflows and processes
  • set up alerts and notifications to ensure timely updates and responses from your customers

Custom CRM development company

There are many factors to consider before you create your own custom CRM software, and the best way to get started is to consult a software development company. By working with the experts from the company, you can take advantage of their years of experience in the industry and benefit from their expertise in building a CRM that meets your specific needs.

Additionally, a development company can help you streamline your data processing to ensure all data is properly organized, accessible, and perfect for your business that meets all of your needs.

7 Steps on how to build a custom CRM

By this time you must be aware that with the right tools and guidance, it can be a breeze to build CRM software. By following these simple steps, you can create a CRM that fits your specific needs and meets your specific business requirements.

7 Steps on how to build a custom CRM

Setting up clear business goals

If you want to build a custom CRM system, it’s important to first understand your business goals. Are you looking to increase sales? Reduce customer churn? Improve customer service? Build a better customer database? Or improve marketing insights? 

Once you know your business goals, it’s easier to select the right CRM system for your needs. By setting up clear business goals, you can identify the areas in which your business needs improvement, and work towards achieving them by implementing specific CRM software features that will help you achieve your desired results.

Security and Legal Requirements

When building a CRM, it’s important to take into account the security and legal requirements of your business. A well-crafted CRM software will adhere to stringent regulations and protect your data from unauthorized access or use. It will also provide a secure means of communication between your employees and ensure that all transactions are properly documented and tracked. 

By following these guidelines, you can build a CRM software that meets the specific needs of your business, without sacrificing any of the functionality or features that make it so popular.

Choosing CRM development experts

CRM software development can get you on your toes so you have a couple of choices to make: you can either choose to contract out the CRM development process, or you can choose to do it in-house. An internal team is definitely an option if you have the resources and manpower to handle the project yourself, however, hiring a development company will allow you to focus on other aspects of your business that are more important to you. 

Whichever route you decide to go down, make sure to consult with a reputable custom CRM development services provider who can help you create the perfect system for your business.

Calculating rough estimations

Building a CRM software can be a daunting task, but it is one that can be very profitable for your business. By calculating the rough CRM cost with the experts, you can get a better idea of the total investment required and the value of the features that you need. 

Once you have identified these key factors, it will be easier to decide the features, technology stack, and services required for your business. Additionally, by understanding the different pricing models available, you can find the best deal that suits your needs.

Development process

If the above-listed tasks are completed, meet up with your team to present the design, prototype, and workflow diagrams. Now at this stage, the framework is already chosen by the team that will help bring CRM design to life. 

The team is now responsible for taking the development forward by building software architecture, project roadmaps, wireframes, coding, managing deadlines, and gradually completing each milestone. After development, the testing phase will start which will be conducted by QA. Mind that most CRM systems have several apps designed for different types of workers. They are connected to a single database and have functional linking.

Launch phase

After achieving all the development requirements, now is the launch phase where the software will be launched for the users in a beta phase and customer feedback will be the main goal. In order to fix issues and enhance the software functionality for users, the launch phase is most important.

Support services

It’s an undeniable fact that after the development phase, post-maintenance services play a major role in the smooth running of the CRM system. Experts need to offer post-project support by improving CRM functionality based on customers’ feedback.

[Also Read: How to successfully implement a CRM?]

How to choose a custom CRM development company?

Custom CRM software can offer many benefits for businesses, from improved customer service to increased sales and higher customer retention rates. However, not all custom CRM development companies offer the same services. So, while choosing a company, it is important to consider several factors according to your business needs.

When it comes to CRM development, it is important to pick a company that has the experience and expertise to deliver a high-quality product. Here are some tips for choosing a CRM development company:

  • Look for companies with a proven track record of delivering successful CRM projects.
  • Make sure the company has experience in your specific industry or sector.
  • Ask for the portfolios and case studies.
  • Check out the company’s website and read their blog to get a sense of their approach to CRM development.
  • Schedule a call for a clear discussion.

Drop us a line

Cost of Building a Custom CRM System

Building a custom CRM system can be much more expensive, depending on your business needs. If you’re looking for a comprehensive and customized CRM solution that integrates with all your other systems, you’ll likely need to invest in software, technology stack, consultants, training, and time. 

On the other hand, if you just need certain features added to your current system, or if you want a more customized solution, then you can likely get just what you need without shelling out too much money. However, it’s important to do your research before making an informed decision, as there are plenty of cheaper (and less effective) CRM systems out there that promise to do everything but actually deliver.

The approximate cost of a custom CRM software development project can only be calculated after having the requirements because the cost will definitely depend on a variety of factors including technology used, team size, software integrations, and a lot more. However, the rough estimation can be from $30,000 to $300,000.

How can Appinventiv help you develop efficient and secure CRM software?

Our team at Appinventiv has proven experience in developing software that can transform your business processes. We’ve created many software applications that allow users to ease their entire processes from scratch till the end.

Our engineers create several layers of security protection using various technologies and also offer regular security checks, testing, and maintenance services. 

Steps we follow to create a CRM software include:

  • We keep in mind your vision and translate it into technical specifications, including wireframes, refined estimates, and a development plan.
  • Our team of experienced developers creates a secure infrastructure for your CRM system along with a development environment.
  • Designer designs a UI/UX design for each screen based on wireframes.
  • We develop and test software to optimize the development process and write high-quality code.
  • We release your CRM software by keeping in mind its rules and documentation.
  • We support and maintain your project, it’s always you who decide how to proceed.

If you are still juggling with an idea for how to build a custom CRM system, don’t hesitate to share it with us. We’ll handle the full-cycle development for you. Our team of experts will offer top-notch enterprise software development services as per the latest trends and assist you through the entire process of your CRM journey. 

Get in touch with our experts.

THE AUTHOR
Saurabh Singh
CEO & Director
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