However, the major commercial CRM packages tend to be very flexible and many vertical CRM applications have been...
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developed for specific industry needs, so the probability is that there are suitable packages out there.
The other reason that people venture into in-house developments is that they have 'spare' development resources which they feel they could use to cost-effectively develop a CRM package. In my opinion, there are a number of reasons this doesn't generally work out:
I'd be very wary of the in-house route unless you have very specific needs not easily met through standard packages, and even then you would want to undertake a very measured assessment of what's involved in developing a viable application before continuing. One compromise might be to take an open source CRM application as your foundation.
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