However, the major commercial CRM packages tend to be very flexible and many vertical CRM applications have been 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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