Custom CRM software development:
services, features & guidelines

Custom CRM software development: services, features & guidelines

Our custom CRM services

Our custom CRM services

Itransition’s consultants can share their expertise to facilitate the adoption of custom CRM software, helping your company draw up a development roadmap, estimate a realistic project budget, and select a suitable feature set, tech stack, and deployment model.

Our team of software engineers delivers custom CRM solutions built from scratch and equipped with modules and features tailored to your business requirements, taking care of prototyping, UX/UI design, front-end and back-end development, and testing.

We can reshape a custom or platform-based CRM through various customization options, including functionality extensions, feature, and UX/UI modifications, or additional integrations, to adapt your existing solution to emerging business needs and technology trends.

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The functional scope of a custom CRM

We equip your CRM solution with a comprehensive set of custom features and integrate it with other corporate and external systems through APIs, middleware, or iPaaS to expand its built-in capabilities and enable seamless data exchange.

Custom CRM features

Lead management

    • Sentiment analysis of prospects’ and customers’ online activity to assess brand reputation
    • Customer profiling and segmentation based on various metrics to fine-tune marketing campaigns and related budgeting
    • Customer journey mapping to identify the touchpoints and marketing channels involved in early customer interactions
    • Personalized marketing via targeted ads, tailored offers, and customized engagement strategies
    • Lead scoring to prioritize prospective customers with the highest perceived value and maximize the conversion rate

    Custom CRM integrations

    to supervise customer-related processes and harmonize them with other corporate workflows

    to track customer journeys and purchases and enable dynamic pricing

    and other in-store payment gateways to gather customer data from traditional sales channels

    to enable user access to personalized services and relevant information

    to automatically fill in quotes, invoices, contracts, and other documents with customer data

    to unlock more advanced analytical and forecasting capabilities

    Social media

    to monitor user interactions and better assess sentiments towards your brand

    to monitor your sales managers’ KPIs in relation to sales performance and customer feedback

    Marketing platforms

    such as Mailchimp and Bloomreach, to automate marketing campaigns and personalize customer journeys

    Custom CRM development steps

    Itransition offers full-cycle consulting and development services to guide your organization through all CRM implementation stages, from project planning to software engineering and post-deployment maintenance.


    Business analysis

    Our consultants carry out discovery workshops and software ecosystem evaluations to determine your goals and needs. Then, they help you outline your CRM’s functional and non-functional requirements, set up an implementation roadmap, and define the project’s budget, timeframes, and deliverables.



    We define your CRM’s usage scenario and user journeys and prepare a software specification detailing its architecture and features, along with wireframes and mockups. Then, we select an effective tech stack and deliver a PoC to ensure the project’s feasibility.



    Our team proceeds with front-end and back-end development, building the CRM solution through multiple iterations. We also set up all necessary software integrations via APIs or message-oriented middleware and handle code reviews and debugging.



    Combining manual reviews and test automation software, our QA engineers execute functional, performance, compatibility, usability, and security tests to identify and correct bugs, UX/UI design mistakes, or other issues.



    We deploy the CRM solution to the hosting environment of your choice (on-premises, cloud, or hybrid). We also integrate the application with other corporate software and migrate data from your legacy systems to the new CRM.


    Maintenance & support

    Itransition provides your organization with ongoing training (demoing, tutorials, etc.) and support, along with maintenance services to fix technical issues and fine-tune the application over time. We can also enhance your software with new features and functional adjustments.

    Custom vs out-of-the-box CRM

    Before embarking on a rewarding but demanding CRM development project, you must decide whether to build your software from the ground up or purchase and customize an off-the-shelf product based on the following factors.

    Custom CRM

    Off-the-shelf CRM


    Custom CRM

    Off-the-shelf CRM

    Bespoke functionality in line with your unique business requirements

    Fixed modules and features established by the CRM vendor


    Custom CRM

    Off-the-shelf CRM

    Higher upfront investment to fund your CRM software development project

    Higher long-term costs for software licensing fees and necessary customizations

    Adoption timeframe

    Custom CRM

    Off-the-shelf CRM

    Slower implementation since your team has to design and develop the solution from scratch

    Faster adoption as the solution is ready for deployment, but customizations can slow down the process


    Custom CRM

    Off-the-shelf CRM

    Hosting environment (cloud, on-premises, or hybrid) selected by your company

    Deployment models decided by the CRM software provider


    Custom CRM

    Off-the-shelf CRM

    CRM fine-tuning, troubleshooting, and user support performed by your in-house specialists or an external team

    Maintenance and updates included in the software subscription or available for an extra fee


    Custom CRM

    Off-the-shelf CRM

    Flexible custom integrations set up by your IT staff

    Native integrations with compatible third-party platforms and SaaS applications


    Custom CRM

    Off-the-shelf CRM

    Extensive customization possibilities to adapt the CRM functionality to emerging business needs

    Limited customization and configuration options within the vendor’s predefined settings


    Custom CRM

    Off-the-shelf CRM

    Full ownership and control over the CRM during its development and after release

    Little or no control over the application

    Change management

    Custom CRM

    Off-the-shelf CRM

    Minimal workflow and tech stack adjustments, as the application is designed with your operational scenario in mind

    More extensive changes to your business processes and technical environment to take full advantage of the new CRM

    Potential risks

    Custom CRM

    Off-the-shelf CRM

    Project budget overruns and long-term maintenance burden for your in-house team

    Vendor lock-ins, unexpected licensing costs for premium services, and lack of essential features

    When to opt for custom CRM

    Consider building custom CRM software if one or more of the following conditions match your business scenario:

    Functional & performance gaps

    Out-of-the-box solutions lack the features, security measures, or scalability essential to meet your business requirements, user needs, and established workflows.

    Expensive customization

    Filling the functional gaps of packaged software through customization is too expensive or impossible due to technical limitations.

    Long-term TCO increase

    Licensing fees for off-the-shelf CRM are likely to increase in the long run, especially if pricing is based on the number of users that can scale up as your business grows.

    Difficult integration

    Boxed CRM solutions are difficult or expensive to integrate with your existing corporate software ecosystem, including legacy applications.

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    Custom CRM development costs

    The budget to complete a custom CRM development project can range from around $90,000 for an entry-level tool for small businesses to $300,000+ for an enterprise-oriented solution with advanced capabilities. After assessing your specific business case, our consultants will provide more detailed estimates based on the following cost factors:

    Cost factors

    Architecture and functional scope
    including modules and features

    Number of users
    along with UX/UI customizations for different user roles and permissions

    Tech stack
    such as development tools, cloud services, and hardware

    Hosting environment
    where the CRM will be deployed (on-premises, cloud, etc.)

    Number and type of integrations
    with other software and data sources

    Data management costs
    for cleansing, storage, modeling, and migration

    Development team composition
    including designers, front-end and back-end developers, QA engineers, etc.

    Post-deployment expenses
    for training, support, maintenance, and updates

    Key challenges of custom CRM and how to overcome them

    Full ownership of your customer relationship management system and superior control over software implementation are top priorities for many enterprises, but they typically translate into greater effort and accountability. Here are the best practices we follow and the relevant services we provide to address common custom CRM challenges.

    Budget overruns

    In the short term, building custom CRM systems is typically more expensive than adopting out-of-the-box or SaaS solutions, and costs can snowball during the project due to technical complexities. Also, companies risk overlooking licensing fees for third-party development tools, hosting environment, and hardware or wasting time and resources to develop unnecessary functionality.

    • We provide project budgeting and license optimization consulting, helping you define a suitable feature set and select cost-effective technologies like open-source tools and deployment models.
    • We offer different engagement models and related pricing systems to best meet your expectations.
    • We adhere to the Agile approach to project planning, managing, and tracking to reduce the initial delivery timeline and support iterative product improvement.
    • We apply DevOps methodologies (CI/CD and test automation, microservices, incremental build model, etc.) to streamline the development process and reduce product delivery costs.


    What are the advantages of using a custom CRM?

    How long does it take to build a CRM?

    What technologies should be used to develop CRM?