CRM: buy a box or build your own

«Build our own CRM» is the most expensive and most heroic phrase in digital. Often it isn't a real need — it's the founder's irritation that Bitrix24 «isn't quite right».

A simple test we use:

• If the process is standard (inbound leads, basic pipeline, basic analytics) — buy a box. No argument.
• If the process is specific (mixed-batch aggregates with routes, or a subscription product with retention) — custom pays off.
• In most real cases — hybrid: a box as the core, custom modules over the API.

That's how we built Eden CRM: deals and calendar stayed in Bitrix24, but logistics and margin went into our own service. Saved the client years of engineering.

Don't confuse «we don't like Bitrix» with «Bitrix doesn't fit us». Different stories.