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Had this exact argument with a colleague last month, so I figured I’d write down where I landed.
If nobody on your team can say what the CRM is supposed to track, get a consultant. I’ve watched companies pour money into custom work when the real problem was that sales and support didn’t even agree on what a “lead” is. A decent consultant sorts that out in a few weeks and stops you building the wrong thing.
But advice only goes so far. You end up with a nice document and the same headaches, because nobody has actually built any of it. That’s when you should hire CRM developer help instead of booking another workshop.
My usual tipping points:- The CRM has to talk to your billing tool or website and the connectors keep dropping data
- Your team keeps side spreadsheets because the standard fields don’t match how you sell
- You’ve got a big migration, thousands of messy records, and the import tool chokes
- You want a report or automation the platform just doesn’t offer
Rough rule: consultant for “what do we even need?”, developer for “we know what we need and the platform won’t do it.”
Most teams end up using both, one after the other. I’ve seen a couple of small teams skip straight to a developer and it worked, but they knew their process cold.
Has anyone done it that way round? Did it bite you later?
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