Most 'Off-the-shelf' CRM systems can be customised through ‘add-ons’ or 'plug-ins’, but there may be additional costs involved and the features will be limited. You cannot fully customise an off-the-shelf CRM system, as you do not own it outright.
A bespoke CRM system is tailored to your business’s individual requirements and built to work alongside existing processes – you are able to fully customise the system and its features to fit your needs.