I think businesses have to pick and choose, but: if inhouse CRM is part of the competitive advantage, then it makes sense. If it isn't, and the only goal is for

I think businesses have to pick and choose, but: if inhouse CRM is part of the competitive advantage, then it makes sense. If it isn't, and the only goal is for it to be acceptable, then it makes more sense to license an existing product. Except for state/government institutions, which very often have many other regulatory hurdles that commercial software doesn't handle well. That's one of the ways in which regulation can be very expensive.