A general-purpose CRM is often a better choice than an IT-specific one because it offers greater flexibility and scalability. This allows a general CRM to grow with your company and integrate with a wider range of business tools.
But with so many CRM platforms available, how do you know which is best IT CRM for your business? You might ask yourself, “Should I use an IT-specific CRM or a general-use CRM?”
Well, you’re in luck because we’re diving into the IT-specific CRM vs. general-use CRM debate on this page. Just keep reading to see the pros and cons of each IT CRM type!
An IT CRM or IT-specific CRM is a CRM platform specially designed with IT companies in mind. It takes into account the needs of IT companies and includes unique features to help them reach their goals.
What is a general-use CRM?
A general-use CRM is a CRM platform that works equally well for companies across any industry. It usually contains a broad range of features and customizable settings to help you set up the platform in a way that works best for your team and business.
The pros and cons of using an IT-specific CRM
So, which should you choose when it comes to an IT-specific CRM vs. a general-use CRM? We’re helping you weigh up your options by comparing the pros and cons of each below!
Let’s start with the common advantages and disadvantages of IT-specific CRMs.
One of the biggest pros to opting for an IT CRM is that it comes with IT-specific features.
For example, an IT CRM may come with contact management features that enable you to record which types of devices and software your clients use, making it easier to provide them with the support they need.
IT-specific CRMs may also include features that enable you to track IT support tickets and their progress, such as when they are submitted, the solutions implemented or tested, and when the issue is resolved.
General-use CRMs are designed for multiple industries and don’t usually come with industry-specific features.
Pro: Optimized for IT compliance regulations and law
Another benefit of using an IT-specific CRM is that it’s designed to meet the unique needs and requirements of IT businesses.
Lots of industries have regulations and compliance laws they need to follow, and IT companies like yours are no different.
Many CRMs for IT companies are not only designed with IT-specific features but are also optimized to be compliant with IT regulations you may need to follow, like the General Data Protection Regulation (GDPR).
Con: Can be more expensive than general-use CRMs
Because of the IT-specific features and niche capabilities, IT-specific CRMs can often be more expensive than general-use CRMs.
Many industry-specific CRMs tend to offer only one pricing plan to access the platform. So, if this pricing plan doesn’t fit within your budget, there isn’t much wiggle room, and you’ll need to look elsewhere.
Con: Not ideal if you only need access to basic CRM features
If you need a CRM with only the most essential features, like contact management, lead tracking, and reporting, then an IT company CRM may not be the best fit for you.
As mentioned above, an IT companies-specific CRM has many unique features and can often carry a heavier price tag.
If you don’t need highly specific features, and basic CRM essentials suit your needs, a general-use CRM has a smaller price tag for the features you need.
The pros and cons of using a general CRM
Now, let’s look at the pros and cons of using a general-use CRM.
Pro: Has more affordable pricing plans
General-use CRMs are typically more affordable than IT-specific ones. This is because general-use CRMs need to appeal to a wider audience and usually provide a few different pricing plans. You can choose one depending on the features you need and the size of your company.
That means if one pricing plan is out of your budget, the provider likely has a cheaper option you can invest in, or there’s a good chance another CRM platform can offer the features you need at a lower price.
Pro: Offers more integration options
Another advantage of opting for a general-use CRM is that it usually comes with more integration options than an IT-specific one.
Because general-use CRMs must appeal to a broader audience and be more accessible, they’ll usually offer plenty of options to integrate with a wide range of tools and platforms.
Of course, this isn’t true for every CRM, and there are IT-specific CRMs out there that provide integration features. However, in most cases, general-use CRMs connect with many more tools.
One of the biggest downsides to investing in a general-use CRM is that it won’t provide IT-specific features. Again, this is because general CRMs are designed to be compatible with multiple industries and businesses.
To get IT-specific features like IT support ticket tracking or device and program reporting with a general CRM, you’ll need to customize the CRM or use an integration. Many general CRMs do allow you to customize your setup to meet industry-specific needs, but you won’t get IT-specific features right out of the box.
Should I use an IT-specific CRM or a general-use CRM?
Now, let’s answer your main question: “Should I use an IT-specific CRM?”
The answer depends on your needs.
If you’re looking for specific IT features to suit your needs and want a platform optimized for IT compliance laws, then an IT-specific CRM is for you.
But otherwise, it’s a good idea to use a general-use CRM. You don’t really need a CRM that’s just for IT companies. The most important features of a CRM are essential for every business and industry, and you can always customize a general CRM to meet your unique needs. And general CRMs usually come with a much lower price tag.
Frequently asked questions
1. What exactly is an “IT-specific CRM” and how does it fundamentally differ from a general-purpose CR
An IT-specific CRM is a customer relationship management system designed with the unique operational models, sales processes, and client management needs of IT companies in mind. This could include features tailored for Managed Service Providers (MSPs), software development firms, IT consulting agencies, or hardware/software resellers. These CRMs might offer built-in functionalities for ticketing systems, project management for software sprints, contract management for service level agreements (SLAs), or integrations with specific IT tools like PSA (Professional Services Automation) software.
In contrast, a general-purpose CRM, like Nutshell, is built to be highly adaptable across various industries. It provides a robust core set of functionalities—contact management, sales pipeline tracking, reporting, and marketing automation—that can be extensively customized. The key difference lies in the out-of-the-box specialization versus flexible adaptability. While an IT-specific CRM might offer immediate niche relevance, a general CRM provides greater agility and scalability to evolve with your business without being locked into a rigid, industry-specific framework.
2. Are there specific scenarios where an IT-specific CRM is undeniably the better choice for an IT company?
While general CRMs often offer superior flexibility and value, there are niche scenarios where an IT-specific CRM might be a stronger fit, particularly for highly specialized or regulated IT businesses:
Deeply Integrated PSA/Ticketing Needs: If your IT company’s core business revolves around a highly integrated Professional Services Automation (PSA) system that includes robust ticketing, project management, and billing, and an IT-specific CRM offers a seamless, native integration that is critical to your operations and difficult to replicate.
Strict Regulatory Compliance: For IT firms operating in highly regulated sectors (e.g., government IT contracts, healthcare IT with HIPAA compliance, financial tech with stringent data security laws), an IT-specific CRM might offer pre-certified compliance features that are essential and complex to build into a general CRM.
Proprietary IT Service Delivery Models: If your IT service delivery model is so unique and complex that it requires highly specialized, built-in workflows for managing technical projects, resource allocation, or client infrastructure that a general CRM would struggle to accommodate even with extensive customization.
However, these are often the exceptions. For most IT companies, the adaptability, broader integration ecosystem, and cost-effectiveness of a general CRM prove more beneficial in the long run.
3. How can a general CRM like Nutshell effectively serve the unique needs of an IT company without specialized features?
Nutshell, as a powerful general-purpose CRM, is surprisingly adept at handling the complexities of IT businesses through its core strengths:
Extensive Customization: Nutshell allows IT companies to create custom fields for tracking client tech stacks, project statuses, contract renewal dates, or specific service agreements. You can design sales pipelines that mirror your IT sales process, from initial lead generation to proposal, implementation, and ongoing support.
Robust Integration Ecosystem: Nutshell integrates seamlessly with a wide array of business tools, including popular marketing automation platforms, accounting software, and communication tools. For IT-specific needs, Nutshell’s open API and integrations with platforms like Zapier allow you to connect with specialized PSA tools, project management software (e.g., Jira, Asana), or even monitoring systems, creating a cohesive data flow.
Enhanced Communication & Collaboration: IT sales and service often involve multiple internal teams (sales, technical, support) and external client contacts. Nutshell centralizes all client interactions, documents, and tasks, ensuring everyone is on the same page, reducing miscommunication, and speeding up response times for critical IT issues.
Powerful Reporting & Analytics: Gain clear insights into your sales performance, identify bottlenecks in your IT sales cycle, track service contract profitability, and forecast renewals more accurately with Nutshell’s customizable reporting features.
User-Friendly Interface: Nutshell prioritizes ease of use, which is crucial for ensuring high adoption rates across diverse teams within an IT company, from sales reps to technical account managers and support staff.
4. What are the hidden costs or long-term limitations of choosing a highly specialized IT CRM for a growing IT business?
While an IT-specific CRM might seem like a perfect fit initially, it can introduce several hidden costs and long-term limitations that impact a growing IT business:
Vendor Lock-in and Limited Flexibility: You might become heavily dependent on a single vendor, making it difficult and costly to switch if your needs change, the vendor’s product development stagnates, or you decide to diversify your IT services. Their rigid structure can also hinder adaptation to new business models or market shifts.
Higher Total Cost of Ownership (TCO): Niche CRMs typically have higher licensing fees, implementation costs, and ongoing maintenance expenses due to their specialized nature and smaller market. Customizations within these systems can also be significantly more expensive.
Fewer Integrations: Specialized IT CRMs often have a more limited ecosystem of integrations compared to general CRMs. This can lead to data silos, manual data entry, and a fragmented view of your client if it doesn’t connect well with your other essential business tools (e.g., marketing automation, accounting, general project management).
Steeper Learning Curve & User Adoption Challenges: While tailored, some specialized IT CRMs can be overly complex, leading to lower user adoption rates if the interface isn’t intuitive or if extensive, specialized training is required for your team.
Scalability Issues: As your IT business grows, diversifies its service offerings, or enters new markets, a highly specialized CRM might struggle to scale or adapt to new business models without significant, costly re-customization or even a complete system migration.
5. Beyond IT-specific features, what critical factors should IT companies prioritize when selecting any CRM solution?
Choosing the right CRM for an IT company goes beyond just checking off a list of features. Long-term success hinges on several critical factors:
Ease of Use & User Adoption: For tech-savvy teams, an intuitive interface and a system that minimizes administrative burden are paramount. A CRM is only valuable if your sales, support, and technical teams actually use it consistently.
Scalability & Adaptability: Your IT business is dynamic. Select a CRM that can grow with you, easily adapting to new service offerings, client types, or changes in your sales and service delivery processes without requiring a complete system overhaul. Look for robust customization options and flexible workflows.
Integration Ecosystem: Assess how well the CRM integrates with your existing and future IT management tools, project management software, communication platforms, and accounting systems. Seamless data flow is crucial for efficiency and a holistic view of your client relationships.
Data Security & Reliability: For IT companies handling sensitive client data, intellectual property, or managing critical infrastructure, robust data security measures, compliance certifications (e.g., ISO 27001, SOC 2), and a reliable infrastructure are non-negotiable.
Vendor Support & Training: Evaluate the quality of customer support, available training resources, and the vendor’s commitment to ongoing product development. Reliable support is essential for smooth implementation and continuous optimization, especially in a fast-paced IT environment.
Total Cost of Ownership (TCO): Look beyond the initial subscription price. Factor in implementation costs, training expenses, potential customization fees, and the cost of integrations to understand the true investment over time.
Get everything your IT company needs with Nutshell
Nutshell is a trusted CRM tool that is flexible and easy to use and offers a full range of features to help you grow your business. Nutshell gives you access to essential features like:
