Open Source

Open source in the simplest of terms is code/applications that are made available for general use without cost/proprietary issues involved. While the prime focus of open source has been data with provision of core specialties like web-based services and file sharing, of late vendors have started open source CRM offerings. The popularity of open source CRM applications has been rising with more customers jumping onto the bandwagon.

Normally CRM software comes with a hefty price tag. In most cases open source CRM software comes at no cost and investment is only required for services and support leading to savings on licensing fees. This is true even in comparison with the hosted CRM option since in the latter case monthly fees add up. However the main advantage of open source is that the code is freely available which means enhancement / debugging can be done by tapping onto the skills of developers all over the world.

However as the saying goes every rose has its thorns. Open source CRM comes with two primary drawbacks – lack of support from the vendor and less focus on overall analytical ability. Open source holds tremendous potential if properly understood. Here are a few tips to understand whether you really need open source CRM:

Organizational affinity to open source:
For companies which are comfortable using open source products, the move to open source CRM would be logical. However for companies that are used to being completely reliant on the vendor, the move to open CRM would hold less allure. One primary benefit of open source CRM is with respect to the company’s ability to influence/customize the product as per its specific requirements. For smaller companies, this ability holds great value because they cannot expect solutions very specific to their needs from large scale vendors. Such companies can use open source solutions customized to their own needs and then submit the new version to the vendor to be incorporated in future releases.

Adaptability/Integration:
Traditional CRM solutions can only be adapted to specific business requirements once the software has been purchased from the vendor, it being in the form of after-sales vendor support. However the advantage with open source CRM is that the specific business requirements can be handled in terms of separate modules. These modules can be written with advice from the large and varied open source community.

Staff issues:
Open source solutions require some amount of interest in developing the capabilities of the product. This is why it is important to gauge if the IT staff involved possess the desire and the skill set required to deal with open source.

User community:
It is always a good idea to look at the extent of participation and membership in the online forums dedicated that open source product. The greater the variety of opinions, the greater the number of modifications and capabilities possible for the product. The extent of involvement of the vendor in that community is an idea of their commitment to the development of the product. It is also an indicator of the viability of the product.