When custom software is worth it (and when it isn't)
Buy off-the-shelf when your process is standard: accounting, payroll, generic CRM. Build custom when your process is the advantage, when your team runs a workflow competitors can't copy, and the off-the-shelf tools force you to work their way instead of yours. That's where the spreadsheet-and-email workarounds start, and those workarounds are usually the business case: hours lost weekly, errors from re-keying, decisions made on stale data.
The test we use with clients: if software that fit your process perfectly would save two people half their week, custom pays for itself inside two years, and you own the asset instead of renting a subscription forever.
