All CRM systems can be devided into two broad categories: Universal and Industry Specific.
Universal CRM systems are design to fit any industry. They offer a lot of customization options, so that you can tailor them to your business process. Some of the popular universal CRMs are SalesForce, Zoho CRM, Copper, Base CRM, and more. Since 85% of CRM functionality is very similar across different industries, majority of CRM systems are universal. If you are building a system, it makes sense to expand to other areas to increase your potential market. The challenge with universal systems is that you need to spend time and resources to customize them to your needs, and in some cases some functionality unique to your industry might be missing. Universal systems usually provide a set of tools to build additional functionality, but that again requires time and resources, and is harder to maintain. Universal systems, are usually cheaper, since they have larger markets, and you are also expected to do some customization. These systems are a great fit for companies that don’t have their sales process fully defined yet, business that need more flexibility and have unique process that are different from standard practices in their industry (industry specific systems might not work for them), and larger organizations that require more control and flexibility and have resources to customize their CRM.
Industry Specific CRM systems focus on particular industry. They are designed to match a unique sales process of their industry. They offer some customization, but it is usually much more limited than the customization offered by universal systems. As a result you will be limited to functionality offered by the system, and will need to rely on CRM provider to add functionality that you might need. Some companies may be flexible in accommodating requests of their clients, but they will prioritize those that are more standard across the industry and this can be used by many clients. Industry specific systems are also usually more expensive than universal systems. If you work in the industry that has very specific sales process, and your company does not deviate much from that process, industry specific CRM might be a better choice, especially if customizing a universal systems would be very expensive. At the same time, if you have developed unique sales and delivery process for your business to gain competitive advantage, industry specific system might bot not for you, as it will limit you in your flexibility and functionality.
Each system type has benefits and drawbacks, you will need to balance both before choosing your CRM.