CRM

“I do not believe that core systems of record like CRM are going to get ripped and replaced with something vibe coded.”

“In CX and support if I'm talking to an agent on someone's website as a potential customer and that agent keeps me forever, I might not need, there may be no need for the CRM or CX system or SFA that undermined it. Used to underlie that interaction because the …”

“Those are buckets to understand how to understand a weighted forecast, right? Like a proposal or something mid funnel might be weighted at 50% of the deal value for the for the pipeline. Something in contracting might be weighted at 80% and something in intro …”

“Consumer teams don't have salespeople. They just, they have to deliver every experience automatically has to be done through software, not through people.”

“The problem is people. The problem is that it's, you got a standardized process and get everyone to use the tool in a very similar way, right? To gain insights. That's what AI is, is, is decoupling. Now you're not necessarily as reliant on people to get to the…”

“This makes no sense for 99.9% of the world, ok? You can't maintain it, you can't build the integrations, it's more complicated. Most of the folks that say that have never used a CRM”

“Now, to the point of, Does that mean CRMs go away? I mean, my answer is no, because if you had you know, if you have a company today where your concierge is a human being, they still write your info on a CRM so that they can track it for later. So, and I think…”

“I actually think CRMs could do quite well. They'll, they'll be slightly different in the sense of, like, CRMs are kind of databases in a way, and, you know, the frustration people have with them sometimes is that the interfaces are not really difficult to use,…”

“If it's a something core enterprise technology, you won't find many startups who have built a solution which are scalable. Right. It could be your CRM. It could be your big finance solution and all. It's very difficult to find because that's why these establis…”

“Hook up natively To your marketing automation platform via the APIs hook up to your CRM, whatever you're using, some of your major tools. Again, you don't have to add those all day one. Eventually, you will need to, though, if you want to reach the same level …”

“The notion that I'm going to vibe code my own CRM and I'm going to vibe code all my own applications. I think that that it's just not a reality, right? Even if you could build it, maintaining it, evolving it, liability”

“AI shrunk those moats, and so you can now do CRM on your own. You can now do some components of ERP on your own. You can now do customer attraction on your own and marketing and that type of functionality. Well, that's a compressing feature, right? So in addit…”

“When most folks hear about Salesforce, they think it's CRM, it's 14% of their revenue, ok?”

“Ultimately what we want to call ourselves is we are an end-to-end enterprise operating system for you know, for any, you know, company that exists today. But because ERP is a more known term than calling an enterprise software, it just made sense that we put i…”

“App is, this is becoming necessary core CRM functionality to record and manage every keystroke, every interaction, everything you type, everything you do, because otherwise you can't automate a CRM. Like, the next generation CRM just does not work if you have …”

“Like everyone talks about like all the nerds on Twitter, which I'm one of them are talking about like building their own CRMs. Maybe, maybe the nerds are doing that, but a roofing company with 20 employees in Tennessee, they ain't gonna be doing it anytime soo…”

“Do you think there'll be a new age CRM built around AI that won't, that'll start from zero Code, and like, and zero, and will be better than salesforce.com, and it won't evolve from all those fields, but it'll evolve in a different way. A hundred percent, and …”

“Not at all. I, I'll tell you in this, I feel like this is more coming out of experience than, because obviously as all of us AI founders, right, we all have this theory going in and, you know, but I would say the beauty with AI and I would say beauty with us w…”

“Imagine if you're a user and you're like, Hey, Claude, go build me a CRM. Claude's like, sure, I'll build you a CRM, but by the way, it'll cost you a million dollars because I have to take care of all the thousands of edge cases. You're like, no, no, no, no, n…”

“Does that mean that a fortune 100 company is going to displace their CRM with some internal thing that got Vibe coded over the weekend? Probably not. And so I think it's also Extrapolating or projecting behavior of very small technical startups onto the world'…”

“Think of an ERP, think of a CRM. They're organizing, but they don't help you really run your business or make decisions in your business.”

“We started as a marketing software company and we pivoted, we had Salesforce kind of came into our market and we pivoted into CRM.”

“I don't know what the timeframe is, but I feel like it'll be a day when I can just ask what I need to do, and I don't know how to go check my email, I don't know how to go check my CRM, I don't know how to check my financial systems, I'll be able to interact w…”

“I don't have a CRM anymore. My CRM is Markdown files on my computer, right?”

“This is why I think a lot of the hype in that, AI killing SAS is way overblown because particularly for a lot of business workflows, like very high guarantees on performance are fundamental to it. You know, if you put a record into your CRM, that stuff better …”

“I felt like in my eyes, this is going to be the largest category in, in software industry. Cause a lot of like existing categories that we're familiar with. And CRM and support systems and task management and project management and stuff like that are going to…”

“Automating CRM work, using AI to do that is really, really, really, really annoying. And it's really hard. Claude is pretty great at it and Sonnet.”

“It won't just be like, oh, it's CRM, but with AI, because Mark Benioff in Salesforce is going to do CRM with AI. Like he's going to figure out a way to do that. He's they're very good at executing like that will happen.”

“There's two customer types that I, the data I've seen that like we've seen like have success with this. One is local businesses that are service businesses. So something that you don't make a purchase of often. So think like roofing, think like you know, anyth…”

“This is not true. CRM doesn't have truth. The only thing that's true out there is like who your customers are, what they bought, how much they're paying you, maybe their phone numbers. Everything else is not true. It's like information that sellers are Botheri…”

“Absolutely. Like, I mean, who wants to fill in forms or flip the web pages? This is like people punching cards in the seventies. There's no doubt in a couple of years at most, and I used to say like in 10 years, right? Now I say like in one to two years, nobod…”

“Oh, I have it in my pitch deck from 2017. I said, like, revenue AI will be bigger than CRM, not because, like, it has, like, a big ego, but just the economics, like.”

“I also think that if you're building CRM, if you're building SaaS, if you're building software, you should go to the US. In fact, one could also argue that if you're building AI, you should go to the US as well.”

“Salesforce, their market share and all things CRM is 25%. And so that's why you end up seeing like, yeah, gross margin profiles only burdened by like, you know, cloud, you know, sort of cost, but their EBITDA margin profile that is like, you know, sort of 40%.”

“For a while in our CRM, we used to distinguish between we're like AI companies and this one's a SaaS company and we've now collapsed that distinction.”

“Audit where you copy and paste between tools, because that friction is a startup idea. If you find yourself, for example copying and pasting emails into a CRM, well, that workflow is a tedious, painful thing that you can build software for and charge money for…”

“The only problem is it's entirely wrong. And, you know, you have like a sales rep that is adding their own like subjective Experience about the account. Like they may want to influence the sales manager to think that the deal is going to close, or they may be …”

“This is why your jaw is going to drop over the next 24 months, because just mediocre engineers cannot, like the engineers at OpenAI are so good. They're just so good. And so, but the average engineer working at a struggling CRM, right, it's just not that, that…”

“And when we're in ChatGPT 24 hours a day, we're not going to like pull up a CRM. We're not going to use the interfaces. Like these interfaces are all Already dying. You can see it, Sam. And then the amount of time you spend in GPT, like then go to like a B to …”

“And a client might have multiple properties, but like service addresses are first class citizen when it comes to home services. And that was something that was missing from a lot of the CRMs back then.”

“In the CRM is, is not a very you know very desired investment category. And there's so many companies which come in CRM space even today. And it is very hard for anybody to believe that any company can scale in CRM space or in generally customer relationship s…”

“I think it'll be anywhere from, you know, six hundred, five million to a billion dollars.”

“Every calendar inbox and CRM will be rebuilt from scratch in the next three years. Not AI enhanced, fully rethought.”

“B to B apps are not winner take all markets. Whether you look at HR or finance, CRM, they all have multiple players.”

“Yeah, we did not intend to build CRM, but what is a CRM? It's a relational database. That's why we give people that break. That's a relational database and they can build CRM themselves.”

“And I think that oftentimes, you know, founders and people who start businesses, they will like invest in a marketing automation system, or they'll invest in a, you know, in, in, in QuickBooks or something for accounting, which is all necessary stuff, but they…”

“CRM has marketing elements in it, but at the end of the day, your CRM should be where you build relationships with your customers because you build knowledge. It should be the repository of all of that knowledge of all of those interactions.”

“So we think, I think that as these applications get mature pretty much all the CRM, they look the same today. So it's not so much about CRM for that business or that business, they are the same. So it's more about the quality of your product now rather than ho…”

“They now sell more CRM than marketing.”

“What I would do is kind of passively collect these investors, even the inbound ones that, you know, say they want to get to know you like, hey, we're not taking meetings right now, but I'd love to I'm going to add you to my CRM. If you're cool with that, I'm g…”

“You know, the CRM today is growing faster than what Monday did back in the days.”

“Eventually I see, definitely see a future We're accompanied by several tools and consolidate on Monday for the core business use cases, whether it's CRM, work management, that service, and the compound value of using several of those tools, the flow of data, a…”

“Yeah, that's exactly how we think about this. We have different business units dedicated for each product. Every product is in different phase. So, you know, CRM is more mature and then dev and then service and obviously work management is kind of the most mat…”

“In the future, what an NFT was last year will, you know, be some big part of a CRM system. And, you know, that's like going to be great. Nobody's going to know the better.”

“I think that the startups that are doing something more disruptive, i.e., you know, pure agents that, you know, go after a particular role or function, like those will probably work better than trying to be like the AI CRM company.”

“A lot of people on X right now are like, oh, I'm going to buy this boring business and add like a great CRM, and they think they're going to add like double revenue off of that, and it's like, no, you actually double growth or revenue, whatever metric your Nor…”

“Everybody in this room will spend easily 50 bucks a user on CRM, but they won't spend 15 dollars a month on cybersecurity.”

“Where would it be without CRM? Where would it be? Right? This would be a niche product at a billion and something growing single digits.”

“CRM is bigger for HubSpot today than marketing automation, if you don't know this. CRM, which didn't exist a decade ago, it is now bigger than the core HubSpot product marketing.”

“You might not realize that Salesforce The support post sales is actually bigger than CRM. It's actually a bigger cloud than CRM.”