Hey Packy. Thanks for writing the most informative deep-dive I have read on the critical juncture CRM is at today.
On the point of why Salesforce and the likes would not do the same thing as Rox is majorly because complex software is a big moat + GTM strategy for them. 50% of HubSpot revenue comes from around 6000 implementation partners whose only job is to be a HubSpot dictionary (that is a reductionist view and they do lots of good handholding work) for every company they work with.
We are at a point that this shielded, red-sea, mature, behemoth CRM market has finally opened up for us to go back to the drawing board, thanks to how AI is disrupting it at the system of record level, and in my worldview, thinking of it from an AI-native CRM or Revenue OS PoV is an amazing start but still a missed opportunity for a vision.
We don't need CRMs anymore as the revenue function is not heterogeneous anymore. There is more and more of product doing marketing doing sales doing customer success and so on and vice versa. AI is helping fade the boundaries even faster.
What we need now is the reimagining of the system of record as a Business OS that spins up custom data models, workflows and apps for a business based on their unique business context and processes powered by a unified customer system of record enriched by all functions across the company.
This can't be just solved by integrating with the warehouse but by solving for why businesses had to choose that route in the first place. Building a clean warehouse and maintaining with discipline is not easy and needs its own AI agent & monitor. So, it is better to solve for the reason why the warehouse was needed in the first place and unify all the messy business data into understandable & consumable structures at the sources themselves.
We are building this future at Nex (nex.ai) and are the only AI CRM backed by both Dharmesh (HubSpot founder) and Girish (Freshworks founder). Happy to share more of our vision and worldview outside of the this very long comment 😅
Really interesting article even for a lay person in the AI space. Thank you, time well spent reading.
Hey Packy. Thanks for writing the most informative deep-dive I have read on the critical juncture CRM is at today.
On the point of why Salesforce and the likes would not do the same thing as Rox is majorly because complex software is a big moat + GTM strategy for them. 50% of HubSpot revenue comes from around 6000 implementation partners whose only job is to be a HubSpot dictionary (that is a reductionist view and they do lots of good handholding work) for every company they work with.
We are at a point that this shielded, red-sea, mature, behemoth CRM market has finally opened up for us to go back to the drawing board, thanks to how AI is disrupting it at the system of record level, and in my worldview, thinking of it from an AI-native CRM or Revenue OS PoV is an amazing start but still a missed opportunity for a vision.
We don't need CRMs anymore as the revenue function is not heterogeneous anymore. There is more and more of product doing marketing doing sales doing customer success and so on and vice versa. AI is helping fade the boundaries even faster.
What we need now is the reimagining of the system of record as a Business OS that spins up custom data models, workflows and apps for a business based on their unique business context and processes powered by a unified customer system of record enriched by all functions across the company.
This can't be just solved by integrating with the warehouse but by solving for why businesses had to choose that route in the first place. Building a clean warehouse and maintaining with discipline is not easy and needs its own AI agent & monitor. So, it is better to solve for the reason why the warehouse was needed in the first place and unify all the messy business data into understandable & consumable structures at the sources themselves.
We are building this future at Nex (nex.ai) and are the only AI CRM backed by both Dharmesh (HubSpot founder) and Girish (Freshworks founder). Happy to share more of our vision and worldview outside of the this very long comment 😅