How Emoscape and Salesforce Can Humanize CRM

 Quantify everything! The role of a CRM specialist is no longer just about building campaigns. In 2025, we are strategic architects of the customer journey, leveraging AI, data, and hyper-personalization. But as the role evolves, so do the challenges in landing your next great opportunity. The AI Expectation Gap. It's not enough to just know a CRM platform. Employers now expect you to be proficient in leveraging its native AI tools (think Einstein AI, HubSpot AI, Braze AI) for predictive analytics, next-best-action, and automated personalization. The question isn't if you use AI, but how well. The "Full-Stack" CRM Demand. Companies want hybrids. They're looking for pros who can bridge the gap between technical implementation (data modeling, integration via APIs/SDKs), data analysis (SQL, dashboarding), and strategic marketing (lifecycle campaigns, retention strategy). Deep platform knowledge alone isn't enough. The Data Privacy Maze. With the demise of third-party cookies and ever-stricter global regulations (GDPR, CCPA), your expertise in first-party data strategy is crucial. Can you build effective, compliant engagement programs without relying on old tracking methods? This is a key interview differentiator. Platform Proliferation & Specialization. The market is fragmented. Are you a expert in a specific ecosystem like Salesforce (#SalesforceB2CCommerce), Adobe Experience Cloud (#AdobeExperienceCloud), or Braze/Segment? Companies are hiring for deep vertical expertise, not just general CRM knowledge. Showing Impact, Not Just Tasks. Saying you "managed email campaigns" is a red flag for 2025. You must articulate business impact. Talk about how your work directly influenced metrics like Customer Lifetime Value (LTV), retention rate, or reduced churn. 

How AI-Powered CRM is Revolutionizing Sales Productivity in 2025 AI-powered CRM systems are reshaping customer engagement and sales operations. A study by McKinsey and industry insights reveal AI-driven CRM boosts sales productivity by 30% and cuts sales costs by 25%, enabling sales teams to focus on strategic activities by automating routine tasks. Integration with marketing automation and ERP systems delivers a unified customer view, enhancing personalization and driving growth. Despite challenges like data silos and user adoption, firms leveraging AI in CRM report up to 75% improvements in customer satisfaction, demonstrating AI’s critical role in modern CRM transformation. Organizations ignoring AI-driven CRM risk a drop in sales and customer loyalty. Firms embarking on AI-CRM implementation should prioritize change management, seamless integration, and continuous optimization to secure a competitive edge in 2025 and beyond. #CRMTransformation #AISales #SalesProductivity #CustomerExperience #SalesEnablement #AIinBusiness #DigitalTransformationLink https://lnkd.in/gnKnDsmv

Unleash the full potential of your #CRM with #AI and deliver #ROI that executives can’t ignore. 🚀 Our latest blog post, “AI-Powered ROI Playbook for CRM Transformation”, reveals three game-changing strategies to elevate your CRM from a cost center to a strategic growth engine: 🟢 Boost sales velocity by automating admin tasks, call logging, quotes, and order generation. Your reps focus on selling. 🟢Deliver proactive customer service with AI-driven insights, churn prediction, and personalized upsell opportunities—creating loyalty and increasing CLV. 🟢Power precision marketing with autonomous lead scoring, hyper-targeted campaigns, and real-time analytics—maximizing ROI from every marketing dollar. 👉 Ready to turn your CRM into an intelligent, profit-driving powerhouse? Read the full article now: https://lnkd.in/g9aTyrGV #AI #CRM #SalesAcceleration #CustomerLoyalty #MarketingROI #DigitalTransformation #Asar4SAP #SAP #CX #S4HANA #TeamASAR

Zendesk just dropped a bombshell that could reshape the entire CRM industry. They're completely abandoning the sales CRM market. After capturing only 0.40% market share despite investing over $100 million since 2018. The biggest strategic retreat in enterprise software this year. What makes this truly game-changing: 1) They're forcing 2,000 companies to migrate by August 2027, creating the largest CRM customer land-grab opportunity in years 2) This validates what we all suspected: only platforms with massive scale can survive the AI-powered CRM wars 3) Their valuation crashed from $17 billion to $10.2 billion, and now they're admitting they can't compete where it matters most For years I've watched Zendesk try to expand beyond customer service into sales, acquiring Base CRM and promising unified customer experiences. Zendesk has quietly revealed the truth about today's CRM market: Without 7,000+ app integrations, enterprise-grade AI, and billions in R&D budget, you're dead. Everyone talks about CRM democratization, but the market is actually consolidating faster than ever. Platform beats point solution isn't just strategy anymore. The companies that win will be those with both the scale AND the ecosystem depth to deliver AI-powered revenue intelligence at every touchpoint. Zendesk just proved that even $100 million and seven years isn't enough if you don't have both.

The other day, I was casually reading on how CRM solutions have evolved from Siebel systems to Agent Force- and it struck me on how they’ve quietly gone from dusty filing cabinets to AI-powered growth engines. What’s even more fascinating? The way legacy giants like Salesforce, Microsoft, Oracle, and HubSpot didn’t just survive each wave of change- they reshaped themselves with it. From cloud to automation to AI copilots, they proved that even incumbents can reinvent when the ground shifts. And now, with AI-native challengers are entering the scene, the cycle continues. At the core, CRM (Customer Relationship Management) is just a system to manage relationships. Think of it like your phone’s contact list- but on steroids. Instead of only storing numbers, it logs purchases, emails, support calls, and even pings you when it’s time to follow up. 𝐄𝐱𝐚𝐦𝐩𝐥𝐞𝐬:- 1. A retail CRM that nudges a sneaker buyer toward matching sportswear. 2. A healthcare CRM that reminds patients about check-ups before they forget. 𝐓𝐢𝐦𝐞𝐥𝐢𝐧𝐞:- 1990s-2000s → Rolodex Goes Digital (Databases turned into CRMs. Helpful for organizing, and all insights were manual and heavy) 2000–2015 → The Cloud Era (Salesforce, Microsoft Dynamics, Oracle brought CRMs online. HubSpot made them startup-friendly) 2016–2020 → Automation Era (Workflows, marketing automation, integrations. Still human-driven analysis) 2020–2023+ → AI Enters the Chat 1. Salesforce Einstein → AI-powered features to sales, service, and marketing users- predictive lead scoring, AI-written emails. 2. Microsoft Copilot → natural language across CRM/ERP. 3. Oracle CX AI → predictive marketing + churn detection. 4. HubSpot ChatSpot → AI assistant for SMBs. 2023+ → The AI Arms Race with AI-native challengers moving faster: 1. Clari (merger with Salesloft) → ML-powered pipeline forecasting 2. Cresta→ real-time AI coaching on calls 3. People.ai → revenue intelligence from sales interactions 4. SuperAGI → lightweight, agentic AI frameworks beyond recommendations into autonomous action Looking at this timeline, one thing stands out: the incumbents didn’t wait to be disrupted- they leaned in, fast. That’s the signal. When the old guard moves this aggressively, you know the shift isn’t optional- it’s structural. And the data backs it up: $4.1B in 2023 → $48.4B by 2033 (~28% CAGR), with over 80% of businesses on board by 2025. That’s not a trend- it’s the new baseline. The real winners are not just the ones who adopt AI-powered CRMs, but those who weave them into their core strategy- where data, automation, and human creativity amplify each other. Because at its heart, 𝘊𝘙𝘔 𝘩𝘢𝘴 𝘯𝘦𝘷𝘦𝘳 𝘣𝘦𝘦𝘯 𝘢𝘣𝘰𝘶𝘵 𝘴𝘰𝘧𝘵𝘸𝘢𝘳𝘦. 𝘐𝘵’𝘴 𝘢𝘣𝘰𝘶𝘵 𝘱𝘦𝘰𝘱𝘭𝘦- scaling trust, relationships, and growth. AI may bring speed and intelligence, but it’s still humans who bring the empathy, context, and judgment that keep businesses truly relevant. Thoughts?

Companies live and die according to their CRM. It’s one of the stickiest platforms: expensive to set up and hard to move off of. As an investor, I’ve seen over 50+ companies stating they want to unseat Salesforce, but I have never been convinced the time is right… until now. When I worked at Salesforce, we built a movement that declared “the end of software,” to help show customers the future. But today, three new movements that have made a replatforming of the CRM possible. 1. “Your data lives in a warehouse!”  This exodus diminishes Salesforce’s lock-in advantage, allowing startups to tap into valuable customer data without owning the entire CRM infrastructure. It allows startups to build intelligent applications atop these warehouses rather than competing directly on data storage. 2. “Unstructured now! Multi-modal forever!”  Customer data is increasingly becoming unstructured and multi-modal (audio & visual), and it should not be the responsibility of people to give it shape in a database. LLMs can accomplish this faster and far more effectively. This is not work that anyone is going to miss. 3. “The agents are coming!”  We’re entering an era where static, database-centric UIs are giving way to flexible, agentic interactions. The AI-driven CRM isn’t about managing data—it’s about automating workflows, contextualizing information, and automating routine processes. Here’s why it’s time for an agentic CRM:  https://lnkd.in/gihR__Bw

After 20+ years in sales, I can say this is definitely the reset we’ve needed. Most CRMs just manage data, this one drives outcomes. AI native isn’t a feature - it’s the foundation. And that changes everything.

monday.com unveils AI-powered agents, monday campaigns for CRM, and enterprise enhancements at Elevate 2025, driving efficiency for 250,000+ customers - https://lnkd.in/g7Mm2J6C “AI is fundamentally changing the way people adopt, onboard, and enhance work solutions, and with it, expectations for what software should deliver,” said Daniel Lereya, Chief Product & Technology Officer at monday.com. #CRMSolutions #EnterpriseSoftware #ProductivityTools #SaaS #mondaycom #TechIntelPro

🚀 Unlock the Power of CRM Data! In today’s digital-first world, CRM data is more than just a database — it’s the engine of personalized customer experiences and smarter business decisions. 🔥 💡 What is CRM Data? It’s every detail about your customers — from their identity and preferences to interactions, transactions, and behaviors — giving your business a 360° customer view. 🔍 Key Types of CRM Data: ✨ Identity & Descriptive Data – Who your customers are ✨ Behavioral & Interaction Data – How they engage ✨ Transactional Data – What they buy ✨ Qualitative & Predictive Data – What they think and what they might do next ⚡ Why It Matters: ✔ Build stronger relationships 💬 ✔ Drive smarter, data-driven decisions 📊 ✔ Streamline sales & marketing automation 🤖 🏆 Top CRM Platforms to Explore: 🔹 Pipedrive – Intuitive and perfect for sales teams 🔹 Creatio – Customizable with no-code automation 🔹 Zoho CRM – AI-powered insights for every team 🔹 Bigin by Zoho – Budget-friendly for small businesses 💥 Pro Tip: Keep your CRM data clean, secure, and integrated for maximum results. Read more: https://lnkd.in/dNhS3rXr #CRM #CustomerData #BusinessGrowth #DigitalTransformation #DataDriven #MarketingAutomation #SalesEnablement #TechSolutions #BusinessStrategy

Insightful article on CRM consolidation. The key takeaway- Choosing the platform is easy, but integration is what delivers consistency, efficiency, scalability and better customer experiences. #CRM #CRMIntegration #DataIntegration #DigitalTransformation #CustomerExperience #SaaS