Fast Company/2h ago
Your CRM was built backwards
Your CRM was built backwards. When I led global customer success at HubSpot, the customer base grew from roughly 70,000 to more than 220,000 in just four years. Growth at that scale stress-tests every assumption you make about your customer. At that point, the data required to understand a single customer sat in product logs, billing systems, support queues, and the notes a customer service representative typed based on memory. All that data created a record, but not an understanding. AI agents are closing the gap. The CRM software category will not survive in its.