I've been thinking a lot about CRM 2.0 would look like. I'm imagining an API-first customer infrastructure platform that brings data plane (customer objects, events) and control plane (actions, workflows) together by integrating with hundreds of best-in-class SaaS tools.
have the same question! we’re trying to figure out which system of record we should use for our PLG customers... least bad option seems to be salesforce which is killing me
The need for a dev first, API first, bottom-up/PLG CRM is real. Whoever builds this, DM me ☺️
- Data store = CDW (Snowflake etc.)
- Workflow engine as powerful as SFDC but configurable like Zapier or Retool
- UI ala Dooly so that end users love it
- Integrates with PLG stack
Interesting perspective, I see what you mean.
Integrating product metrics into CRM is always a non-trivial, custom thing usually held together with duct tape. Totally see an opportunity to invent the PLG CRM.
SaaS CRM - especially for hybrid self-service and inside sales GTMs, key for going upmarket - is usually just hacking Salesforce.
What if there was an API-first CRM, the building blocks for your user/account management, product-led growth, sales workflows - and more?
Would love to see a product that (1) starts with product event data as the atomic unit and (2) models the "sales-assisted" motion correctly
I think we've spent as much money building away from core SFDC objects (Users vs. Leads/Contacts, as example) than on SFDC itself
Something I consistently see causing pain for PLG companies - There really aren’t established patterns for projecting product usage data into your Salesforce org, and if you VP Sales owns your SFDC deployment, you are probably doing it wrong. (When in doubt, just use Campaigns.)
12/ When bottom up rewires how we interact with customers, build GTM teams, and measure success, we need systems purpose-built to mange this new end-to-end customer journey.
feel like I am taking crazy pills but is there really no decent CRM that also ingests @segment data?
Right now I have to pipe tens of thousands of events by webhook via zapier and filter 99.999% out to find “Signed Up” and then write that as a property to Hubspot….