ITWeb TV: AI has ushered in a new work order, says Salesforce

Salesforce says AI has ushered in a "new work order." What they mean is their AI features are now central to how they pitch CRM value.

Here's what that actually means: more complexity layered onto a platform that already requires a specialist to change a picklist.

The honest read for mid-market ops leaders is this — AI in CRM is real, and it can genuinely help with things like surfacing at-risk accounts or flagging gaps in follow-up. But none of that matters if the underlying system doesn't reflect how your business works in the first place. AI built on top of bad data architecture and rigid workflows just automates your existing mess faster.

You've already been through at least one cycle where a platform promised to solve everything and delivered a six-month distraction instead. The AI pitch doesn't change that math. If your team is still doing manual workarounds to log a deal the way your process actually runs, a smarter chatbot isn't the fix.

The CRM conversation in 2025 shouldn't start with "what AI features does it have" — it should start with "does it actually fit how we sell and serve customers today."

The fanciest AI in the world won't rescue a CRM that fights your team every day.

#CRM #SalesOperations #MidMarket #CustomerExperience #AIinBusiness

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AI continues to impact business operations, most notably in customer relationship management (CRM) and customer experience (CX). According to ...