Salesforce acquires Fin, formerly Intercom, for $3.6 billion - Yahoo Finance

Salesforce just spent $3.6 billion to buy Fin — the AI customer support company that used to be part of Intercom.

Here's what that actually means: Salesforce is betting that AI-powered support agents are the future of customer relationships, so they bought one of the better ones rather than build it themselves.

For you, this is worth watching — but not for the reasons the press release suggests. Big acquisitions like this typically mean 12-24 months of product roadmap uncertainty, rebranding confusion, and support teams that don't know which way is up. If you're already frustrated that your CRM bends to Salesforce's priorities instead of yours, adding a freshly acquired AI layer doesn't fix that.

You've already lived through the cycle where a vendor announces something exciting, your team waits for it to ship, and by the time it does, it barely resembles what was promised. Another acquisition doesn't change the underlying problem — that your CRM is built around their business model, not your operations.

The companies that stay ahead of this aren't the ones chasing every new platform announcement. They're the ones who stopped waiting on vendor roadmaps and started owning how their systems actually work.

#CRM #SalesOperations #Salesforce #MidMarket #RevOps

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