Have You Heard of Sprinklr’s “Project Bear Hug”?

This week on Funnel Frontier: It stands for 500 layoffs, zero SMB love, and a whole lotta enterprise bundling. Are we looking at a new SaaS trend?

This week:

• Have you heard of Sprinklr’s “Project Bear Hug?”
• Salesforce’s Agentforce now handles 85% of support—no humans needed
• Your CRM is not a sales tool
• Small business CRM hacks that actually drive growth
• Because, what type of CRM your team uses really matters
  

Stat of the Week

Businesses using generative AI in their CRM are 83% more likely to exceed sales goals. (CRM.org)

Have you heard of Sprinklr’s “Project Bear Hug?”

Sprinklr just made its strategy crystal clear: it wants whales, not minnows.

On the company’s Q4 earnings call, new CEO Rory Reid launched Project Bear Hug, a bold plan to double down on Sprinklr’s top 500 enterprise accounts—and let smaller customers figure it out later.

“Our top 500 accounts are the most important in the world. Adding a couple of mom-and-pop shops… that’s going to be a distraction. We can double back on that in a couple of years,” Reid said.

Yikes.

Reid didn’t mince words. Deals worth $5K or $12K? Not worth the effort. According to him, Sprinklr is an “enterprise software company with gold standard customers.”

Instead of chasing net new logos in the SMB market, Sprinklr’s doubling down on expansion and renewals within the world’s biggest brands—those already paying big bucks for one or two tools in the Sprinklr suite.

The bet? If you’re already in the door with Social or CCaaS, it’s time to get you onto Insights, Marketing, AI, and more—because bundling = bigger ACV and stronger stickiness.

Sprinklr’s Ideal Customer (Hint: It’s Not You, SMBs)

Reid cited a couple of “ideal” relationships that Project Bear Hug is built around:

• An eight-figure renewal with one of the largest tech companies on Earth. The brand is now using conversational AI + Sprinklr to hit a 50% call deflection goal by 2027—and already shaving millions off service costs.

• A top global coffee brand using Sprinklr Social + Insights to monitor international CX, manage brand reputation, and turn social engagement into smarter marketing decisions.

These are the types of logos Sprinklr wants to protect, expand, and hold close. If you’re not playing at that level? You’re not the priority.

Enterprise-First… but at What Cost?

Here’s the dark side of this big pivot: 500 employees are out.

That’s 15% of Sprinklr’s workforce, following previous cuts of 3% (May 2024) and 4% (early 2023). The layoffs were described as a necessary “restructuring” to align costs and free up capital for high-priority areas.

According to Reid and CFO Manish Sarin, the move was “hard but essential.” Still, it’s a sharp turn for a company that grew 22% last year—and just reported 4% revenue growth this quarter.

Sprinklr hit $202.5M in Q4 revenue, beating expectations, but clearly slowing down. Now, Reid’s job is to restart the growth engine by going full enterprise.

What This Means for the Industry

This isn’t just a Sprinklr story—it’s likely a SaaS trend in the making.

Between AI agent arms races, bundling strategies, and a tougher funding climate, more vendors are shifting their focus to enterprise accounts that promise higher LTV and lower churn.

So here’s the real question: Are SaaS companies done with small businesses?

If you’re a startup or mid-sized team using tools like Sprinklr, Zoom, or even HubSpot, this trend should have you watching your roadmap closely. The features, pricing, and support you rely on might soon prioritize the Fortune 500.

Meanwhile, for Sprinklr, Project Bear Hug sends one loud, clear message: Big logos are in. Everyone else? We’ll circle back.

The Week @ CRM.org

Types of CRM & How to Choose. Deciding on a CRM is like picking a spouse: do you want operational reliability, analytical insight, or collaborative charm? Choose wisely… 

Free CRM. Yes, it exists, with caveats. Like free samples at Costco, these apps are no-commitment, but may just ignite those taste buds. 

Weekly Bloom

Short Attention Span + Mindfulness = Success at Work? Our brains have something called “plasticity.” Turns out that’s useful in our contemporary cognitive jumble.

Salesforce’s Agentforce now handles 85% of support—no humans needed

Salesforce didn’t just build an AI agent. It built a machine that eats customer queries for breakfast.

At its Agentforce World Tour, Salesforce revealed that 85% of all customer support queries on the Salesforce website are now resolved entirely by Agentforce—no human needed. That’s over 30,000 conversations a week, managed end-to-end by Agentforce alone.

Agentforce doesn’t parrot canned replies. It learns, evolves, and gets sharper with every ticket it touches. Every conversation trains it and every mistake makes it smarter. It's like Agentforce is in permanent upskill mode. 

And it’s doing all that while pulling context from Salesforce’s vast ecosystem—plus external data lakes—through Data Cloud.

Parker Harris, Salesforce’s Co-Founder & CTO, put it like this:

“Every time there’s an interaction, we know what’s going on, we know if there’s a problem, and if the customer didn’t have the right answer, we can solve it.”

That’s why today, Agentforce is handling more than 30,000 conversations per week and getting smarter with each one.

Internally, Salesforce is using Agentforce to transform their sales operations. The platform is used to coach 25,000 sales reps, giving them real-time feedback without the judgment of a human manager.

As Harris explained:

“The best thing is, they’re not embarrassed to ask questions—because it’s not a human.”

Less pressure. More productivity. That’s how AI earns trust on the front lines.

Customers Like reMarkable Are Buying In

Salesforce isn’t the only one drinking the Agentforce Kool-Aid.

Take reMarkable, the e-paper tablet company. They’ve automated 35% of their customer queries with Agentforce—saving roughly 7,350 human-agent interactions each month.

More examples are surfacing across industries. What’s different is Salesforce actually uses its own AI and shows the receipts.

Benioff’s Not-so-Subtle Shots at the Competition

Marc Benioff, never one to shy away from drama, used the Agentforce 2.0 launch to call out the performative AI adoption he sees elsewhere:

“So many companies have repeated our words, saying they also believe in this and are trying to do it. But when you visit their websites… it seems to me that there aren’t as many companies doing this as there are saying they are.”

“You find a lot of forms. You find a lot of FAQs. But you don’t find a lot of agents.”

Then he named names:

“When you go to Microsoft’s website and look for Co-Pilot, or how they’re automating their support, or how they’ve used this technology over the last two years—you can’t find it. It’s exactly the same as it was two years ago.”

Ouch.

The Bottom Line: This Isn’t Just an AI Flex

Agentforce is the clearest example yet of what real, functioning agentic AI can do. It’s resolving complex issues, coaching teams, and scaling effortlessly across the enterprise.

And if 85% of customer queries are now being handled by AI… that benchmark is about to become the bar everyone else has to meet.

So, who’s actually ready for this AI-powered future? According to Salesforce, it’s already here. And, if you want to know where you stand, just take a good, hard look at your own website.

Stellar Strategies: Tips & Tricks for Sales, Marketing & Service

Your CRM is not a sales tool

CRM stands for Customer Relationship Management, not Closing Revenue Machine—the clue’s in the name! Sure, CRM & sales go together like PB&J, but thinking your CRM is just a fancy sales tracker is a one-way ticket to missed opportunities and frustrated customers. 

Let’s talk about how to use CRM for what it’s truly meant for—building connections that fuel sustainable growth.

1. Build relationships, not just pipelines

Sales drive revenue, but relationships build businesses. A good CRM is like your digital memory bank, storing every interaction, preference, and note about your customers. It’s what turns cold, transactional sales pitches into warm, meaningful conversations.

Pro tip: When your CRM captures personal details (like the customer’s preference for vanilla lattes or their daughter’s soccer championship), it sets you up for more genuine interactions that naturally lead to sales.

2. Consistency is key

For small businesses, especially when one person wears the hats of CEO, sales rep, and customer service lead, consistency can get messy. A CRM keeps everyone on the same page, ensuring no customer ever has to repeat themselves.

Pro tip: Asking a client for the third time how they like their coffee? Cringe-worthy. A well-used CRM makes sure you never do that.

3. Balance selling with relationship-building

Sales-first approaches may get you a quick win, but relationship-building is what creates lifetime value. CRMs give you the tools to manage customer relationships holistically, so you can focus on serving instead of just selling.

Pro tip: Automation tools can streamline sales, but relationships need that human touch. Use CRM as your relationship MVP, and let the sales follow.

4. Play the long game

Here’s a fun fact: not all relationships pay off immediately. Some deals may close months (or even years) after the first interaction. A good CRM makes sure you don’t forget about these long-term plays. It helps you track the journey from first contact to that celebratory “Yes!”

Pro tip: CRMs ensure you’re ready for opportunities when they arise, whether it’s remembering a past conversation or tracking evolving customer needs.

Sales tools close deals, but CRMs build trust—and trust is what keeps customers coming back.

Treat your CRM as a foundation for relationships, not just a sales tracker. You’ll see the results in better customer loyalty, stronger referrals, and yes, higher revenue.

Check out the full guide for more actionable tips on how to make your CRM work harder for you.

Small business CRM hacks that actually drive growth

For many small businesses, a CRM often feels like a digital Rolodex—great for storing contacts and tracking leads but hardly a game-changer. If that’s how you’ve been using yours, you’re leaving growth opportunities on the table.

The truth is, a CRM can do a lot more than organize data. It can help you predict trends, identify high-value opportunities, and even strengthen customer loyalty. Think of it as a tool to help you work smarter, not harder, especially when resources are tight.

Spot Opportunities Before They Knock

A good CRM doesn’t just track what’s happening; it shows you what’s coming. Here’s how to make your CRM a predictive powerhouse:

• Spot trends with data filters: Dive into historical data to find out which industries, customer types, or marketing channels generate the most revenue. Knowing this can help you focus your energy where it counts.

• Score leads smartly: Many CRMs offer lead scoring features that prioritize your best prospects based on their likelihood to convert. Say goodbye to wasted time on cold leads.

• Customize for repeat patterns: If your CRM shows seasonal spikes in demand for specific products or services, use that insight to plan ahead with targeted campaigns.

Keep Customers Coming Back

New customers are great, but loyal customers are better—and cheaper. Did you know retaining a customer costs five times less than acquiring a new one? Here’s how your CRM can help build those long-term relationships:

• Post-purchase nurturing: Set up automated reminders, follow-up emails, or even birthday discounts to keep your customers engaged and feeling valued.

• Customer feedback loops: Track compliments and complaints stored in your CRM to pinpoint areas for improvement and ensure every customer feels heard.

• Loyalty segmentation: Identify your most valuable customers and reward them with exclusive perks or personalized offers. Your CRM data makes this a breeze.

For small businesses, every hour and every dollar counts. By using your CRM to not just track but predict, you’re turning it into a strategic tool for growth. 

Whether it’s spotting trends, scoring leads, or boosting customer loyalty, the insights your CRM provides can help you focus your limited resources where they matter most.

Still not using a CRM? Explore our list of the best CRMs for small businesses to get started.

Because, what type of CRM your team uses really matters

Here’s the deal: not all CRMs are built the same, and choosing the wrong one could leave your sales team swamped or your data going unused.

Operational CRMs take the grunt work off your plate. Picture this: automated follow-ups, seamless deal tracking, and no more “Oops, I forgot” moments. If time is your enemy, this is your fix.

Analytical CRMs go Sherlock Holmes on your data. They don’t just show you numbers—they uncover hidden patterns to help you predict customer behavior and target the right leads at the right time.

Collaborative CRMs? They’re the glue for your teams. Imagine marketing and sales actually working together, sharing insights in real time to close deals faster.

The wrong CRM? It’ll cost you time, money, and perhaps your team a nerve (or ten).

Dive into the full guide and discover what CRM type suits your team the best.

Galactic Gourmet

CRM blips from around the web

RingCentral Supercharges RingCX With Real-Time AI Tools. RingCentral unveiled AI-powered analytics and in-call assist tools for RingCX. The updates promise instant sentiment insights, smarter coaching, and live agent + supervisor support.

Google Buys Wiz for $32B in Largest Acquisition Ever. Google just made its biggest acquisition ever, snapping up cloud security startup Wiz for $32B. The deal could reshape the future of enterprise cybersecurity, AI risk management, and multi-cloud strategy.

ServiceNow Partners with NVIDIA for Agentic AI. ServiceNow is teaming up with NVIDIA to boost its AI agents with better reasoning, smarter automation, and new pre-deployment evaluation tools.

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