ServiceNow Deployed an AI Army, So Salesforce Invaded ITSM

This week on Funnel Frontier: ServiceNow just dropped thousands of AI agents. Salesforce’s move? Invade its turf.

This week:

• ServiceNow Deployed an AI Army, so Salesforce Invaded ITSM
• AI Project Management at $16/User?! Zoho Just Crashed the Enterprise PM Party.

Stat of the Week

As of 2024, Salesforce CRM holds a significant 21.7% of the market share. This is more than the combined market shares of its competitors – Microsoft with 5.9%, Oracle with 4.4%, SAP with 3.5%, and Adobe with 3.4%. (Cyntexa)

ServiceNow Deployed an AI Army, so Salesforce Invaded ITSM

Marc Benioff just picked a new fight. Apparently, dunking on Microsoft wasn’t enough—now Salesforce is stepping straight into ServiceNow’s turf.

On one side, ServiceNow just unleashed an army of AI agents with its new Yokohama platform, calling itself the AI control tower for enterprises. 

On the other, Benioff just casually announced that Salesforce is launching an ITSM product—AKA, marching right into ServiceNow’s backyard.

Coincidence? Not a chance.

For years, Salesforce owned CRM while ServiceNow ruled IT service management (ITSM)—but those clean category lines? Gone. Blurred. Vaporized.

ServiceNow has been creeping into CRM for months, trying to take a slice of Salesforce’s $30B empire. And now, Salesforce is firing back with a full-blown ITSM invasion. 

So, who has the upper hand?

ServiceNow’s Play: Unleash the AI Army

ServiceNow just dropped its Yokohama platform, and it’s big. Like, thousands of AI agents big. 

These agents can automate entire workflows across IT, HR, and CRM:

• Security Ops AI Agents: Handle incident response so teams can focus on real threats.

• Change Management AI Agents: Plan and execute system updates with zero drama.

• Network Test & Repair AI Agents: Fix things before they break.

But here’s the kicker: ServiceNow doesn’t just want to sell AI agents—it wants to be the AI agent orchestrator for the enterprise. That means every agent, every workflow, all managed from one place.

And, just to flex, they dropped a $2.8B check on Moveworks, an AI automation platform that could boost their CRM ambitions.

Salesforce’s Play: If You Can’t Beat Them, Invade Their Turf

Salesforce, meanwhile, has been watching ServiceNow creep into CRM and said: “Fine, two can play that game.” 

Enter: Salesforce ITSM.

Benioff teased it twice—first in an earnings call, then again on a Motley Fool podcast—saying Salesforce is “building new apps, like ITSM.”

Translation? ServiceNow wants CRM? Cool. We’ll take ITSM.

This is a power move. Salesforce dominates CRM, but ServiceNow’s strength in IT makes it a real threat in AI-powered enterprise automation.

Also, because Benioff loves a good jab, he took a swing at Microsoft. AGAIN.

In the same podcast, Benioff first expressed his astonishment at the advancement of AI over the last two years.

However, Benioff added: “I think a lot of our customers’ have been very disappointed with a lot of the solutions that have been given to them or even shoved at them. Even Microsoft has really disappointed so many of our customers.

So… Who’s in the Lead?

Right now, ServiceNow is making the bolder play. It’s moving fast, stacking AI agents into every enterprise workflow, and making aggressive bets on CRM. 

Meanwhile, Salesforce isn’t just playing defense. Benioff’s ITSM push suggests he’s willing to go on the attack to keep ServiceNow in check.

However, it seems that both companies are gunning for something much bigger—AI-powered platforms that could make traditional CRM and ITSM obsolete. 

If AI agents truly orchestrate everything—sales, customer support, IT, HR—do we even need separate software categories anymore?

The Week @ CRM.org

Running a Shopify Store Without a CRM? That’s Risky Business. Abandoned carts, lost leads, forgotten follow-ups? A Shopify CRM integration stops your revenue from leaking and turns browsers into buyers. 

iPad & iPhone Users Swipe Right on These CRMs. Managing leads from your desk is so 2010. If your CRM still requires a desktop login, it’s time for an upgrade.

Weekly Bloom

5 Ways to Create a High-Performance Team. Investors today value a quality team over the founding idea. So ditch the ego and focus on building a dynamic, inclusive group.

AI Project Management at $16/User?! Zoho Just Crashed the Enterprise PM Party.

It’s an all-out war in the business software world. AI agents are everywhere. 

And now, Zoho is making its biggest power move yet, aiming for the enterprise market with Projects Plus—a new AI-powered project management platform built for mid-sized and large businesses.

For years, Zoho’s been the underdog in business software, growing quietly while competitors threw around billion-dollar acquisitions. But now? Zoho isn’t playing small anymore.

Meet Project Plus.

What’s Inside Projects Plus?

Umm… so, Zoho didn’t launch your typical project management tool. They just launched an operational command center for running projects across an entire business:

• AI that predicts problems before they happen. Zoho’s AI tracks project progress, spots bottlenecks before they cause delays, and forecasts risks so you can fix them before they happen.

• Seamless team collaboration across IT, HR, and operations. Everyone’s on the same page, minus the email chains.

• Data-driven execution. Every task, timeline, and deliverable feeds into Zoho’s analytics engine. You’ll always know what’s working, what’s not, and what’s about to go sideways.

• Adapts to your workflow. Agile? Waterfall? Hybrid? Projects Plus adapts to your workflow.

And the the best part? All of this costs $16 per user per month, which is way less than what traditional enterprise project management tools charge.

Zoho is Going Upmarket—Fast.

The launch of Projects Plus is just another step in Zoho’s rapid expansion into the enterprise space.

Martin Schneider, VP & Principal Analyst at Constellation Research, recently noted Zoho’s momentum:

“They’re already talking about multi-million seat deployments globally. What you’re really seeing is them breaking down the total cost of ownership (TCO) in a way that really drives value to the end users in interesting ways.”

So, is this the moment Zoho cements itself as a major enterprise player? Stick around as it seems we’re about to find out how far upmarket can Zoho go.

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

The most underrated business growth strategy for SMBs

Owning your local market. That’s one of the most underrated small business growth strategies. While many businesses obsess over paid ads, social media trends, and chasing national exposure, the smartest ones are locking down their local presence.

The best part? It doesn’t take a huge budget, just the right playbook. 

1. Look for hidden revenue in your existing contracts

Why chase new business when there’s untapped value in the customers you already have? Jim Camp Jr. says it best: revisiting your existing contracts can unlock hidden opportunities for growth. Maybe it’s renegotiating pricing, offering expanded services, or structuring long-term deals. Either way, don’t just accept the status quo.

Here’s how to find revenue opportunities hiding in plain sight:

• Audit past contracts – Look for patterns in spending, renewal dates, and service usage. If customers are frequently requesting add-ons, build them into a package.

• Use a CRM to track contract renewals – Instead of waiting for customers to come to you, proactively offer better terms or upsells before renewal time.

• Segment your best clients – Identify high-value customers who have the potential to spend more and offer them exclusive upgrades or discounts for long-term commitments.

• Create tiered service models – If you’re charging the same flat rate for all customers, consider introducing tiered pricing with added perks for higher-paying clients.

2. Go all in on local search

“Ninety percent of people search online for a business near them, and if you put some effort into your local business profiles, you’re going to start showing up in more search results and getting new customers.” — Justin Silverman, CEO of Merchynt.

Big mistake. To actually dominate local search, you need to go all in:

• Max out your Google Business profile – Fill in every single detail—hours, services, posts, Q&A, and industry categories. Incomplete profiles rank lower.

• Get consistent reviews – It’s not just about having a few good ones. Google favors businesses with steady, ongoing reviews. Ask happy customers after every visit, sale, or service.

• Use location-based keywords strategically – Your city + your service should be in your business description, website, and even customer testimonials.

• Optimize for voice search – People are searching differently now, using phrases like “best coffee shop near me open now.” Make sure your website and profile include conversational, long-tail keywords.

• Answer real customer questions in Google Q&A – Customers type their concerns right into Google. If your profile already answers them, you’re ahead of the competition.

3. Make social media hyper-local

Everyone’s on social, but most small businesses use it wrong. Instead of generic content, go all in on your local community:

• Feature real customers and their stories. Shout out your regulars, tag them, and let them spread the word.

• Engage with other local businesses. Like, comment, and share—this is free networking.

• Use location tags and community hashtags. Make sure your posts show up where locals are looking.

4. Customer experience = your secret marketing weapon

Want an unfair advantage over big corporations? Be obsessive about customer experience.

• Offer something exclusive for locals or in-store customers—early access, a VIP club, special discounts.

• Make service ridiculously personal. Use their name. Remember what they like. Treat them like your only customer.

• Deliver convenience like a boss. Free local delivery? Text updates? Easy returns? People remember that.

5. Build a referral network that fuels itself

Your best new customers come from your happiest current ones. So, incentivize referrals like you mean it:

• Reward customers for word-of-mouth. Discounts, gift cards, exclusive perks—make it worth their while.

• Partner with local businesses. Cross-promote, bundle services, swap shoutouts—it’s free exposure.

• Turn employees into ambassadors. Give them referral bonuses or perks for bringing in new business.

The businesses that win in 2025 won’t be the ones dumping cash into endless ad spend. They’ll be the ones maximizing every customer touchpoint, building real community connections, and making every interaction feel personal.

And if you need a CRM built for SMBs to manage contracts, track customer engagement, and keep all these moving parts running smoothly—we’ve got a list of best CRM for small businesses waiting for you.

Stay organized and meet deadlines easily with the right project management tool

Think about your day-to-day: managing deadlines, fielding client requests, updating team members, and juggling priorities—all while trying to stay on top of a million moving parts. Without a solid project management system, things slip through the cracks fast. That’s why finding the right software to help you out isn’t just a nice-to-have; it’s essential.

CRM.org prepared a list of 50+ project management software that tackles common pain points: task overload, scattered communication, and deadline panic. From intuitive dashboards to powerful automation features, you’ll find solutions that cater to a range of needs.

Whether you’re leading a tight-knit team or tackling bigger operations, the right tool can turn chaos into clarity and help you keep every project on track.

If you’re ready to upgrade your project workflow and spend less time untangling tasks, dive into the full guide. 

How can a CRM help you scale your Shopify store?

Running a Shopify store without a CRM? That’s risky business. Abandoned carts, lost leads, forgotten follow-ups? You’re leaving money on the table and don’t even realize it…

Sure, a CRM can store customer details and send follow-up emails, but that’s just CRM 101. The real power lies in data-driven automation, customer intelligence, and sales-focused workflows that make scaling your business effortless.

Let’s break down how to actually use a CRM for your Shopify store—not just plug it in and hope for the best.

1. Identify Your High-Value Customers (And Treat Them Differently)

Not all customers are created equal. Some buy once and disappear. Others come back again and again, driving the bulk of your revenue. Your CRM can help you identify, nurture, and retain these VIPs.

What to do:

• Segment customers by purchase frequency & lifetime value—Who spends the most? Who buys regularly?

• Trigger loyalty incentives—Set up automated discounts or exclusive offers when a customer reaches a spending milestone.

• Create a “high-touch” sales flow—VIPs get personal follow-ups, early product access, or white-glove support.

Pro tip: Use predictive analytics (like HubSpot’s or Salesforce’s AI tools) to spot future VIPs early based on engagement patterns.

2. Automate Cart Recovery—But Make It Personal

Abandoned carts aren’t just lost sales; they’re signals that someone was interested but hesitated. Generic cart recovery emails? They don’t cut it anymore.

What to do:

• Make cart recovery emails dynamic. Don’t just say “you left something behind”—use the CRM to pull in personalized product recommendations based on past browsing.

• Test multi-step sequences. Instead of one email, create a 3-touch sequence:

  • Email 1: Reminder with urgency (“Your cart is expiring soon”)

  • Email 2: Social proof (“Customers who bought this also loved…”)

  • Email 3: Incentive (“Here’s 10% off—only for the next 24 hours”)

• Use SMS for high-intent customers. Your CRM should let you trigger SMS follow-ups if the customer opened the email but didn’t buy.

Pro tip: CRMs like Brevo or HubSpot allow multi-channel recovery sequences—so if a customer ignores the first email, they get a Facebook Messenger nudge instead.

3. Use CRM Data to Upsell the Right Way (Not Spammy Promotions)

Your Shopify CRM knows what your customers like—so why are you sending random product recommendations? Upselling and cross-selling should feel seamless, not forced.

What to do:

• Tag customers based on past purchases—Selling skincare? If a customer buys a moisturizer, your CRM should flag them for a serum upsell next time.

• Automate post-purchase flows—Send “smart” upsell emails 2-3 weeks after a purchase, based on when they might be running out.

• Bundle deals intelligently—If someone buys running shoes, your CRM should suggest running socks & performance insoles, not random sneakers.

Pro tip: Shopify CRMs like Pipedrive and Agile CRM can score customers based on purchase behavior, so you prioritize upselling to the highest spenders.

Most Shopify merchants only scratch the surface of what a CRM can do. They plug it in, send a few emails, and call it a day. But the ones scaling to 7-figures?

They use CRM data strategically—to personalize every touchpoint, automate revenue-driving workflows, and keep customers coming back.

And, if you need help choosing a CRM for your Shopify store, we got you! Check out our best Shopify CRM integrations article for more information.

Galactic Gourmet

CRM blips from around the web

Salesforce to Empower Employee Experience with AgentExchange Agentic AI. Salesforce launches AgentExchange, a marketplace for AI-powered agents designed to automate workflows across HR, legal, and CRM. With 200+ partners businesses can now deploy AI agents to handle contracts, employee onboarding, and more.

Talkdesk Launches After Hours, a New Contact Center Solution. Talkdesk After Hours uses AI to handle customer inquiries when agents are offline, automating tasks like orders and billing. If AI can’t resolve an issue, it captures details for a callback. Evara Health reports a 45% self-service rate, improving efficiency and access.

Zoom & Microsoft Teams Join Forces for Contact Centers. A new Zoom Contact Center–Microsoft Teams integration lets agents seamlessly transfer calls with full customer context, sync presence, and use AI-powered routing for direct back-office connections.

Astronomical Assets

Significant moves in the past 7 days

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