Shopify Snags Big Salesforce Clients, Salesforce Claps Back Hard

This week on Funnel Frontier: hopify brags about poaching major clients from Salesforce and Salesforce can’t resist snapping back. AI shifts cause layoffs at Freshworks & Avaya; Afiniti’s $580M debt leads to bankruptcy.

This week:

• Shopify brags about poaching Salesforce customers, Salesforce snaps back
• CX Crisis Alert? Freshworks and Avaya Cut Jobs, Afiniti Goes Bankrupt
• 20+ ways big brands keep customers coming back
• Stay organized and meet deadlines easily with the right project management tool
• 6 myths we got wrong about AI (and what’s the truth)

Stat of the Week

Research firm IDC projects worldwide spending on technology to support AI strategies will reach $337 billion in 2025 — and more than double to $749 billion by 2028. (CIO)

Shopify brags about poaching Salesforce customers, Salesforce snaps back

Salesforce is no stranger to throwing jabs at the competition, but now it seems the tables have turned. Shopify just claimed it’s poached “hundreds” of Salesforce’s big-name customers—including Toys R Us and Casper.

Why? Shopify’s more flexible, cost-friendly model is luring in large-scale businesses tired of Salesforce’s “steak dinner” pricing.

Shopify’s COO, Kaz Nejatian, took a direct hit, telling Bloomberg: “The reason most enterprise software is so expensive is because it takes so many steak dinners to put it in your hand.” And it’s not just talk; companies like Esprit and Mattel are singing Shopify’s praises for cutting costs by up to 50%.

Salesforce, of course, wasn’t about to take it lying down. Luke Ball, Senior VP of Product Management, snapped back, claiming, “Anything’s cheaper if you narrow the use case to one thing.” He insists Salesforce is still the heavyweight champ in e-commerce, having supposedly poached “hundreds” of Shopify’s customers right back, including Hasbro and Black Rifle Coffee Co.

But let’s be real: Salesforce picking fights isn’t exactly breaking news. Marc Benioff, Salesforce’s CEO, has taken recent shots at everyone from Microsoft (calling Copilot “Clippy 2.0”) to ServiceNow (likening them to McDonald’s). Now, with Shopify in the ring, it’s clear: Salesforce isn’t just in the business of CRM—it’s here to dominate, and they’re not afraid to scrap with anyone who gets in their way.

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.

CX Crisis Alert? Freshworks and Avaya Cut Jobs, Afiniti Goes Bankrupt

The CX industry has seen some dark days lately, and this week’s lineup brings another round of grim headlines.

First up, Freshworks: after reporting a 22% revenue bump in Q3, the company is laying off 13% of its workforce—660 employees—to “simplify” operations and hone in on AI and customer experience. CEO Dennis Woodside calls it a tough but necessary decision for long-term growth, yet, the timing of these layoffs has sparked skepticism about underlying pressures.

Next, Avaya is on its second round of cuts in just four months, taking a hard pivot to focus on its top 1,500 global clients. This shift signals Avaya’s move to serve high-value clients while shedding smaller accounts that add more complexity than cash flow. It’s a survival move as Avaya, once the industry standard, battles to stay relevant in a rapidly evolving market.

Perhaps the most striking news comes from Afiniti, which filed for Chapter 15 bankruptcy—a specific form of international bankruptcy that allows foreign companies to protect their U.S. assets while restructuring. Afiniti’s bankruptcy filing underscores deeper turbulence in the AI-powered CX sector. 

With $580 million in debt, the AI-powered CX vendor attributes its financial struggles to a shift in client interest toward generative AI (GenAI) tools like ChatGPT, which have rapidly captured the market’s attention—and budgets.

The broader industry implications are clear. In a landscape where AI innovations shift focus fast, even major players can falter. Freshworks, Avaya, and Afiniti each illustrate the urgent need for CX vendors to stay agile in an increasingly AI-driven landscape—or risk becoming the next cautionary tale.

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

20+ ways big brands keep customers coming back

CRM is the secret behind brand loyalty. See how top names keep customers coming back with these strategies.

In today’s ultra-competitive landscape, holding onto customers can feel like an uphill battle, especially with brands vying for attention at every corner. But a CRM can tip the scales in your favor, turning one-time buyers into lifetime customers, and here’s how.

A CRM allows you to collect detailed customer data, such as purchasing habits and personal preferences. Use this data to send tailored offers and recommendations that resonate with each individual. For instance, a CRM can help you track a customer’s favorite products or services, letting you send targeted promotions or “just-for-you” deals that truly feel personalized.

Also, you can use your CRM to set up loyalty programs. Brands like The North Face use tiered loyalty programs, where frequent buyers unlock exclusive perks or earn points for every dollar spent. A CRM can automatically manage these rewards and notify customers when they’re eligible for bonuses or special discounts, making it easier to foster brand loyalty.

For a deep dive into these strategies—and 22 more ways to build lasting customer relationships with CRM—read the full article.

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. 

6 myths we got wrong about AI (and what’s the truth)

AI myths are everywhere—and they often lead us to believe ideas that don’t match reality. Concerned about job-stealing robots? AI, it turns out, is here to support human roles, enhancing tasks rather than replacing people altogether. 

Also, there’s a common misconception that because AI is driven by data and algorithms (and not human emotions or biases), it is immune to errors and always provides truthful information. In truth, AI accuracy depends heavily on the quality of its data and programming, which means errors—and even unintentional “hallucinations”—can occur.

This myth-busting guide uncovers six of the biggest misconceptions surrounding AI, helping to clarify what’s true, what’s exaggerated, and how AI really functions alongside us. 

Get the full breakdown here.

Galactic Gourmet

CRM blips from around the web

Sprinklr names Rory Read as CEO, scraps co-CEO model. With experience from Vonage, Read steps in to drive Sprinklr’s CCaaS growth. His leadership could be key as Sprinklr targets the top spot in customer experience management.

HubSpot’s pricing gamble pays off, gains 10k new customers. HubSpot’s new pricing model—with lower seat costs and flexible options—boosted customer growth by 23% YoY. CEO Yamini Rangan claims it’s a winning move. Should others follow?

The Big Zoho & NVIDIA partnership announcement. Zoho teams up with NVIDIA to enhance its AI models across 100+ products, aiming for smarter, customized solutions. This collaboration brings Zoho into the big league of agentic AI, boosting its midmarket offerings.

Astronomical Assets

Significant Moves in the Last Seven Days 

^{DISCLAIMER: None of this is financial advice. This newsletter is strictly educational and is not investment advice or a solicitation to buy or sell any assets. Please be careful and do your own research.}

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