I’m quite skeptical about whether AI is useful in CRM systems. All players in the industry certainly try to emphasize this in their marketing, but the results remain rather meager. In my view, it’s about what problem is being addressed and with what data? For example, in prospecting tools, I think these AI applications have been practically useless so far. Often, they even do more harm than good when companies try to fix things with AI that aren’t broken.
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