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by max129
It is very painful to move from Salesforce CRM to another (because Salesforce CRM is often a hub).
But for almost any retail organization, the CRM is the minor use case - they usually deploy Salesforce for customer service.
In this area, customer service, Salesforce has very good replacements (IMO, superior).
So for this market, "Someone else will fill the gap" is more than likely.
What this will really do for retailers is have them answer the following questions:
1) Do we make more margin on semi-auto guns than the cost to swap to a new system?
2) In the case where the answer to (1) above is "neutral" to "slightly negative", do we accept being pushed around by a vendor?
I believe that only in the case of a retailer that has low margins on semi-autos and a high switching cost will they comply with the demand.
Since doing the above analysis is a small part of my analytics for customers (but seldom retailers), I think this is how it will turn out. For retailers where semi-auto margins are small, the cost of compliance is a nit. For anyone making real money, they will switch to a new customer service platform.
Last edited by
max129 on Fri May 31, 2019 2:10 pm, edited 1 time in total.