CRM pricing models are evolving due to the impact of AI, transitioning from a traditional “system of record” to a more dynamic “system of action.” Martin Schneider, VP at Constellation Research, highlights that fixed per-seat pricing is becoming less relevant as AI agents enhance customer service. Businesses can now evaluate CRM value based on outcomes generated by these digital workers, suggesting a move towards usage-based pricing models linked to performance. Leading vendors like Salesforce and HubSpot are exploring flexible credit systems and consumption-based pricing to adapt to this shift. While the per-seat model still prevails for predictability, the demand for AI-driven solutions is pushing the market toward innovative pricing strategies. Schneider emphasizes that understanding the value of AI in terms of cost savings and improved outcomes will be crucial for businesses as they navigate this transformation in CRM pricing.
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