SoftSync is a Norwegian-founded CRM vendor developing the sales workspace for teams who have outgrown a spreadsheet but still find a traditional CRM too heavy to keep current. Rather than another rebuilt CRM with an AI chat window bolted on, SoftSync has been designed from the ground up so that an AI agent, not just a human user, can create records, move deals, send emails, and run campaigns inside it. That agent-first positioning, combined with a lightweight core product, is

Fin is the AI customer service platform formerly known as Intercom, and following the acquisition, it now belongs to Salesforce. The two companies confirmed on 10 September 2026 that Salesforce has completed its acquisition of Fin, a deal worth approximately 3.6 billion US dollars that was first announced back in June 2026. For enterprise IT and customer service buyers, this is the kind of news that reshapes a shortlist overnight. Fin was already one of the most widely deploy

Viewpoint Analysis is a Technology Matchmaker, we sit between CRM vendors and enterprise buyers, researching the CRM market and helping the wider IT buyer community understand their CRM software options. A key part of what we do is help buyers not only understand a busy technology marketplace, but also navigate the selection process. As a CRM Software Selection Consultant, we provide a range of services all designed to take the weight off the purchasing team and get the right

Customer service is one of the areas where AI has moved fastest from promise to practice. Rising customer expectations, real pressure on contact center costs, and AI tools that can now handle a genuine proportion of customer queries without any human involvement have combined to create both an urgent opportunity and a crowded, sometimes confusing market for customer service and operations leaders trying to work out what to buy. In 2026, the market has moved well past basic ch

Sales compensation is one of the most operationally complex and commercially sensitive processes in any revenue-generating organisation. Getting it wrong - through calculation errors, delayed payouts, or commission plans that incentivise the wrong behaviour - costs money, damages trust, and drives attrition among the salespeople you most want to retain. In 2026, sales operations teams are under pressure to move faster, model plan changes more accurately, and give sales reps r

Customer service and support has become a front-line commercial function. Organisations that get it right retain customers and build loyalty; those that get it wrong lose them quickly and publicly. In 2026, the challenge is managing rising contact volumes, higher customer expectations, and a shift toward AI-assisted and self-service resolution - all while keeping service teams productive and quality high. This guide covers the leading customer service and support software pla

Winning new business in 2026 demands more than a well-managed pipeline. Sales teams are under pressure to move faster, personalise at scale, and demonstrate revenue impact across every stage of the buying cycle. The Sales CRM market has responded with platforms that go well beyond contact management - bringing AI-driven forecasting, deal intelligence, and revenue analytics into a single environment. This guide covers the leading Sales CRM platforms available to enterprise and

Customer service teams are caught between two competing pressures: customers who expect faster, more personalised resolutions across more channels, and organisations that cannot continue adding headcount every time service volumes grow. AI customer service agents have emerged as the most direct response to that tension - software that can handle enquiries, resolve issues, and guide customers to outcomes without a human agent needing to be involved at every step. The market ha

For most B2B sales organisations, the SDR function is simultaneously one of the most important and most expensive parts of the revenue machine - responsible for generating the qualified pipeline that feeds everything downstream, but also carrying high attrition, long ramp times, and significant per-head cost. AI sales agents have arrived as a direct challenge to that model. Unlike AI tools that assist human reps, these platforms act autonomously: they research prospects, writ

UK businesses evaluating CRM software in 2026 face a market that has shifted decisively towards AI. The three dominant platforms - Salesforce, Microsoft Dynamics 365, and HubSpot - have all launched autonomous AI agent capabilities in the past twelve months, compressing the gap between CRM as a record-keeping system and CRM as an active participant in the sales and service process. For UK buyers, this raises a practical question: how much of that AI capability will your team

Net revenue retention has become the defining metric of B2B software businesses in 2026. In a market where new logo growth is harder and more expensive than it was three years ago, the commercial case for investing in customer success has never been clearer - and the technology that enables it has matured significantly. Customer success platforms have moved from glorified CRM overlays tracking health scores in spreadsheets to genuinely sophisticated systems that aggregate pro

Enterprise sales has changed more in the last three years than in the previous decade. Buyers are better informed, sales cycles are longer and more multi-threaded, and the gap between top-performing and average sellers has widened to the point where it is one of the most commercially important variables a revenue leader can influence. Sales enablement software - the category of tools that equips sellers with the content, coaching, conversation intelligence, and engagement aut

Sales teams have always had more data than they know what to do with - call recordings no one listens to, CRM records that are out of date, pipeline figures that sales managers quietly adjust before presenting to the board. What is changing in 2026 is that AI is finally turning that data into something actionable at scale: accurate deal scoring, automatic call analysis, AI-generated follow-up content, real-time coaching during live conversations, and intent signals that ident