CRM is shifting from a static repository to the core system that supplies the real‑time customer context required for dependable AI‑driven work. In this episode, Sharif Karmally, VP of SMB Product Marketing at Salesforce, explores with host Daniel Faggella how unified CRM data supports automated lead handling, accurate record updates, and predictive sales and service actions. Leaders will hear practical guidance on system integration, governance for human‑agent workflows, and building a data foundation that scales. This episode is sponsored by Salesforce. Learn how leading organizations approach AI investment more like a venture portfolio, download our free PDF report, &quot;Beginning with AI,&quot; at emerj.com/aik1

Agentic CRM for SMB Automation - with Sharif Karmally of Salesforce

The AI in Business Podcast

[SPEAKER_00] Welcome everyone to the The AI in Business Podcast. Today's guest is Sharif Karmally, VP SMB Product Marketing at Salesforce. Salesforce is a global cloud computing company specializing in customer relationship management software. Sharif joins Daniel Faggella, Emerge CEO and Head of Research on today's episode to explain how CRM has become the central operational map of the business, providing the customer stages and context needed for dependable AI-driven work. He outlines how SMB teams are automating lead handling,

[SPEAKER_00] keeping customer context accurate and enabling agents to update records directly, reducing human error and administrative drag while unlocking predictive sales and service insights without heavy IT investment. Today's episode is sponsored by Salesforce. In this episode we cover AI in customer relationship management. To go deeper on AI topics and learn how leading organizations approach AI investment more like a venture portfolio,

[SPEAKER_00] download our free PDF report, beginning with AI at emerj.com slash AIK1. That's E-M-E-R-J dot com slash A-I-K and the number one. Now the conversation with Sharif.

[SPEAKER_01] So Sharif, welcome to the show. Thanks for having me, Dan. Absolutely. We're going to be flying into the world of SMB. You know, it was so many years where AI in a business context was really locked in enterprise land, and now it's totally not. And some of this is going to, we're going to start the conversation around the CRM in general. So SMBs have an idea of what CRM means that may be what CRM meant half a decade ago, or maybe even for some of them a full decade ago.

Agentic CRM for SMB Automation - with Sharif Karmally of Salesforce

Read the full transcript

The candid version is on a podcast,
not the earnings call.

Agentic CRM for SMB Automation - with Sharif Karmally of Salesforce

Read the full transcript

The candid version is on a podcast, not the earnings call.

The candid version is on a podcast,
not the earnings call.