SaaS is dying. Long live chat.
I haven’t logged into our CRM dashboard in months. Instead, I ask ChatGPT to identify at-risk accounts, pull the support tickets for them, and draft personalized outreach for my review.
This is how SaaS dies. Not with a bang, but with a chat.
HubSpot just made their entire CRM accessible through ChatGPT. Just stop a second and think about what that really means.
A $30B company basically said, “We know you hate logging into our frontend. So we’re making ourselves a backend service.”
They’re right. And every SaaS company that doesn’t see this coming is dead in the water.
ChatGPT is becoming the universal interface for all business software. Your CRM, CLM, analytics – it’s all becoming part of the AI backend.
The entire dashboard economy – all those beautiful charts that adorn middle management decks – is about to crumble. Why would anyone stare at a deck when they can simply ask, “What’s killing our renewal rate?”
Within 2 years, you won’t be choosing software based on UI/UX. You’ll be looking at how its data serves your business logic, and how well it integrates with your chat interface.
The hilarious irony is that we spent a decade making software “user friendly” – but as I’ve been saying all along… the friendliest user interface is no interface at all.
Matt Lhoumeau is the CEO and co-founder of Concord, a leading provider of Agreement Intelligence solutions. Concord empowers growing businesses to make smarter operational decisions by unlocking actionable insights from contracts, and is trusted by over 1,500 companies worldwide.
