Agents of Scale · Thursday, July 9, 2026
Gong CEO Amit Bendov believes that traditional CRMs are not the true source of information about customer interactions, stating that the actual conversations contain the real truth. He argues that CRMs rely on manual data entry, which is often incomplete or inaccurate, and that tools like Gong can retrieve this information more effectively.
“Well, I didn't say it's a lie, that's a bit harsh. I said they're not the source of truth for like what's happening with customers.”
“But, uh, during an interesting question and I was asking like, well, why are we losing like so many deals? Like, you know, every company's conversion like one out of five deals or one out of 10, whatever it is, right? What happens to the other five? And, uh, why are like usually like half the sales people don't make their numbers or they like is it them? Is it us or training? And, uh, the answer is we're not, it's the CRM.”
“So I said like people think it's a source of truth. So it's, uh, I think more accurately to source of a truth, but CRM depends on people telling it what happened. And they don't do it, right? Because there's just not enough time and they don't always want to do it and everybody hates doing it.”