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The dominant CRM business model sets businesses up for failure from day one. Vendors sell powerful software platforms, then leave customers responsible for making them work. The result? Companies must navigate a complex ecosystem of third-party implementation partners, consultants, and integrators—each adding cost, complexity, and risk to an already challenging project.
For small and medium businesses without enterprise-level resources, this fragmented approach represents an unacceptable level of risk. There's a better way: a holistic solution model that bundles technology with the human expertise required to guarantee success.
The People-as-a-Service model fundamentally reframes what you're buying. You're not purchasing a software license and hoping for the best. You're acquiring a complete, vertically integrated solution where technology, human expertise, and ongoing innovation are bundled together as a single offering.
This approach transforms the vendor's role from technology provider to strategic partner directly responsible for delivering measurable business outcomes. For SMBs with limited internal resources, this model represents a significantly de-risked path to CRM adoption.
The foundation is a comprehensive, cloud-based CRM platform including sales force automation, marketing automation, and customer service and support. This is the technological core, but it's only one-third of what you're getting.
This is the game-changing differentiator. Your software subscription includes direct access to the vendor's human experts who become an extension of your team:
You're not just licensing software—you're augmenting your internal team with a full-service CRM success crew.
The holistic model includes a commitment to keeping your system at the cutting edge. This means regular, seamless software updates with new features and capabilities delivered automatically. As AI capabilities evolve, the vendor's People-as-a-Service team monitors AI responses, updates prompts for better contextual relevance, and collaborates with your team to enhance performance—ensuring your intelligence layer remains effective and aligned with business objectives.
Not all CRM platforms are created equal. The feasibility of deep, responsive customization depends on the vendor's architectural history—a crucial but often overlooked point of due diligence.
Salesboom built its platform from the ground up starting in 2003, rather than growing through acquisition of other companies. This distinction has profound implications for what's possible:
Many major CRM vendors grew through acquiring other companies, resulting in:
The architectural difference determines whether your vendor can truly deliver on the "built-to-suit" promise or merely offer surface-level configuration.
The "built-to-suit" promise goes far beyond standard point-and-click customization available to system administrators. It involves the vendor's professional services team actively writing code and building custom features, workflows, and integrations tailored to your exact business processes.
This level of customization is possible because Salesboom's professional services team has intimate knowledge of the platform's architecture. They're not external consultants reverse-engineering someone else's code—they're working with a system their own organization built and maintains. This inside-out understanding enables faster, more reliable, and more cost-effective customization than traditional implementation partners can deliver.
Technology alone never transformed a business. Success requires strategic thinking, change management expertise, technical implementation skills, and ongoing optimization—capabilities most SMBs don't have in-house.
CRM consultants bring years of cross-industry experience to your planning process. They help you identify which processes to automate, which metrics to track, and how to structure data for maximum insight. This strategic guidance prevents costly mistakes and ensures your CRM investment aligns with business objectives from day one.
Professional services teams handle the complex technical work: data cleansing and migration, system configuration, integration development, and testing. They've done hundreds of implementations and know how to avoid common pitfalls. Your internal IT team stays focused on core business systems while experts handle the CRM deployment.
User adoption determines CRM success more than any technical factor. Training specialists develop role-specific training programs, create documentation, and provide hands-on coaching to ensure users understand not just how to use the system, but why it benefits them. This human-centric approach drives adoption rates above 90%.
When strategic planning, technical implementation, and change management are delivered by the same integrated team (rather than fragmented across vendor and third-party partners), the results multiply:
The People-as-a-Service model succeeds because it's designed around fundamental human psychology—what decision-makers actually want, need, and fear when investing in business technology.
Decision-makers want confidence their investment will succeed. They want to feel in control of the process rather than dependent on external consultants who might disappear after go-live. They want recognition for making a smart, low-risk decision.
How we deliver: Bundled expertise eliminates the "vendor-partner roulette" that creates anxiety. Single point of contact, predictable pricing, and long-term relationship provide control. Guaranteed implementation timelines and success metrics provide confidence.
Customers need their limited resources allocated efficiently. They need expert guidance to avoid costly mistakes. They need fast implementation to realize ROI quickly. They need systems that actually get adopted and used.
How we deliver: In-house expertise included in subscription price means no budget battles for consulting services. Faster implementation (8-12 weeks vs. 6-12 months) means faster ROI. Focus on user adoption through training and change management ensures system actually delivers value.
The biggest fear is project failure—wasting budget, time, and political capital on a system that doesn't deliver promised results. They fear being blamed for a bad vendor choice. They fear hidden costs that blow up the budget. They fear being locked into an inflexible system.
How we deliver: Single vendor accountability eliminates finger-pointing. Predictable pricing eliminates budget surprises. Organic architecture enables ongoing customization, preventing vendor lock-in. Success guarantees with measurable KPIs reduce failure risk.
When technology and human expertise are bundled, businesses achieve dramatically better results across every success metric.
Average implementation reduced from 6-12 months to 8-12 weeks. Earlier deployment means faster ROI realization and reduced project risk. Teams start seeing productivity gains within weeks, not months.
Comprehensive training and change management drive adoption rates above 90% vs. industry average of 40-60%. When users understand why the system benefits them personally, resistance evaporates and engagement soars.
40-60% lower total cost of ownership over three years compared to traditional software-plus-consulting model. No hourly rate surprises, no scope creep charges, no vendor-partner coordination overhead.
Single point of accountability eliminates vendor-partner blame games. When the same company provides both technology and expertise, they're motivated to ensure success rather than pointing fingers when problems arise.
Ongoing relationship means system evolves with your business. Regular check-ins, proactive optimization recommendations, and included enhancement services keep your CRM aligned with changing needs.
Vendor maintains complete understanding of your customizations even as your internal team changes. No knowledge loss when employees leave. System documentation and expertise stays with the vendor organization.
AI-powered CRM capabilities represent a quantum leap in automation potential. But AI's effectiveness depends entirely on proper configuration, monitoring, and continuous optimization—tasks that require human expertise.
Many CRM vendors now offer AI features: predictive analytics, intelligent lead scoring, automated data entry, conversational AI assistants, and more. However, these capabilities require significant human expertise to deliver value:
AI models must be trained on your specific data, configured to recognize patterns relevant to your business, and tuned to your unique context. This requires data science expertise most SMBs don't have in-house. Poor initial configuration results in AI that makes incorrect predictions or provides irrelevant recommendations.
AI performance degrades over time as business conditions change. Models need retraining with new data. Prompts need updating as usage patterns evolve. Success metrics need monitoring to ensure AI remains aligned with business objectives. Without continuous human oversight, AI capabilities deliver diminishing value.
AI needs human guidance to understand context and nuance. What makes a "hot lead" in January might differ from December. How to prioritize service tickets changes during product launches or seasonal peaks. Human experts provide the contextual layer that makes AI truly intelligent.
The People-as-a-Service model includes dedicated AI specialists who work with your team throughout the AI journey:
This human layer transforms AI from an underutilized checkbox feature into a genuine productivity multiplier that delivers measurable ROI.
The People-as-a-Service model transforms CRM implementation outcomes across industries and company sizes.
Challenge: 125-person manufacturing company needed to replace aging CRM. Previous vendor implementation took 18 months and still lacked key custom features for their complex quoting process.
Solution: Salesboom's integrated team deployed fully customized CRM with custom quoting module, ERP integration, and mobile field service capabilities in just 60 days.
Results:
Challenge: Healthcare services provider required custom HIPAA-compliant workflows and integration with medical records systems. Previous CRM vendor couldn't deliver required customization.
Solution: Salesboom's professional services team built custom healthcare modules with role-based access controls, audit trails, and bi-directional integration to EMR systems.
Results:
Across these and hundreds of other implementations, several patterns emerge that explain why the People-as-a-Service model delivers superior results:
On the surface, paying for software plus professional services in a single bundle might appear more expensive than paying just for software licenses. However, total cost of ownership analysis reveals a different story.
Total: Frequently 3-5x the annual software license cost in first year, with ongoing maintenance costs of 20-30% annually.
Total: Predictable monthly cost with all services included, typically resulting in 40-60% lower total cost of ownership over three years compared to traditional models.
Beyond direct costs, faster implementation means earlier ROI realization. A solution deployed in 8 weeks instead of 8 months generates value for 6 additional months in year one. Higher user adoption rates mean the system actually delivers the promised benefits rather than sitting underutilized. These factors often make the integrated model dramatically more cost-effective even when direct pricing appears similar.
The People-as-a-Service model fundamentally shifts risk from customer to vendor. When the same company provides both technology and implementation expertise, accountability becomes clear and unambiguous.
Implementation Risk: Vendor cannot blame third-party partners for delays or failures. Their reputation and revenue depend on successful deployments, creating powerful motivation to deliver.
Technical Risk: No finger-pointing between software vendor and implementation partner when technical issues arise. Single team owns the entire stack from infrastructure through customization.
Knowledge Transfer Risk: Vendor maintains institutional knowledge of your specific customization. You're not dependent on individual consultants who might leave—the vendor organization retains complete documentation and understanding.
Upgrade Risk: Vendor tests all customizations against new releases before deployment. They're motivated to ensure your custom code doesn't break with platform updates because they're responsible for fixing it.
Support Risk: Direct access to the same people who built your solution means faster, more accurate support. No explaining your configuration to new support staff unfamiliar with your customizations.
Leading People-as-a-Service vendors often provide specific success metrics and accountability frameworks:
This level of accountability is impossible in traditional models where responsibility is diffused across multiple parties. With the integrated model, success is measurable, guaranteed, and directly tied to vendor compensation.
Stop gambling on complex vendor-partner ecosystems. Get a complete solution with dedicated experts who guarantee your success from day one through long-term optimization.
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