CRMKonvo — Freshworks on Platform, CRM and useful AI

Thomas Wieberneit
1 min readNov 20, 2020

Freshworks has is now officially a fresh (sorry, I really couldn’t resist this pun) member of the club of platform players. The company introduced its own flavour of CRM and a platform that they build upon. What is next? Lot’s of ground to cover. A CRKKonvo with Prakash Ramamurthy, Chief Product Officer, Peter Stadlinger, Head of Products CRM and David Krauss, Senior Director Product Marketing at Freshworks.

ogether with Marshall Lager, Ralf Korb and Thomas Wieberneit they discuss market perspectives, what the value for customers is and how the innovations that the team has recently introduced fit in there.

Prakash, Peter, and David bring a wealth of knowledge to the conversation, including a pretty interesting dive into how to train an AI based upon the idea that the human who is in front of the machine is still one of the most important trainers, due to tacit knowledge and wisdom that cannot be codified. Which also explains the trifecta of priorities that Freshworks follows with its CRM:

  • UI/UX first
  • AI that actually works
  • native customer 360

It is also about value, where we do a short deviation towards pricing and, of course, platform.

Enjoy a fascinating discussion with empathic points made.



Thomas Wieberneit

Helping businesses to improve in Digital Transformation, Customer Engagement, Customer Experience, CRM, Innovation