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Dheeraj Pandey On Leaving Nutanix To Start CRM Startup DevRev

‘By creating this low latency, highly social and a very fun platform with DevRev’s CRM, we think we can create the earth’s most customer-centric companies,’ DevRev CEO Dheeraj Pandey tells CRN.

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What will be DevRev’s market differentiation in the CRM market?

At the heart of this, if you think about what happened to CRM in the last 25 years, the idea of customer relationship management was really about managing a sales force. And it was sales force as opposed to customer relationship management. Now with cloud and with subscription, and even consumption, you’re really looking at consumer-internet lessons seeping into business software. Code drives everything. Code drives sales. Code drives customer success. So the idea of CRM has to change. Dev-centric CRM is very important to us.

So what’s ‘dev-centric CRM?’

Dev-centric is about APIs. It’s about really doing support from inside the application of the developer as opposed to doing separate support. It’s about going inside and sitting in the app as a micro-widget, as an API, in their applications. This is where the world is heading. You want to bring a micro-experience into the existing application of the developer. Many of these things don’t exist as is in today’s world. While we’re learning a lot from the incumbent technology and tools, we are not really talking about displacing them as is. We’re going to replace it with a new world because the business model itself is changing.

So as we go do this differently, we’ll look at CRM tools, we’ll look at ticketing tools, bug tracking tools—we have to really converge them all into this one platform.

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