This month, Salesforce’s CEO announced another round of layoffs, thousands of employees, many of them in customer-facing roles. For a company that built its empire on being the system of record for customer relationships, the irony is hard to miss: cutting customer support undermines the very value a CRM is supposed to deliver.
Why Support Matters in a CRM
A customer relationship management (CRM) platform isn’t just software, it’s the backbone of how companies interact with their customers, track opportunities, and drive growth. But even the best tool is only as effective as the support behind it.
When a CRM vendor reduces live support staff, customers feel the impact immediately:
- Longer resolution times – Issues linger for days instead of hours.
- Decreased adoption – Sales and marketing teams disengage when the system doesn’t work for them.
- Hidden costs – Internal IT and operations teams are forced to pick up the slack.
- Erosion of trust – If a “customer-first” company doesn’t prioritize customer service, what message does that send?
We’ve seen it firsthand in our client work. Life science companies already face steep commercialization challenges, complex sales cycles, regulatory hurdles, and specialized buyers. Adding unreliable CRM support on top of that creates real risk to growth and valuation.
The HubSpot Difference
Contrast that with HubSpot. HubSpot has made customer support a core part of its value proposition:
- 24/7 access to real people – Not endless ticket queues or chatbots that lead nowhere.
- AI + human hybrid support – Instant AI-powered troubleshooting, backed by knowledgeable support staff.
- Training and onboarding included – Ensuring sales and marketing teams actually use the platform effectively.
The result? Higher adoption, faster ROI, and a culture of customer enablement rather than cost-cutting.
Bottom line: In the CRM market, support is strategy. When Salesforce reduces customer support to protect short-term margins, it erodes long-term trust. HubSpot, on the other hand, doubles down on customer success, backed by real people and AI working together. That’s the kind of CRM partner life science companies (and every company) deserve.
Learn why more organizations are choosing HubSpot over Salesforce: psglifesciences.com/contact