Legacy CRM systems slow sales teams down with manual data entry, disconnected tools, and error-prone handoffs from quote to delivery. In this episode of Syncing with ServiceNow, host Fred Reynolds is joined by Kristin McDonald to break down how ServiceNow’s AI-native CRM approach is changing that reality.

Using ServiceNow’s blog “Legacy CRM Steals Time, AI Returns It” as a starting point, the conversation goes far beyond quoting. Fred and Kristin explore how AI transforms the entire quote-to-cash lifecycle—reducing data chaos, improving deal accuracy, and creating tighter alignment between sales, delivery, and service teams.

They dig into real-world challenges like duplicate accounts, inconsistent SKUs, contract translation gaps, and the hidden friction that appears after deals are signed. The discussion highlights how AI can help parse contracts into serviceable data, automate SLAs, improve personalization without breaking standardization, and unlock true lifecycle visibility across CRM, service delivery, and finance.

If you’re responsible for CRM strategy, ServiceNow implementations, or modernizing your quote-to-cash process, this episode offers a practical look at where AI delivers real value—and why CRM built on a unified platform matters more than ever.