Ai Crm And The Future Of Small Business: An Exclusive Interview With Svp Boon Lai

To help navigate the digital landscape for small businesses, we sat down with Boon Lai, SVP of Growth Marketing at Salesforce, to discuss how artificial intelligence (AI) and customer relationship management (CRM) are helping businesses expand and scale.

From the democratization of AI to the importance of trusted data and the role of CRM, Boon provides practical advice for entrepreneurs looking to leverage technology to grow their businesses. Join me, Caylin White, Editorial Lead and all things content here at Salesforce, as I explore the future of small business with Boon and how you can harness the power of AI and CRM. Don’t miss out on his key takeaways and actionable tips at the end. Let’s dig in. 

What we’ll cover: 

• Meet Boon Lai
• The AI revolution for small businesses
• CRM and scalability for growing business 
• Leveraging AI for growth
• Boon’s advice for small business owners

Meet Boon Lai

Boon is a dynamic leader who joined Salesforce as the Senior Vice President of Growth Marketing. In his role, he spearheads Product-Led Growth (PLG) strategy for small businesses, focusing on acquiring new customers and driving product adoption for Starter Suite and Pro Suite and, particularly for the Agentforce platform. Boon oversees a talented team dedicated to product and segment marketing, as well as the Strategy, Operations, and Enablement (SOE) for Salesforce web and search engine optimization (SEO) initiatives. 

Boon’s passion for small and medium-sized businesses (SMBs) runs deep, rooted in his upbringing in Singapore. He grew up in a retail shop where his dad was a small business owner, instilling in him a strong appreciation for the challenges and opportunities that come with running a business. This firsthand experience has fueled his commitment to helping SMBs thrive and succeed, making his role at Salesforce particularly meaningful.

Boon currently resides in sunny California with his family.  When he’s not juggling between work and being dad to twin girls, he geeks out on AI, loves building awesome teams, and believes in the power of marketing to make a difference.  

Caylin White: Today, we’re diving into the exciting world of AI and CRM, and how these technologies are transforming the landscape for small businesses, entrepreneurs, and startups. Boon, thank you so much for joining us today. How did you end up at Salesforce, and what does your role entail?

Boon Lai: Thanks, Caylin. I started my career in consumer marketing, but I was eventually lured to tech and I moved to San Francisco to join a startup as the CMO for Nokia Technologies, where I  led the launch of cutting-edge VR innovations.  

My journey continued as CMO of Cisco Webex, before I was recruited to Google to lead Workspace marketing. It’s with these incredible companies that I truly learned the power and value of smart technology, and given my deep  passion for small businesses, joining Salesforce to help SMBs thrive felt like the perfect fit. 

I joined Salesforce to lead a brand new team, Growth Marketing team to focus on accelerating product-led growth and user adoption. This is particularly relevant for our self serve small and medium-sized businesses (SMBs).

My team includes Salesforce products for small business, segment, growth marketing, Salesforce’s web experience, and search engine optimization (SEO). We’re a mighty team and I’m so proud of the accomplishments thus far.

The AI revolution for small businesses is here

Caylin: Let’s shift gears to the challenges and opportunities that small businesses are facing in this AI-driven digital landscape. What are some of the key challenges, and how can artificial intelligence (AI) help overcome them?

Boon: It’s an incredible time to be in tech, especially with the rapid advancements in AI. Small businesses often have smaller teams and limited resources, yet they face the same competitive pressures as larger companies. AI is leveling the playing field, enabling SMBs to differentiate and stand out in today’s market. 

For example, AI agents can handle tasks like customer outreach and back-office operations, freeing up time for more strategic activities. We’re seeing SMBs embrace AI and reap benefits such as increased productivity, personalized customer experiences, and revenue growth. It’s a game-changer.

CRM and scalability for growing business

Caylin: It sounds like small business owners can achieve so much more than they could just a year ago. Let’s talk about CRM and how it fits into this picture. Salesforce is known for its CRM solutions, but how can these tools help small businesses scale and grow?

Boon: Absolutely. When small businesses start to scale, they need to connect their teams and customers effectively. Slack, which is part of the Salesforce family, serves as a central platform for team productivity and automation. Our all-in-one CRM solutions are specifically designed to help SMBs connect with their customers, integrating marketing, sales, service, and commerce on one platform. Both Slack and Salesforce have AI-powered assistants integrated directly into the workflow.

We’re always working on making our product more in tune with our customers. We want to save them time and also set a strong foundation for growth with unified data and trusted AI. It’s all about that trusted, secure data for business owners. And the key is to have all that data in one place, which is where a CRM system like Salesforce comes in.

Leveraging AI for growth

Caylin: Data is indeed the key to growth. As AI continues to evolve, what advice do you have for someone starting a startup and wanting to get in on the ground floor of AI?

Boon: My first piece of advice is to start experimenting and learning. AI is evolving rapidly, and there are many tools available. Whether it’s connecting your teams more intuitively or leveraging AI for customer interactions, the possibilities are vast. 

Data is crucial for making data-driven decisions, and having a solid CRM system like Salesforce will help you get organized. AI agents, like Agentforce, can answer questions, take actions, and improve productivity. They use large language models to understand context and make autonomous decisions within defined guardrails, ensuring trust and reliability. One thing I am really proud of working at Salesforce, is how seriously we take trusted AI — it’s one of our core values here, and it really is the foundation of all we do. 

Boon’s advice for small business owners

Caylin: That’s great advice. For our final thoughts, what else would you like to share with our audience, both professionally and personally?

Boon: One common concern I’ve heard is the fear of AI. I think we’ve moved past that phase. The reality is that you’re not competing against AI; you’re competing against other marketers and SMBs who are adept at using AI. My key advice is to get started now and learn by experimenting. 

For example, my 8-year-old twins are already engaging with AI tools like Gemini, by having real time conversations to get immediate advice and personalized recommendations. The next generation of workers is growing up with AI as an always-on assistant. As professionals, it’s crucial to understand and start using these tools as soon as possible.

Caylin: Thank you, Boon, for sharing your insights and experiences. We hope this interview helps ease some of the worries around AI and welcomes our small business owners into the Salesforce family. Whether you’re starting out with Starter Suite or moving into enterprise solutions, we’re here to support your growth every step of the way.

Key takeaways

It was insightful to hear from Boon and learn about Salesforce’s innovative efforts to support ‌growing businesses. We hope this interview has provided valuable insights and encouragement for small business owners and entrepreneurs everywhere. 

Key takeaways from the interview:

• AI is leveling the playing field, offering small businesses new opportunities to compete effectively with larger enterprises.
• A unified CRM system is crucial for scaling customer operations and seamless team collaboration.
• To successfully adopt AI, start with experimentation and learning through small-scale projects, fostering confidence along the way.
• Actively explore and integrate AI to unlock transformative growth for your business.  

For more information about Salesforce for small business: start your journey with a free trial of Starter Suite today. Looking for more customization? Explore Pro Suite. Already a Salesforce customer? Activate Foundations today to try out Agentforce.

AI supported the writers and editors who created this article.