Things Tyler Says on Podcasts

point. So, we already have this. So, one of the God, I have so many things I didn't even have time to say. Michael, the head of customer service, built this thing we're calling Scribe during Cupholder Week. We previously paid for a tool that would draft emails in front for us, and then a CRM coach would review it and hit send. The tool was resolved 24-7. I have good things to say about it. I liked it, but the reality is we do customer service in such a unique way. No off-the-shelf tool is built for us. Michael, a non-programmer in one week, vibe coded something that works quite a bit better. I'm not saying it would be a better product to sell to someone else, but for the way we work, how personalized, how tailored it is, it's the CRM coaches. Like, this is much, much better.

Well, it also strongly implies if it's kind of weird to be like, I signed up for a CRM trial and I canceled because I don't need a CRM. Like, how many people didn't sign up for the trial in the first place? Yeah. And that's another thing. Our free trial pipeline is down. Our churn is up. Like everything kind of points to not that we're doing anything wrong because a different thing I did in this presentation is I went through our execution since 2020. What did we ship this year? What did we ship this year? And on and on. The last two years have been unreal. And not just because of AI, like even before Claude Code came out, we were our product has gotten so much better. We've been executing. We've been doing our job. And it just doesn't matter. Like the demand for CRM, I think, is definitely declining, is what I'm seeing. Still a major question of like, I could tell a number of stories for why we're going to be fine. Like just because the demand's declining doesn't mean like the fact that we're the cheaper option, the fact that we could do this or that, but like we, the market is…

point? Yeah, I think probably. If I'm being honest, I think the biggest hurdle to that is cultural, not technical. But at the same time, I'm there's for a business like Lesson Wing CRM. I do think stability maybe matters more than like shipping velocity, arguably. This is another theme kind of connected to something else. Stability of the code base. Yeah. And these companies that are like vibing real hard, they are putting out a lot of shit. And if what you want is the max features, like I want to be on the cutting edge. I just want all the functionality and I can handle some rough edges, then that's fine. But I don't think that's the business we're in at Lesson Wing CRM. But yes, I think that I don't think the full thing can fully get replaced. Sorry. If the CRM tests a fix and we could probably have an LLM that's like, here's how you decide if it needs a human review or not. And it's like, if it's a simple front end change or whatever, like we could probably codify, here are the things that could be done automatically. But it's already like, I don't think it's like a huge game changer because the reality is before the dev was just telling their agent to do it. It's not like the dev was doing it by hand. It's…

Okay, here, let me clear out all these topics from our notion board so I don't get distracted here. I'm just knocking them out. Okay, so I gave, as you know, every six months, I and the other, like the leadership team at the company gives a six-month presentation to internally at Less Knowing Serum to the employees. Sometimes this feels like a real drag on my time. It normally takes like a week of full-time work to prepare for this. And oftentimes I'm like, I don't know if it's worth the week, but sometimes it's really valuable because like a lot of times I don't know what to say. I'm like, you know, we've got a plan. We're only halfway through the plan. So it's like, what am I going to go up there and say, let's keep doing it? Like, that's not a very rousing speech to give. So I always like have to think about what I'm going to say. And in doing so this time, I often have to go into the, I just, it's a forcing function to make you like, I'm going to go run through our numbers real quick and make sure all the…