Most companies want to see outcomes quickly. They will always go for tried and tested solutions. Why would they risk building something on their own?
There will be a threshold where companies are too small and the software is too expensive to buy, so they will go for something small that they build themselves. At scale, it will get harder and harder to maintain the solution themselves and they'd rather spend time focussing on their core business than to maintaining their in-house software.
we don't need to build from scratch right? What is stopping anthropic from saying Dont use tools like Salesforce anymore - where you have to pay for licence and consultants.
Instead use Claude + MCPs + some database and manage all your workflows
At a bank or a large telco, this is not a chronology; these are layers in the stack.
The billing system still runs on the mainframe. There’s still a service provisioning system bolted onto the ERP. CRM is how the sales and customer support teams interact with those backend systems, and now there’s chatbots (some of which are LLM powered) on top of the CRM handing some routine customer interactions.