It’s not usually you see a longtime firm burn via three CEOs in lower than a yr. However via circumstances past its management, that’s what has occurred at Slack, the corporate Salesforce acquired in 2020 for $28 billion. In November, Slack launched Denise Dresser as the most recent individual to occupy the nook workplace.
Dresser acknowledges it wasn’t straightforward to step into the function underneath these circumstances, however she is settling in. “You understand, like something, it’s all the time exhausting to step into any new firm and do it in a method that’s sleek, however I believe the group gave me loads of teaching, and we actually noticed the imaginative and prescient collectively,” Dresser advised TechCrunch.
She grew up within the suburbs exterior of Boston, was educated on the College of Massachusetts at Amherst the place she studied accounting and labored at Salesforce for the final dozen years in numerous govt roles.
Her predecessor, Lidiane Jones, was simply 10 months into the job when she introduced she was leaving to be CEO at Bumble, pushed by the attract of operating a stand-alone public firm. Jones herself had changed firm co-founder Stewart Butterfield when he introduced that he was leaving on the finish of 2022.
It’s tough changing a founder-CEO as Jones did. It could possibly be much more difficult to take over simply 10 months later for his successor, however some govt turnover is anticipated within the years following an acquisition, says Arjun Bhatia, a William Blair analyst who follows Salesforce. “You need a secure management group, in fact, and also you need somebody who’s specializing in it, however the CEO turnover we’ve seen just isn’t regarding at this level,” Bhatia advised TechCrunch. “If that turns into extra recurring, actually that view may change, however I believe it’s a pure course after an acquisition like this for a corporation like Slack to search out its place contained in the Salesforce ecosystem.”
Dresser says that she’s merely constructing on what her predecessors did earlier than she received there, whereas bringing her personal character to the job. “I ask numerous questions, and I positively am an accountant at coronary heart,” she mentioned. “So I wish to be organized and I’ll proceed that on, but it surely’s not prefer it’s a giant pull. I believe the muse is already there, and it’s an extremely well-run group.”
How has Slack fared at Large CRM?
If you take a look at the value that Salesforce paid to personal Slack, even giving some leeway for 2020 inventory costs and the over-exuberance of the interval, it nonetheless looks like a attain. The assumption on the time was that Slack could possibly be the communication layer on high of all of the enterprise software program that Salesforce sells. It’s nonetheless the hope, the truth is, however income progress has slowed dramatically at Slack since its acquisition.
We don’t have actual income numbers as a result of Salesforce stopped reporting them final spring, but it surely does share the share of progress from the prior yr. Development has slowed considerably from 46% YoY in Q32023 to only 16% in Q42024. For probably the most half, the development has been down — and it’s as much as Dresser to show that round.
Picture Credit: Salesforce
Slack might change this development by discovering new enterprise alternatives and preserving current prospects comfortable whereas on the identical time not being so carefully tied to Salesforce that it loses prospects who aren’t Salesforce-centric.
Dresser could also be caught between these seemingly conflicting necessities, says Brent Leary, principal analyst at CRM Necessities. He, too, has been monitoring Salesforce since its earliest days. “She’s received to have the ability to work out what the suitable steadiness is between Slack as a standalone model that continues to draw non-Salesforce prospects, whereas enabling Salesforce prospects to make use of Slack all over the place throughout the platform they should collaborate,” Leary mentioned.
However Dresser doesn’t suppose it’s all that difficult. “I don’t know if I believe it’s that powerful. I believe it was the unique imaginative and prescient when the 2 corporations got here collectively,” she mentioned. “I believe there’s an actual recognition that there’s one thing very particular right here that we need to nurture and proceed. And I believe that’s been a fairly constant theme from the very starting.”
The potential of generative AI
One large change she must handle has been the event of generative AI in software program, in Slack and throughout the Salesforce household of merchandise. Dresser says that AI is a pure match for Slack as a result of as a communications platform with plenty of embedded data, it can assist customers harness, perceive and discover data nuggets within the mass of knowledge.
“When you consider it from a higher-level perspective, Slack has a lot of the world’s conversations occurring in unstructured knowledge,” she mentioned. “After which you consider Salesforce having this unimaginable set of buyer knowledge, among the world’s most valued knowledge. The chance to convey structured and unstructured knowledge into Slack and combine these actually creates this highly effective platform for the long run.”
All of that relies upon, in fact, on execution: You’ll be able to’t simply sprinkle AI fairy mud on a product and hope it’s going to work. However Dresser claims that AI helped her stand up to hurry in her new place far more rapidly than would have been doable with out with the ability to entry summaries of lengthy product threads. Summarization is a giant promoting level for generative AI, and utilizing it to avoid wasting time understanding lengthy conversational threads could possibly be a giant use case. However once more, it is determined by the standard of the summaries.
One other large difficulty Dresser faces is how one can compete with Microsoft, which brings Groups to the desk mixed with Workplace 365, Dynamics 365, and AI within the type of Microsoft Copilot rolled out throughout the platform, says J. P. Gownder, an analyst at Forrester Analysis. “It’s logical for Slack to attempt to develop its person base by integrating Salesforce extra carefully, but it surely have to be cautious to not alienate current prospects, who’re tremendously loyal to what’s supplied in the present day. Within the meantime, Microsoft Groups is a behemoth that has an opportunity to seize much more minutes through Copilot,” Gownder advised TechCrunch.
However Bhatia factors out that Microsoft nonetheless works finest contained in the Microsoft ecosystem, and Slack might have a bonus in that regard. “Microsoft doesn’t have that interoperability play as a lot. Their benefit by far is distribution. And two large benefits that Slack has of their market are interoperability and ease of use,” he mentioned.
Another diploma of issue for Dresser is that the remaining Slack co-founder, CTO Cal Henderson, left on the starting of March, changed by none apart from Salesforce co-founder and CTO Parker Harris. Despite the fact that Harris brings a protracted historical past of constructing Salesforce, Slack is dropping an individual who has a deep understanding of Slack’s technical underpinnings.
Dresser actually understands that she faces these challenges forward, that she must win over staff and prospects and discover a technique to preserve Slack rising and important contained in the huge Salesforce ecosystem. However she says her function is de facto about making human connections, and the remaining will work itself out.
“I attempt to simply assist folks perceive that I’m right here as a result of I’m deeply, deeply keen about what we are able to do for the world, for our customers, and our staff as effectively at Slack and the broader Salesforce — and I wouldn’t be right here if I wasn’t.”
