Anish Acharya

You talked about sort of customer support.

That's interesting.

But the more interesting thing is why is support an isolated function?

Let's go through it.

You typically have had sales, support, operations, and collections.

Who is the person that's really good at customer support, empathetic, they're a listener, they really understand the product well?

Who is really good at sales?

They're more of a yapper, they're a talker, they're high energy, they're very charismatic, they're good at the upsell, they're always in a good mood.

You've got these two different human archetypes for these two different roles.

We've typically organized the enterprise around these two archetypes, right?

But now the models can be either of those people at any time.

So the most sophisticated companies are starting to take support, sales, collections, operations, bundle them all together with one broad goal like CAC improvement.

And I think that is going to be the 10x on productivity more than saying, hey, we're just going to take cost out of customer support.

Sure.

Well, the question is how do you define market, okay?

That is an important point, right?

So I would argue that in many cases, what you're calling a market is actually an industry.

Let's look at legal.

Many great companies have been funded, and there's still room for another dozen.

And I think the reason for that is legal is a $500 million, it's sort of infrastructure for capitalism.