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To Microsoft, your email was always your CRM

October 26, 2026

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Systems built around different records create surprises the moment you connect them. HubSpot grew up around the contact record, and got users as an object only in the last year or two. "Meanwhile, Microsoft has always been built around that user record."

Here is how I picture the thinking on that side: you sign in for everything, your email is where your CRM has always been anyway, so "let's make this the source of truth because that's where the business is operating. So let's just add our CRM in there and everything's gonna be fine."

Then you try to connect it to the systems built for customers and "not internal administration of a business. And you run into stuff like this very quickly."

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