I think it's more I was missing concrete examples - describe the sales team that is having a problem, why can't they send emails on certain events themselves, what was preventing this? Why can't the CRM they have help them? Why can't they use some API to join this up?
I also (and this is from memory) did not quite get why your company (a email sending company) was having its own problems sending emails on certain CRM events? I may have misunderstood that part.
But it does raise an interesting question of "business events" - I feel a central ledger of events in every business would make so many things simpler - an eBPF for business