Customer Experience MetriCast 2025: CRM Market Share & Forecast: 1Q25

Metrigy’s CX MetriCast 2025 market study highlights the growing importance of CRM for managing customer data, with adoption remaining high as organizations continue to recognize its vital role in driving business success. A total of 67.9% of organizations are using CRM now, and another 12.0% plan to begin using CRM by the end of 2025. While a slight drop, of 6.6 points for CX MetriCast 2024, is seen year-over-year, there was an extremely large jump in adoption among small and midsize companies in 2024. This has fallen back slightly in 2025. This report provides details on CRM spending, market size, and forecast and market share, along with segmentation by size and global region. Highlights of the study include the following:

• CRM platforms are widely adopted by companies of all sizes, with greater adoption the larger the company. Usage among companies with fewer than 250 employees is 52.5%, while usage at companies with between 1,000 and 2,500 employees is 78.4%.
• Regionally, CRM platforms are most widely adopted in North America (71.6% of companies have adopted), followed by APAC (67.9%) and Europe (62.1%).
• The global market size for CRM platforms was $80.5 billion in 2024, up 3% year-over-year (YoY). We are forecasting the market to grow at a 4% 2024-29 CAGR, reaching $98.3 billion by 2029.
• Numerous companies offer CRM, which is predominantly delivered as a cloud service today. With more than 30 CRM vendors in the market, Salesforce is the global revenue market share leader with 25.3% of CRM revenue in first-quarter 2025, up 2.8 percentage points from firstquarter 2024. Salesforce is followed by Microsoft, Adobe, and Oracle.
• Among companies that already have adopted CRM, 49.6% have no plans to replace their primary provider. The rest either are replacing, have plans to replace, are evaluating replacing their provider, or are unsure. Company policy for end-of-contract re-evaluations is the biggest reason to evaluate (39.7%), closely followed by cost (37.2%).
• We track the percentage of each provider’s customers that plan to stay with that provider, as well as the percentage of research participants evaluating or planning a switch to a new provider. The top vendors under evaluation are Microsoft (45.1%), Salesforce (33.2%), SAP (25.9%), and Adobe (24.6%).
• For those companies evaluating CRM providers, the most important criteria is reliability, followed by integrations and technical features.