March 27, 2026 – Metrigy has published its Customer Experience MetriCast Market Share, 2025 and 4Q2025 market shares and updated forecasts. In addition to CRM, the categories include contact center as a service (CCaaS), communications platform as a service (CPaaS), and contact center platforms. Highlights include:
- CRM is the largest product category within the areas we forecast, topping out at $83.0 billion in 2025, up 3.0%.
- Salesforce leads the CRM market with 25.8% global revenue share in 2025. Other leading providers include Microsoft, Adobe, and Oracle.
- While Salesforce has long been the undisputed leader in the CRM market, there is still room for smaller vendors to grow and thrive. In 2025, Pegasystems and HubSpot posted the largest revenue gains at 25.3% and 19.2%, respectively.
“The CRM market is in transition, as businesses evaluate where and how customer data is stored and managed, but it’s not fully going away. Metrigy forecasts a 1.6% CAGR from 2025-2026,” says Diane Myers, Metrigy senior research director and principal analyst.
The MetriCast market shares and updated forecasts is a core part of Metrigy’s MetriCast Service, which also includes detailed end-user adoption studies, MetriRank vendor ratings across select categories, and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success. For more information, visit http://www.metrigy.com/metricast/.
