# CRM Statistics 2026: Market Share, Adoption, Vendor Revenue and AI

Updated 2026-11-03. Checked by StatisticsGlobal editorial team. IDC CRM rankings, Salesforce, HubSpot and Microsoft filings, Eurostat enterprise survey and Salesforce State of Sales, 10 sources, data for 2023 to 2026.
Canonical: https://statisticsglobal.org/crm-statistics/

Salesforce is the largest CRM vendor, with 20.0% of the worldwide CRM software market in 2025, according to IDC. Its share has slipped from 21.7% in 2023. Salesforce made $41.5 billion in revenue in fiscal 2026, 13.3 times HubSpot, which grew faster at 19% and had 306,446 paying customers by June 2026. Adoption is far from universal. In the EU, 28.5% of enterprises with 10 or more employees used CRM software in 2025, from 24.7% of small firms to 65.4% of large ones, according to Eurostat.

## Key statistics

- Salesforce held 20.0% of the worldwide CRM software market in 2025, the largest share of any vendor, according to IDC.
- Salesforce lost 1.7 percentage points of worldwide CRM market share between 2023 and 2025, falling from 21.7% to 20.0%, calculated by StatisticsGlobal from IDC data.
- 28.5% of EU enterprises with 10 or more employees used CRM software in 2025, according to Eurostat.
- Large EU enterprises were 2.65 times as likely as small ones to use CRM software in 2025, calculated by StatisticsGlobal from Eurostat data.
- HubSpot had 306,446 paying customers in June 2026, up 14% year on year, according to HubSpot.

## CRM market share statistics

IDC measures CRM market share from vendor software revenue. Its full tracker is paid. The only shares it makes public each year are the ones Salesforce reports in its newsroom, so the figures below cover Salesforce and the rest of the market as a whole.

Salesforce has led the CRM market for 13 years in a row. Its lead is real but shrinking. Its share fell from 21.7% in 2023 to 20.7% in 2024 and 20.0% in 2025. That is a loss of 1.7 percentage points in two years while its revenue still grew. The rest of the market, 80.0% of it, grew a little faster.

The market is split across many vendors. No other vendor's IDC share is public for 2025. Salesforce still ranks first in each part of CRM that IDC tracks: sales software for the 14th year, customer service for the 13th and marketing for the 7th.

IDC's CRM market is broad. It covers six functional markets, including contact centre, advertising and digital commerce apps, not only sales and service tools. A narrower definition would give a different share.

- Salesforce held 20.0% of the worldwide CRM software market in 2025, the largest share of any vendor, according to IDC. Source: IDC (via Salesforce), Salesforce ranked #1 CRM provider for 13th consecutive year (IDC Worldwide Semiannual Software Tracker, April 2026) (4 June 2026, accessed 3 November 2026) https://www.salesforce.com/news/stories/idc-crm-market-share-ranking-2026/
- Salesforce held 20.7% of the worldwide CRM software market in 2024, according to IDC. Source: IDC (via Salesforce), Salesforce ranked #1 CRM provider for 12th consecutive year (IDC Worldwide Semiannual Software Tracker, April 2025) (16 May 2025, accessed 3 November 2026) https://www.salesforce.com/news/stories/idc-crm-market-share-ranking-2025/
- Salesforce held 21.7% of the worldwide CRM software market in 2023, according to IDC. Source: IDC (via Salesforce), Salesforce ranked #1 CRM provider for 11th consecutive year (IDC Worldwide Semiannual Software Tracker, April 2024) (1 May 2024, accessed 3 November 2026) https://www.salesforce.com/news/stories/idc-crm-market-share-ranking-2024/
- Salesforce lost 1.7 percentage points of worldwide CRM market share between 2023 and 2025, falling from 21.7% to 20.0%, calculated by StatisticsGlobal from IDC data. Source: IDC (via Salesforce), Salesforce ranked #1 CRM provider for 13th consecutive year (IDC Worldwide Semiannual Software Tracker, April 2026) (4 June 2026, accessed 3 November 2026) https://www.salesforce.com/news/stories/idc-crm-market-share-ranking-2026/
- Vendors other than Salesforce held 80.0% of the worldwide CRM software market in 2025, calculated by StatisticsGlobal from IDC data. Source: IDC (via Salesforce), Salesforce ranked #1 CRM provider for 13th consecutive year (IDC Worldwide Semiannual Software Tracker, April 2026) (4 June 2026, accessed 3 November 2026) https://www.salesforce.com/news/stories/idc-crm-market-share-ranking-2026/
- Salesforce was ranked the number one CRM provider for the 13th consecutive year in 2025, according to IDC. Source: IDC (via Salesforce), Salesforce ranked #1 CRM provider for 13th consecutive year (IDC Worldwide Semiannual Software Tracker, April 2026) (4 June 2026, accessed 3 November 2026) https://www.salesforce.com/news/stories/idc-crm-market-share-ranking-2026/
- Salesforce ranked first in sales software for the 14th consecutive year and in customer service software for the 13th in 2025, according to IDC. Source: IDC (via Salesforce), Salesforce ranked #1 CRM provider for 13th consecutive year (IDC Worldwide Semiannual Software Tracker, April 2026) (4 June 2026, accessed 3 November 2026) https://www.salesforce.com/news/stories/idc-crm-market-share-ranking-2026/

Table: Salesforce share of the worldwide CRM software market, IDC, 2023 to 2025

| Data year | Salesforce share | Rank | IDC tracker edition |
|---|---|---|---|
| 2023 | 21.7% | #1 (11th year) | April 2024 |
| 2024 | 20.7% | #1 (12th year) | April 2025 |
| 2025 | 20.0% | #1 (13th year) | April 2026 |

Source: IDC Worldwide Semiannual Software Tracker, as reported by Salesforce on 1 May 2024, 16 May 2025 and 4 June 2026.

## CRM adoption statistics by company size

Eurostat runs the largest public survey of business software use. It asks enterprises with 10 or more employees in every EU country whether they use CRM software. The latest round covers 2025.

Most businesses still do not use a CRM system. In 2025, 28.5% of EU enterprises did, up from 25.8% in 2023. ERP software is more common at 46.5%. Half of firms, 53%, used at least one of ERP, CRM or business intelligence software.

Size is the biggest divide. 65.4% of large firms used CRM against 24.7% of small ones with 10 to 49 staff. Large firms were 2.65 times as likely to use it. Eurostat puts the gap at 41 percentage points. Medium-sized firms sat in between at 43.8%.

Small firms have the most to gain and the least spare time to set up a system. For more on small firms, see our [small business statistics](https://statisticsglobal.org/small-business-statistics/) page.

- 28.5% of EU enterprises with 10 or more employees used CRM software in 2025, according to Eurostat. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- CRM use among EU enterprises rose 2.7 percentage points between 2023 and 2025, from 25.8% to 28.5%, calculated by StatisticsGlobal from Eurostat data. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- 24.7% of small EU enterprises with 10 to 49 employees used CRM software in 2025, according to Eurostat. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- 43.8% of medium-sized EU enterprises with 50 to 249 employees used CRM software in 2025, according to Eurostat. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- 65.4% of large EU enterprises with 250 or more employees used CRM software in 2025, according to Eurostat. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- Large EU enterprises were 2.65 times as likely as small ones to use CRM software in 2025, calculated by StatisticsGlobal from Eurostat data. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- The gap in CRM use between small and large EU enterprises was 41 percentage points in 2025, according to Eurostat. Source: Eurostat, Larger enterprises used more e-business apps in 2025 (20 May 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/web/products-eurostat-news/w/ddn-20260520-1
- 53% of EU enterprises used ERP, CRM or business intelligence software in 2025, according to Eurostat. Source: Eurostat, Larger enterprises used more e-business apps in 2025 (20 May 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/web/products-eurostat-news/w/ddn-20260520-1
- 46.5% of EU enterprises with 10 or more employees used ERP software in 2025, according to Eurostat. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- ERP software was used by 17.9 percentage points more EU enterprises than CRM software in 2025, calculated by StatisticsGlobal from Eurostat data. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT

Table: Share of EU enterprises using CRM software by size, 2023 and 2025

| Enterprise size | 2023 | 2025 | Change |
|---|---|---|---|
| Small (10 to 49 employees) | 22.3% | 24.7% | +2.4 pp |
| Medium (50 to 249 employees) | 39.6% | 43.8% | +4.2 pp |
| Large (250+ employees) | 60.6% | 65.4% | +4.8 pp |
| All (10+ employees) | 25.8% | 28.5% | +2.7 pp |

Source: Eurostat, isoc_eb_iip, indicator E_CRM1, data updated 27 February 2026. Changes calculated by StatisticsGlobal.

## CRM market size and vendor revenue

There is no free, official figure for the size of the whole CRM market. Paid analyst reports estimate it. What is public is the revenue the listed vendors report in their filings.

Salesforce made $41.5 billion in fiscal 2026, the year to January 2026, up 10%. Its core CRM clouds grew more slowly than the company. Sales cloud revenue rose 8.5% to $9.03 billion and service cloud 8.4% to $9.82 billion. Marketing and commerce grew just 2.8%. Together, sales and service made up 47.8% of its subscription revenue. Growth came mostly from platform, Slack and data products, up 22.6%, helped by the Informatica deal.

HubSpot is much smaller but growing about twice as fast. Its revenue rose 19% to $3.13 billion in 2025, and 20% to $911.7 million in the second quarter of 2026. It added 17,740 paying customers in the first half of 2026, reaching 306,446. Revenue per customer is low, about $10,800 a year in 2025, which shows its base is mostly small and mid-sized firms.

Microsoft reports only the growth rate for Dynamics 365: 18% in the year to June 2026, or 15% in constant currency. Its wider Dynamics line made $9.01 billion, up 15.1%. Dynamics 365 includes ERP as well as CRM apps, so it is not a pure CRM figure.

- Salesforce revenue was $41.5 billion in fiscal 2026, the year to January 2026, up 10% year on year, according to Salesforce. Source: Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results (25 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
- Salesforce made $9.03 billion from its Agentforce Sales cloud in fiscal 2026, the year to January 2026, according to Salesforce. Source: Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results (25 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
- Salesforce made $9.82 billion from its Agentforce Service cloud in fiscal 2026, the year to January 2026, according to Salesforce. Source: Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results (25 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
- Salesforce made $5.43 billion from Agentforce Marketing and Commerce in fiscal 2026, the year to January 2026, according to Salesforce. Source: Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results (25 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
- Salesforce sales cloud revenue grew 8.5% in fiscal 2026, the year to January 2026, calculated by StatisticsGlobal from Salesforce data. Source: Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results (25 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
- Salesforce service cloud revenue grew 8.4% in fiscal 2026, the year to January 2026, calculated by StatisticsGlobal from Salesforce data. Source: Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results (25 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
- Salesforce marketing and commerce revenue grew 2.8% in fiscal 2026, the year to January 2026, the slowest of its product lines, calculated by StatisticsGlobal from Salesforce data. Source: Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results (25 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
- Sales and service clouds made up 47.8% of Salesforce subscription and support revenue in fiscal 2026, the year to January 2026, calculated by StatisticsGlobal from Salesforce data. Source: Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results (25 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
- Europe generated 24.1% of Salesforce revenue in fiscal 2026, the year to January 2026, up from 23.5% a year earlier, calculated by StatisticsGlobal from Salesforce data. Source: Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results (25 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
- Salesforce revenue grew 12.7% in Europe, 11.8% in Asia Pacific and 8.2% in the Americas in fiscal 2026, calculated by StatisticsGlobal from Salesforce data. Source: Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results (25 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
- Salesforce revenue was $11.35 billion in the quarter to July 2026, up 11% year on year, according to Salesforce. Source: Salesforce, Salesforce Delivers Record Second Quarter Fiscal 2027 Results (26 August 2026, accessed 3 November 2026) https://investor.salesforce.com/news/news-details/2026/Salesforce-Delivers-Record-Second-Quarter-Fiscal-2027-Results/default.aspx
- Salesforce expected revenue of $46.1 billion to $46.4 billion in fiscal 2027, the year to January 2027, up 11% to 12%, according to Salesforce. Source: Salesforce, Salesforce Delivers Record Second Quarter Fiscal 2027 Results (26 August 2026, accessed 3 November 2026) https://investor.salesforce.com/news/news-details/2026/Salesforce-Delivers-Record-Second-Quarter-Fiscal-2027-Results/default.aspx
- Salesforce had $33.5 billion of current remaining performance obligation in July 2026, up 14% year on year, according to Salesforce. Source: Salesforce, Salesforce Delivers Record Second Quarter Fiscal 2027 Results (26 August 2026, accessed 3 November 2026) https://investor.salesforce.com/news/news-details/2026/Salesforce-Delivers-Record-Second-Quarter-Fiscal-2027-Results/default.aspx
- HubSpot revenue was $3.13 billion in 2025, up 19% year on year, according to HubSpot. Source: HubSpot, Form 8-K Exhibit 99.1: HubSpot Reports Strong Q4 and Full Year 2025 Results (11 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1404655/000119312526046563/hubs-ex99_1.htm
- HubSpot had 288,706 paying customers at the end of 2025, up 16% year on year, according to HubSpot. Source: HubSpot, Form 8-K Exhibit 99.1: HubSpot Reports Strong Q4 and Full Year 2025 Results (11 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1404655/000119312526046563/hubs-ex99_1.htm
- HubSpot had 306,446 paying customers in June 2026, up 14% year on year, according to HubSpot. Source: HubSpot, Form 8-K Exhibit 99.1: HubSpot Reports Q2 2026 Results (5 August 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1404655/000119312526335148/hubs-ex99_1.htm
- HubSpot added 17,740 paying customers in the first half of 2026, calculated by StatisticsGlobal from HubSpot data. Source: HubSpot, Form 8-K Exhibit 99.1: HubSpot Reports Q2 2026 Results (5 August 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1404655/000119312526335148/hubs-ex99_1.htm
- HubSpot average subscription revenue per customer was $11,800 in the second quarter of 2026, up 4%, according to HubSpot. Source: HubSpot, Form 8-K Exhibit 99.1: HubSpot Reports Q2 2026 Results (5 August 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1404655/000119312526335148/hubs-ex99_1.htm
- HubSpot earned about $10,800 of revenue per customer in 2025, calculated by StatisticsGlobal from HubSpot data. Source: HubSpot, Form 8-K Exhibit 99.1: HubSpot Reports Strong Q4 and Full Year 2025 Results (11 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1404655/000119312526046563/hubs-ex99_1.htm
- HubSpot revenue was $911.7 million in the second quarter of 2026, up 20% year on year, according to HubSpot. Source: HubSpot, Form 8-K Exhibit 99.1: HubSpot Reports Q2 2026 Results (5 August 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1404655/000119312526335148/hubs-ex99_1.htm
- HubSpot expected revenue of $3.678 billion to $3.686 billion in 2026, up 18%, according to HubSpot. Source: HubSpot, Form 8-K Exhibit 99.1: HubSpot Reports Q2 2026 Results (5 August 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1404655/000119312526335148/hubs-ex99_1.htm
- Salesforce revenue in fiscal 2026 was 13.3 times HubSpot revenue for calendar 2025, calculated by StatisticsGlobal from Salesforce and HubSpot data. Source: Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results (25 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
- Microsoft Dynamics 365 revenue grew 18% in fiscal 2026, the year to June 2026, or 15% in constant currency, according to Microsoft. Source: Microsoft, Form 8-K Exhibit 99.1: FY27 Segments and Investor Metrics (restated FY26 and FY25 data) (September 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/789019/000119312526380280/d291965dex991.htm
- Microsoft Dynamics products and cloud services revenue was $9.01 billion in fiscal 2026, the year to June 2026, according to Microsoft. Source: Microsoft, Form 8-K Exhibit 99.1: FY27 Segments and Investor Metrics (restated FY26 and FY25 data) (September 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/789019/000119312526380280/d291965dex991.htm
- Microsoft Dynamics products and cloud services revenue grew 15.1% in fiscal 2026, the year to June 2026, calculated by StatisticsGlobal from Microsoft data. Source: Microsoft, Form 8-K Exhibit 99.1: FY27 Segments and Investor Metrics (restated FY26 and FY25 data) (September 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/789019/000119312526380280/d291965dex991.htm

Table: Revenue of listed CRM vendors, latest full fiscal year

| Vendor | Fiscal year | Revenue | Growth | Note |
|---|---|---|---|---|
| Salesforce | Year to January 2026 | $41.5B | +10% | Whole company |
| Microsoft Dynamics | Year to June 2026 | $9.01B | +15.1% | CRM and ERP apps |
| HubSpot | Year to December 2025 | $3.13B | +19% | Whole company |

Sources: Salesforce 8-K, 25 February 2026; Microsoft FY27 segments and investor metrics 8-K, September 2026; HubSpot 8-K, 11 February 2026. Microsoft Dynamics growth calculated by StatisticsGlobal.

## CRM adoption in Europe by country

CRM use varies more by country than by almost any other factor in the Eurostat data. The figures cover enterprises with 10 or more employees.

Finland (55.8%) and the Netherlands (54.1%) lead by a wide margin. More than half their firms use CRM. Denmark and Belgium follow at just over 41%. At the other end, 11.9% of firms in Bulgaria and 13.9% in Romania use it. A Finnish firm is 4.7 times as likely to use CRM as a Bulgarian one.

Most countries moved up between 2023 and 2025. Czechia jumped 16.4 points to 36.2%, by far the biggest change. Four countries fell, led by Poland, down 4.2 points to 24.3%. 14 of the 27 member states now sit above the EU average of 28.5%.

The gaps between countries are widest among small firms. In Bulgaria only 10.4% of small firms used CRM in 2025, against 51.8% in Finland, a ratio of about five to one. Among large firms the ratio is about 2.6 to one: 33.1% against 85.9%.

- 55.8% of enterprises in Finland used CRM software in 2025, the highest share in the EU, according to Eurostat. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- 54.1% of enterprises in the Netherlands used CRM software in 2025, according to Eurostat. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- 11.9% of enterprises in Bulgaria used CRM software in 2025, the lowest share in the EU, according to Eurostat. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- 13.9% of enterprises in Romania used CRM software in 2025, according to Eurostat. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- Enterprises in Finland were 4.7 times as likely to use CRM software as enterprises in Bulgaria in 2025, calculated by StatisticsGlobal from Eurostat data. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- 14 of the 27 EU countries had CRM use above the EU average of 28.5% in 2025, calculated by StatisticsGlobal from Eurostat data. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- Czechia had the biggest rise in CRM use in the EU between 2023 and 2025, up 16.4 percentage points to 36.2%, calculated by StatisticsGlobal from Eurostat data. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
- CRM use in Poland fell 4.2 percentage points between 2023 and 2025, to 24.3%, the biggest drop in the EU, calculated by StatisticsGlobal from Eurostat data. Source: Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip) (dataset updated 27 February 2026, accessed 3 November 2026) https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT

Table: Share of enterprises using CRM software by EU country, 2025, highest to lowest

| Country | 2025 | 2023 | Small firms 2025 | Large firms 2025 |
|---|---|---|---|---|
| Finland | 55.8% | 49.4% | 51.8% | 85.9% |
| Netherlands | 54.1% | 50.6% | 49.6% | 80.7% |
| Denmark | 42.5% | 42.3% | 38.0% | 78.6% |
| Belgium | 41.4% | 39.4% | 36.3% | 77.1% |
| Malta | 39.8% | 39.2% | 35.5% | 71.8% |
| Czechia | 36.2% | 19.9% | 30.0% | 70.1% |
| Luxembourg | 34.0% | 30.4% | 29.9% | 60.3% |
| Sweden | 33.9% | 30.2% | 28.6% | 75.7% |
| Spain | 33.3% | 28.5% | 29.4% | 68.7% |
| Cyprus | 33.1% | 29.5% | 30.3% | 58.1% |
| France | 30.7% | 24.5% | 27.1% | 73.6% |
| Lithuania | 30.0% | 31.1% | 24.9% | 75.4% |
| Austria | 29.9% | 29.7% | 25.4% | 69.4% |
| Germany | 29.6% | 27.5% | 26.0% | 61.1% |
| EU average | 28.5% | 25.8% | 24.7% | 65.4% |
| Ireland | 27.7% | 27.5% | 22.7% | 65.5% |
| Poland | 24.3% | 28.5% | 19.2% | 75.7% |
| Italy | 21.7% | 19.2% | 19.1% | 56.5% |
| Portugal | 21.6% | 20.8% | 18.3% | 61.7% |
| Slovenia | 21.5% | 20.4% | 18.0% | 68.0% |
| Estonia | 20.6% | 19.4% | 16.7% | 57.4% |
| Hungary | 20.3% | 20.5% | 16.7% | 61.7% |
| Slovakia | 19.7% | 17.4% | 15.3% | 50.2% |
| Greece | 19.2% | 15.2% | 16.4% | 49.5% |
| Croatia | 19.1% | 19.4% | 17.0% | 45.6% |
| Latvia | 17.3% | 16.5% | 14.0% | 54.3% |
| Romania | 13.9% | 10.1% | 12.0% | 37.7% |
| Bulgaria | 11.9% | 10.6% | 10.4% | 33.1% |

Source: Eurostat, isoc_eb_iip, indicator E_CRM1, enterprises with 10+ employees. Small = 10 to 49 employees, large = 250+.

## CRM and AI statistics

CRM vendors now sell AI agents that work inside the CRM. The numbers below show how much revenue that brings in so far, and what sales teams say holds it back.

Salesforce's AI products are growing fast from a small base. Agentforce annual recurring revenue was $800 million in January 2026 and passed $1.5 billion by July 2026. Part of that jump is a wider definition: from mid-2026 the figure also counts other AI offerings, Slackbot and Headless 360. Agentforce and Data 360 together reached nearly $3.9 billion. That is still under a tenth of Salesforce's revenue.

Salesforce does not lead this new market. IDC ranked it second in AI agent build and deploy software in the second half of 2025, with a 17.5% share.

Data is the main blocker. 51% of sales leaders using AI said disconnected systems were slowing their AI projects in 2025, and 74% of sales professionals were cleaning their data. High performers were 25 points more likely than underperformers to put data hygiene first. For wider AI use in sales teams, see our [sales statistics](https://statisticsglobal.org/sales-statistics/) page.

- Salesforce Agentforce annual recurring revenue passed $1.5 billion in the quarter to July 2026, up over 240% year on year, according to Salesforce. Source: Salesforce, Salesforce Delivers Record Second Quarter Fiscal 2027 Results (26 August 2026, accessed 3 November 2026) https://investor.salesforce.com/news/news-details/2026/Salesforce-Delivers-Record-Second-Quarter-Fiscal-2027-Results/default.aspx
- Salesforce Agentforce and Data 360 annual recurring revenue reached nearly $3.9 billion in the quarter to July 2026, up over 210%, according to Salesforce. Source: Salesforce, Salesforce Delivers Record Second Quarter Fiscal 2027 Results (26 August 2026, accessed 3 November 2026) https://investor.salesforce.com/news/news-details/2026/Salesforce-Delivers-Record-Second-Quarter-Fiscal-2027-Results/default.aspx
- Salesforce Agentforce annual recurring revenue was $800 million at the end of fiscal 2026, in January 2026, up 169%, according to Salesforce. Source: Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results (25 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
- Salesforce had closed over 29,000 Agentforce deals by January 2026, the end of fiscal 2026, according to Salesforce. Source: Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results (25 February 2026, accessed 3 November 2026) https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
- Salesforce ranked second in the AI agent build and deploy software market with a 17.5% share in the second half of 2025, according to IDC. Source: IDC (via Salesforce), Salesforce ranked #1 CRM provider for 13th consecutive year (IDC Worldwide Semiannual Software Tracker, April 2026) (4 June 2026, accessed 3 November 2026) https://www.salesforce.com/news/stories/idc-crm-market-share-ranking-2026/
- 51% of sales leaders using AI said disconnected systems were slowing their AI projects in 2025, according to Salesforce. Source: Salesforce, State of Sales report, 7th edition (announcement) (3 February 2026, accessed 3 November 2026) https://www.salesforce.com/news/stories/state-of-sales-report-announcement-2026/
- 74% of sales professionals were focusing on data cleansing in 2025, according to Salesforce. Source: Salesforce, State of Sales report, 7th edition (announcement) (3 February 2026, accessed 3 November 2026) https://www.salesforce.com/news/stories/state-of-sales-report-announcement-2026/
- High-performing sales teams were 25 percentage points more likely than underperformers to prioritise data hygiene in 2025, calculated by StatisticsGlobal from Salesforce data. Source: Salesforce, State of Sales report, 7th edition (announcement) (3 February 2026, accessed 3 November 2026) https://www.salesforce.com/news/stories/state-of-sales-report-announcement-2026/

Table: Salesforce AI revenue indicators, January and July 2026

| Metric | January 2026 (end of FY26) | July 2026 (Q2 FY27) |
|---|---|---|
| Agentforce ARR | $800M (+169%) | Over $1.5B (+240%+, wider definition) |
| Agentforce and Data 360 ARR | Over $2.9B (+200%+) | Nearly $3.9B (+210%+) |
| Agentforce deals closed since launch | Over 29,000 | Not reported |

Sources: Salesforce 8-K, 25 February 2026; Salesforce Q2 fiscal 2027 results, 26 August 2026. ARR is annual recurring revenue.

## How these sources measure CRM

No single source covers the whole CRM market. Each one below measures a different thing, and none is a census.

IDC market shares come from its paid Worldwide Semiannual Software Tracker, which estimates vendor revenue. We can only see the figures Salesforce chose to publish, so other vendors' shares are missing. Each year's release covers the prior calendar year. IDC's CRM market includes contact centre, advertising and commerce software, so it is wider than what most buyers call a CRM.

Vendor revenue comes from SEC filings. Fiscal years differ: Salesforce ends in January, Microsoft in June and HubSpot in December. Salesforce changed its product groupings in fiscal 2027, so quarterly lines after January 2026 do not match the older clouds. Microsoft reports Dynamics 365 growth only, and that line includes ERP. HubSpot counts a customer as a paying company, not a user.

Eurostat surveys enterprises with 10 or more employees in all EU countries, excluding finance. Micro firms are not covered. It changed its CRM question in 2023 (indicator E_CRM1), so 2023 and 2025 compare cleanly, but older years (34.8% in 2021) do not. The Salesforce State of Sales survey covers 4,050 sales professionals in 22 countries, run by a CRM vendor with an interest in AI adoption.


## Frequently asked questions

### What is the market share of Salesforce in CRM?

20.0% of the worldwide CRM software market in 2025, according to IDC. That is the largest share of any vendor for the 13th year running, but down from 20.7% in 2024 and 21.7% in 2023.

### What percentage of businesses use CRM?

In the EU, 28.5% of enterprises with 10 or more employees used CRM software in 2025, according to Eurostat. The share was 24.7% for small firms, 43.8% for medium firms and 65.4% for large firms.

### Which country uses CRM the most?

Finland, where 55.8% of enterprises used CRM software in 2025, followed by the Netherlands at 54.1%. Bulgaria was lowest in the EU at 11.9%, according to Eurostat.

### Is CRM use growing?

Yes, slowly. EU CRM use rose from 25.8% of enterprises in 2023 to 28.5% in 2025. Vendor revenue is also rising: HubSpot grew 19% in 2025, Microsoft Dynamics 365 18% in fiscal 2026 and Salesforce 10%.

### How big is Salesforce compared with HubSpot?

Salesforce revenue of $41.5 billion in fiscal 2026 was 13.3 times HubSpot's $3.13 billion for 2025, calculated by StatisticsGlobal. HubSpot had 306,446 paying customers in June 2026.

### What is the CRM revenue forecast for 2026?

Salesforce expects $46.1 billion to $46.4 billion in fiscal 2027, the year to January 2027, up 11% to 12%. HubSpot expects $3.678 billion to $3.686 billion for 2026, up 18%. No free official forecast exists for the whole market.

## Sources

1. IDC (via Salesforce), Salesforce ranked #1 CRM provider for 13th consecutive year (IDC Worldwide Semiannual Software Tracker, April 2026), 4 June 2026, accessed 3 November 2026. https://www.salesforce.com/news/stories/idc-crm-market-share-ranking-2026/
2. Eurostat, Integration of internal processes by size class of enterprise (isoc_eb_iip), dataset updated 27 February 2026, accessed 3 November 2026. https://ec.europa.eu/eurostat/api/dissemination/statistics/1.0/data/isoc_eb_iip?format=JSON&lang=EN&unit=PC_ENT
3. HubSpot, Form 8-K Exhibit 99.1: HubSpot Reports Q2 2026 Results, 5 August 2026, accessed 3 November 2026. https://www.sec.gov/Archives/edgar/data/1404655/000119312526335148/hubs-ex99_1.htm
4. IDC (via Salesforce), Salesforce ranked #1 CRM provider for 12th consecutive year (IDC Worldwide Semiannual Software Tracker, April 2025), 16 May 2025, accessed 3 November 2026. https://www.salesforce.com/news/stories/idc-crm-market-share-ranking-2025/
5. IDC (via Salesforce), Salesforce ranked #1 CRM provider for 11th consecutive year (IDC Worldwide Semiannual Software Tracker, April 2024), 1 May 2024, accessed 3 November 2026. https://www.salesforce.com/news/stories/idc-crm-market-share-ranking-2024/
6. Eurostat, Larger enterprises used more e-business apps in 2025, 20 May 2026, accessed 3 November 2026. https://ec.europa.eu/eurostat/web/products-eurostat-news/w/ddn-20260520-1
7. Salesforce, Form 8-K Exhibit 99.1: Salesforce fourth quarter and fiscal 2026 results, 25 February 2026, accessed 3 November 2026. https://www.sec.gov/Archives/edgar/data/1108524/000110852426000056/crm-q4fy26xexhibit991.htm
8. Salesforce, Salesforce Delivers Record Second Quarter Fiscal 2027 Results, 26 August 2026, accessed 3 November 2026. https://investor.salesforce.com/news/news-details/2026/Salesforce-Delivers-Record-Second-Quarter-Fiscal-2027-Results/default.aspx
9. HubSpot, Form 8-K Exhibit 99.1: HubSpot Reports Strong Q4 and Full Year 2025 Results, 11 February 2026, accessed 3 November 2026. https://www.sec.gov/Archives/edgar/data/1404655/000119312526046563/hubs-ex99_1.htm
10. Microsoft, Form 8-K Exhibit 99.1: FY27 Segments and Investor Metrics (restated FY26 and FY25 data), September 2026, accessed 3 November 2026. https://www.sec.gov/Archives/edgar/data/789019/000119312526380280/d291965dex991.htm
11. Salesforce, State of Sales report, 7th edition (announcement), 3 February 2026, accessed 3 November 2026. https://www.salesforce.com/news/stories/state-of-sales-report-announcement-2026/