Salesforce, Inc. has ranked No. 1 in global customer relationship management (CRM) market share for 13 consecutive years.
Global market research firm IDC said on the 25th that Salesforce, Inc. ranked No. 1 last year in the global CRM market with a 20% share. IDC defines the CRM market as including sales productivity and management, marketing campaign management, customer service, contact centers, advertising, and digital commerce applications.
According to IDC, Salesforce, Inc. ranked No. 1 for 14 consecutive years in sales, 13 consecutive years in customer service, and 7 consecutive years in marketing. It also topped the model-based application platform institutional sector and the enterprise community institutional sector for 11 consecutive years each, and the integration institutional sector for 4 consecutive years.
In the "Agent Build and Deploy" market, newly included in this survey, Salesforce, Inc. also ranked No. 2 with a 17.5% market share. As corporations' demand for adopting and operating AI agents expands rapidly, this market is showing strong growth, and Salesforce, Inc. was tallied as the company with the fastest growth in that institutional sector.
Salesforce, Inc. is supporting corporations in building AI agents in core business areas such as sales, service, and marketing through its AI agent platform "Agentforce," enabling people and AI agents to collaborate as a single team.
David Schmaier, president and chief strategy officer (CSO) of Salesforce, Inc., said, "Today, every organization is pushing a transition to an 'agentic enterprise,' where people and AI agents collaborate on a single trusted agentic CRM platform," and added, "Salesforce, Inc., with a focus on Agentforce at the center of its strategy, is helping all corporations innovate their business processes on an AI agent basis and achieve expense reduction and growth."