CRM Quarterly Market Share & Forecast Report: 2Q26

Metrigy’s Customer Experience MetriCast 2026 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.

According to the study, a total of 52.4% of organizations are using CRM now, and another 18.7% plan to begin using CRM by the end of 2026. This lower rate of adoption is a reflection of a large portion of smaller businesses in the 2026 MetriCast study. With businesses with more than 1,000 employes the more than 70.0% of organizations currently use a CRM platform. 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 40.7%, while usage at companies with between 1,000 and 2,500 employees is 74.4%.
• Regionally, CRM platforms are most widely adopted in North America (53.9% of companies have adopted), followed by Europe (51.8%) and APAC (50.2%).
• The global market size for CRM platforms was $83.0 billion in 2025, up 3.0% year-over-year (YoY). We are forecasting the market to grow at a 1.6% 2025- 30 CAGR, reaching $89.7 billion by 2030. We have adjusted the overall forecast down slightly due to slower growth in every region except North America.
• Numerous companies offer CRM, which is predominantly delivered as a cloud service today. Among more than 30 CRM vendors in the market, Salesforce is the global revenue market share leader, with 26.0% of CRM revenue in 2Q26. Salesforce is followed by Microsoft, Adobe, and Oracle. HubSpot and Pegasystems posted the most significant YoY revenue growth, at 20.1% and 19.6%, respectively.
• Among companies that already have adopted CRM, 49.4% have no plans to replace their primary provider. The rest are either replacing, have plans to replace, are evaluating replacing their provider, or are unsure. Company policy and lack of AI capabilities are tied as the biggest reasons to evaluate (33.6% each), followed by cost (32.8%).
• For those companies evaluating CRM providers, the most important criteria are reliability, followed by integrations and technical features.