Salesforce has been named the #1 CRM provider by IDC for the 12th consecutive year1. This recognition highlights Salesforce’s ongoing leadership and its ability to consistently deliver comprehensive and innovative CRM solutions.
IDC, a premier global market intelligence firm, is widely recognized for its high-quality market data. Its Worldwide Semiannual Software Tracker provides a detailed analysis of the competitive environment and market trends that are influencing the current and future state of the worldwide software sector.
According to IDC, in 2024, Salesforce led all CRM vendors with a 20.7% share and generated the highest revenue among all CRM vendors.
- Beyond its global top ranking, Salesforce continues to claim the #1 position in North America, Latin America, Western Europe, and Asia-Pacific (including Japan) for CRM market share.
- Salesforce is also #1 in Sales for the 13th consecutive year, #1 in Customer Service for the 12th consecutive year and #1 in Marketing for the 6th consecutive year.
Salesforce perspective: “IDC’s market leadership recognition speaks to our clear and evolving vision for the future of CRM and our commitment to customer success. At Salesforce, we believe that the trinity of apps, agents, and data are the key to unlocking the next wave of customer success. Our deeply integrated platform empowers businesses of all sizes to leverage AI and data to make every customer interaction smarter, automate their processes, significantly reduce costs, and increase employee productivity at scale. We could not be more excited to partner with our customers on this journey and help them redefine what’s possible.” – David Schmaier, President and Chief Product and Impact Officer
Our deeply integrated platform empowers businesses of all sizes to leverage AI and data to make every customer interaction smarter, automate their processes, significantly reduce costs, and increase employee productivity at scale.
David Schmaier, President and Chief Product and Impact Officer
Customers in action: Salesforce customers are using Agentforce, the agentic layer of the Salesforce Platform for deploying autonomous AI agents across any business function, to automate complex internal operations, streamline business processes, and proactively drive strategic decision-making throughout their entire enterprise.
- Industry-leading Sammons Financial Group (SFG) provides high-touch, personalized service by using Agentforce to quickly get customers the answers they need. The company expects Agentforce to resolve 20% of inquiries autonomously, lightening workloads for service reps, reducing wait times, and lowering the cost to resolve routine inquiries by an estimated 50%. Looking ahead, SFG sees Agentforce as a critical tool that will help promote new products, reengage inactive sellers, recommend cross-selling opportunities based on FSC data, and help partners learn about SFG’s offerings faster.
- The fast-growing modern travel platform Engine is using Agentforce to autonomously resolve cancellation requests via web or mobile chat. Since launch, Agentforce has reduced average handle time by 15%, and Engine estimates Agentforce will deliver $2 million in cost savings annually. As a result, Engine’s reps have time back in their day to focus on serving their customers.
More information:
- Learn more about Salesforce’s Agentforce, and view a complimentary copy of the report
1 Source: IDC, Worldwide Semiannual Software Tracker, April 2025. CRM market includes the following IDC-defined functional markets: Sales Force Productivity and Management, Marketing Campaign Management, Customer Service, Contact Center, Advertising, and Digital Commerce Applications.
