CRM Statistics 2026

In 2025, 28.51% of EU enterprises used Customer Relationship Management (CRM) software.

The share of EU enterprises using CRM stood at 28.51% in 2025, an increase by 2.68 pp compared with 2023 (Figure 1).

The percentage of enterprises with a website ranged from 76.67% for small enterprises to 95.65% for large enterprises, but from 41.08% to 88.71% respectively for those using ERP software and from 24.69% to 65.43% for the enterprises using CRM software.

The percentage of enterprises with a website ranged from 76.67% for small enterprises to 95.65% for large enterprises, but from 41.08% to 88.71% respectively for those using ERP software and from 24.69% to 65.43% for the enterprises using CRM software.

In 2025, a little more than half (53%) of enterprises in the EU used specialised e-business software (ERP, CRM and/or BI).

As regards the activity of enterprises, in 2025, the adoption levels of CRM were highest in information and communication with 63.14% of enterprises.

The lowest shares of enterprises using CRM were recorded in the transportation and storage sector (18.55%) and in the construction sector (16.43%) (Figure 6).

The highest shares were recorded in Finland (55.79%) and in the Netherlands (54.12%), where the majority of enterprises reported using CRM.

Less than 15% of enterprise used CRM in Bulgaria (11.92%) and Romania (13.93%).

In 2025, 35% of enterprises used Enterprise Resource Planning (ERP) software, 28% used Customer Relationship Management (CRM) software, while 27% used Business Intelligence (BI) software.

As of December 31, 2025, approximately 53% of our Customers were located outside of the United States and these Customers generated approximately 48% of our total revenue for the year ended December 31, 2025.

As of December 31, 2025, approximately 53% of our Customers were located outside of the United States and these Customers generated approximately 48% of our total revenue for the year ended December 31, 2025.

According to IDC, in 2025, Salesforce led all CRM vendors with a 20.0% market share.

This is the 13th consecutive year Salesforce has earned the top spot in the CRM market.

Salesforce grew faster than any other player in this category and took the #2 position with a 17.5% market share.

Total revenues $ 41,525 $ 37,895 $ 3,630 10 %

Agentforce Sales $ 9,028 23 % $ 8,322 23 % 8 %

Raises full year FY27 revenue guidance, now expects full year FY27 revenue of $46.1 billion to $46.4 billion, up 11% - 12% Y/Y and 11% in CC, including slightly above 3pts Informatica contribution.

Dynamics products and cloud services revenue increased $1.2 billion or 15% driven by growth in Dynamics 365. Dynamics 365 revenue grew 18% with growth across all workloads.

Dynamics 365 revenue increased 13% (up 12% in constant currency)

Total revenue is expected to be in the range of $3.685 billion to $3.687 billion, up 18% year over year on an as-reported basis and 16% in constant currency.

Grew Customers to 311,704 as of September 30, 2026, up 12%.

Average Subscription Revenue Per Customer was $12,038 during the third quarter of 2026, up 4% on an as-reported basis.

Subscription revenue was $930.2 million, up 18% on an as-reported basis.

Solutions Partners and customers referred to us by our Solutions Partners represented approximately 25% of our Customers as of December 31, 2025, and approximately 49% of our revenue for the year ended December 31, 2025.

Zoho Corporation, consisting of Zoho , ManageEngine , Qntrl , and TrainerCentral , is now a trusted technology provider to more than one million paying customers and more than 150 million users globally.

Zoho Corporation, consisting of Zoho , ManageEngine , Qntrl , and TrainerCentral , is now a trusted technology provider to more than one million paying customers and more than 150 million users globally.

Today's announcement follows significant YoY customer (32%) and revenue (20%) growth in 2025.

Around 250,000 customers worldwide use monday.com to bring people, workflows, and AI agents together on one flexible platform, where AI doesn’t just assist, it executes.

AI adoption in sales is already mainstream: 87% of sales organizations currently use some form of AI for tasks like prospecting, forecasting, lead scoring, or drafting emails.

AI agent adoption is accelerating quickly: 54% of sellers say they’ve used agents, and nearly 9 in 10 plan to by 2027.

Agentforce ARR exceeded $1.5 billion, up over 240% Y/Y.

ARR from AI products doubled from Q1, representing 17% of net new ARR in Q2, and customer response to our new direction continues to exceed our expectations.

By 2028, AI agents will outnumber sellers by 10 times, yet fewer than 40% of sellers will say AI agents have improved productivity, according to Gartner, Inc., a business and technology insights company.

By 2028, AI agents will outnumber sellers by 10 times, yet fewer than 40% of sellers will say AI agents have improved productivity, according to Gartner, Inc., a business and technology insights company.

Gartner predicts that by 2027, 95% of sellers’ research workflows will begin with AI, up from less than 20% in 2024.

Sales organizations that provide sellers with AI-enabled next best actions are 2.6x more likely to achieve commercial growth, according to a survey by Gartner, Inc., a business and technology insights company.

Fourteen percent of professionals whose CRM includes AI capabilities never use them: 8% because they don’t know the features exist, and 6% because they choose not to use them.

76% said less than half of their organization’s CRM data is accurate and complete.

37% of CRM users reported losing revenue as a direct consequence of poor data quality.

To help, 74% of sales professionals are focusing on data cleansing — doing the unglamorous but essential work of removing duplicates, correcting errors or omissions, and standardizing formats across siloed systems to maximize their AI returns.

The grunt work tax is real: While the average seller spends 40% of their time selling, Gen Z reps are trapped at just 35% — losing approximately two full hours each week to manual data entry that senior reps spend researching prospects and building relationships.

The survey of 1,000 U.S. sales and marketing professionals found that nearly four times as many respondents are focused on logging calls, emails, and meetings as advancing prospect conversations and closing deals, while 42% say non-revenue-generating tasks consume at least 40% of their day.

Nearly four in five professionals (79%) must switch between multiple tools to get a complete view of a customer account.

For 62% of teams, this fragmentation results in a missed deal or action every week, a drag felt most acutely by small and medium-sized businesses.

AI tools are delivering measurable efficiency gains for sales organizations, saving sellers an average of 4.8 hours per week, according to Gartner, Inc., a business and insights technology company.

However, 72% of sales organizations report low reinvestment of those time savings back into high-value sales activities, creating a significant “reinvestment gap” that limits AI’s impact on commercial performance.

Sales representatives, wholesale and manufacturing, except technical and scientific products held about 1.3 million jobs in 2025.

Buyers want to engage on their own terms as 67% of B2B buyers state that they prefer a rep‑free experience, according to a survey by Gartner, Inc., a business and technology insights company.

A survey of 646 B2B buyers conducted from August through September 2025 found the shift is already underway, with 45% reporting they used AI during a recent purchase.

Gartner Survey Finds 69% of B2B Buyers Turn to Sales Reps to Validate AI-Generated Insights

The typical buying decision now includes 13 internal stakeholders and nine external influencers, with that number rising for more complex or strategic purchases.

More than 60% of business buyers now make use of a trial — ranging from paid bespoke sandboxes to usage-based trial periods — to evaluate potential solutions.

Email marketing is cited as the single largest source of inbound leads (22%), outperforming organic social (15%), referrals (13%), and paid advertising (13%).