Salesforce.com is an American cloud computing and enterprise software as a service (SaaS) company founded in 1999. Today, the company is best known for its customer relationship management (CRM) product, which helps customers manage a variety of business processes via the Salesforce platform. In fact, software is one of the fastest growing categories of enterprise IT, and global spending on it is expected to amount to around 856 billion U.S. dollars in 2023.
Salesforce offers B2B, B2C, and B2B2C e-commerce products and has popularized the SaaS model. In addition, it continues to expand its solutions which run entirely in the cloud. This service model eliminates expensive in-house hardware, computer servers, or setup and maintenance costs for customers. Accordingly, more than 150,000 organizations of diverse sizes and types use Salesforce products today, driving up global revenue, which continuously totals billions in the double-digits since 2018.
The Salesforce CRM service is offered through several cloud products. These include Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, Analytics Cloud, App Cloud, and IoT Cloud. The combination of these products enables organizations to manage business processes by integrating customer collaboration with other data in a central place. Notably, most Salesforce CRM customers belong to either professional services, manufacturing, or banking and financial services.
Salesforce competitors in the CRM market
Salesforce took approximately 24 percent market share of the global CRM applications market in 2021. Its competitors include major software companies such as SAP, Oracle, and Microsoft. Further, there are many smaller and less well-known companies in the market offering their CRM software to businesses that strive to align customer service teams with sales. These may be more interesting for smaller businesses that do not need a wealth of features such as Salesforce’s offers.
In the future, adoption of CRM products is expected to remain strong, as the software becomes more intelligent and thus contributory in developing better customer-centric insights and experiences. To maintain its lead, Salesforce partners with companies including Accenture and IBM to deliver better industry-specific solutions and more sophisticated customer intelligence. In addition, Salesforce offers training to customers to empower them to get the most out of the platform as well as badges and certifications to professionals to demonstrate their expertise.
This text provides general information. Statista assumes no
liability for the information given being complete or correct.
Due to varying update cycles, statistics can display more up-to-date
data than referenced in the text.
Lionel Sujay Vailshery
Research expert covering the consumer electronics industry