Salesforce Services – Solving for the Missing Link
State of the Market Report

12 Jun 2020
by Yugal Joshi, Alisha Mittal, Abhishek Mundra, AS Yamohiadeen

The global Salesforce services market is estimated at US$14.5 billion, growing at a CAGR of 28% over the past three years. The market is also one of the largest and fastest-growing in the broader enterprise platform services landscape. Enterprise expectations from Salesforce adoption now go beyond the CRM function to creating a 360-degree customer view through a unified data fabric and advanced analytics to better engage and offer a personalized experience to customers and other stakeholders.

With increased focus on customer experience, enterprises are entering into long-term multi-country and multi-product services engagements. At the same time, they are trying to address challenges related to integration, organizational change management, and talent management, which prevent them from realizing the business value from their Salesforce investments. Service providers are building strong industry-specific solutions and integration frameworks to add the missing link between business value and enterprise spend.

In this report, we share our insights on the market trends for Salesforce services. We also study deal trends and enterprise spend characteristics based on our analysis of about 300 large Salesforce services deals.


Market: Salesforce services

Geography: Global


This report covers the following topics:

  • Market overview: global CRM and Salesforce services market size and adoption trends
  • Deal and solution characteristics: deal value, deal origination, and enterprise spend characteristics
  • Key trends: key enterprise expectations, challenges, and future investment themes


Enterprise Platform Services (EPS)


Page Count: 36