This report identifies key demand-side trends in the Salesforce services space, helping enterprises fine-tune their Salesforce adoption strategies. It highlights the key use cases addressed by enterprises across industries and explores the enterprise adoption of generative AI-driven Salesforce solutions and Salesforce industry platforms.
Why read this Market Insights?
Enterprises leverage generative AI-enabled Salesforce capabilities to drive tailored, industry-focused use cases. Salesforce adoption is expanding across sectors such as life sciences, insurance, manufacturing, utilities, and consumer goods to streamline core customer relationship management (CRM) functions. Enterprises are also deploying Agentforce solutions to support claims analysts with faster policy reviews, guide clinicians in summarizing patient interactions, and optimize manufacturer demand forecasts. Mature markets are advancing Agentforce-led automation, while emerging markets are transitioning from legacy CRM to Industry Clouds.
The Salesforce Services 2025 Market Insights™ aids enterprises in identifying important market trends and challenges for any Salesforce implementation that they take part in.
Methodology
The industry insights presented in this report are based on our ongoing market interactions, targeted discussions with service providers, subject matter experts, and Avasant Distinguished Fellows, analyst insights from primary and secondary research, and lessons learned from consulting engagements.
Table of contents
About the report (Pages 3–5)
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- About the Salesforce Services 2025 Market Insights report
- Key reports of Avasant’s Salesforce services research
- Defining Salesforce services
Executive summary (Pages 6–8)
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- Key enterprise Salesforce services trends shaping the market
- In this report’s companion study, Salesforce Services 2025 RadarView, the following service providers were recognized
State of the market (Pages 9–14)
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- Among the enterprises adopting Salesforce, 73% cite customer service and field operations as the primary use case, making it one of the top drivers of adoption.
- Manufacturing, healthcare and life sciences, and telecom, media and entertainment drive 47% of Salesforce service demand.
- Enterprises deploy Salesforce Agentforce-based solutions to address industry-specific use cases across key sectors.
- Data Cloud is emerging as a key platform for consolidating fragmented data architectures, with 56% of organizations using it to build unified foundations.
- Salesforce adoption varies across regions, led by data consolidation and Gen AI pilots in North America and Industry Cloud adoption in emerging markets.
Future outlook (Pages 15–16)
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- The next wave of Salesforce services is shifting from CRM enablement to customer engagement transformation, driven by AI and industry verticalization.
Key contacts (Page 17)
Read the Research Byte based on this report. Please refer to Avasant’s Salesforce Services 2025 RadarView™ for detailed insights on the service providers and supply-side trends.