Jun. 24 at 10:09 PM
$CRM Very few companies have completely replaced Salesforce or another CRM with AI.
There is currently no credible evidence that thousands of companies have abandoned CRM systems and replaced them entirely with AI. In fact, the available data suggests the opposite.
What the data shows
* The global CRM market actually grew in 2025, with Salesforce still holding about 25.8% market share.
* A survey of B2B companies found that while AI usage is widespread, only 0%–19% of firms currently use AI inside their CRM, and most are planning to add AI to CRM rather than replace CRM.
* IBM surveyed over 1,100 Salesforce customers and found companies focusing on adding AI to Salesforce, not removing Salesforce.
* CRM replacement activity actually fell sharply, with CRM replacement rates dropping from about 22% in 2024 to 9.7% in 2025. Those replacements include moves between CRM vendors (Salesforce, HubSpot, Microsoft, Oracle, etc.), not necessarily moves to AI-only systems.
