---
title: "The CRM market is undergoing change as companies' expectations evolve — Marsanne Studio AI watch"
description: "Generative AI and autonomous agents are transforming CRMs, according to a Salesforce study in which 87% of sales teams already use AI."
url: "https://marsanne.studio/en/ai-watch/the-crm-market-is-undergoing-change-as-companies-expectations-897408/"
lang: "en"
---

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Analysis · 3 September 2026

# The CRM market is undergoing change as companies' expectations evolve

Original title, in French: “Le marché des CRM en pleine mutation face aux nouvelles attentes des entreprises”

**Publication**

FrenchWeb (France)

**Author**

Partners’ Voice

**Published on**

3 September 2026 · read in the page structured data

## Summary

The CRM market is moving towards platforms that combine data, automation and artificial intelligence. According to a global Salesforce study of more than 4,000 professionals, 87% of sales organisations already use some form of AI, and 54% of salespeople have used AI agents, which are reported to cut prospect research time by 34% and email drafting time by 36%. The article stresses that data quality remains the main limitation of these tools. It also discusses the growing number of software tools in use (eight tools per salesperson on average, with 42% of salespeople saying they feel overwhelmed), the global CRM market valued at $107 billion by Gartner in 2023, and the compliance and data reversibility issues raised by the European Data Act.

Summary based on the full text of the article.

[Read the article on FrenchWeb →](https://www.frenchweb.fr/le-marche-des-crm-en-pleine-mutation-face-aux-nouvelles-attentes-des-entreprises/463220)

## Figures cited

-   87 %
    
    share of sales organisations using some form of AI
    
    global Salesforce study of more than 4,000 professionals
    
    > « Dans son étude mondiale menée auprès de plus de 4 000 professionnels, Salesforce indique que 87 % des organisations commerciales utilisent déjà une forme d’IA. »
    
    Source: Salesforce
    
-   54 %
    
    share of salespeople who have used AI agents
    
    global Salesforce study
    
    > « Par ailleurs, 54 % des vendeurs interrogés disent avoir utilisé des agents, qui pourraient réduire de 34 % le temps consacré à la recherche sur les prospects et de 36 % celui dédié à la rédaction d’e-mails. »
    
    Source: Salesforce
    
-   34 %
    
    reduction in prospect research time thanks to AI agents
    
    global Salesforce study
    
    > « qui pourraient réduire de 34 % le temps consacré à la recherche sur les prospects et de 36 % celui dédié à la rédaction d’e-mails. »
    
    Source: Salesforce
    
-   36 %
    
    reduction in email drafting time thanks to AI agents
    
    global Salesforce study
    
    > « qui pourraient réduire de 34 % le temps consacré à la recherche sur les prospects et de 36 % celui dédié à la rédaction d’e-mails. »
    
    Source: Salesforce
    
-   8 tools
    
    average number of tools used by a salesperson to close deals
    
    Salesforce study
    
    > « un commercial utilise en moyenne huit outils pour conclure ses ventes et 42 % se disent dépassés par leur nombre. »
    
    Source: Salesforce
    
-   42 %
    
    share of salespeople overwhelmed by the number of tools
    
    Salesforce study
    
    > « un commercial utilise en moyenne huit outils pour conclure ses ventes et 42 % se disent dépassés par leur nombre. »
    
    Source: Salesforce
    
-   107 billions of dollars
    
    size of the global CRM/customer experience software market in 2023
    
    global market, 2023
    
    > « Selon Gartner, le marché mondial des logiciels de gestion de la relation et de l’expérience client pesait déjà 107 milliards de dollars en 2023, après une progression annuelle de 13,4 %. »
    
    Source: Gartner
    
-   25.7 billions of dollars
    
    size of the sales CRM segment in 2024
    
    global market, 2024
    
    > « Le seul segment des CRM dédiés aux ventes a atteint 25,7 milliards de dollars en 2024, en hausse de 12,2 %. »
    
    Source: Gartner
    

## Classification

**Country**

Worldwide scope

**Company size**

All sizes

**Industries**

Software vendors, IT services companies, telecoms · All industries, or industry not specified

**Companies**

Vtiger (cited), Gartner (study author), Axonaut (cited), Sellsy (cited), Adobe (cited), SuiteCRM (cited), Freshsales (cited), Salesforce (study author), Teamleader (cited), Zoho (cited), SAP (cited), noCRM (cited), Oracle (cited), HubSpot (cited), Microsoft (cited), Pipedrive (cited)

**Keywords**

crm, generative artificial intelligence, autonomous agents, customer data, sales automation, gdpr compliance

Entry written by Marsanne Studio from the cited article, with the help of an AI model (claude-sonnet-5). The rights to the article and its illustrations belong to FrenchWeb and its author. Entry translated from French by Claude Sonnet 5.5.