Salesforce Consulting Service Market Size, Share & Industry Analysis, By Service Type (Implementation and Integration Services, Maintenance and Support Services, Lightning Migration, Development and Customization, and Others), By Product Type (Service Cloud, Marketing Cloud, Sales Cloud, Financial Cloud, Commerce Cloud, Experience Cloud, Mulesoft, Industry Cloud, and Others), By End Use Industry (BFSI, Healthcare and Life Sciences, Media and Telecom, Retail and CPG, Government, Manufacturing, Energy & Utilities, and Others), and Regional Forecast, 2024-2032

The global salesforce consulting service market size was valued at USD 16.04 billion in 2023. The market is projected to grow from USD 18.30 billion in 2024 to USD 56.99 billion by 2032, exhibiting a CAGR of 15.3% during the forecast period.

Salesforce consulting services refer to the in-depth consultancy offered by a Salesforce registered partner focused on the specific requirements of businesses. By employing Salesforce-certified consultants, Salesforce partners help organizations integrate, customize, and manage their Salesforce solutions. Salesforce consultants are industry experts who help unlock the maximum potential of Salesforce by enhancing operational efficiency and improving sales.

There are a few major services offered by Salesforce consulting partners in the market, such as implementation and integration services, maintenance and support services, lightning migration, development and customization, and others.

Despite severe restrictions imposed due to the COVID-19 pandemic, the salesforce services market has continued to show steady growth and limit only the pace of the growth in the next couple of years. However, a few projects and their budgets are partially or completely frozen or put on hold, which does not reflect any major disturbance in the market revenue.

For instance, during the pandemic, Salesforce organization and its subsidiaries and customer companies from various industry verticals such as BFSI (Banking, Financial Services, and Insurance), healthcare and life sciences, public sector and non-profit, retail and consumer goods, and others, have supported its employees, customers, and broader communities. Salesforce shut down its 160 offices across the globe and sent its 54,000 employees to work from home during the pandemic period.

IMPACT OF GENERATIVE AI

Transforming Salesforce Consulting Services with the Help of Generative AI Drives Market Growth

From the last quarter of 2022, generative AI (Artificial Intelligence) showcases tremendous development and growth in every market business using various generative AI models such as ChatGPT, Midjourney, and StableDiffusion. Further, the recent Salesforce survey shows that around 67% of IT leaders are integrating generative AI into their businesses within a couple of years in the future; the remaining 33% state it as a priority.

As per the Industry experts, the AI powered Salesforce economy suggests that the AI-powered Salesforce economy and its partner ecosystem are expected to create approx. 11.6 million jobs that will generate USD 2.02 trillion in business revenue globally from 2022 to 2028. Salesforce has introduced and has been providing AI-based CRM services since 2014. It is continuously revolutionizing its services with the help of generative AI, which will eventually help organizations gather meaningful insights, recommendations, and growth opportunities.

• In March 2023, at TrailblazerDX 2023, Salesforce announced the introduction of 'Einstein GPT,' the world's first generative AI platform for CRM (Customer Relationship Management). Einstein GPT is a generative AI tool that integrates public and private AI models with CRM data and creates personalized content across the Salesforce cloud, resulting in better customer experience and improved employee productivity.

Salesforce Consulting Service Market Trends

Need for Improved Customer Experience to Augment Market Growth

The need for improved customer experience increases the demand for Salesforce services as businesses seek consultancy services to customize their Salesforce implementations and deliver personalized experiences for their customers. Consultants help businesses leverage Salesforce's capabilities to tailor interactions based on individual preferences, behavior, and demographics. Additionally, Salesforce partners assist organizations in integrating customer data from various sources into a centralized platform, providing a holistic view of customer service, interactions, and preferences.

With the increasing adoption of multiple communication channels, such as email, social media, chat, and phone, organizations increasingly rely on Salesforce consulting services to implement omnichannel strategies. Consultants design and configure Salesforce to facilitate consistent and cohesive interactions across all channels, enhancing the overall customer experience.

Thus, the factor above is expected to be a trend in the forecast period 2024-2032.

Salesforce Consulting Service Market Growth Factors

Rapid Digital Transformation Coupled with Advent of Cloud Technology to Boost DACH Market Growth

Digital transformation is presently leading to significant changes in the DACH region (Germany, Austria, and Switzerland). Digital transformation in the DACH region is primarily driven by a combination of technological innovation, regulatory changes, and changing consumer behavior. According to the industry experts, ICT spending in the DACH region is anticipated to grow at a CAGR of 6.4% from 2021-2026 to reach USD 330 billion by 2026, exceeding the European average of 5.4%. Businesses and organizations across industries are investing in various digital technologies, such as Salesforce CRM (Customer Relationship Management) software, to drive growth, innovation, and resilience in an increasingly digital world.

Small and medium-sized enterprises (SMEs) in the DACH region are embracing digitalization to remain competitive and adapt to changing market dynamics. As per the "2030 Digital Decade" report by the European Union (EU), in 2022, around 77% of SMEs in Germany reached a basic level of digital intensity, significantly above the EU average of 69%. The adoption of AI and big data analysis was also above the EU average in Germany.

Salesforce consulting services help businesses implement cloud-based CRM solutions to streamline operations and improve customer experiences. Businesses in the DACH region and Poland are embracing cloud technologies to enhance agility and scalability. Salesforce, as a leading cloud-based CRM platform, is a preferred choice for organizations seeking to modernize their sales, marketing, and service operations.

Thus, the factors mentioned above act as driving forces for the market's growth.

RESTRAINING FACTORS

High Costs and Implementation Complexity to Hamper Market Growth

Salesforce implementation and customization can be expensive, making it unaffordable for businesses with limited budgets, especially small and medium-sized enterprises (SMEs). Successful Salesforce implementation is challenging owing to the availability of several functionalities and tools within a single platform. Many businesses struggle with the complexity of configuring and integrating Salesforce into their existing systems and processes. The Salesforce platform must be customized based on the specific business requirements and objectives for optimized functioning.

Moreover, handling sensitive customer data on cloud-based platforms raises concerns about data security and privacy compliance, especially with evolving regulations such as the General Data Protection Regulation (GDPR) and the Germany Privacy Act BDSG-new. All these factors result in the slow adoption of Salesforce solutions. Which in turn hampers Salesforce Consulting Services' requirements.

Salesforce Consulting Service Market Segmentation Analysis

By Service Type Analysis

Assorted Benefits of Salesforce Implementation and Integration Services to Fuel Segment Growth

Based on service type, the market is segmented into implementation and integration services, maintenance and support services, lightning migration, development and customization, and other services (training, audit).

Implementation and integration services leads the market and are expected to grow significantly during the forecast period owing to the combination of business experience and technical expertise. Salesforce implementation service includes mainly Salesforce consulting, customization, configuration, integration, support, and others, and it has benefits, such as approx. 45% customer retention rate, 30% lead conversion rate, and 28% sales revenue generation rate.

By Product Type Analysis

Automated and Well-Structured Process of Sales Cloud helps to Grow Market

Based on product type, the market is classified into service cloud, marketing cloud, sales cloud, financial cloud, commerce cloud, experience cloud, mulesoft, industry cloud, and others (health cloud, community cloud).

Sales cloud dominates the market and is expected to grow exponentially during the forecast period due to flexible technology and largest sales partner ecosystem. It is a Salesforce application developed to help organizations manage their sales processes, streamline operations, and improve customer relationships. Sales cloud offers various features, including lead management, contact management, and sales automation, among others. Salesforce Service Cloud consulting services focus on helping businesses drive sales effectiveness and achieve their sales objectives through strategic implementation, optimization, and support.

These factors are expected to create lucrative demands for the salesforce consulting service market.

By End Use Industry Analysis

BFSI Segment to Lead Owing to Diverse End Use Industries

On the basis of end use industry, the market is fragmented into BFSI, healthcare and life sciences, media and telecom, retail and CPG (Consumer Packaged Goods), government, manufacturing, energy & utilities, and others (education).

The BFSI segment holds the maximum salesforce consulting service market share at 23.2%, with a CAGR of 15.6% during the forecast period, among others. This segmental growth is based on customer engagement in the sector with the help of various digital applications and payment service offerings. Bankers and insurance agents obtain a thorough view of Salesforce services, resulting in strategic decisions to capture potential customers.

Thus, the growing adoption of Salesforce services acts as an opportunity for customer engagement in the BFSI industry.

REGIONAL INSIGHTS

The global market scope is classified across five regions, namely North America, Europe, Asia Pacific, Middle East & Africa, and South America.

North America captures the major market share owing to the presence of key market players in the U.S. and due to most of the leading large enterprises prioritizing salesforce consulting services to manage effective consumer relationships to grow the business. Furthermore, top organizations are heavily investing in technological advancements, IT spending, and early adoption of the latest tech as compared with other regions.

Banking and financial services are investing in Salesforce consulting to boost global competitiveness. Various consulting companies have announced multiple projects and collaborations in the U.S. and expanded the domestic value chain, leading to demand for salesforce consulting services. In North America, the U.S. is anticipated to hold the major market share during the forecast period.

Europe is expected to gain a prominent market share due to significant investments by leading players, such as Accenture, Capgemini SE, Reply S.p.A., and adesso SE, which have a strong presence in the region. The salesforce consulting service market growth is anticipated to exhibit a faster pace due to companies putting in the effort to improve and deliver excellent services. The companies are also working on generative AI-based prototypes to provide more advanced and up-to-the-mark consulting services.

Asia Pacific is projected to grow exponentially due to the significant expansion of top Salesforce consulting service providers in developing countries such as China, Japan, South Korea, and India. Japan is broadly using Salesforce services to leverage cutting-edge capabilities of Salesforce consulting, driving digital transformation and improvising operation efficiencies in various industry verticals, such as manufacturing, energy & utilities, and healthcare.

The speedy economic growth of GCC countries in terms of technology innovation adoption across industries is a result of the extensive use of Salesforce services by local and regional players, as well as the increasing presence of market-leading organizations and business expansions in the upcoming years. These factors are contributing to stagnant growth in the Middle East & Africa.

List of Key Companies in Salesforce Consulting Service Market

Market Players to Drive Merger and Acquisition Strategies to Expand Business Presence

Leading market players such as Accenture, Capgemini SE, Cognizant, Reply S.p.A., Infosys Limited, and others are implementing various business plans and strategies. Global leading companies focus on expanding their businesses and market presence through mergers and acquisitions. These companies aim to acquire small and local firms to grow their business presence.

List of Key Companies Profiled:

• Accenture (Ireland)


• Capgemini SE (France)


• Cognizant (U.S.)


• Reply S.p.A. (Italy)


• Infosys Limited (India)


• International Business Machines Corporation (IBM) (U.S.)


• adesso SE (Germany)


• Deloitte Touche Tohmatsu Limited (DTTL) (U.K.)


• Cloudity (Hardis Group) (Poland)


• Salesfive GmbH (Germany)

KEY INDUSTRY DEVELOPMENTS:

• March 2024: Capgemini SE signed a 12-year partnership agreement with TenneT, a grid operator serving over 42 million end-users across the Netherlands and parts of Germany. Through this partnership, Capgemini will offer advisory and consulting services to TenneT and augment its cloud transformation journey.


• February 2024: adesso SE announced the opening of the new office in Koblenz, a German state of Rhineland-Palatinate. This expansion is aimed at increasing the presence in the domestic market as well as proximity to current as well as potential businesses.


• November 2023: Accenture and Salesforce partnered to invest in the development of new Salesforce life sciences cloud innovations powered by Artificial Intelligence (AI). Both companies utilize Salesforce Data Cloud and Einstein AI to transform healthcare professional and patient experiences. 


• August 2023: IBM and Salesforce partnered to help organizations across the world advance the adoption of AI for CRM. IBM will use its Garage Methodology to guide clients in the adoption and deployment of Salesforce AI technologies.


• July 2023: Cloudity deployed various Salesforce modules for Microwave Vision Group (MVG), a global player in the visualization of electromagnetic waves.

REPORT COVERAGE

The report provides a detailed analysis of the market and focuses on key aspects such as leading companies, product/service types, and leading end use industryies of the product. Besides, the report offers insights into the market trends and highlights key industry developments. In addition to the factors above, the report encompasses several factors that contributed to the growth of the market in recent years.

Report Scope & Segmentation