Salesforce is the dominant force in enterprise CRM, used by organisations of every size and sector across the world. For many, it delivers genuine value. But Salesforce is not the right fit for every business, and the decision to explore alternatives is more common than many sales and technology leaders expect. Whether the concern is cost, complexity, the depth of customisation required, or a shift in strategic direction, the case for reviewing the market is clear. Viewpoint

UK businesses evaluating CRM software in 2026 face a market that has shifted decisively towards AI. The three dominant platforms - Salesforce, Microsoft Dynamics 365, and HubSpot - have all launched autonomous AI agent capabilities in the past twelve months, compressing the gap between CRM as a record-keeping system and CRM as an active participant in the sales and service process. For UK buyers, this raises a practical question: how much of that AI capability will your team

Net revenue retention has become the defining metric of B2B software businesses in 2026. In a market where new logo growth is harder and more expensive than it was three years ago, the commercial case for investing in customer success has never been clearer - and the technology that enables it has matured significantly. Customer success platforms have moved from glorified CRM overlays tracking health scores in spreadsheets to genuinely sophisticated systems that aggregate pro

If your sales team is spending more time building quotes than closing deals - or if pricing errors and approval bottlenecks are slowing down your revenue cycle - you are not alone. For businesses selling configurable products or complex services, the quoting process is one of the most friction-heavy parts of the sales motion, and one of the most expensive to get wrong. Configure, Price, Quote (CPQ) software exists to solve exactly that problem: replacing manual, error-prone q

Sales teams have always had more data than they know what to do with - call recordings no one listens to, CRM records that are out of date, pipeline figures that sales managers quietly adjust before presenting to the board. What is changing in 2026 is that AI is finally turning that data into something actionable at scale: accurate deal scoring, automatic call analysis, AI-generated follow-up content, real-time coaching during live conversations, and intent signals that ident

The CRM software market in 2026 is more competitive and more varied than it has ever been. The three dominant platforms - Salesforce, Microsoft Dynamics 365, and HubSpot - continue to extend their capabilities at pace, while a new generation of AI-native CRM vendors is challenging the incumbents in specific categories. Vertical specialists, mid-market challengers, and best-of-breed point solutions all have a legitimate place in the market depending on the organisation's speci

Selecting the right Customer Relationship Management (CRM) system is one of the most consequential technology decisions a business can make. CRM software sits at the heart of sales, marketing, and customer service operations - it is the single source of truth for customer data, the platform your revenue teams live in every day, and the foundation on which customer relationships are built and managed. Get it right and you unlock meaningful improvements in pipeline visibility,