Summary
Every year, Forrester clients ask us about adoption trends in customer relationship management (CRM). To answer these questions, Forrester’s Enterprise Applications Software Survey, 2025 asked enterprise application software decision-makers in the financial services and insurance industry about multiple aspects of their firm’s CRM strategy. This report highlights CRM adoption, budgets, motivators, concerns, and vendor sourcing trends to help tech strategists and leaders in the financial services and insurance sector understand the current state and trajectory of the market.
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