The End of Salesforce’s Monopoly? ServiceNow is Coming for CRM

For years, Salesforce has enjoyed an unchallenged reputation as the CRM platform. But let’s be honest: many customers are starting to ask themselves—is Salesforce really worth the premium anymore?

Here’s the truth: ServiceNow is no longer just competing—it’s catching up fast.

At Crossfuze, we’ve watched this play out before. Remember when ITSM was a crowded field? ServiceNow became the gold standard almost overnight. Same with IT Asset Management and Security Operations—once considered “add-ons,” now they’re industry-leading products inside the Now Platform. Salesforce may have had the early lead in CRM, but history tells us how this story ends.

Core CRM functionality? Already covered. 

Case management, customer service, workflows, automation, omnichannel engagement—ServiceNow checks the boxes that matter most to enterprises today.

Where Salesforce is “ahead”? Temporary. 

The small pockets of functionality where Salesforce still has the upper hand will be addressed in the next couple of ServiceNow release cycles. That’s the pattern: ServiceNow listens, builds, and quickly surpasses.

The economics? A no-brainer. 

Early adopters of new ServiceNow modules always get the best pricing and lock in long-term value. Waiting means paying Salesforce-level premiums for functionality you can soon get on the platform you already own.

So here’s the provocation:
Why would any CIO or business leader double down on Salesforce—another siloed system with another premium license—when ServiceNow is extending the same platform you trust for IT into the front office?

ServiceNow isn’t dabbling in CRM. It’s building the future of it. And just like with ITSM, ITAM, and SecOps, those who get in early will be the ones celebrating when the market shifts.

As the ServiceNow Implementation Partner of the Year, Crossfuze is already helping organizations make this move—and the momentum is undeniable.

Salesforce’s days of untouchable dominance are numbered. The smart money? It’s on ServiceNow.