CRM Industry News & Updates [Feb 2025]

Customer Relationship Management (CRM) plays a crucial role in modern-day business success. It evolves rapidly with new technologies, making it quite a challenge to keep up with the latest developments in the CRM space. That’s where we come in.
This story is your go-to resource for all the latest news, updates, and trends in the CRM industry. Today, I discussed ServiceNow’s entry into CRM, Zoho CRM and Zoho Contracts integration, and more.
Note: I will actively update this story with all the latest CRM news and events. Stay tuned!
ServiceNow Enters the CRM Market
During the 2025 Partner Kickoff event ServiceNow announced that it is entering the Customer Relationship Management (CRM) market. While the company has not used the term “CRM” until now, its Customer Service Management (CSM) platform has evolved to include features like omnichannel support, case management, and AI-driven agents.
The company has partnered with CCaaS vendors and plans to hire 3,000 new employees to support its CRM drive. In addition, ServiceNow has acquired Cuein, a “copilot for customer experience teams,” to enhance its CRM capabilities.
Zoho CRM and Zoho Contracts integration

In order to streamline sales contract management, Zoho has integrated its CRM (Customer Relationship Management) and Contracts platforms. The updated integration allows sales teams to automate contract requests, manage the entire contract lifecycle, and improve efficiency across all aspects of contract management. By linking Zoho CRM and Zoho Contracts, businesses can reduce cycle times, enhance client onboarding, and ultimately drive revenue growth.
Moreover, the company is also celebrating the 20th anniversary of Zoho CRM. It started with a simple contact management application and since then grown into a large ecosystem of over 60 apps.
Pipedrive’s New AI Features
Since AI is the name of the game, Pipedrive joined the bandwagon and introduced five new AI features for its CRM. These include an AI Sales Assistant, an AI email generator, an AI email summarization tool, Smart integration recommendations, and an AI-powered marketplace search.
The AI Sales Assistant, AI email generator, and AI email summarization tool are exclusive to users on the Professional plan and above. On the other hand, Smart integration recommendations and the AI-powered marketplace search are available to all Pipedrive users.
Zoom integration on Monday

Monday has integrated Zoom on its platform. It works with Emails & Activities to centralize information in a client’s timeline. It pulls information like the name of scheduled and past Zoom meetings that you hosted with the client, the names of all meeting participants, the time and length of the meeting when enabled, a link to the meeting recording when enabled, and the meeting transcript.
The integration is available on all Monday CRM Standard, Pro, and Enterprise plans. Not only that, if you’re using Zoom’s AI Companion to summarize your meetings, your summaries will also sync with your Emails & Activities timeline.
Salesforce Launches Agentforce for Retail
Salesforce recently launched two new AI-powered innovations for retailers, ‘Agentforce for Retail’ and ‘Retail Cloud with Modern POS.’ These creations help store associates, customer service representatives, and digital merchants boost productivity and sales with more personalized shopping experiences.
The Agentforce for Retail includes a new library of pre-built agent skills, which makes it easier for retailers to build AI agents that automate time-consuming tasks, such as order management and appointment scheduling, and deploy rapid shopper personalization at scale.
Salesforce’s new Retail Cloud with Modern POS is a cloud-based system that combines online and offline shopping data on a single platform. It gives associates a single entry point to serve shoppers better and faster with mobile POS, clienteling, endless aisle, mixed cart and omnichannel fulfillment, inventory management, and more.
That’s all for now, but keep following Geekflare for the latest news and updates on CRM and other business software. From feature rollouts to expert insights, we’ve got you covered. Don’t forget to bookmark this page, as I will update it regularly with new developments to help you stay ahead in the CRM space.
See you soon!