The industry is driven by growing demand for Software as a Service (SaaS) in the deployment of customer relationship management (CRM) suites and solutions Gartner’s CRM market share report update is out and not surprising is that Salesforce and Microsoft Dynamics CRM are leading the way as two of the fastest growing CRM providers based on 2013-2014 findings.. Oracle has been working tirelessly to provide our customers with innovative solutions to succeed in this new era, and after being evaluated among a group of 15 leading vendors, we are very honored to say that Oracle has once again been named a ‘Leader’ in Gartner’s Magic Quadrant for CRM Lead Management 2019. In 2019, Gartner forecasts that SaaS sales software will account for 84% of total sales spend in CRM deployments. Since 2016, sales software has the highest proportion of CRM software. This is up from 77% in 2016, when sales software also showed the largest transition to cloud in percentage terms. The worldwide CRM software market grew by 15.9% in current USD terms, to $56.6 billion worldwide, in 2019. Moreover, users of SaaS deployments can easily acquire software updates, provided automatically by vendors or available in an ecosystem of add-on apps, and do not need in-house capabilities or updates. Salesforce, Oracle and ServiceNow are just a few of the 14 vendors who made Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Center. Since 2016, sales software has the highest proportion of CRM software spending in the cloud, although marketing, customer service and support, and digital commerce all use SaaS-based CRM applications and we continue to forecast an increased spending on SaaS deployments. “CRMNEXT provides the tools to help level the playing field for banks and credit unions of all shapes and sizes,” … According to the Gartner’s research on the CRM market conducted in 2019, Salesforce is the leading CRM vendor with 19.5% of the CRM market share. Source: Gartner (June 2019) All subsegments of the CRM market grew by more than 13.7%, with marketing emerging as the fastest growing segment, increasing by 18.8% and representing more than 25% of the entire CRM market. This report monitored CRM market share for 2015. We can … All rights reserved. In reality, though, there’s a lot more to consider when it comes to choosing the right CRM for your business. By continuing to use this site, or closing this box, you consent to our use of cookies. The applications of artificial intelligence (AI) are increasingly available as SaaS-only and will boost the adoption of SaaS-based CRM applications through increasing user effectiveness. To purchase this document, you will need to register or sign in above. © 2020 Gartner, Inc. and/or its affiliates. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Gartner. Gartner Magic Quadrant for Content Services Platforms, Michael Woodbridge, Marko Sillanpaa, Lane Severson, 30 October 2019 *This graphic was published by Gartner, Inc. as part of larger research documents and should be evaluated in the context of the entire document. In 2019, spending on software as a service (SaaS) will reach approximately $42 billion and represent 75% of total customer relationship management (CRM) software spend, continuing the rapid decline of on-premises deployments. Market Share Analysis: CRM Sales Software, Worldwide, 2019 Published: 27 October 2020 ID: G00730129 Analyst(s): Julian Poulter, Yanna Dharmasthira, Neha Gupta, Satyam . Marketing registered the highest growth at 20.7% and customer services and support remains the largest CRM market. All rights reserved. For further information, see Guiding Principles on Independence and Objectivity. The global customer relationship management market size was valued at USD 40.2 billion in 2019 and is expected to expand at a CAGR of 14.2% from 2020 to 2027. According to Gartner, all subsegments of the CRM market grew by more than 13.7%, with marketing emerging as the fastest growing segment, increasing by 18.8% and representing more than 25% of the entire customer relationship management market. (AI) are increasingly available as SaaS-only and will boost the adoption of SaaS-based CRM applications through increasing user effectiveness. ITDeliver real customer-centricity in your digital transformation journeyGartner Customer Experience & Technologies Summit 2020Attend, Gartner Customer Experience & Technologies Summit 2020, 7 Workloads That Should Be Moved to Cloud Right Now, 5 Ways to Stay Customer-Centric in Uncertain Times. Salesforce dominated the worldwide CRM market with a 19.5% market share in 2018, over double its nearest rival, SAP, at 8.3% share, according to Gartner’s market share estimates. Adobe was #2, followed by Oracle, SAP and Microsoft. Summary The worldwide CRM software market grew by 15.9% in current USD terms, to $56.6 billion worldwide, in 2019. There’s some good analysis on the Gartner report here.I also found an IDC report on CRM market share that was released in June of 2017, but I can’t find any mention of Microsoft from that report without paying $4500. SaaS (Software-as-a-Service) solutions are forecasted to account for 75% of CRM spending in 2019; The CRM market is projected to be worth more than $80 billion by 2025; The top 5 CRM vendors represent over 40% of the total CRM software market; The largest vendor is Salesforce, which accounted for 19.5% of the CRM market share in 2018; Buyer Survey Salesforce continues to dominate CRM globally, increasing its market share from 18.3% in 2017 to 19.5% in 2018. 1 position, contributing 35.7% of CRM market revenue. All rights reserved. Analyst house Gartner, Inc. has officially released its 2019 Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide. The Gartner documents are available upon request from Microsoft. Leading IT and application leaders know the key factors to... Get actionable advice in 60 minutes from the world's most respected experts. Analyst(s): Market Share Analysis: Customer Experience and Relationship Management Software, Worldwide, 2018 Published: 24 July 2019 ID: G00389462 Analyst(s): Yanna Dharmasthira, Julian Poulter, Neha Gupta Summary CRM grew to be a $48.2 billion market in 2018 — the biggest market in application software. Its research is produced independently by its research organization without input or influence from any third party. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. ©2020 Gartner, Inc. and/or its affiliates. Keep pace with the latest issues that impact business. Salesforce, SAP and Oracle retained top 3 market share positions. The most recent full analysis appears to be a Gartner report released in May of 2016. 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