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Top 10 CRM Software Vendors and Market Forecast

A few months ago Apps Run The World published a research analysing the worldwide CRM market. As a lot of our clients often ask us about CRM recommendations we thought it would be interesting to present some of the data surrounding the overall CRM market, and how competitors stack against its other in term of market share.

Worldwide CRM Applications Market to reach $29.7 billion by 2022, compared with $27.1 billion in 2017 at a compound annual growth rate of 1.9%.

 

In 2017, the top 10 CRM software vendors accounted for nearly 60% of the global CRM applications market which grew 11.85% to approach nearly $27.2 billion in license, maintenance and subscription revenues. Last year Salesforce led the pack with a 25% market share riding on a 23% jump in CRM revenues. Adobe was #2, followed by Oracle, SAP and Genesys.

Exhibit 1 - 2017 CRM Applications Market Shares Split By Top 10 CRM Vendors and Others, %
Exhibit 1 – 2017 CRM Applications Market Shares Split By Top 10 CRM Vendors and Others, %

Through our forecast period, the CRM applications market is expected to reach $29.7 billion by 2022, compared with $27.1 billion in 2017 at a compound annual growth rate of 1.9%.

Exhibit 2: Worldwide CRM Software Market 2017-2022 Forecast, $M
Year 2017 2022 2017-2022 CAGR, %
Total 27161 29774 1.9%

Source: Apps Run The World, December 2018

Top 10 CRM Software Vendors

Customer Relationship Management includes applications for sales force automation, marketing automation, customer service and support management such as email automation. Social Media Management, Customer Experience Management, Activity and Participant Management are among some of the newly available CRM applications available via Cloud delivery.

As Salesforce aims to expand with price hikes, enlarged ecosystem and recommitment to its SFA roots, seismic shifts are driving a wedge among key vendors within customer service and marketing automation segments as restructuring moves dim outlook of incumbents.

Here are the rankings of the top 10 CRM software vendors in 2017 and their market shares.

Rank Vendor 2016 CRM Apps Revenues, $M 2017 CRM Apps Revenues, $M YoY Growth 2017 CRM Market Share, % Recent Developments
1 Salesforce Subscribe Subscribe 23.21% Subscribe The recent buy of MuleSoft will be instrumental for Cloud integration, especially in helping customers extend into non-Salesforce systems.
2 Adobe Subscribe Subscribe 24.72% Subscribe Acquired Marketo for marketing automation and Magento for eCommerce as it pivots from content to CRM and aims to unseat Salesforce.
3 Oracle Subscribe Subscribe 3.41% Subscribe Oracle Digital Assistant is reshaping its CX offerings by enabling conversational AI for retailers to engage with customers using voice commands.
4 SAP Subscribe Subscribe 6.40% Subscribe Spending $8B in its biggest purchase, SAP acquired Qualtrics for survey and experience management apps.
5 Genesys Telecommunications Laboratories Subscribe Subscribe 40.00% Subscribe Genesys PureCloud for customer engagement and communications, signed deals with more than 500 customers in the first three quarters of 2018, resulting in nearly 1,300 to date.
6 Microsoft Subscribe Subscribe 1.10% Subscribe Microsoft’s CRM strategy now extends beyond Dynamics 365 to cover Teams for collaboration, Office 365 for content and ERP for back-office integration.
7 Nice Systems Subscribe Subscribe 76.77% Subscribe After beefing up its CRM strategy with InContact buy, Nice announced X-Sight for financial crime and compliance platform-as-a-service.
8 Pegasystems Subscribe Subscribe 16.73% Subscribe Upgraded robotic process automation features for customer service and unveiled T-Switch that offers businesses AI transparency controls to mitigate data risks.
9 Verint Systems Inc. Subscribe Subscribe 4.43% Subscribe Acquired ForeSee for CX measurement, feedback, replay, text analytics, case management, ratings and reviews to expand Verint’s voice of the customer offerings.
10 Zendesk Subscribe Subscribe 38.11% Subscribe Acquired Base for sales force automation to complement Zendesk’s customer service and support apps.
Subtotal Subscribe Subscribe 19.96% Subscribe
Other Subscribe Subscribe 1.57% Subscribe
Total Subscribe Subscribe 11.85% Subscribe

Source: Apps Run The World, December 2018

 

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