The market of CRM favors SaaS

According to analysts, growth of the market of CRM is caused as its geographical expansion (increase in demand in those regions where until recently these systems were not too demanded), and technology development of the software, in particular development of services in providing CRM systems "on demand" and general "enrichment" of functionality.

The main players of the CRM market in 2007

Gartner, July, 2008

SAP still and with a considerable separation holds "a superiority level", leaving Oracle the second place. Both companies saved almost invariable the market shares, fluctuations were less than one percent.   

Market shares of CRM vendors in 2006-2007

Gartner, July, 2008

Champions in a part of gaining steel market of SalesForce.com, received in 2007 is 50% more than income, than in 2006, and Microsoft whose income from CRM grew by 88.6%, and the market share increased by one and a half times.

The income of the main players of the market of CRM in 2006-2007

($ million)

Gartner, July, 2008

By estimates of analysts from Gartner, the share of CRM systems "on demand" made about 15% what promoted to, including, emergence of SaaS versions of the traditional CRM systems last year. SaaS system is preferred to be used for automation of services of sales though recently these systems estimated also marketing divisions, customer services and customer relations departments. It is characteristic that those vendors which advance at the same time and the systems installed traditionally at clients and versions "on demand" aim to displace proportions towards increase in a share of SaaS.

In 2007 more than 53% of income from CRM systems were gained in the countries of North America, Countries of Western Europe brought about 32%. However demand for CRM-applications in Eastern Europe and also in the countries of Africa and the Middle East grew by 40% (in each of these regions). According to experts, further market development will go in the direction of mastering of opportunities of social networks and different on-line communities, optimization of use of the available labor resources and improvement of CRM analytics.