CRM (Global Market)

2021

CRM market for social networks estimated at $2.2 billion

According to the results of 2021, the global CRM market for social networks is estimated at $2.2 billion. The company is actively interested in solutions from this segment to provide customers with the best customer experience. Such data in mid-February 2022 were presented by analysts ResearchAndMarkets.

CRM software provides benefits such as mapping the path of customers from initial product perception to post-purchase interactions, which is usually overlooked by businesses. In addition, CRM software helps enterprises generate reports and provides useful information about previous consumer behavior data.

CRM software is used to manage how your organization interacts with current and potential customers. CRM is defined as a management concept aimed at creating, developing and expanding customer relationships in order to optimize consumer value, market profitability and, ultimately, shareholder value.

Analysts note growing demand for CRM for social networks in emerging economies such as China and India. The Asia-Pacific region is expected to have the largest share of income in this segment.

Depending on the type of deployment, the CRM market for social networks is divided into local and hosting. Analysts believe that in the next few years, the local segment will occupy the largest market share.

Depending on the type of deployment, the market is divided into small and medium-sized businesses, enterprises. The enterprise segment will have the largest market share over the next few years.

Among the key players in the CRM market for social networks presented in the ResearchAndMarkets analysis, such companies as:

• Microsoft;
• Oracle;
• Amdocs;
• IBM;
• Pegasystems;
• SAP SE;
• SugarCRM;
• CRM Creation;
• Zendesk Sell;
• Locobuzz;
• Nutshell CRM;
• Simple CRM System;
• SalesforceIQ;
• InStream;
• SalezShark;
• Salesboom CRM;
• Prosper Works.^[1]

Gartner Magic Quadrant for CRM Customer Service Management Solutions

In May 2021, Gartner presented the results of a new study on the CRM solutions market (subsegment Customer Engagement Center) - Magic Quadrant for the CRM Customer Engagement Center.

The new quadrant includes 16 companies. The leaders include: Salesforce, Pegasystems, ServiceNow, Oracle, ZenDesk and Microsoft. Challenger - SAP. Freshworks fell into the Visionaries section. The remaining 8 market participants were included in the niche players section: Verint, Applan, Creatio, eGain, SugarCRM, Zoho, Cherwell and CRMNTEXT.

Gartner Magic Quadrant for CRM Customer Engagement Center

2020

Global spending on CRM systems increased by 12.6%, to $69 billion

According to the results of 2020, global spending on systems for managing customer relations increased by 12.6% compared to 2019 and reached $69 billion. This is evidenced by the data released in August 2021 by the analytical company Gartner.

The market growth rate decreased - in 2019 they measured + 15.9%. The lowest growth dynamics in 2020 was registered in the segment of CRM marketing systems, here sales increased by 9.5%.

The best things went with the developers of solutions for online stores and other e-commerce projects. There was a 17.1 per cent revenue rise in this category.

As for the largest software manufacturers in the CRM class, Salesforce, SAP and Oracle have retained leadership in 2020. Their shares in the open sample for the Gartner study are not called.

The following companies were among the market leaders of Grand View Research (listed by share size, which are also not specified):

• Salesforce.com;
• Microsoft;
• SAP;
• Oracle;
• Adobe;
• SugarCRM;
• Zoho Corporation;
• Copper CRM;
• Insightly;
• Creatio.

According to Grand View Research, the global market for customer relationship management software in 2020 reached $43.7 billion, and in subsequent years it will grow by an average of 10.6% per year. Growth in the cost of such software is facilitated worldwide by factors such as high demand for automated interaction with customers, increasing the scale of digital operations and improving the quality of customer service and services. In addition, the market is helped by the development of cloud computing technologies, the emergence of server-free computing and hybrid clouds, as well as the availability of various service models, such as SaaS and IaaS.

In addition, the COVID-19 coronavirus pandemic acted as an additional catalyst, since in conditions of adverse epidemiological conditions, people began to work more often from home. This prompted companies to look for effective tools for remote customer service.

Experts listed several trends that were observed in the CRM market in 2020:

• Go to clouds. All successful products are sold either by subscription only, or necessarily have a cloud version, and its popularity only grows over time. The advantages of this approach are obvious: low initial costs, flexible tariffs, no need to buy and maintain a server, etc. Among the shortcomings is the dependence on the availability of the Internet and the decency of the provider.
• Extend the functionality of CRM systems. Originally a customer and requisition system, this type of software has evolved to some extent into an enterprise management system, and this trend continues.
• Transformation in BPM and ERP. Digitalization poses new challenges to the business and leads to the emergence of new solutions. As a result, today in the most progressive companies, the introduction of BPM systems is gaining momentum, which gradually to one degree or another replace the functionality of CRM.

According to Grand View Research, by 2020, about 91% of organizations with a staff of 10 people use CRM systems. About 82% of companies use such software to report sales and automate processes. Business leaders are increasingly looking for effective tools for processing customer data and using practical information obtained from unstructured datasets to make decisions based on them, analysts say.^[2][3]

Gartner Magic Quadrant for CRM Lead Management

In August 2020, Gartner's Magic Quadrant for CRM Lead Management was published - an annual study of the global market for lead management solutions (CRM Lead Management) and their suppliers. In 2020, Gartner experts included 15 systems in the report.

Gartner Magic Quadrant for Sales Force Automation (SFA) Solutions

In July 2020, Gartner's Magic Quadrant for Sales Force Automation was published - a study of the global market for sales management solutions (Sales Force Automation, SFA). According to analysts, in 2019, the growth of the SFA solutions market amounted to 11.1%. SFA is a key tool in the technology stack for sales and plays an important role both during the COVID-19 pandemic outbreak and the recovery period.

Recall that in world practice, SFA is usually supplied as an integral part of CRM.

Gartner Magic Quadrant for CRM Customer Service Management Solutions

In June 2020, Gartner published a new study of customer service management solutions - Magic Quadrant for the CRM Customer Engagement Center. 16 solutions are included in the quadrant, the leaders include: Salesforce, Pegasystems, ServiceNow, Oracle, ZenDesk and Microsoft.

2019

Market growth by 15.9% to $56.6 billion - Gartner

At the end of 2019, the global CRM system market grew by 15.9% and reached $56.6 billion. Such data is cited by Gartner in its^[4], published in May 2020. Most often, CRM systems are used in customer support and service services. The fastest growing area of ​ ​ CRM use was marketing. The three leaders of the global CRM market among vendors remained the same - these are Salesforce, SAP and Oracle.

2018

Market growth by 15.6% to $48.2 billion - Gartner

The volume of the global market for systems for managing customer relations in 2018 reached $48.2 billion, an increase of 15.6% compared to 2017. Such data was published on June 17, 2019 in the analytical company Gartner.

According to experts, CRM remains the largest and fastest growing segment of the corporate software market, the volume of which in 2018 amounted to $193.6 billion and rose by 12.5% compared to a year ago at $172.1 billion. Thus, CRM solutions accounted for almost a quarter of the revenue from the sale of corporate software.

Among CRM systems, approximately 72.9% of expenses were occupied by SaaS products (software as a service). According to experts, in 2019 the share of the SaaS category will increase to 75% due to the quick adaptation and flexibility that such solutions have. In addition, the growing demand in this segment is facilitated by the needs of companies for remote and mobile employees.

Gartner Research Director Julian Poulter says that the growth rate of sales of cloud CRM systems is declining, but they still remain higher compared to the entire market - + 20% compared to 15.6%, respectively, at the end of 2018. The expert explained the weakening of dynamics in the cloud segment by the high degree of penetration of such software.

The research report also indicates that the five largest manufacturers of customer relationship management systems (Salesforce, SAP, Oracle, Adobe, Microsoft) in 2018 occupied more than 40% of the market. There was only one change in the top 5: Microsoft climbed to fifth position, not much ahead of Genesys.

In the leading five, Salesforce showed the strongest growth in CRM revenue - by 18.3%. Sales at Microsoft grew the worst - by 2.7%.

According to Alex Atzberger, head of SAP sales, the company expects to double its business volume in the customer relationship management system market by 2020. In 2018, SAP's share in the CRM market remained unchanged and amounted to 8.3%.

Most often, CRM systems are still used in customer support services. In 2018, this area accounted for 35.7% of the total costs in the market under consideration. The fastest growing use of CRM solutions was marketing - here expenses in 2018 increased by 18.8% and exceeded 25% in the total market. Sales of all types of CRM products, depending on their purpose, rose by 13.7%.

To take advantage of the large market opportunities, product managers in companies delivering CRM applications should further focus on cloud implementations and consider adding new features to the fast-growing marketing segment, says Julian Pulter.

In June 2019, Gartner introduced the so-called "magic quadrant" (research) in the field of CRM solutions used to serve and support customers. Salesforce is recognized as the leader of this segment for the 11th year in a row thanks to its Salesforce Service Cloud product, which provides call center employees (working in the office or remotely) with a set of AI, analytical and other tools to help solve customer problems.

In addition to Salesforce, the leaders in the segment of CRM systems for customer service and support in 2019 included Pegasystems, Zendesk, Oracle and Microsoft.^[5]

The "magic quadrant" included 14 companies. According to experts, modern CRM systems for customer service should work seamlessly on a common platform using common development and integration tools, as well as open APIs and a common graphical user interface.

Market leaders according to Nucleus Research

In October 2018, the research agency Nucleus Research published a rating of key players in the global CRM market - CRM Technology Value Matrix. The leaders included the following solutions: Salesforce, Infor CX, Oracle CX Cloud, Bpm "online, Microsoft Dynamics 365, as well as systems of Veeva Systems and Satuit Technologies.

According to Terrasoft, citing the results of the study, the Bpm'online platform  was included in the ranking leadership sector for the third year as one of the most functional and ergonomic CRM systems in the world. In this platform, experts noted the capabilities of predictive analytics, data management tools, machine learning technologies and the Marketplace site with many ready-made extensions and templates.

The manufacturer rating of CRM Technology Value Matrix customer relationship management systems is compiled by Nucleus Research and updated every six months. Analysts are exploring the capabilities of CRM solutions for sales automation, marketing and customer service, evaluating them according to two key criteria - ergonomics and functionality.

The study says that Salesforce.com, Oracle and Microsoft continue to create profitable offerings for users through the integration of their products and built-in artificial intelligence.

According to experts, more than 90% of CRM projects are deployed in the cloud, as such services create minimal difficulties for customers when changing solutions. Vendors follow this trend to remain competitive and offer innovation and new opportunities to boost revenue every few months, notes Rebecca Wettemann, vice president of research at v Nucleus Research^[6]

Gartner Magic Quadrant for Sales Management Systems

In July 2018, Gartner published a new rating for sales management solutions - Magic Quadrant for Sales Force Automation 2018. SFA (Sales Force Automation System) systems are responsible for automating routine sales operations. In world practice, SFA is usually supplied as part of CRM.

Gartner experts annually examine market trends and evaluate the offerings of key IT solution providers to help companies choose enterprise software. According to Gartner analysts, company investments in Sales Force Automation (SFA) systems continue to grow. In 2017, the SFA technology market grew by 15.7%, of which 79% of the offers were Solution SaaS. 70% of companies surveyed as part of the study purchased SFA solutions to increase operational efficiency and 67% to improve the efficiency of business processes. At the same time, predictive analytics technologies become an integral part of sales management systems, which increase sales efficiency and help managers close more transactions.

Of the hundreds of different sales management solutions, only 15 systems were included in the Gartner Magic Quadrant 2018. The leaders are solutions from Salesforce.com, Microsoft and Oracle. From domestic systems, the Quadrant included the solution bpm 'online company Terrasoft.

According to Gartner experts, when choosing SFA solutions, companies more often take into account the ability to quickly expand functionality and integrate with other enterprise applications. At the same time, the most progressive customers consider sales automation as part of the digital transformation process and as an opportunity to improve the customer experience.

2017

Salesforce is ahead of Oracle, SAP and Microsoft combined

In 2017 Salesforce , it earned CRM more in the customer relationship management market () than the three companies pursuing it (,,) Oracle SAP Microsoft combined. This is stated in a study by analysts of International Data Corporation (). IDC

They estimated that in 2017, Salesforce occupied about 19.6% of the global CRM market in terms of revenue, compared to 18.1% a year earlier. Oracle's share was 7.1%, and SAP, which closed the top three, recorded 6.5% of sales in the asset. Microsoft has a market presence of 4%, Adobe - 3.2%.

Judging by the above schedule, all major CRM manufacturers have strengthened their market position except SAP.

The report notes that Salesforce holds the palm in sales of customer data management software for five consecutive years. In 2017, the company's share grew stronger than the remaining 20 CRM vendors. In addition, analysts gave Salesforce the first place in revenue from the implementation of applications for sales, marketing and customer service.

As the IDC report shows, companies are increasingly turning to Salesforce to accelerate their digital transformations to provide intelligent network capabilities to customers at each point of interaction with them, commented Keith Block, President and Operations Director of Salesforce.

According to him, companies of any size, representing various markets, are transformed in accordance with the era of digital technology, and this transformation is built around customers. In this regard, the business needs CRM solutions.

According to IDC analyst Mary Wardley, organizations are developing strategies to bring products to market using a customer experience that does not replace CRM applications, but requires companies to monitor their updates.^[7]

CRM - the largest segment of the software market - $39.5 billion

In 2017, customer relationship management (CRM) systems became the largest segment of the global software market, according to Gartner analysts .

They estimated that in 2017, global sales of CRM solutions reached $39.5 billion, which became the largest value among all categories of software. Previously, the leading database management systems (DBMS), the revenue from the sale of which in 2017 amounted to $36.8 billion.

It is expected that the CRM segment will continue to grow: in 2018, the implementation of such solutions will increase by 16% and will be measured at $45.8 billion. Moreover, this segment will be the fastest growing in the software industry, said Gartner Research Director Julian Poulter.

In his opinion, the high growth dynamics of the CRM sector is due to the strong demand for tools for  lead management, programs of the "customer voice" type (collecting feedback from  customers  through all communication channels and at all points of contact of the  client  with the company) and systems for local management. Each of these categories shows an increase of more than 20%.

The Gartner study says that the CRM market is experiencing a surge in interest in marketing solutions, as well as a resurgence in demand for sales technologies. Market growth attracts a growing number of manufacturers, but large vendors offering comprehensive products covering sales, commerce and service show a rise above the market average and successfully sell additional modules to current customers.

Organizations try to avoid disparate information and therefore conduct a full review of client data. This allows them to better use artificial intelligence to increase the efficiency of CRM systems, "said Julian Pulter.[8]

2016: Salesforce's superiority over Oracle and SAP

In May 2017, Salesforce published excerpts from the IDC Worldwide Semiannual Software Tracker study, which states that the company's CRM business is larger than its closest competitors - Oracle and SAP - combined.

According to experts of International Data Corporation (IDC) for 2016, Salesforce's share in the global market for customer relationship management systems (CRM) is 18.1%, compared to 9.4% for Oracle and 7.2% for SAP. We are talking about shares in revenue.

The study also says that Salesforce equaled Oracle in sales revenue from CRM solutions in 2012. In 2013, Salesforce broke into the lead, after which it only strengthened its first place. 2016 was Salesforce's fourth consecutive year of market dominance.

Analysts say that in 2016, Salesforce's CRM revenue grew faster than any other manufacturer, and the company's market share added more percentage points than other representatives of dozens of leading vendors combined.

In addition, IDC in 2016 named Salesforce the largest manufacturer of software for automating sales, customer service and (for the first time) marketing.

Our continued leadership in the CRM market confirms Salesforce's unique ability to empower companies with amazing capabilities that change their relationship with customers, "says Alex Dayon, President and Director of Products at Salesforce. - CRM has never been as important as it is now, and no other enterprise software manufacturer can compare in innovation, breadth and depth with Salesforce Intelligent Customer Success Platform.

In 2016, Forbes magazine named Salesforce the most innovative company of the decade. By May 2017, Salesforce has more than 150 thousand customers.^[9]

2015: Adobe is among the top five

On May 25, 2016, Gartner analysts published the results of a study of the global market for customer relationship management systems (Customer Relationship Management, CRM). There was one change in the top five: Adobe was ahead of IBM.

In 2015, Adobe's revenue from sales of CRM solutions amounted to $936.8 million, compared to $738.1 million a year earlier. The company's share during this time rose from 3.2% to 3.6%, as a result of which Adobe is in fifth place in the list of leading vendors, ahead of IBM. Experts attribute the growth of Adobe to the continued dominance of the company in the segment of marketing CRM systems, which is one of the fastest growing.

Salesforce remains the leader in the market under consideration, whose CRM revenue in 2015 exceeded $5 billion, and the company's share was almost 20%. Salesforce.com holds first place in the CSS (Customer Service and Support) segment and ranks third in marketing sales.

The volume of the entire customer relationship management software market grew by 12.3% in 2015, reaching $26.3 billion. This rise was largely facilitated by cloud services, namely, SaaS (software as a service). Revenue in the SaaS segment in 2015 rose by 27%, which is more than double the growth rate of the entire CRM market. Sales of new licenses for local software fell by 1%, said Gartner Research Director Julian Poulter.

Activity in M&A transactions, which began on the market in 2009, continued in 2015, when more than 30 notable acquisitions were made. This led to increased competition in the upper segment of the CRM market, which is expressed in the continued concentration of global vendors on increasing sales in all subsegments of the global CRM market, but this turns out only in the segment of cloud or SaaS applications, "Polter said.[10]

2014

Vector on social and mobile CRM

In February 2014, Gartner analysts made another forecast regarding the further development of the global market for CRM systems^[11]. It says that CRM systems will remain at the center of companies' attempts to transfer customer relations to the "digital" level. The hottest segments of the global customer relationship management market will be: mobile and social CRM, web analytics and e-commerce.

The growth rate of the CRM systems market, however, according to Gartner, will be moderate, since most companies have already made significant investments in such solutions. The market volume is likely to be $23.9 billion at the end of 2014, of which 49% will come from cloud CRM. Cloud and SaaS CRM implementations will account for about 40% of all implemented projects, and by 2015 this figure will increase to 50%.

Salesforce strengthens leadership - 18% of the market

On May 19, 2015, the analytical company Gartner summed up the results in the global Customer Relationship Management (CRM) market. Due to the popularity of the SaaS model, Salesforce not only remained the largest supplier in the market, but also strengthened its leadership.

According to Gartner's estimate for 2014, global spending on CRM software amounted to $23.2 billion, which is 13.3% more than a year earlier. Ten leading vendors accounted for sales of $14 billion (about 60%), which grew by 14% year-on-year. Compared to 2013, the arrangement of manufacturers has not changed much.

The first place in revenue from CRM solutions left behind Salesforce.com. Thanks to the strengthening of the SaaS segment (its share in 2014 accounted for 47% of CRM sales), the American company was able to increase sales in the market from $3.3 billion in 2013 to $4.3 billion a year later. At the same time, the market share of Salesforce.com for the same period increased from 16.3% to 18.4%.

In second place is still SAP with revenues of $2.81 billion (12.1% of the total in the CRM market), recorded in 2014. A year earlier, they were measured at $2.62 billion (12.8%). At the closing top three Oracle , the implementation ON for customer relationship management increased slightly - from $2.06 billion in 2013 to $2.12 billion in 2014. However, the share of the American manufacturer in world sales of these products decreased by 1 percentage point to 9.1%.

Unlike SAP and Oracle, Microsoft was able to significantly strengthen its position in the CRM market, earning $1.4 billion in 2014 compared to $1.2 billion in the previous year. Over the year, the presence of the software giant increased from 5.8% to 6.2%.

As for the regions, the lion's share of CRM spending - 78.6% - came from North America and Western Europe. There, software sales rose by more than 10% in 2014, but the growth rate was lower than in the Asia-Pacific region, where the total revenue of CRM product manufacturers jumped by 18.7%.

Gartner analysts named companies specializing in IT, communications and media as the largest consumers of customer relationship management systems in 2014. In addition, high demand for this software is noticed from the production and financial sectors.^[12]

Forrester Research Data

On March 26, 2015, the international analytical agency Forrester Research published a study of the global CRM market. In the report Forrester Wave Q1 2015 bpm 'online - among the best CRM systems in the world by the total number of points.

During the study, Forrester experts analyzed 10 global suppliers of CRM solutions according to 95 criteria, evaluating each vendor in three categories: supply, strategy and market presence.

With extensive sales, marketing, and service automation capabilities, including field sales, e-commerce, and analytics tools, bpm 'online has reached the top of the rankings. Forrester awarded the system the highest overall score in the category of the strongest developers of CRM solutions - Strong Performers.

According to the report of Forrester Wave™, possibilities of bpm'online strengthen ready business processes which step by step conduct the user on process of interaction with the client - from attraction before service and repeated sales.

2013

Forecast of CRM shift towards mobile applications

In April 2013 Gartner^[13] predicted that in the next two years there CRM will be a significant shift in the market for systems towards the use of mobile applications. Experts believe that the number of mobile CRM available for download in application stores will increase from 200 in 2012 to 1200 already in 2014 - 6 times.

The SaaS CRM segment will also actively develop, which by 2016 will account for 50% of all projects in the global market for customer relationship management systems. For comparison, in 2012, the penetration of the CRM SaaS model in the global market was 39%, by the end of 2013 it will already be 42%. In 2013, the vendor will remain the largest in terms of revenue in this segment Salesforce.com.

In general, the global CRM system market, according to Gartner, will grow by 9.7% in 2013, while the SaaS CRM segment - by 18% in the same period. According to a Gartner study conducted in the environment of more than 2 thousand. Chief information officer's in 2013, attracting and retaining new customers is the# 4 priority for the business, so the demand for CRM system will remain stable.

World's largest CRM implementers

There is no data on the volume of the global CRM systems market in the public domain for 2013. However, in September 2013, Gartner released a study naming the world's largest service providers in the CRM^[14].

The study is implemented using the method "." magic square According to him, the leaders in the market for services in the implementation of CRM systems and other CRM services in 2013 were companies, Deloitte, IBM Accenute,,, (Cognizant Capgemini$330 PricewaterhouseCoopers million).

At the same time, Accenture is the leader, according to Gartner, including in terms of revenue and the volume of personnel involved. CRM accounts for about 7% of the company's revenue, about 18% of the company's consulting revenue: about $2-2.2 billion. IBM Global Business Services has the same number. Deloitte's revenue is $1.7 billion, NTT Data is $1.1 billion, Capgemini's revenue is about $1 billion, Infosys is $570 million, Cognizant is $580 million from CRM consulting and support alone (along with software sales - $675 million).

Among the challengers are Infosys, Tata Consultancy Group ($240 million), NTT Data. Niche players are Wipro ($200 million), Business & Decision ($130 million), HCL Technologies ($130 million), Tech Mahindra ($125 million). The visionaries are Bearing Point (revenue of about $175 million) and CSC ($135 million).

According to Gartner, in 2013 the global CRM services market amounted to $34 billion, by 2015 its average annual growth rate will be 7%.

Gartner Forecast 2016

In June 2013, Gartner analysts gave a forecast to the global CRM systems market until 2017^[15] as part of a large-scale forecast for the entire corporate software market. This document says that in 2017, the global CRM market could reach $36.5 billion, and its average annual growth rate will be about 15.1%.

2012

Gartner Data

In April 2013, Gartner^[16] released another report^[16] global CRM system market, according to which Salesforce managed to bypass SAP and become the number 1 vendor. Market revenue as a whole in 2012 amounted to $18 billion, which is 12.5% more than in 2011, when the market was equal to $16 billion.

Gartner experts note that the CRM system market literally "rocked" in 2012 and competition between the main players only intensified, CRM penetration became even deeper in most regions, especially among medium-sized businesses and large industrial enterprises.

Also, demand for CRM systems provided according to the SaaS model continues to grow: this segment accounted for 40% of the global market for customer relationship management software in 2012.

About half of the global CRM systems market in 2012 was occupied by the top five vendors, where, as already mentioned above, there was a significant castling. Salesforce.com, having earned about $2.5 billion in 2012, bypassed SAP and became the market leader. At the same time, SAP revenue growth in 2012 compared to 2011 in the CRM market amounted to less than 1% in dollar equivalent. In Western and Eastern Europe, SAP retained leadership in revenue.

Gartner believes that this is a very important milestone in the development of Salesforce.com, and its achievement is not only image important. Now system integrators Tier of category 1, such as Accenture, and IBM Deloitte , Capgemini will pay more attention to work with this system. Already, among this category of vendors, 16% of CRM projects implemented are solutions Salesforce.com.

The largest players in the global CRM systems market 2011-2012, $ million

	Vendor	Revenue 2012	Market Share 2012	Revenue 2011	Growth 2011-2012
1 |Salesforce	2525,6	14%	2004,6	26%
2 |SAP	2327,1	12,9%	2325,1	0,1%
3 |Oracle	2015,2	11,1%	1870	7,8%
4 |Microsoft	1135,3	6,3%	900,9	26%
5 |IBM	649,1	3,6%	465,6	39,4%
	Other	9437,3	52,1%	8513,7	10,7%
	Total	18090	100%	16079,9	12,5%

Gartner, 2013

The largest regional CRM systems markets in 2012 remained the markets of North America and Western Europe, they accounted for more than 80% of the total market volume, but all regions show growth. In Western Europe, the growth of the CRM system market was less than 1%. The key growth areas remain Eastern Europe, Eurasia, the Middle East and Africa.

Another important trend in the market is the ongoing "wave" of consolidation of vendors, which started back in 2009, as a result of which about 50 M&A transactions were carried out on the market, which also led to increased competition between players.

Trefis Data

According to Trefis analysts, the rapid growth of the global CRM systems market could allow it to reach $18 billion in 2012 (Trefis estimates are less than IDC estimates for 2011). About 8% of this volume will fall on social CRM.

Vendor share growth forecast in the global CRM market

In the SaaS CRM market in 2012, Salesforce will remain the largest player, it accounts for 14.8% of the market, and by 2018 the company's share can reach 24%. As of February 2012, the company's subscriber base was more than 100 thousand customers.

According to Trefis forecasts, total revenue from sales of Microsoft Dynamics CRM and ERP will reach $2.5 billion by 2018. According to 2012 data, Microsoft CRM system users were 2.25 million people in 33 thousand companies, with the average number of users in the project being 68 people.

As of 2012, SAP CRM had about 30 thousand customers and about 2 million users, as well as an ecosystem of 12 thousand partners. SAP's share in the CRM systems market is expected to be 20% in 2018. SugarCRM, a leading provider of open-source CRM, has more than 7 thousand customers and more than 500 thousand users worldwide.

North America in 2012 will remain the largest regional CRM market, it will account for about $10 billion, followed by Europe and Asia, and in Western Europe the maximum CRM growth is expected in the UK, and in Asia - in China.

2011

Gartner Data

According to Gartner, the global CRM market in 2011 amounted to $12.6 billion, and analysts separately estimated CRM implementation services at $50 billion, an increase of 13.5% compared to 2010. As for geographical distribution, about half of the market is in the United States, 40% in Europe, including Russia, and 10% in Asia.

After the crisis, economies began to develop faster Asia - Malaysia, and China India since CRM costs are always correlated with economic development, demand for CRM began to grow in these countries. It is for this reason Russia that there is also a rise in the CRM market, the fastest in Eastern, To Europe Gartner notes.

The global market is still far from consolidation, although almost 60% of it is occupied by leading vendors. The largest share SAP in (18.3%), followed by (Salesforce 17%) ,/ Oracle Siebel (15.9%) and (Microsoft 7.1%). The rest of the market is divided by 450 vendors.

The main users of CRM are banks, insurance companies, healthcare institutions, the high-tech industry, retail firms, car dealers. But there are industries in which CRM is little used.

The trend is that as the CRM market develops, the number of buyers of such systems increases: first they are acquired by large companies, then medium and, finally, small. In the world, large customers account for about 70% of the CRM market. In the global market, CRM systems are used by 95% of large corporations with an income of more than one billion dollars, that is, almost all. Among medium-sized companies, this is about 60%, and among small companies - no more than 25%.

The main new directions for CRM are business analytics, social and mobile technologies. Cloud computing is also important: in the world, 34% of CRM sales come from cloud technology. And although cloud technology now occupies only about one third of the CRM market, in terms of growth, this segment is three times ahead of the traditional systems sector. By 2020, more than half of the CRM market will fall on cloud technology, predicts Gartner.

IDC Data

Results of the second half of the year

In the second half of 2011, the growth of the global CRM systems market slowed slightly relative to the first half of the year, according to IDC^[17]. Despite this slight decrease, in annual terms, the market achieved growth of 11.2% and $19.1 billion in volume. Three of the four sub-market segments, marketing automation, sales automation and customer service automation, showed double-digit revenue growth in 2011.

On the other hand, the growth of the application segment for contact centers is expressed only by a single digit, and the share of this segment in the total market volume in 2011 decreased by 1.4%. Although the positive dynamics in this segment will continue in 2012-2016, there will also be a tendency to lose market share - in total, it will decrease by 3.4% in the next four years.

Among CRM vendors, the following companies led globally in 2011 in descending order of share: Oracle (11%), SAP (9.9%), Salesforce (9.5%), Avaya (3.6%), SEC (3.3%). Other players accounted for more than half of the market - 62.7%. The competitive situation in the market remains very difficult, IDC experts say. Not only is the market quite fragmented, most of these leaders dominate some one geographical segment - this has happened historically.

For example, Oracle has the strongest position in the Asia-Pacific region (with the exception of Japan), Salesforce.com is entrenched in North America and Japan, and SAP is predominantly in EMEA and Latin America.

The top 10 vendors accounted for 49% of the global CRM systems market, which is 0.8% more than the 2010 result. For the first time in 2011, it hit the top ten in this market, IBM showing a double-digit annual increase in revenue from this direction. Also in the top 10 include: SAP, Salesforce.com and NICE Systems.,,, SAS Adobe Inc Microsoft., Nuance Communications RightNow Technologies Inc., Interactive Intelligence and LivePerson are among the top 25 global vendors of CRM systems.

In the second half of 2011, America and Japan showed the maximum increase in CRM sales among the regions. However, regions considered to be growing rapidly (CEMA, Latin America, and Asia-Pacific excluding Japan) combined increased 0.7% market share compared to 2010. This trend will continue in the coming years, primarily due to the rapid development of CRM markets in countries such as Russia, India, China, as well as most countries in Latin America, the Middle East and Africa.

Results of the first half of the year

On December 22, 2011, IDC published the results of the first half of the CRM market in the world - Worldwide Semiannual Customer Relationship Management (CRM) Applications Tracker.

The global CRM application market in the first half of 2011 achieved very high performance, with revenues totaling close to $9.2 billion, the study said. According to Wilvin Chee, assistant vice president, the six-month increase was 13.3% of the annual estimate, which is a third stronger than a year ago.

In 2011, growth will reach double digits for all the main four segments, analysts predicted. Although the forecast for the contact center market does not correspond to growth in other sectors, the market should recover from a strong decline of 3.6% in 2010. With respect to macroregions, in America and Europe in particular, there will be at least a twofold increase compared to 2010.

Marie Wardley, IDC vice president, is confident that the CRM application market is growing organically in line with improved market conditions. The development of social and mobile networks ensures a consumer orientation in all aspects of the interaction of end users and the companies with which they conduct business. "As a result, we will see the need to modernize customer processes that will accelerate the growth of investments in favor of CRM," she said.

Twice as many vendors (18) reached the income level of more than $100 million during the first half of 2011 compared to the first half of 2010. Together, they received a market share of 63%, the rest was distributed among 170 suppliers and the rest of the development companies. Two new vendors that exceeded the income mark of $100 million: Nuance Communications and. Reynolds & Reynolds

The first in the list of CRM suppliers remains Oracle with growth above the market average, being the only producer whose market share is expressed in double digits (13.2%) during the first half of 2011.

Salesforce continues to impress with the best annual growth (22.6%) among 10 leading vendors during the same period and moving to second place in the world. This happened for the first time since IDC began monitoring the market in 2008.

In the top 10, SAP and NICE Systems showed the strongest growth than in the market as a whole.

The IDC study reflects data for nearly 190 CRM providers (global and regional) in a total of 49 countries.

Market growth forecast by 7.6% to $18 billion for the year

According to the company's forecast, in 2011 it will grow by more than $1.3 billion to $18 billion (an increase of 7.6% in annual terms).

The customer service application segment and marketing application segment are projected by IDC to grow by 8.2% and 8.8%, respectively, while the sales application segment will increase by 8.6% in 2011. The contact center market, which experienced a maximum decline in 2010, will recover only by 5.4% this year.

The CRM systems market will show maximum growth in countries such as the USA, Germany and France. At the same time, the marketing applications segment will demonstrate high rates in countries such as Australia, Brazil, Canada, China, India and Russia. With the exception of Brazil, the sales application segment will also go uphill in all listed countries.

2010: Market volume $16.5 billion (+ 6.2%), leader - Oracle

According to IDC, the global CRM system market was actively recovering in 2010, showing an increase of 6.2% to $16.5 billion.

Despite the fact that from a technological point of view, the CRM system market consists of only four functional sub-segments, its landscape remains fragmented. Outside the top three vendors, 19 vendors have revenues exceeding $100 million in CRM in 2010, collectively representing 35% of this market.

Oracle, SAP and Salesforce are the only vendors whose CRM revenue in 2010 exceeded $1 billion. Oracle leads the list of vendors with a market share of 11.8% in 2010, while Salesforce.com has a maximum growth of 27.4% per year. At the same time, Oracle has the best results in North America and Japan, while business Salesforce.com grew the most in the Asia-Pacific region (excluding Japan), Central and Eastern Europe, the Middle East and Africa.

Forrester Wave: evaluating CRM systems for big business

According to Forrester Research, in the CRM segment of solutions for large companies in 2010, the leaders were Oracle Siebel CRM, SAP CRM, Microsoft, Oracle CRM On Demand, CDC Software, RightNow and Salesforce.

2009: New Technologies Enhance Service Capabilities

Self-service on the Internet is becoming a key priority for vendors. SaaS RightNow acquired HighLive, a platform for communication with customers. Oracle announced the integration of InQuira and Oracle CRM OnDemand services. Salesforce.com has added a number of related features to the Service Cloud.

2008: SAP market leader with a share of 22%

According to the data Gartner , the total income of the world market CRM in 2008 amounted to 9.15 billion USD - this is 12.5% higher than in 2007 (8.13 billion USD). Analysts indicate that this growth was due to corporate investments in technologies aimed at customer retention, analytics and on-demand solutions. SAP remained the market leader and accounted for 22.5% of global ON CRM revenue in 2008 (see Table 1), but this is lower than in 2007 (25.5%). Microsoft had the strongest growth in the top five vendors, and its income grew in 2008 by 75%.

The CRM market remains very strong in Western countries, but at the same time emerging markets are growing rapidly, which now account for almost 16% of the global market in total, compared to about 13.8% in 2006. Although North America and Europe somewhat slowed down the growth rate of the CRM market in 2008, their share in the global market remained high: 52.5% and 31.6%, respectively. The share of each subsegment in the CRM market as a whole shifted slightly in 2008, but sales service remained the largest subsegment, having 42.8% of the market and the highest growth rate (14.7%). The marketing automation sub-segment also continued to grow in 2008 (by 10.4%) and accounted for 20.6% of the total CRM market. The customer service and support sub-segment accounted for 36.6% of the CRM market and grew by 11.2%.

Trend of the Year - Shift Focus from Transactions to Interactive

Comcast launches @ ComcastCares, one of the first examples of large-scale use of social tools to interact with customers and customers. The company managed to collect significant fidback on Twitter, as well as attract media to cover the campaign. Other corporations followed suit, so that very quickly social CRM became a trend.

2007: $8.1 billion market volume, SAP leads with 25% share

According to Gartner, in 2007, the global CRM system market reached $8.1 billion, which is 23.1% more than in 2006 (then it amounted to $6.6 billion).

Among CRM system vendors, SAP was the leader in 2007, occupying 25.4% of the market, followed by Oracle (16.3%). The largest revenue growth rate was shown by Salesforce and Microsoft: the turnover of these companies from the sale of CRM solutions increased by 49.8% and 88.6%, respectively. In addition to them, Amdocs was also one of the five leaders.

The SaaS of the system in 2007 accounted for 15% of the global CRM market. In terms of regional specificities, the CRM market in 2007 was heavily concentrated in the "Western economy" countries, while developing markets accounted for only 15% of the total market volume. About 53% of the volume was in North America and 32% in Western Europe.

In 2007, Salesforce.com launched Force.com, a cloud-based development environment. This platform allowed the company to build an ecosystem SaaS partners, as well as break the stereotype that cloud solutions are difficult to castomize.

2006

In 2006, the global CRM system market, according to Rough Datamonitor, amounted to about $3.6 billion (license fees only). According to the forecasts of this company, the average annual market growth rate until 2012 was to be 10.5%, and the market volume in 2012 - $6.6 billion.

The study also says that demand for CRM is emerging in new industries, such as medicine, for example. According to KensingtonHouse, in 2006, 38% of surveyed companies considered buying CRM or were already implementing it, according to analysts, the reason for this success was the popularity of the SaaS model.

2005

According to the forecast IDC from 2005, the system market CRM will grow from $8 billion in 2004 to $10 billion in 2010.

2004

According to AMR Research, the world's largest developer of CRM systems was SAP, which squeezed its long-standing competitor, Siebel Systems, and increased its market share in 2004 by 30% (in monetary terms).

IDC In the report on the CRM market for 2004: market growth is estimated at 8%, and the top three include (in descending order), and Siebel. Oracle SAP

In June 2004, SugarCRM was founded as a commercial startup on the Sourceforge.org. Later, a cloud version of this product appeared.

2002: Integration with other systems becomes important

Microsoft is entering the CRM market with Dynamics CRM. The functionality of the solution was initially not too wide, but the main advantage of the system was the close integration with Microsoft Outlook, so in the end the corporation managed to become a serious player in the CRM system market.

2001: The Impact of the Dotcom Collapse

The legendary collapse of the "dotcoms" had a serious impact on the CRM system market. Oracle recorded a 25% decrease in revenue from licensing fees. Even monsters such as Siebel were affected by the crisis: this company first published a quarterly report with negative revenue dynamics.

In 2001, Sage entered the market, and then seriously strengthened its position by buying SalesLogix, very quickly becoming the leading CRM vendor in the midsize and small business segment.

In February 2001, Paul Greenberg released a book called CRM at the Speed of Light. This book, which has now survived four editions, introduced the idea of ​ ​ xRM, expanding the understanding of traditional CRM.

1999: Market consolidation, mobile CRM applications, e-CRM popularity

Competition intensifies and a natural process of market consolidation begins: The largest deal is the purchase of the PeopleSoft vendor Vantive.

Siebel releases Siebel Sales Handheld, one of the first mobile CRM applications. In subsequent years, Oracle, SAP and PeopleSoft also begin to offer similar functionality.

A wave of popularity of the so-called e-CRM, for example, Broadbase, Kana and Silknet, is growing, which will further pave the way for the development of interactive CRM services.

Salesforce.com enters the market as the first vendor of Software-as-a-Service (SaaS) CRM. Initially, this decision was perceived by many as a "toy" for small businesses. However, the capabilities of the system increased and over time it began to seriously compete with industry leaders like Siebel Systems.

Telecommunications giant Nortel bought Clarify, a leading provider of call center solutions. The combination turned out to be lifesaving for Nortel's distressed network business. Clarify was eventually acquired by Amdocs.

1998: CRM increase functionality

Siebel buys Scopus, adding to the most powerful sales automation platform the strongest solution on the market for call centers. It becomes clear that the focus of attention in the market is shifting to complex solutions that cover not only the sales area, but also the service, as well as marketing activity.

At the same time, SAP is aggressively invading the CRM market by establishing SAP Labs specifically for research and development in this area. A battle is coming for the CRM market between Siebel and the largest ERP vendors.

1997: ERP vendors attack front office

Oracle enters the CRM market with Oracle Sales and Marketing (OSM). In addition, ERP vendor Baan acquires a specialized developer Aurum.

1995: The term "Customer Relationship Management" appeared

The term "customer relationship management" (CRM) is becoming one of the most popular terms for front office applications. Some experts used the abbreviations CIS (customer information system) and CIM (customer information management), but in the end it was the definition of CRM that took root.

1993: Siebel enters the market

Tom Siebel founded Siebel Systems, which in a short time becomes the dominant SFA player. Previously, Saybel headed Oracle, which is responsible for marketing and creating sales automation programs. He tried to offer his product to Oracle head Larry Ellison for purchase, but here he did not see anything interesting in it.

1990s: Sales Management + Contact Management

Contact management becomes part of sales force automation (SFA) processes, innovative solutions such as Saratoga Systems and Brock Systems enter the market. These systems automated the standard sales process, which allowed you to monitor transactions and monitor their effectiveness.

1986-1987: First software for contact management

Pat Sullivan and Mike Muhney founded Conductor Software in 1986. The first product of this company, ACT!, was released in 1987 and was positioned as a unique contact management application.

Notes