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""The Russian CRM solutions market is undergoing major changes. After the departure of Western vendors, it is actively growing with domestic solutions. Big business is cautiously approaching import substitution, and if it does not find a suitable analogue to foreign systems, it prefers to develop it on its own. How market participants assess its condition, what requirements customers have for software and what drives the market - in a new TAdviser review.
Estimates, Trends and Prospects
In the Russian CRM market, there is a global redistribution between foreign and Russian vendors. Some Russian developers today offer relatively cheap box CRM solutions, others prefer to sell and implement their products independently or with partners. Independent integrators of CRM solutions are moving more towards the development of CRM for the customer based on low-code platforms or open-source components than towards the implementation of Russian CRMs. Microservice architecture solutions are also widely used, where a unique set of modules and solutions is created for each customer.
According to some experts, over time this may lead to an increase in the number of vendors in the market and an expansion in the supply of CRM products for customers. In general, the companies formed plans for import substitution and began to actively choose partners. And the developers, under the influence of client requests, began to focus on the development and expansion of the functionality of their solutions.
According to TAdviser, market growth in 2022 slowed down to 8%, its volume reached 23.5 billion rubles. According to the preliminary results of 2023, the volume of the Russian CRM market will increase to 28.2 billion rubles. with a dynamics of 20%. More...
The leader in the rating of the largest suppliers of CRM systems in Russia in 2022 was the Lanit group of companies. Its revenue from the introduction of its own and third-party CRM amounted to 2.3 billion rubles. The top five also included the companies Digital Economy League, 1C-Rarus, Jet Infosystems and GlowByte.
TAdviser spoke with experts from the Russian CRM systems market and highlighted a number of technological trends that are relevant in 2023-2024. According to experts, customers need first of all the flexibility of systems and the ability to expand its functionality. Therefore, interest in microservice architecture and Low-code tools is growing. More...
Over the past year and a half in the CRM systems market, many customers have faced the fact that the terms of use of foreign systems are nearing completion, or that in the future there will be a disconnection from these systems. Customers whose business has remained in a more successful position, despite all the changes (international companies that have not left the Russian market). First of all, users of cloud versions of foreign CRM systems face difficulties. If the vendor had a fundamental opportunity to "land" the solution, then customers used it mainly. If not, they switched to domestic solutions. More...
According to the information on projects contained in the TAdviser database, over the past 4 years, CRM systems have been most often implemented in three industries - in trade, in the field of information technology and in the field of financial services. They account for more than 34% of all implemented projects known to TAdviser.
From 2020 to 2023, the TAdviser database was replenished with information on more than 1,400 projects. If we consider this data array from the point of view of CRM vendors, then we can single out the leading companies whose developments are most often implemented.
Most of the CRM projects during this period were implemented on the solutions of Creatio (Terrasoft). Other leading vendors are marked in the diagram below.
In total, over the entire observation period, TAdviser accumulated data on almost 5,000 CRM projects.