Customer Support Adoption Among the Global Top 100

This report delves into the adoption of Customer Support platforms by the Global Top 100 companies, both privately-held and publicly-traded, as ranked by size, including employee count and revenue metrics, such as those found in the Fortune 1000 and Global 2000 listings. We explore how these leading enterprises are leveraging Customer Support to pursue strategic goals and drive lasting benefits across various business functions.

The adoption of Customer Support within these top companies reveals significant investments in CRM technology, highlighting a broad and diverse approach. These organizations frequently partner with multiple vendors, integrating complementary CRM solutions to achieve their business objectives. This multi-vendor approach allows them to tailor CRM deployments that drive competitive advantages, operational efficiencies, and overall sustainability.

Our latest findings detail the software purchases related to Customer Support platforms among these top 100 enterprises, their technology investments span a range of CRM tools and solutions, underscoring the complexity of CRM adoption at this level.

Generative AI Vendors Among the Global Top 100

Salesforce currently holds a 58% market share in the Customer Support space, making it the leading provider among the Global Top 100, followed by Zendesk, Oracle, Microsoft, and LivePerson.

The insights derived from our research will empower marketers, product managers, and IT professionals to better understand the adoption trends shaping the future of Customer Support. These trends can potentially lead to significant shifts within the competitive landscape, impacting strategies and market positioning for years to come.

By monitoring these top enterprises and their technology choices, we equip our clients with the knowledge needed to anticipate changes and stay ahead in the rapidly transforming world of enterprise software and CRM innovation.

Custom data cuts related to the Customer Support Market are available:

• Top Customer Support Vendors, Market Size and Market Forecast 2023-2027
• Customer Support Market By Vertical Market (21 Industry)
• Customer Support Market By Country (USA + 45 countries)
• Customer Support Market By Region (Americas, EMEA, APAC)
• Customer Support Market By Customer Size (revenue, employee count, asset)
• Customer Support Market By Channel (Direct vs Indirect)
• Customer Support Market By Vendor or Product
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  Logo	Company	Industry	Employees	Revenue	Country	Evaluated

Global Top 100 adopting Customer Support Platforms

The influence of these top 100 organizations on the broader CRM market is profound, despite their representation of only a small segment of the digital transformations we track annually. These companies often serve as early adopters and trendsetters, shaping the future of CRM and driving innovations that impact the industry at large.

Our Buyer Insight Technographics Database provides a closer look at these major organizations, capturing the size and intricacy of their IT stacks, along with the frequency of their technology investments. This unique database reveals patterns in CRM adoption and highlights emerging trends, which are crucial for understanding the evolving landscape of Customer Support.

Our research team continuously tracks the adoption of various Customer Support platforms, drawing on both publicly available information, such as press releases and case studies, and proprietary data sources. Each quarter, we update our records to reflect new CRM implementations, providing clients with current and relevant insights into market shifts.

Here are the Global Top 100 companies and their adoption of Customer Support platforms

Source: APPS RUN THE WORLD, October 2024

Research Methodology

Each year our global team of researchers conduct an annual survey of thousands of enterprise software vendors by contacting them directly on their latest quarterly and annual revenues by country, functional area, and vertical market. We supplement their written responses with our own primary research to determine quarterly and yearly growth rates, In addition to customer wins to ascertain whether these are net new purchases or expansions of existing implementations.

Another dimension of our proactive research process is through continuous improvement of our customer database, which stores more than ten million software purchases and records on the enterprise software landscape of over 2 million organizations around the world.

The database provides customer insight and contextual information on what types of enterprise software systems and other relevant technologies are they running and their propensity to invest further with their current or new suppliers as part of their overall IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.

The result is a combination of supply-side data and demand-generation customer insight that allows our clients to better position themselves in anticipation of the next wave that will reshape the enterprise software marketplace for years to come.

• Global Top 100