In 2019, the top 10 Cloud CRM software vendors accounted for nearly 71.5% of the global Cloud CRM applications market which grew 17.5% to approach nearly $25.5 billion in subscription revenues.
We ask the simple question: Who’s buying Cloud CRM applications from whom and why? And we provide the answers – supported by decades of research – to our clients around the world. (Sample from our Apps Database)
Through our forecast period, the Cloud CRM applications market size is expected to reach $31.5 billion by 2024, compared with $25.5 billion in 2019 at a compound annual growth rate of 4.3%.
|Rank||Vendor||2017 Cloud CRM Apps Revenues, $M||2018 Cloud CRM Apps Revenues, $M||2019 Cloud CRM Apps Revenues, $M||YoY Growth, %||2019 Cloud CRM Apps Market Share, %||Recent Developments|
|1||Salesforce||Subscribe||Subscribe||Subscribe||19%||40%||In 2019, Salesforce unveiled Manufacturing Cloud and Consumer Goods Cloud, a pair of new products designed to unify market data from disparate sources in order to maximize revenue while improving customer satisfaction in strategic verticals.|
|2||Microsoft||Subscribe||Subscribe||Subscribe||36%||11%||Microsoft’s CRM strategy now extends beyond Dynamics 365 to cover Teams for collaboration, Office 365 for content and ERP for back-office integration.|
|3||SAP||Subscribe||Subscribe||Subscribe||110%||5%||With its $8B purchase, SAP acquired Qualtrics for survey and experience management apps. Later, Qualtrics and SAP introduced four CustomerXM solutions for SAP C/4HANA suite, which is now being led by Bob Stutz, the former head of Salesforce Marketing Cloud.|
|4||Adobe||Subscribe||Subscribe||Subscribe||27%||4%||Adobe acquired Marketo for marketing automation and Magento for eCommerce as it pivots from content to CRM. In its latest quarter, Adobe’s Digital Experience revenues including mostly CRM products grew 24%.|
|5||Oracle||Subscribe||Subscribe||Subscribe||40%||3%||Oracle Digital Assistant is reshaping its CX offerings by enabling conversational AI for retailers to engage with customers using voice commands.|
|6||Zendesk||Subscribe||Subscribe||Subscribe||35%||3%||Zendesk expanded its target market from customer service to the broader customer management market with a CRM platform called Zendesk Sunshine and sales force automation tool Zendesk Sell.|
|7||HubSpot||Subscribe||Subscribe||Subscribe||32%||3%||HubSpot acquired PieSync to position itself as the fastest-growing real-time intelligent customer data synchronization platform.|
|8||Veeva||Subscribe||Subscribe||Subscribe||10%||2%||Veeva acquired Crossix and Physicians World, adding new solutions to Veeva Commercial Cloud. Veeva also introduced Veeva Andi, a new artificial intelligence (AI) application that embeds tailored insights and suggestions right in Veeva CRM for intelligent customer engagement.|
|9||Zoho||Subscribe||Subscribe||Subscribe||30%||1%||After 24 years of blistering growth by securing 400K+ paid customers and over 51.3M registered users, Zoho is showing no signs of slowing down by expanding Zoho One, its all-encompassing CRM solution suite that includes enhanced BI, collaboration and search capabilities.|
|10||Nice Ltd.||Subscribe||Subscribe||Subscribe||25%||1%||In July 2019 NICE inContact revealed its latest innovations that bring outcome-oriented results, enhanced collaboration and continuous engagement with CXsuccess customer services for its flagship CXone product.|
Source: Apps Run The World, February 2020
Other Cloud CRM software providers included in the report are: 8×8, ACI Worldwide, Act-On Software, AdRoll, Amdocs, Ameyo, Apttus, Aspect Software, Aurea, Avaya Inc., Backbase, Bazaarvoice, Blackbaud, BounceX, Capillary Technologies, CAS Software AG, CDK Global, Cision, Clarabridge, Constant Contact, Constellation Software Inc., Cox Automotive, Creatio (formerly bpm’online), CSG Systems International, DealerSocket, Deluxe Corporation, eGain Corporation, Emarsys, Enghouse Interactive Inc., Fiserv, Five9, Freshworks (formerly Freshdesk), Hansen Technologies, Hootsuite, HubSpot, IBM, Infor, InMoment, InsideSales.com, Intense Technologies, IQVIA, Keap, Khoros, Knowlarity Communications Pvt. Ltd., Listrak, LiveChat Inc., LiveOps, LivePerson Inc., LogMeIn, Marin Software, Maropost, Maximizer Software Inc., Medallia, Meltwater Group, Mitel, NCR Corporation, Noble Systems, Nuance Communications Inc., Operative, Puzzel, Quadient, Reynolds and Reynolds Company, RingCentral, Rubicon Project, Sage, SAS Institute, Selligent Marketing Cloud, Serenova, ServiceSource, Sprinklr, SugarCRM, Swiftpage, Talkdesk, Thunderhead, TTEC, Twilio, Unify Software and Solutions GmbH & Co. KG., Veeva Systems Inc., Vocalcom, Vonage, and others.
Custom data cuts related to the Cloud CRM Applications market are available:
- Top 200+ Cloud CRM Applications Vendors and Market Forecast 2019-2024
- 2019 CRM Cloud Applications Market By Industry (21 Verticals)
- 2019 CRM Cloud Applications Market By Functional Market (16 Markets)
- 2019 CRM Cloud Applications Market By Country (USA + 45 countries)
- 2019 CRM Cloud Applications Market By Region (Americas, EMEA, APAC)
- 2019 CRM Cloud Applications Market By Revenue Type
- 2018 CRM Cloud Applications Market By Customer Size (revenue, employee count, asset)
- 2018 CRM Cloud Applications Market By Channel (Direct vs Direct)
- 2018 CRM Cloud Applications Market By Product
Exhibit 4 shows the enterprise applications market by functional area. The highest growth functional markets revolve around smaller segments like Analytics and BI, Collaboration, eCommerce, PPM and TRM, where first movers remain less established than those that for decades have been entrenched in functional areas like Content Management and CRM.
Cloud CRM Win/Loss Analysis As Part Of Enterprise Applications Buyer Insight Customer Database
On the buyer side, customers are investing in Cloud CRM systems based on new features and capabilities that are expected to replace their existing legacy systems. In many cases, competitive upgrades and replacements that could have a profound impact on future market-share changes will become more widespread.
Since 2010, our global team of researchers has been studying the patterns of the latest Cloud CRM software purchases by customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Updated continuously, our database features extensive Cloud CRM win/loss analysis. Each year our research team identifies tens of thousands of these customer wins and losses from public and proprietary sources.
The research results are being incorporated into regular updates in our Enterprise Applications Buyer Insight Customer Database. You can access the Quarterly Win/Loss Analysis Scoreboard and our Enterprise Applications Buyer Insight Customer Database by becoming a subscriber.
Source: Apps Run The World, February 2020
An expanded version of this report covers the top 200+ Cloud CRM Software vendors, offering in-depth analysis of the market dynamics, vendors’ Strengths, Customers, Opportunities, Risks and Ecosystems as well as their ability to gain Shares (SCORES) within their respective space. We also offer win-loss analysis of the quarterly wins of these top vendors and whether incumbents and upstarts pose any real threat to their standing amid shifting market requirements and user preferences.
More Enterprise Applications Research Findings
Based on the latest annual survey of 3,000+ enterprise software vendors, Apps Run The World is releasing a number of dedicated reports, which profile the world’s 500 largest Enterprise Applications Vendors (Apps Top 500) and the world’s 500 largest Cloud Applications Vendors (Cloud Top 500) ranked by their 2015-2018 product revenues.
Their 2018 results are being broken down, sorted and ranked across 16 functional areas (from Analytics to Treasury and Risk Management) and by 21 vertical industries(from Aerospace to Utility), as shown in our Taxonomy. Further breakdowns by subvertical, country, company size, etc. are available as custom data cuts per special request.
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 one million records on the enterprise software landscape of over 100,000 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.