Top 10 Cloud CRM Software Vendors, Market Size and Forecast 2020-2025

Worldwide Cloud CRM Applications Market to reach $34.5 billion by 2025, compared with $29.2 billion in 2020 at a compound annual growth rate of 3.4%.

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In 2020, the top 10 Cloud CRM software vendors accounted for nearly 83% of the global  Cloud CRM applications market which grew 14.5% to approach nearly $29.2 billion in subscription revenues.

In 2020, Salesforce led the pack with a 48.4% market share riding on a 19.3% jump in Cloud CRM revenues. Microsoft was #2, followed by SAP, Adobe and Oracle.

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)

Top 10 Cloud CRM Software Vendors v1
Exhibit 1 – 2020 Cloud CRM Applications Market Shares Split By Top 10 ApplCloud CRM Vendors and Others

Through our forecast period, the Cloud CRM applications market size is expected to reach $34.5 billion by 2025, compared with $29.2 billion in 2020 at a compound annual growth rate of 3.4%.

RankVendor2019 Cloud CRM Apps Vendors, $M2020 Cloud CRM Apps Vendors, $MGrowth, %2020 Market Share, %Recent Developments
1Salesforce Subscribe Subscribe19.3% SubscribeThe acquisition of Tableau added 86,000 customers to Salesforce’s current base of 150,000 accounts. In 2020, Tableau contributed $1.5 billion to Salesforce’s revenues in its fiscal 2021. Salesforce’s planned purchase of Slack will also add new chat-based capabilities to its CRM offerings, replacing Chatter.
2Microsoft Subscribe Subscribe30.0% SubscribeMore than 3,000 companies worldwide have already automated their business and attracted millions of customers thanks to Microsoft Dynamics 365 CRM systems. On the on-premise side, Microsoft Dynamics CRM currently has over 40,000 customers and 4.4 million users.
3SAP Subscribe Subscribe20.0% SubscribeSAP has seen enormous interest in SAP Customer Experience solutions. More than 10,000 customers are using either the entire SAP CX suite, or key modules for customer experience management.
4Adobe Subscribe Subscribe21.5% SubscribeAdobe continues to flourish thanks to its burgeoning cloud subscription services, especially those from Marketo for marketing automation, which it acquired in 2018. Recurring revenue from subscriptions represented 90% of the company’s total revenue in 2020 of $11.6 billion.
5Oracle Subscribe Subscribe30.0% SubscribeIn FY20, Oracles beefed up its CX applications by improving their performance with the use of Oracle Autonomous Database, the new Oracle Redwood interface, as well as the Oracle Cloud Infrastructure and Oracle Advertising (formerly Oracle Data Cloud). Oracle also acquired Crowdtwist for its customer loyalty applications last October. Oracle has about 8,000 Oracle Advertising and Customer Experience Cloud (CX) customers, including 3,500 that it picked up from acquisitions of Eloqua (1,000), Responsys (500), RightNow (2,000) and a string of smaller ones like Bluekai, Vitrue and Grapeshot since 2012.
6Zendesk Subscribe Subscribe25.9% SubscribeIn 2019, Zendesk had 157,000 paid customer accounts, including approximately 81,200 paid customer accounts on Support, approximately 42,600 paid customer accounts on Chat, and approximately 33,200 paid customer accounts on other products.
7HubSpot Subscribe Subscribe29.3% SubscribeAs of December 31, 2020, HubSpot had 103,994 total customers of varying sizes in more than 120 countries.
8Veeva Subscribe Subscribe29.2% SubscribeAs of January 31, 2020, 2019, and 2018, Veeva served 861, 719, and 625 customers, respectively. As of January 31, 2020 and 2019, Veeva had 390 and 335 Veeva Commercial Cloud customers, respectively, and 715 and 574 Veeva Vault customers, respectively.
9Nice Ltd. Subscribe Subscribe30.0% SubscribeNICE serves over 25,000 organizations in the enterprise, financial and security sectors. With over 2,000 call center deployments, inContact is used by 155,000 agents globally. It manages 6 billion interactions per year.
10Zoho Subscribe Subscribe15.1% SubscribeZoho has more than 360,000 customers worldwide and recently its subscriber base has exceeded 60 million.
Subtotal Subscribe Subscribe22.2% Subscribe Subscribe
Other Subscribe Subscribe-13.6% Subscribe Subscribe
Total Subscribe Subscribe14.5% Subscribe Subscribe

Source: Apps Run The World, April 2021

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 2020-2025
  • 2020 CRM Cloud Applications Market By Industry (21 Verticals)
  • 2020 CRM Cloud Applications Market By Functional Market (16 Markets)
  • 2020 CRM Cloud Applications Market By Country (USA + 45 countries)
  • 2020 CRM Cloud Applications Market By Region (Americas, EMEA, APAC)
  • 2020 CRM Cloud Applications Market By Revenue Type
  • 2020 CRM Cloud Applications Market By Customer Size (revenue, employee count, asset)
  • 2020 CRM Cloud Applications Market By Channel (Direct vs Direct)
  • 2020 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.

Exhibit 4 - Worldwide Cloud Based Enterprise Applications Market Forecast 2020-2025, By Functional Market, $M
Exhibit 4 – Worldwide Cloud Based Enterprise Applications Market Forecast 2020-2025, By Functional Market, $M

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.

CustomerIndustryEmpl.RevenueCountryNew Product
3M CompanyManufacturing96163$32.76BUnited StatesSalesforce Sales Cloud
Altria GroupConsumer Packaged Goods7300$19.80BUnited StatesSalesforce Sales Cloud
Ameren CorporationUtilities9323$5.91BUnited StatesSalesforce Sales Cloud
Archer-Daniels-Midland CompanyConsumer Packaged Goods38100$64.66BUnited StatesSalesforce Sales Cloud
Bausch HealthManufacturing21100$8.38BUnited StatesSalesforce Sales Cloud
Elsevier Life Science R&D Professional ServicesProfessional Services8100$3.51BUnited StatesSalesforce Sales Cloud
GCP Applied TechnologiesConstruction and Real Estate2000$1.01BUnited StatesSalesforce Sales Cloud
MedtronicLife Sciences90000$28.91BUnited StatesSalesforce Sales Cloud
Pictet Wealth ManagementBanking and Financial Services590$1.00BSwitzerlandSalesforce Sales Cloud
Ameren CorporationUtilities9323$5.91BUnited StatesSalesforce Marketing Cloud
Anthem, Inc.Insurance70600$104.20BUnited StatesSalesforce Marketing Cloud
Blue Buffalo Co, General Mills CompanyConsumer Packaged Goods1700$319.0MUnited StatesSalesforce Marketing Cloud
BMW GroupManufacturing133778$117.71BGermanySalesforce Marketing Cloud
FenwickRetail2000$500.0MUnited KingdomSalesforce Marketing Cloud
ACI WorldwideProfessional Services5000$1.05BUnited StatesSalesforce Service Cloud
Bank of America CorporationBanking and Financial Services211000$91.24BUnited StatesSalesforce Service Cloud
Barclays PlcBanking and Financial Services79900$18.93BUnited KingdomSalesforce Service Cloud
Dow JonesProfessional Services4800$1.50BUnited StatesSalesforce Service Cloud
E-Trade Financial CorporationBanking and Financial Services4100$2.89BUnited StatesSalesforce Service Cloud
Aery AviationProfessional Services80$10.0MUnited StatesMicrosoft Dynamics 365 Customer Engagement
Anima HoldingEducation3800$285.0MBrazilMicrosoft Dynamics 365 Customer Engagement
Cedar FairLeisure and Hospitality2600$1.47BUnited StatesMicrosoft Dynamics 365 Customer Engagement
Masonite International CorporationManufacturing10500$2.26BUnited StatesMicrosoft Dynamics 365 Customer Engagement
FarmacityRetail6600$690.0MArgentinaMicrosoft Dynamics 365 for Customer Service
Mario HernándezRetail500$50.0MColombiaMicrosoft Dynamics 365 for Customer Service
Metro BankBanking and Financial Services3500$603.0MUnited KingdomMicrosoft Dynamics 365 for Customer Service
24 Hour FitnessLeisure and Hospitality22000$1.44BUnited StatesMicrosoft Dynamics 365 Sales
Michael HillRetail2600$403.0MAustraliaMicrosoft Dynamics 365 Sales
NexansManufacturing22182$7.99BFranceMicrosoft Dynamics 365 Sales
SAGE PublishingProfessional Services2000$90.0MUnited StatesMicrosoft Dynamics 365 Sales
The Miami HeatMedia1000$445.0MUnited StatesMicrosoft Dynamics 365 Sales
ELISProfessional Services2000$420.0MGermanySAP C/4 HANA
Fresenius Medical CareHealthcare60000$8.00BUnited StatesSAP C/4 HANA
HenkelManufacturing50000$24.25BGermanySAP C/4 HANA
Robert Bosch Power Tools GmbHManufacturing20000$4.97BGermanySAP C/4 HANA
Southern California EdisonUtilities12937$1.23BUnited StatesSAP C/4 HANA
Thrush AircraftProfessional Services285$28.0MUnited StatesSAP C/4 HANA
Office Depot Europe B.V.Professional Services6500$11.60BNetherlandsSAP C/4 HANA
Atlas Copco North America LLCProfessional Services600$317.0MUnited KingdomSAP Cloud for Customer
Croda International plcLife Sciences4580$1.80BUnited KingdomSAP Cloud for Customer
Friedhelm Loh GroupManufacturing12500$2.82BGermanySAP Cloud for Customer
Grupo QAutomotive2400$500.0MEl SalvadorSAP Cloud for Customer
Emmi GroupConsumer Packaged Goods6045$3.56BSwitzerlandSAP Marketing Cloud
FC Bayern MunichLeisure and Hospitality1000$813.0MGermanySAP Marketing Cloud
SEA GroupTransportation2900$812.0MItalySAP Marketing Cloud
SpinneysRetail2000$580.0MUnited Arab EmiratesSAP Marketing Cloud
DellProfessional Services157000$90.60BUnited StatesAdobe Advertising Cloud
HagertyAutomotive750$200.0MUnited StatesAdobe Advertising Cloud
ServiceNowProfessional Services11000$3.46BUnited StatesAdobe Advertising Cloud
Altria GroupConsumer Packaged Goods7300$19.80BUnited StatesAdobe Experience Cloud
Centene CorporationHealthcare56600$74.64BUnited StatesAdobe Experience Cloud
Morgan Stanley Wealth ManagementBanking and Financial Services25000$17.74BUnited StatesAdobe Experience Cloud
Navistar International CorporationAutomotive12300$11.25BUnited StatesAdobe Experience Cloud
NV Nuon EnergyBanking and Financial Services4800$4.15BNetherlandsAdobe Experience Cloud
Princess CruisesLeisure and Hospitality30000$422.9MUnited StatesAdobe Experience Cloud
American Cancer SocietyNon Profit4000$800.0MUnited StatesAdobe Marketing Cloud (ex Omniture)
Channel 4Media819$979.0MUnited KingdomAdobe Marketing Cloud (ex Omniture)
JPMorgan Chase & Co.Banking and Financial Services256358$115.63BUnited StatesAdobe Marketing Cloud (ex Omniture)
American Electric Power Company, Inc.Utilities17666$15.56BUnited StatesOracle CX Cloud
Blue NileRetail450$500.0MUnited StatesOracle CX Cloud
Corporate Synergies (CSG)Manufacturing300$80.0MUnited StatesOracle CX Cloud
Equinix, Inc.Professional Services8378$5.56BUnited StatesOracle CX Cloud
Fanatics incRetail2000$2.20BUnited StatesOracle CX Cloud
UnisysProfessional Services20800$2.95BUnited StatesOracle CX Cloud
YMCA of Silicon ValleyNon Profit3400$500.0MUnited StatesOracle CX Cloud
DeloitteProfessional Services312000$47.60BUnited KingdomOracle Eloqua
Veritiv CorpManufacturing8000$7.66BUnited StatesOracle Eloqua
BestsellerRetail17000$3.56BDenmarkZendesk Service
BoxProfessional Services2046$696.0MUnited StatesZendesk Service
NextivaProfessional Services1000$200.0MUnited StatesZendesk Service
FiverrProfessional Services5600$1.20BUnited StatesZendesk Service
CarParts.comRetail843$280.0MUnited StatesZendesk Sell
Eventplicity, IncProfessional Services170$26.0MUnited StatesZendesk Sell
Grupo BasicaConstruction and Real Estate140$10.0MMexicoZendesk Sell
TapMangoMedia50$6.0MCanadaZendesk Sell
Chab Pte LtdProfessional Services50$4.0MSingaporeHubspot CRM
ExperianProfessional Services17800$5.18BUnited KingdomHubspot CRM
LendioBanking and Financial Services270$35.0MUnited StatesHubspot CRM
Rock ContentProfessional Services400$25.0MBrazilHubspot CRM
VaronisProfessional Services1880$235.0MUnited StatesHubspot CRM
World OptionsProfessional Services150$30.0MUnited KingdomHubspot CRM
BayerOil, Gas and Chemicals40000$16.00BUnited StatesVeeva CRM
EVER PharmaLife Sciences850$100.0MPolandVeeva CRM
PharmascienceLife Sciences1650$700.0MCanadaVeeva CRM
Santhera PharmaceuticalsLife Sciences106$23.0MSwitzerlandVeeva CRM
City FurnitureRetail1500$200.0MUnited StatesNICE inContact CXone Cloud CX Platform
DentalPlans.comHealthcare150$30.0MUnited StatesNICE inContact CXone Cloud CX Platform
Expivia Interaction Marketing GroupProfessional Services500$50.0MUnited StatesNICE inContact CXone Cloud CX Platform
MoneyGram International IncBanking and Financial Services2436$1.45BUnited StatesNICE inContact CXone Cloud CX Platform
MoneyGram International, Inc.Banking and Financial Services2436$1.45BUnited StatesNICE inContact CXone Cloud CX Platform
SCCProfessional Services7000$2.89BUnited KingdomNICE inContact CXone Cloud CX Platform
TruGreen, IncProfessional Services14000$1.40BUnited StatesNICE inContact CXone Cloud CX Platform
AsurionInsurance17000$6.00BUnited StatesNICE Real-Time Service Optimization
TelefónicaCommunications117347$54.36BSpainNICE Real-Time Service Optimization
Metso Automation USA, Inc.OIl, Gas and Chemicals15000$4.04BFinlandNICE Satmetrix
AmiadManufacturing520$114.0MIsraelZoho CRM
AquaworldLeisure and Hospitality47$3.0MMexicoZoho CRM
Bernard HealthInsurance75$7.0MUnited StatesZoho CRM
MVAProfessional Services400$45.0MArgentinaZoho CRM
Revision EnergyOil, Gas and Chemicals300$40.0MUnited StatesZoho CRM
Girl Guides of CanadaNon Profit500$60.0MCanadaZoho Desk
FABERNOVELProfessional Services500$54.0MFranceZoho Contact Manager

Source: Apps Run The World, April 2021

Further Readings

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 2015-2020 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.

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 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.