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)
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%.
Rank | Vendor | 2019 Cloud CRM Apps Vendors, $M | 2020 Cloud CRM Apps Vendors, $M | Growth, % | 2020 Market Share, % | Recent Developments |
---|---|---|---|---|---|---|
1 | Salesforce | Subscribe | Subscribe | 19.3% | Subscribe | The 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. |
2 | Microsoft | Subscribe | Subscribe | 30.0% | Subscribe | More 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. Try Microsoft Apps. |
3 | SAP | Subscribe | Subscribe | 20.0% | Subscribe | SAP 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. |
4 | Adobe | Subscribe | Subscribe | 21.5% | Subscribe | Adobe 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. |
5 | Oracle | Subscribe | Subscribe | 30.0% | Subscribe | In 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. |
6 | Zendesk | Subscribe | Subscribe | 25.9% | Subscribe | In 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. |
7 | HubSpot | Subscribe | Subscribe | 29.3% | Subscribe | As of December 31, 2020, HubSpot had 103,994 total customers of varying sizes in more than 120 countries. Try HubSpot CRM |
8 | Veeva | Subscribe | Subscribe | 29.2% | Subscribe | As 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. |
9 | Nice Ltd. | Subscribe | Subscribe | 30.0% | Subscribe | NICE 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. |
10 | Zoho | Subscribe | Subscribe | 15.1% | Subscribe | Zoho has more than 360,000 customers worldwide and recently its subscriber base has exceeded 60 million. |
Subtotal | Subscribe | Subscribe | 22.2% | Subscribe | Subscribe | |
Other | Subscribe | Subscribe | -13.6% | Subscribe | Subscribe | |
Total | Subscribe | Subscribe | 14.5% | 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, Aurea, Avaya Inc., Backbase, Bazaarvoice, Blackbaud, Capillary Technologies, CAS Software AG, CDK Global, Cision, Constant Contact, Constellation Software Inc., Cox Automotive, Creatio, CSG Systems International, Deluxe Corporation, eGain Corporation, Enghouse Interactive Inc., Fiserv, Five9, Freshworks (formerly Freshdesk), Hansen Technologies, Hootsuite, HubSpot, IBM, Infor, InMoment, Intense Technologies, IQVIA, Keap, Khoros, Knowlarity Communications Pvt. Ltd., Listrak, LiveChat Inc., LivePerson Inc., Marin Software, Maropost, Maximizer Software Inc., Medallia, Meltwater Group, Mitel, NCR Corporation, Operative, Puzzel, Quadient, Reynolds and Reynolds Company, RingCentral, Sage, SAS Institute, Selligent Marketing Cloud, ServiceSource, Sprinklr, SugarCRM, Talkdesk, Thunderhead, TTEC, Twilio, Vocalcom, Vonage, Wunderkind (formerly BounceX), 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 CRM Segments and Categories
- 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.
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.
Customer | Industry | Empl. | Revenue | Country | New Product |
---|---|---|---|---|---|
3M Company | Manufacturing | 96163 | $32.76B | United States | Salesforce Sales Cloud |
Altria Group | Consumer Packaged Goods | 7300 | $19.80B | United States | Salesforce Sales Cloud |
Ameren Corporation | Utilities | 9323 | $5.91B | United States | Salesforce Sales Cloud |
Archer-Daniels-Midland Company | Consumer Packaged Goods | 38100 | $64.66B | United States | Salesforce Sales Cloud |
Bausch Health | Manufacturing | 21100 | $8.38B | United States | Salesforce Sales Cloud |
Elsevier Life Science R&D Professional Services | Professional Services | 8100 | $3.51B | United States | Salesforce Sales Cloud |
GCP Applied Technologies | Construction and Real Estate | 2000 | $1.01B | United States | Salesforce Sales Cloud |
Medtronic | Life Sciences | 90000 | $28.91B | United States | Salesforce Sales Cloud |
Pictet Wealth Management | Banking and Financial Services | 590 | $1.00B | Switzerland | Salesforce Sales Cloud |
Ameren Corporation | Utilities | 9323 | $5.91B | United States | Salesforce Marketing Cloud |
Anthem, Inc. | Insurance | 70600 | $104.20B | United States | Salesforce Marketing Cloud |
Blue Buffalo Co, General Mills Company | Consumer Packaged Goods | 1700 | $319.0M | United States | Salesforce Marketing Cloud |
BMW Group | Manufacturing | 133778 | $117.71B | Germany | Salesforce Marketing Cloud |
Fenwick | Retail | 2000 | $500.0M | United Kingdom | Salesforce Marketing Cloud |
ACI Worldwide | Professional Services | 5000 | $1.05B | United States | Salesforce Service Cloud |
Bank of America Corporation | Banking and Financial Services | 211000 | $91.24B | United States | Salesforce Service Cloud |
Barclays Plc | Banking and Financial Services | 79900 | $18.93B | United Kingdom | Salesforce Service Cloud |
Dow Jones | Professional Services | 4800 | $1.50B | United States | Salesforce Service Cloud |
E-Trade Financial Corporation | Banking and Financial Services | 4100 | $2.89B | United States | Salesforce Service Cloud |
Aery Aviation | Professional Services | 80 | $10.0M | United States | Microsoft Dynamics 365 Customer Engagement |
Anima Holding | Education | 3800 | $285.0M | Brazil | Microsoft Dynamics 365 Customer Engagement |
Cedar Fair | Leisure and Hospitality | 2600 | $1.47B | United States | Microsoft Dynamics 365 Customer Engagement |
Masonite International Corporation | Manufacturing | 10500 | $2.26B | United States | Microsoft Dynamics 365 Customer Engagement |
Farmacity | Retail | 6600 | $690.0M | Argentina | Microsoft Dynamics 365 for Customer Service |
Mario Hernández | Retail | 500 | $50.0M | Colombia | Microsoft Dynamics 365 for Customer Service |
Metro Bank | Banking and Financial Services | 3500 | $603.0M | United Kingdom | Microsoft Dynamics 365 for Customer Service |
24 Hour Fitness | Leisure and Hospitality | 22000 | $1.44B | United States | Microsoft Dynamics 365 Sales |
Michael Hill | Retail | 2600 | $403.0M | Australia | Microsoft Dynamics 365 Sales |
Nexans | Manufacturing | 22182 | $7.99B | France | Microsoft Dynamics 365 Sales |
SAGE Publishing | Professional Services | 2000 | $90.0M | United States | Microsoft Dynamics 365 Sales |
The Miami Heat | Media | 1000 | $445.0M | United States | Microsoft Dynamics 365 Sales |
ELIS | Professional Services | 2000 | $420.0M | Germany | SAP C/4 HANA |
Fresenius Medical Care | Healthcare | 60000 | $8.00B | United States | SAP C/4 HANA |
Henkel | Manufacturing | 50000 | $24.25B | Germany | SAP C/4 HANA |
Robert Bosch Power Tools GmbH | Manufacturing | 20000 | $4.97B | Germany | SAP C/4 HANA |
Southern California Edison | Utilities | 12937 | $1.23B | United States | SAP C/4 HANA |
Thrush Aircraft | Professional Services | 285 | $28.0M | United States | SAP C/4 HANA |
Office Depot Europe B.V. | Professional Services | 6500 | $11.60B | Netherlands | SAP C/4 HANA |
Atlas Copco North America LLC | Professional Services | 600 | $317.0M | United Kingdom | SAP Cloud for Customer |
Croda International plc | Life Sciences | 4580 | $1.80B | United Kingdom | SAP Cloud for Customer |
Friedhelm Loh Group | Manufacturing | 12500 | $2.82B | Germany | SAP Cloud for Customer |
Grupo Q | Automotive | 2400 | $500.0M | El Salvador | SAP Cloud for Customer |
Emmi Group | Consumer Packaged Goods | 6045 | $3.56B | Switzerland | SAP Marketing Cloud |
FC Bayern Munich | Leisure and Hospitality | 1000 | $813.0M | Germany | SAP Marketing Cloud |
SEA Group | Transportation | 2900 | $812.0M | Italy | SAP Marketing Cloud |
Spinneys | Retail | 2000 | $580.0M | United Arab Emirates | SAP Marketing Cloud |
Dell | Professional Services | 157000 | $90.60B | United States | Adobe Advertising Cloud |
Hagerty | Automotive | 750 | $200.0M | United States | Adobe Advertising Cloud |
ServiceNow | Professional Services | 11000 | $3.46B | United States | Adobe Advertising Cloud |
Altria Group | Consumer Packaged Goods | 7300 | $19.80B | United States | Adobe Experience Cloud |
Centene Corporation | Healthcare | 56600 | $74.64B | United States | Adobe Experience Cloud |
Morgan Stanley Wealth Management | Banking and Financial Services | 25000 | $17.74B | United States | Adobe Experience Cloud |
Navistar International Corporation | Automotive | 12300 | $11.25B | United States | Adobe Experience Cloud |
NV Nuon Energy | Banking and Financial Services | 4800 | $4.15B | Netherlands | Adobe Experience Cloud |
Princess Cruises | Leisure and Hospitality | 30000 | $422.9M | United States | Adobe Experience Cloud |
American Cancer Society | Non Profit | 4000 | $800.0M | United States | Adobe Marketing Cloud (ex Omniture) |
Channel 4 | Media | 819 | $979.0M | United Kingdom | Adobe Marketing Cloud (ex Omniture) |
JPMorgan Chase & Co. | Banking and Financial Services | 256358 | $115.63B | United States | Adobe Marketing Cloud (ex Omniture) |
American Electric Power Company, Inc. | Utilities | 17666 | $15.56B | United States | Oracle CX Cloud |
Blue Nile | Retail | 450 | $500.0M | United States | Oracle CX Cloud |
Corporate Synergies (CSG) | Manufacturing | 300 | $80.0M | United States | Oracle CX Cloud |
Equinix, Inc. | Professional Services | 8378 | $5.56B | United States | Oracle CX Cloud |
Fanatics inc | Retail | 2000 | $2.20B | United States | Oracle CX Cloud |
Unisys | Professional Services | 20800 | $2.95B | United States | Oracle CX Cloud |
YMCA of Silicon Valley | Non Profit | 3400 | $500.0M | United States | Oracle CX Cloud |
Deloitte | Professional Services | 312000 | $47.60B | United Kingdom | Oracle Eloqua |
Veritiv Corp | Manufacturing | 8000 | $7.66B | United States | Oracle Eloqua |
Bestseller | Retail | 17000 | $3.56B | Denmark | Zendesk Service |
Box | Professional Services | 2046 | $696.0M | United States | Zendesk Service |
Nextiva | Professional Services | 1000 | $200.0M | United States | Zendesk Service |
Fiverr | Professional Services | 5600 | $1.20B | United States | Zendesk Service |
CarParts.com | Retail | 843 | $280.0M | United States | Zendesk Sell |
Eventplicity, Inc | Professional Services | 170 | $26.0M | United States | Zendesk Sell |
Grupo Basica | Construction and Real Estate | 140 | $10.0M | Mexico | Zendesk Sell |
TapMango | Media | 50 | $6.0M | Canada | Zendesk Sell |
Chab Pte Ltd | Professional Services | 50 | $4.0M | Singapore | Hubspot CRM |
Experian | Professional Services | 17800 | $5.18B | United Kingdom | Hubspot CRM |
Lendio | Banking and Financial Services | 270 | $35.0M | United States | Hubspot CRM |
Rock Content | Professional Services | 400 | $25.0M | Brazil | Hubspot CRM |
Varonis | Professional Services | 1880 | $235.0M | United States | Hubspot CRM |
World Options | Professional Services | 150 | $30.0M | United Kingdom | Hubspot CRM |
Bayer | Oil, Gas and Chemicals | 40000 | $16.00B | United States | Veeva CRM |
EVER Pharma | Life Sciences | 850 | $100.0M | Poland | Veeva CRM |
Pharmascience | Life Sciences | 1650 | $700.0M | Canada | Veeva CRM |
Santhera Pharmaceuticals | Life Sciences | 106 | $23.0M | Switzerland | Veeva CRM |
City Furniture | Retail | 1500 | $200.0M | United States | NICE inContact CXone Cloud CX Platform |
DentalPlans.com | Healthcare | 150 | $30.0M | United States | NICE inContact CXone Cloud CX Platform |
Expivia Interaction Marketing Group | Professional Services | 500 | $50.0M | United States | NICE inContact CXone Cloud CX Platform |
MoneyGram International Inc | Banking and Financial Services | 2436 | $1.45B | United States | NICE inContact CXone Cloud CX Platform |
MoneyGram International, Inc. | Banking and Financial Services | 2436 | $1.45B | United States | NICE inContact CXone Cloud CX Platform |
SCC | Professional Services | 7000 | $2.89B | United Kingdom | NICE inContact CXone Cloud CX Platform |
TruGreen, Inc | Professional Services | 14000 | $1.40B | United States | NICE inContact CXone Cloud CX Platform |
Asurion | Insurance | 17000 | $6.00B | United States | NICE Real-Time Service Optimization |
Telefónica | Communications | 117347 | $54.36B | Spain | NICE Real-Time Service Optimization |
Metso Automation USA, Inc. | OIl, Gas and Chemicals | 15000 | $4.04B | Finland | NICE Satmetrix |
Amiad | Manufacturing | 520 | $114.0M | Israel | Zoho CRM |
Aquaworld | Leisure and Hospitality | 47 | $3.0M | Mexico | Zoho CRM |
Bernard Health | Insurance | 75 | $7.0M | United States | Zoho CRM |
MVA | Professional Services | 400 | $45.0M | Argentina | Zoho CRM |
Revision Energy | Oil, Gas and Chemicals | 300 | $40.0M | United States | Zoho CRM |
Girl Guides of Canada | Non Profit | 500 | $60.0M | Canada | Zoho Desk |
FABERNOVEL | Professional Services | 500 | $54.0M | France | Zoho 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.