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.
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 Cloud Apps 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.|
|3||SAP||Subscribe||Subscribe||20.0%||Subscribe||Since the announcement of SAP C/4HANA in June 2018, SAP has seen enormous interest in SAP Customer Experience solutions. More than 10,000 customers are using either the entire SAP C/4HANA 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. Oracle also acquired Crowdtwist for its customer loyalty applications last October. Oracle has about 8,000 Oracle CX Cloud 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.|
|8||Veeva||Subscribe||Subscribe||20.0%||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.|
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.
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, April 2021
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.
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.