Top 10 CRM Software Vendors and Market Forecast 2016-2021

Worldwide CRM Applications Market to reach $26.6 billion by 2021, compared with $24.2 billion in 2016 at a compound annual growth rate of 1.9%.

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In 2016, the top 10 CRM software vendors accounted for nearly 58% of the global CRM applications market which grew 2.1% to approach nearly $24.3 billion in license, maintenance and subscription revenues.

Last year Salesforce led the pack with a 26% market share and $6.3 billion in CRM product revenues, riding on a 21% jump in subscription revenues. In 2016, Oracle was No. 2, followed by SAP, Adobe Systems and Genesys in that order. In 2015, the standings of the top five were the same with Salesforce being No. 1, followed by Oracle, SAP, Adobe Systems and Microsoft.

Top 10 CRM Software Vendors & 2016 CRM Applications Market Shares, Apps Run The World, December 2017
Top 10 CRM Software Vendors & 2016 CRM Applications Market Shares, Apps Run The World, December 2017

Through our forecast period, the CRM applications market is expected to reach $26.6 billion by 2021, compared with $24.2 billion in 2016 at a compound annual growth rate of 1.9%.

Exhibit 2: Worldwide CRM Software Market 2016-2021 Forecast, $M
Year 2016 2021 2016-2021 CAGR, %
Total 24284 26647 1.9%

Source: Apps Run The World, December 2017

CRM Market Definitions And Forecast Assumptions

Customer Relationship Management includes applications for sales force automation, marketing automation, customer service and support management such as email automation. Social Media Management, Customer Experience Management, Activity and Participant Management are among some of the newly available CRM applications available via Cloud delivery.

As Salesforce aims to expand with price hikes, enlarged ecosystem and recommitment to its SFA roots, seismic shifts are driving a wedge among key vendors within customer service and marketing automation segments as restructuring moves dim outlook of incumbents.

Top 10 CRM Software Vendors

Here are the rankings of the top 10 CRM software vendors in 2016 and their market shares.

Rank Vendor 2015 CRM Apps Revenues, $M 2016 CRM Apps Revenues, $M 2016 CRM Apps YoY Growth 2016 CRM Market Share, % Recent Developments
1 Salesforce Subscribe Subscribe Subscribe Subscribe Focusing on migrating Classic users to Lightning user interface in order to deliver next-gen CRM experiences.
2 Oracle Subscribe Subscribe Subscribe Subscribe Expanding CX Cloud Suite with Adaptive Intelligent Apps by leveraging its Data Cloud.
3 SAP Subscribe Subscribe Subscribe Subscribe Hybris has gained traction at the expense of legacy CRM products.
4 Adobe Systems Subscribe Subscribe Subscribe Subscribe Seventy percent of top 500 customers run three or more apps from Experience Cloud.
5 Genesys Telecommunications Laboratories Subscribe Subscribe Subscribe Subscribe Acquired Interactive Intelligence to boost omnichannel customer experience.
6 Microsoft Subscribe Subscribe Subscribe Subscribe Microsoft Dynamics 365 now covers both CRM and ERP functionality.
7 Nice Systems Subscribe Subscribe Subscribe Subscribe Nice acquired InContact and Nexidia to shore up its contact center offerings.
8 Verint Systems Inc. Subscribe Subscribe Subscribe Subscribe Verint to revamp its call center software by adding AI capabilities in late 2017.
9 Pegasystems Subscribe Subscribe Subscribe Subscribe Pegasystems has carved out a CRM niche across different verticals.
10 IQVIA Subscribe Subscribe Subscribe Subscribe Formerly QuintilesIMS, IQVIA readies to take on Veeva under new branding.
Subtotal Subscribe Subscribe Subscribe Subscribe
Other Subscribe Subscribe Subscribe Subscribe
Total 23780 24284 2.1% 100.0%

Source: Apps Run The World, December 2017

Exhibit 4 shows the enterprise applications market by functional area. The highest growth functional markets revolve around smaller segments like eCommerce, Enterprise Performance Management, Sales Performance Management and Treasury and Risk, where first movers remain less established than those that for decades have been entrenched in functional areas like ERP, CRM and PLM.

Exhibit 4: Worldwide Enterprise Applications Market Forecast 2016-2021, By Functional Market, $M

Worldwide Enterprise Applications Market Forecast 2016-2021, By Functional Market, $M
Exhibit 4 Worldwide Enterprise Applications Market Forecast 2015-2020, By Functional Market, $M

CRM Win/Loss Analysis As Part Of Enterprise Applications Buyer Insight Customer Database

On the buyer side, customers are investing in CRM  applications 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 have been studying the patterns of the latest 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 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.

DON’T MISS OUR CUSTOMER DATABASE

Vendor Customer Win Industry No. of employees Revenue, $M Old Product New Product Wins in
Adobe Systems Etihad Airlines Airlines & Aviation 19700 7600 Legacy System Addobe Marketing Cloud 4Q15
Adobe Systems Fnac Group Retail 14100 4410 Oracle Siebel Adobe Neolane 1Q16
Adobe Systems Home Depot Retail 371000 83176 Adobe Omniture Addobe Marketing Cloud 4Q15
Adobe Systems MGM Resorts International Hospitality 62000 9200 Legacy System Addobe Marketing Cloud 1Q16
Adobe Systems Nissan Automotive 152400 118850 Legacy System Addobe Marketing Cloud 1Q16
Adobe Systems Nissan Motor Co., Ltd. Automotive 142925 1750000 Legacy System Adobe Neolane 1Q15
Adobe Systems Southwest Airlines Airlines & Aviation 49583 19820 Salesforce CRM Addobe Marketing Cloud 2Q16
Aquitem InVivo Wholesale Distribution 8400 5700 Klee Commerce Aquitem Zefid 3Q15
Conecteo Cristal Union Consumer Products 2200 1930 Legacy System Conecteo 4Q15
Constant Contact Association For Neighborhood and Housing Development Civic & Social Organization 10 2 Legacy System Constant Contact Email Marketing 3Q15
Constant Contact Bitterman Family Confections Food & Beverages 40 11 Legacy System Constant Contact Email Marketing 1Q15
Constant Contact International Franchise Association (IFA) Government Relations 200 20 Legacy System Constant Contact for Franchise 1Q15
Constant Contact KBB Salon Proffesional Services 10 1 Legacy System Constant Contact Email Marketing 3Q15
Constant Contact Linchris Hotel Corporation Hospitality 600 100 MailChimp Constant Contact Email Marketing 3Q15
Genesys Bosch Service Solutions Outsourcing 5000 900 Legacy System Genesys Customer Experience Platform 3Q15
Genesys Drones Etc. Consumer Electronics 2 15 Legacy System Genesys Customer Experience Platform 4Q15
Genesys Emerson Ecologics Health, Wellness and Fitness 130 15 In-House Legacy CRM Genesys Customer Experience Platform 3Q15
Genesys Enrollment Resources Group Insurance 200 25 In-House Legacy CRM Genesys Customer Experience Platform 2Q15
Genesys InfoArmor Information Technology and Services 80 8 Legacy System Genesys Customer Experience Platform 1Q16
IMS Health Servier Russia Pharmaceuticals 21200 4300 Cegedim Nexxus Mobile Intelligence CRM 1Q16
IMS Health UCB Pharmaceuticals 7500 4200 Cegedim Nexxus Suite 3Q14
IMS Health Valeant Pharmaceuticals Pharmaceuticals 16800 8263 ATLAS CRM Nexxus Mobile Intelligence CRM 1Q16
IMS Health VAYA Pharma Consumer Goods 120 15 Legacy System Nexxus Mobile Intelligence CRM 1Q16
Microsoft Airbus Group Aerospace and Defense 136574 74000 Legacy System Microsoft Dynamics CRM 1Q16
Microsoft Baltimore Orioles Sport 239 500 Legacy System Microsoft Dynamics CRM Online 1Q16
Microsoft Banque Française Mutualiste Banking 17 207 Legacy System Microsoft Dynamics CRM 4Q15
Microsoft Ingram Micro Wholesale Distribution 21700 42000 Salesforce CRM Microsoft Dynamics CRM 2Q15
Microsoft International Chamber of Commerce International Trade and Development 50 400 In-House Legacy CRM Microsoft Dynamics CRM 4Q15
Microsoft LANXESS S.A.S. Wholesale Distribution 16200 9020 Legacy System Microsoft Dynamics CRM 1Q15
Microsoft NAS Broker Financial Services 5 50 Legacy System Microsoft Dynamics CRM 4Q15
Microsoft Nexus Energy Systems Renewables & Environment 75 7 Legacy System Microsoft Dynamics CRM Online 1Q16
Microsoft Paprec, Paprec Recyclage Utilities 4250 1100 Legacy System Microsoft Dynamics CRM 1Q15
Microsoft VM Matériaux Wholesale Distribution 2700 650 Legacy System Microsoft Dynamics CRM 1Q15
Mirakl Ludendo Groupe Retail 3500 800 Legacy System Mirakl 1Q15
Nice Systems American Support Outsourcing 500 30 Legacy System NICE Workforce Management 1Q16
Nice Systems Asurion Information Technology and Services 15000 6000 LivePerson NICE Real-Time 1Q16
Nice Systems Hermes Group UK Logistics and Supply Chain 12000 2500 Legacy System NICE Workforce Management 4Q15
Nice Systems Long Term Care Partners Insurance 250 20 Legacy System NICE Workforce Management 1Q16
Nice Systems Oi Telecom Group Telecommunications 20000 12000 Legacy System NICE Workforce Management 1Q16
Oracle Abu Dhabi Food Control Authority Food & Beverages 450 60 Legacy System Oracle Siebel 4Q15
Oracle CLK Enerji Oil & Energy 200 80 Legacy System Oracle Utilities – CRM 1Q16
Oracle dunnhumby Marketing and Advertising 2000 1500 Salesforce CRM Oracle Marketing Cloud 1Q16
Oracle DX Marketing Marketing and Advertising 100 10 Legacy System Oracle Marketing Cloud 3Q15
Oracle Pfizer Pharmaceuticals 78300 48850 Legacy System Oracle Siebel Clinical Trial Management 2Q16
Oracle Sopra Steria High Tech 38000 4200 Legacy System Oracle Siebel 3Q15
Oracle Carrefour Retail 365000 113960 Legacy System Oracle Siebel 4Q15
Sage Veolia Group Utilities 179000 35500 Legacy System Sage CRM 1Q16
Salesforce AAMCO Automotive 650 250 FranConnect Salesforce CRM 1Q16
Salesforce Clarins Group Consumer Products 10000 350 Adobe Campaign Salesforce CRM 4Q15
Salesforce Encyclopaedia Britannica Publishing 400 15 Oracle Siebel Salesforce CRM 4Q15
Salesforce ENGIE Utilities 152900 83350 SAP CRM, IBM Unica Salesforce CRM 2Q15
Salesforce IKEA Group Retail 139000 29090 Legacy System Oracle RightNow Service Cloud 4Q15
Salesforce Lesaffre Consumer Products 7700 1710 SAP CRM SAP Cloud for Customer 3Q15
Salesforce Miner Facilities Services 550 150 Legacy System Salesforce CRM 2Q16
Salesforce Neopost High Tech 6200 1300 Oracle Siebel Salesforce CRM 4Q15
Salesforce Nissan Motor Co., Ltd. Automotive 142925 1750000 Oracle Siebel Salesforce CRM 1Q15
Salesforce ST Microelectronics High Tech 49450 8082 Legacy System Salesforce CRM 4Q15
Salesforce Virgin Media Telecommunications 14000 6000 Oracle Siebel Salesforce CRM 2Q16
Salesforce Western Union Financial Services 10000 5500 Legacy System Salesforce CRM 3Q15
SAP H&M Retail 132000 18370 Legacy System SAP CRM 3Q15
SAP Johns Manville Europe GmbH Building Materials 7000 2500 Salesforce CRM SAP CRM 4Q15
SAP Lampiris Utilities 500 1750 SAP CRM SAP Cloud for Customer 1Q16
SAP Mohawk Durkan Textiles 34000 7800 Legacy System SAP Cloud for Customer 4Q15
SAP PrimeSource Building Materials 1200 500 Legacy System SAP Cloud for Customer 4Q15
SAP RAK Ceramics Building Materials 15000 850 Legacy System SAP CRM 3Q15
SAP Vivendi Utilities 60000 25500 Legacy System SAP CRM 2Q15
Verint Systems Inc. Barclays Banking and Financial Services 129400 33000 Legacy System Verint Engagement Management 1Q15
Verint Systems Inc. Insurance Australia Group (IAG) Insurance 15000 7390 KANA Enterprise Verint Engagement Management 2Q16
Verint Systems Inc. Scottish Power Energy Networks Utilities 9200 6590 Legacy System Verint Engagement Management 1Q15
Verint Systems Inc. Tesco Retail 500000 80850 Legacy System Verint Engagement Management 1Q15
Verint Systems Inc. Western Union Financial Services 10000 5500 Legacy System Verint Engagement Management 1Q15

Source: Apps Run The World, August 2016

Further Readings

An expanded version of this report covers the top 135+ 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 2015-2016 product revenues.

Their 2016 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.