Top 10 CRM Software Vendors and Market Forecast 2016-2021

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.

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%.

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.

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

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

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.