Top 10 CRM Software Vendors and Market Forecast 2017-2022

Worldwide CRM Applications Market to reach $29.7 billion by 2022, compared with $27.1 billion in 2017 at a compound annual growth rate of 1.9%.

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In 2017, the top 10 CRM software vendors accounted for nearly 60% of the global CRM applications market which grew 11.85% to approach nearly $27.2 billion in license, maintenance and subscription revenues. Last year Salesforce led the pack with a 25% market share riding on a 23% jump in CRM revenues. Adobe was #2, followed by Oracle, SAP and Genesys.

We ask the simple question: Who’s buying 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)

Exhibit 1 - 2017 CRM Applications Market Shares Split By Top 10 CRM Vendors and Others, %
Exhibit 1 – 2017 CRM Applications Market Shares Split By Top 10 CRM Vendors and Others, %

Through our forecast period, the CRM applications market is expected to reach $29.7 billion by 2022, compared with $27.1 billion in 2017 at a compound annual growth rate of 1.9%.

Exhibit 2: Worldwide CRM Software Market 2017-2022 Forecast, $M
Year 2017 2022 2017-2022 CAGR, %
Total 27161 29774 1.9%

Source: Apps Run The World, December 2018

Top 10 CRM Software Vendors

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.

Here are the rankings of the top 10 CRM software vendors in 2017 and their market shares.

Rank Vendor 2016 CRM Apps Revenues, $M 2017 CRM Apps Revenues, $M YoY Growth 2017 CRM Market Share, % Recent Developments
1 Salesforce Subscribe Subscribe 23.21% Subscribe The recent buy of MuleSoft will be instrumental for Cloud integration, especially in helping customers extend into non-Salesforce systems.
2 Adobe Subscribe Subscribe 24.72% Subscribe Acquired Marketo for marketing automation and Magento for eCommerce as it pivots from content to CRM and aims to unseat Salesforce.
3 Oracle Subscribe Subscribe 3.41% Subscribe Oracle Digital Assistant is reshaping its CX offerings by enabling conversational AI for retailers to engage with customers using voice commands.
4 SAP Subscribe Subscribe 6.40% Subscribe Spending $8B in its biggest purchase, SAP acquired Qualtrics for survey and experience management apps.
5 Genesys Telecommunications Laboratories Subscribe Subscribe 40.00% Subscribe Genesys PureCloud for customer engagement and communications, signed deals with more than 500 customers in the first three quarters of 2018, resulting in nearly 1,300 to date.
6 Microsoft Subscribe Subscribe 1.10% Subscribe Microsoft’s CRM strategy now extends beyond Dynamics 365 to cover Teams for collaboration, Office 365 for content and ERP for back-office integration.
7 Nice Systems Subscribe Subscribe 76.77% Subscribe After beefing up its CRM strategy with InContact buy, Nice announced X-Sight for financial crime and compliance platform-as-a-service.
8 Pegasystems Subscribe Subscribe 16.73% Subscribe Upgraded robotic process automation features for customer service and unveiled T-Switch that offers businesses AI transparency controls to mitigate data risks.
9 Verint Systems Inc. Subscribe Subscribe 4.43% Subscribe Acquired ForeSee for CX measurement, feedback, replay, text analytics, case management, ratings and reviews to expand Verint’s voice of the customer offerings.
10 Zendesk Subscribe Subscribe 38.11% Subscribe Acquired Base for sales force automation to complement Zendesk’s customer service and support apps.
Subtotal Subscribe Subscribe 19.96% Subscribe
Other Subscribe Subscribe 1.57% Subscribe
Total Subscribe Subscribe 11.85% Subscribe

Source: Apps Run The World, December 2018

Custom data cuts related to the CRM Applications market are available:

  • Top 200+ CRM Applications Vendors and Market Forecast 2017-2022
  • 2017 CRM Applications Market By Industry (21 Verticals)
  • 2017 CRM Applications Market By Functional Market (16 Markets)
  • 2017 CRM Applications Market By Country (USA + 45 countries)
  • 2017 CRM Applications Market By Region (Americas, EMEA, APAC)
  • 2017 CRM Applications Market By Revenue Type (License, Services, Hardware, Support and Maintenance, Cloud)
  • 2017 CRM Applications Market By Customer Size (revenue, employee count, asset)
  • 2017 CRM Applications Market By Channel (Direct vs Direct)
  • 2017 CRM Applications Market By Product

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 2017-2022, By Functional Market, $M
Exhibit 4 – Worldwide Enterprise Applications Market Forecast 2017-2022, 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.

Customer Industry Empl. Revenue Country Vendor New Product
American Cancer Society Non Profit 8500 $1.20B United States Adobe Systems Adobe Marketing Cloud (ex Omniture)
CenturyLink Professional Services 47000 $21.30B United States Adobe Systems Marketo
T-Mobile Communication 51000 $40.32B United States Adobe Systems Adobe Experience Manager
Marquette University Education 1100 $550.0M United States Blackbaud Blackbaud CRM
PSA Group Automotive 184107 $75.39B France CDK Global Autoline Drive DMS
SERE Motors Automotive 100 $58.0M United Kingdom CDK Global Autoline Drive DMS
Air Liquide Life Sciences 68000 $16.38B France Medallia Medallia Experience Cloud
Driven Brands Automotive 270 $2.10B United States Medallia Medallia Experience Cloud
IntegraMed Fertility Professional Services 2200 $450.0M United States Medallia Medallia Experience Cloud
TUI UK & Ireland Leisure and Hospitality 12500 $3.20B United Kingdom Medallia Medallia Experience Cloud
Zurich Insurance UK Insurance 2500 $2.19B United Kingdom Medallia Medallia Experience Cloud
Arm Limited Professional services 6250 $1.35B United Kingdom Microsoft Microsoft Dynamics CRM
Shropshire Council Government 12000 $270.0M United Kingdom Microsoft Microsoft Dynamics 365 Customer Engagement
WhiteWater Manufacturing 650 $70.0M Canada Microsoft Microsoft Dynamics CRM
Arcadis Construction and Real Estate 27000 $3.40B Netherlands Oracle Oracle Sales Cloud
City of Albuquerque Government 5854 $882.0M United States Oracle Oracle Service Cloud (ex RightNow)
City of Fort Wayne Government 1862 $280.0M United States Oracle Oracle Service Cloud (ex RightNow)
City of San Jose Government 6600 $3.70B United States Oracle Oracle Service Cloud (ex RightNow)
Corporate Synergies (CSG) Manufacturing 300 $80.0M United States Oracle Oracle CX Cloud
Fanatics, Inc Professional Services 1800 $200.0M United States Oracle Oracle Marketing Cloud
Fanatics, Inc Professional Services 1800 $200.0M United States Oracle Oracle CX Cloud
Mack Trucks Manufacturing 2200 $300.0M United States Oracle Oracle CX Cloud
NRGi Government 1100 $317.0M Denmark Oracle Oracle CX Cloud
Perry Ellis International, Inc Consumer Packaged Goods 2400 $875.0M United States Oracle Oracle Retail Customer Engagement Cloud
Sacramento County Government 11691 $3.50B United States Oracle Oracle Service Cloud (ex RightNow)
West Midlands Police Insurance 10884 $728.0M United Kingdom Oracle Oracle CX Cloud
Australia and New Zealand Banking Group Banking and Financial Services 50000 $14.90B Australia Pegasystems Pega 7 Platform
Tokio Marine HCC Insurance 2500 $2.30B United States Pegasystems Pega 7 Platform
Aggregate Industries Construction and Real Estate 4100 $400.0M United Kingdom Salesforce Salesforce CRM
Ashley Furniture Industries Retail 23000 $4.00B United States Salesforce Salesforce Service Cloud
Michelin Automotive 105600 $25.06B France Salesforce Salesforce Sales Cloud
Stockland Construction and Real Estate 1440 $2.60B Australia Salesforce Salesforce Sales Cloud
Associated British Ports Transportation 2432 $550.0M United Kingdom SAP SAP Cloud for Customer
Atlas Copco Manufacturing 36536 $11.60B Sweden SAP SAP Cloud for Customer
Ballance Agri-Nutrients Retail 728 $547.0M New Zealand SAP SAP Marketing Cloud
Chimelong Group Co. Ltd. Leisure and Hospitality 10000 $950.0M China SAP SAP Cloud for Customer
doTERRA Retail 2300 $1.50B United States SAP SAP Service Cloud
doTERRA Retail 2300 $1.50B United States SAP SAP Marketing Cloud
Grupo Q Automotive 2400 $500.0M El Salvador SAP SAP Cloud for Customer
Hampshire County Council Government 7000 $938.0M United Kingdom SAP SAP Cloud for Customer
KENGEE Consumer Packaged Goods 3000 $500.0M China SAP SAP Marketing Cloud
MINISO Co. Ltd. Retail 10000 $1.80B Japan SAP SAP Cloud for Customer
Office Depot Europe B.V. Professional Services 6500 $11.60B Netherlands SAP SAP C/4 HANA
Palladium Hotel Group Leisure and Hospitality 12000 $680.0M Spain SAP SAP Marketing Cloud
Pets at Home Distribution 7500 $1.11B United Kingdom SAP SAP Promotion Management for Retail
Scotts Miracle-Gro Company Consumer Packaged Goods 5500 $2.80B United Kingdom SAP SAP Cloud for Customer
SEA Group Transportation 2900 $812.0M Italy SAP SAP Marketing Cloud
Sealed Air Consumer Packaged Goods 23000 $7.03B United States SAP SAP Cloud for Customer
Signify N.V. Manufacturing 32000 $7.98B Netherlands SAP SAP Cloud for Customer
Vestas Wind Systems A/S Utility 24351 $9.53B Denmark SAP SAP Cloud for Customer
Apple Professional Services 132000 $233.12B United States SugarCRM SugarCRM
Rheem Leisure and Hospitality 7000 $1.50B United States SugarCRM SugarCRM
The Whiddon Group Professional Services 2000 $400.0M Australia SugarCRM SugarCRM
Virgin Mobile USA Professional Services 600 $150.0M United States SugarCRM SugarCRM
Zaparas Lawyers Manufacturing 130 $23.0M Australia SugarCRM SugarCRM
EVER Pharma Life Sciences 850 $100.0M Poland Veeva Systems Veeva CRM
Merck & Co Life Sciences 69000 $40.12B United States Veeva Systems Veeva CRM
Santhera Pharmaceuticals Life Sciences 106 $23.0M Switzerland Veeva Systems Veeva CRM

Source: Apps Run The World, January 2019

Further Readings

An expanded version of this report covers the top 200+ 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 2015-2017 product revenues.

Their 2017 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.

3 COMMENTS

  1. A good research about the CRM software in the market. CRM act as the tool which increases the communication between the customer and the management. It helps the marketing team to generate leads and the sales team to convert it into the customers. Because CRM helps to track the customers.

  2. Hi Miso, great stuff. Who are some of the vendors in your ‘other’ category of CRM vendors. The up and comers if you will. Thanks in advance.

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