In 2023, the global Customer Relationship Management (CRM) market surged to nearly $71 billion, growing by 11.4%. The top 10 vendors commanded a significant 58.8% market share, with Salesforce leading at 29.2%, followed by Adobe, OracleHubspot, and Microsoft.

Our APPS TOP 500 Market Report (Preview) covers hundreds of CRM software vendors, offering deep insights into market dynamics, vendor strengths, AI investments, customer momentum, and go-to-market strategies providing valuable perspectives on market trends and challenges.

Discover thousands of CRM Customer Wins with the ARTW Technographics Platform, an essential resource for technology enthusiasts, sales business leaders, and data-driven marketing executives, offering curated insights into the evolving landscape of the software industry, including the latest developments in CRM.

Exhibit 1 – 2023 CRM Applications Market Shares Split By Top 10 CRM Vendors and Others
Exhibit 1 – 2023 CRM Applications Market Shares Split By Top 10 CRM Vendors and Others

Through our forecast period, the CRM applications market size is expected to reach $84.5 billion by 2028, compared with $71 billion in 2023 at a compound annual growth rate of 3.5%.

Exhibit 2: Worldwide CRM Software Market 2023-2028 Forecast, $M
Year 2023 2028 2023-2028 CAGR, %
Total 71067 84545 3.5%

Source: Apps Run The World, June 2024

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 2023 and their market shares.

Rank Vendor 2021 CRM Apps Revenues, $M 2022 CRM Apps Revenues, $M 2023 CRM Apps Revenues, $M YoY Growth 2023 CRM Market Share, %
1 Salesforce Subscribe Subscribe Subscribe 10.9% Subscribe
2 Adobe Subscribe Subscribe Subscribe 13.0% Subscribe
3 Oracle Subscribe Subscribe Subscribe 7.9% Subscribe
4 HubSpot Subscribe Subscribe Subscribe 25.4% Subscribe
5 Microsoft Subscribe Subscribe Subscribe 12.4% Subscribe
6 SAP Subscribe Subscribe Subscribe 5.7% Subscribe
7 Zendesk Subscribe Subscribe Subscribe 25.2% Subscribe
8 Genesys Subscribe Subscribe Subscribe 5.2% Subscribe
9 Nice Systems Subscribe Subscribe Subscribe 11.0% Subscribe
10 Intuit Subscribe Subscribe Subscribe 12.2% Subscribe
Subtotal Subscribe Subscribe Subscribe 11.9% Subscribe
Other Subscribe Subscribe Subscribe 10.8% Subscribe
Total 52856 63783 71067 11.4% 100.0%

Source: Apps Run The World, June 2024

Other CRM software providers included in the report are: 8×8, Act-On Software, AdRoll, Amdocs, Aurea, Avaya, Backbase, Bazaarvoice, Blackbaud, BounceX, Capillary Technologies, CAS Software AG, CDK Global, Cision, Conga, Constant Contact, Constellation Software Inc., Cox Automotive, Creatio (formerly bpm’online), CSG Systems International, Deluxe Corporation, eGain Corporation, Enghouse Interactive Inc., Fiserv, Five9, Freshworks (formerly Freshdesk), Hansen Technologies, Hootsuite, Infor, InMoment, Intense Technologies, IQVIA, Keap, Khoros, 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, Sprinklr, SugarCRM, Talkdesk, TTEC, Twilio, Veeva Systems Inc., Vocalcom, Vonage, Zoho Corp., and many others.

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

  • Top 400+ CRM Applications Vendors and Market Forecast 2023-2028
  • 2023 CRM Applications Market By Industry (21 Verticals)
  • 2023 CRM Applications Market By CRM Segments and Categories
  • 2023 CRM Applications Market By Country (USA + 45 countries)
  • 2023 CRM Applications Market By Region (Americas, EMEA, APAC)
  • 2023 CRM Applications Market By Revenue Type (License, Services, Hardware, Support and Maintenance, Cloud)
  • 2023 CRM Applications Market By Customer Size (revenue, employee count, asset)
  • 2023 CRM Applications Market By Channel (Direct vs Direct)
  • 2023 CRM Applications Market By Product
    Buyer Intent: Companies Reading this Research Report
    ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively reading this research report. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively accessing this research report include:
    1. Iron Bow Technologies, a United States based Professional Services organization with 1000 Employees
    2. Professional Compounding Centers of America, a United States based Life Sciences company with 400 Employees
    3. Cloud Communications, a United States based Professional Services organization with 10 Employees
    Logo Company Industry Employees Revenue Country Evaluated

    Worldwide Enterprise Application Market

    Exhibit 3 provides a forecast of the worldwide enterprise application market from 2023 to 2028, highlighting market sizes, year-over-year growth, and compound annual growth rates across various functional segments. The data shows strong growth in emerging areas like eCommerce, Human Capital Management, and IT Service Management, while traditional segments like ERP and CRM continue to dominate in market size.

Exhibit 3: Worldwide Enterprise Application Market Forecast 2023-2028 by Functional Market ($M)

Functional Market, $M 2021 2022 2023 YoY Growth 2028 2023-2028 CAGR, %
Analytics and BI Subscribe Subscribe Subscribe Subscribe Subscribe 4.4
Collaboration Subscribe Subscribe Subscribe Subscribe Subscribe 4.6
Content Management Subscribe Subscribe Subscribe Subscribe Subscribe 3.4
Customer Relationship Management Subscribe Subscribe Subscribe Subscribe Subscribe 3.5
eCommerce Subscribe Subscribe Subscribe Subscribe Subscribe 6.7
Enterprise Performance Management Subscribe Subscribe Subscribe Subscribe Subscribe 3.9
Enterprise Resource Planning Subscribe Subscribe Subscribe Subscribe Subscribe 3.6
Human Capital Management Subscribe Subscribe Subscribe Subscribe Subscribe 6.1
IT Service Management Subscribe Subscribe Subscribe Subscribe Subscribe 5.5
PLM & Engineering Subscribe Subscribe Subscribe Subscribe Subscribe 3.8
Project Portfolio Management Subscribe Subscribe Subscribe Subscribe Subscribe 4.4
Procurement Subscribe Subscribe Subscribe Subscribe Subscribe 2.8
Sales Performance Management Subscribe Subscribe Subscribe Subscribe Subscribe 4.1
Supply Chain Management Subscribe Subscribe Subscribe Subscribe Subscribe 3.8
Treasury and Risk Management Subscribe Subscribe Subscribe Subscribe Subscribe 2.0
Total Subscribe Subscribe Subscribe Subscribe Subscribe 4.1

Source: Apps Run The World, June 2024

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 2023-2028, By Functional Market, $M
Exhibit 4 – Worldwide Enterprise Applications Market Forecast 2023-2028, 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 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 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 Category
CenturyLink, Inc. Communications 42500 $22.40B United States Adobe Systems Adobe Marketo Sales Connect (ex Toutapp) Sales Automation,Sales Engagement
Qlik Professional Services 3000 $810.0M United States Adobe Systems Adobe Marketo Sales Connect (ex Toutapp) Sales Automation,Sales Engagement
Qualtrics Professional Services 3455 $723.0M United States Adobe Systems Adobe Marketo Sales Connect (ex Toutapp) Sales Automation,Sales Engagement
Taboola Media 519 $350.0M United States Adobe Systems Adobe Marketo Sales Connect (ex Toutapp) Sales Automation,Sales Engagement
Amazon.com, Inc. Retail 1335000 $386.06B United States Adobe Systems Adobe Marketing Cloud (ex Omniture) Marketing Automation
Toyota Motor Corporation Automotive 359542 $275.40B Japan Adobe Systems Adobe Marketing Cloud (ex Omniture) Marketing Automation
Apple, Inc. Manufacturing 147000 $274.52B United States Adobe Systems Adobe Marketing Cloud (ex Omniture) Marketing Automation
Toyota Motor Credit Corporation Automotive 325905 $272.00B Japan Adobe Systems Adobe Marketing Cloud (ex Omniture) Marketing Automation
CIGNA Corporation Healthcare 72226 $160.40B United States Adobe Systems Adobe Experience Cloud Customer Experience
Walgreens Retail 225000 $139.50B United States Adobe Systems Adobe Experience Cloud Customer Experience
The Home Depot, Inc. Retail 504800 $132.11B United States Adobe Systems Adobe Experience Cloud Customer Experience
Chevron Corporation Oil, Gas and Chemicals 47736 $94.69B United States Adobe Systems Adobe Marketo Marketing Automation
Hitachi Manufacturing 295941 $88.14B Japan Adobe Systems Adobe Marketo Marketing Automation
United Parcel Service, Inc. Distribution 540000 $84.63B United States Adobe Systems Adobe Marketo Marketing Automation
Deutsche Telekom Communications 221909 $119.56B Germany Genesys Genesys Customer Experience Platform Customer Experience
Procter & Gamble Company (P&G) Consumer Packaged Goods 101000 $76.12B United States Genesys Genesys Customer Experience Platform Customer Experience
AstraZeneca Life Sciences 76100 $36.67B United Kingdom Genesys Genesys Customer Experience Platform Customer Experience
Schneider Electric Manufacturing 135000 $31.80B France Genesys Genesys Customer Experience Platform Customer Experience
Deere & Company Manufacturing 69634 $44.02B United States Genesys Genesys PureCloud Platform CCaaS,Customer Experience
American International Group Insurance 45000 $43.84B United States Genesys Genesys PureCloud Platform CCaaS,Customer Experience
Eli Lilly and Company Life Sciences 34914 $24.54B United States Genesys Genesys PureCloud Platform CCaaS,Customer Experience
Walgreens Retail 225000 $139.50B United States Genesys Genesys PureEngage Platform Customer Engagement
BT – Americas Communications 105300 $28.85B United Kingdom Genesys Genesys PureEngage Platform Customer Engagement
PayPal Holdings, Inc. Banking and Financial Services 26500 $21.45B United States Genesys Genesys PureEngage Platform Customer Engagement
Emirates Transportation 59519 $16.70B United Arab Emirates Genesys Genesys PureEngage Platform Customer Engagement
PhRMA Healthcare 22000 $103.30B United States HubSpot, Inc. Hubspot CRM CRM
Amino Inc. Healthcare 190 $97.23B United States HubSpot, Inc. Hubspot CRM CRM
Syntel Professional Services 24537 $96.86B United States HubSpot, Inc. Hubspot CRM CRM
Intel Corporation Manufacturing 117200 $77.87B United States HubSpot, Inc. Hubspot CRM CRM
Citi Banking and Financial Services 239000 $76.40B United States HubSpot, Inc. Hubspot CRM CRM
VMware Professional Services 32300 $11.77B United States HubSpot, Inc. HubSpot Marketing Hub Account Based Marketing,Sales Engagement
Monday.com Professional Services 705 $262.0M Israel HubSpot, Inc. HubSpot Marketing Hub Account Based Marketing,Sales Engagement
Accenture Professional Services 537000 $48.76B Ireland HubSpot, Inc. Hubspot Marketing Automation Marketing Automation
Exelon Corporation Utilities 32340 $33.04B United States HubSpot, Inc. Hubspot Marketing Automation Marketing Automation
Veolia Environnement S.A Utilities 179000 $31.59B France HubSpot, Inc. Hubspot Marketing Automation Marketing Automation
Total Oil, Gas and Chemicals 105476 $200.32B France Microsoft Microsoft Dynamics 365 Customer Engagement CRM
Air Liquide Oil, Gas and Chemicals 64500 $24.09B France Microsoft Microsoft Dynamics 365 Customer Engagement CRM
Aflac Incorporated Insurance 12003 $22.15B United States Microsoft Microsoft Dynamics 365 Customer Engagement CRM
Independence Blue Cross Healthcare 10000 $19.20B United States Microsoft Microsoft Dynamics 365 Customer Engagement CRM
Ingram Micro Professional Services 35000 $49.10B United States Microsoft Microsoft Dynamics 365 Sales Sales Automation,Sales Engagement
C. H. Robinson Worldwide, Inc. Distribution 15262 $16.63B United States Microsoft Microsoft Dynamics 365 Sales Sales Automation,Sales Engagement
Nexans Manufacturing 20223 $5.98B France Microsoft Microsoft Dynamics 365 Sales Sales Automation,Sales Engagement
Grant Thornton Banking and Financial Services 8500 $1.90B United States Microsoft Microsoft Dynamics 365 Sales Sales Automation,Sales Engagement
Australian Government Department of Health Healthcare 3885 $61.05B Australia Microsoft Microsoft Dynamics 365 for Customer Service Customer Support
Metro Bank Banking and Financial Services 3850 $580.0M United Kingdom Microsoft Microsoft Dynamics 365 for Customer Service Customer Support
Agilisys Limited Professional Services 1500 $140.0M United Kingdom Microsoft Microsoft Dynamics 365 for Customer Service Customer Support
The Lubrizol Corporation Oil, Gas and Chemicals 8300 $6.50B United States Microsoft Microsoft Dynamics 365 Marketing Marketing Automation
Bupa Australia Healthcare 11500 $2.50B Australia Microsoft Microsoft Dynamics 365 Marketing Marketing Automation
Edelman Media 7000 $894.0M United States Microsoft Microsoft Dynamics 365 Marketing Marketing Automation
National Oilwell Varco, Inc. Manufacturing 5000 $600.0M Norway Microsoft Microsoft Dynamics 365 Marketing Marketing Automation
DAI Professional Services 4000 $650.0M United States Microsoft Microsoft Dynamics 365 Customer Voice Customer Experience
Panduit Manufacturing 5000 $1.00B United States Microsoft Microsoft Dynamics 365 Customer Voice Customer Experience
Toyota Motor North America, Inc. Automotive 36000 $20.00B United States Microsoft Microsoft Dynamics 365 Customer Voice Customer Experience
Tesco Retail 300000 $81.66B United Kingdom Nice Systems NICE Voice of the Customer Customer Experience
CitiBank Banking and Financial Services 239000 $76.40B United States Nice Systems NICE Voice of the Customer Customer Experience
Best Buy Co., Inc. Retail 61200 $47.26B United States Nice Systems NICE Voice of the Customer Customer Experience
Citibank National Association Banking and Financial Services 239000 $76.40B United States Nice Systems NICE Customer Engagement Analytics Customer Analytics
HSBC Bank plc Banking and Financial Services 223448 $50.23B United Kingdom Nice Systems NICE Customer Engagement Analytics Customer Analytics
Mitsubishi UFJ Financial Group Banking and Financial Services 112700 $42.13B Japan Nice Systems NICE Customer Engagement Analytics Customer Analytics
Radisson Hotel Group Leisure and Hospitality 95000 $7.30B United States Nice Systems NICE inContact CXone Cloud CX Platform Customer Experience
Ashley Furniture Industries Manufacturing 35000 $6.40B United States Nice Systems NICE inContact CXone Cloud CX Platform Customer Experience
Ace Hardware Corporation Retail 7577 $5.13B United States Nice Systems NICE inContact CXone Cloud CX Platform Customer Experience
Atradius Insurance 3700 $2.20B Netherlands Oracle Oracle Sales Cloud Sales Automation
IHC Merwede Holding B.V. Professional Services 3500 $1.35B Netherlands Oracle Oracle Sales Cloud Sales Automation
Arcadis Construction and Real Estate 7000 $1.00B United States Oracle Oracle Sales Cloud Sales Automation
Bajaj Electricals Utilities 3113 $620.0M India Oracle Oracle Sales Cloud Sales Automation
Tesco Retail 300000 $81.66B United Kingdom Oracle Oracle CX Cloud Customer Experience
Zurich Insurance Group Insurance 55000 $63.59B Switzerland Oracle Oracle CX Cloud Customer Experience
The Home Office Government 34469 $23.76B United Kingdom Oracle Oracle CX Cloud Customer Experience
Metropolitan Transportation Authority Transportation 45000 $21.45B United States Oracle Oracle CX Cloud Customer Experience
Broadcom Inc. (including CA Technologies) Manufacturing 21000 $23.89B United States Oracle Oracle Engagement Cloud Customer Engagement,Sales Engagement
World Fuel Services Corporation Oil, Gas and Chemicals 4300 $20.36B United States Oracle Oracle Engagement Cloud Customer Engagement,Sales Engagement
American Electric Power Company, Inc. Utilities 16787 $14.92B United States Oracle Oracle Engagement Cloud Customer Engagement,Sales Engagement
Blue Shield of California Non Profit 6800 $17.00B United States Pegasystems Pega CRM Customer Engagement
Carefirst Inc. Insurance 5000 $8.80B United States Pegasystems Pega CRM Customer Engagement
Highmark Inc Non Profit 35000 $18.00B United States Pegasystems Pega CRM Customer Engagement
Express Scripts Holding Company Healthcare 27000 $100.20B United States Pegasystems Pega Sales Automation Sales Automation,Sales Engagement
Kaiser Permanente Life Sciences 217000 $88.70B United States Pegasystems Pega Sales Automation Sales Automation,Sales Engagement
Farmers Insurance Exchange Insurance 21000 $15.60B United States Pegasystems Pega Sales Automation Sales Automation,Sales Engagement
Walmart Inc. Retail 2300000 $559.15B United States Salesforce Salesforce Sales Cloud Sales Automation,Sales Engagement
Amazon.com, Inc. Retail 1335000 $386.06B United States Salesforce Salesforce Sales Cloud Sales Automation,Sales Engagement
Preferred Apartment Communities Inc. Construction and Real Estate 120 $294.00B United States Salesforce Salesforce Sales Cloud Sales Automation,Sales Engagement
Apple, Inc. Manufacturing 147000 $274.52B United States Salesforce Salesforce Sales Cloud Sales Automation,Sales Engagement
CVS Pharmacy Retail 180000 $233.14B United States Salesforce Salesforce Sales Cloud Sales Automation,Sales Engagement
McKesson Corporation Healthcare 70000 $231.05B United States Salesforce Salesforce Sales Cloud Sales Automation,Sales Engagement
Samsung Electronics Manufacturing 287439 $206.19B United States Salesforce Salesforce Sales Cloud Sales Automation,Sales Engagement
Cargill, Incorporated. Consumer Packaged Goods 150000 $115.00B United States SAP SAP Cloud for Customer Sales Automation
Abu Dhabi National Oil Company Oil, Gas and Chemicals 55000 $60.00B United Arab Emirates SAP SAP Cloud for Customer Sales Automation
Asda Stores Limited Retail 145000 $31.70B United Kingdom SAP SAP Cloud for Customer Sales Automation
SKF Group Manufacturing 43360 $9.98B Sweden SAP SAP Service Cloud Customer Support
Tommy Hilfiger Europe B.V. (PVH) Consumer Packaged Goods 12000 $8.00B Netherlands SAP SAP Service Cloud Customer Support
Robert Bosch Power Tools GmbH Manufacturing 20000 $5.70B Germany SAP SAP Service Cloud Customer Support
Rolls-Royce Power Systems AG Manufacturing 10700 $2.98B Germany SAP SAP Service Cloud Customer Support
Duke Energy Corporation Utilities 27535 $21.72B United Kingdom SAP SAP Marketing Cloud Marketing Automation
Centrica Utilities 19711 $16.43B United Kingdom SAP SAP Marketing Cloud Marketing Automation
Etisalat Communications 40000 $14.27B United Arab Emirates SAP SAP Marketing Cloud Marketing Automation
Bosch Rexroth AG Manufacturing 32300 $7.24B Germany SAP SAP Marketing Cloud Marketing Automation
Brightstar Corp Communications 4000 $800.0M United States SAP SAP Emarsys Customer Engagement
Helly Hansen Manufacturing 750 $298.0M Norway SAP SAP Emarsys Customer Engagement
Gymshark Consumer Packaged Goods 550 $243.0M United Kingdom SAP SAP Emarsys Customer Engagement
CarParts.com Retail 1649 $444.0M United States Zendesk Zendesk Sell (ex Base CRM) Sales Automation
BookingPal Professional Services 200 $30.0M United States Zendesk Zendesk Sell (ex Base CRM) Sales Automation
The Home Depot, Inc. Retail 504800 $132.11B United States Zendesk Zendesk Service Customer Support
United Technologies Corporation Manufacturing 240000 $66.50B United States Zendesk Zendesk Service Customer Support
The Walt Disney Company Leisure and Hospitality 180000 $65.39B United States Zendesk Zendesk Service Customer Support
Zurich Insurance Group Insurance 55000 $63.59B Switzerland Zendesk Zendesk Service Customer Support
E.Leclerc Retail 94000 $53.61B France Zendesk Zendesk Service Customer Support

Source: Apps Run The World, June 2024

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) ranked by their 2019-2023 product revenues.

Their 2023 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.