Press Release

STAMFORD, Conn., July 15, 2009 View All Press Releases

Gartner Says Worldwide CRM Market Grew 12.5 Percent in 2008

Growth Driven by Technology Focused on Customer Retention, Analytics and On-Demand Solutions

Worldwide CRM market revenue totalled $9.15 billion in 2008, a 12.5 percent increase from 2007 revenue of $8.13 billion, according to Gartner Inc. Analysts said that market growth was driven by enterprise investments in technologies focused on customer retention, analytics and on-demand solutions.

“Despite financial market volatility, the worldwide CRM market enjoyed its fifth consecutive year of double-digit growth as businesses continued to invest in solutions across all subsegments,” said Sharon Mertz, research director at Gartner. “Actual market growth was moderated by a stronger dollar but reflects higher contributions from emerging markets.”

Software as a Service (SaaS) continued to drive the market forward, representing nearly 20 percent of total CRM software market revenue in 2008, up from just over 15 percent in 2007. Interest in social networking and social software also escalated in 2008 as businesses were confronted with the sales, marketing, and serviceability impact of increasing consumer participation in online forums. 

SAP continued to be the market leader accounting for 22.5 percent of worldwide CRM software revenue in 2008 (see Table 1), but this is down from a 25.5 percent share in 2007. Microsoft experienced the strongest growth rate among the top 5 vendors, as its revenue increased 75 percent in 2008.

Table 1
Worldwide Vendor Revenue Estimates for Total CRM Software (Millions of U.S. Dollars)

Company

2008

 Revenue

2008 Market Share (%)

2007

 Revenue

2007 Share (%)

2007-2008 Growth (%)

SAP

2,055

22.5

2,072

25.5

-0.8

Oracle

1,475

16.1

1,320

16.2

11.8

Salesforce.com

965

10.6

676

8.3

42.7

Microsoft

581

6.4

332

4.1

75.0

Amdocs

451

4.9

419

5.2

7.6

Others

3,620

39.6

3,311

40.7

9.3

Total

9,147

100.0

8,130

100.0

12.5

Source: Gartner (July 2009)

While the CRM market remains highly concentrated in Western economies, emerging markets are growing rapidly and now account collectively for nearly 16 percent of the worldwide market, up from approximately 13.8 percent in 2006. Although both North America and Europe underperformed in terms of CRM market growth in 2008, their share of the market remained high at 52.5 percent and 31.6 percent, respectively.

Overall market share of each CRM subsegment shifted slightly in 2008, with sales remaining as the largest subsegment, representing 42.8 percent of the market and enjoying the highest growth of 14.7 percent. Marketing automation also continued to grow in 2008, with a 10.4 percent increase, representing 20.6 percent of the CRM market. Customer service and support represented 36.6 percent of the CRM software market, as this segment grew 11.2 percent in 2008. 

Gartner said that most vendors remain cautiously optimistic for continued growth for the worldwide CRM market. “Investments in technologies which enhance productivity, provide better visibility and insight into customer behaviors and grow online commerce, sales and marketing activities are expected to grow through 2010,” said Ms. Mertz. “However, while we expect overall CRM growth prospects to remain positive in 2009 we do anticipate them declining to mid single-digits due to continued economic uncertainty.”

Ms. Mertz advised vendors that they can benefit from strategies that drive customer value creation, which include:

-  Aligning products, services and contractual agreements to enable customer business imperatives of higher client acquisition, retention and satisfaction.

-  Continuing to offer creative terms to maximize revenue potential and enable businesses to consumer critical products and services.

-  Extending application vertical-market functionality, whether by in-house development, acquisition or partnership agreements to take advantage of key verticals or government stimulus packages.

-  Focusing product offerings on applications and technologies that provide customers with tools and capabilities to increase visibility on customer requirements and behaviours.

Additional information is available in the Gartner report “Dataquest Insight: CRM Software Market Share Analysis, Worldwide 2008." The report is available on Gartner’s website at http://www.gartner.com/DisplayDocument?ref=g_search&id=1059116&subref=simplesearch.

Ms. Mertz will provide additional analysis on the CRM industry during the Gartner Customer Relationship Management Summit, September 14-16, at the Westin Kierland Resort & Spa in Scottsdale, Arizona. This Summit delivers leading-edge insights on how technology enables the marketing, sales and customer service functions, adding value to the customer experience and delivering higher levels of customer satisfaction while increasing sales and saving money. Additional information is available at www.gartner.com/us/crm. Members of the media can register by sending an e-mail to Christy Pettey at christy.pettey@gartner.com.

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