Market Share Analysis: Customer Relationship Management Software, Worldwide, 2014


Archived Published: 05 May 2015 ID: G00273509

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Summary

Salesforce continued to dominate the CRM space in 2014, taking share in new submarkets. This highlights a strong buyers' preference for software as a service and reveals the competitive disadvantage faced by vendors with legacy on-premises offerings.

Table of Contents

  • Market Share Data
  • Overall Market Segment Performance Analysis
    • Pure-Play CRM Vendors Gain at the Expense of Large Incumbents
    • What's Hot in CRM
      • Industries With Large Call Centers and Global Salesforces Dominate as CRM Buyers
      • Data Center Build-Outs in Emerging Markets Finally Pay Off
      • Sales Market Growth Continues to Slow as Other Lines of Business Expand Opportunities Into the Cloud
  • Top Vendors Analyzed
    • Salesforce, the Worldwide Leader for CRM Revenue, Moves Up to No. 1 in Customer Support and Remains No. 1 in Sales
    • SAP Continues Its Momentum, Fueled by Its Focus on Digital Commerce and Cloud
    • Oracle's Acquisition Appetite Continues as On-Premises Slows and Cloud Grows
    • Microsoft Continues to Enhance Its Dynamics Product Line and Makes Buyers' Shortlists Due to Price Advantages
    • IBM Continues Its Marketing Acquisitions With Silverpop
  • Other Notable Vendors
    • Adobe Continues Its Lead in Marketing Automation
    • Marketo Grows 54%, With the Highest AGR of the Top 25 Vendors
  • Mergers and Acquisitions
  • Gartner Recommended Reading
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