Market Share Analysis: Customer Experience and Relationship Management Software, Worldwide, 2017

Published: 31 July 2018 ID: G00351975

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The CERM market grew 15.5% to $42.14 billion, the largest software market tracked by Gartner, with SaaS's agility and flexibility being big drivers. Understanding growth across CERM segments will enable technology product managers to better position offerings.

Table of Contents

  • Market Share Data
    • Software Deployment Type
    • CERM Regional and Country Analysis
  • Overall Market Segment Performance Analysis
    • SaaS Adoption Continues Fueling Strong Growth in CERM Market
    • Top 10 Vendors' Growth
    • CERM Market Segment Analysis
      • Sales Segment Accelerates by 16.6%
      • Marketing Segment Growth Accelerates by 15.4%
      • Customer Service and Support Segment Growth Accelerates by 14.9%
      • Digital Commerce Segment Grew by 15.3%
  • Top Vendors Analyzed
    • Top Five Leading CERM Vendor Rankings
      • Salesforce — Achieves $7.6 Billion in the Cloud
      • SAP — Leveraging Its Dominant Position in Enterprise Applications
      • Oracle — Providing an Integrated Suite Built Around Data
      • Adobe — Advances in Marketing
      • Genesys — A New Entrant at No. 5
    • Changes in 2017 Market Share Data and Definitions
    • Information About Currency Fluctuations
  • Mergers and Acquisitions
  • Gartner Recommended Reading
© 2018 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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