Gartner Research

Market Share Analysis: Customer Relationship Management Software, Worldwide, 2012

Published: 18 April 2013

ID: G00248529

Analyst(s): Yanna Dharmasthira, Chris Pang , Joanne M. Correia


As competition heated up in 2012, passed SAP as the leader in CRM. At 12%, market growth was three times the average for all enterprise software, highlighting how CRM is at the eye of the Nexus of Forces storm.

Table Of Contents

Market Share Data

Overall Market Segment Performance Analysis

Top Vendors Analyzed

  • Emerges as the New Worldwide Leader for CRM Revenue
  • SAP Slips to No. 2 in CRM Due to Currency Headwinds, but Executives Renew Commitment With Hana
  • Oracle Ascends Into Oracle Fusion CRM
  • Microsoft Advances Dynamics CRM Solutions, Accelerating Reach Into SaaS
  • IBM Steps Into Sales With the Highest Overall CRM Growth of the Top Five
  • Other Vendors

Mergers and Acquisitions

Recommended Reading

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