Gartner Research

Market Share Analysis: Customer Relationship Management Software, Worldwide, 2013

Published: 16 April 2014

ID: G00262495

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

Summary

High levels of end-user investment in digital marketing and customer experience initiatives across all CRM segments drove revenue over $20 billion. At 13.7% AGR for 2013, CRM was the top software revenue growth market for all enterprise software markets.

Table Of Contents

Market Share Data

Overall Market Segment Performance Analysis

Top Vendors Analyzed

  • Salesforce.com, Worldwide Leader for CRM Revenue, Moves Up to No. 2 in Customer Support
  • SAP Recovers Its Momentum With 12.7% Growth, Fueled by Its Cloud Offering and Refocus on E-Commerce With Hybris Acquisition
  • Oracle's Growth Slows, But Continues With Increased Boost From Cloud Acquisitions
  • Microsoft Continues Its Push Into the Cloud With Two Years in a Row of More Than 20% Growth
  • IBM Continues Revenue Growth to Almost $800 Million in CRM
  • Adobe Continues Its Lead in Marketing Automation

Other Notable Vendors

Mergers and Acquisitions

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