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


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

  •, 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

Gartner Recommended Reading

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