Gartner Research

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

Published: 05 May 2015

ID: G00273509

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


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

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