Gartner Research

Market Snapshot: Customer Relationship Management, Worldwide, 2014

Published: 14 May 2015

ID: G00275912

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


New opportunities, such as a strong demand for marketing, commerce and customer engagement software, will sustain low double-digit growth over the next five years. An understanding of key drivers and CRM players will provide decision makers with the background necessary to make quality choices.

Table Of Contents


  • Pure-Play CRM Vendors Gain at the Expense of Large Incumbents
    • Data Center Build-Outs in Emerging Markets Finally Payoff
  • Market Share Data
    • Sales Market Growth Continues to Slow as Other Lines of Business Expand Opportunities Into the Cloud
    • Market Consolidation Continues as Price Wars Heat Up
  • Forecast
    • Line-of-Business Buyers Have Different Operational Requirements
  • Market Notes
  • Market Definition
    • Customer Relationship Management
  • Vendors in the Market

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