Gartner Research

Market Share Analysis: Customer Relationship Management Software, Worldwide, 2015

Published: 12 May 2016

ID: G00293519

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

Summary

SaaS drove CRM revenue growth in 2015, fueling market share gains for top 10 providers, including Salesforce, Microsoft, Adobe and Nice Systems. Salesforce dominated in 2015, with a 21% AGR and absolute growth of over $902 million in CRM revenue, more than the next 10 providers combined.

Table Of Contents

Market Share Data

Overall Market Segment Performance Analysis

  • SaaS Explodes in CRM Market, While Traditional Vendors Play Catch-Up
  • CRM Segment Analysis
    • Sales Segment Growth Continues to Slow as Other Lines of Business Expand Opportunities Into the Cloud
    • Marketing Segment Growth Slows as It Matures and Large Vendors Take Market Share
    • CSS Segment Expands
    • Digital Commerce Platform Segment Continues Its Double-Digit Growth Trend
  • What's Hot in CRM

Top Vendors Analyzed

  • Top Five Leading CRM Vendor Rankings
  • Top Five Fastest-Growing CRM Vendors
  • Salesforce Remains the Worldwide Leader for CRM Revenue, No. 1 in CSS and Sales, Grows Stronger in Marketing
  • SAP Continues Momentum With Growth in Commerce and Cloud
  • Oracle's Cloud Making Solid Progress on Massive Integration
  • Microsoft Continues to Enhance Its Dynamics Product Line and Makes Buyers' Shortlists
  • Adobe Moves Into the Top Five for CRM Revenue
  • Shopify Leads Top 25 in Growth, With 68% AGR
  • Zendesk Moves Up Three Places and Grows the Second Fastest (59%) of Top 25
  • HubSpot Grows 58%, With Third-Highest AGR of Top 25
  • Marketo Grows 40%, With Fourth-Highest AGR of Top 25
  • Demandware Grows Almost 38%, Fifth-Highest AGR of Top 25
  • Changes in 2015 Market Share Data and Definitions From Prior Publications
  • A Comment About Currency Fluctuations

Mergers and Acquisitions

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