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


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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