Gartner Research

Market Share Analysis: Customer Relationship Management Software, Worldwide, 2016

Published: 31 August 2017

ID: G00331301

Analyst(s): Yanna Dharmasthira, Julian Poulter


SaaS drove CRM with 14.3% growth rate to $34 billion — the largest application software market tracked by Gartner. Understanding growth across CRM segments will enable technology strategic planners to better position offerings.

Table Of Contents

Market Share Data

  • Changes in 2016 Market Share Data and Definitions

Overall Market Segment Performance Analysis

  • Strong Growth in CRM Market, Fueled by SaaS
  • CRM Segment Analysis
    • Sales Segment Accelerates by 3%
    • Marketing Segment Growth Accelerates by 3%
    • CSS Segment Expands
    • Digital Commerce Platform Segment Grew in All Regions
  • CRM Industry Analysis
  • CRM Regional and Country Analysis

Top Vendors Analyzed

  • Top Five Leading CRM Vendor Rankings
    • Salesforce — Capitalizes on CRM SaaS Success
    • SAP — Continues Leveraging Its Dominant Position in Enterprise Applications
    • Oracle — Its Many CRM Acquisitions and Transition to Cloud Begin to Deliver
    • Adobe — Advances in Marketing Helps Seal Its Top Four Position as a CRM Vendor
    • Microsoft — Growth Derived From Its Common UI and Single Data Schema
  • Information About Currency Fluctuations

Mergers and Acquisitions

Gartner Recommended Reading

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