Gartner Research

Market Share Analysis: Customer Experience and Relationship Management Software, Worldwide, 2017

Published: 31 July 2018

ID: G00351975

Analyst(s): Neha Gupta , Yanna Dharmasthira, Julian Poulter


The CERM market grew 15.5% to $42.14 billion, the largest software market tracked by Gartner, with SaaS's agility and flexibility being big drivers. Understanding growth across CERM segments will enable technology product managers to better position offerings.

Table Of Contents

Market Share Data

  • Software Deployment Type
  • CERM Regional and Country Analysis

Overall Market Segment Performance Analysis

  • SaaS Adoption Continues Fueling Strong Growth in CERM Market
  • Top 10 Vendors' Growth
  • CERM Market Segment Analysis
    • Sales Segment Accelerates by 16.6%
    • Marketing Segment Growth Accelerates by 15.4%
    • Customer Service and Support Segment Growth Accelerates by 14.9%
    • Digital Commerce Segment Grew by 15.3%

Top Vendors Analyzed

  • Top Five Leading CERM Vendor Rankings
    • Salesforce — Achieves $7.6 Billion in the Cloud
    • SAP — Leveraging Its Dominant Position in Enterprise Applications
    • Oracle — Providing an Integrated Suite Built Around Data
    • Adobe — Advances in Marketing
    • Genesys — A New Entrant at No. 5
  • Changes in 2017 Market Share Data and Definitions
  • Information About Currency Fluctuations

Mergers and Acquisitions

Gartner Recommended Reading

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