Gartner Research

Forecast Overview: CRM Software, Worldwide, 2018 Update

Published: 08 January 2019

ID: G00381446

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


CRM will continue to be one of the fastest-growing business software application markets, with a forecast 13.5% CAGR from 2017 through 2022. Technology product managers can use this document to understand the drivers of CRM software revenue growth.

Table Of Contents
  • Overview
  • Companion Documents

Market Description

  • CRM Cloud Spending Exceeds Spending on On-Premises Worldwide
  • Impact of Artificial Intelligence and Machine Learning
  • CRM Enables Digital Business and Digital Transformation

Foundational Assumptions

  • Organizational Adoption
  • Purchase Style
  • Unit Adoption
  • Functional Expansion
  • System Replacement
  • Regional Variations
  • Open Source and Subscriptions

Market Model or Methodology

  • Forecast Components
    • Traditional License Forecast
    • Cloud Forecast
    • Subscription/Hosted Forecast
    • OSS Forecast
    • CRM Revenue Forecast
  • Negotiated Factors
    • Price and Maintenance
  • Demand-Side Influencing Factors
    • Company and Unit Adoption
    • Purchase Style
    • Functional Expansion
    • Unit Expansion
    • Replacement
  • Supply-Side Influencing Factors
    • Hardware and Software Technology Innovation
    • Business and Technology Roadmaps
    • Product Design and Pricing

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