Gartner Research

Forecast: CRM — SaaS and On-Premises, Worldwide 2017-2022

Published: 31 January 2019

ID: G00383365

Analyst(s): Julian Poulter , Hai Swinehart


Spend on SaaS will continue to grow strongly across all segments within the CRM application software market. When developing product roadmaps, technology and service providers should take into account purchasing styles in each segment, particularly among small and midsize organizations.

Table Of Contents

Forecast Data


  • Marketing
  • Sales
  • Customer Service and Support
  • Digital Commerce


  • Purchase Style
  • Software Adoption
  • Functional Expansion
  • System Replacement


  • Forecast Influencing Factors

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