Gartner Research

Market Share: Customer Experience and Relationship Management, Worldwide, 2018

Published: 20 May 2019

ID: G00390016

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


The CRM market grew by 15.6% to $48.2 billion in 2018. A large part of this growth was driven by SaaS whose contribution to the total CRM market increased to 72.8%. Understanding growth across CRM segments will enable technology product managers to better position product offerings.

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