Gartner Research

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

Published: 24 July 2019

ID: G00389462

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


CRM grew to be a $48.2 billion market in 2018 — the biggest market in application software. Technology and service providers can better position their offerings in a crowded and competitive market by understanding the growth across CRM segments.

Table Of Contents
  • Key Market Findings
  • Vendor Performance Highlights

Market Share Data

Overall Market Segment Performance Analysis

  • CRM Is a Large Market With Strong Double-Digit Growth
    • Multifunction Deals
    • Cloud Growth in CRM Slows, Unlike Other Less Mature Cloud Markets
  • Marketing Leads Growth in the CRM Market
  • Sales Is a Mature Segment — Is Growth Finally Slowing?
  • Digital Commerce Growth Is Stabilizing
  • CSS Maintains Modest Growth

Top Vendors Analyzed

  • Salesforce Achieves More Than $12.2 Billion, With $9.4 Billion in CRM Software
  • SAP Is Committing to Cloud
  • Oracle Grows CRM Cloud
  • Adobe Deepens Marketing Functionality and Expands Portfolio to Commerce
  • Microsoft Strong Cloud Growth Continues

Other Notable Vendors

  • ServiceNow
  • Zendesk
  • HubSpot

Mergers and Acquisitions

Gartner Recommended Reading

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