Gartner Research

Market Share Analysis: Customer Experience and Relationship Management Software, Worldwide, 2022

Published: 31 August 2023


The CRM market grew 14.0% to $96.3 billion in 2022, a solid performance after 18.7% growth in 2021, which was itself a rebound after slower growth in 2020 caused by the pandemic. This research can help technology and service providers better understand growth drivers of the CRM markets.

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Key Market Findings
  • The worldwide CRM market grew by 14.0% to $96.3 billion in 2022, up by $11.8 billion from 2021. Overall, this was solid growth and demonstrates the resilience of the CRM market and the importance of customer relationships to the enterprise.

  • Various CRM subsegments saw growth rates reduce following the temporarily high growth rates seen in 2021, which represented a “rebound” after some budget constraints during the pandemic years. Marketing saw a slip from 19.4% growth in 2021 to 12.0% in 2022. Digital commerce experienced modest growth of 11.2%, down from 21.8% in 2021, showing the continued importance for

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Roland Johnson Yanna Dharmasthira Amarendra . Alexandre Oddos Julian Poulter Kanchi Bindal

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