Worldwide customer relationship management (CRM) software totaled $26.3 billion in 2015, up 12.3% from 23.4 billion in 2014, according to Gartner Inc.
Top five CRM software vendors accounted for more than 45% of the total market in 2015. The vendors are Salesforce, SAP, Oracle, Microsoft, and Adobe. Among the vendors, Salesforce occupied 19.7% market share with a total revenue of $5,170.9 million up from $4,268.5 million. SAP stands at the second with 10.2% market share and a revenue of $2,684.4 million. Oracle occupies the third position with 7.8% share, followed by Microsoft and Adobe with 4.3% and 3.6% market shares respectively.
“The merger and acquisition activity that began flowing through the market in 2009 continued in 2015, with more than 30 notable acquisitions, Julian Poulter, research director at Gartner. “This has resulted in increased competition at the top end of the CRM market, with the continued focus of global vendors’ sales forces driving good growth worldwide in all CRM sub-segments but only for cloud or software as a service (SaaS) applications.”
CRM growth is driven by cloud service revenue, which, in the application space, uses SaaS as the major delivery model,” said Mr. Poulter. “SaaS revenue grew 27% year-over-year, which is more than double overall CRM market growth in 2015. On-premises new license revenue declined one percent for the same period.”
Geographically, the spending in North America continued in double digits as this market continued to generate the bulk of revenue (55.7%) in the overall CRM market. Emerging Asia/Pacific grew the fastest, with growth of 21.9% in 2015, closely followed by greater China with 18.4% growth. Middle East and North Africa and mature Asia/Pacific both achieved double-digit growth at 10.7 and 10.2%, respectively.