Source: Gartner
Notes: The global CRM software market grew by 13.7% to reach $20.4 billion last year, with more than 41% of that total driven by software as a service (SaaS) revenues. The top 5 vendors accounted for half of the market’s revenues; the leading vendor, Salesforce.com, saw revenues jump 30% en route to 16.1% market share. Gartner notes that while SAP was in the second spot, it’s the market leader in the customer service and e-commerce subsegments.
Related: What’s on the CRM Buyer’s Wish List?