CRM: shows Teeth


According to Gartner, the CRM software market has increased by more than 12% in 2012. In the SaaS sector, is ahead of competitors like SAP, Oracle and Microsoft. is the main beneficiary of the global market growth for customer relationship management software (CRM – Customer Relationship Management).

In 2012, the publishers active in this market generated 18,001,000,000 in revenue, an increase of 12.5% compared to 2011, based on estimates of Gartner’s research firm.

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North America and Western Europe, despite low growth, accounted for 80% of the sector’s revenues. In all regions of the world, the trend is on the rise, stresses

In addition, strong market consolidation – more than 50 acquisitions were registered in 2012 – has led to greater competition among market leaders.

“The competition among CRM software vendors intensified in 2012, the main players in the market continued to fight to increase their market share internationally and to accentuate the adoption [of their solutions] by averages and companies “, Said Joanne Correia, vice president of Gartner.

“Market growth at 2012 was three times higher than the average of all business software ,” he added through a press release.

Although most revenues are still derived from the software offered in license mode, the software-as-a-service (SaaS) segment alone accounts for 40% of the CRM market.

From now on, dominates the entire sector with a global market share of 14% and 2.521 billion in revenues generated in 2012, an increase of 26% in more than one year.

The American Enterprise cloud Specialist is ahead of the European SAP Group, whose CRM revenues amounted to 2.321 billion last year, a stable figure compared to 2011.

The market share of SAP PASTINAS is 13%. Follow the U.S. heavyweights of enterprise software — Oracle, Microsoft, and IBM.

Oracle, which has a market share of 11.1%, saw that its revenue from CRM would increase from 7.8% to 2.011 billion. Microsoft, for its part, has increased its revenue by 26% in this sector to 1.131 billion. The market share of the Redmond company is 6.3%.

Finally, if IBM remains in the last position of the world’s top 5 CRM software vendors with a market share of 3.6%, the centenary of its group still recorded a 39.4% growth in CRM revenues (649 million in 2012).

These five publishers alone generate half of the market turnover. The other actors, as a whole, have seen their income increase from 10.7% to 9.431 billion. Therefore, the good health of the sector benefits the greatest number.


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