CRM is dominating with biggest market share and fastest growing enterprise software category published according to Gartner in the latest market sizing, and market share research that had been published this week. Gartner defined CRM for providing the functionality to companies across four different segments with added customer support and service digital commerce, market, and sales. All the four subsegments of the CRM market grew by more than 13.7 percent with marketing emerging as the fastest growing segment that increased by the 18.8 percent and representing more than 25 percent of the entire CRM market. Customer service and support retain the Number 1 position contributing 35.7 percent of CRM market revenue attaining revenue $17.1 billion in 2018.
Salesforce continues to dominate CRM globally, with an increase in its market share from 18.3 percent in 2017 to 19.5 percent in 2018. Adobe is the only other vendors that are set grow with a market share in 2018. Microsoft and SAP successfully held to market share while Oracle lost share. Adobes CRM sales have jumped from $2 billion in 2017 to $2.4 billion in 2018, growing the fastest of all competitors in the market. SAP grew by almost 15.5 percent between 2017 and 2018, just below the overall market growth of 15.6 percent with Microsoft 15 percent, and Oracle 7.1 percent grew slower than the market.
Salesforce has 11.7 percent of the marketing sub-segment followed by IBM that holds 5.7 percent of the market share, SAP that has 4 percent, Oracle 3.6 percent, and Hubspot 3.4 percent. Gartner estimates the marketing sub-segment was a $12.2 billion market in 2018, increasing from $10.3 billion in 2017, achieving 18.8 percent in just a year. Salesforce with added cloud applications reduce the need for a specific system or various infrastructure technology making the complete CRM setup agile and cost effective.
