The Fight for CRM Applications Market Leadership Gets Tighter, According to IDC
14 Jun 2012
FRAMINGHAM, Mass., June
14, 2012 – International Data Corporation (IDC) today released the
latest results from its Worldwide
Semiannual CRM Applications Tracker. The Tracker monitors more than
190 CRM vendors (global and local) across a total of 49 countries globally. Information
provided include biannual market size, vendor share, and forecast data for the
four functional markets – marketing automation, sales automation, customer service,
and contact center – that comprise the CRM applications market.
The second half of 2011 experienced slightly slower revenue
growth than the first half. Despite this slowing, the overall CRM applications market
still managed to achieve a year-over-year growth rate of 11.2% for the full
year. Of the 4 functional markets, marketing automation, sales automation, and
customer service experienced double-digit growth in 2011, as expected. Contact center
applications, on the other hand, grew at a single-digit rate losing almost 1.4%
of market share. Although the contact center market is forecast to maintain a positive
growth rate over the 2012-2016 forecast period, the trend of losing market
share is also forecast to continue, with contact center applications expected
to lose an additional 3.4% through 2016.
From a geographic perspective, the Americas and Japan
performed better in the second half of the year than the rest of the regions.
Meanwhile, the emerging regions (CEMA, Latin America and Asia/Pacific (excluding
Japan)) gained 0.7% of market share compared to 2010. The latter trend is
likely to continue in the upcoming years driven by countries such as Russia,
India, China and most of Latin America and theMiddle East and Africa (MEA).
"The CRM applications market is poised on the threshold
of a transformation with legacy installations being transformed into
socially-aware applications environments.
Early movement has been observed for the last several years. An influx of new social vendors and
acquisitions of social CRM applications providers by established vendors
augmenting their offerings for rapid market entry is invigorating the
market. The activity is expected to
continue through 2012 and is bringing net-new revenue to the space." said Mary Wardley,
program vice president, CRM
The competitive scenario for the worldwide CRM applications
market is becoming decidedly more interesting. The top the vendors are closer
than ever with just one percentage point or less separating the leaders. One
area of differentiation among the leaders is the geographic basis upon which
their global market shares are built. While Oracle holds the lead in Asia/Pacific
(excluding Japan), Salesforce.com is very strong in North America and Japan. And
SAP is the established leader in EMEA and Latin America.
The top 10 vendors made up 49% of the CRM applications
market in 2011, gaining 0.8% compared to 2010. IBM broke into the top 10 list
for the first time in 2011 with double-digit year-over-year growth. Other top-growing
vendors among the top 10 were SAP, Salesforce.com, and NICE Systems. SAS,
Adobe, Microsoft, Nuance Communications Inc., RightNow Technologies Inc., Interactive
Intelligence Inc, and LivePerson were all among the top 25 CRM Applications vendors.
Chart: Top Five Worldwide CRM Applications Vendors, SW Revenue Market Share, 2011Description: Worldwide Semiannual CRM Applications Tracker
IDC's Worldwide Semiannual CRM Applications Tracker covers both historical, starting 2009, and forecast (5 years annual) data for all CRM Applications functional markets. Packaged software vendor revenue is presented for 4 markets (Marketing Automation, Sales Automation, Customer Service, and Contact Center) and eighteen countries and rest of regions (USA, Canada, Brazil, Rest of Latin America, UK, Germany, France, Italy, Rest of Western Europe, Russia, Rest of Central and Eastern Europe, Rest of Middle East and Africa, China, South Korea, Australia, India, Rest of Asia/Pacific excluding Japan, and Japan). Data on over 190 companies is presented. Historical semiannual and forecast annual data is provided twice a year.
For more information, or to subscribe to the research, please contact Kathy Nagamine at 1-650-350-6423 or email@example.com.
Further detail about this product can be found at:
Tags: IDC, CRM, applications, tracker, software, vendor, revenue, Oracle, Microsoft, Salesforce.com, SAP, Avaya, Verint, data, shares, forecast, forecaster, 2011, 2012Author: IDCcharts powered by iCharts
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Semiannual Customer Relationship Management Applications Tracker
provides total market size and vendor share for the contact center, customer
service, marketing, and sales segments of the global CRM software market.
Measurement for this tracker is total software revenue, which includes license
plus maintenance plus SaaS and other subscription revenue. The Tracker covers up
to 49 nations in total. Annual five-year market forecasts for this Tracker are
updated semiannually and include five-year annual market projections. Forecasts
are available at worldwide, regional, and country levels.
International Data Corporation
(IDC) is the premier global provider of market intelligence, advisory services,
and events for the information technology, telecommunications, and consumer
technology markets. IDC helps IT professionals, business executives, and the
investment community to make fact-based decisions on technology purchases and
business strategy. More than 1,000 IDC analysts provide global, regional, and
local expertise on technology and industry opportunities and trends in over 110
countries. For more than 48 years, IDC has provided strategic insights to help
our clients achieve their key business objectives. IDC is a subsidiary of IDG,
the world's leading technology media, research, and events company. You can
learn more about IDC by visiting www.idc.com.