The global spending on Customer Experience and Relationship Management (Crm) software in 2018 grew by 15.6%, reaching 48.2 billion in 2018.
It is found by Gartner data, which defines the Crm as the largest and fastest growing enterprise application software category, which is worth a quarter of the total enterprise software market.
Overall, worldwide, software application business is worth 193.6 billion in 2018, 12.5% higher than in 2017, when it was worth 172.1 billion.
Crm means cloud
Approximately 72.9% of Crm spending in 2018 was on software as a service (SaaS) and, driven by the continuous search for agility and operational flexibility and usability with mobile devices, it is expected to reach 75% of total spending of
Since the start of the transition to the cloud, Crm oea software is likely to see a gradual reduction in growth rates, as a result of high adoption.
As Gartner’s senior analyst, Julian Poulter, said, cloud growth declined slightly in 2018, but remains strong, with a good 20%, and significantly above the overall growth rate of 15.6%.
According to Gartner’s data, the top five Crm software providers account for more than 40% of the total market in 2018.
In the first place, with in Crm in five in use in the world, there is always Saledforce. Among the top five vendors had few changes in the ranking compared to 2017, although Microsoft climbed to fifth place, surpassing little Genesys.
All sub-segments of the Customer Experience and Relationship Management market have grown by more than 13.7%, with marketing that has been established as the fastest growing segment, with an increase of 18.8% and representing more than 25% of the entire market.
Customer service and support maintain the first position, contributing 35.7% of the revenues of the Customer Experience and Relationship Management market.