Salesforce.com, which introduced the idea of cloud computing to many organisations, has leapt past SAP as the leading CRM vendor, a report from Gartner has found.
While SAP enjoyed 12.9 percent of the CRM market, Salesforce jumped past with 14.9 percent. Revenues for Salesforce.com in the CRM space were $US2.5 billion, marginally ahead of SAP’s $US2.3 billion.
Worldwide, total CRM revenue totalled $US18 billion, a rise of 12.5 percent on the previous year’s figure of $US16 billion.
Third place in the CRM stakes was Oracle, with sales of just over $US2 billion, Microsoft with sales of $US1.1 billion, and IBM an also-ran, with sales in the region of $US650 million.
The strongest markets for CRM, accounting for 80 percent of all spending, were the US and Western Europe. However, despite a strong market, Western Europe’s sales grew only one percent, which Gartner attributed to the strong US dollar.
It’s also worth noting the top five CRM vendors accounted for only half the overall CRM market, with smaller players such as Sugar CRM making a strong showing. Overall market share for the remainder of players was just over fifty percent, indicating a competitive market for CRM, even at the lower reaches.