TECH SUPPLIER Sep 2019 - Market Share - Doc # EUR145458219

Western Europe CRM Application Vendor Share, 2018: Salesforce Continues to Outpace its Rivals

By: Gerry BrownResearch Director, European Software Group, Alexandros StratisResearch Manager, Erica SpinoniResearch Analyst, European Software

Table of Contents

List of Attachments

IDC Market Share Figure

Figure: Western Europe CRM Applications 2018 Share Snapshot

Executive Summary

Advice for Technology Suppliers

Market Share

Table: Western Europe CRM Applications Revenue by Vendor, 2016–2018 (2H18 Constant $M)

Figure: Western Europe CRM Applications Revenue, 2016–2018

Table: Western Europe Advertising Applications by Vendor, 2016–2018 (2H18 Constant $M)

Table: Western Europe Contact Center Applications by Vendor, 2016–2018 (2H18 Constant $M)

Table: Western Europe Customer Service Applications by Vendor, 2016–2018 (2H18 Constant $M)

Table: Western Europe Digital Commerce by Vendor, 2016–2018 (2H18 Constant $M)

Table: Western Europe Marketing Applications by Vendor, 2016–2018 (2H18 Constant $M)

Table: Western Europe Sales Applications by Vendor, 2016–2018 (2H18 Constant $M)

Table: Western Europe CRM Application Revenue by Country, 2016–2018 (2H18 Constant $M)

Table: Benelux CRM Application Vendors' Revenue, 2016–2018 (2H18 Constant $M)

Table: France CRM Application Vendors' Revenue, 2016–2018 (2H18 Constant $M)

Table: Germany CRM Application Vendors' Revenue, 2016–2018 (2H18 Constant $M)

Table: Italy CRM Application Vendors' Revenue, 2016–2018 (2H18 Constant $M)

Table: Nordics CRM Application Vendors' Revenue, 2016–2018 (2H18 Constant $M)

Table: U.K. CRM Application Vendors' Revenue, 2016–2018 (2H18 Constant $M)

Figure: Western Europe CRM Application Revenue by Deployment Model, 2018 (2H18 Constant $M)

Table: Western Europe CRM Application (PCS) Revenue by Vendor, 2016–2018 (2H18 Constant $M)

Who Shaped the Year

Market Context

Significant Market Developments

eCommerce and Advertising Applications Become Part of the CRM

Secure, Externally Facing Open APIs Are Required

GDPR Forces Vendors and Enterprises to Take Customer Data Privacy and Consent Seriously

AI Becomes Ubiquitous Within CRM Suites

Methodology

Market Definition

Related Research

Content


Related Links