The customer relationship management sector is highly fragmented—18 vendors with more than $100 million in revenue—but Oracle is the only one with double-digit market share, according to IDC data.
IDC defines the CRM market as applications that address marketing, sales, customer service and contact center. The global CRM market had revenue of $9.2 billion in the first half of 2011, up 13.2 percent from a year ago.
Among the key points (IDC didn’t disclose in-depth vendor rankings):
- Oracle had 13.2 percent of the CRM market in the first half. Oracle was the only CRM vendor with double digit market share.
- Salesforce.com was No. 2 in the first half and delivered the best growth for the period—up 22.6 percent from a year ago.
- Marketing, sales and customer service were categories with double-digit growth.
- 18 vendors had 63 percent of the CRM market with 170 vendors splitting the rest of the category. Yes, folks that’s 170 vendors.
- Nuance Communications and Reynolds & Reynolds cracked the $100 million revenue mark.
- SAP and NICE Systems grew faster than the market.
