TECH SUPPLIER Jun 2021 - Market Share - Doc # EUR146453520

European CRM Application Vendor Shares, 2020

By: Mark YatesResearch Manager, Digital Transformation and Customer Experience, Europe, Gerry BrownCX Research Director, European Software Group

Abstract

This IDC study examines the CRM applications market for 2018-2020 and the revenue and market shares of the leading vendors pertaining to 2020. This study includes tables and charts mapping the market shares of Western European vendors for marketing, sales, customer service, and call centers.

"Somewhat surprisingly, given the serious impact of the pandemic upon European businesses, the European CRM applications market has held up better than expected, with growth of 9.6% in 2020" says Gerry Brown, Research Director, IDC Europe. "The vendor perspective has a familiar ring to it. Salesforce continues to strengthen its domination (now with roughly double the revenues of the number two vendor, SAP); the market shares of Oracle and SAP continue to erode as they struggle with legacy product portfolios, marketplace relevance, and differentiation; and Microsoft, Google, and Adobe continue to grow their challenger market shares and start to threaten the existing hegemony, breaking out from niche functional market positions into full CRM/CX platform propositions."


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