target audience: TECH SUPPLIER  Publication date: Sep 2023 - Document type: Market Share - Doc  Document number: # US51215623

Worldwide Customer Relationship Management Software Market Shares, 2022: Growth Continues Despite Economic Gloom


  • Mary Wardley Loading
  • Roger Beharry Lall Loading
  • Heather Hershey Loading
  • Marci Maddox Loading
  • Michelle Morgan Loading
  • Gerry Murray Loading
  • Aly Pinder Loading
  • Sudhir Rajagopal Loading
  • Lou Reinemann Loading
  • David Wallace


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This IDC study provides an analysis of vendor performance in the customer relationship management applications software market for 2022, valued at $77.1 billion.

"The market year 2022 was supposed to be a return to 'business as normal' — meaning, without the pall of the COVID-19 pandemic. For most of the year, it did but with concerns of inflation and recession creeping in," said Mary Wardley, program vice president, Customer Service and Contact Center Applications at IDC. "However, the year finished with the explosion of Open AI's ChatGPT in November, which changed the projection of what the software world would look like for the foreseeable future. For CRM applications providers, the potential for radically changing the customer experience starts with generative AI."


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