Worldwide CRM Applications Market Forecast to Reach $18.2 Billion in 2011, Up 11% from 2010, According to IDC

FRAMINGHAM, Mass.--(BUSINESS WIRE)--International Data Corporation (IDC) today released its latest results from the Worldwide Semiannual Customer Relationship Management (CRM) Applications Tracker. The Tracker monitors nearly 190 CRM vendors (global and local) across a total of 49 countries globally. Information provided include biannual market size, vendor share, and forecast data for the four functional markets – Marketing, Sales, Customer Service, and Contact Center – that comprise the CRM applications market.

“The CRM applications market experiences growth in an organic relationship with broader market conditions and organizational performance. Movements such as social and mobile are bringing consumer-like experience requirements to all aspects of end customer engagement with the companies with whom they conduct business”

"The global CRM applications market recorded a very strong performance in the first half of this year, with revenues totaling $9.2 billion," said Wilvin Chee, associate vice president, Worldwide Software Trackers. "The semiannual year-on-year growth of 13.3% was a third stronger than what it was a year ago."

Out of the four functional markets, Sales, Marketing, and Customer Service are each expected to achieve double-digit growth in 2011. While the Contact Center functional is not forecast to follow suit, it nevertheless should recover very strongly from a prior year decline of 3.6%. In terms of geography, Americas and Europe will be registering at least double the growth of 2010.

"The CRM applications market experiences growth in an organic relationship with broader market conditions and organizational performance. Movements such as social and mobile are bringing consumer-like experience requirements to all aspects of end customer engagement with the companies with whom they conduct business," said Mary Wardley, program vice president, CRM Applications. "As a result, we will see requirements for a modernization of customer-facing processes, which will precipitate increased investment in supporting systems such as CRM applications."

A total of 18 vendors (two more than during the first half of 2010) achieved revenues of more than $100 million revenue during the first half of 2011 (1H11). Combined, these vendors captured a total market share of 63% with the remainder shared among 170 vendors and others. The two new vendors that surpassed the $100 million revenue mark in 1H11 were Nuance Communications and Reynolds & Reynolds.

Oracle remained the number 1 CRM vendor worldwide, growing above the market average and the only vendor that earned double-digit market share (13.2%) during the first half of 2011. Salesforce.com continued to impress with the best year-over-year growth (22.6%) among the top 10 vendors during the same period and moving into the number 2 position worldwide for the first time since IDC started tracking the market semiannually in 2008. Within the top 10, SAP and NICE Systems were the other vendors that had stronger than overall market growth.

IDC's Worldwide Semiannual Customer Relationship Management Applications Tracker provides total market size and vendor share for the contact center, customer service, marketing, and sales segments of the global CRM software market. Measurement for this Tracker is total software revenue, which includes license plus maintenance plus SaaS and other subscription revenue. The Tracker covers up to 49 nations in total. Annual five-year market forecasts for this Tracker are updated semiannually and include five-year annual market projections. Forecasts are available at worldwide, regional, and country levels.

For more information about IDC's Worldwide Semiannual Software Trackers, please contact Kathy Nagamine at 650-350-6423 or [e-mail].

About IDC

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community to make fact-based decisions on technology purchases and business strategy. More than 1,000 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. For more than 47 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company. You can learn more about IDC by visiting www.idc.com.

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