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SaaS and CRM: 40 Percent of CRM Revenues come from the Cloud
While many sectors of the Enterprise IT market are seeing only relatively modest growth rates, areas like Big Data and the Cloud are seeing gang-buster growth. For example, Gartner estimates that the global CRM market is grew at a rate of 12.5 percent in 2012, a rate that’s three times faster than the average enterprise software segment. Global CRM is now an $18 billion annual business.
Gartner’s report noted that 40 percent of all CRM revenue in 2012 came from SaaS-based CRM.
The CRM market has been very active. Gartner notes that between 2009 and 2012 that there have been more than 50 acquisitions, resulting in greater consolidation among vendors. The top five players in the CRM market now control 50 percent of the market. Smaller players like Zoho are also growing very quickly — Zoho saw growth of 81.2 percent in 2012. Gartner said that smaller vendors are growing quickly because of features they’re adding in the areas of SaaS, social, e-commerce and mobility.
Joanne Correia, vice president at Gartner, said that “Competition among CRM software vendors really heated up in 2012, as major players continued to vie for broader market penetration internationally and more widespread adoption within midsize to large enterprises. Market growth in 2012 was three times the average for all enterprise software, highlighting how CRM is at the eye of the Nexus of Forces storm.”
