Gartner Says CRM Became the Largest Software Market in 2017
Announcement posted by Gartner 12 Apr 2018
Analysts to Discuss the Next Generation of CX at Gartner Customer Experience & Technologies Summits in London and Sydney
At the end of 2017, worldwide customer relationship management (CRM) software revenue overtook that of database management systems (DBMSs), making CRM the largest of all software markets, according to Gartner, Inc.
In Australia, CRM is also easily the largest software category, with revenue forecast to grow 20.6 percent to reach A$2.2 billion in 2018.
The same is true In New Zealand, where CRM revenue is forecast to exceed NZ$200 million in 2018, up 19.5 percent from last year.
Worldwide CRM software revenue amounted to $39.5 billion in 2017 overtaking DBMS revenue, which reached $36.8 billion in the same year. "In 2018, CRM software revenue will continue to take the lead of all software markets and be the fastest growing software market with a growth rate of 16 percent," said Julian Poulter, research director at Gartner.
Mr. Poulter added that the strong growth rate of CRM software revenue is driven in particular by the segments of lead management, voice of the customer and field service management, each of which is achieving more than 20 percent growth.
Gartner has witnessed the rise of marketing technology and a recent resurgence in sales technology in the CRM market. This growing market is attracting many new entrants. However, the major vendors offering CRM suites covering sales, commerce and service are showing stronger than average growth and are successful at cross-selling additional modules to existing customers.
"Organizations are keen to avoid silos of information and to obtain a 360 degree view of the customer, said Mr. Poulter."The 360 degree view allows better application of artificial intelligence to make the users of the CRM system more effective."
Cost of GDPR Compliance Expected to Increase Budget for Information Security, CRM and CX
CRM systems typically contain vast amounts of (sensitive) personal data and are kept for a considerable amount of time, making them a more likely source of noncompliance with the European General Data Protection Regulation (GDPR) than other applications.
The cost of GDPR compliance is expected to increase the existing budget for information security, CRM and customer experience (CX) in the next three years. Areas for technology investment include marketing technology, data loss prevention, security information and event management, and security consulting, especially in Western Europe.
"It is critical that organizations are compliant with GDPR as soon as possible, or at the very latest May 25, because when customers don't trust an organization's customer data protection, they put their own safeguards in place, like providing false data or closing accounts," said Bart Willemsen, research director at Gartner. This reduces an organization's chances of reaching the right customers with the right offers at the right time."
Mr. Willemsen added: "Poor CRM will lead to a privacy violation and a GDPR sanction. Application leaders need to enhance control over personal data usage throughout the data life cycle and safeguard processed personal data so that it is not used beyond the context of predefined and documented use cases."
Gartner Customer Experience & Technologies Summits
CX trends will be further discussed at the Customer Experience & Technologies Summits, May 24-25 in London and June 18-19 in Sydney. Follow news and updates from the event on Twitter at #GartnerCX.
About Gartner
Gartner, Inc. (NYSE: IT), is the world's leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organizations of tomorrow.
Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We're trusted as an objective resource and critical partner by more than 12,000 organizations in more than 100 countries — across all major functions, in every industry and enterprise size.
To learn more about how we help decision makers fuel the future of business, visit www.gartner.com.
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In Australia, CRM is also easily the largest software category, with revenue forecast to grow 20.6 percent to reach A$2.2 billion in 2018.
The same is true In New Zealand, where CRM revenue is forecast to exceed NZ$200 million in 2018, up 19.5 percent from last year.
Worldwide CRM software revenue amounted to $39.5 billion in 2017 overtaking DBMS revenue, which reached $36.8 billion in the same year. "In 2018, CRM software revenue will continue to take the lead of all software markets and be the fastest growing software market with a growth rate of 16 percent," said Julian Poulter, research director at Gartner.
Mr. Poulter added that the strong growth rate of CRM software revenue is driven in particular by the segments of lead management, voice of the customer and field service management, each of which is achieving more than 20 percent growth.
Gartner has witnessed the rise of marketing technology and a recent resurgence in sales technology in the CRM market. This growing market is attracting many new entrants. However, the major vendors offering CRM suites covering sales, commerce and service are showing stronger than average growth and are successful at cross-selling additional modules to existing customers.
"Organizations are keen to avoid silos of information and to obtain a 360 degree view of the customer, said Mr. Poulter."The 360 degree view allows better application of artificial intelligence to make the users of the CRM system more effective."
Cost of GDPR Compliance Expected to Increase Budget for Information Security, CRM and CX
CRM systems typically contain vast amounts of (sensitive) personal data and are kept for a considerable amount of time, making them a more likely source of noncompliance with the European General Data Protection Regulation (GDPR) than other applications.
The cost of GDPR compliance is expected to increase the existing budget for information security, CRM and customer experience (CX) in the next three years. Areas for technology investment include marketing technology, data loss prevention, security information and event management, and security consulting, especially in Western Europe.
"It is critical that organizations are compliant with GDPR as soon as possible, or at the very latest May 25, because when customers don't trust an organization's customer data protection, they put their own safeguards in place, like providing false data or closing accounts," said Bart Willemsen, research director at Gartner. This reduces an organization's chances of reaching the right customers with the right offers at the right time."
Mr. Willemsen added: "Poor CRM will lead to a privacy violation and a GDPR sanction. Application leaders need to enhance control over personal data usage throughout the data life cycle and safeguard processed personal data so that it is not used beyond the context of predefined and documented use cases."
Gartner Customer Experience & Technologies Summits
CX trends will be further discussed at the Customer Experience & Technologies Summits, May 24-25 in London and June 18-19 in Sydney. Follow news and updates from the event on Twitter at #GartnerCX.
About Gartner
Gartner, Inc. (NYSE: IT), is the world's leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organizations of tomorrow.
Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We're trusted as an objective resource and critical partner by more than 12,000 organizations in more than 100 countries — across all major functions, in every industry and enterprise size.
To learn more about how we help decision makers fuel the future of business, visit www.gartner.com.
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