European CRM Application Market Shares, 2021: Salesforce Dominates While Microsoft Climbs
This IDC Market Share study examines the CRM applications market for 2019-2021 as well as the revenue and market shares of the leading vendors in 2020. This study includes tables and charts mapping the market shares of Western European vendors for advertising, marketing, sales, digital commerce, customer service, and call center applications. "The European CRM applications market has proven to be quite resilient, and with 14.9% market growth, it is pleasing to see buyers continuing to invest in CRM and customer experience solutions. Salesforce continues its dominance, while Microsoft and Adobe both enjoyed strong growth in 2021 — all three remain permanent fixtures at the top end of the CRM table. SAP and Oracle are still among the market leaders, but they continue to shed market share as they try to balance managing their legacy products with growth in cloud-deployed solutions," said Van Valdez, associate research director, European Customer Experience, IDC.
Please Note: Extended description available upon request.
- IDC Market Share Figure
- Executive Summary
- Advice for Technology Suppliers
- Automation Must Support Both Self-Service and Assisted Channels
- Offer Solutions That Address Internal and External Experiences
- Prepare to Position Your Offerings to Operate in the Cookieless Future
- Market Share
- Who Shaped the Year
- Market Context
- Significant Market Developments
- Self-Service as the Default First Choice
- Employee Experience is Part of the New Customer Experience
- First-Party Data Strategy in a Third-Party Cookieless World
- Methodology
- Market Definition
- Related Research
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