Gartner: Weltweiter CRM-Markt wächst 2007 um 23 Prozent

Montag, 7. Juli 2008 um 12:45

Amdocs

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421.0

5.6

365.9

5.6

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15.1

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Microsoft

332.1

2.7

176.1

2.7

88.6

Others

3289.1

40.6

2,881.6

43.7

14.1

Total

8,089.3

100.0

6,573.8

100.0

23.1

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Source: Gartner (July 2008)

SaaS continued to drive the market forward, representing more than 15 per cent of total CRM software market revenue in 2007. Growth in SaaS resulted from gains by SaaS pure plays, traditional on-premises vendors offering on-demand solutions and vendors transitioning their installed base from on-premise to on-demand. Though the sales segment still represents the largest contributor to SaaS revenue, demand is increasing for marketing automation and customer service and support solutions. Vendors that offer both on-demand and on-premise solutions are acquiring new customers and shifting their customer bases and revenue models to a greater proportion of SaaS in response to market demand.

The CRM market remains highly concentrated in Western economies, with emerging markets accounting for only about 15 per cent of the market. In 2007, over 53 per cent of the CRM market was concentrated in North America, and Western Europe garnered 32 per cent of the market. However, growth rates in emerging markets surged in 2007 with the Middle East and Africa region and Eastern Europe both exceeding 40 percent growth. Growth in Latin America is beginning to accelerate, and Asia/Pacific is providing growth prospects for an increasing number of vendors as the CRM market expands into Singapore, Malaysia, Hong Kong, Vietnam and South Korea. Australia continues to be the largest market in Asia/Pacific, but China and India represent significant longer-term market opportunities.

“CRM vendors should focus on offering products, services and contractual arrangements that enable customers to create the optimal experience for their clients,” said Ms Mertz. “Top priorities include online communities, workforce optimisation, analytics, multichannel campaign management and marketing resource management.”

“Looking forward, social networking, collaborative technologies and social software are producing a major impact on the CRM market. Enterprises face increasing challenges to determine how best to harness these trends and technologies for growth, both internally and in their customer service strategies,” said Ms Mertz.

Additional information is available in the Gartner report “Dataquest Insight: Customer Relationship Management, Worldwide, 2007.” The report is available on Gartner's website at http://www.gartner.com/DisplayDocument?ref=g_search&id=713315&subref=simplesearch.

Gartner analysts will examine additional trends in the CRM market at the Gartner CRM Summit, which will be held September 8-10 at the Gaylord National Resort & Convention Center in Washington, D.C. The Gartner CRM Summit is a comprehensive event offering the latest customer strategies and technologies, how those technologies affect customer relationship initiatives, and what organizational and cultural changes must occur to meet a company’s goals. Additional information is available at www.gartner.com/us/crm. Members of the media can register by sending an e-mail to Christy Pettey at [email protected].

About Gartner

Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. Gartner delivers the technology-related insight necessary for its clients to make the right decisions, every day. From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to technology investors, Gartner is the indispensable partner to 60,000 clients in 10,000 distinct organizations. Through the resources of Gartner Research, Gartner Executive Programs, Gartner Consulting and Gartner Events, Gartner works with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, U.S.A., and has 4,000 associates, including 1,200 research analysts and consultants in 80 countries. For more information, visit www.gartner.com.

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