Report cover image

European CRM Application Market Shares, 2021: Salesforce Dominates While Microsoft Climbs

Publisher IDC
Published Jun 08, 2022
Length 23 Pages
SKU # IDC17223335

Description

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.

Table of Contents

23 Pages
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

Pricing

Currency Rates
How Do Licenses Work?

How Do Licenses Work?

The primary function of a report license is to define how many people within a company are authorized to use the purchased report. This is separate to how a report might be delivered. Unless specifically identified otherwise, the purchase option is Single User. Below is a helpful description of that license, along with a sampling of others most commonly offered.

  • This license allows only one user to have access to and to use/read the report. It is not one user at a time or one user group; it is an individual who will be reading and utilizing the report.

  • This license allows for the entire purchasing company to read and use the report. This is the license level that would allow for a report to be placed on an internal company shared drive for access by all employees of that direct company. This license does not extend to parent or sister company use.

  • This license is designed to allow an entire department within a company full access to a report. The departmental license is a great option for companies that have more than one location and the department is spread out all over the country/world

  • This license is for companies that have one location where they want the report to be accessible by all employees within that physical location.

  • This is the most flexible of the licensing options. Some publishers will allow you to get a license for a preset number of people (typically 5). These licenses are ideal for small work groups.

License options are at the discretion of each publisher. As such, not all licenses indicated above are available for every product. If you are uncertain of the best license for your needs or would like a license that is not proactively available, please contact us and we will be happy to assist.

Request A Sample
Head shot

Questions or Comments?

Our team has the ability to search within reports to verify it suits your needs. We can also help maximize your budget by finding sections of reports you can purchase.
Chat Now
Contact Us