Salesforce has achieved the highest annual revenue rise in CRM while also being declared the number one CRM provider by the International Data Corporation (IDC).
Salesforce is the market share leader for CRM in North America, Latin America, Western Europe, and Asia-Pacific (including Japan).
This marks the tenth consecutive year that the CRM (customer relationship management) provider, Salesforce, has received the global market intelligence firm’s award.
David Schmaier, President and Chief Product Officer at Salesforce, said: “Our customers are at the center of our strategy, and IDC’s recognition for 10 years of CRM market leadership is testament to the work we’ve done on their behalf to continually innovate.
Our technology is more mission-critical now than ever, and with Salesforce’s combination of AI, data, and CRM, we are helping companies across industries connect with their customers in entirely new ways.”
The IDC’s Worldwide Semiannual Software Tracker, which was used to determine Salesforce as the number one CRM provider, provides an in-depth view of the competition and market dynamics shaping the software industry.
It tracks individual software vendors’ business performance and makes predictions about the industry’s development, across 54 geographies and 81 market segments, five years into the future.
The tracker also offers insights into the transition from on-premises deployments to cloud services by dividing software revenue into geography, market segment, vendor, and deployment type.
In November 2022, IDC research showed that Salesforce was leading the CRM space, with 22.9 percent of the market.
According to IDC’s findings, Salesforce far outstrips its competition, as its next closest competitor, Microsoft, has a relatively small 5.8 percent market share. Oracle and SAP follow next with around a five percent share of the CRM market.
Patrick Watson, a Senior Analyst from the Cavell Group, discussed the CRM landscape with CX Todayand explained that there is more to compete over than just market share. He said: “There are a huge number of providers gunning for the CRM space.
One thing we’ve seen and heard from technology providers is there’s a growing focus on vertical-specific solutions across all technology landscapes.”
Nucleus Research CRM Matrix 2023
In spite of these achievements, Salesforce failed to achieve leader status in Nucleus Research’s latest CRM matrix.
Instead, the CRM vendor was placed as the leader of the expert quadrant, ahead of SAP, X2Engine, and NexJ.
The CRM leaders, which performed above average in their usability and functionality, according to Nucleus Research, were Zoho, Oracle, Microsoft, SugarCRM, and Creatio.
The results show that Salesforce had strong functionality, second only to Oracle, but its usability did not score highly enough to push it over the line into the leader quadrant.
Nucleus observed that Trailhead, Salesforce’s online learning platform to educate and certify developers, is central to its value proposition, as well as partner solutions in AppExchange, predictive analytics, and Einstein AI.
The latter was another first for the company earlier this month, as it revealed plans to launch Einstein GPT, the first-ever generative AI for CRM.
Recently, Salesforce announced Einstein GPT for Flow, its automation suite. The addition of Einstein GPT will enable organizations to increase their operational efficiency and deliver new flows to businesses faster.
Also this month, Salesforce released new Customer 360 for Health capabilities, enabling healthcare providers to provide more personalized patient experiences.
