Here are several excerpts from an article by Thomas Wailgum, Report Ranks Top 10 CRM Vendors:
In the report, AMR analysts Rob Bois, Marianne D’Aquila and Karen Carter note that the customer management software market returned to double-digit growth rates “that haven’t been seen since the dotcom boom.”
“Fueled by renewed interest in customer experience management,” notes the report, “heightened accountability and heavy development investments from the vendors, the CRM acronym has become fashionable again.”
Vendors’ 2007 CRM revenue totaled more than US$14 billion, which was an “impressive” 12 percent growth rate over 2006, according to the report.
“This represents the strongest year-over-year growth rate for the segment since 2000, when the customer management market was still in hyper-growth,” write the analysts.
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“The 2007 growth rate also marked a plateau for the consolidation that has suppressed growth over the past several years, indicating a new level of maturity for the customer management software market.”
These software vendors own the top 10 spots in AMR Research’s customer management market.
The Top 10 CRM ‘07 Revenue / ‘06-’07 Growth Rate:
1. SAP $2.7 billion / 20%
2. Oracle $1.9 billion / 39%
3. Salesforce.com $749 million / 51%
4. Cegidim Dendrite $602 million / 82%
5. Amdocs $522 million / 14%
6. Aspect $480 million / -2%
7. Verint Witness Actionable Solutions $395 million / 78%
8. Microsoft $360 million / 39%
9. SAS $323 million / 34%
10. Avaya $267 million / 2%Source: AMR Research, 2008
The AMR analysts point out that the top 20 vendors realized a more robust growth rate (28 percent) than the overall average (12 percent).
