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Oracle Confidential Gartner Dataquest: CRM Software Worldwide, 2009 Market Share by Subsegment 2009 Revenue M (US) 2008 Revenue: $ 9,147 B (US) 2009 Revenue: $ 9,315 B (US) Customer Service 3,286 Marketing 1,952 Sales 4,077 Total 9,315 Total Market Share 2009 Total Market Share 2008 vs Source: Gartner CRM Software, Worldwide, By Sharon Metz, Chris Pang, Yanna Dharmasthira, Published April 2010
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CRM Software Market Share Gartner 2009 and IDC 2008
Oracle Confidential
Notes for Usage• The marketshare positions in this presentation are IDC & Gartner’s best
estimates of Oracle’s performance and not Oracle final revenues• Data in this presentation is not approved for general external usage (i.e.
– marketing or event presentations). If you wish to use this data in a widespread presentation, please contact Brenda Connor in Analyst Relations for help in securing required analyst approvals
• This data can be used in presentations or RFP’s to individual customers or partners without further approvals (i.e., – a sales meeting).
• This data can be used in 1-1 press discussions, but not to a general press event with more than one journalist
• There are no restrictions on using this data or presentation internally• Use this data as is; do not make changes
Oracle Confidential
Gartner Dataquest: CRM Software Worldwide, 2009
Market Share by Subsegment 2009 Revenue M (US)
• 2008 Revenue: $ 9,147 B (US) • 2009 Revenue: $ 9,315 B (US)
• Customer Service 3,286
• Marketing 1,952
• Sales 4,077
• Total 9,315
Total Market Share 2009
Total Market Share 2008 vs. 2009
Source: Gartner CRM Software, Worldwide, 2009 - By Sharon Metz, Chris Pang, Yanna Dharmasthira, Published April 2010
Oracle Confidential
Gartner Dataquest: CRM Software North America, 2009
Market Share by Subsegment 2009 Revenue M (US)
• 2008 Revenue: $4805 B (US)• 2009 Revenue: $4964 B (US)
• Customer Service 1,781
• Marketing 972
• Sales 2,211
• Total 4,964
Total Market Share 2009
Total Market Share 2008 vs. 2009
Source: Gartner CRM Software, Worldwide, 2009 - By Sharon Metz, Chris Pang, Yanna Dharmasthira, Published April 2010
Oracle Confidential
Gartner Dataquest: CRM Software EMEA, 2009
Market Share by Subsegment 2009 Revenue M (US)
• 2008 Revenue: $3,305 B (US)• 2009 Revenue: $3,256 B (US)• Customer Service 1,129
• Marketing 744
• Sales 1,383
• Total 3,256
Total Market Share 2009
Total Market Share 2008 vs. 2009
Source: Gartner CRM Software, Worldwide, 2009 - By Sharon Metz, Chris Pang, Yanna Dharmasthira, Published April 2010
Oracle Confidential
Gartner Dataquest: CRM Software APAC, 2009
Market Share by Subsegment 2009 Revenue M (US)
• 2008 Revenue: $507 M (US)• 2009 Revenue: $550 M (US)
• Customer Service 191
• Marketing 120
• Sales 239
• Total 550
Total Market Share 2009
Total Market Share 2008 vs. 2009
Source: Gartner CRM Software, Worldwide, 2009 - By Sharon Metz, Chris Pang, Yanna Dharmasthira, Published April 2010
Oracle Confidential
Gartner Dataquest: CRM Software JAPAN, 2009
Market Share by Subsegment 2009 Revenue M (US)
Total Market Share 2009
Total Market Share 2008 vs. 2009
Source: Gartner CRM Software, Worldwide, 2009 - By Sharon Metz, Chris Pang, Yanna Dharmasthira, Published April 2010
• 2008 Revenue: $336 M (US)• 2009 Revenue: $331 M (US)
• Customer Service 106
• Marketing 78
• Sales 147
• Total 331
Oracle Confidential
Gartner Dataquest: CRM Software Latin America, 2009
Market Share by Subsegment 2009 Revenue M (US)
• 2008 Revenue: $194 M (US)• 2009 Revenue: $217 M (US)
• Customer Service 79
• Marketing 39
• Sales 99
• Total 217
Total Market Share 2009
Total Market Share 2008 vs. 2009
Source: Gartner CRM Software, Worldwide, 2009 - By Sharon Metz, Chris Pang, Yanna Dharmasthira, Published April 2010
Oracle Confidential
IDC Worldwide CRM Applications Revenue Marketing Automation 2008-2013 ($M)
• 2007 Revenue: $2.6 B (US)• 2008 Revenue: $2.8 B (US)
Total Market Share 2008
Total Market Revenue 2007 vs. 2008
Source: IDC Worldwide Marketing Automation 2008 Vendor Shares by Mary Wardley Published June 2009
Market Share by Regions
Oracle Confidential
IDC Worldwide CRM Applications Revenue Sales Automation 2008-2013 ($M)
• 2007 Revenue: $3.7 B (US)• 2008 Revenue: $4.3 B (US)
Total Market Share 2008
Total Market Revenue 2007 vs. 2008
Source: IDC Worldwide Sales Automation 2008 Vendor Shares by Mary Wardley Published June 2009
Market Share by Regions
Oracle Confidential
IDC Worldwide CRM Applications Revenue Customer Service 2008-2013 ($M)
• 2007 Revenue: $3.0 B (US)• 2008 Revenue: $3.3 B (US)
Total Market Share 2008
Total Market Revenue 2007 vs. 2008
Source: IDC Worldwide Customer Service Applications 2008 Vendor Shares: Staying in Touch for High ReturnsMary Wardley Published July 2009
Market Share by Regions
Oracle Confidential
IDC CRM Applications Revenue Western European 2008
• 2007 Revenue: $3.135 B (Euro)• 2008 Revenue: $3.241 B (Euro)
Total Market Share 2008
Total Market Revenue 2007 vs. 2008
Source: IDC CRM applications revenue 2008 Western European Bo Lykkegaard Published 2009
Market Share Functional Market
