Industry Statistics and Trends
Market size and recent performance (2014-2029)
Industry revenue has grown at a CAGR of 3.7 % over the past five years, to reach an estimated $41.0bn in 2024.
Trends and Insights
CRMs lean heavily on the cloud to manage diverse clients and sales channels
- CRMs witnessed a seismic shift towards cloud-based and Software as a Service (SaaS) models during COVID, revolutionizing CRM software's accessibility. Businesses, no matter their size, could now tap into sophisticated tools without significant upfront investments in hardware or IT staff, democratizing high-level CRM functionalities.
- Additional trends and insights available with purchase
Source: IBISWorld
Industry outlook (2024-2029)
Market size is projected to grow over the next five years.
Trends and Insights
The rise of the autonomous CRM, and AI's leading role
- The future of the CRM software sector in the US is leaning heavily towards incorporating artificial intelligence (AI) that can autonomously manage customer interactions without the need for human intervention. This evolution signifies a seismic shift from traditional, manual input systems to dynamic, self-learning platforms capable of predictive analytics, automated workflow management, and real-time decision-making.
Biggest companies in the CRM System Providers in the US
| Company | Market Share (%)
2024 | Revenue ($m)
2024 | Profit ($m)
2024 | Profit Margin (%)
2024 |
|---|---|---|---|---|
Salesforce.Com, Inc. | 24,102.0 | 5,780.2 | 24.0 | |
Sap Se | 4,927.4 | 1,164.0 | 23.6 | |
Microsoft Corporation | 3,050.0 | 1,073.9 | 35.2 |
To view the market share and analysis for all 4 top companies in this industry, view purchase options.
Products & Services Segmentation
Source: IBISWorld
Industry revenue is measured across several distinct product and services lines, including Software as a product CRM , Software as a service CRM and Other services and fees. Software as a product CRM is the largest segment of the CRM System Providers in the US.
Trends and Insights
SaaS CRM enable companies to tap into smaller markets
- SaaS, or on-demand systems, enables businesses to access online CRM applications and information. The physical information and the data servers reside in a building owned by the application vendor. SaaS CRM is viewed as more affordable than SaaP CRM. Salesforce, the industry's most prominent player, has blazed a trail with its SaaS suite of services.
- More insights available in the full report
Table of Contents
About this industry
Industry definition
This industry develops software or platforms for customer relationship management (CRM). CRM is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects.
What's included in this industry?
CRM software as a productCRM software as a serviceCRM infrastructure as a service and trainingCompanies
Salesforce.Com, Inc.Sap SeMicrosoft CorporationPurchase this report to view all 4 major companies in this industry.
Related Terms
SOFTWARE AS A SERVICE (SAAS)SOFTWARE AS A PRODUCT (SAAP)CLOUD COMPUTINGOPEN SOURCEIndustry Code
NAICS 51121 - CRM System Providers in the US
Performance
Get an indication of the industry's health through historical, current and forward-looking trends in the performance indicators that make or break businesses.
Analyst insights
Cloud-based and SaaS models propelled CRM software into a new era, making sophisticated tools accessible to businesses of all sizes - this democratization of technology revolu...
In this chapter (4)
- Current Performance
- Outlook
- Volatility
- Life Cycle
Key metrics
- Annual Revenue, Recent Growth, Forecast, Revenue Volatility
- Number of Employees, Recent Growth, Forecast, Employees per Business, Revenue per Employee
- Number of Businesses, Recent Growth, Forecast, Employees per Business, Revenue per Business
- Total Profit, Profit Margin, Profit per Business
Charts
- Revenue, including historical (2014-2023) and forecast (2024-2029)
- Employees, including historical (2014-2023) and forecast (2024-2029)
- Businesses, including historical (2014-2023) and forecast (2024-2029)
- Profit, including historical (2014-2024)
- Industry Volatility vs. Revenue Growth
- Industry Life Cycle
Detailed analysis
- Trends in supply, demand and current events that are driving current industry performance
- Expected trends, economic factors and ongoing events that drive the industry's outlook
- Key success factors for businesses to overcome volatility
- How contribution to GDP, industry saturation, innovation, consolidation, and technology and systems influence the industry's life cycle phase.
Products and Markets
Learn about an industry's products and services, markets and trends in international trade.
Analyst insight
CRM software is increasingly adopted across various sectors, including healthcare, where it meets urgent needs for better patient engagement and management amidst the pandemic...
In this chapter
- Products & Services
- Major Markets
Key metrics
- Largest market segment and value in 2024
- Product innovation level
Charts
- Products & services segmentation in 2024
- Major market segmentation in 2024
Detailed analysis
- Trends impacting the recent performance of the industry's various segments
- Innovations in the industry's product or service offering, specialization or delivery method
- Key factors that successful businesses consider in their offerings
- Buying segments and key trends influencing demand for industry products and services
Geographic Breakdown
Discover where business activity is most concentrated in an industry and the factors driving these trends to find opportunities and conduct regional benchmarking.
Analyst insights
California has long been a home to software development, with Silicon Valley and San Francisco enduring as tech hubs. The state is home to two of the industries' most promine...
In this chapter (1)
- Business Locations
Charts
- Share of revenue, establishment, wages and employment in each state
- Share of population compared to establishments in each region in 2024
Tables
- Number and share of establishments in each state in 2024
- Number and share of revenue each state accounts for in 2024
- Number and share of wages each state accounts for in 2024
- Number and share of employees in each state in 2024
Detailed analysis
- Geographic spread of the industry across North America, and trends associated with changes in the business landscape
- Key success factors for businesses to use location to their advantage
Competitive Forces
Get data and insights on what's driving competition in an industry and the challenges industry operators and new entrants may face, with analysis built around Porter's Five Forces framework.
Analyst insights
CRM companies endure intense competition based on usability, with products and services that are most accessible having an advantage over their more technical counterparts. A...
In this chapter (4)
- Concentration
- Barriers to Entry
- Substitutes
- Buyer & Supplier Analysis
Key metrics
- Industry concentration level
- Industry competition level and trend
- Barriers to entry level and trend
- Substitutes level and trend
- Buyer power level and trend
- Supplier power level and trend
Charts
- Market share concentration among the top 4 suppliers from 2019-2024
- Supply chain including upstream supplying industries and downstream buying industries, flow chart
Detailed analysis
- Factors impacting the industry’s level of concentration, such as business distribution, new entrants, or merger and acquisition activity.
- Key success factors for businesses to manage the competitive environment of the industry.
- Challenges that potential industry entrants face such as legal, start-up costs, differentiation, labor/capital intensity and capital expenses.
- Key success factors for potential entrants to overcome barriers to entry.
- Competitive threats from potential substitutes for the industry’s own products and services.
- Key success factors for how successful businesses can compete with substitutes.
- Advantages that buyers have to keep favorable purchasing conditions.
- Advantages that suppliers have to maintain favorable selling conditions.
- Key success factors for how businesses can navigate buyer and supplier power.
Companies
Learn about the performance of the top companies in the industry.
Analyst insights
The CRM industry faces immense concentration, primarily due to Salesforce's dominant position, which underscores the competitive advantage of rapid technology adoption and mar...
In this chapter
- Market Share Concentration
- Companies
- Company Spotlights
Charts
- Industry market share by company in 2020 through 2024
- Major companies in the industry, including market share, revenue, profit and profit margin in 2024
- Overview of Salesforce.Com, Inc.'s performance by revenue, market share and profit margin from 2018 through 2024
- Overview of Sap Se's performance by revenue, market share and profit margin from 2018 through 2024
- Overview of Microsoft Corporation's performance by revenue, market share and profit margin from 2018 through 2024
- Overview of revenue, market share and profit margin trend for one additional company
Detailed analysis
- Description and key data for Salesforce.Com, Inc., and factors influencing its performance in the industry
- Description and key data for Sap Se, and factors influencing its performance in the industry
- Description and key data for Microsoft Corporation, and factors influencing its performance in the industry
- Description, key data and performance trends for one additional company
External Environment
Understand the demographic, economic and regulatory factors that shape how businesses in an industry perform.
Analyst insights
The shift to remote work during the pandemic expedited a surge in online business, leading to increased demand for CRMs. An associated incline in private investment in comput...
In this chapter
- External Drivers
- Regulation & Policy
- Assistance
Key metrics
- Regulation & policy level and trend
- Assistance level and trend
Charts
- Regulation & Policy historical data and forecast (2014-2029)
- Assistance historical data and forecast (2014-2029)
Detailed analysis
- Demographic and macroeconomic factors influencing the industry, including Regulation & Policy and Assistance
- Major types of regulations, regulatory bodies, industry standards or specific regulations impacting requirements for industry operators
- Key governmental and non-governmental groups or policies that may provide some relief for industry operators.
Financial Benchmarks
View average costs for industry operators and compare financial data against an industry's financial benchmarks over time.
Analyst insights
Wage costs are the single highest expense incurred by industry enterprises. Wage costs have risen dramatically as industry growth has necessitated a greater need for skilled ...
In this chapter
- Cost Structure
- Financial Ratios
- Key Ratios
Key metrics
- Profit margin, and how it compares to the sector-wide margin
- Average wages, and how it compares to the sector-wide average wage
- Largest cost component as a percentage of revenue
- Industry average ratios for days' receivables, industry coverage and debt-to-net-worth ratio
Charts
- Average industry operating costs as a share of revenue, including purchases, wages, depreciation, utilities, rent, other costs and profit in 2024
- Average sector operating costs as a share of revenue, including purchases, wages, depreciation, utilities, rent, other costs and profit in 2024
- Investment vs. share of economy
Data tables
- Industry Multiples (2017-2022)
- Industry Tax Structure (2017-2022)
- Income Statement (2017-2022)
- Balance Sheet (2017-2022)
- Liquidity Ratios (2017-2022)
- Coverage Ratios (2017-2022)
- Leverage Ratios (2017-2022)
- Operating Ratios (2017-2022)
- Cash Flow & Debt Service Ratios (2014-2029)
- Revenue per Employee (2014-2029)
- Revenue per Enterprise (2014-2029)
- Employees per Establishment (2014-2029)
- Employees per Enterprise (2014-2029)
- Average Wage (2014-2029)
- Wages/Revenue (2014-2029)
- Establishments per Enterprise (2014-2029)
- IVA/Revenue (2014-2029)
- Imports/Demand (2014-2029)
- Exports/Revenue (2014-2029)
Detailed analysis
- Trends in the cost component for industry operators and their impact on industry costs and profitability
Key Statistics
Industry Data
Data Tables
Including values and annual change:
- Revenue (2014-2029)
- IVA (2014-2029)
- Establishments (2014-2029)
- Enterprises (2014-2029)
- Employment (2014-2029)
- Exports (2014-2029)
- Imports (2014-2029)
- Wages (2014-2029)
Top Questions Answered
Unlock comprehensive answers and precise data upon purchase. View purchase options.
What is the market size of the CRM System Providers in the US industry in United States in 2024?
The market size of the CRM System Providers in the US industry in United States is $41.0bn in 2024.
How many businesses are there in the CRM System Providers in the US industry in 2024?
There are 1,535 businesses in the CRM System Providers in the US industry in United States, which has grown at a CAGR of 9.1 % between 2019 and 2024.
Has the CRM System Providers in the US industry in United States grown or declined over the past 5 years?
The market size of the CRM System Providers in the US industry in United States has been growing at a CAGR of 3.7 % between 2019 and 2024.
What is the forecast growth of the CRM System Providers in the US industry in United States over the next 5 years?
Over the next five years, the CRM System Providers in the US industry in United States is expected to grow.
What are the biggest companies in the CRM System Providers in the US market in United States?
The biggest companies operating in the CRM System Providers market in United States are Salesforce.Com, Inc., Sap Se and Microsoft Corporation
What does the CRM System Providers in the US in United States include?
CRM software as a product and CRM software as a service are part of the CRM System Providers in the US industry.
Which companies have the highest market share in the CRM System Providers in the US in United States?
The company holding the most market share in United States is Salesforce.Com, Inc..
How competitive is the CRM System Providers in the US industry in United States?
The level of competition is moderate and steady in the CRM System Providers in the US industry in United States.
Related Industries
Widen your competitive advantage with related industries
Competitors
- There are no industries to display.
Complementors
- Data Processing & Hosting Services in the US
- Operating Systems & Productivity Software Publishing in the US
- Database, Storage & Backup Software Publishing in the US
- Business Analytics & Enterprise Software Publishing in the US
International industries
- Software Publishing in Canada
- Software Publishing in Australia
- Software Publishing in the UK
- App Development in the UK
- Financial Technology in the UK
View all industries in United States
Methodology
How are IBISWorld reports created?
IBISWorld has been a leading provider of trusted industry research for over 50 years to the most successful companies worldwide. With offices in Australia, the United States, the United Kingdom, Germany and China, we are proud to have local teams of analysts that conduct research, data analysis and forecasting to produce data-driven industry reports.
Our analysts start with official, verified and publicly available sources of data to build the most accurate picture of each industry. Analysts then leverage their expertise and knowledge of the local markets to synthesize trends into digestible content for IBISWorld readers. Finally, each report is reviewed by one of IBISWorld’s editors, who provide quality assurance to ensure accuracy and readability.
IBISWorld relies on human-verified data and human-written analysis to compile each standard industry report. We do not use generative AI tools to write insights, although members can choose to leverage AI-based tools within the platform to generate additional analysis formats.
What data sources do IBISWorld analysts use?
Each industry report incorporates data and research from government databases, industry-specific sources, industry contacts, and our own proprietary database of statistics and analysis to provide balanced, independent and accurate insights.
Key data sources in the US include:
- US Census Bureau
- US Bureau of Labor Statistics
- US International Trade Commission
Analysts also use industry specific sources to complement catch-all sources, although their perspective may focus on a particular organization or representative body, rather than a clear overview of all industry operations. However, when balanced against other perspectives, industry-specific sources provide insights into industry trends.
These sources include:
- Industry and trade associations
- Industry federations or regulators
- Major industry players annual or quarterly filings
Finally, IBISWorld’s global data scientists maintain a proprietary database of macroeconomic and demand drivers, which our analysts use to help inform industry data and trends. They also maintain a database of statistics and analysis on thousands of industries, which has been built over our more than 50-year history and offers comprehensive insights into long-term trends.
How does IBISWorld forecast its data?
IBISWorld’s analysts and data scientists use the sources above to create forecasts for our proprietary datasets and industry statistics. Depending on the dataset, they may use regression analysis, multivariate analysis, time-series analysis or exponential smoothing techniques to project future data for the industry or driver. Additionally, analysts will leverage their local knowledge of industry operating and regulatory conditions to impart their best judgment on the forecast model.
IBISWorld prides itself on being a trusted, independent source of data, with over 50 years of experience building and maintaining rich datasets and forecasting tools. We are proud to be the keystone source of industry information for thousands of companies across the world.
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