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Gartner hype cycle emerging technologies 2019 update#
Gartner hype cycle emerging technologies 2019 software#

The Gartner Hype Cycle for CRM, 2019, is shown below:ĭetails Of What’s New In Gartner’s Hype Cycle For CRM, 2019 Gartner’s definition of Hype Cycles includes five phases of a technology’s lifecycle and is explained here.

Gartner hype cycle emerging technologies 2019 update#

Gartner’s Hype Cycle for CRM Sales Technology, 2019 is based on an update to their Hype Cycle for CRM Sales, 2018. Gartner’s decision to create its first-ever Hype Cycle for CRM Sales Technology, 2019, reflects the widening spectrum of new technologies being introduced to improve sales effectiveness while improving operational efficiency. New technologies are proliferating across the CRM landscape, driven by the need every business has to understand, communicate, serve, and strengthen customer relationships. These four categories together comprise the customer experience and relationship management market, according to Gartner.

Gartner hype cycle emerging technologies 2019 software#

CRM revenue in 2018 is comprised of software and services revenue from Customer Service and Support (35.7%), Sales (25.9%), Marketing (25.4%), and Digital Commerce (13%).

Salesforce dominated the worldwide CRM market with a 19.5% market share in 2018, over double its nearest rival, SAP, at 8.3% share, according to Gartner’s market share estimates.

Worldwide spending on customer experience and relationship management (CRM) software grew 15.6%, from $41.7B in 2017 to $48.2B in 2018, and is projected to reach $55.2B in 2019.

72.9% of CRM spending was on software as a service (SaaS) in 2018, which is expected to grow to 75% of total CRM software spending in 2019.CRM made up nearly 25% of the entire enterprise software revenue market. CRM 2019-Worldwide enterprise application software revenue totaled more than $193.6B in 2018, a 12.5% increase from 2017.