IDC Forecasts the Worldwide Customer Relationship Management Applications Market Will Exceed $12 Billion in 2004

FRAMINGHAM, MA – AUGUST 17, 2000 – Global business upheaval caused by the Internet is driving companies to reassess their business strategies and secure customer relationships. IDC estimates this renewed focus on winning and retaining customers contributed to an astounding 71% increase of worldwide customer relationship management (CRM) revenues in 1999, creating a $3.3 billion opportunity. While growth will slow, it will remain solid at a compound annual growth rate of almost 30% through 2004, bringing the market to $12.1 billion.


"In an era in which the competition is one mouse click away, the need to solidify and deepen relationships with valuable customers has never been more important," said Mary Wardley, director of IDC's Customer Relationship Management Applications research. "This need is creating enormous opportunities in the market for customer relationship management applications."

IDC divides CRM applications into three segments: sales automation software, marketing automation software, and customer support and call center software. In 1999, the sales automation segment was the largest, just edging out customer support and call center applications. However, this year, the customer support and call center segment will become the largest part of the market. Through 2004, marketing automation applications will be the fastest- growing segment of the market.

"It's no exaggeration to say Internet technology is having a profound impact on marketing — perhaps more so than on other CRM segments. In this new e-environment, marketing is taking on a new and highly strategic importance and becoming much more closely aligned with sales and customer service," Wardley said. "Marketing automation applications are redefining, if not reinventing, the possibilities of understanding and interacting with customers."

North America represents the largest opportunity for CRM vendors. In 1999, it accounted for more than 70% of the market's revenues. However, revenues in North America will grow slower than revenues anywhere else, and by 2004, the region's share will have declined to 64%. The CRM market in Western Europe will grow faster than any other region. Revenues there will increase at a compound annual growth rate of 36%, compared to the overall market's 30% rate.

Overall, the CRM market is very fragmented, and competition is vigorous and dynamic. No supplier beyond the top five had more than 2% market share.

Information like the above can be found in IDC's report, Customer Relationship Management Market Forecast and Analysis, 2000-2004 (IDC #B22401). This report analyzes the market for packaged applications that are designed to automate customer relationship management. The report splits the overall CRM market into three segments: sales automation software, marketing automation software, and customer support and call center software. The overall market and each segment are individually discussed. Five-year forecasts are provided for each segment, broken down by operating environment and region. Additionally, vendors' 1999 market shares are shown for each segment as well as the overall market. To view the complete table of contents for this report, visit and search for 22401. To purchase the report, contact Cheryl Toffel at 1-800-343-4952 extension 4549.

About IDC

IDC delivers dependable, high-impact insights and advice on the future of ebusiness, the Internet, and technology to help organizations make sound business decisions. IDC forecasts worldwide markets and trends and analyzes business strategies, technologies, and vendors, using a combination of rigorous primary research and in-depth competitive analysis. IDC provides global research with local content through more than 600 analysts in 43 countries worldwide. IDC's customers comprise the world's leading IT suppliers, IT organizations, ebusiness companies, and the financial community. Additional information can be found at

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