Siebel and SAP dominate the CRM market for Westen European vertical industries, says IDC

MILAN, ITALY – February 22, 2006 – According to a new IDC study, the Western European market for CRM applications reached $2,549 million in 2004. The five major countries – France, Germany, Italy, Spain, and the U.K. – made up 72% of the total market. Siebel and SAP each lead five vertical industries.

"SAP has successfully sold its CRM solution in the industries where it has a strong ERP installed base such as manufacturing, transport, and utilities," said Bo Lykkegaard, program manager, European Enterprise Applications. "Siebel maintains strong leadership in industries where it has developed very industry-specific offerings, such as finance and communications. Future leadership will be determined by factors such as ability to transition to a service-oriented architecture, the ability to increase usability and ease of deployment of their CRM solutions, and the ability to construct a powerful ecosystem of services and software partners."

The largest vertical segment in the Western European CRM applications market is finance, followed by communications and discrete manufacturing.

Siebel leads in communications, retail/wholesale, finance, government, and education and healthcare, while SAP leads in discrete and process manufacturing, transport, utilities, and business services.

The study focuses on the Western European CRM applications market by vertical industry at the Western European level and for the five major countries in the region. The U.K. is the largest single country market, followed by Germany. Vendor ranking across the five countries shows SAP dominating in Germany, while Siebel leads in France, Italy, Spain, and the U.K. There are a few exceptions at the country/industry level, such as Oracle's lead in government in the U.K. and SAP's lead in utilities across Western Europe, except the U.K.

The study, Western European CRM Applications Vertical Competitive Analysis, 2005 (Doc #SV03M, December 2005), offers a detailed competitive view of the Western European CRM applications market by vertical.

To purchase the study, please contact your local IDC office or visit

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