SAP Dominates the CRM Market

SAP emerges victorious in the race for CRM solutions, sweeping aside all competitors.

The CRM (Customer Relationship Management) market in India has been growing steadily over the past few years. With the rise of e-commerce and the increased adoption of digital technologies, more businesses are realizing the importance of managing customer relationships effectively.

According to a report by MarketsandMarkets, the CRM market in India is expected to grow from USD 1.5 billion in 2020 to USD 4.2 billion by 2025, at a CAGR of 23.2% during the forecast period. The report attributes this growth to factors such as increasing customer expectations, the need for automation in sales and marketing, and the growing adoption of cloud-based CRM solutions.

In the Familiarity Index, SAP got the highest score (100%), which was not a surprise anyway. Oracle gave it a close competition, scoring 73%, while Salesforce was only a few points behind with 55%. Zoho and Maple followed closely with scores of 51% and 50% respectively.

Almost all users consider SAP when selecting their next CRM solution.

Every CRM solution user knows about SAP and that reflects in our Spontaneous Awareness, where 98% of respondents mentioned SAP. Salesforce was the second most-known brand with a score of 84%. Zoho scored 80% followed by Oracle (78%) and Maple CRM (72%).

SAP presently leads the CRM market with a score of 53%, followed by Oracle as the first runner-up (27%), and Maple CRM as the second runner-up, achieving a meager score of 7%. Zoho and Salesforce lie at the tail end garnering just 3% each.

It's noteworthy that renowned brands like Salesforce and Zoho command such small market shares while SAP reigns supreme in the field.

According to survey findings, SAP is projected to maintain its dominance in the market while other players are also expected to make significant gains. With a score of 98%, SAP leads the pack followed by Oracle at 76%, Salesforce at 63%, Zoho and Maple CRM tied at 60%.

Who was selected and for what reason? SAP stood out for its strong brand name and post-sales support. Oracle was chosen based on its reputation and affordability. Maple CRM's low cost made it a contender. Zoho was favored for its excellent customer service after the sale, while Salesforce was chosen exclusively for product quality considerations—none of the other brands could match up in this regard.

By Satya Sundar Mohanty, CyberMedia Research & Ashok Pandey, PCQUEST