Abstract
This IDC study examines the top 5 on-demand customer relationship management (CRM) providers in
terms of global revenue in 2004. Included are observed trends and a vendor competitive analysis.
Additionally, this study profiles leading providers and identifies key success characteristics for
the future.
The vendor revenues and competitive analysis in this document are the first to be produced by IDC
for the worldwide on-demand CRM applications market. Also enclosed is a subsegment of results from
IDCs 2005 Software as a Service Adoption Study (SaaS Adoption Study). Responses given are from
participants who have already purchased or are currently reviewing a CRM SaaS offering.
"The software-on-demand delivery model is helping to reinvigorate the software industry and
turn an attentive ear to customer needs and wants," says Erin Traudt, research analyst for
Software as a Service. "Ultimately, customers want their business problems solved and the
on-demand model provides another option to help accomplish that important and necessary feat."
"On-demand applications are making their presence known in the CRM applications market.
Although these applications currently compose only a small percentage of the overall CRM
applications market, the momentum is building and suppliers of these applications are reaching
end-user organizations during critical replacement cycles," said Mary Wardley, vice president,
IDCs CRM Applications research.
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