Research Slideshow: CIO Watch: CRM Apps are On the Rise

$16.5 billion

Businesses spent $16.5 billion on CRM applications in 2010, representing a 6.2 percent increase over 2009.

$18 billion

Spending on CRM apps will hit $18 billion in 2011, representing an increase of 7.6 percent from 2010.

Marketing

Sales of marketing-focused CRM apps will grow 8.6 percent in 2011 compared with 2010.

Customer service

Sales of customer-service-focused CRM apps will grow 8.2 percent in 2011 compared with 2010.

Sales tools

Sales-focused CRM apps will see revenues increase 8.6% in 2011 compared with 2010.

Contact centers

CRM solutions aimed at contact centers will increase sales by 5.4 percent in 2011 over 2010.

Top 3

Oracle, SAP, and Salesforce.com were the only vendors to generate more than $1 billion in revenue from CRM solutions in 2010.

$100 million

An additional 19 CRM vendors each generated more than $100 million in software revenue in 2010, representing 35% of market share.