More than a quarter of CRM solutions are from SAP
SAP is still the biggest party in CRM solutions for busisnesses with 50 or more employees. More than a quarter of the CRM installations are from SAP. Microsoft is in second place, accounting for 18% of the CRM solutions. Salesforce completes the top 3 with a share of 12 percent. Exact and customised solutions are among the top 5. What is striking is the large diversity of solutions in use in the field of CRM. 200 different applications are mentioned all together. This is confirmed by an analysis carried out by Computer Profile of approximately 6,700 interviews with Dutch commercial organisations and public institutions with 50 or more employees about the use of CRM software.
Market shares of CRM
There are clear differences in shares to be seen within the various market segments. Within the multinational sector, SAP is the clear market leader with 37% of this segment. Salesforce also performs best within this segment, with 20 percent.. Microsoft has a similar share to SAP amongst medium-sized Dutch companies with 50 to 250 employees.
The number of locations using a CRM software system has risen considerably in recent years. At present, 36% of the locations have a CRM system, whereas this was 30% four years ago. The research also shows that if a location has more employees, it is more likely to use a CRM system. The illustration below shows how often a CRM manufacturer appears in companies which are known to have a CRM system. This means, for example, that 20.3% of all locations within the public sector (which indicated that they use a CRM system) have purchased it from SAP.
Location of CRM
Around 19 percent of all surveyed CRM solutions run in the Cloud. So-called private Cloud solutions are included in the hosted category. In other words, Cloud only refers to public cloud solutions. Over the past year, the number of locations which use a hosted solution has risen by 4 percentage points. Thus, we are seeing a year-on-year growth of locations that run their CRM application via a host, and that figure is now 35%.
SAP is also the biggest party with its ERP solutions amongst company offices with 50 or more employees. Almost 40% of ERP installations are from SAP. Microsoft is in second place, accounting for over 11% of ERP solutions. Exact is in third place.
Market shares of ERP
Within the multinationals segment, SAP is by far the biggest shareholder in the ERP market with nearly 65%. Around every sixth solution in the public sector is from Exact. This puts Exact in third place within this segment, just behind Oracle. The illustration below shows how often an ERP manufacturer appears in companies which are known to have an ERP system. This means, for example, that 27.6% of all locations within the public sector (which indicated that they use an ERP system) have purchased it from SAP.
More than 70% of locations have an ERP software system. If we look at the various industries, there are no rapidly rising or falling lines, but it is noticeable that, within the healthcare sector, there is an increase in locations that indicate they use an ERP software system. The highest density as regards the use of ERP systems is found within the manufacturing industry and the wholesale trade: 90 percent. Education is the sector with the fewest locations using ERP, namely 42%. This obviously fits in with expectations. The ‘company size’ factor also does little for the penetration of ERP systems; this is about 70% on average over the entire line. Among companies with more than 1,000 employees, the penetration is higher than average, with 76%. A lot fewer ERP systems are used within the public domain in comparison with other sectors.
Location of ERP
Most ERP systems operate on hosted. This means that these systems operate with a third party within the organisation. The numbers of organisations that run their ERP solution locally have fallen from 34% 2 years ago to the current figure of 29%. Hosted solutions for the first time hold the biggest share if we look solely at the location of the application. Conclusion: locally and remotely operated solutions are decreasing and Cloud/Hosted solutions are increasing.