SAP AG (NYSE: SAP) today announced it has been named the overall market share leader in the worldwide customer relationship management (CRM) market. According to the Gartner, Inc. report, "Market Share Snapshot: CRM Software, 2011," SAP remained No. 1 with 19.3 percent of the total CRM market based on revenue for 2011, reflecting a 16.3 percent growth compared to 2010.1
"We believe the report is a testament to our successful mission to help businesses run better, sell smarter, serve better and market on target." said Anthony Leaper, senior vice president and general manager, Line-of-Business Customer Solutions, SAP. "At the core of any game-changing strategy is the ability to provide customer experiences that matter. SAP leads the market with a suite of solutions that equip companies with the capabilities to deliver on their promises to their customers and change their game."
Part of SAP Business Suite software, the SAP Customer Relationship Management (SAP CRM) application enables companies to provide excellent customer experiences and maximize the effectiveness of every customer interaction across sales, marketing, service, finance, supply chain, logistics, manufacturing and human resources. According to the Gartner report, "hot areas for CRM investment that have sparked increasing buying interest are mobility, social media and technologies, Web analytics and e-commerce." In the past year, SAP continued to help global enterprises enhance their customer experience management strategy by capitalizing on the use of innovative software solutions, including mobile, social and "big data."
1Gartner “Market Snapshot: CRM Software 2011” by Sharon A. Mertz, 26 April 2012