Microsoft Dynamics CRM Revenue: Debate on the accuracy, importance of new analyst estimates

Gartner's recently released CRM market share numbers for the top five vendors have stirred up confusion and some pointed criticism from analysts and Microsoft-watchers.

The numbers according to Gartner

CRM offerings from, SAP and Oracle all topped Microsoft Dynamics CRM for revenue, according to the report, "Market Share Analysis: Customer Relationship Management Software, Worldwide, 2012.", whose CRM revenue Gartner said grew 26% in 2012, passed SAP, which only grew 1% in terms of CRM last year, as the lead vendor in the worldwide CRM software market in 2012, according to Gartner, Inc. Total worldwide CRM software revenue totaled $18 billion in 2012, up 12.5% from $16 billion in 2011.


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About Linda Rosencrance

Linda Rosencrance is a freelance writer/editor in the Boston area. Rosencrance has over 25 years experience as an reporter/investigative reporter, writing for many newspapers in the metropolitan Boston area. Rosencrance has been writing about information technology for the past 16 years.

She has covered a variety of IT subjects, including Microsoft Dynamics, mobile security issues such as data loss prevention, network management, secure mobile app development, privacy, cloud computing, BI, big data, analytics, HR, CRM, ERP, and enterprise IT.

Rosencrance is the author of six true crime books for Kensington Publishing Corp.

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The CRM Lottery

What really matters in the CRM space is the outcome delivered to customers and with independent reports showing that 50-70% of CRM purchases fail in the eyes of the customer the bigger these numbers the bigger the customer dissapointment experienced.

Having run sales teams for over 23 years I have used a variety of the bigger brand CRM names (5 in fact) and some several times and have watched as a fortune is often spent on a big name CRM brand and then another fortune to try and configure it followed by a ton of hard work by management to get sales to actually use it.

More needs to be done to drive user adoption and successful customer outcomes and less worry made on who is number 1 or number 2.

Ian Moyse