Global CRM Usage Statistics and Market Share
We are tracking usage statistics and market share of 25 web technologies in CRM. In September 2023 the most popular web technology in CRM is Intercom with 68% market share. In second place there is Salesforce with 9% market share. After that there are Salesforce Service Cloud with 7%, Bitrix24 with 2% and vcita with 2% market share. Top 5 web technologies together have 89% market share. The remaining 20 web technologies in CRM have a combined market share of 11%.
About CRM
Customer relationship management (CRM) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.
We are tracking 25 different technologies in CRM.
There are 322,283 websites using CRM in out database.
CRM Usage Statistics and Market Share in September 2023
#1 Intercom 
68.25%
#2 Salesforce 
8.93%
#3 Salesforce Service Cloud 7.00%
#4 Bitrix24 
6.92%
#5 vcita 
2.44%
#6 Zoho 
1.21%
#7 Pipedrive 
1.08%
#8 amoCRM 
1.07%
#9 NationBuilder 
0.90%
#10 GoSquared 
0.87%
#11 Freshworks CRM 
0.70%
#12 Q4 
0.12%
#13 Kustomer 
0.09%
#14 Pico 
0.08%
#15 LiveHelp 
0.08%
#16 Gladly 
0.07%
#17 Blackbaud Luminate Online 
0.05%
#18 Dito 
0.04%
#19 SAP 
0.03%
#20 WoowUp 
0.03%
#21 Tessitura 
0.02%
#22 Sellsy 
0.01%
#23 Kapture CRM 
0.00%
#24 Service Provider Pro 
0.00%
#25 Siteglide 
0.00%
Technologies in CRM
Intercom
Intercom is an American software company that produces a messaging platform which allows businesses to communicate with prospective and existing customers within their app, on their website, through social media, or via email.
Salesforce
Salesforce is a cloud computing service software (SaaS) that specializes in customer relationship management (CRM).
Salesforce Service Cloud
Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support.
Bitrix24
Bitrix24 is a set of tools for the organization and management of business processes.
vcita
vcita is an all-in-one customer service and business management software designed for service providers.
Zoho
Zoho is a web-based online office suite.
Pipedrive
Pipedrive is a cloud-based sales CRM.
amoCRM
amoCRM is a web-based customer relationship management software solution.
NationBuilder
NationBuilder is a Los Angeles based technology start-up that develops content management and customer relationship management (CRM) software.
GoSquared
Freshworks CRM
Freshworks CRM is a cloud-based customer relationship management (CRM) solution. Key features include one-click phone, sales lead tracking, sales management, event tracking and more.
Q4
Q4 is a SaaS platform that provides communication and intelligence solutions to investor relations professionals.
Kustomer
Kustomer is a CRM platform.
Pico
LiveHelp
LiveHelp is an online chat tool.
Gladly
Gladly is a customer service platform.
Blackbaud Luminate Online
Blackbaud Luminate Online provides online fundraising and marketing automation for nonprofits.
Dito
Dito is a tool that centralizes and manages the relationship between brands and their customers.
SAP
WoowUp
WoowUp is a tool of CRM and predictive marketing.
Tessitura
Sellsy
Sellsy is a cloud-based sales management solution for small to midsize businesses
Kapture CRM
Kapture CRM is an enterprise-grade SaaS-based customer support automation platform.
Service Provider Pro
Service Provider Pro is a client management & billing software for productized service agencies.
Siteglide
SiteGlide is a Digital Experience Platform (DEP) for ecommerce stores, membership sites and customer portals.
CRM Market Share History in Last 12 Months
| Technology | November 2022 | December 2022 | January 2023 | February 2023 | March 2023 | April 2023 | May 2023 | June 2023 | July 2023 | August 2023 | September 2023 |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Intercom | 80.44% | 80.13% | 79.46% | 78.91% | 93.99% | 78.00% | 76.68% | 72.89% | 70.22% | 69.77% | 68.25% |
| Bitrix24 | 7.57% | 7.73% | 7.96% | 7.86% | 9.31% | 7.74% | 7.62% | 7.14% | 6.82% | 6.73% | 6.92% |
| Salesforce | 3.29% | 3.31% | 3.49% | 3.54% | 4.29% | 3.63% | 4.38% | 6.54% | 8.10% | 8.39% | 8.93% |
| Salesforce Service Cloud | 2.34% | 2.34% | 2.39% | 2.38% | 2.84% | 2.36% | 3.10% | 4.78% | 6.25% | 6.53% | 7.00% |
| GoSquared | 1.42% | 1.40% | 1.36% | 1.31% | 1.53% | 1.23% | 1.17% | 1.00% | 0.88% | 0.86% | 0.87% |
| Pipedrive | 1.11% | 1.13% | 1.14% | 1.14% | 1.36% | 1.14% | 1.12% | 1.09% | 1.05% | 1.05% | 1.08% |
| amoCRM | 1.07% | 1.10% | 1.16% | 1.15% | 1.37% | 1.16% | 1.15% | 1.09% | 1.06% | 1.05% | 1.07% |
| vcita | 0.86% | 0.88% | 0.90% | 1.43% | 2.11% | 2.20% | 2.24% | 2.33% | 2.34% | 2.35% | 2.44% |
| Freshworks CRM | 0.68% | 0.69% | 0.70% | 0.70% | 0.84% | 0.70% | 0.69% | 0.69% | 0.67% | 0.67% | 0.70% |
| Zoho | 0.50% | 0.53% | 0.59% | 0.65% | 0.84% | 0.80% | 0.82% | 1.05% | 1.13% | 1.13% | 1.21% |
| NationBuilder | 0.30% | 0.34% | 0.39% | 0.42% | 0.54% | 0.52% | 0.51% | 0.80% | 0.88% | 0.87% | 0.90% |
| Pico | 0.10% | 0.10% | 0.12% | 0.11% | 0.14% | 0.10% | 0.10% | 0.10% | 0.09% | 0.08% | 0.08% |
| LiveHelp | 0.10% | 0.10% | 0.09% | 0.09% | 0.11% | 0.09% | 0.09% | 0.08% | 0.07% | 0.07% | 0.08% |
| SAP | 0.04% | 0.04% | 0.03% | 0.03% | 0.04% | 0.03% | 0.03% | 0.03% | 0.03% | 0.03% | 0.03% |
| Tessitura | 0.03% | 0.03% | 0.04% | 0.03% | 0.04% | 0.03% | 0.03% | 0.03% | 0.03% | 0.02% | 0.02% |
| Kustomer | 0.04% | 0.04% | 0.05% | 0.06% | 0.07% | 0.07% | 0.06% | 0.08% | 0.09% | 0.09% | 0.09% |
| Q4 | 0.04% | 0.04% | 0.05% | 0.06% | 0.08% | 0.07% | 0.07% | 0.10% | 0.11% | 0.11% | 0.12% |
| Gladly | 0.02% | 0.02% | 0.03% | 0.03% | 0.04% | 0.04% | 0.04% | 0.06% | 0.06% | 0.07% | 0.07% |
| Blackbaud Luminate Online | 0.02% | 0.02% | 0.02% | 0.03% | 0.04% | 0.04% | 0.04% | 0.05% | 0.05% | 0.05% | 0.05% |
| Dito | 0.01% | 0.01% | 0.02% | 0.02% | 0.02% | 0.02% | 0.02% | 0.03% | 0.05% | 0.04% | 0.04% |
| WoowUp | 0.01% | 0.01% | 0.01% | 0.01% | 0.01% | 0.01% | 0.01% | 0.02% | 0.02% | 0.02% | 0.03% |
| Sellsy | 0.00% | 0.01% | 0.01% | 0.01% | 0.01% | 0.01% | 0.01% | 0.01% | 0.01% | 0.01% | 0.01% |
| Service Provider Pro | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% |
| Siteglide | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% |
| Kapture CRM | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% |