Global CRM Usage Statistics and Market Share
We are tracking usage statistics and market share of 25 web technologies in CRM. In March 2023 the most popular web technology in CRM is Intercom with 79% market share. In second place there is Bitrix24 with 8% market share. After that there are Salesforce with 4%, Salesforce Service Cloud with 2% and vcita with 2% market share. Top 5 web technologies together have 93% market share. The remaining 20 web technologies in CRM have a combined market share of 7%.
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 241,287 websites using CRM in out database.
CRM Usage Statistics and Market Share in March 2023
#1 Intercom 
78.58%
#2 Bitrix24 
7.78%
#3 Salesforce 
3.59%
#4 Salesforce Service Cloud 2.37%
#5 vcita 
1.77%
#6 GoSquared 
1.28%
#7 amoCRM 
1.15%
#8 Pipedrive 
1.13%
#9 Freshworks CRM 
0.70%
#10 Zoho 
0.70%
#11 NationBuilder 
0.45%
#12 Pico 
0.11%
#13 LiveHelp 
0.09%
#14 Q4 
0.07%
#15 Kustomer 
0.06%
#16 Gladly 
0.04%
#17 SAP 
0.03%
#18 Tessitura 
0.03%
#19 Blackbaud Luminate Online 
0.03%
#20 Dito 
0.02%
#21 Sellsy 
0.01%
#22 WoowUp 
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.
Bitrix24
Bitrix24 is a set of tools for the organization and management of business processes.
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.
vcita
vcita is an all-in-one customer service and business management software designed for service providers.
GoSquared
amoCRM
amoCRM is a web-based customer relationship management software solution.
Pipedrive
Pipedrive is a cloud-based sales CRM.
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.
Zoho
Zoho is a web-based online office suite.
NationBuilder
NationBuilder is a Los Angeles based technology start-up that develops content management and customer relationship management (CRM) software.
Pico
LiveHelp
LiveHelp is an online chat tool.
Q4
Q4 is a SaaS platform that provides communication and intelligence solutions to investor relations professionals.
Kustomer
Kustomer is a CRM platform.
Gladly
Gladly is a customer service platform.
SAP
Tessitura
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.
Sellsy
Sellsy is a cloud-based sales management solution for small to midsize businesses
WoowUp
WoowUp is a tool of CRM and predictive marketing.
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 | May 2022 | June 2022 | July 2022 | August 2022 | September 2022 | October 2022 | November 2022 | December 2022 | January 2023 | February 2023 | March 2023 |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Intercom | 82.23% | 82.27% | 82.16% | 80.91% | 80.70% | 80.46% | 80.44% | 80.13% | 79.46% | 78.91% | 93.99% |
| Bitrix24 | 7.61% | 7.60% | 7.58% | 7.73% | 7.76% | 7.67% | 7.57% | 7.73% | 7.96% | 7.86% | 9.31% |
| Salesforce | 3.01% | 3.00% | 3.00% | 3.33% | 3.35% | 3.32% | 3.29% | 3.31% | 3.49% | 3.54% | 4.29% |
| Salesforce Service Cloud | 2.43% | 2.42% | 2.38% | 2.45% | 2.44% | 2.38% | 2.34% | 2.34% | 2.39% | 2.38% | 2.84% |
| GoSquared | 1.79% | 1.77% | 1.67% | 1.56% | 1.54% | 1.46% | 1.42% | 1.40% | 1.36% | 1.31% | 1.53% |
| Pipedrive | 1.01% | 1.02% | 1.04% | 1.06% | 1.07% | 1.10% | 1.11% | 1.13% | 1.14% | 1.14% | 1.36% |
| amoCRM | 0.96% | 0.97% | 1.02% | 1.05% | 1.06% | 1.07% | 1.07% | 1.10% | 1.16% | 1.15% | 1.37% |
| Freshworks CRM | 0.67% | 0.67% | 0.66% | 0.68% | 0.68% | 0.69% | 0.68% | 0.69% | 0.70% | 0.70% | 0.84% |
| LiveHelp | 0.11% | 0.11% | 0.11% | 0.10% | 0.10% | 0.10% | 0.10% | 0.10% | 0.09% | 0.09% | 0.11% |
| Pico | 0.07% | 0.07% | 0.07% | 0.10% | 0.10% | 0.10% | 0.10% | 0.10% | 0.12% | 0.11% | 0.14% |
| SAP | 0.04% | 0.04% | 0.04% | 0.04% | 0.04% | 0.04% | 0.04% | 0.04% | 0.03% | 0.03% | 0.04% |
| Tessitura | 0.04% | 0.04% | 0.04% | 0.04% | 0.04% | 0.03% | 0.03% | 0.03% | 0.04% | 0.03% | 0.04% |
| 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% |