Italy: Most used CRM systems 2023| Statista

Most used CRM systems in Italy from 2019 to 2023

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Release date

June 2023

More information

Region

Italy

Survey time period

2017 to 2023

Number of respondents

435 respondents

Special properties

B2B+B2C

Method of interview

Computer-assisted web interviews (CAWI)

Supplementary notes

*Base 2019: 300, base 2020: 420, base 2021/22:430, base 2023: 435

Citation formats

The software Salesforce was the most used Customer Relationship Management (CRM) system by Italian companies according to a 2023 survey. The usage of Salesforce has increased by **** percent compared to two years before, while a significant number of enterprises used an Microsoft Dynamics and other CRM systems.

Salesforce global performance

Salesforce is a leading CRM vendor headquartered in San Francisco, California. The company increased its sales revenues from **** billion U.S. dollars in 2015 to over ** billion U.S. dollars in 2020. That year, Salesforce held a share of the CRM market of **** percent. Meanwhile, other players in the market like Oracle or SAP had a market share of less than **** percent each.

Why use a CRM?

A CRM software is a technology for customer relationship management, often managed by the sales or marketing department of a firm. CRM tools are used to manage relationships with existing and potential customers and allow for configurable business processes and enable effective pipeline management, improve client relationships and increase productivity. According to a report, in 2020, the CRM software market revenue amounted to around ** billion dollars worldwide.