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Procurement Market Intelligence Report

CRM Software
Sourcing Guide & Market Trends

Comprehensive intelligence for making smart purchasing decisions

Learn about actual and potential costs

How much should I pay for CRM Software?

What is the average price of CRM Software?

This procurement report includes pricing information to help you purchase CRM Software. Our analysts provide a benchmark price and a price range based on key pricing factors to help you understand what you should be paying for this specific product or service. To see the average price for this and hundreds of other products and services, subscribe to ProcurementIQ.

Has the price of CRM Software been rising or falling?

Analysts look at market data from the previous three years to determine an overall price trend. You can use the recent price trends to help you understand price volatility and plan your budget.

I’m not ready to purchase CRM Software yet. Will I pay more if I wait too long?

We forecast the next three years of price movements by looking at factors likely to affect the market's supply chain, such as inputs, demand and competition. You can then use the price forecast to figure out the best time to purchase.

What other costs are associated with purchasing CRM Software?

Our analysts calculate the total cost of ownership and assign a level of low, moderate or high, depending on things like customization, integration and installation. Use this information to budget for CRM Software with a reduced risk of unexpected costs.

See how we display average pricing information, trends and market data.

Find the vendor to meet your needs

Where can I purchase ?

ProcurementIQ estimates there are about 700 CRM software providers operating in this market in 2021. Market share concentration for CRM software vendors is moderate, with the top four suppliers (Salesforce, SAP, Oracle and Microsoft) making up between 30.0% and 50.0% of total market revenue. High switching costs and high levels... Subscribe to learn more.

Questions to ask potential suppliers

How can I gain leverage during negotiations?


Do you manage the servers used to host the CRM systems, or are they hosted on another company's servers?

Where are the servers located?

What security measures do you take to protect the data stored on your CRM systems?

Have you ever encountered a data breach? How was this resolved?

Does your system offer the ability to restrict access for certain users?


What is the minimum internet speed required to reliably access your CRM systems?

Do you have limits on how many users can access your system at the same time? If so, what is the maximum number of users allowed?

Can your CRM system be accessed through mobile devices? If so, how does performance differ?

Do you have backup servers to ensure reliable access?

Have your customers ever experienced slowdowns in accessing your CRM systems? How frequently do these issues arise?

Are you willing to provide financial statements to prove financial health?

Are you experiencing fluctuations in demand as a result of the coronavirus pandemic? What measures are you taking to handle changes in demand?

Additional Software

In addition to CRM systems, what other software does your company provide?

Do you provide software specializing in social media or analytics?

How easy is it to integrate your other software products with the CRM system?

If I bundle other software solutions with my CRM software purchase, what types of package deals or discounts can I expect to receive?

What new products or solutions have you introduced to address issues brought on by the coronavirus pandemic?

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Key elements for every RFP

What should my RFP include?

Project Budget

Buyers should specify their budget for the CRM software.

Buyers should request detailed information about available software delivery methods and costs.

Buyers can reference the Benchmark Price and Total Cost of Ownership sections of this report for assistance with creating a budget.

Selection Criteria

Buyers should evaluate potential vendors based on their ability to meet the functional requirements described in the RFP.

Buyers should evaluate potential vendors based on their ability to provide a superior level of customer service.

Buyers should evaluate potential vendors based on their ability to provide regular software enhancements and upgrades.

For a detailed list of key selection criteria, buyers should reference the Buying-Decision Scorecard section of this report.

Project Schedule

Buyers need to include the date when proposals are due and when they will announce the award.

Buyers should include key benchmark dates, such as the date by which implementation of the new software system must occur.

Buyers should outline the terms of the contract and their cancellation policy.

Evaluate major factors to mitigate risk

How risky is the supply chain?

Supply chain risk within the CRM software market is at a low level. Low supply chain risk benefits buyers by limiting the likelihood of supply chain disruptions or supply shocks that can prevent buyers from receiving continuous access to CRM software. Vendors do not depend on many physical inputs... Subscribe to learn more.