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CRM Software in Europe Procurement Price, Data and Insights
Customer relationship management (CRM) software is designed to manage a company's sales and marketing efforts, as well as customer and technical support processes. CRM software systems generally come with tools to track activities, manage and analyze customer data, and oversee workflows and processes. This software is used to improve business relationships, increase sales, and maintain customer retention. As such, the typical buyers of CRM software consist of a wide range of business types.
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What’s included in this market coverage
IBISWorld's research coverage on the CRM Software procurement and pricing environment in Europe includes market dynamics, buyer power scores, supply chain vendors with pricing trends and forecasts.
About this Market
What’s this procurement report about?
This procurement coverage of the CRM Software market in Europe includes Cloud-Based CRM Software, On-Site CRM Software, B2B CRM Software and B2C CRM Software. Standard coding in this coverage includes ISIC-582-Software publishing, NACE-58.29-Other Software Publishing, NAICS-513210-Software Publishers and UNSPSC-43232303-Customer relationship management CRM software.
What common market terminology is included?
Common market terminology included in the CRM Software procurement coverage includes On-Premises Software (Software applications and information stored at the buyer's location, so data and servers are all directly controlled by the buyer. Buyers access the software through a perpetual license.), Software as a Service (SaaS) (Software applications and information stored remotely on the supplier's servers, with buyers accessing the software through the Internet on a subscription basis; also known as software on demand.), Cloud Computing (The delivery of computing as a service rather than a product, whereby shared resources, software, and information are provided to computers and other devices as a utility over the internet.) and Artificial Intelligence (AI) (A software program that uses advanced algorithms and information to recognize patterns, perform tasks, and solve problems.).
What companies are included as top suppliers?
The top companies covered in the CRM Software procurement report as suppliers are Genesys Telecommunications Laboratories Inc., Hubspot, Inc., Sas Institute Inc., International Business Machines Corporation and Microsoft Corporation.
Opportunity Assessment
What’s included in the Opportunity Assessment chapter?
The Opportunity Assessment chapter provides a comprehensive market analysis of the CRM Software market in Europe category, including buyer power scoring, market pricing trends, vendor landscape, cost structure, and strategic negotiation levers.
The market pricing trends include the Market Price (2026) per user per month, a five year price forecast and a supply chain risk score. Vendor coverage includes a market share and cost structure breakdown.
Analysis includes a comprehensive SWOT analysis of and recent developments impacting the CRM Software market environment.
Buyer Power Score
What’s included in the Buyer Power Score chapter?
The Buyer Power Score chapter assesses key components impacting CRM Software procurement including the recent price trend, forecast price trend, availability of substitutes, switching costs, product specialization, average vendor risk, market share concentration, supply chain risk, price driver volatility and recent price volatility.
These components generate a Buyer Power Score that ranges from -5 (strongly favoring sellers) to +5 (strongly favoring buyers) plus a recommended strategy for procurement specialists.
Price Environment
What’s included in the Price Environment chapter?
The Price Environment chapter covers detailed pricing analysis and datasets on CRM Software market environment. This includes insights into market pricing Market Price (2026), price forecasts, volatility, specialization, substitutes and switching costs.
Datasets in the Price Environment chapter include vendor cost structure, breakdowns of wage rates by geography and specialty, key external economic and labor drivers impacting the market and market pricing models.
Supply Chain & Vendors
What’s included in the Supply Chain & Vendors chapter?
The Supply Chain & Vendors chapter covers the concentration, risk and diversity of the CRM Software market. This includes datasets on the market’s top suppliers, detailed analysis on the key sourcing risks and supply chain dynamics, with environmental, social and governance (ESG) considerations and scores.
Business Requirements
What’s included in the Business Requirements chapter?
The Business Requirements chapter covers vendor relationships, qualifications, service level agreements and key performance indicators. These inputs provide insight into the planning process through the buying lead time, vendor relationship and vendor qualifications. The sourcing process include key RFP elements like an organizational overview, project budget, selection criteria, project schedule, proposal format, inventory control, cost containment, regulation, quality control, distribution and key contract clauses.
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Frequently Asked Questions
What is the current market price for CRM Software?
The 2026 benchmark market price for CRM Software is €137 per user per month. Prices have increased at a CAGR of 1.25 from 2023-26.
Who are the top vendors in the CRM Software market?
The top vendors in the CRM Software market include Genesys Telecommunications Laboratories Inc., Hubspot, Inc., Sas Institute Inc., International Business Machines Corporation and Microsoft Corporation.
What industries supply the CRM Software market?
The top industries supplying the CRM Software market are Computer Consultants in Europe, Higher Education in Europe, Computer, Peripheral Equipment & Software Wholesaling in Europe, Computer & Peripheral Equipment Manufacturing in Europe, Intellectual Property Leasing in Europe and Publishing Activities in Europe.
What is the supply chain risk for CRM Software?
Moderate market concentration empowers buyers to pursue multi-sourcing and price leverage. With a medium market share concentration, buyers in the European CRM software market have access to several reputable vendors, reducing dependency on any single supplier. This diversity allows buyers to negotiate more favorable contract terms, secure competitive pricing, and mitigate risks associated with vendor consolidation. Buyers should proactively benchmark pricing between leading CRM vendors, maintain strong relationships with multiple suppliers, and regularly assess market entrants to enhance their negotiation leverage and ensure supply continuity.
What factors affect the price of CRM Software?
The number of users directly affects the pricing of CRM software, as many providers offer tiered pricing models based on user count, with discounts for higher user volumes. For example, a company may pay a lower per-user rate when purchasing a license for 100 users compared to acquiring 10 individual licenses, reflecting economies of scale and encouraging larger subscriptions.
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