PART 01: EXECUTIVE SUMMARY PART 02: SCOPE OF THE REPORT 2.1 Preface 2.2 Preface 2.3 Currency conversion rates for US$ PART 03: MARKET LANDSCAPE Market ecosystem Market characteristics Market segmentation analysis PART 04: MARKET SIZING Market definition Market sizing 2018 Market size and forecast 2018-2023 PART 05: FIVE FORCES ANALYSIS Bargaining power of buyers Bargaining power of suppliers Threat of new entrants Threat of substitutes Threat of rivalry Market condition PART 06: MARKET SEGMENTATION BY END-USER Market segmentation by end-user Comparison by end-user Retail - Market size and forecast 2018-2023 BFSI - Market size and forecast 2018-2023 Manufacturing - Market size and forecast 2018-2023 Telecom and IT - Market size and forecast 2018-2023 Healthcare - Market size and forecast 2018-2023 Other end-users - Market size and forecast 2018-2023 Market opportunity by end-user PART 07: CUSTOMER LANDSCAPE PART 08: GEOGRAPHIC LANDSCAPE Geographic segmentation Geographic comparison North America - Market size and forecast 2018-2023 Europe - Market size and forecast 2018-2023 APAC - Market size and forecast 2018-2023 South America - Market size and forecast 2018-2023 MEA - Market size and forecast 2018-2023 Key leading countries Market opportunity PART 09: DECISION FRAMEWORK PART 10: DRIVERS AND CHALLENGES Market drivers Market challenges PART 11: MARKET TRENDS Rising number of partnerships and acquisitions Integration of AI into SaaS CRM Integration of analytics into SaaS CRM PART 12: VENDOR LANDSCAPE Overview Landscape disruption PART 13: VENDOR SHARE Vendor share PART 14: VENDOR ANALYSIS Vendors covered Vendor classification Market positioning of vendors Adobe Inc. Microsoft Corp. Oracle Corp. Salesforce.com Inc. SAP SE PART 15: APPENDIX Research methodology List of abbreviations Definition of market positioning of vendors PART 16: EXPLORE TECHNAVIO   Exhibit 01: Key product offerings Exhibit 02: Global information technology (IT) software market Exhibit 03: Segments of global information technology (IT) software market Exhibit 04: Market characteristics Exhibit 05: Market segments Exhibit 06: Market definition - Inclusions and exclusions checklist Exhibit 07: Market size 2018 Exhibit 08: Global market: Size and forecast 2018-2023 ($ millions) Exhibit 09: Global market: Year-over-year growth 2019-2023 (%) Exhibit 10: Five forces analysis 2018 Exhibit 11: Five forces analysis 2023 Exhibit 12: Bargaining power of buyers Exhibit 13: Bargaining power of suppliers Exhibit 14: Threat of new entrants Exhibit 15: Threat of substitutes Exhibit 16: Threat of rivalry Exhibit 17: Market condition - Five forces 2018 Exhibit 18: End-user - Market share 2018-2023 (%) Exhibit 19: Comparison by end-user Exhibit 20: Retail - Market size and forecast 2018-2023 ($ millions) Exhibit 21: Retail - Year-over-year growth 2019-2023 (%) Exhibit 22: BFSI - Market size and forecast 2018-2023 ($ millions) Exhibit 23: BFSI - Year-over-year growth 2019-2023 (%) Exhibit 24: Manufacturing - Market size and forecast 2018-2023 ($ millions) Exhibit 25: Manufacturing - Year-over-year growth 2019-2023 (%) Exhibit 26: Telecom and IT - Market size and forecast 2018-2023 ($ millions) Exhibit 27: Telecom and IT - Year-over-year growth 2019-2023 (%) Exhibit 28: Healthcare - Market size and forecast 2018-2023 ($ millions) Exhibit 29: Healthcare - Year-over-year growth 2019-2023 (%) Exhibit 30: Other end-users - Market size and forecast 2018-2023 ($ millions) Exhibit 31: Other end-users - Year-over-year growth 2019-2023 (%) Exhibit 32: Market opportunity by end-user Exhibit 33: Customer landscape Exhibit 34: Market share by geography 2018-2023 (%) Exhibit 35: Geographic comparison Exhibit 36: North America - Market size and forecast 2018-2023 ($ millions) Exhibit 37: North America - Year-over-year growth 2019-2023 (%) Exhibit 38: Europe - Market size and forecast 2018-2023 ($ millions) Exhibit 39: Europe - Year-over-year growth 2019-2023 (%) Exhibit 40: APAC - Market size and forecast 2018-2023 ($ millions) Exhibit 41: APAC - Year-over-year growth 2019-2023 (%) Exhibit 42: South America - Market size and forecast 2018-2023 ($ millions) Exhibit 43: South America - Year-over-year growth 2019-2023 (%) Exhibit 44: MEA - Market size and forecast 2018-2023 ($ millions) Exhibit 45: MEA - Year-over-year growth 2019-2023 (%) Exhibit 46: Key leading countries Exhibit 47: Market opportunity Exhibit 48: Comparison of on-premises and SaaS CRM Exhibit 49: Comparison of free and commercial SaaS CRM software Exhibit 50: Free SaaS CRM software providers and their product offerings Exhibit 51: Impact of drivers and challenges Exhibit 52: Vendor landscape Exhibit 53: Landscape disruption Exhibit 54: Leading company’s market share Exhibit 55: Vendors covered Exhibit 56: Vendor classification Exhibit 57: Market positioning of vendors Exhibit 58: Adobe Inc. - Vendor overview Exhibit 59: Adobe Inc. - Business segments Exhibit 60: Adobe Inc. - Organizational developments Exhibit 61: Adobe Inc. - Geographic focus Exhibit 62: Adobe Inc. - Segment focus Exhibit 63: Adobe Inc. - Key offerings Exhibit 64: Microsoft Corp. - Vendor overview Exhibit 65: Microsoft Corp. - Business segments Exhibit 66: Microsoft Corp. - Organizational developments Exhibit 67: Microsoft Corp. - Geographic focus Exhibit 68: Microsoft Corp. - Segment focus Exhibit 69: Microsoft Corp. - Key offerings Exhibit 70: Oracle Corp. - Vendor overview Exhibit 71: Oracle Corp. - Business segments Exhibit 72: Oracle Corp. - Organizational developments Exhibit 73: Oracle Corp. - Geographic focus Exhibit 74: Oracle Corp. - Segment focus Exhibit 75: Oracle Corp. - Key offerings Exhibit 76: Salesforce.com Inc. - Vendor overview Exhibit 77: Salesforce.com Inc. - Organizational developments Exhibit 78: Salesforce.com Inc. - Geographic focus Exhibit 79: Salesforce.com Inc. - Key offerings Exhibit 80: SAP SE - Vendor overview Exhibit 81: SAP SE - Business segments Exhibit 82: SAP SE - Organizational developments Exhibit 83: SAP SE - Geographic focus Exhibit 84: SAP SE - Segment focus Exhibit 85: SAP SE - Key offerings Exhibit 86: Validation techniques employed for market sizing Exhibit 87: Definition of market positioning of vendors

Adobe Inc., Microsoft Corp., Oracle Corp., Salesforce.com Inc., and SAP SE.