This IDC study evaluates the leading CRM software vendors in the Americas by eight vertical industries: financial services, manufacturing, retail/wholesale, communications and media, utilities, healthcare, government, and "other" industries.

Noel Stevens, senior analyst, Software Vertical Views, states, "The CRM market for each of the eight aggregate industries presented in this document is clearly dominated by Siebel, which maintains the largest share of revenue in five of the eight vertical industries. While the two companies are presented separately in this study, the acquisition of Siebel by Oracle increases the company's relative strength in each of its respective first-place industries but is not sufficient to overthrow communications and media and retail (automotive) experts Amdocs and Reynolds and Reynolds or the ever increasing presence of Saleforce.com in the "other" industries category."