One of the primary functions of these tools is to collect information about clients, thus a company must consider the desire for privacy and data security, as well as the legislative and cultural norms. Some clients prefer assurances that their data will not be shared with third parties without their prior consent and that safeguards are in place to prevent illegal access by third parties.
Market structures
This market grew by 12.5 percent in 2008, from revenue of $8.13 billion in 2007 to $9.15 billion in 2008. The following table lists the top vendors in 2006-2008 (figures in millions of US dollars) published in Gartner studies.
| Vendor | 2008 Revenue | 2008 Share (%) | 2007 Revenue | 2007 Share (%) | 2006 Revenue | 2006 Share (%) |
| SAP | 2,055 | 22.5 | 2,050.8 | 25.3 | 1,681.7 | 26.6 |
| Oracle | 1,475 | 16.1 | 1,319.8 | 16.3 | 1,016.8 | 15.5 |
| Salesforce.com | 965 | 10.6 | 676.5 | 8.3 | 451.7 | 6.9 |
| Microsoft | 581 | 6.4 | 332.1 | 4.1 | 176.1 | 2.7 |
| Amdocs | 451 | 4.9 | 421.0 | 5.2 | 365.9 | 5.6 |
| Others | 3,620 | 39.6 | 3,289.1 | 40.6 | 2,881.6 | 43.7 |
| Total | 9,147 | 100 | 8,089.3 | 100 | 6,573.8 | 100 |
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