GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FORECAST 2023-2032
SCOPE OF THE REPORT
Global Customer Relationship Management Market by Deployment (Cloud, on-premise) Market by Organization Size (Large Organization, Small and Medium-sized Organization) Market by End-user (IT & Telecom, Retail, BFSI, Healthcare, Transportation and Logistics, Other End-users) Market by Application (Lead Generation, Customer Experience Management, CRM Analytics, Sales and Marketing, Customer Support, Other Applications) by Geography
MARKET OVERVIEW
The global customer relationship management market was valued at $81.80 billion in 2022 and is expected to reach $286.74 billion by 2032, growing at a CAGR of 13.63% during the forecast period, 2023-2032. The base year considered for the study is 2022, and the estimated period is between 2023 and 2032. The market study has also analyzed the impact of COVID-19 on the customer relationship management market qualitatively as well as quantitatively.
Customer Relationship Management (CRM) is a software solution designed to assist companies in efficiently managing and analyzing customer interactions and data throughout the entire customer lifecycle. The primary objective is to optimize sales revenue, bolster customer retention, and ensure elevated customer satisfaction. CRM platforms serve external and internal customers (employees), facilitating seamless communication and collaboration.
CRM gathers valuable customer data through diverse channels such as the company website, telephone, live chat, direct mail, marketing materials, and social media. This reservoir of information empowers businesses with comprehensive customer insights, ultimately leading to more effortless and personalized customer interactions. Thorough analyses of customer purchase history, preferences, concerns, and personal information enable the delivery of tailor-made services to each individual.
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GROWTH ENABLERS
Key growth enablers of the global customer relationship management market are:
- CRM’s key role in customer retention
- CRM systems are designed to assist businesses in gaining a deeper understanding of their customers, their preferences, and their needs. By capturing and analyzing customer data, CRM enables businesses to cultivate a customer-centric approach. It empowers businesses to personalize interactions, foresee customer needs, and offer pertinent and timely support, ultimately elevating the overall customer experience.
- Personalization is a critical aspect of delivering an exceptional customer experience. CRM systems furnish businesses with the capability to segment customers, comprehend their preferences, and customize interactions correspondingly. E-commerce websites, in particular, have utilized CRM to foster repeat purchase behaviors among consumers.
- Increased demand for marketing automation
- CRM’s critical role in successful digital transformation
GROWTH RESTRAINTS
Key factors restraining the global customer relationship management market growth are:
- Security concerns affecting CRM database
- High costs
- The average pricing of CRM software varies from $12 to $200 per user/month, with several factors influencing the total cost for businesses, such as their size and the chosen platform. Creating custom CRM software involves more than just the direct costs of software development.
- It also encompasses expenses related to project development, staff training, technical support, and system improvements. The costs incurred throughout the entire lifecycle of CRM usage might pose challenges for smaller organizations to sustain.
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KEY MARKET TRENDS
Global Customer Relationship Management Market | Top Trends
- The integration of social applications into a business’s CRM system plays a pivotal role in determining the company’s sales success. By leveraging social media, businesses can enhance their sales process through active engagement with leads. Integrating various social media channels into the CRM software enables seamless tracking and consolidation of communications from platforms like Facebook and Instagram alongside traditional channels like emails and phone calls.
- CRM (Customer Relationship Management) uses artificial intelligence extensively to improve customer interactions and expedite corporate procedures. Predictive analytics is used by AI-powered CRM systems to foresee customer behavior, optimize lead scoring for effective sales efforts, and personalize product suggestions for individual customers. AI-powered chatbots and virtual assistants deliver quick and round-the-clock customer care, reducing response times and increasing customer satisfaction.
- Mobile CRM, also known as mobile customer relationship management, refers to the use of mobile devices such as smartphones and tablets to manage and enhance customer relationships. It involves the integration of CRM software and mobile technology to provide sales, marketing, and customer service teams with access to customer data and tools while on the go. Mobile CRM enables businesses to leverage the power of mobility to stay connected with their customers and manage interactions efficiently.
MARKET SEGMENTATION
Market Segmentation – Deployment, Organization Size, End-User, and Application –
Market by Deployment:
- Cloud
- Cloud is the fastest-growing deployment mode in the global CRM market. The adoption of Cloud CRM provides significant advantages, such as enhanced visibility and easy collaboration, which can boost a company’s sales revenue.
- Comparatively, it proves to be a more viable option than the traditional on-premises deployment due to its elimination of the need for in-house IT staff to handle software installation and maintenance.
- Instead, the responsibility for managing servers, updates, and overall CRM platform management lies with the CRM provider.
- On-Premise
Market by Organization Size
- Large Organization
- Small and Medium-Sized Organization
Market by End-User
- IT & Telecom
- Retail
- Retail is the largest end-user in the global CRM market. Retailers are currently witnessing the benefits of CRM, which include vital trend identification, insights into consumer behavior, and recognition of sales patterns. Utilizing CRM software, retailers can develop enhanced strategies, ultimately leading to improved sales revenue.
- The incorporation of CRM software into the retail industry empowers businesses to collect & manage customer information and create customer profiles encompassing details like their latest purchases, significant dates, phone numbers, and other contact information.
- BFSI
- Healthcare
- Transportation and Logistics
- Other End-Users
Market by Application
- Lead Generation
- Customer Experience Management
- CRM Analytics
- Sales and Marketing
- Customer Support
- Other Solutions
GEOGRAPHICAL STUDY
Geographical Study based on Four Major Regions:- North America: The United States and Canada
- Europe: The United Kingdom, Germany, France, Italy, Spain, Belgium, Nordic Countries, The Netherlands, and Rest of Europe
- Asia-Pacific: China, Japan, India, South Korea, Thailand, Indonesia, Singapore, Australia & New Zealand, and Rest of Asia-Pacific
- Asia-Pacific is the fastest-growing CRM market globally, driven by expanding markets in China, India, Japan, and Southeast Asian nations. As businesses within this region continue to expand and compete globally, they increasingly recognize the need for effective CRM strategies to manage customer relationships, improve sales processes, and drive revenue growth.
- Furthermore, Asia-Pacific is witnessing a surge in the e-commerce and retail sectors. In this regard, CRM solutions are pivotal in managing customer relationships, monitoring purchasing behavior, and providing personalized shopping experiences. With more businesses in the region embracing e-commerce and retail expansion, the demand for CRM solutions is experiencing a significant increase.
- Rest of World: Latin America, the Middle East & Africa
MAJOR PLAYERS
The major players in the global customer relationship management market are:
- Microsoft Corporation
- Salesforce Inc
- SAP SE
- Oracle Corporation
- Adobe Inc
- Zoho Corporation
Key strategies adopted by some of these companies:
- On March 2023, Microsoft launched the Dynamic 365 Copilot for CRM software users to reduce the time taken for routine tasks with new AI-backed tools. Also, it accelerates everyday functions for marketing and sales teams, such as creating email responses, collecting customer insight data, and has AI functionality for CRM software.
- On September 2022, Salesforce Inc partnered with Meta Platforms Inc to enable customer service, run marketing campaigns, and sell through WhatsApp business messages.
REPORT SYNOPSIS
| REPORT SCOPE | DETAILS |
|---|---|
| Market Forecast Years | 2023-2032 |
| Base Year | 2022 |
| Market Historical Years | 2018-2022 |
| Forecast Units | Revenue ($ Billion) |
| Segments Analyzed | Deployment, Organization Size, End-User, Application |
| Geographies Analyzed | North America, Europe, Asia-Pacific, and Rest of World |
| Companies Analyzed | Adobe Inc, Freshworks, HubSpot, Infor, Insightly Inc, Microsoft Corporation, Oracle Corporation, Pegasystems Inc, Pipedrive, Salesforce Inc, SAP SE, SugarCRM, The Sage Group plc, Zendesk, Zoho Corporation |
TABLE OF CONTENT
RESEARCH SCOPE & METHODOLOGY
- STUDY OBJECTIVES
- METHODOLOGY
- ASSUMPTIONS & LIMITATIONS
EXECUTIVE SUMMARY
- MARKET SIZE & ESTIMATES
- MARKET OVERVIEW
- SCOPE OF STUDY
- CRISIS SCENARIO ANALYSIS
- MAJOR MARKET FINDINGS
- INCREASING PREFERENCE FOR CLOUD BASED CRM
- INDUSTRY-SPECIFIC CRM SYSTEMS ARE GAINING MOMENTUM
- GROWING SCOPE FOR CRM ANALYTICS
MARKET DYNAMICS
- KEY DRIVERS
- CRM’S KEY ROLE IN CUSTOMER RETENTION
- INCREASED DEMAND FOR MARKETING AUTOMATION
- CRM’S CRITICAL ROLE IN SUCCESSFUL DIGITAL TRANSFORMATION
- KEY RESTRAINTS
- SECURITY CONCERNS AFFECTING CRM DATABASE
- HIGH COST OF CRM SOFTWARE
- KEY DRIVERS
KEY ANALYTICS
- KEY TECHNOLOGY TRENDS
- PORTER’S FIVE FORCES ANALYSIS
- BUYERS POWER
- SUPPLIERS POWER
- SUBSTITUTION
- NEW ENTRANTS
- INDUSTRY RIVALRY
- GROWTH PROSPECT MAPPING
- MARKET MATURITY ANALYSIS
- MARKET CONCENTRATION ANALYSIS
- KEY BUYING CRITERIA
- FUNCTIONALITY
- USER EXPERIENCE
- INTEGRATION CAPABILITIES
- COST
MARKET BY DEPLOYMENT
- CLOUD
- ON-PREMISE
MARKET BY ORGANIZATION SIZE
- LARGE ORGANIZATION
- SMALL AND MEDIUM-SIZED ORGANIZATION
MARKET BY END-USER
- IT & TELECOM
- RETAIL
- BFSI
- HEALTHCARE
- TRANSPORTATION AND LOGISTICS
- OTHER END-USERS
MARKET BY APPLICATION
- LEAD GENERATION
- CUSTOMER EXPERIENCE MANAGEMENT
- CRM ANALYTICS
- SALES AND MARKETING
- CUSTOMER SUPPORT
- OTHER APPLICATIONS
GEOGRAPHICAL ANALYSIS
- NORTH AMERICA
- MARKET SIZE & ESTIMATES
- NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET DRIVERS
- NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET CHALLENGES
- KEY PLAYERS IN NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET
- COUNTRY ANALYSIS
- UNITED STATES
- UNITED STATES CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- CANADA
- CANADA CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- UNITED STATES
- EUROPE
- MARKET SIZE & ESTIMATES
- EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET DRIVERS
- EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET CHALLENGES
- KEY PLAYERS IN EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET
- COUNTRY ANALYSIS
- UNITED KINGDOM
- UNITED KINGDOM CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- GERMANY
- GERMANY CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- FRANCE
- FRANCE CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- ITALY
- ITALY CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- SPAIN
- SPAIN CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- BELGIUM
- BELGIUM CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- THE NETHERLANDS
- THE NETHERLANDS CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- NORDIC COUNTRIES
- NORDIC COUNTRIES CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- REST OF EUROPE
- REST OF EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- UNITED KINGDOM
- ASIA-PACIFIC
- MARKET SIZE & ESTIMATES
- ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET DRIVERS
- ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET CHALLENGES
- KEY PLAYERS IN ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET
- COUNTRY ANALYSIS
- CHINA
- CHINA CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- JAPAN
- JAPAN CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- INDIA
- INDIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- SOUTH KOREA
- SOUTH KOREA CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- INDONESIA
- INDONESIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- THAILAND
- THAILAND CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- SINGAPORE
- SINGAPORE CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- AUSTRALIA & NEW ZEALAND
- AUSTRALIA & NEW ZEALAND CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- REST OF ASIA-PACIFIC
- REST OF ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- CHINA
- REST OF WORLD
- MARKET SIZE & ESTIMATES
- REST OF WORLD CUSTOMER RELATIONSHIP MANAGEMENT MARKET DRIVERS
- REST OF WORLD CUSTOMER RELATIONSHIP MANAGEMENT MARKET CHALLENGES
- KEY PLAYERS IN REST OF WORLD CUSTOMER RELATIONSHIP MANAGEMENT MARKET
- REGIONAL ANALYSIS
- LATIN AMERICA
- LATIN AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- MIDDLE EAST & AFRICA
- MIDDLE EAST & AFRICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
- LATIN AMERICA
- NORTH AMERICA
COMPETITIVE LANDSCAPE
- KEY STRATEGIC DEVELOPMENTS
- MERGERS & ACQUISITIONS
- PRODUCT LAUNCHES & DEVELOPMENTS
- PARTNERSHIPS & AGREEMENTS
- BUSINESS EXPANSIONS & DIVESTITURES
- COMPANY PROFILES
- ADOBE INC
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- STRENGTHS & CHALLENGES
- FRESHWORKS
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- STRENGTHS & CHALLENGES
- HUBSPOT
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- STRENGTHS & CHALLENGES
- INFOR
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- STRENGTHS & CHALLENGES
- INSIGHTLY INC
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- MICROSOFT CORPORATION
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- STRENGTHS & CHALLENGES
- ORACLE CORPORATION
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- STRENGTHS & CHALLENGES
- PEGASYSTEMS INC
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- PIPEDRIVE
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- SALESFORCE INC
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- STRENGTHS & CHALLENGES
- SAP SE
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- STRENGTHS & CHALLENGES
- SUGARCRM
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- THE SAGE GROUP PLC
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- STRENGTHS & CHALLENGES
- ZENDESK
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- STRENGTHS & CHALLENGES
- ZOHO CORPORATION
- COMPANY OVERVIEW
- PRODUCTS / SERVICES LIST
- STRENGTHS & CHALLENGES
- ADOBE INC
- KEY STRATEGIC DEVELOPMENTS
LIST OF TABLES
TABLE 1: MARKET SNAPSHOT – CUSTOMER RELATIONSHIP MANAGEMENT
TABLE 2: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 3: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 4: GLOBAL CLOUD MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 5: GLOBAL CLOUD MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 6: GLOBAL ON-PREMISE MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 7: GLOBAL ON-PREMISE MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 8: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ORGANIZATION SIZE, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 9: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ORGANIZATION SIZE, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 10: GLOBAL LARGE ORGANIZATION MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 11: GLOBAL LARGE ORGANIZATION MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 12: GLOBAL SMALL AND MEDIUM-SIZED ORGANIZATION MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 13: GLOBAL SMALL AND MEDIUM-SIZED ORGANIZATION MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 14: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY END-USER, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 15: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY END-USER, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 16: GLOBAL IT & TELECOM MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 17: GLOBAL IT & TELECOM MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 18: GLOBAL RETAIL MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 19: GLOBAL RETAIL MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 20: GLOBAL BFSI MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 21: GLOBAL BFSI MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 22: GLOBAL HEALTHCARE MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 23: GLOBAL HEALTHCARE MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 24: GLOBAL TRANSPORTATION AND LOGISTICS MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 25: GLOBAL TRANSPORTATION AND LOGISTICS MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 26: GLOBAL OTHER END-USERS MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 27: GLOBAL OTHER END-USERS MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 28: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 29: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 30: GLOBAL LEAD GENERATION MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 31: GLOBAL LEAD GENERATION MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 32: GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 33: GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 34: GLOBAL CRM ANALYTICS MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 35: GLOBAL CRM ANALYTICS MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 36: GLOBAL SALES AND MARKETING MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 37: GLOBAL SALES AND MARKETING MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 38: GLOBAL CUSTOMER SUPPORT MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 39: GLOBAL CUSTOMER SUPPORT MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 40: GLOBAL OTHER APPLICATIONS MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 41: GLOBAL OTHER APPLICATIONS MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 42: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY GEOGRAPHY, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 43: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY GEOGRAPHY, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 44: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COUNTRY, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 45: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COUNTRY, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 46: KEY PLAYERS OPERATING IN NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET
TABLE 47: EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COUNTRY, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 48: EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COUNTRY, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 49: KEY PLAYERS OPERATING IN EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET
TABLE 50: ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COUNTRY, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 51: ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COUNTRY, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 52: KEY PLAYERS OPERATING IN ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET
TABLE 53: REST OF WORLD CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY REGION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)
TABLE 54: REST OF WORLD CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY REGION, FORECAST YEARS, 2023-2032 (IN $ BILLION)
TABLE 55: KEY PLAYERS OPERATING IN REST OF WORLD CUSTOMER RELATIONSHIP MANAGEMENT MARKET
TABLE 56: LIST OF MERGERS & ACQUISITIONS
TABLE 57: LIST OF PRODUCT LAUNCHES & DEVELOPMENTS
TABLE 58: LIST OF PARTNERSHIPS & AGREEMENTS
TABLE 59: LIST OF BUSINESS EXPANSIONS & DIVESTITURES
LIST OF FIGURES
FIGURE 1: KEY TECHNOLOGY TRENDS
FIGURE 2: PORTER’S FIVE FORCES ANALYSIS
FIGURE 3: GROWTH PROSPECT MAPPING FOR NORTH AMERICA
FIGURE 4: GROWTH PROSPECT MAPPING FOR EUROPE
FIGURE 5: GROWTH PROSPECT MAPPING FOR ASIA-PACIFIC
FIGURE 6: GROWTH PROSPECT MAPPING FOR REST OF WORLD
FIGURE 7: MARKET MATURITY ANALYSIS
FIGURE 8: MARKET CONCENTRATION ANALYSIS
FIGURE 9: KEY BUYING CRITERIA
FIGURE 10: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, GROWTH POTENTIAL, BY DEPLOYMENT, IN 2022
FIGURE 11: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY CLOUD, 2023-2032 (IN $ BILLION)
FIGURE 12: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ON-PREMISE, 2023-2032 (IN $ BILLION)
FIGURE 13: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, GROWTH POTENTIAL, BY ORGANIZATION SIZE, IN 2022
FIGURE 14: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY LARGE ORGANIZATION, 2023-2032 (IN $ BILLION)
FIGURE 15: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY SMALL AND MEDIUM-SIZED ORGANIZATION, 2023-2032 (IN $ BILLION)
FIGURE 16: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, GROWTH POTENTIAL, BY END-USER, IN 2022
FIGURE 17: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY IT & TELECOM, 2023-2032 (IN $ BILLION)
FIGURE 18: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY RETAIL, 2023-2032 (IN $ BILLION)
FIGURE 19: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY BFSI, 2023-2032 (IN $ BILLION)
FIGURE 20: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY HEALTHCARE, 2023-2032 (IN $ BILLION)
FIGURE 21: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY TRANSPORTATION AND LOGISTICS, 2023-2032 (IN $ BILLION)
FIGURE 22: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY OTHER END-USERS, 2023-2032 (IN $ BILLION)
FIGURE 23: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, GROWTH POTENTIAL, BY APPLICATION, IN 2022
FIGURE 24: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY LEAD GENERATION, 2023-2032 (IN $ BILLION)
FIGURE 25: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY CUSTOMER EXPERIENCE MANAGEMENT, 2023-2032 (IN $ BILLION)
FIGURE 26: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY CRM ANALYTICS, 2023-2032 (IN $ BILLION)
FIGURE 27: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY SALES AND MARKETING, 2023-2032 (IN $ BILLION)
FIGURE 28: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY CUSTOMER SUPPORT, 2023-2032 (IN $ BILLION)
FIGURE 29: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY OTHER APPLICATIONS, 2023-2032 (IN $ BILLION)
FIGURE 30: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, COUNTRY OUTLOOK, 2022 & 2032 (IN %)
FIGURE 31: UNITED STATES CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 32: CANADA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 33: EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, COUNTRY OUTLOOK, 2022 & 2032 (IN %)
FIGURE 34: UNITED KINGDOM CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 35: GERMANY CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 36: FRANCE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 37: ITALY CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 38: SPAIN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 39: BELGIUM CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 40: THE NETHERLANDS CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 41: NORDIC COUNTRIES CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 42: REST OF EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 43: ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET, COUNTRY OUTLOOK, 2022 & 2032 (IN%)
FIGURE 44: CHINA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 45: JAPAN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 46: INDIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 47: SOUTH KOREA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 48: INDONESIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 49: THAILAND CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 50: SINGAPORE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 51: AUSTRALIA & NEW ZEALAND CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 52: REST OF ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 53: REST OF WORLD CUSTOMER RELATIONSHIP MANAGEMENT MARKET, REGIONAL OUTLOOK, 2022 & 2032 (IN %)
FIGURE 54: LATIN AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FIGURE 55: MIDDLE EAST & AFRICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)
FAQ’s
FAQs
As of 2022, the global customer relationship management market was valued at $81.80 billion.
Typical features of a CRM system include task and activity monitoring, reporting & analytics, customer data management, sales & marketing automation, lead management, contact & account management, and connectivity with other corporate systems.
CRM systems are progressively incorporating AI to improve a variety of features. Through the use of AI, predictive analytics, lead scoring, chatbots for automated customer care, and sentiment analysis, it is possible to gain better consumer insights. In addition, AI is utilized for personalized recommendations, sales forecasting, and client segmentation.