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NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET FORECAST 2023-2032

SCOPE OF THE REPORT

North America 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 North America customer relationship management market is projected to register a CAGR of 13.58% during the forecast period, 2023-2032, and is expected to reach a revenue of $124.85 billion by 2032.

The customer relationship management market growth in North America is attributed to the rising adoption of mobile-based CRM. Also, regional organizations are transitioning from a product-centric approach to a customer-centric approach.

On the other hand, the North America customer relationship management market has reached a saturation point with limited scope for growth.

North America Customer Relationship Management Market

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The North America customer relationship management market growth assessment includes the analysis of the United States and Canada

The United States is witnessing a surge in demand for CRM solutions specifically tailored to small and medium businesses (SMBs) for better insights into their business operations. Consequently, they are increasingly choosing to adopt software as a service (SaaS) and on-demand modules for their CRM needs. The presence of major providers of CRM solutions in this region is a notable catalyst driving the uptick in CRM adoption. Industry leaders like Salesforce, SAP SE, Oracle, and Microsoft have significant influence over the North American CRM Software market, thereby enhancing their foothold in the region.

Further, in April 2022, DevRev, a company specializing in business software, introduced the Developer Customer Relationship Management (Dev CRM) platform designed for enterprises that prioritize their products. This innovative solution integrates customer conversations and work management, enabling real-time collaboration while maintaining a unified system for product record-keeping, all within a single platform.

The North America customer relationship management market segmentation includes application, organization size, end-user, and deployment. The end-user segment includes retail, transportation and logistics, BFSI, IT & telecom, healthcare, and other end-users.

The healthcare sector is currently experiencing a surge in the adoption of CRM. This growth is primarily driven by an increasing emphasis on patient engagement and the mounting pressure on healthcare institutions to cut costs and enhance customer satisfaction. Healthcare CRM serves a range of functions, including customer support, service provision, sales, and social media marketing. This, in turn, contributes to increasing customer loyalty within the healthcare domain. 

Nevertheless, there are certain factors that could impede the widespread adoption of healthcare CRM. Concerns encompass patient data security, the substantial expenses associated with implementing CRM systems, and the intricate nature of the implementation process. Moreover, ensuring compliance, for instance, with HIPAA regulations across European nations further complicates matters. Despite these hurdles, the healthcare field thrives on data-driven methodologies. 

The transportation and logistics sectors bear the responsibility for a wide range of tasks, including preparation, packaging, shipping, handling all essential documentation, and ensuring the secure conveyance of goods to designated locations. Given the complexity of the numerous operations involved, this field necessitates the synchronized efforts of all departments and an ongoing, fruitful engagement with clientele. Sustaining connections with current customers proves more economical than acquiring fresh ones. Hence, CRM software strives to enhance cost efficiency by transforming potential clients into loyal ones, facilitating enduring associations between clients and partners.

Some of the prominent players in the North America customer relationship management market are Salesforce Inc, Oracle Corporation, Microsoft Corporation, etc.

Salesforce provides enterprise cloud computing solutions. Its Customer 360 Service platform offerings include marketing, integration, automation, commerce, artificial intelligence, and customer data cloud services. The company offers its solutions as a service on a subscription basis, indirectly through partners and directly through sales. It has a business presence across the Middle East & Africa, Europe, Asia-Pacific, and the Americas, with headquarters in San Francisco, California, the United States.

REPORT SYNOPSIS

REPORT SCOPEDETAILS
Market Forecast Years2023-2032
Base Year2022
Market Historical Years2018-2022
Forecast UnitsRevenue ($ Billion)
Segments Analyzed
Application, End-User, Organization Size, Deployment
Countries AnalyzedThe United States and Canada
Companies AnalyzedAdobe 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

  1. RESEARCH SCOPE & METHODOLOGY
    1. STUDY OBJECTIVES
    2. METHODOLOGY
    3. ASSUMPTIONS & LIMITATIONS
  2. EXECUTIVE SUMMARY
    1. MARKET SIZE & ESTIMATES
    2. MARKET OVERVIEW
    3. SCOPE OF STUDY
    4. CRISIS SCENARIO ANALYSIS
    5. MAJOR MARKET FINDINGS
      1. INCREASING PREFERENCE FOR CLOUD BASED CRM
      2. INDUSTRY-SPECIFIC CRM SYSTEMS ARE GAINING MOMENTUM
      3. GROWING SCOPE FOR CRM ANALYTICS
  3. MARKET DYNAMICS
    1. KEY DRIVERS
      1. CRM’S KEY ROLE IN CUSTOMER RETENTION
      2. INCREASED DEMAND FOR MARKETING AUTOMATION
      3. CRM’S CRITICAL ROLE IN SUCCESSFUL DIGITAL TRANSFORMATION
    2. KEY RESTRAINTS
      1. SECURITY CONCERNS AFFECTING CRM DATABASE
      2. HIGH COST OF CRM SOFTWARE
  4. KEY ANALYTICS
    1. KEY TECHNOLOGY TRENDS
    2. PORTER’S FIVE FORCES ANALYSIS
      1. BUYERS POWER
      2. SUPPLIERS POWER
      3. SUBSTITUTION
      4. NEW ENTRANTS
      5. INDUSTRY RIVALRY
    3. GROWTH PROSPECT MAPPING
    4. MARKET CONCENTRATION ANALYSIS
    5. KEY BUYING CRITERIA
      1. FUNCTIONALITY
      2. USER EXPERIENCE
      3. INTEGRATION CAPABILITIES
      4. COST
  5. MARKET BY DEPLOYMENT
    1. CLOUD
    2. ON-PREMISE
  6. MARKET BY ORGANIZATION SIZE
    1. LARGE ORGANIZATION
    2. SMALL AND MEDIUM-SIZED ORGANIZATION
  7. MARKET BY END-USER
    1. IT & TELECOM
    2. RETAIL
    3. BFSI
    4. HEALTHCARE
    5. TRANSPORTATION AND LOGISTICS
    6. OTHER END-USERS
  8. MARKET BY APPLICATION
    1. LEAD GENERATION
    2. CUSTOMER EXPERIENCE MANAGEMENT
    3. CRM ANALYTICS
    4. SALES AND MARKETING
    5. CUSTOMER SUPPORT
    6. OTHER APPLICATIONS
  9. GEOGRAPHICAL ANALYSIS
    1. NORTH AMERICA
      1. MARKET SIZE & ESTIMATES
      2. NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET DRIVERS
      3. NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET CHALLENGES
      4. KEY PLAYERS IN NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET
      5. COUNTRY ANALYSIS
        1. UNITED STATES
          1. UNITED STATES CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
        2. CANADA
          1. CANADA CUSTOMER RELATIONSHIP MANAGEMENT MARKET SIZE & OPPORTUNITIES
  10. COMPETITIVE LANDSCAPE
    1. KEY STRATEGIC DEVELOPMENTS
      1. MERGERS & ACQUISITIONS
      2. PRODUCT LAUNCHES & DEVELOPMENTS
      3. PARTNERSHIPS & AGREEMENTS
      4. BUSINESS EXPANSIONS & DIVESTITURES
    2. COMPANY PROFILES
      1. ADOBE INC
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
        3. STRENGTHS & CHALLENGES
      2. FRESHWORKS
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
        3. STRENGTHS & CHALLENGES
      3. HUBSPOT
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
        3. STRENGTHS & CHALLENGES
      4. INFOR
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
        3. STRENGTHS & CHALLENGES
      5. INSIGHTLY INC
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
      6. MICROSOFT CORPORATION
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
        3. STRENGTHS & CHALLENGES
      7. ORACLE CORPORATION
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
        3. STRENGTHS & CHALLENGES
      8. PEGASYSTEMS INC
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
      9. PIPEDRIVE
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
      10. SALESFORCE INC
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
        3. STRENGTHS & CHALLENGES
      11. SAP SE
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
        3. STRENGTHS & CHALLENGES
      12. SUGARCRM
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
      13. THE SAGE GROUP PLC
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
        3. STRENGTHS & CHALLENGES
      14. ZENDESK
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
        3. STRENGTHS & CHALLENGES
      15. ZOHO CORPORATION
        1. COMPANY OVERVIEW
        2. PRODUCTS / SERVICES LIST
        3. STRENGTHS & CHALLENGES

LIST OF TABLES

TABLE 1: MARKET SNAPSHOT – CUSTOMER RELATIONSHIP MANAGEMENT

TABLE 2: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)

TABLE 3: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT, FORECAST YEARS, 2023-2032 (IN $ BILLION)

TABLE 4: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ORGANIZATION SIZE, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)

TABLE 5: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ORGANIZATION SIZE, FORECAST YEARS, 2023-2032 (IN $ BILLION)

TABLE 6: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY END-USER, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)

TABLE 7: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY END-USER, FORECAST YEARS, 2023-2032 (IN $ BILLION)

TABLE 8: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)

TABLE 9: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, FORECAST YEARS, 2023-2032 (IN $ BILLION)

TABLE 10: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COUNTRY, HISTORICAL YEARS, 2018-2022 (IN $ BILLION)

TABLE 11: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COUNTRY, FORECAST YEARS, 2023-2032 (IN $ BILLION)

TABLE 12: KEY PLAYERS OPERATING IN NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET

TABLE 13: LIST OF MERGERS & ACQUISITIONS

TABLE 14: LIST OF PRODUCT LAUNCHES & DEVELOPMENTS

TABLE 15: LIST OF PARTNERSHIPS & AGREEMENTS

TABLE 16: 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: MARKET CONCENTRATION ANALYSIS

FIGURE 5: KEY BUYING CRITERIA

FIGURE 6: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, GROWTH POTENTIAL, BY DEPLOYMENT, IN 2022

FIGURE 7: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY CLOUD, 2023-2032 (IN $ BILLION)

FIGURE 8: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ON-PREMISE, 2023-2032 (IN $ BILLION)

FIGURE 9: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, GROWTH POTENTIAL, BY ORGANIZATION SIZE, IN 2022

FIGURE 10: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY LARGE ORGANIZATION, 2023-2032 (IN $ BILLION)

FIGURE 11: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY SMALL AND MEDIUM-SIZED ORGANIZATION, 2023-2032 (IN $ BILLION)

FIGURE 12: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, GROWTH POTENTIAL, BY END-USER, IN 2022

FIGURE 13: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY IT & TELECOM, 2023-2032 (IN $ BILLION)

FIGURE 14: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY RETAIL, 2023-2032 (IN $ BILLION)

FIGURE 15: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY BFSI, 2023-2032 (IN $ BILLION)

FIGURE 16: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY HEALTHCARE, 2023-2032 (IN $ BILLION)

FIGURE 17: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY TRANSPORTATION AND LOGISTICS, 2023-2032 (IN $ BILLION)

FIGURE 18: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY OTHER END-USERS, 2023-2032 (IN $ BILLION)

FIGURE 19: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, GROWTH POTENTIAL, BY APPLICATION, IN 2022

FIGURE 20: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY LEAD GENERATION, 2023-2032 (IN $ BILLION)

FIGURE 21: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY CUSTOMER EXPERIENCE MANAGEMENT, 2023-2032 (IN $ BILLION)

FIGURE 22: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY CRM ANALYTICS, 2023-2032 (IN $ BILLION)

FIGURE 23: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY SALES AND MARKETING, 2023-2032 (IN $ BILLION)

FIGURE 24: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY CUSTOMER SUPPORT, 2023-2032 (IN $ BILLION)

FIGURE 25: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY OTHER APPLICATIONS, 2023-2032 (IN $ BILLION)

FIGURE 26: NORTH AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, COUNTRY OUTLOOK, 2022 & 2032 (IN %)

FIGURE 27: UNITED STATES CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)

FIGURE 28: CANADA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2023-2032 (IN $ BILLION)

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