Customer Relationship Management (CRM) Market Size
| Study Period | 2019 - 2029 |
| Market Size (2024) | USD 72.95 Billion |
| Market Size (2029) | USD 105.91 Billion |
| CAGR (2024 - 2029) | 7.74 % |
| Fastest Growing Market | Asia Pacific |
| Largest Market | North America |
| Market Concentration | Low |
Major Players
*Disclaimer: Major Players sorted in no particular order |
Customer Relationship Management (CRM) Market Analysis
The Customer Relationship Management Market size is estimated at USD 72.95 billion in 2024, and is expected to reach USD 105.91 billion by 2029, growing at a CAGR of 7.74% during the forecast period (2024-2029).
This is primarily due to the number of businesses adopting CRM to boost their customer retention and drive sales is seeing a continuous surge. CRM connects multiple support channels to resolve issues ASAP. With its multiple deployment modes, easy mobile access, and scalability as top features, CRM tools see increasing applications globally.
- A CRM solution is a complex platform that stores everything users need to grow, improve, and maintain customer connections. There will be tremendous growth opportunities and operating operations with the help of an integrated CRM solution, such as making the most of customer connections or sales leads.
- In recent times, cloud-based solution has several advantages that can help businesses improve their operations and better use technology. Cloud computing takes pleasure in assisting SMEs in their growth and encourages entrepreneurial behavior at all levels.
- The potential of AI in CRM is huge, and most providers are investing in the same to have predictions and recommendations based on unique business processes. With benefits ranging from Predictive lead scoring to anticipating customer needs across major functions like sales, marketing, and customer service, the adoption of AI in CRM is leading toward growth in the forecasted period.
- The need for more security concerning consumer information privacy and the expensive initial and installation costs of this software may limit the market's global expansion. Furthermore, the growing acceptance of the bring your own device (BYOD) ecosystem and the CRM software's high operational efficiency and low operating costs will generate lucrative prospects in the CRM market throughout the forecast period.
- The COVID-19 pandemic brought digitalization, which led to the growth of data generation and the need to analyze the data generated. It also led to an increase in digitalization to cope with the remote-working environment. Further, due to the pandemic's effects, various businesses have faced severe challenges pertaining to supply chain issues. Businesses and industries have seen a slump in growth. In the post-COVID-19 scenario, the demand for CRM solutions is expected to increase significantly in the region, with higher demand for mobile solutions and SaaS.
Customer Relationship Management (CRM) Market Trends
Increased Adoption of Customer Relationship Management Among Developing Nations Due to Digital Transformation Driving the Market
- CRM software has registered strong demand mainly due to its ability to capture exact customer information. An increasing number of people have been turning toward cloud-based services delivered at home. The cloud CRM market is expected to emerge stronger than before in various developing nations. Organizations are using CRM solutions as part of their change to customer-centric services. With rapid digital transformation in developing nations, CRM and other integrated technologies that increase customer satisfaction are crucial.
- It became vital for companies to move toward remote-working environments, which placed focus on organizations embracing collaboration tools and practices to support the virtual workplace. Many small and medium businesses in developing nations have moved to the online platform for sales during the pandemic, and the adoption of online sales is expected to increase in the post-pandemic world.
- Some CRM solutions for SMBs include lead generation, prospect nurturing, email marketing, sales quotes and invoicing, order tracking, sales forecasting, performance tracking, competitor tracking, etc. By using digital tools such as CRM platforms, SMEs can adapt how they engage with customers at almost every stage of the customer lifecycle.
- Moreover, in September this year, WhatsApp announced a partnership with Salesforce, one of the leading customer relationship management (CRM) solutions, to promote its WhatsApp Cloud API platform among companies. Salesforce corporate clients could use WhatsApp chat to interact with customers and provide new experiences.
- Digitalization and the effective use of information and communication technologies (ICT) are essential factors of successful innovation, competitiveness, and growth. They give SMEs several chances to improve their market position. Many firms have focused on their customers and relationships with them in recent years to stay competitive. As a result, customer relationship management has become a valuable tool for many firms.
- According to a Survey conducted by IBM, as of March this year, the most popular approaches adopted by enterprises to address digital transformation plans are to reuse and repurpose current solutions with traditional infrastructure and to extend existing solutions with the cloud. It indicates that 45 percent of respondents' organizations have an existing focus on modernization or a mixed modernization approach. It is significant when compared to other, less popular solutions, such as internal constructing from scratch, which was noted by 15% of respondents.
North America is Expected to Register the Largest Market
- Customer relationship management solutions offer functionalities that enhance business operations by gathering information, such as activity tracking and enabling team collaborations. As a result, these solutions allow businesses to examine client purchasing behavior while providing useful information to supplement their sales efforts. Hence, businesses are willing to spend extensively on customer relationship management technologies in the North American region.
- There is an increased demand for CRM solutions for small and medium businesses in the United States. SMBs in the region are presented with growth opportunities by gaining insights into business operations; hence SMBs are opting for software as a service (Saas) and on-demand modules of CRM in the United States.
- Also, the presence of major CRM solution providers in the region is a major driver for the increase in the adoption of CRM solutions in SMBs. Companies such as Salesforce, SAP SE, Oracle, and Microsoft dominate the north American CRM market by augmenting their market presence in the region.
- Furthermore, in April this year, Advanced Business Computers of America Inc. announced the addition of a proprietary funding portal to cyclCRMsolution. cyclCRM is developed explicitly for the Buy-Here-Pay-Here used car industry and is wholly integrated with dealer management software (DMS) and loan management software (LMS).
- Moreover, in April this year, DevRev, a business software company, launched the Developer Customer Relationship Management (Dev CRM) platform for product-led companies. This solution incorporates customer conversations, work management with real-time collaboration, and a system of record for products in a single platform.
Customer Relationship Management (CRM) Industry Overview
The customer relationship management market is highly fragmented due to the presence of both global players and small and medium-sized enterprises. Companies have been investing to incorporate AI in CRM Software. Rapid digitization provides vendors with growth opportunities. Players in the market are adopting strategies such as partnerships, innovation, expansion, and acquisitions to enhance their offerings and gain sustainable competitive advantage.
In April 2022 - Salesforce Inc. announced the expansion of offerings of Customer 360 for education institutions to provide digital-first, flexible learning options; real-time and asynchronous collaboration; and personalized experiences for students, faculty, and staff. Customer 360 for education enables colleges and universities of all sizes to build Student 360 and rapidly build new programs, such as executive education and flexible learning programs.
Customer Relationship Management (CRM) Market Leaders
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SAP AG
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Salesforce.com, Inc.
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Oracle (Netsuite Inc.) Corporation
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Adobe Systems Inc.
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Microsoft Corporation
*Disclaimer: Major Players sorted in no particular order
Customer Relationship Management (CRM) Market News
- May 2022 - Nylas, a provider of communications APIs that drive workflow automation, partnered with Market Leader, a pioneer in lead generation, custom websites, CRM, and marketing software for the real estate industry, along with the University of Portland and Shiley School of Engineering. The partnership aims to develop a bring-your-own-inbox system based on NylasEmail API and the University of Portland's seniors developing an email integration prototype into CRM, allowing agents to use their existing corporate email inside the CRM platform.
- March 2022 - HubSpot announced a partnership with the alternative financing platform Pipe. This partnership provides the company access to USD 100 million for fee-free funding for HubSpot for startup customers. This partnership enabled startups to pursue business growth with HubSpot's CRM platform while accessing capital from Pipo.
Customer Relationship Management (CRM) Market Report - Table of Contents
1. INTRODUCTION
1.1 Study Assumptions
1.2 Scope of the Study
2. RESEARCH METHODOLOGY
3. EXECUTIVE SUMMARY
4. MARKET DYNAMICS
4.1 Market Overview
4.2 Industry Value Chain Analysis
4.3 Industry Attractiveness - Porter Five Force
4.3.1 Threat of New Entrants
4.3.2 Bargaining Power of Buyers/Consumers
4.3.3 Bargaining Power of Suppliers
4.3.4 Threat of Substitute Products
4.3.5 Intensity of Competitive Rivalry
4.4 Assessment of Impact of COVID-19 on The Industry
5. MARKET DYNAMICS
5.1 Market Drivers
5.1.1 Increased Adoption Among Developing Nations Due to Digital Transformation
5.2 Market Restraints
5.2.1 High Total Cost of CRM Software Ownership
6. MARKET SEGMENTATION
6.1 By Deployment Mode
6.1.1 Cloud-based
6.1.2 On-Premise
6.2 By Size of Organisation
6.2.1 Small and Medium Enterprise
6.2.2 Large Enterprise
6.3 By End-user Vertical
6.3.1 Healthcare
6.3.2 Retail
6.3.3 BFSI
6.3.4 IT & Telecom
6.3.5 Manufacturing
6.3.6 Media & Entertainment
6.3.7 Other End-user Verticals
6.4 By Application
6.4.1 Sales
6.4.2 Marketing
6.4.3 Customer Service
6.4.4 Digital Commerce
6.4.5 Other Applications
6.5 Geography
6.5.1 North America
6.5.2 Europe
6.5.3 Asia - Pacific
6.5.4 Latin America
6.5.5 Middle East and Africa
7. COMPETITIVE LANDSCAPE
7.1 Vendor Market Share
7.2 Company Profiles
7.2.1 SAP AG
7.2.2 Salesforce.com, Inc.
7.2.3 Oracle (Netsuite Inc.) Corporation
7.2.4 Adobe Systems Inc.
7.2.5 Microsoft Corporation
7.2.6 Infor, Inc.
7.2.7 The Sage Group Plc
7.2.8 IBM Corporation
7.2.9 SYNNEX Corporation
- *List Not Exhaustive
8. INVESTMENT ANALYSIS
9. MARKET OPPORTUNITIES AND FUTURE TRENDS
Customer Relationship Management (CRM) Industry Segmentation
The customer relationship management (CRM) software market is a subsegment of the enterprise software market geared toward managing external business contacts and communication in marketing, sales, and acquisition. It offers standalone software designed to help end-user companies manage a customer's entire life cycle, including marketing, sales, customer services, and contact center. The study is structured to capture revenues accrued by software vendors through various software offerings and allied services to small and medium businesses throughout the globe.
The market is segmented by Deployment Mode (Cloud-based, On-Premise), Size of Organization (Small and Medium Enterprise, Large Enterprise), End-user Vertical (Healthcare, Retail, BFSI, IT & Telecom, Manufacturing, Media & Entertainment), Application (Sales, Marketing, Customer Service, Digital Commerce) and Geography.
The scope of the report covers customer relationship management software by Deployment, Size of Organisation, Application across important business functions, and End-user Verticals.
The market sizes and forecasts are provided in terms of value (USD billion) for all the above segments.
| By Deployment Mode | |
| Cloud-based | |
| On-Premise |
| By Size of Organisation | |
| Small and Medium Enterprise | |
| Large Enterprise |
| By End-user Vertical | |
| Healthcare | |
| Retail | |
| BFSI | |
| IT & Telecom | |
| Manufacturing | |
| Media & Entertainment | |
| Other End-user Verticals |
| By Application | |
| Sales | |
| Marketing | |
| Customer Service | |
| Digital Commerce | |
| Other Applications |
| Geography | |
| North America | |
| Europe | |
| Asia - Pacific | |
| Latin America | |
| Middle East and Africa |
Customer Relationship Management (CRM) Market Research FAQs
How big is the Customer Relationship Management Market?
The Customer Relationship Management Market size is expected to reach USD 72.95 billion in 2024 and grow at a CAGR of 7.74% to reach USD 105.91 billion by 2029.
What is the current Customer Relationship Management Market size?
In 2024, the Customer Relationship Management Market size is expected to reach USD 72.95 billion.
Who are the key players in Customer Relationship Management Market?
SAP AG, Salesforce.com, Inc., Oracle (Netsuite Inc.) Corporation, Adobe Systems Inc. and Microsoft Corporation are the major companies operating in the Customer Relationship Management Market.
Which is the fastest growing region in Customer Relationship Management Market?
Asia Pacific is estimated to grow at the highest CAGR over the forecast period (2024-2029).
Which region has the biggest share in Customer Relationship Management Market?
In 2024, the North America accounts for the largest market share in Customer Relationship Management Market.
What years does this Customer Relationship Management Market cover, and what was the market size in 2023?
In 2023, the Customer Relationship Management Market size was estimated at USD 67.30 billion. The report covers the Customer Relationship Management Market historical market size for years: 2019, 2020, 2021, 2022 and 2023. The report also forecasts the Customer Relationship Management Market size for years: 2024, 2025, 2026, 2027, 2028 and 2029.
What are the latest trends in the Global CRM Market?
The latest Trends in the Customer Relationship Management (CRM) Market are: a) Integration of Artificial Intelligence (AI) for predictive analytics b) Rising use of chatbots for customer service c) Increased mobile CRM adoption d) Emphasis on personalized customer experiences
What challenges do companies face in implementing CRM Software?
Key Challenges companies face while implementing CRM software are: a) Data migration b) User adoption c) Integrating CRM with existing systems d) Ensuring data privacy and security
CRM Industry Report
The Global Customer Relationship Management (CRM) Market is experiencing substantial growth, driven by the increasing adoption of CRM solutions to enhance customer satisfaction, streamline operations, and improve sales efficiency across various industries. This growth is further fueled by the integration of advanced technologies like AI, offering predictive analytics and personalized interactions. With a trend towards digital transformation, especially in developing nations, the CRM market size and share are expanding as businesses leverage CRM tools for better customer engagement and retention.
Despite challenges such as the need for customization, the CRM market growth is on an upward trajectory, driven by the demand for efficient customer management solutions and digitalization of business processes. The market is evolving with a focus on cloud-based CRM solutions, providing flexibility and scalability for all business sizes.
The industry analysis indicates that the market leaders are progressively investing in industry research to stay ahead of market trends. Market segmentation shows a clear preference for cloud-based solutions among small and medium enterprises. The market forecast suggests continued growth, supported by industry statistics and market data.
Industry reports highlight the importance of CRM in the healthcare, retail, BFSI, IT & Telecom, manufacturing, and media & entertainment sectors. The industry outlook remains positive, with market predictions indicating sustained market growth. Market review and market overview sections of the industry reports provide detailed insights into the market value and market segmentation.
For detailed statistics on CRM market share, size, and revenue growth rate, refer to Mordor Intelligenceā¢ Industry Reports, offering a comprehensive market forecast and historical overview. Get a sample of this industry analysis as a free report PDF download. This report example is essential for understanding the market outlook and industry information.
