SaaS CRM Market Size
| Study Period | 2019 - 2029 |
| Market Size (2024) | USD 45.62 Billion |
| Market Size (2029) | USD 115.94 Billion |
| CAGR (2024 - 2029) | 20.51 % |
| Fastest Growing Market | North America |
| Largest Market | North America |
| Market Concentration | Low |
Major Players
*Disclaimer: Major Players sorted in no particular order |
SaaS CRM Market Analysis
The SaaS CRM Market size is estimated at USD 45.62 billion in 2024, and is expected to reach USD 115.94 billion by 2029, at a CAGR of 20.51% during the forecast period (2024-2029).
SaaS, short for Software as a Service, refers to software that is based in the cloud. SaaS is employed for the management of business relations with clients. Software as a Service operates on a cloud-based server. The software provider is responsible for maintaining, hosting, and operating Software as a Service. This is advantageous for your business as it eliminates the need for additional investments in data storage solution.
- The CRM market for businesses utilizing SaaS solutions has experienced growth due to the increasing preference for cloud-based technologies. Personalized experiences are a key trend driving this market, as SaaS CRM software enables businesses to offer tailored interactions with customers, leading to enhanced retention
- For instance, October 2023, Cendyn strengthens its dedication to advancing CRM by acquiring PUSHTech, reinforcing its commitment to investing in innovation, customer-centric solutions, and empowering hoteliers to maximize.
- Cloud technology is essential for facilitating collaboration in work and providing immediate access to data. CRM analytics, driven by d automation and AI, as it offesr more beneficial insights on customer behavior and preferences. This information assists businesses in customizing their products and marketing tactics to suit the distinct requirements of different industries and types of businesses.
- Furthermore, the Internet of Things (IoT), embedded analytics and integration of business intelligence capabilities in SaaS CRM offers additional advantages, such as real-time data analysis and actionable insights. By adopting SaaS CRM, SMEs can gain a competitive edge and better serve their customers.
- However, concerns regarding security and privacy persist, as enterprises are facing the cyber threats, which leads to production inefficiencies along with revenue losses. SMEs, in particular, are at risk due to limited IT security infrastructure and smaller budgets.
SaaS CRM Market Trends
Retail Witness Major Growth
- The retail segment will be estimated to witness significant growth. As business landscape, the retail industry is witnessing a significant shift towards cloud-based Customer Relationship Management (CRM) solutions, specifically Software as a Service (SaaS) CRM. This trend is driven by the expansion and growth of retail and e-commerce companies worldwide.
- SaaS CRM offers many benefits such as improved customer relationship management and increased productivity. Retail companies are under pressure to stay competitive in the market, leading them to review their investment strategies. They are growing by launching new stores, developing online sales strategies, acquiring other retail businesses, and implementing cloud computing. These methods are crucial for drawing in and keeping an expanding customer population.
- Moreover, in 2023, there were 1.07 million retail Stores in the United States, an increase from past years, according to the US Bureau of Labor Statistics. Dollar General and Tree had the highest number of stores in the United States, which would drive the market.
- SaaS-based point of sale software streamlines sales transactions in retail businesses. As it automates the sales process, by enabling complete transactions quickly and effectively by staff. SaaS solutions for POS systems and retail come with a numerous of advantages, such as continuous integration with other software platforms, simple scalability and automated upgrades.
- Moreover, several companies are constantly developing technological advancements, For June 2024, SaaS major Zoho Corporation announces an updated 'CRM For Everyone, Indian software-as-a-service major Zoho Corporation on announced a slew of offerings for its global enterprise customers, including a revamped Zoho CRM for Everyone, aimed at expanding customer relationship management (CRM) solutions to all teams involved in customer operations activities.
North America is Expected to Witness the Growth
- SaaS CRM systems are becoming more popular in North America because many businesses are increasingly using cloud services and digital technology. The presence of cutting-edge CRM tools, like AI-driven analytics and teamwork capabilities, plays a crucial role in driving this development.
- Cloud technology is the top choice for businesses in North America as it provides cost savings and allows for seamless integration of different applications. As Major companies are offering cloud services such as Microsoft, Salesforce, and Oracle provide extensive CRM solutions for businesses of various sizes, Furthermore, the accessibility of these tools via cloud technology provides more flexibility and scalability for companies.
- These solutions enable access to various enterprise applications, such as ERP, CRM and HRM, through web browsers using a one-click functionality. The increasing need for CRM analytics to gain valuable customer insights is another factor fueling the growth of the SaaS CRM market in North America.
- The market growth in the region has been boosted by the increasing number of network monitoring solution providers and the rising investment in developing, November 2023, Capillary Technologies announced a 4X growth in the US market. Capillary is impacting the loyalty technology market with its cloud-based SaaS offering to help enterprise brands transfer to RoI-driven loyalty programs that engage customers , With Capillary’s SaaS platform, brands can also get the ability to run highly flexible and agile loyalty programs with real-time insights and reports to generate ROI.
SaaS CRM Industry Overview
The market, being technology-oriented, is prompting both major along with smaller enterprises to enter. However, the major vendors, such as Capillary Technologies, Cendyn Group LLC, HubSpot Inc., Doxim Inc, HCL Technologies Ltd.command prominent shares of the market, as they have access to a large clientele. This is making it difficult for new players to gain a foothold in the market.
The access to distribution channels and the clientele are significantly higher for the large vendors operating in the market. These vendors are increasingly involved in mergers and acquisitions to enhance their market share and offer solutions at competitive prices to expand their customer bases.
The technology-intensive nature of the market makes it vital for new market players to keep track of technological advancements constantly. Many solution providers are introducing new ways to gain a competitive advantage and overall the market is fragmented.
SaaS CRM Market Leaders
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Capillary Technologies
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Cendyn Group LLC
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Doxim Inc
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HCL Technologies Ltd.
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HubSpot Inc.
*Disclaimer: Major Players sorted in no particular order
SaaS CRM Market News
- August 2024: Doxim announced Mainstreet Credit Union live with Doxim's In-Branch Account Opening Solution (AOS) and digital suite, This unique product application significantly increases onboarding efficiency, offering credit unions a purpose-built, highly flexible, end-to-end digital account opening solution. It provides all Know Your Customer (KYC)/Anti-Money Laundering (AML) compliance and business logic for registered and non-registered demand products.
- March 2024: HCLTech’s has announced the Advantage Experience, with generative AI (GenAI) capabilities to help enterprises transform their marketing landscape and campaign launches, increase customer experience platform efficiency and lower the cost of ownership of marketing ecosystems. The solution combines marketing technology with GenAI capabilities, enabling enterprises to curate hyper-personalized experiences, improve product discoverability and design and integrate customer experiences into MarTech platforms faster and seamlessly.
SaaS CRM Market Report - Table of Contents
1. INTRODUCTION
1.1 Study Assumptions and Market Definition
1.2 Scope of the Study
2. RESEARCH METHODOLOGY
3. EXECUTIVE SUMMARY
4. MARKET INSIGHTS
4.1 Market Overview
4.2 Value Chain Analysis
4.3 Industry Attractiveness - Porter's Five Force Analysis
4.3.1 Bargaining Power of Suppliers
4.3.2 Bargaining Power of Buyers
4.3.3 Threat of New Entrants
4.3.4 Threat of Substitutes
4.3.5 Intensity of Competitive Rivalry
4.4 Assessment of Macroeconomic Factors on the Market
5. MARKET DYNAMICS
5.1 Market Drivers
5.1.1 Increasing adoption of SaaS CRM by SMEs is the key driver of the market
5.2 Market Restraints
5.2.1 Data Security concerns is a key challenge affecting the market growth
6. MARKET SEGMENTATION
6.1 By Enterprise Size
6.1.1 Large Enterprises
6.1.2 SMEs
6.2 By End-User
6.2.1 IT & Telecom
6.2.2 BFSI
6.2.3 Healthcare
6.2.4 Manufacturing
6.2.5 Retail
6.2.6 Other End users
6.3 By Geography***
6.3.1 North America
6.3.2 Europe
6.3.3 Asia
6.3.4 Australia and New Zealand
6.3.5 Latin America
6.3.6 Middle East and Africa
7. COMPETITIVE LANDSCAPE
7.1 Company Profiles
7.1.1 Capillary Technologies
7.1.2 Cendyn Group LLC
7.1.3 DataAegis Software Pvt Ltd.
7.1.4 Doxim Inc
7.1.5 HCL Technologies Ltd.
7.1.6 HubSpot Inc.
7.1.7 Infor Inc.
7.1.8 International Business Machines Corp.
7.1.9 NICE Ltd.
7.1.10 Oracle Corp.
7.1.11 Pegasystems Inc.
- *List Not Exhaustive
8. INVESTMENT ANAYSIS
9. FUTURE OF THE MARKET
SaaS CRM Industry Segmentation
SaaS CRM is cloud-hosted software that provides continuous access to CRM features and assistance without requiring investment in setup and upkeep. SaaS CRM enhances customer relationships, streamlines marketing, sales, and customer service processes, and adds a personal touch to interactions.
The SaaS CRM market is segmented by enterprise size (large enterprises, SMEs), end-user (IT & telecom, BFSI, healthcare, manufacturing , retail, other end users), geography (North America, Europe, Asia Pacific, Latin America, Middle East and Africa). The report offers market forecasts and size in value (USD) for all the above segments.
| By Enterprise Size | |
| Large Enterprises | |
| SMEs |
| By End-User | |
| IT & Telecom | |
| BFSI | |
| Healthcare | |
| Manufacturing | |
| Retail | |
| Other End users |
| By Geography*** | |
| North America | |
| Europe | |
| Asia | |
| Australia and New Zealand | |
| Latin America | |
| Middle East and Africa |
SaaS CRM Market Research FAQs
How big is the SaaS CRM Market?
The SaaS CRM Market size is expected to reach USD 45.62 billion in 2024 and grow at a CAGR of 20.51% to reach USD 115.94 billion by 2029.
What is the current SaaS CRM Market size?
In 2024, the SaaS CRM Market size is expected to reach USD 45.62 billion.
Who are the key players in SaaS CRM Market?
Capillary Technologies, Cendyn Group LLC, Doxim Inc, HCL Technologies Ltd. and HubSpot Inc. are the major companies operating in the SaaS CRM Market.
Which is the fastest growing region in SaaS CRM Market?
North America is estimated to grow at the highest CAGR over the forecast period (2024-2029).
Which region has the biggest share in SaaS CRM Market?
In 2024, the North America accounts for the largest market share in SaaS CRM Market.
What years does this SaaS CRM Market cover, and what was the market size in 2023?
In 2023, the SaaS CRM Market size was estimated at USD 36.26 billion. The report covers the SaaS CRM Market historical market size for years: 2019, 2020, 2021, 2022 and 2023. The report also forecasts the SaaS CRM Market size for years: 2024, 2025, 2026, 2027, 2028 and 2029.
SaaS CRM Industry Report
Statistics for the 2024 SaaS CRM market share, size and revenue growth rate, created by Mordor Intelligence™ Industry Reports. SaaS CRM analysis includes a market forecast outlook for 2024 to 2029 and historical overview. Get a sample of this industry analysis as a free report PDF download.
