Customer Relationship Management Market Size, Share | Report 2023-2032
The global customer relationship management market was surpassed at USD 58.86 billion in 2022 and is expected to hit around USD 217.06 billion by 2032, growing at a CAGR of 13.94% from 2023 to 2032.
Key Pointers
| Report Coverage | Companies Covered |
| Market Size in 2022 | USD 58.86 billion |
| Revenue Forecast by 2032 | USD 217.06 billion |
| Growth rate from 2023 to 2032 | CAGR of 13.94% |
| Base Year | 2022 |
| Forecast Period | 2023 to 2032 |
| Regions Covered | North America, Europe, Asia Pacific, Latin America, Middle East & Africa |
| Companies Covered | Salesforce.com, Inc.; Microsoft Corporation; SAP SE; Oracle Corporation; ADOBE INC.; SugarCRM Inc.; Zoho Corporation Pvt. Ltd; Copper CRM, Inc.; Insightly, Inc; Creatio |
Ongoing trends such as hyper-personalization of customer service, use of AI and automation, and implementation of robust social media customer service can help reduce costs, increase response times, improve customer satisfaction, and increase the adoption of customer relationship management (CRM) platforms across industries are the major factors that drive the market growth.
The COVID-19 pandemic is likely to impact businesses significantly, suppressing profitability, stifling innovation, and drying up cash flows and financial reserves. However, the growing adoption of digital technology tools is likely to set the pace for digital transformation and digital optimization of both existing businesses and new businesses. These developments are expected to lead to the increased use of cloud technology and work collaboration tools, subsequently aiding in market growth.
Organizational departments such as sales & marketing and customer services & support are increasingly integrating customer relationship management systems with AI to improve customer experience and feedback and develop strong bonds with their customers. For instance, in April 2022, Salesforce, Inc., a cloud-based software company, launched CRM analytics, with new capabilities such as AI-powered insights for sales, marketing, and service teams for every industry, such as BFSI, retail, and IT & telecom, among others.
The search insights within the CRM analytics help Salesforce customers to discover any dataset, dashboard, and next-best groupings related to their search. These developments in CRM solutions and services would likely boost the growth of the market. Customers' increasing use of digital channels to communicate with brands and organizations is anticipated to drive customer relationship management industry growth over the forecast period. According to recent SoftClouds surveys, around 80% of organizations use CRM systems for sales reporting and process automation.
It provides a better understanding of buying behavior and preferences, allowing brands and organizations to implement the best CRM strategies and deliver real-time performance. For instance, in December 2022, Freshworks Inc., a cloud-based software solution for all sizes of businesses, offered Freshdesk Omnichannel and Freshchat to Supara, a leading apparel company, to accelerate e-commerce sales with better response times to customer queries. These initiatives would further drive the growth of the market during the forecast period.
The continued digital transformation across various industries is prompting businesses to replace the existing array of solutions required to create, manage, and enhance their digital presence with a unified solution that can serve all purposes. These benefits offered by CRM suites would further drive the customer relationship management market during the forecast period.
Customer Relationship Management Market Segmentations:
| By Solution | By Deployment | By Enterprise Size | By End-use |
|
Customer Service Customer Experience Management CRM Analytics Marketing Automation Salesforce Automation Social Media Monitoring Others |
On-premise Cloud |
Large Enterprises Small & Medium Enterprise |
BFSI Retail Healthcare IT & Telecom Discrete Manufacturing Government & Education Others |
Chapter 1. Introduction
1.1. Research Objective
1.2. Scope of the Study
1.3. Definition
Chapter 2. Research Methodology
2.1. Research Approach
2.2. Data Sources
2.3. Assumptions & Limitations
Chapter 3. Executive Summary
3.1. Market Snapshot
Chapter 4. Market Variables and Scope
4.1. Introduction
4.2. Market Classification and Scope
4.3. Industry Value Chain Analysis
4.3.1. Raw Material Procurement Analysis
4.3.2. Sales and Distribution Channel Analysis
4.3.3. Downstream Buyer Analysis
Chapter 5. COVID 19 Impact on Customer Relationship Management Market
5.1. COVID-19 Landscape: Customer Relationship Management Industry Impact
5.2. COVID 19 - Impact Assessment for the Industry
5.3. COVID 19 Impact: Global Major Government Policy
5.4. Market Trends and Opportunities in the COVID-19 Landscape
Chapter 6. Market Dynamics Analysis and Trends
6.1. Market Dynamics
6.1.1. Market Drivers
6.1.2. Market Restraints
6.1.3. Market Opportunities
6.2. Porter’s Five Forces Analysis
6.2.1. Bargaining power of suppliers
6.2.2. Bargaining power of buyers
6.2.3. Threat of substitute
6.2.4. Threat of new entrants
6.2.5. Degree of competition
Chapter 7. Competitive Landscape
7.1.1. Company Market Share/Positioning Analysis
7.1.2. Key Strategies Adopted by Players
7.1.3. Vendor Landscape
7.1.3.1. List of Suppliers
7.1.3.2. List of Buyers
Chapter 8. Global Customer Relationship Management Market, By Solution
8.1. Customer Relationship Management Market, by Solution, 2023-2032
8.1.1. Customer Service
8.1.1.1. Market Revenue and Forecast (2020-2032)
8.1.2. Customer Experience Management
8.1.2.1. Market Revenue and Forecast (2020-2032)
8.1.3. CRM Analytics
8.1.3.1. Market Revenue and Forecast (2020-2032)
8.1.4. Marketing Automation
8.1.4.1. Market Revenue and Forecast (2020-2032)
8.1.5. Salesforce Automation
8.1.5.1. Market Revenue and Forecast (2020-2032)
8.1.6. Social Media Monitoring
8.1.6.1. Market Revenue and Forecast (2020-2032)
8.1.7. Others
8.1.7.1. Market Revenue and Forecast (2020-2032)
Chapter 9. Global Customer Relationship Management Market, By Deployment
9.1. Customer Relationship Management Market, by Deployment, 2023-2032
9.1.1. On-premise
9.1.1.1. Market Revenue and Forecast (2020-2032)
9.1.2. Cloud
9.1.2.1. Market Revenue and Forecast (2020-2032)
Chapter 10. Global Customer Relationship Management Market, By Enterprise Size
10.1. Customer Relationship Management Market, by Enterprise Size, 2023-2032
10.1.1. Large Enterprises
10.1.1.1. Market Revenue and Forecast (2020-2032)
10.1.2. Small & Medium Enterprise
10.1.2.1. Market Revenue and Forecast (2020-2032)
Chapter 11. Global Customer Relationship Management Market, By End-use
11.1. Customer Relationship Management Market, by End-use, 2023-2032
11.1.1. BFSI
11.1.1.1. Market Revenue and Forecast (2020-2032)
11.1.2. Retail
11.1.2.1. Market Revenue and Forecast (2020-2032)
11.1.3. Healthcare
11.1.3.1. Market Revenue and Forecast (2020-2032)
11.1.4. IT & Telecom
11.1.4.1. Market Revenue and Forecast (2020-2032)
11.1.5. Discrete Manufacturing
11.1.5.1. Market Revenue and Forecast (2020-2032)
11.1.6. Government & Education
11.1.6.1. Market Revenue and Forecast (2020-2032)
11.1.7. Others
11.1.7.1. Market Revenue and Forecast (2020-2032)
Chapter 12. Global Customer Relationship Management Market, Regional Estimates and Trend Forecast
12.1. North America
12.1.1. Market Revenue and Forecast, by Solution (2020-2032)
12.1.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.1.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.1.4. Market Revenue and Forecast, by End-use (2020-2032)
12.1.5. U.S.
12.1.5.1. Market Revenue and Forecast, by Solution (2020-2032)
12.1.5.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.1.5.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.1.5.4. Market Revenue and Forecast, by End-use (2020-2032)
12.1.6. Rest of North America
12.1.6.1. Market Revenue and Forecast, by Solution (2020-2032)
12.1.6.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.1.6.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.1.6.4. Market Revenue and Forecast, by End-use (2020-2032)
12.2. Europe
12.2.1. Market Revenue and Forecast, by Solution (2020-2032)
12.2.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.2.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.2.4. Market Revenue and Forecast, by End-use (2020-2032)
12.2.5. UK
12.2.5.1. Market Revenue and Forecast, by Solution (2020-2032)
12.2.5.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.2.5.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.2.5.4. Market Revenue and Forecast, by End-use (2020-2032)
12.2.6. Germany
12.2.6.1. Market Revenue and Forecast, by Solution (2020-2032)
12.2.6.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.2.6.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.2.6.4. Market Revenue and Forecast, by End-use (2020-2032)
12.2.7. France
12.2.7.1. Market Revenue and Forecast, by Solution (2020-2032)
12.2.7.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.2.7.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.2.7.4. Market Revenue and Forecast, by End-use (2020-2032)
12.2.8. Rest of Europe
12.2.8.1. Market Revenue and Forecast, by Solution (2020-2032)
12.2.8.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.2.8.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.2.8.4. Market Revenue and Forecast, by End-use (2020-2032)
12.3. APAC
12.3.1. Market Revenue and Forecast, by Solution (2020-2032)
12.3.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.3.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.3.4. Market Revenue and Forecast, by End-use (2020-2032)
12.3.5. India
12.3.5.1. Market Revenue and Forecast, by Solution (2020-2032)
12.3.5.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.3.5.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.3.5.4. Market Revenue and Forecast, by End-use (2020-2032)
12.3.6. China
12.3.6.1. Market Revenue and Forecast, by Solution (2020-2032)
12.3.6.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.3.6.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.3.6.4. Market Revenue and Forecast, by End-use (2020-2032)
12.3.7. Japan
12.3.7.1. Market Revenue and Forecast, by Solution (2020-2032)
12.3.7.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.3.7.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.3.7.4. Market Revenue and Forecast, by End-use (2020-2032)
12.3.8. Rest of APAC
12.3.8.1. Market Revenue and Forecast, by Solution (2020-2032)
12.3.8.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.3.8.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.3.8.4. Market Revenue and Forecast, by End-use (2020-2032)
12.4. MEA
12.4.1. Market Revenue and Forecast, by Solution (2020-2032)
12.4.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.4.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.4.4. Market Revenue and Forecast, by End-use (2020-2032)
12.4.5. GCC
12.4.5.1. Market Revenue and Forecast, by Solution (2020-2032)
12.4.5.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.4.5.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.4.5.4. Market Revenue and Forecast, by End-use (2020-2032)
12.4.6. North Africa
12.4.6.1. Market Revenue and Forecast, by Solution (2020-2032)
12.4.6.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.4.6.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.4.6.4. Market Revenue and Forecast, by End-use (2020-2032)
12.4.7. South Africa
12.4.7.1. Market Revenue and Forecast, by Solution (2020-2032)
12.4.7.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.4.7.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.4.7.4. Market Revenue and Forecast, by End-use (2020-2032)
12.4.8. Rest of MEA
12.4.8.1. Market Revenue and Forecast, by Solution (2020-2032)
12.4.8.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.4.8.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.4.8.4. Market Revenue and Forecast, by End-use (2020-2032)
12.5. Latin America
12.5.1. Market Revenue and Forecast, by Solution (2020-2032)
12.5.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.5.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.5.4. Market Revenue and Forecast, by End-use (2020-2032)
12.5.5. Brazil
12.5.5.1. Market Revenue and Forecast, by Solution (2020-2032)
12.5.5.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.5.5.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.5.5.4. Market Revenue and Forecast, by End-use (2020-2032)
12.5.6. Rest of LATAM
12.5.6.1. Market Revenue and Forecast, by Solution (2020-2032)
12.5.6.2. Market Revenue and Forecast, by Deployment (2020-2032)
12.5.6.3. Market Revenue and Forecast, by Enterprise Size (2020-2032)
12.5.6.4. Market Revenue and Forecast, by End-use (2020-2032)
Chapter 13. Company Profiles
13.1. Salesforce.com, Inc.
13.1.1. Company Overview
13.1.2. Product Offerings
13.1.3. Financial Performance
13.1.4. Recent Initiatives
13.2. Microsoft Corporation
13.2.1. Company Overview
13.2.2. Product Offerings
13.2.3. Financial Performance
13.2.4. Recent Initiatives
13.3. SAP SE
13.3.1. Company Overview
13.3.2. Product Offerings
13.3.3. Financial Performance
13.3.4. Recent Initiatives
13.4. Oracle Corporation
13.4.1. Company Overview
13.4.2. Product Offerings
13.4.3. Financial Performance
13.4.4. Recent Initiatives
13.5. ADOBE INC.
13.5.1. Company Overview
13.5.2. Product Offerings
13.5.3. Financial Performance
13.5.4. Recent Initiatives
13.6. SugarCRM Inc.
13.6.1. Company Overview
13.6.2. Product Offerings
13.6.3. Financial Performance
13.6.4. Recent Initiatives
13.7. Zoho Corporation Pvt. Ltd
13.7.1. Company Overview
13.7.2. Product Offerings
13.7.3. Financial Performance
13.7.4. Recent Initiatives
13.8. Copper CRM, Inc.
13.8.1. Company Overview
13.8.2. Product Offerings
13.8.3. Financial Performance
13.8.4. Recent Initiatives
13.9. Insightly, Inc
13.9.1. Company Overview
13.9.2. Product Offerings
13.9.3. Financial Performance
13.9.4. Recent Initiatives
13.10. Creatio
13.10.1. Company Overview
13.10.2. Product Offerings
13.10.3. Financial Performance
13.10.4. Recent Initiatives
Chapter 14. Research Methodology
14.1. Primary Research
14.2. Secondary Research
14.3. Assumptions
Chapter 15. Appendix
15.1. About Us
15.2. Glossary of Terms
Cross-segment Market Size and Analysis for
Mentioned Segments
Additional Company Profiles (Upto 5 With No Cost)
Additional Countries (Apart From Mentioned Countries)
Country/Region-specific Report
Go To Market Strategy
Region Specific Market DynamicsRegion Level Market Share Import Export AnalysisProduction AnalysisOthers