Customer Relationship Management (CRM) Market Size, Share, Growth and Global Industry Analysis By Type & Application, Regional Insights and Forecast to 2024-2032
Growth Factors of Customer Relationship Management Market
The Customer Relationship Management market size was valued at 91.43 billion in 2023, and the market is now projected to grow from 101.41 billion in 2024 to USD 262.74 billion by 2032, exhibiting a CAGR of 12.6% during the forecast period of 2023-2030.
During the COVID-19 pandemic, businesses confronted demanding situations, inclusive of reduced consumer spending, moving market dynamics, and converting client choices. As a result, there was a heightened consciousness on client retention and loyalty, riding elevated demand for purchaser courting control software to assist organizations hold and toughen relationships with present clients. Industries, inclusive of retail and consumer goods, BFSI, and healthcare, made widespread use of those technologies.
The increasing utilization of cellular devices and smartphones led to a surge in call for for cellular-friendly customer courting control (CRM) answers. Many CRM providers offer devoted cellular packages for iOS and Android gadgets, imparting customers with local mobile studies and optimized overall performance and value. Mobile apps allow sales, marketing, and carrier groups to access CRM information, update facts, and carry out key duties at the same time as on the pass, even in offline mode. This results in Customer Relationship Management marketplace boom. This results in Customer Relationship Management market growth.
The integration of artificial intelligence (AI) and system studying (ML) technology into purchaser dating control structures is accelerating automation throughout various processes, which include customer service, sales, and advertising. AI-driven chatbots, predictive analytics, and personalized recommendations are becoming preferred functions, permitting agencies to streamline operations and beautify client reviews.
Comprehensive Analysis of Customer Relationship Management Market
The Customer Relationship Management market is rising at an exponential charge due to its marketplace segmentation. Based on component, the market is classified into services and software. Based on deployment, the market is bifurcated into on-premises and cloud. Based on enterprise size, the market is divided into large enterprises and SMEs. Based on application, the market is categorized intocustomer relationship management analytics, marketing and customer management, lead generation & customer retention, sales automation, customer support and contact center,and social media management. Based on vertical, the market is categorized into, Financial Services and Insurance (BFSI), manufacturing, IT and telecommunications, retail & consumer goods, government, healthcare, Banking, transportation and logistics, and others.
North America has the largest Customer Relationship Management market share. North America held the most important revenue proportion in 2023, as companies in North America prioritize customer revel in and pleasure as key differentiators in today’s competitive market. CRM software allows groups control customer relationships, personalize interactions, and deliver superior customer service, using consumer loyalty and retention. In addition, the U.S. Is projected to account for the larger proportion of the marketplace inside the region inside the coming years, as a result of the presence of key market players.
The top players in the market play a crucial role in the Customer Relationship Management industry assuring industrial prospectus growth and setting market standards. These players include, HubSpot, Inc. (U.S.), Infusion Software, Inc. (Keap) (U.S.), IBM Corporation (U.S.), Microsoft Corporation (U.S.), Oracle Corporation (U.S.), Salesforce, Inc. (U.S.), SAP SE (Germany), Adobe Systems, Inc. (U.S.), Infor, Inc. (U.S.), and Zendesk, Inc. (U.S.).
In September 2023, Salesforce, Inc. Released the next era of Einstein Copilot. It is a conversational assistant powered through AI era. It might be used in every CRM utility of Salesforce to enhance productivity and create personalized experiences.
Segmentation Table
ATTRIBUTE DETAILS
Study Period 2019-2032
Base Year 2023
Estimated Year 2024
Forecast Period 2024-2032
Historical Period 2019-2022
Growth Rate CAGR of 12.6% from 2024 to 2032
Unit Value (USD Billion)
Segmentation By Component
Software
Services
By Deployment
On-Premises
Cloud
By Enterprise Size
Large Enterprises
SMEs
By Application
Marketing and Sales Automation
Customer Management
Lead Generation & Customer Retention
Customer Support and Contact Center
CRM Analytics
Social Media Management
By Vertical
Banking, Financial Services and Insurance (BFSI)
Manufacturing
IT and Telecommunications
Retail and Consumer Goods
Healthcare
Government
Transportation and Logistics
Others (Media, Entertainment, Education, and Others)
By Region
North America (By Component, Deployment, Enterprise Size, Application, Vertical, and Country)
- U.S. (Application)
- Canada (Application)
- Mexico (Application)
South America (By Component, Deployment, Enterprise Size, Application, Vertical, and Country)
- Brazil (Application)
- Argentina (Application)
- Rest of South America
Europe (By Component, Deployment, Enterprise Size, Application, Vertical, and Country)
- U.K. (Application)
- Germany (Application)
- France (Application)
- Russia (Application)
- Benelux (Application)
- Nordics (Application)
- Rest of Europe
Middle East & Africa (By Component, Deployment, Enterprise Size, Application, Vertical, and Country)
- GCC (Application)
- South Africa (Application)
- Rest of the Middle East & Africa
Asia Pacific (By Component, Deployment, Enterprise Size, Application, Vertical, and Country)
- China (Application)
- Japan (Application)
- India (Application)
- Australia (Application)
- Southeast Asia (Application)
- Rest of Asia Pacific
Please Note: It will take 5-6 business days to complete the report upon order confirmation.
- 1. Introduction
- 1.1. Definition, By Segment
- 1.2. Research Methodology/Approach
- 1.3. Data Sources
- 2. Executive Summary
- 3. Market Dynamics
- 3.1. Macro and Micro Economic Indicators
- 3.2. Drivers, Restraints, Opportunities and Trends
- 3.3. Impact of Generative AI
- 4. Competition Landscape
- 4.1. Business Strategies Adopted by Key Players
- 4.2. Consolidated SWOT Analysis of Key Players
- 4.3. Global Customer Relationship Management Key Players Market Share/Ranking, 2023
- 5. Global Customer Relationship Management Market Size Estimates and Forecasts, By Segments, 2019-2032
- 5.1. Key Findings
- 5.2. By Component (USD)
- 5.2.1. Software
- 5.2.2. Services
- 5.3. By Deployment (USD)
- 5.3.1. On-premises
- 5.3.2. Cloud
- 5.4. By Enterprise Type (USD)
- 5.4.1. Large Enterprises
- 5.4.2. SMEs
- 5.5. By Application (USD)
- 5.5.1. Marketing and Sales Automation
- 5.5.2. Customer Management
- 5.5.3. Lead Generation and Customer Retention
- 5.5.4. Customer Support and Contact Centre
- 5.5.5. CRM Analytics
- 5.5.6. Social Media Management
- 5.6. By Vertical (USD)
- 5.6.1. Banking, Financial Services and Insurance (BFSI)
- 5.6.2. Manufacturing
- 5.6.3. IT and Telecommunications
- 5.6.4. Retail and Consumer Goods
- 5.6.5. Healthcare
- 5.6.6. Government
- 5.6.7. Transportation and Logistics
- 5.6.8. Others (Media and Entertainment, Education, etc.)
- 5.7. By Region (USD)
- 5.7.1. North America
- 5.7.2. South America
- 5.7.3. Europe
- 5.7.4. Middle East & Africa
- 5.7.5. Asia Pacific
- 6. North America Customer Relationship Management Market Size Estimates and Forecasts, By Segments, 2019-2032
- 6.1. Key Findings
- 6.2. By Component (USD)
- 6.2.1. Software
- 6.2.2. Services
- 6.3. By Deployment (USD)
- 6.3.1. On-premises
- 6.3.2. Cloud
- 6.4. By Enterprise Type (USD)
- 6.4.1. Large Enterprises
- 6.4.2. SMEs
- 6.5. By Application (USD)
- 6.5.1. Marketing and Sales Automation
- 6.5.2. Customer Management
- 6.5.3. Lead Generation and Customer Retention
- 6.5.4. Customer Support and Contact Centre
- 6.5.5. CRM Analytics
- 6.5.6. Social Media Management
- 6.6. By Vertical (USD)
- 6.6.1. Banking, Financial Services and Insurance (BFSI)
- 6.6.2. Manufacturing
- 6.6.3. IT and Telecommunications
- 6.6.4. Retail and Consumer Goods
- 6.6.5. Healthcare
- 6.6.6. Government
- 6.6.7. Transportation and Logistics
- 6.6.8. Others (Media and Entertainment, Education, etc.)
- 6.7. By Country (USD)
- 6.7.1. United States
- 6.7.1.1. By Application
- 6.7.2. Canada
- 6.7.2.1. By Application
- 6.7.3. Mexico
- 6.7.3.1. By Application
- 7. South America Customer Relationship Management Market Size Estimates and Forecasts, By Segments, 2019-2032
- 7.1. Key Findings
- 7.2. By Component (USD)
- 7.2.1. Software
- 7.2.2. Services
- 7.3. By Deployment (USD)
- 7.3.1. On-premises
- 7.3.2. Cloud
- 7.4. By Enterprise Type (USD)
- 7.4.1. Large Enterprises
- 7.4.2. SMEs
- 7.5. By Application (USD)
- 7.5.1. Marketing and Sales Automation
- 7.5.2. Customer Management
- 7.5.3. Lead Generation and Customer Retention
- 7.5.4. Customer Support and Contact Centre
- 7.5.5. CRM Analytics
- 7.5.6. Social Media Management
- 7.6. By Vertical (USD)
- 7.6.1. Banking, Financial Services and Insurance (BFSI)
- 7.6.2. Manufacturing
- 7.6.3. IT and Telecommunications
- 7.6.4. Retail and Consumer Goods
- 7.6.5. Healthcare
- 7.6.6. Government
- 7.6.7. Transportation and Logistics
- 7.6.8. Others (Media and Entertainment, Education, etc.)
- 7.7. By Country (USD)
- 7.7.1. Brazil
- 7.7.1.1. By Application
- 7.7.2. Argentina
- 7.7.2.1. By Application
- 7.7.3. Rest of South America
- 8. Europe Customer Relationship Management Market Size Estimates and Forecasts, By Segments, 2019-2032
- 8.1. Key Findings
- 8.2. By Component (USD)
- 8.2.1. Software
- 8.2.2. Services
- 8.3. By Deployment (USD)
- 8.3.1. On-premises
- 8.3.2. Cloud
- 8.4. By Enterprise Type (USD)
- 8.4.1. Large Enterprises
- 8.4.2. SMEs
- 8.5. By Application (USD)
- 8.5.1. Marketing and Sales Automation
- 8.5.2. Customer Management
- 8.5.3. Lead Generation and Customer Retention
- 8.5.4. Customer Support and Contact Centre
- 8.5.5. CRM Analytics
- 8.5.6. Social Media Management
- 8.6. By Vertical (USD)
- 8.6.1. Banking, Financial Services and Insurance (BFSI)
- 8.6.2. Manufacturing
- 8.6.3. IT and Telecommunications
- 8.6.4. Retail and Consumer Goods
- 8.6.5. Healthcare
- 8.6.6. Government
- 8.6.7. Transportation and Logistics
- 8.6.8. Others (Media and Entertainment, Education, etc.)
- 8.7. By Country (USD)
- 8.7.1. United Kingdom
- 8.7.1.1. By Application
- 8.7.2. Germany
- 8.7.2.1. By Application
- 8.7.3. France
- 8.7.3.1. By Application
- 8.7.4. Russia
- 8.7.4.1. By Application
- 8.7.5. Benelux
- 8.7.5.1. By Application
- 8.7.6. Nordics
- 8.7.6.1. By Application
- 8.7.7. Rest of Europe
- 9. Middle East & Africa Customer Relationship Management Market Size Estimates and Forecasts, By Segments, 2019-2032
- 9.1. Key Findings
- 9.2. By Component (USD)
- 9.2.1. Software
- 9.2.2. Services
- 9.3. By Deployment (USD)
- 9.3.1. On-premises
- 9.3.2. Cloud
- 9.4. By Enterprise Type (USD)
- 9.4.1. Large Enterprises
- 9.4.2. SMEs
- 9.5. By Application (USD)
- 9.5.1. Marketing and Sales Automation
- 9.5.2. Customer Management
- 9.5.3. Lead Generation and Customer Retention
- 9.5.4. Customer Support and Contact Centre
- 9.5.5. CRM Analytics
- 9.5.6. Social Media Management
- 9.6. By Vertical (USD)
- 9.6.1. Banking, Financial Services and Insurance (BFSI)
- 9.6.2. Manufacturing
- 9.6.3. IT and Telecommunications
- 9.6.4. Retail and Consumer Goods
- 9.6.5. Healthcare
- 9.6.6. Government
- 9.6.7. Transportation and Logistics
- 9.6.8. Others (Media and Entertainment, Education, etc.)
- 9.7. By Country (USD)
- 9.7.1. GCC
- 9.7.1.1. By Application
- 9.7.2. South Africa
- 9.7.2.1. By Application
- 9.7.3. Rest of MEA
- 10. Asia Pacific Customer Relationship Management Market Size Estimates and Forecasts, By Segments, 2019-2032
- 10.1. Key Findings
- 10.2. By Component (USD)
- 10.2.1. Software
- 10.2.2. Services
- 10.3. By Deployment (USD)
- 10.3.1. On-premises
- 10.3.2. Cloud
- 10.4. By Enterprise Type (USD)
- 10.4.1. Large Enterprises
- 10.4.2. SMEs
- 10.5. By Application (USD)
- 10.5.1. Marketing and Sales Automation
- 10.5.2. Customer Management
- 10.5.3. Lead Generation and Customer Retention
- 10.5.4. Customer Support and Contact Centre
- 10.5.5. CRM Analytics
- 10.5.6. Social Media Management
- 10.6. By Vertical (USD)
- 10.6.1. Banking, Financial Services and Insurance (BFSI)
- 10.6.2. Manufacturing
- 10.6.3. IT and Telecommunications
- 10.6.4. Retail and Consumer Goods
- 10.6.5. Healthcare
- 10.6.6. Government
- 10.6.7. Transportation and Logistics
- 10.6.8. Others (Media and Entertainment, Education, etc.)
- 10.7. By Country (USD)
- 10.7.1. China
- 10.7.1.1. By Application
- 10.7.2. Japan
- 10.7.2.1. By Application
- 10.7.3. India
- 10.7.3.1. By Application
- 10.7.4. Australia
- 10.7.4.1. By Application
- 10.7.5. Southeast Asia
- 10.7.5.1. By Application
- 10.7.6. Rest of Asia Pacific
- 11. Company Profiles for Top 10 Players (Based on data availability in public domain and/or on paid databases)
- 11.1. Infor, Inc.
- 11.1.1. Overview
- 11.1.1.1. Key Management
- 11.1.1.2. Headquarters
- 11.1.1.3. Offerings/Business Segments
- 11.1.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.1.2.1. Employee Size
- 11.1.2.2. Past and Current Revenue
- 11.1.2.3. Geographical Share
- 11.1.2.4. Business Segment Share
- 11.1.2.5. Recent Developments
- 11.2. Infusion Software, Inc. (Keap)
- 11.2.1. Overview
- 11.2.1.1. Key Management
- 11.2.1.2. Headquarters
- 11.2.1.3. Offerings/Business Segments
- 11.2.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.2.2.1. Employee Size
- 11.2.2.2. Past and Current Revenue
- 11.2.2.3. Geographical Share
- 11.2.2.4. Business Segment Share
- 11.2.2.5. Recent Developments
- 11.3. IBM Corporation
- 11.3.1. Overview
- 11.3.1.1. Key Management
- 11.3.1.2. Headquarters
- 11.3.1.3. Offerings/Business Segments
- 11.3.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.3.2.1. Employee Size
- 11.3.2.2. Past and Current Revenue
- 11.3.2.3. Geographical Share
- 11.3.2.4. Business Segment Share
- 11.3.2.5. Recent Developments
- 11.4. Microsoft Corporation
- 11.4.1. Overview
- 11.4.1.1. Key Management
- 11.4.1.2. Headquarters
- 11.4.1.3. Offerings/Business Segments
- 11.4.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.4.2.1. Employee Size
- 11.4.2.2. Past and Current Revenue
- 11.4.2.3. Geographical Share
- 11.4.2.4. Business Segment Share
- 11.4.2.5. Recent Developments
- 11.5. Oracle Corporation
- 11.5.1. Overview
- 11.5.1.1. Key Management
- 11.5.1.2. Headquarters
- 11.5.1.3. Offerings/Business Segments
- 11.5.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.5.2.1. Employee Size
- 11.5.2.2. Past and Current Revenue
- 11.5.2.3. Geographical Share
- 11.5.2.4. Business Segment Share
- 11.5.2.5. Recent Developments
- 11.6. Salesforce, Inc.
- 11.6.1. Overview
- 11.6.1.1. Key Management
- 11.6.1.2. Headquarters
- 11.6.1.3. Offerings/Business Segments
- 11.6.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.6.2.1. Employee Size
- 11.6.2.2. Past and Current Revenue
- 11.6.2.3. Geographical Share
- 11.6.2.4. Business Segment Share
- 11.6.2.5. Recent Developments
- 11.7. SAP SE
- 11.7.1. Overview
- 11.7.1.1. Key Management
- 11.7.1.2. Headquarters
- 11.7.1.3. Offerings/Business Segments
- 11.7.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.7.2.1. Employee Size
- 11.7.2.2. Past and Current Revenue
- 11.7.2.3. Geographical Share
- 11.7.2.4. Business Segment Share
- 11.7.2.5. Recent Developments
- 11.8. Adobe Systems, Inc.
- 11.8.1. Overview
- 11.8.1.1. Key Management
- 11.8.1.2. Headquarters
- 11.8.1.3. Offerings/Business Segments
- 11.8.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.8.2.1. Employee Size
- 11.8.2.2. Past and Current Revenue
- 11.8.2.3. Geographical Share
- 11.8.2.4. Business Segment Share
- 11.8.2.5. Recent Developments
- 11.9. Zendesk, Inc.
- 11.9.1. Overview
- 11.9.1.1. Key Management
- 11.9.1.2. Headquarters
- 11.9.1.3. Offerings/Business Segments
- 11.9.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.9.2.1. Employee Size
- 11.9.2.2. Past and Current Revenue
- 11.9.2.3. Geographical Share
- 11.9.2.4. Business Segment Share
- 11.9.2.5. Recent Developments
- 11.10. HubSpot, Inc.
- 11.10.1. Overview
- 11.10.1.1. Key Management
- 11.10.1.2. Headquarters
- 11.10.1.3. Offerings/Business Segments
- 11.10.2. Key Details (Key details are consolidated data and not product/service specific)
- 11.10.2.1. Employee Size
- 11.10.2.2. Past and Current Revenue
- 11.10.2.3. Geographical Share
- 11.10.2.4. Business Segment Share
- 11.10.2.5. Recent Developments
- 12. Key Takeaways
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