The Report Covers Global Customer Relationship Management Market Analysis and 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 Market Size and Forecasts are Provided in Terms of Value (USD Billion) for all the Above Segments.

The global customer relationship management (CRM) software market is forecast to grow to 57 billion U.S. dollars in size in 2025. This is a projected increase of almost four billion U.S. dollars from 2021, at a compound annual growth rate (CAGR) of 2.1 percent.

Customer relationship management

Customer relationship management, or CRM, is the technology used to analyze and manage a company’s interaction with customers or potential customers. The goal of CRM is to improve companies’ relationships with customers, therefore increasing customer retention rates and ultimately driving sales growth. According to a 2018 survey, only 16 percent of U.S. organizations considered their company’s delivery of real-time customer interactions across touch points and devices as effective, showing that it is important for organizations to make use of the CRM technology. Scaling customer-centered decisions and actions across function in the business is the main driver behind organizations’ increased investment in real-time customer analytics in the United States.

CRM vendors

Salesforce is the leader in the CRM applications market, with a share of 16.8 percent in 2018. Other contenders in the market include Oracle and SAP, with 5.7 and 5.6 percent market shares respectively in 2018.

Customer Relationship Management Services Market size is set to expand $64.86 Billion in 2023 to $122.8 Billion by 2032, a CAGR of 7.35% from 2024 to 2032.

The Report Covers Global Customer Relationship Management Analytics Market Share and Size. The Market is Segmented by Type (Sales and Marketing Analytics, Contact Center Analytics, Customer Analytics), Deployment (On-premise, Cloud), End-user Industry (BFSI, Healthcare, Retail, Telecom and IT, Transportation and Logistics, Media and Entertainment), and Geography (North America (United States, Canada), Europe (Germany, UK, France, Spain, and Rest of Europe), Asia Pacific (China, Japan, India, Australia, and Rest of Asia-Pacific), and Latin America (Brazil, Mexico, Argentina, and Rest of Latin America), and Middle East & Africa (UAE, Saudi Arabia, South Africa, and Rest of MEA). The market size and forecasts are provided in terms of value (USD million) for all the above segments.

CRM Analytics Market size was valued at USD 8.94 Billion in 2024 and is projected to reach USD 20.95 Billion by 2031, growing at a CAGR of 11.23 % during the forecast period 2024-2031.

Global CRM Analytics Market Drivers

1. Decision Making Based on Data
Data is becoming a more important factor for businesses to consider when making strategic decisions. Organisations can use CRM analytics to examine enormous volumes of customer data and find trends, patterns, and insights that can guide corporate strategy. Businesses can improve business outcomes by using this data-driven strategy to help them make well-informed decisions regarding customer service, sales, and marketing. The market for CRM analytics is mostly driven by companies’ transition to a data-centric culture.

2. Machine learning and AI advancements
The way companies handle customer connections is being completely transformed by the incorporation of AI and ML technology into CRM systems. Deeper insights into consumer behaviour and preferences can be obtained by using AI and ML algorithms to process massive datasets more correctly and effectively than with conventional techniques. Predictive analytics, which helps companies foresee customer demands and trends, is made possible by these technologies. This enables proactive rather than reactive customer relationship management. Thus, the market for CRM analytics is being driven ahead by the ongoing developments in AI and ML.

3. Spread of Personal Information
An abundance of consumer data produced by social media, internet, mobile apps, and Internet of Things devices has resulted from the digital transformation of many businesses. Businesses face both opportunities and challenges as a result of this massive amount of data. In order to compile and analyse this data and derive actionable insights, CRM analytics tools are crucial. The need for advanced CRM analytics systems that can manage large, complex data sets and deliver useful insights is being driven by the growth in both the volume and variety of customer data.

4. Demanding Tailored Customer Experiences
Contemporary customers demand individualised services that are catered to their own tastes and habits. Businesses can segment their customer base and comprehend the particular requirements of various customer groups with the help of CRM analytics. Businesses can use these insights to provide individualised product recommendations, focused marketing efforts, and unique customer support encounters. As companies work to increase customer pleasure and loyalty, the increased expectation for personalisation is a major factor driving the adoption of CRM analytics.

5. Pay attention to client retention and loyalty
Getting new clients is frequently more expensive than keeping the ones you already have. Consequently, enterprises are directing their attention towards enhancing customer retention and cultivating enduring loyalty. CRM analytics offers insightful information about potential churn risks, customer engagement, and satisfaction. Businesses can lower customer churn and maintain customer engagement by implementing successful retention measures, such loyalty programmes and personalised messaging, by recognising these aspects. CRM analytics solutions are in high demand because of the emphasis placed on customer loyalty and retention.

The global customer relationship management (CRM) market size reached USD 70.3 Billion in 2024. Looking forward, IMARC Group expects the market to reach USD 158.6 Billion by 2033, exhibiting a growth rate (CAGR) of 9.38% during 2025-2033. The growing demand for enhanced user experience, a shift towards cloud-based solutions, and the integration of advanced technologies, like artificial intelligence (AI), machine learning (ML), and big data analytics, to provide personalized, efficient, and scalable customer interactions are impelling the market growth.

Customer Relationship Management (CRM) Software Market is projected to grow at a CAGR of around 14.8% forecast 2027 says MarkNtel Advisors.

Salesforce is the leading vendor in the customer relationship management (CRM) applications market worldwide, with a market share of 22 percent in 2023. The company leads the market with a big margin: next in line to Salesforce are Microsoft, SAP, and Oracle with around five to three percent shares of the market. CRM global revenues on the rise Worldwide revenues from the customer relationship management (CRM) software market is expected to grow consistently over the following years and reach over 40 billion U.S. dollars by 2023. CRM is the technology used to manage a company’s interaction with current and potential customers. Companies use CRM to strengthen their relationships with customers, to increase their customer retention rates and ultimately drive sales growth. Ensuring good customer experience is essential to companies, now more than ever, as it is cited by most global organizations as the key driver behind their adoption of digital transformation technologies such as CRM. Enterprise software Enterprise software refers to the software primarily used to satisfy various business needs. It helps companies meet their goals by, for example, helping them to track and improve supply chains, interact with customers, or manage resources. A wide range of applications exist under the term “enterprise software” with office suites, customer relationship management (CRM) and business intelligence (BI) being a few of them.

Snapshot img

CRM Market Size 2024-2028

The CRM market size is forecast to increase by USD 60 billion at a CAGR of 10.23% between 2023 and 2028.

The market is witnessing significant growth due to the increasing adoption of CRM solutions by Small and Medium-sized Enterprises (SMEs) to manage customer interactions more efficiently. Another trend driving the market is the integration of Artificial Intelligence (AI) into CRM systems, enabling businesses to gain valuable insights from customer data and improve customer engagement.
However, data security concerns remain a challenge for CRM companies, as businesses prioritize safeguarding their customer information. These factors, among others, are shaping the growth trajectory of the market.

What will be the Size of the CRM Market During the Forecast Period?

Request Free Sample

The market is experiencing significant growth as businesses prioritize digital technology to enhance customer satisfaction and streamline sales and customer service processes. CRM platforms are increasingly integrating artificial intelligence (AI) and automation to provide hyper-personalized experiences for customers across digital channels. Cloud technology enables easy access to CRM tools from anywhere, making them essential for e-commerce sales and omnichannel marketing strategies. The market is segmented into sales, customer service, and business intelligence, with the analytics segment experiencing notable growth due to the increasing importance of big data analytics in driving business decisions. AI integration and embedded analytics are key trends, enabling real-time insights and predictions to optimize CRM strategies.
IT infrastructure investments in CRM tools support digital transformation, with an emphasis on improving customer experiences and driving revenue growth.
The CRM market is rapidly evolving with the rise of AI-powered CRM and cloud-based CRM solutions, enabling businesses to leverage CRM automation tools for streamlined operations. Customer data analytics plays a crucial role in providing personalized customer engagement, while omnichannel CRM and mobile CRM apps ensure seamless communication across various platforms. CRM for small businesses is becoming increasingly accessible, offering cost-effective solutions like salesforce automation and self-service CRM platforms. AI chatbots in CRM are enhancing customer interactions, and CRM integration with ERP systems ensures smooth data flow across departments. With the adoption of predictive analytics in CRM and voice-enabled CRM solutions, businesses can improve decision-making, while CRM cybersecurity measures protect sensitive customer information.

How is this CRM Industry segmented and which is the largest segment?

The CRM industry research report provides comprehensive data (region-wise segment analysis), with forecasts and estimates in 'USD billion' for the period 2024-2028, as well as historical data from 2018-2022 for the following segments.

Application

  Service and support CRM
  Sales CRM
  Marketing CRM software
  E-Commerce software CRM


Deployment

  SaaS
  On-premise


Geography

  North America

    Canada
    US


  Europe

    Germany
    UK


  APAC

    Japan


  South America



  Middle East and Africa

By Application Insights

The service and support CRM segment is estimated to witness significant growth during the forecast period.

CRM platforms play a pivotal role in enhancing customer satisfaction by facilitating efficient service and support. These systems collect and analyze customer data to address issues effectively and improve overall service standards. Hyper-personalization through AI and automation is a key feature, enabling tailored solutions and quick resolution. Cloud technology and digital channels enable real-time collaboration among organizational departments, resulting in seamless workflows. CRM analytics provide valuable insights into customer behavior and preferences, informing CRM strategies and business intelligence. IT & telecom companies and large corporations have embraced CRM tools to streamline customer service segments, integrating AI-driven customer experiences, bot development, and messaging APIs.

E-commerce sales and omnichannel marketing benefit from these solutions, ensuring consistent brand image and effective follow-up. CRM systems enable call center technology and facilitate big data analytics, driving continuous improvement and growth.

Get a glance at the Crm Industry report of share of various segments Request Free Sample

The Service and support CRM segment was valued at USD 18.30 billion in 2018 and showed a gradual increase during the forecast period.

Regional Analysis

North America is estimated to contribute 53% to the growth of the global market during the forecast period.

Technavio's analysts have elaborately explained the regional trends an

The Report Covers Global Healthcare CRM Software & Companies and the Market is Segmented by Component (Software, Services), Deployment Model (On-Premise Model, and Web/Cloud-Based Model), Application (Customer Service and Support, Sales and Marketing, Community Outreach, Patient Information Management, and Others), End User (Hospitals, Ambulatory Surgery Centers (ASCS) and Clinics, Diagnostic Centers, and Others), and Geography (North America, Europe, Asia-Pacific, Middle East and Africa, and South America). The market provides the value (in USD million) for the above segments.

According to the Cognitive Market Research Report, the Customer Relationship Management Market size in 2023 was XX Million and is projected to have a compounded annual growth rate of XX% from 2024 to 2031. The rapidly growing popularity of customer relation management and the user-friendly and multi-channel capabilities are driving the market of customer relation management. Furthermore, the CRM market is segmented by component under which the software segment is dominant, the cloud segment is dominant by deployment type and the large enterprises dominate the organization size under the Customer Relation Management Market. Customers can choose from a variety of Customer Relationship Management software and services. CRM software provided the most revenue in 2023. This software streamlines client data management and automates sales and marketing processes. North America led the market in 2023, accounting for XX% of the total. The primary driving factors are the rising use of customer relationship management solutions by various organizations in the area that rely on modern technologies and are projected to dominate the market throughout the forecast period. The customer relationship management market is extremely fragmented since it includes both global firms and small and medium-sized businesses. Companies have made investments to include AI into CRM software. Rapid digitization creates chances for suppliers to develop. Market players are using methods including alliances, innovation, growth, and acquisitions to improve their services and create a lasting competitive edge.

Market Dynamics of Customer Relationship Management

Key Drivers

The rapidly growing popularity of Customer relation management among organizations.

As consumer dynamics change, social CRM is expected to rise to become the market's next most popular feature. Organizations of all sizes must understand consumer behaviour by considering how much time people spend on social networking sites such as Twitter, Facebook, Pinterest, LinkedIn, and Snapchat, among others. Hence, businesses have realized that these sites can be a great way to track how customers' behaviour changes and how they interpret information about goods and services. Businesses may track and analyze their market reputation by using various keywords, such as brand name and company name. Various CRM firms are increasing their global footprint through business strategies and industry trends. Many businesses say that the digital transformation has helped them improve their client experience. To deliver customer-centric services, numerous organizations are installing a CRM system that is integrated throughout the organization. CRM and other integrated technologies contribute to increased customer satisfaction, which is dependent on the fast digital transformation occurring around the world. By offering excellent consumer experiences across all communication touchpoints, customer relationship management software may give a smooth experience. CRM facilitates digitization and is projected to contribute to market growth throughout the forecast period. Moreover, customer relationship management simplifies the process of connecting with customers and offers satisfying services to them. It aids in the organization and tracking of all pertinent information concerning the principles for interacting with clients. For instance, sales managers utilize customer relationship management software to track their team's performance and automate sales tasks. Furthermore, firms pay close attention to their clients. Hence, customer involvement is becoming an increasingly important part of CRM activity. Vendors promote the availability of specialized solutions for social listening, social management, social measuring, and social monitoring, among other things. For instance, Zendesk, announced a collaboration with WhatsApp in November 2020 to allow businesses to communicate with clients in real-time, share information, and respond to messaging-related queries.

Implementing mobile-friendly and multichannel capabilities into CRM solutions to propel the market.

The growing popularity of mobile devices and smartphones has resulted in a spike in demand for mobile-friendly Customer Relationship Management modules. Clients want solutions that can be accessed and utilized on a variety of mobile devices, including smartphones ...

Customer Relationship Management Market was valued at USD 73.74 Billion in 2023 and is projected to reach USD 185.21 Billion by 2031, growing at a CAGR of 12.20% from 2024 to 2031.

Customer Relationship Management Software Market: Definition/ Overview

Customer Relationship Management Software (CRM) is a strategy and technology that manages a company’s connections with present and potential customers by analyzing data to strengthen business relationships and increase customer satisfaction. CRM systems are used in a variety of industries to expedite sales processes, improve customer service, and manage marketing campaigns, allowing businesses to track client interactions and analyze data to make better decisions. CRM is likely to focus on expanded automation, AI integration for predictive analytics, and improved personalization, allowing organizations to better anticipate customer needs and deliver bespoke experiences.

The Thailand CRM Market Report is Segmented by Organization Size (Small and Medium​, Large Scale), Deployment Mode (Cloud, On-Premise, Hybrid), and End-User Vertical (Services​, Manufacturing​, BFSI​, Retail and Logistics​, Government​, and Other End-User Verticals). The Market Size and Forecasts are Provided in Terms of Value (USD) for all the Above Segments.

The market size of the Saas Customer Relationship Management Crm Market is categorized based on Application (Retail, BFSI - Banking, financial services, and insurance, Manufacturing, Telecom and IT, Healthcare, Other) and Product (Operational CRM system, Analytical CRM systems, Collaborative CRM systems, Market) and geographical regions (North America, Europe, Asia-Pacific, South America, and Middle-East and Africa).

This report provides insights into the market size and forecasts the value of the market, expressed in USD million, across these defined segments.

The size and share of the market is categorized based on Type (Cloud-based, On-premises) and Application (SMEs, Large Enterprises) and geographical regions (North America, Europe, Asia-Pacific, South America, and Middle-East and Africa).

The mobile CRM market is anticipated to reach US$ 18,866.34 million by the end of 2024 and scroll its way to US$ 58,074.91 million, registering a CAGR of 11.90% throughout the forecast period.

Growth Scenario of the Mobile CRM Industry from 2019 to 2023 and Road to Progress from 2024 to 2034

Country-wise Insights

Category-wise Insights

The Social Customer Relationship Management Market is projected to grow at 53.5% CAGR, reaching $1284 Billion by 2029. Where is the industry heading next? Get the sample report now!

The global customer relationship management market was valued at USD 62.37 billion in 2023 and is expected to grow at a CAGR of 14.1% during the forecast period.

The Southeast Asian CRM Market is Segmented by Organization Size (Small and Medium and Large Scale ), Deployment Size (Cloud, On-Premise, and Hybrid), End-User Vertical (Services, Manufacturing, BFSI, Retail and Logistics, Government), and Country (Indonesia, Singapore, Philippines, Thailand, Malaysia, Rest of South East Asia). The Market Sizes and Forecasts are Provided in Terms of Value (in USD ) for all the Above Segments.

Nonprofit CRM Market size was valued at USD 4.25 Billion in 2024 and is projected to reach USD 7.35 Billion by 2031, growing at a CAGR of 7.98% from 2024 to 2031.

Nonprofit organizations need to work with lots of data of various people associated with the organization such as donors, volunteers, and members. To manage the data and to stay updated and keep track of new data, Nonprofit CRMs are used as they are automated and will be less hectic to work with them. The increase in demand for systems that can manage and keep track of a huge amount of data is the major factor driving the growth of the global Nonprofit CRM Market. Along with this, the increased focus on constituent engagement, growth in social media engagement, and increased marketing have boosted the global market growth substantially.

Various tools which provide solutions for specific problems and the demand for effective retention tools such as pledge management, marketing automation, etc. are likely to fuel the market growth. An increase in the adoption of nonprofit CRM software by both large-scale organizations and small-scale organizations will foster market growth substantially on a global level. Nonprofit CRM possesses the ability to have safe fundraising which is anticipated to have a positive impact regarding the growth of the global market by the forecast period.