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.

U.S. Customer Relationship Management Market size was valued at USD 18.50 Billion in 2021 and is poised to grow from USD 20.87 Billion in 2022 to USD 54.70 Billion by 2030, at a CAGR of 12.8% during the forecast period (2023-2030).

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 revenue in the 'Customer Relationship Management Software' segment of the software market in the United States was forecast to continuously increase between 2024 and 2029 by in total 25.2 billion U.S. dollars (+55.86 percent). After the ninth consecutive increasing year, the revenue is estimated to reach 70.28 billion U.S. dollars and therefore a new peak in 2029. Notably, the revenue of the 'Customer Relationship Management Software' segment of the software market was continuously increasing over the past years.Find more information concerning Denmark and Czechia. The Statista Market Insights cover a broad range of additional markets.

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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?

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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.

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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

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.

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.

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 ...

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Customer Relationship Management Outsourcing Market Size and Trends

The customer relationship management (CRM) outsourcing market size is forecast to increase by USD 27.7 billion, at a CAGR of 5.82% between 2023 and 2028. The market is experiencing significant growth due to several key factors. Firstly, the increasing need for large-scale client management has led businesses to outsource CRM functions to specialized service providers. The advent of big data and analytics services has made it essential for organizations to leverage data-driven insights to enhance customer engagement and retention. BFSI and telecom sectors are particularly notable for their reliance on CRM outsourcing to handle complex client interactions and data management. However, the shortage of domain expertise within organizations drives the trend towards outsourcing, as service providers offer a pool of skilled professionals with expertise in CRM technologies and strategies. Additionally, the flexibility and cost savings offered by CRM outsourcing are making it an attractive option for businesses looking to optimize their customer engagement efforts.

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The market is witnessing significant growth due to the increasing focus on enhancing customer experience and streamlining business processes. Specialized service providers offer innovative strategies and tailored CRM solutions to help businesses adapt to evolving needs. Businesses, both small and large, are leveraging CRM outsourcing to improve customer satisfaction and gain a competitive edge. Technological investments in CRM outsourcing software, including advancements in cloud computing and big data, have led to the availability of advanced features such as marketing automation. The globalization of businesses and successful restructuring have further increased the adoption of CRM outsourcing. Core competencies of businesses are being realigned to focus on their unique offerings, while CRM outsourcing service providers handle non-core functions. Udyam registration platforms and MSMEs in various sectors, including healthcare facilities, are also embracing CRM outsourcing to manage customer interactions effectively. The market is expected to continue its growth trajectory, driven by the increasing need to deliver superior customer experiences and stay ahead of competitors. A Single User License provides businesses with the flexibility to implement CRM outsourcing solutions as per their specific requirements.

Market Segmentation

The market 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 Outlook

  Large enterprise
  SMEs





End-user Outlook

  BFSI
  Telecom and IT
  Retail
  Healthcare
  Others





Region Outlook

  North America

    The U.S.
    Canada


  South America

    Chile 
    Brazil
    Argentina 





  Europe

    U.K.
    Germany
    France
    Rest of Europe





  APAC

    China
    India





  Middle East & Africa

    Saudi Arabia
    South Africa
    Rest of the Middle East & Africa

By Application Insights

The large enterprise segment is estimated to witness significant growth during the forecast period. CRM outsourcing refers to the practice of engaging specialized service providers to manage and optimize customer relationship management (CRM) functions on behalf of businesses. This approach can lead to significant cost savings by reducing the need for extensive in-placing staff, infrastructure, and technological investments. Outsourcing CRM functions enables businesses to focus on their core competencies, such as product development, innovation, and strategic planning. Through innovative strategies and planning approaches, CRM outsourcing providers offer tailored solutions that cater to evolving business needs and the globalization of companies. These providers bring a high level of expertise and experience in CRM management, customer service techniques, and the latest technologies. They can provide managed services, IT engineering, data security, and privacy, ensuring consistent customer experiences and compliance with regulatory landscapes and data protection measures.

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The large enterprise segment was the largest and was valued at USD 57.10 billion in 2018. Major industries, including banking and financial services, have adopted CRM outsourcing to streamline operations and improve customer experiences. Big data specialists and automation solutions, such as pocess automate, are increasingly being integrated into CRM outsourcing services to provide more efficient and effective solutions. However, resistance to change and compliance challenges can pose challenges to the CRM out

The North America customer relationship management market is projected to grow at a CAGR of 11.0% between 2025 and 2034. The market is being driven by the increasing popularity of omnichannel support and evolving customer preferences.

The revenue in the 'Customer Relationship Management Software' segment of the software market in North America was forecast to continuously increase between 2024 and 2029 by in total 27.1 billion U.S. dollars (+55.93 percent). After the ninth consecutive increasing year, the revenue is estimated to reach 75.56 billion U.S. dollars and therefore a new peak in 2029. Notably, the revenue of the 'Customer Relationship Management Software' segment of the software market was continuously increasing over the past years.Find more information concerning Finland and Norway. The Statista Market Insights cover a broad range of additional markets.

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 statistic shows the worldwide Customer-Relationship-Management (CRM) software revenue from 2010 to 2020. In 2020, revenue from the customer relationship management (CRM) market amounted to 69 billion U.S. dollars. The market was driven by strong software as a service (SaaS) growth.

The Report Covers Global Pharmaceutical Customer Relationship (CRM) Management Companies and the market is Segmented by Product Type (On-Premise and Cloud), Size (Large Enterprises and Medium and Small Enterprises), and Geography (North America, Europe, Asia Pacific, Middle-East and Africa, and South America). The report offers the value (USD million) for the above segments.

Explore the Banking Customer Relationship Management (CRM) Software Market trends! Covers key players, growth rate 17.4% CAGR, market size $34.48 Billion, and forecasts to 2033. Get insights now!

The size and share of the market is categorized based on Application (Relationship Management, Case Coordination, Community Outreach, Case Management) and Product (Predictive CRM, Mobile CRM, Cloud-Based CRM, Social CRM, Collaborative CRM) and geographical regions (North America, Europe, Asia-Pacific, South America, and Middle-East and Africa).

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.

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

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