The social customer relationship management market size has grown exponentially in recent years. It will grow from $150.17 billion in 2024 to $231.08 billion in 2025 at a compound annual growth rate (CAGR) of 53.9%. The growth in the historic period can be attributed to emergence of social media platforms, increasing customer expectations, rise of influencer marketing.
The social customer relationship management market size is expected to see exponential growth in the next few years. It will grow to $1.28 trillion in 2029 at a compound annual growth rate (CAGR) of 53.5%. The growth in the forecast period can be attributed to rise of conversational marketing, omnichannel integration, privacy and data security measures. Major trends in the forecast period include hyper-personalization, AI-driven social insights, mobile-centric solutions, integration with augmented reality (AR) and virtual reality (VR), social commerce integration.
The growing adoption of social media is expected to drive the growth of the social customer relationship management (CRM) market in the coming years. Social media refers to online platforms and websites that allow users to create, share, and exchange content, as well as engage in social networking. The rise in adoption is driven by factors such as enhanced connectivity and communication, self-expression and creativity, mobile accessibility, and increased entertainment and business interactions. Social media integrates with customer relationship management systems to help businesses improve customer engagement, enhance brand image, and foster customer loyalty. For example, according to the Search Engine Journal, a US-based website that provides valuable information for business owners, marketers, and SEOs, there were 150 million more social media users between April 2022 and April 2023, marking a 3.2% increase year-over-year. As a result, the increasing adoption of social media is fueling the growth of the social CRM market.
Key players in the social customer relationship management market are focusing on innovation to provide comprehensive CRM solutions tailored to growing businesses. For example, in March 2024, Salesforce Inc. introduced the Pro Suite CRM solution integrating CRM, AI, data, and trust to empower businesses in transforming their operations. This solution addresses the challenges faced by small businesses in implementing and utilizing CRM systems, offering features such as marketing campaign templates, lead and deal management, faster case resolution, and personalized customer experiences across marketing, sales, and service.
In February 2024, Volaris Group expanded its marketing management portfolio by acquiring Gold-Vision CRM. This acquisition enhances Volaris' offerings with Gold-Vision's complete CRM solutions, catering to mid-market businesses seeking to improve sales and marketing performance. Gold-Vision CRM, a UK-based software developer, aligns with Volaris Group's strategy of providing diverse and versatile CRM solutions to its customer base, further solidifying its position in the social CRM market.
Major companies operating in the social customer relationship management market are Microsoft Corporation, International Business Machines Corporation, Oracle Corporation, SAP SE, Salesforce Inc., Adobe Inc., SAS Institute, ReplyApp Inc., HubSpot Inc., Pegasystems Inc., Zendesk, Zoho Corporation, Verint Systems, RWS Holdings, monday.com, Freshworks Inc., Sprout Social Inc., Brandwatch, Jive Software Inc., Agora Media SAS, Bitrix Inc., Act-On Software Inc., VanillaSoft Inc., Insightly Inc., Clarabridge.
North America was the largest region in the social customer relationship management market in 2024. The regions covered in the social customer relationship management market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa. The countries covered in the social customer relationship management market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.
The social customer relationship management market includes revenues earned by entities by providing services such as social listening and monitoring, social engagement, content creation and management, customer data integration, and social customer relationship management strategy and consultation. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.
The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).
Social customer relationship management (CRM) refers to the strategies and processes employed by businesses to efficiently engage with and manage relationships with customers through social media platforms. This approach involves integrating social media data with traditional CRM systems to gather insights into customer interactions, improve the quality of engagement, and enable communication with customers across various social networking sites.
The main types of deployment models in social customer relationship management (CRM) are cloud-based and on-premises solutions. In a cloud-based deployment model, computing resources such as computing power, storage, and applications are provided to users over the internet as a service. This approach supports various functions, including built-in social CRM and standalone social CRM, and caters to organizations of various sizes, including small and medium-sized businesses (SMBs) and large enterprises. Cloud-based social CRM is utilized across multiple applications, including sales automation, marketing, customer service and support, among others, and serves diverse end users such as information technology and telecom, healthcare, banking, financial services and insurance (BFSI), retail and e-commerce, education, government, hospitality, transportation and logistics, manufacturing, and others.
The social customer relationship management market research report is one of a series of new reports that provides social customer relationship management market statistics, including social customer relationship management industry global market size, regional shares, competitors with a social customer relationship management market share, detailed social customer relationship management market segments, market trends and opportunities, and any further data you may need to thrive in the social customer relationship management industry. This social customer relationship management market research report delivers a complete perspective on everything you need, with an in-depth analysis of the current and future scenarios of the industry.
The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.
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Table of Contents
Executive Summary
Social Customer Relationship Management Global Market Report 2025 provides strategists, marketers and senior management with the critical information they need to assess the market.This report focuses on social customer relationship management market which is experiencing strong growth. The report gives a guide to the trends which will be shaping the market over the next ten years and beyond.
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Description
Where is the largest and fastest growing market for social customer relationship management? How does the market relate to the overall economy, demography and other similar markets? What forces will shape the market going forward? The social customer relationship management market global report answers all these questions and many more.The report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market’s historic and forecast market growth by geography.
- The market characteristics section of the report defines and explains the market.
- The market size section gives the market size ($b) covering both the historic growth of the market, and forecasting its development.
- The forecasts are made after considering the major factors currently impacting the market. These include:
- The forecasts are made after considering the major factors currently impacting the market. These include the Russia-Ukraine war, rising inflation, higher interest rates, and the legacy of the COVID-19 pandemic.
- Market segmentations break down the market into sub markets.
- The regional and country breakdowns section gives an analysis of the market in each geography and the size of the market by geography and compares their historic and forecast growth. It covers the growth trajectory of COVID-19 for all regions, key developed countries and major emerging markets.
- The competitive landscape chapter gives a description of the competitive nature of the market, market shares, and a description of the leading companies. Key financial deals which have shaped the market in recent years are identified.
- The trends and strategies section analyses the shape of the market as it emerges from the crisis and suggests how companies can grow as the market recovers.
Scope
Markets Covered:
1) By Deployment Model: Cloud; On-Premises2) By Functionality: Built-In Social CRM; Standalone Social CRM
3) By Organization Size: Small And Medium Sized Businesses (SMBs); Large Enterprises
4) By Application: Sales Automation; Marketing; Customer Service And Support; Other Applications
5) By End Users: Information Technology And Telecom; Healthcare; Banking, Financial Services And Insurance (BFSI); Retail And E-Commerce; Education; Government; Hospitality; Transportation And Logistics; Manufacturing; Other End Users
Subsegments:
1) By Cloud: Public Cloud; Private Cloud; Hybrid Cloud2) By On-Premises: On-Premises Software; On-Premises Hardware
Key Companies Mentioned: Microsoft Corporation; International Business Machines Corporation; Oracle Corporation; SAP SE; Salesforce Inc
Countries: Australia; Brazil; China; France; Germany; India; Indonesia; Japan; Russia; South Korea; UK; USA; Canada; Italy; Spain
Regions: Asia-Pacific; Western Europe; Eastern Europe; North America; South America; Middle East; Africa
Time Series: Five years historic and ten years forecast.
Data: Ratios of market size and growth to related markets, GDP proportions, expenditure per capita.
Data Segmentation: Country and regional historic and forecast data, market share of competitors, market segments.
Sourcing and Referencing: Data and analysis throughout the report is sourced using end notes.
Delivery Format: PDF, Word and Excel Data Dashboard.
Companies Mentioned
Some of the major companies featured in this Social Customer Relationship Management market report include:- Microsoft Corporation
- International Business Machines Corporation
- Oracle Corporation
- SAP SE
- Salesforce Inc
- Adobe Inc
- SAS Institute
- ReplyApp Inc
- HubSpot Inc
- Pegasystems Inc
- Zendesk
- Zoho Corporation
- Verint Systems
- RWS Holdings
- monday.com
- Freshworks Inc
- Sprout Social Inc
- Brandwatch
- Jive Software Inc
- Agora Media SAS
- Bitrix Inc
- Act-On Software Inc
- VanillaSoft Inc
- Insightly Inc
- Clarabridge
Table Information
Report Attribute | Details |
---|---|
No. of Pages | 200 |
Published | March 2025 |
Forecast Period | 2025 - 2029 |
Estimated Market Value ( USD | $ 231.08 Billion |
Forecasted Market Value ( USD | $ 1284 Billion |
Compound Annual Growth Rate | 53.5% |
Regions Covered | Global |
No. of Companies Mentioned | 25 |