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Customer Relationship Management (CRM) Software: Global Markets

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    Report

  • 161 Pages
  • May 2023
  • Region: Global
  • BCC Research
  • ID: 5014075
Description Jump to:

This report provides an overview of the global market for customer relationship management (CRM) software and analyzes market trends. Using 2021 as the base year, the report provides estimated market data for the forecast period 2022 through 2027. Revenue forecasts for this period are segmented based on component, deployment, organization size, application, end-use industry and region.

The report also focuses on the major trends and challenges that affect the market and the competitive landscape. It explains the current market trends and provides detailed profiles of the major players and strategies to enhance market presence. The report estimates the size of the global CRM software market in 2021 and provides projections of the expected market size through 2027.

Report Includes

  • 48 data tables and 34 additional tables
  • A brief general outlook of the global markets for customer relationship management (CRM) software
  • Analyses of the global market trends, with historic market revenue data (sales figures) for 2021, estimates for 2022, forecasts for 2023 and 2025, and projections of compound annual growth rates (CAGRs) through 2027
  • Estimation of the actual market size and revenue forecast for the global CRM software market, and corresponding market share analysis based on the component, deployment, organization size, application, end-use industry, and region
  • Identification of viable technology drivers through a comprehensive look at various forms of CRM software, application industries, and adoption of CRM solutions across a broad spectrum of industry verticals
  • Assessment of the global competitive landscape with an analysis of key market positing and global shares, as well as strategies for key solution providers of CRM software and related cloud computing technologies
  • Discussion of the key underlying trends (both current and emerging) related to CRM software market, value chain analysis, regulatory environment, use cases, and the impact of industry-specific and region-specific macroeconomic variables on the progress of this market
  • A relevant patent analysis on CRM software technologies and review of recent key granted patents
  • Company profiles of major players within the industry, including Adobe Inc., Microsoft, Sage Group plc., Salesforce Inc., SAP SE, and ServiceNow

Table of Contents

Chapter 1 Introduction
1.1 Overview
1.2 Components of CRM
1.3 Study Goals and Objectives
1.4 Scope of Report
1.5 What's New in this Update?
1.6 Intended Audiences
1.7 Information Sources
1.8 Research Methodology
1.9 Geographic Breakdown
1.10 Analyst's Credentials
1.11 Custom Research
1.12 Related Research Reports

Chapter 2 Executive Summary and Highlights
Chapter 3 Industry Outlook
3.1 Market Overview
3.2 Value Chain Analysis
3.2.1 Customer Portfolio Analysis (CPA)
3.2.2 Customer Intimacy
3.2.3 Network Development
3.2.4 Value Proposition Development
3.2.5 Relationship Management
3.3 PESTEL Analysis
3.4 SWOT Analysis
3.5 CRM Software Trends
3.5.1 Age of Customer Experience
3.5.2 the Role of Artificial Intelligence (Ai)
3.5.3 Mobile CRM
3.5.4 Socialization Through Crm
3.5.5 More User-Friendly
3.5.6 Not Possible in a Vacuum
3.5.7 Channel-Free Crm
3.6 Regulatory Compliance
3.6.1 General Data Protection Regulation (Gdpr)
3.6.2 Health Insurance Portability and Accountability Act (Hipaa) Compliance
3.7 CRM Software Case Studies
3.7.1 Case Study 1
3.7.2 Case Study 2
3.7.3 Case Study 3
3.7.4 Case Study 4
3.7.5 Case Study 5
3.7.6 Case Study 6
3.7.7 Case Study 7
3.7.8 Case Study 8
3.7.9 Case Study 9
3.7.10 Case Study 10
3.7.11 Case Study 11
3.7.12 Case Study 12
3.7.13 Case Study 13
3.7.14 Case Study 14
3.7.15 Case Study 15
3.7.16 Case Study 16
3.7.17 Case Study 17
3.7.18 Case Study 18
3.7.19 Case Study 19
3.7.20 Case Study 20
3.8 Covid-19 and the CRM Software Market

Chapter 4 Market Dynamics
4.1 Overview
4.2 Market Drivers
4.2.1 CRM Software in Developing Nations
4.2.2 Customer Retention
4.2.3 Social Media Channels and CRM Platforms
4.3 Market Challenges
4.3.1 Increasing Security Threats Over CRM Stored Data
4.3.2 Expensive Initial Cost of CRM Software
4.4 Market Opportunities
4.4.1 Integration of Ai
4.4.2 Cloud-Based CRM

Chapter 5 Market Breakdown by Business Segment
5.1 Overview
5.2 Software
5.2.1 Operational CRM
5.2.2 Analytical CRM
5.2.3 Collaborative CRM
5.3 Services
5.3.1 Consulting Services
5.3.2 Implementation Services
5.3.3 Training and Support Services

Chapter 6 Market Breakdown by Deployment
6.1 Overview
6.2 Cloud
6.3 On-Premise

Chapter 7 Market Breakdown by Organization Size
7.1 Overview
7.2 Large Organizations
7.3 Small and Medium Organizations

Chapter 8 Market Breakdown by Application
8.1 Overview
8.2 Sales and Marketing
8.3 CRM Analytics
8.4 Lead Generation
8.5 Customer Support
8.6 Customer Experience Management
8.7 Other Applications
8.7.1 Customer Service
8.7.2 Digital Commerce
8.7.3 Social Media Engagement

Chapter 9 Market Breakdown by End-Use Industry
9.1 Overview
9.2 Bfsi
9.3 Retail
9.4 It and Telecom
9.5 Healthcare
9.6 Transportation and Logistics
9.7 Other End-Use Industries
9.7.1 Government
9.7.2 Education
9.7.3 Media and Entertainment
9.7.4 Discrete Manufacturing
9.7.5 Energy and Utility

Chapter 10 Market Breakdown by Region
10.1 Overview
10.2 North America
10.2.1 United States
10.2.2 Canada
10.2.3 Mexico
10.3 Europe
10.3.1 United Kingdom
10.3.2 Germany
10.4 Asia-Pacific
10.4.1 China
10.4.2 India
10.4.3 Japan
10.5 Latin America
10.5.1 Brazil
10.5.2 Middle East and Africa

Chapter 11 Patent Analysis
11.1 Recently Granted Patents

Chapter 12 Competitive Landscape
12.1 Vendor Landscape
12.2 Market Ranking Analysis
12.3 Strategy Analysis

Chapter 13 Company Profiles
  • Adobe Inc.
  • Hubspot Inc.
  • Infor
  • Microsoft
  • Nice
  • Oracle
  • Pegasystems Inc.
  • Sage Group plc
  • Salesforce Inc.
  • Sap Se
  • Servicenow
  • Sugarcrm Inc.
  • Verint Systems Inc.
  • Zendesk
  • Zoho Corp. Pvt. Ltd.
List of Tables
Summary Table: Global Market for CRM Software, by End-Use Industry, Through 2027
Table 1: Global Market for CRM Software: PESTEL Analysis
Table 2: SWOT Analysis: Global CRM Software Market
Table 3: Global Market for CRM Software, by Business Segment, Through 2027
Table 4: Global Market for CRM Software, by Deployment, Through 2027
Table 5: Global Market for CRM Software, by Organization Size, Through 2027
Table 6: Global Market for CRM Software, by Application, Through 2027
Table 7: Global Market for CRM Software, by End-Use Industry, Through 2027
Table 8: Global Market for CRM Software, by Region, Through 2027
Table 9: North American Market for CRM Software, by Country, Through 2027
Table 10: North American Market for CRM Software, by Business Segment, Through 2027
Table 11: North American Market for CRM Software, by Deployment, Through 2027
Table 12: North American Market for CRM Software, by Organization Size, Through 2027
Table 13: North American Market for CRM Software, by Application, Through 2027
Table 14: North American Market for CRM Software, by End-Use Industry, Through 2027
Table 15: European Market for CRM Software, by Country, Through 2027
Table 16: European Market for CRM Software, by Business Segment, Through 2027
Table 17: European Market for CRM Software, by Deployment, Through 2027
Table 18: European Market for CRM Software, by Organization Size, Through 2027
Table 19: European Market for CRM Software, by Application, Through 2027
Table 20: European Market for CRM Software, by End-Use Industry, Through 2027
Table 21: Asia-Pacific Market for CRM Software, by Country, Through 2027
Table 22: Asia-Pacific Market for CRM Software, by Business Segment, Through 2027
Table 23: Asia-Pacific Market for CRM Software, by Deployment, Through 2027
Table 24: Asia-Pacific Market for CRM Software, by Organization Size, Through 2027
Table 25: Asia-Pacific Market for CRM Software, by Application, Through 2027
Table 26: Asia-Pacific Market for CRM Software, by End-Use Industry, Through 2027
Table 27: Latin American Market for CRM Software, by Country, Through 2027
Table 28: Latin American Market for CRM Software, by Business Segment, Through 2027
Table 29: Latin American Market for CRM Software, by Deployment, Through 2027
Table 30: Latin American Market for CRM Software, by Organization Size, Through 2027
Table 31: Latin American Market for CRM Software, by Application, Through 2027
Table 32: Latin American Market for CRM Software, by End-Use Industry, Through 2027
Table 33: Middle East and African Market for CRM Software, by Business Segment, Through 2027
Table 34: Middle East and African Market for CRM Software, by Deployment, Through 2027
Table 35: Middle East and African Market for CRM Software, by Organization Size, Through 2027
Table 36: Middle East and African Market for CRM Software, by Application, Through 2027
Table 37: Middle East and African Market for CRM Software, by End-Use Industry, Through 2027
Table 38: Vendor Landscape of the Global Market for CRM Software
Table 39: Players Ranking for CRM Software Market, 2021
Table 40: Strategy Analysis for Global CRM Software, by Market Player, Jan. 2019-April 2023
Table 41: Adobe Inc.: Financial Overview, 2020-2022
Table 42: Adobe Inc.: Product Benchmarking
Table 43: Adobe Inc.: Recent Developments, 2019-2022
Table 44: HubSpot Inc.: Financial Overview, 2020-2022
Table 45: HubSpot Inc.: Product Benchmarking
Table 46: HubSpot Inc.: Recent Developments, 2021 and 2022
Table 47: Infor: Product Benchmarking
Table 48: Infor: Recent Developments, 2019-2022
Table 49: Microsoft: Financial Overview, 2020-2022
Table 50: Microsoft: Product Benchmarking
Table 51: Microsoft: Recent Developments, 2020-2023
Table 52: NICE: Financial Overview, 2020-2022
Table 53: NICE: Product Benchmarking
Table 54: Oracle: Financial Overview, 2020-2022
Table 55: Oracle: Product Benchmarking
Table 56: Oracle: Recent Developments, 2019-2022
Table 57: Pegasystems Inc.: Financial Overview, 2020-2022
Table 58: Pegasystems Inc.: Product Benchmarking
Table 59: Pegasystems Inc.: Recent Developments, 2019-2022
Table 60: Sage Group plc: Financial Overview, 2020-2022
Table 61: Sage Group plc: Product Benchmarking
Table 62: Sage Group plc: Recent Developments, 2019-2022
Table 63: Salesforce Inc.: Financial Overview, 2020-2022
Table 64: Salesforce Inc.: Product Benchmarking
Table 65: Salesforce Inc.: Recent Developments, 2019-2022
Table 66: SAP SE: Financial Overview, 2020-2022
Table 67: SAP SE: Product Benchmarking
Table 68: SAP SE: Recent Developments, 2019-2022
Table 69: ServiceNow: Financial Overview, 2019-2021
Table 70: ServiceNow: Product Benchmarking
Table 71: ServiceNow: Recent Developments, 2019-2021
Table 72: SugarCRM Inc.: Product Benchmarking
Table 73: SugarCRM Inc.: Recent Developments, 2019-2021
Table 74: Verint Systems Inc.: Financial Overview, 2021-2023
Table 75: Verint Systems Inc.: Product Benchmarking
Table 76: Verint Systems Inc.: Recent Developments, 2019-2023
Table 77: Zendesk: Financial Overview, 2019-2021
Table 78: Zendesk: Product Benchmarking
Table 79: Zendesk: Recent Developments, 2019-2022
Table 80: Zoho Corp., Pvt. Ltd.: Product Benchmarking
Table 81: Zoho Corp., Pvt. Ltd.: Recent Developments, 2019-2023

List of Figures
Summary Figure: Global Market Shares of CRM Software, by End-Use Industry, 2021
Figure 1: Value Chain Analysis of the Global CRM Software Market
Figure 2: CRM Software Market Trends
Figure 3: Global Market Dynamics for CRM Software
Figure 4: CRM Software Programs
Figure 5: Global Market Shares of CRM Software, by Business Segment, 2021
Figure 6: Global Market Shares of CRM Software, by Deployment, 2021
Figure 7: Global Market Shares of CRM Software, by Organization Size, 2021
Figure 8: Global Market Shares of CRM Software, by Application, 2021
Figure 9: Global Market Shares of CRM Software, by End-Use Industry, 2021
Figure 10: Global Market Shares of CRM Software, by Region, 2021
Figure 11: North American Market Shares of CRM Software, by Country, 2021
Figure 12: North American Market Shares of CRM Software, by Business Segment, 2021
Figure 13: North American Market Shares of CRM Software, by Deployment, 2021
Figure 14: North American Market Shares of CRM Software, by Organization Size, 2021
Figure 15: North American Market Shares of CRM Software, by Application, 2021
Figure 16: North American Market Shares of CRM Software, by End-Use Industry, 2021
Figure 17: European Market Shares of CRM Software, by Country, 2021
Figure 18: European Market Shares of CRM Software, by Business Segment, 2021
Figure 19: European Market Shares of CRM Software, by Deployment, 2021
Figure 20: European Market Shares of CRM Software, by Organization Size, 2021
Figure 21: European Market Shares of CRM Software, by Application, 2021
Figure 22: European Market Shares of CRM Software, by End-Use Industry, 2021
Figure 23: Asia-Pacific Market Shares of CRM Software, by Country, 2021
Figure 24: Asia-Pacific Market Shares of CRM Software, by Business Segment, 2021
Figure 25: Asia-Pacific Market Shares of CRM Software, by Deployment, 2021
Figure 26: Asia-Pacific Market Shares of CRM Software, by Organization Size, 2021
Figure 27: Asia-Pacific Market Shares of CRM Software, by Application, 2021
Figure 28: Asia-Pacific Market Shares of CRM Software, by End-Use Industry, 2021
Figure 29: Latin American Market Shares of CRM Software, by Country, 2021
Figure 30: Latin American Market Shares of CRM Software, by Business Segment, 2021
Figure 31: Latin American Market Shares of CRM Software, by Deployment, 2021
Figure 32: Latin American Market Shares of CRM Software, by Organization Size, 2021
Figure 33: Latin American Market Shares of CRM Software, by Application, 2021
Figure 34: Latin American Market Shares of CRM Software, by End-Use Industry, 2021
Figure 35: Middle East and African Market Shares of CRM Software, by Business Segment, 2021
Figure 36: Middle East and African Market Shares of CRM Software, by Deployment, 2021
Figure 37: Middle East and African Market Shares of CRM Software, by Organization Size, 2021
Figure 38: Middle East and African Market Shares of CRM Software, by Application, 2021
Figure 39: Middle East and African Market Shares of CRM Software, by End-Use Industry, 2021
Figure 40: Distribution Share of Developments in CRM Software, by Strategy, 2019-2023
Figure 41: Adobe Inc.: Revenue Share, by Business Segment, 2022
Figure 42: Adobe Inc.: Revenue Share, by Region, 2022
Figure 43: HubSpot Inc.: Revenue Share, by Business Segment, 2022
Figure 44: HubSpot Inc.: Revenue Share, by Region, 2022
Figure 45: Microsoft: Revenue Share, by Business Segment, 2022
Figure 46: Microsoft: Revenue Share, by Region, 2022
Figure 47: NICE: Revenue Share, by Business Segment, 2022
Figure 48: NICE: Revenue Share, by Region, 2022
Figure 49: Oracle: Revenue Share, by Business Segment, 2022
Figure 50: Oracle: Revenue Share, by Region, 2022
Figure 51: Pegasystems Inc.: Revenue Share, by Business Segment, 2022
Figure 52: Pegasystems Inc.: Revenue Share, by Region, 2022
Figure 53: Sage Group Plc: Revenue Share, by Business Segment, 2022
Figure 54: Sage Group Plc: Revenue Share, by Region, 2022
Figure 55: Salesforce Inc.: Revenue Share, by Business Segment, 2022
Figure 56: Salesforce Inc.: Revenue Share, by Region, 2022
Figure 57: SAP SE: Revenue Share, by Business Segment, 2022
Figure 58: SAP SE: Revenue Share, by Region, 2022
Figure 59: ServiceNow: Revenue Share, by Business Segment, 2021
Figure 60: ServiceNow: Revenue Share, by Region, 2021
Figure 61: Verint Systems Inc.: Revenue Share, by Region, 2023
Figure 62: Zendesk: Revenue Share, by Region, 2021

Executive Summary

Customer Relationship Management (CRM) is an approach that helps organizations to improve existing customer relationships and engage new customers, rapidly. Using customer relationship management simplifies customer communication and increases customer satisfaction with the service and product. This platform includes direction and guidelines about how direct interactions occur between customers and enterprises and is also used for organizing and tracking all relevant information. This information is needed to find leads, close deals, retain customers, increase sales, build stronger relationships, create more personalized customer service and make processes more efficient and simplified. Customer relationship management helps sales managers to automate sales activities and track team performance.

The global CRM software market was valued at $50.3 billion in 2021 and is anticipated to reach $103.5 billion by 2027. The market’s compound annual growth rate (CAGR) is estimated to grow by 13.0% over the forecast period, 2022-2027. The ongoing trends such as the use of AI and automation, hyperpersonalization of customer service and implementation of robust social media customer service can help minimize costs, increase response times, improve customer satisfaction and accelerate the adoption of CRM platforms across industries are the major factors that drive the market growth. Organizational departments such as sales and marketing and customer service and support are increasingly integrating customer relationship management software with AI to improve customer experience, feedback and develop strong bonds with customers. In April 2022, Salesforce Inc., a cloudbased 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 and telecom, among others.

In this report, the global CRM software market was segmented by component, deployment, organization size, application, end-use industry and region.

Companies Mentioned

  • Adobe Inc.
  • Hubspot Inc.
  • Infor
  • Microsoft
  • Nice
  • Oracle
  • Pegasystems Inc.
  • Sage Group plc
  • Salesforce Inc.
  • Sap Se
  • Servicenow
  • Sugarcrm Inc.
  • Verint Systems Inc.
  • Zendesk
  • Zoho Corp. Pvt. Ltd.

Table Information

Report AttributeDetails
No. of Pages161
PublishedMay 2023
Forecast Period2022 - 2027
Estimated Market Value ( USD ) in 2022 $ 56.2 Billion
Forecasted Market Value ( USD ) by 2027 $ 103.5 Billion
Compound Annual Growth Rate13.0%
Regions CoveredGlobal
No. of Companies Mentioned15

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