Healthcare CRM Global Market Report 2024

Healthcare CRM refers to a specialized customer relationship management (CRM) system designed exclusively for the healthcare sector. It integrates data from various sources, including consumer and patient demographics, psychographics, social and behavioral information, clinical data, financial details, website interactions, contact center interactions, provider credentialing, and more, to provide a comprehensive view of patients' routines and activities.

The primary components of healthcare CRM are software and services. CRM software serves as a platform that connects various healthcare departments, ranging from sales and marketing to customer service, organizing and managing data efficiently. The technologies involved encompass cloud-based, mobile, social, collaborative, predictive, and others, developed on either an on-premise model or a web/cloud-based model. The diverse applications include community outreach, community health education, service promotion, financial donor management, care coordination, patient information management, pre-authorizations or eligibility, and others, utilized by providers, payers, and the life science industry.

The healthcare CRM market research report is one of a series of new reports that provides healthcare CRM market statistics, including healthcare CRM industry global market size, regional shares, competitors with a healthcare CRM market share, detailed healthcare CRM market segments, market trends and opportunities, and any further data you may need to thrive in the healthcare CRM industry. This anomaly detection market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenarios of the industry.

The healthcare crm market size has grown rapidly in recent years. It will grow from $17.9 billion in 2023 to $20.75 billion in 2024 at a compound annual growth rate (CAGR) of 15.9%. The growth observed in the historical period can be attributed to several key factors, including a shift towards patient-centered care, a focus on regulatory compliance, initiatives in population health management, the integration of telehealth services, and efforts in improving referral management. These elements collectively played a significant role in driving growth during this historical timeframe.

The healthcare crm market size is expected to see rapid growth in the next few years. It will grow to $38.14 billion in 2028 at a compound annual growth rate (CAGR) of 16.4%. The anticipated growth in the forecast period can be attributed to various key factors, including the expansion of telemedicine services, the application of predictive analytics, efforts towards achieving interoperability, increased preparedness for pandemics, and the continued focus on value-based care. Major trends expected in the forecast period encompass the utilization of data analytics and insights, the development of mobile CRM applications, the creation of personalized care plans, the integration of artificial intelligence and chatbot technologies, and the consideration of social determinants of health. These factors and trends collectively contribute to the projected growth in the upcoming period.

The healthcare CRM market is expected to experience growth, driven by the increasing adoption of CRM systems in hospitals and clinics. These software solutions manage comprehensive patient databases securely, allowing patients to access necessary information through text, calls, or emails. The implementation of CRM in healthcare has demonstrated significant benefits, such as reducing administrative errors by up to 30%, as reported by Aimprosoft, a Ukraine-based healthcare software development company, in February 2021. Additionally, Financesonline, a Poland-based platform for SaaS/B2B software reviews, highlighted that over 90% of hospitals were expected to use electronic health records (EHR) in 2022, where CRMs complement EHR by providing communication capabilities and access to patient profiles.

The healthcare CRM market is poised for growth due to the increasing adoption of telehealth. Telehealth, involving the use of electronic information and communication technology in healthcare, has become integral for remote service delivery. Healthcare CRM systems play a vital role in telehealth by facilitating efficient management of patient interactions, scheduling, data integration, and communication. According to the Australian Digital Health Agency, 118.2 million telehealth treatment services were provided to 18 million patients between March 2020 and July 2022, with over 95,000 practitioners utilizing telehealth services. This trend is driving the demand for healthcare CRM solutions.

A key trend influencing the healthcare CRM market is technological development, with major companies prioritizing the creation of advanced solutions. Nuance Communications Inc., a US-based company specializing in AI-based CRM software, introduced a virtual assistant platform in January 2021. This platform, powered by AI, focuses on patient engagement to enhance digital experiences and voice interactions across the patient journey. It integrates with critical healthcare systems, including patient financial systems, EHR, CRM, and patient access center telephony infrastructure. Technological advancements like these contribute to the growth and innovation within the healthcare CRM sector.

Leading companies in the healthcare CRM market are dedicated to the development of innovative products like the Connected Platform, aimed at better serving the needs of their existing clientele. The Connected Platform is a software-as-a-service (SaaS) solution enabling businesses to create applications for a variety of interconnected devices. This digital software solution enhances the performance of frontline employees in industrial firms. Platforms, in this context, refer to any hardware or software used to host applications or services. For example, in September 2021, Salesforce Inc., a US-based cloud-based software company specializing in customer relationship management, introduced Health Cloud 2.0 and Dreampass. Health Cloud 2.0 provides enhanced safety and health features for employees, consumers, and communities, offering capabilities like contact tracing, vaccine management, and value-based care from anywhere. Dreampass focuses on making in-person events safer, incorporating attendee registration management, COVID-19 vaccination/testing status confirmation, and testing vendor integration.

In a strategic move, Salesforce Inc., the US-based cloud-based software company, acquired Acumen Solution in December 2021, although the transaction amount remains undisclosed. Acumen Solution, also based in the US, specializes in providing CRM solutions for healthcare. With this acquisition, Acumen Solutions joins Salesforce Professional Services, collaborating with Salesforce partners to help clients expedite the realization of benefits from the Salesforce Customer 360. The acquisition aims to establish a solid foundation for long-term success in an entirely digital environment. This strategic alignment positions Salesforce Inc. to further strengthen its capabilities in the evolving healthcare CRM market.

Major companies operating in the healthcare crm market include Accenture PLC, Allscripts Healthcare LLC, Amdocs, Alvaria Inc., Cerner Corporation, Healthgrades Marketplace LLC, IBM Corporation, Infor Inc., Keona Health, Microsoft Corporation, NICE Systems Inc., Oracle Corporation, Pegasystems Inc., R1 RCM Inc., Sage Group PLC, SAP SE, Siemens Healthcare GmbH, SugarCRM Inc., Corpora Corporation Pvt. Ltd., Veeva Systems Inc., Verint Systems Inc., Zoho Corporation Pvt. Ltd., Athenahealth, Brightree LLC, ChARM Health Pty Ltd., CureMD Inc., DocPlanner Group, DrChrono, eClinicalWorks, Epic Systems Corp., Evariant Co., Greenway Health, HubSpot Inc., Insightly Inc., Kareo Inc.

North America was the largest region in the healthcare CRM market in 2023. The regions covered in the healthcare CRM market share report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, and Africa.

The countries covered in the healthcare CRM market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA.

The healthcare CRM market includes revenues earned by entities by CRM hardware and software. 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).

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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