Healthcare CRM Market Report 2025

This Healthcare CRM market 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 healthcare CRM market size has grown rapidly in recent years. It will grow from $20.87 billion in 2024 to $24.12 billion in 2025 at a compound annual growth rate (CAGR) of 15.6%. The growth in the historic period can be attributed to patient-centered care, regulatory compliance, population health management, telehealth integration, referral management.

The healthcare CRM market size is expected to see rapid growth in the next few years. It will grow to $45.34 billion in 2029 at a compound annual growth rate (CAGR) of 17.1%. The growth in the forecast period can be attributed to telemedicine expansion, predictive analytics, interoperability, pandemic preparedness, value-based care. Major trends in the forecast period include data analytics and insights, mobile crm applications, personalized care plans, artificial intelligence and chatbot, social determinants of health.

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.

Leading companies in the healthcare CRM market are developing innovative products like MyChart, which boosts patient engagement by offering access to medical records, appointment scheduling, and secure communication with healthcare providers. MyChart is a widely utilized patient portal designed to allow individuals to manage their healthcare and view personal health information. For example, in March 2022, Epic Systems Corporation, a US-based healthcare software firm, introduced Cheers. Cheers is a CRM platform tailored specifically for the healthcare industry, designed to improve patient engagement and streamline communication by integrating seamlessly with existing electronic health record (EHR) systems. It enables healthcare organizations to connect with patients via trusted channels like MyChart, increasing the effectiveness of patient interactions compared to traditional outreach methods.

Leading companies in the healthcare CRM market are advancing technologies such as AI-powered autonomous self-service solutions, enabling patients to manage their healthcare needs more efficiently and improving the overall patient experience. An AI-based autonomous self-service solution is a technology platform that leverages artificial intelligence (AI) to allow customers to independently resolve issues or access information without human intervention. For example, in March 2024, Coforge Limited, an India-based IT company, launched Orion. Orion is a generative AI-based autonomous self-service solution aimed at enhancing customer experiences across various industries. This innovative platform automates both outbound and inbound calls, proactively engaging customers and providing intelligent responses to inquiries, significantly enhancing traditional automation capabilities. Orion seamlessly integrates with existing CRM systems and third-party APIs, addressing issues like high error rates and reducing the resources required for training.

In January 2024, Innovaccer Inc., a US-based software company, acquired Cured for an undisclosed amount. Through this acquisition, Innovaccer aims to improve patient experiences, strengthen its presence in the healthcare industry, and utilize the acquisition to develop a Healthcare Experience Platform (HXP) that combines outreach, growth, and population health solutions. Cured is a US-based software company specializing in providing digital marketing and CRM platforms for the healthcare sector.

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., SAP SE, SugarCRM Inc., 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 2024. 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.

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 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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