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Customer Relationship Management Market Report and Forecast 2024-2032

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    Report

  • 193 Pages
  • December 2023
  • Region: Global
  • Expert Market Research
  • ID: 5921425
According to the report, the global customer relationship management (CRM) market is projected to grow at a CAGR of 14.8% between 2024 and 2032. Aided by the increasing need for effective customer engagement strategies and the growing applications of CRM in various industries, the market is expected to grow significantly by 2032.

Customer relationship management (CRM) is a system used to control how a business interacts with its clients. It is essential to customer service, sales growth, and client retention. CRM is a useful tool in a variety of industrial applications, such as retail, banking, IT, and telecom, thanks to its enhanced features, which also include analytics, automation, and artificial intelligence.

The customer relationship management (CRM) market growth is being driven by the growing emphasis on customer engagement and retention. The need for CRM systems has increased as a result of the considerable move towards customer-centric company strategy that has resulted from a greater understanding of the advantages of client loyalty. Additionally, the growing popularity of CRM has been aided by the rising trend of personalisation since it helps to create individualised customer experiences.

The expanding applications of CRM in various industries also play a significant role in fuelling the customer relationship management (CRM) market demand. In the retail industry, CRM is used to analyse customer behaviour and personalise shopping experiences. CRM is used by the banking sector to manage customer information, automate marketing, and enhance customer care. CRM is also essential for maintaining customer data, tracking service requests, and improving the overall customer experience in the IT and telecom industries.

Additionally, there is a greater emphasis on cloud-based CRM as a result of the growing demand for cloud-based solutions in the corporate sector. Cloud-based CRM has emerged as a crucial element in the efficient management of customer relationships, offering scalability, flexibility, and cost-effectiveness, thereby boosting the customer relationship management (CRM) market expansion with the rise of digital transformation and the rising popularity of remote work.

The market is being further stimulated by the introduction and advancement of artificial intelligence (AI) for customer relationship management (CRM). AI will play a significant role in CRM's transformation as a result of the proliferation of Big Data, the adoption of the SaaS delivery model, and developments in machine learning and analytics.

Market Segmentation

The market can be divided based on revenue distribution and region.

Market Breakup by Revenue Distribution

  • Customer Support and Service
  • Marketing
  • E-Commerce
  • Sales

Market Breakup by Region

  • North America
  • Europe
  • Asia Pacific
  • Latin America
  • Middle East and Africa

Competitive Landscape

The report looks into the market shares, plant turnarounds, capacities, investments, and mergers and acquisitions, among other major developments, of the leading companies operating in the global customer relationship management market. Some of the major players explored in the report are as follows:
  • Microsoft Corp.
  • Oracle Corporation
  • SAP SE
  • Pegasystems Inc.
  • Salesforce.com, Inc.
  • Infor

Table of Contents

1 Preface2 Report Coverage - Key Segmentation and Scope
3 Report Description
3.1 Market Definition and Outlook
3.2 Properties and Applications
3.3 Market Analysis
3.4 Key Players
4 Key Assumptions
5 Executive Summary
5.1 Overview
5.2 Key Drivers
5.3 Key Developments
5.4 Competitive Structure
5.5 Key Industrial Trends
6 Snapshot
6.1 Global
6.2 Regional
7 Opportunities and Challenges in the Market
8 Global Customer Relationship Management Market Analysis
8.1 Key Industry Highlights
8.2 Global Customer Relationship Management Historical Market (2018-2023)
8.3 Global Customer Relationship Management Market Forecast (2024-2032)
8.4 Global Customer Relationship Management Market by Revenue Distribution
8.4.1 Customer Support and Service
8.4.1.1 Historical Trend (2018-2023)
8.4.1.2 Forecast Trend (2024-2032)
8.4.2 Marketing
8.4.2.1 Historical Trend (2018-2023)
8.4.2.2 Forecast Trend (2024-2032)
8.4.3 E-Commerce
8.4.3.1 Historical Trend (2018-2023)
8.4.3.2 Forecast Trend (2024-2032)
8.4.4 Sales
8.4.4.1 Historical Trend (2018-2023)
8.4.4.2 Forecast Trend (2024-2032)
8.5 Global Customer Relationship Management Market by Region
8.5.1 North America
8.5.1.1 Historical Trend (2018-2023)
8.5.1.2 Forecast Trend (2024-2032)
8.5.2 Europe
8.5.2.1 Historical Trend (2018-2023)
8.5.2.2 Forecast Trend (2024-2032)
8.5.3 Asia Pacific
8.5.3.1 Historical Trend (2018-2023)
8.5.3.2 Forecast Trend (2024-2032)
8.5.4 Latin America
8.5.4.1 Historical Trend (2018-2023)
8.5.4.2 Forecast Trend (2024-2032)
8.5.5 Middle East and Africa
8.5.5.1 Historical Trend (2018-2023)
8.5.5.2 Forecast Trend (2024-2032)
9 North America Customer Relationship Management Market Analysis
9.1 United States of America
9.1.1 Historical Trend (2018-2023)
9.1.2 Forecast Trend (2024-2032)
9.2 Canada
9.2.1 Historical Trend (2018-2023)
9.2.2 Forecast Trend (2024-2032)
10 Europe Customer Relationship Management Market Analysis
10.1 United Kingdom
10.1.1 Historical Trend (2018-2023)
10.1.2 Forecast Trend (2024-2032)
10.2 Germany
10.2.1 Historical Trend (2018-2023)
10.2.2 Forecast Trend (2024-2032)
10.3 France
10.3.1 Historical Trend (2018-2023)
10.3.2 Forecast Trend (2024-2032)
10.4 Italy
10.4.1 Historical Trend (2018-2023)
10.4.2 Forecast Trend (2024-2032)
10.5 Others
11 Asia Pacific Customer Relationship Management Market Analysis
11.1 China
11.1.1 Historical Trend (2018-2023)
11.1.2 Forecast Trend (2024-2032)
11.2 Japan
11.2.1 Historical Trend (2018-2023)
11.2.2 Forecast Trend (2024-2032)
11.3 India
11.3.1 Historical Trend (2018-2023)
11.3.2 Forecast Trend (2024-2032)
11.4 ASEAN
11.4.1 Historical Trend (2018-2023)
11.4.2 Forecast Trend (2024-2032)
11.5 Australia
11.5.1 Historical Trend (2018-2023)
11.5.2 Forecast Trend (2024-2032)
11.6 Others
12 Latin America Customer Relationship Management Market Analysis
12.1 Brazil
12.1.1 Historical Trend (2018-2023)
12.1.2 Forecast Trend (2024-2032)
12.2 Argentina
12.2.1 Historical Trend (2018-2023)
12.2.2 Forecast Trend (2024-2032)
12.3 Mexico
12.3.1 Historical Trend (2018-2023)
12.3.2 Forecast Trend (2024-2032)
12.4 Others
13 Middle East and Africa Customer Relationship Management Market Analysis
13.1 Saudi Arabia
13.1.1 Historical Trend (2018-2023)
13.1.2 Forecast Trend (2024-2032)
13.2 United Arab Emirates
13.2.1 Historical Trend (2018-2023)
13.2.2 Forecast Trend (2024-2032)
13.3 Nigeria
13.3.1 Historical Trend (2018-2023)
13.3.2 Forecast Trend (2024-2032)
13.4 South Africa
13.4.1 Historical Trend (2018-2023)
13.4.2 Forecast Trend (2024-2032)
13.5 Others
14 Market Dynamics
14.1 SWOT Analysis
14.1.1 Strengths
14.1.2 Weaknesses
14.1.3 Opportunities
14.1.4 Threats
14.2 Porter's Five Forces Analysis
14.2.1 Supplier's Power
14.2.2 Buyer's Power
14.2.3 Threat of New Entrants
14.2.4 Degree of Rivalry
14.2.5 Threat of Substitutes
14.3 Key Indicators for Demand
14.4 Key Indicators for Price
15 Competitive Landscape
15.1 Market Structure
15.2 Company Profiles
15.2.1 Microsoft Corp.
15.2.1.1 Company Overview
15.2.1.2 Product Portfolio
15.2.1.3 Demographic Reach and Achievements
15.2.1.4 Certifications
15.2.2 Oracle Corporation
15.2.2.1 Company Overview
15.2.2.2 Product Portfolio
15.2.2.3 Demographic Reach and Achievements
15.2.2.4 Certifications
15.2.3 SAP SE
15.2.3.1 Company Overview
15.2.3.2 Product Portfolio
15.2.3.3 Demographic Reach and Achievements
15.2.3.4 Certifications
15.2.4 Pegasystems Inc.
15.2.4.1 Company Overview
15.2.4.2 Product Portfolio
15.2.4.3 Demographic Reach and Achievements
15.2.4.4 Certifications
15.2.5 Salesforce.com, Inc.
15.2.5.1 Company Overview
15.2.5.2 Product Portfolio
15.2.5.3 Demographic Reach and Achievements
15.2.5.4 Certifications
15.2.6 Infor
15.2.6.1 Company Overview
15.2.6.2 Product Portfolio
15.2.6.3 Demographic Reach and Achievements
15.2.6.4 Certifications
16 Key Trends and Developments in the Market
List of Key Figures and Tables
1. Global Customer Relationship Management Market: Key Industry Highlights, 2018 and 2032
2. Global Customer Relationship Management Historical Market: Breakup by Revenue Distribution (USD Million), 2018-2023
3. Global Customer Relationship Management Market Forecast: Breakup by Revenue Distribution (USD Million), 2024-2032
4. Global Customer Relationship Management Historical Market: Breakup by Region (USD Million), 2018-2023
5. Global Customer Relationship Management Market Forecast: Breakup by Region (USD Million), 2024-2032
6. North America Customer Relationship Management Historical Market: Breakup by Country (USD Million), 2018-2023
7. North America Customer Relationship Management Market Forecast: Breakup by Country (USD Million), 2024-2032
8. Europe Customer Relationship Management Historical Market: Breakup by Country (USD Million), 2018-2023
9. Europe Customer Relationship Management Market Forecast: Breakup by Country (USD Million), 2024-2032
10. Asia Pacific Customer Relationship Management Historical Market: Breakup by Country (USD Million), 2018-2023
11. Asia Pacific Customer Relationship Management Market Forecast: Breakup by Country (USD Million), 2024-2032
12. Latin America Customer Relationship Management Historical Market: Breakup by Country (USD Million), 2018-2023
13. Latin America Customer Relationship Management Market Forecast: Breakup by Country (USD Million), 2024-2032
14. Middle East and Africa Customer Relationship Management Historical Market: Breakup by Country (USD Million), 2018-2023
15. Middle East and Africa Customer Relationship Management Market Forecast: Breakup by Country (USD Million), 2024-2032
16. Global Customer Relationship Management Market Structure

Companies Mentioned

  • Salesforce.com Inc.
  • Microsoft Corp.
  • Oracle Corporation
  • SAP
  • Pegasystems Inc.
  • Infor

Methodology

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