Customer Relationship Management Market Size, Share, & Trends Report

Customer Relationship Management Market Size, Share, & Trends Analysis Report, By Component, By Solution, By Deployment, By Enterprise Size, By End Use, And Segment Forecasts, 2024 - 2030

Report ID: GVR-1-68038-912-8
Number of Report Pages: 150
Format: PDF, Horizon Databook

Historical Range: 2018 - 2023
Forecast Period: 2023 - 2030
Industry: Technology

Market Segmentation

Customer Relationship Management Component Outlook (Revenue, USD Billion; 2018 - 2030)
- Solution
- Services
Customer Relationship Management Solution Outlook (Revenue, USD Billion; 2018 - 2030)
- Customer Service
- Customer Experience Management
- CRM Analytics
- Marketing Automation
- Salesforce Automation
- Social Media Monitoring
- Others
Customer Relationship Management Deployment Outlook (Revenue, USD Billion; 2018 -2030)
- On-premise
- Cloud
Customer Relationship Management Enterprise Size Outlook (Revenue, USD Billion; 2018 - 2030)
- Large Enterprise
- SME
Customer Relationship Management End Use Outlook (Revenue, USD Billion; 2018 - 2030)
- BFSI
- Retail
- Healthcare
- IT & Telecom
- Discrete Manufacturing
- Government & Education
- Others
Customer Relationship Management Regional Outlook (Revenue, USD Billion; 2018 - 2030)
- North America
  - North America Customer Relationship Management Market, by Component
    - Solution
    - Services
  - North America Customer Relationship Management Market, by Solution
    - Customer Service
    - Customer Experience Management
    - CRM Analytics
    - Marketing Automation
    - Salesforce Automation
    - Social Media Monitoring
    - Others
  - North America Customer Relationship Management Market, by Deployment
    - On-premise
    - Cloud
  - North America Customer Relationship Management Market, by Enterprise Size
    - Large Enterprise
    - SME
  - North America Customer Relationship Management Market, by End Use
    - BFSI
    - Retail
    - Healthcare
    - IT & Telecom
    - Discrete Manufacturing
    - Government & Education
    - Others
  - U.S.
    - U.S. Customer Relationship Management Market, by Component
      - Solution
      - Services
    - U.S. Customer Relationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - U.S. Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - U.S. Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - U.S. Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
  - Canada
    - Canada Customer Relationship Management Market, by Component
      - Solution
      - Services
    - Canada Customer Relationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - Canada Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - Canada Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - Canada Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
  - Mexico
    - Mexico Customer Relationship Management Market, by Component
      - Solution
      - Services
    - Mexico Customer Relationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - Mexico Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - Mexico Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - Mexico Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
- Europe
  - Europe Customer Relationship Management Market, by Component
    - Solution
    - Services
  - Europe Customer Relationship Management Market, by Solution
    - Customer Service
    - Customer Experience Management
    - CRM Analytics
    - Marketing Automation
    - Salesforce Automation
    - Social Media Monitoring
    - Others
  - Europe Customer Relationship Management Market, by Deployment
    - On-premise
    - Cloud
  - Europe Customer Relationship Management Market, by Enterprise Size
    - Large Enterprise
    - SME
  - Europe Customer Relationship Management Market, by End Use
    - BFSI
    - Retail
    - Healthcare
    - IT & Telecom
    - Discrete Manufacturing
    - Government & Education
    - Others
  - U.K.
    - U.K. Customer Relationship Management Market, by Component
      - Solution
      - Services
    - U.K. Customer Relationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - U.K. Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - U.K. Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - U.K. Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
  - Germany
    - Germany Customer Relationship Management Market, by Component
      - Solution
      - Services
    - Germany Customer Relationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - Germany Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - Germany Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - Germany Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
  - France
    - France Customer Relationship Management Market, by Component
      - Solution
      - Services
    - France Customer Relationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - France Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - France Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - France Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
  - Spain
    - Spain Customer Relationship Management Market, by Component
      - Solution
      - Services
    - Spain Customer Relationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - Spain Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - Spain Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - Spain Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
- Asia Pacific
  - Asia Pacific Customer Relationship Management Market, by Component
    - Solution
    - Services
  - Asia Pacific Customer Relationship Management Market, by Solution
    - Customer Service
    - Customer Experience Management
    - CRM Analytics
    - Marketing Automation
    - Salesforce Automation
    - Social Media Monitoring
    - Others
  - Asia Pacific Relationship Management Market, by Deployment
    - On-premise
    - Cloud
  - Asia Pacific Relationship Management Market, by Enterprise Size
    - Large Enterprise
    - SME
  - Asia Pacific Customer Relationship Management Market, by End Use
    - BFSI
    - Retail
    - Healthcare
    - IT & Telecom
    - Discrete Manufacturing
    - Government & Education
    - Others
  - China
    - China Customer Relationship Management Market, by Component
      - Solution
      - Services
    - China Customer Relationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - China Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - China Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - China Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
  - India
    - India Customer Relationship Management Market, by Component
      - Solution
      - Services
    - India Customer Relationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - India Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - India Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - India Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
  - Japan
    - Japan Customer Relationship Management Market, by Component
      - Solution
      - Services
    - Japan CustomerRelationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - Japan Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - Japan Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - Japan Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
  - Australia
    - Australia Customer Relationship Management Market, by Component
      - Solution
      - Services
    - Australia CustomerRelationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - Australia Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - Australia Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - Australia Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
  - New Zealand
    - New Zealand Customer Relationship Management Market, by Component
      - Solution
      - Services
    - New Zealand CustomerRelationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - New Zealand Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - New Zealand Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - New Zealand Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
- South America
  - South America Customer Relationship Management Market, by Component
    - Solution
    - Services
  - South America Customer Relationship Management Market, by Solution
    - Customer Service
    - Customer Experience Management
    - CRM Analytics
    - Marketing Automation
    - Salesforce Automation
    - Social Media Monitoring
    - Others
  - South America Customer Relationship Management Market, by Deployment
    - On-premise
    - Cloud
  - South America Customer Relationship Management Market, by Enterprise Size
    - Large Enterprise
    - SME
  - South America Customer Relationship Management Market, by End Use
    - BFSI
    - Retail
    - Healthcare
    - IT & Telecom
    - Discrete Manufacturing
    - Government & Education
    - Others
  - Brazil
    - Brazil Customer Relationship Management Market, by Component
      - Solution
      - Services
    - Brazil Customer Relationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - Brazil Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - Brazil Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - Brazil Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
- MEA
  - MEA Customer Relationship Management Market, by Component
    - Solution
    - Services
  - MEA Customer Relationship Management Market, by Solution
    - Customer Service
    - Customer Experience Management
    - CRM Analytics
    - Marketing Automation
    - Salesforce Automation
    - Social Media Monitoring
    - Others
  - MEA Customer Relationship Management Market, by Deployment
    - On-premise
    - Cloud
  - MEA Customer Relationship Management Market, by Enterprise Size
    - Large Enterprise
    - SME
  - MEA Customer Relationship Management Market, by End Use
    - BFSI
    - Retail
    - Healthcare
    - IT & Telecom
    - Discrete Manufacturing
    - Government & Education
    - Others
  - UAE
    - UAE Customer Relationship Management Market, by Component
      - Solution
      - Services
    - UAE CustomerRelationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - UAE Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - UAE Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - UAE Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others
  - Saudi Arabia
    - Saudi Arabia Customer Relationship Management Market, by Component
      - Solution
      - Services
    - Saudi Arabia CustomerRelationship Management Market, by Solution
      - Customer Service
      - Customer Experience Management
      - CRM Analytics
      - Marketing Automation
      - Salesforce Automation
      - Social Media Monitoring
      - Others
    - Saudi Arabia Customer Relationship Management Market, by Deployment
      - On-premise
      - Cloud
    - Saudi Arabia Customer Relationship Management Market, by Enterprise Size
      - Large Enterprise
      - SME
    - Saudi Arabia Customer Relationship Management Market, by End Use
      - BFSI
      - Retail
      - Healthcare
      - IT & Telecom
      - Discrete Manufacturing
      - Government & Education
      - Others

Customer Relationship Management Market Dynamics

Drivers: Growing Preference For Software-As-A-Service (SaaS) Solutions Among SMBS

While large firms have invested heavily in IT infrastructure, small and medium-sized businesses (SMBs) have been constrained by budgets. However, as their customer base expands, the need for dedicated IT infrastructure becomes crucial. Cloud-based Software as a Service (SaaS) can offer SMBs easy deployment, flexibility, and improved user experience. For example, Infusion Software Inc. launched Keap, a smart client management software for small businesses in November 2020, enhancing customer service and boosting sales. Large organizations are projected to account for nearly half of all public cloud spending, followed by SMBs. Businesses are increasingly opting for public cloud services over traditional infrastructure and software, resulting in cost savings that can be reinvested in operations like Customer Relationship Management (CRM). SaaS solutions provide several benefits, including seamless system access from any location or device, which is advantageous for large-scale businesses. These solutions are easy to deploy and can be customized to meet changing needs. With companies focusing on automated and customized customer management, the development and deployment of cloud software services are expected to increase significantly in the coming years.

Growing Popularity Of Social CRM

Following Software as a Service (SaaS), social Customer Relationship Management (CRM) is anticipated to be the next in-demand feature due to evolving customer dynamics. Recognizing customer behavior is vital for all organizations. With people spending considerable time on social media platforms like Twitter, Facebook, Pinterest, LinkedIn, and Snapchat, businesses have identified these platforms as opportunities to understand changing customer behavior and their interpretation of product or service information. This aids companies in monitoring and analyzing their market reputation using keywords like brand and company names. Organizations are increasingly emphasizing customer engagement, making it a crucial part of CRM activities. This trend encourages vendors to introduce dedicated solutions for social listening, management, measurement, and monitoring. For example, Zendesk partnered with WhatsApp in November 2020 to enable real-time customer engagement, information sharing, and query resolution on messaging services like Messenger and Instagram. This partnership allows brands to automate common Q&A conversations and build AI-powered workflows using Answer Bot to deflect common questions and request information when escalation to a live agent is needed. A robust CRM platform, like Salesforce, can help organizations strengthen relationships with existing customers and attract new ones. Salesforce’s cloud-based CRM software can help organizations save on IT infrastructure costs while improving efficiency. Salesforce Chatter, Service Cloud, and Sales Cloud are some of the CRM tools that offer multiple software, networking, and cloud capabilities.

Restrains: Cultural Shift Within An Organization

As organizations strive to adopt new, customer-centric models, aligning their existing workforce with these changes proves challenging. Successful adoption of CRM software requires strong management and commitment from senior leadership. Slow adoption rates and insufficient training can hinder this process. Therefore, leaders must choose a CRM solution that aligns with both existing IT strategies and organizational objectives. Over the past two decades, workplaces have undergone significant cultural shifts. With smaller workforces and a growing need for flexibility, businesses are focusing more on their employees’ diverse needs during recruitment to attract top talent. To remain competitive, companies must adopt cultures, procedures, and systems that meet the expectations of a dynamic workforce. While some software companies and startups are known for their flexible corporate culture and workplace benefits, many corporations have not been as proactive. Adequate support from senior leadership in adopting digital innovations is critical for businesses to stay competitive. Failure to do so can disrupt workplace culture and potentially affect employee commitment levels.

What Does This Report Include?

This section will provide insights into the contents included in this customer relationship management market report and help gain clarity on the structure of the report to assist readers in navigating smoothly.

Customer relationship management market qualitative analysis

Industry overview
Industry trends
Market drivers and restraints
Market size
Growth prospects
Porter’s analysis
PESTEL analysis
Key market opportunities prioritized
Competitive landscape
- Company overview
- Financial performance
- Product benchmarking
- Latest strategic developments

Customer relationship management market quantitative analysis

Market size, estimates, and forecast from 2018 to 2030
Market estimates and forecast for product segments up to 2030
Regional market size and forecast for product segments up to 2030
Market estimates and forecast for application segments up to 2030
Regional market size and forecast for application segments up to 2030
Company financial performance

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