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Customer Relationship Management (CRM) Software - Global Market Trajectory & Analytics

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    Report

  • 1296 Pages
  • October 2022
  • Region: Global
  • Global Industry Analysts, Inc
  • ID: 2707969

Global Customer Relationship Management (CRM) Software Market to Reach $123.8 Billion by 2027

Amid the COVID-19 crisis, the global market for Customer Relationship Management (CRM) Software estimated at US$55.3 Billion in the year 2020, is projected to reach a revised size of US$123.8 Billion by 2027, growing at a CAGR of 12.2% over the period 2020-2027. SMEs, one of the segments analyzed in the report, is projected to record 15.8% CAGR and reach US$58 Billion by the end of the analysis period. Taking into account the ongoing post pandemic recovery, growth in the Large Enterprises segment is readjusted to a revised 9.6% CAGR for the next 7-year period.

The U.S. Market is Estimated at $27.4 Billion, While China is Forecast to Grow at 17.2% CAGR

The Customer Relationship Management (CRM) Software market in the U.S. is estimated at US$27.4 Billion in the year 2020. China, the world's second largest economy, is forecast to reach a projected market size of US$11.3 Billion by the year 2027 trailing a CAGR of 17.2% over the period 2020 to 2027. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 10.2% and 11.3% respectively over the 2020-2027 period. Within Europe, Germany is forecast to grow at approximately 10.8% CAGR.

Select Competitors (Total 428 Featured)

  • Acoustic, L.P.
  • Adobe Systems Incorporated
  • Concentrix Corporation
  • Huawei Technologies Co., Ltd.
  • HubSpot, Inc.
  • Infor Global Solutions, Inc.
  • Microsoft Corporation
  • NICE Ltd.
  • Oracle Corporation
  • Pegasystems Inc.
  • Salesforce.com, Inc.
  • SAP SE
  • SAS Institute Inc.
  • SugarCRM Inc.
  • The Sage Group Plc
  • Verint Systems, Inc.
  • Zendesk, Inc.
  • Zoho Corporation Pvt. Ltd.

What's New for 2022?

  • Global competitiveness and key competitor percentage market shares
  • Market presence across multiple geographies - Strong/Active/Niche/Trivial
  • Online interactive peer-to-peer collaborative bespoke updates
  • Access to a digital archives and Research Platform
  • Complimentary updates for one year
Frequently Asked Questions about the Global Market for Customer Relationship Management (CRM) Software

What is the estimated value of the Global Market for Customer Relationship Management (CRM) Software?

The Global Market for Customer Relationship Management (CRM) Software was estimated to be valued at $55.3 Billion in 2020.

What is the growth rate of the Global Market for Customer Relationship Management (CRM) Software?

The growth rate of the Global Market for Customer Relationship Management (CRM) Software is 12.2%, with an estimated value of $123.8 Billion by 2027.

What is the forecasted size of the Global Market for Customer Relationship Management (CRM) Software?

The Global Market for Customer Relationship Management (CRM) Software is estimated to be worth $123.8 Billion by 2027.

Who are the key companies in the Global Market for Customer Relationship Management (CRM) Software?

Key companies in the Global Market for Customer Relationship Management (CRM) Software include Acoustic, L.P., Adobe Systems Incorporated, Concentrix Corporation, Huawei Technologies Co., Ltd., HubSpot, Inc., Infor Global Solutions, Inc., Microsoft Corporation, NICE Ltd. and Pegasystems Inc..

Table of Contents

I. METHODOLOGYII. EXECUTIVE SUMMARY
1. MARKET OVERVIEW
  • Impact of COVID-19 Pandemic and Looming Global Recession
  • 2020 Marked as a Year of Disruption & Transformation
  • As the Race between the Virus & Vaccines Intensifies, Where is the World Economy Headed?
  • Exhibit 1: World Economic Growth Projections (Real GDP, Annual % Change) for 2020 through 2022
  • Pandemic-Led Changes in Business Operations Necessitate Optimization of CRM Solutions
  • CRM Helps Businesses Manage the COVID-19 Crisis
  • CRM Remains an Important Tool for Businesses During the COVID-19 Pandemic
  • Competitive Landscape
  • Exhibit 2: Customer Relationship Management (CRM) Software - Global Key Competitors Percentage Market Share in 2022 (E)
  • Exhibit 3: CRM Marketing Software Market Breakdown of Revenues by Leading Vendors for 2022 (E)
  • Exhibit 4: CRM Sales Software Market Breakdown of Revenues by Leading Vendors for 2022 (E)
  • Competitive Market Presence - Strong/Active/Niche/Trivial for 74 Players Worldwide in 2022 (E)
  • An Introduction to Customer Relationship Management (CRM)
  • Evolution of CRM
  • Types of CRM
  • Deployment Options in CRM
  • On-Premise CRM
  • Software-as-a-Service (SaaS) CRM
  • Benefits of CRM Strategy
  • Disadvantages of CRM Implementations
  • CRM Application in Select End-Use Sectors
  • CRM Ecosystem
  • CRM Emerges as an Effective Approach to Create and Maintain Strong Customer Relations
  • CRM Software: The Key Enabler of Efficient CRM Strategy
  • Customer-Centric Operations Drives Increased Spending on CRM Software
  • Developed Regions Lead, Developing Economies Poised for Strong Future Growth
  • World Brands
  • Recent Market Activity
2. FOCUS ON SELECT PLAYERS
3. MARKET TRENDS & DRIVERS
  • Traditional CRM Software Gives Way to New Age Software Solutions
  • CRM Trends Set to Drive Innovations in the CRM Software Market
  • Smarter CRM Based on AI
  • CRM with Conversational UI and Voice Recognition
  • Advancements in Process Automation
  • Data Integration
  • Integration of IoT Devices Benefitting the CRM
  • Blockchain: Potential to Enhance Transparency & Security
  • Hyper Individualization
  • Ongoing Expansion of the CRM Platform Market
  • Social CRM Continues to Witness Growth
  • Enhanced Mobility for CRM Software
  • CRM to Gain a Thorough Understanding of Customer Behavior
  • Connecting Every Business Aspect to CRM
  • Every Team Relying on CRM Tools
  • Growing Role of CRM in Customer Experience
  • Emergence of Channel-less CRM
  • Self-Service CRM is Expected to Become a Norm
  • CRM for Freelancers and Solo Entrepreneurs
  • Sophisticated CRM can Prevent Tech Stack Fatigue
  • CRM Automates Business Workflows
  • Usability
  • AI and Machine Learning Poised to Transform CRM Software Marketspace
  • Exhibit 5: AI Adoption Presents Opportunities to Reduce Costs: Cost Savings through AI Adoption in CRM in the US for 2017, 2019 and 2021
  • AI Integration with CRM Presents Opportunities
  • IoT & Blockchain, the Two Key Game Changer Technologies for CRM
  • Growing Role of Big Data in CRM
  • Social CRM: The Next Sought After Functionality in CRM Software Market
  • Exhibit 6: Social Media Penetration Worldwide: % of Active Users Compared to Total Population for 2022E
  • Exhibit 7: Social Media Users Penetration (in %) by Generation
  • Mobile CRM Continues to Gain Momentum
  • Rising Adoption of Mobile Devices and Developments in Mobile Internet Fuels Take Mobile CRM Software Market
  • Exhibit 8: Worldwide Shipments of Smartphones, Tablets, and Laptops (in Million Units) for the Years 2019, 2021 and 2023
  • Exhibit 9: Adoption Rate of Smartphones as a % of Total Population: 2016-2021
  • Exhibit 10: Global Number of Mobile Subscribers (In Billion) for Years 2018 Through 2023
  • Customer Service and Support Continues to Lead the Global CRM Software Market
  • Rising Importance of CRM in Enhancing Customer Experience
  • Exhibit 11: Customer Reaction to Poor Customer Experience: % Breakdown of Customers by Type of Reaction to Negative Experience
  • Marketing: The High Growth Application Market for CRM Software
  • Exhibit 12: Email Marketing Emerges as a Preferred Marketing Tool: % of Companies Looking to Increase Spending on Marketing Programs
  • Cloud Technology Optimally Positioned to Deliver CRM Software On-Demand
  • Cloud-based SaaS CRM: Playing a Vital Part in Enabling Low-Cost CRM Strategy
  • CRM Technology Advancements Present Tremendous Potential to Improve Business Operations
  • Sales Force Automation Software: The Traditional Revenue Contributor
  • Rising Prominence of CRM Software for E-Commerce Businesses
  • Exhibit 13: Global B2C E-Commerce Sales in US$ Trillion for the Years 2019, 2020, 2021, 2022, 2023, 2024, and 2025
  • Exhibit 14: Retail M-Commerce Sales as % of Retail E-commerce Sales Worldwide for the Years 2016, 2018, 2020 & 2022
  • Top CRM Software for E-Commerce Sector: 2018
  • CRM Software Gains Prominence in Life Sciences Sector
  • Pharmaceutical CRM: Increasing Number of Pharma Companies Drive Growth
  • Healthcare CRM Market Poised for Growth
  • SMEs: The Most Lucrative Consumer Cluster for SaaS CRM
  • CRM Outsourcing Essential for Large-Scale Client Management Needs
  • CRM Analytics Help Organizations Make Faster Decisions
  • Banking & Financial Services Enterprises Prioritize CRM Adoption
  • Insurance Agencies Seek CRM Capability for Effective Collaboration
  • Retail Sector Drives Significant Gains in the CRM Market
  • Key Issues & Challenges Confronting CRM Software Market
4. GLOBAL MARKET PERSPECTIVE
  • Table 1: World Recent Past, Current & Future Analysis for Customer Relationship Management (CRM) Software by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 2: World Historic Review for Customer Relationship Management (CRM) Software by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 3: World 15-Year Perspective for Customer Relationship Management (CRM) Software by Geographic Region - Percentage Breakdown of Value Revenues for USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets for Years 2012, 2021 & 2027
  • Table 4: World Recent Past, Current & Future Analysis for SMEs by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 5: World Historic Review for SMEs by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 6: World 15-Year Perspective for SMEs by Geographic Region - Percentage Breakdown of Value Revenues for USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa for Years 2012, 2021 & 2027
  • Table 7: World Recent Past, Current & Future Analysis for Large Enterprises by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 8: World Historic Review for Large Enterprises by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 9: World 15-Year Perspective for Large Enterprises by Geographic Region - Percentage Breakdown of Value Revenues for USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa for Years 2012, 2021 & 2027
  • Table 10: World Recent Past, Current & Future Analysis for Cloud by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 11: World Historic Review for Cloud by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 12: World 15-Year Perspective for Cloud by Geographic Region - Percentage Breakdown of Value Revenues for USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa for Years 2012, 2021 & 2027
  • Table 13: World Recent Past, Current & Future Analysis for On-Premise by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 14: World Historic Review for On-Premise by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 15: World 15-Year Perspective for On-Premise by Geographic Region - Percentage Breakdown of Value Revenues for USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa for Years 2012, 2021 & 2027
  • Table 16: World Recent Past, Current & Future Analysis for Sales by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 17: World Historic Review for Sales by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 18: World 15-Year Perspective for Sales by Geographic Region - Percentage Breakdown of Value Revenues for USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa for Years 2012, 2021 & 2027
  • Table 19: World Recent Past, Current & Future Analysis for Marketing by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 20: World Historic Review for Marketing by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 21: World 15-Year Perspective for Marketing by Geographic Region - Percentage Breakdown of Value Revenues for USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa for Years 2012, 2021 & 2027
  • Table 22: World Recent Past, Current & Future Analysis for Manufacturing by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 23: World Historic Review for Manufacturing by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 24: World 15-Year Perspective for Manufacturing by Geographic Region - Percentage Breakdown of Value Revenues for USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa for Years 2012, 2021 & 2027
  • Table 25: World Recent Past, Current & Future Analysis for Customer Service by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 26: World Historic Review for Customer Service by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 27: World 15-Year Perspective for Customer Service by Geographic Region - Percentage Breakdown of Value Revenues for USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa for Years 2012, 2021 & 2027
  • Table 28: World Recent Past, Current & Future Analysis for Social Networking by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 29: World Historic Review for Social Networking by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 30: World 15-Year Perspective for Social Networking by Geographic Region - Percentage Breakdown of Value Revenues for USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa for Years 2012, 2021 & 2027
  • Table 31: World Recent Past, Current & Future Analysis for Supply Chain by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 32: World Historic Review for Supply Chain by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 33: World 15-Year Perspective for Supply Chain by Geographic Region - Percentage Breakdown of Value Revenues for USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa for Years 2012, 2021 & 2027
  • Table 34: World Recent Past, Current & Future Analysis for Distribution by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 35: World Historic Review for Distribution by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 36: World 15-Year Perspective for Distribution by Geographic Region - Percentage Breakdown of Value Revenues for USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa for Years 2012, 2021 & 2027
  • Table 37: World Recent Past, Current & Future Analysis for Other Applications by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 38: World Historic Review for Other Applications by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa Markets - Independent Analysis of Annual Revenues in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 39: World 15-Year Perspective for Other Applications by Geographic Region - Percentage Breakdown of Value Revenues for USA, Canada, Japan, China, Europe, Asia-Pacific, Latin America, Middle East and Africa for Years 2012, 2021 & 2027
III. MARKET ANALYSIS
UNITED STATES
  • Customer Relationship Management (CRM) Software Market Presence - Strong/Active/Niche/Trivial - Key Competitors in United States for 2022 (E)
  • Market Overview
  • Mobile CRM Continues to Make Healthy Gains
  • US Real Estate Enterprises Prefer CRM
  • CRM Software Comes Handy to Treatment Centers
  • Market Analytics
CANADAJAPAN
CHINA
  • Market Overview
  • Market Analytics
EUROPE
  • Customer Relationship Management (CRM) Software Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Europe for 2022 (E)
  • Market Analytics
FRANCEGERMANYITALYUNITED KINGDOMSPAINRUSSIAREST OF EUROPE
ASIA-PACIFIC
  • Customer Relationship Management (CRM) Software Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Asia-Pacific for 2022 (E)
  • Market Overview
  • Market Analytics
AUSTRALIA
INDIA
  • Market Overview
  • Exhibit 15: Indian CRM Software Market Breakdown by Leading Solutions for 2021
  • Market Analytics
SOUTH KOREAREST OF ASIA-PACIFICLATIN AMERICAARGENTINABRAZILMEXICOREST OF LATIN AMERICAMIDDLE EASTIRANISRAELSAUDI ARABIAUNITED ARAB EMIRATESREST OF MIDDLE EASTAFRICA
IV. COMPETITION
  • Total Companies Profiled: 428

Companies Mentioned

A selection of companies mentioned in this report includes:

  • Acoustic, L.P.
  • Adobe Systems Incorporated
  • Concentrix Corporation
  • Huawei Technologies Co., Ltd.
  • HubSpot, Inc.
  • Infor Global Solutions, Inc.
  • Microsoft Corporation
  • NICE Ltd.
  • Oracle Corporation
  • Pegasystems Inc.
  • Salesforce.com, Inc.
  • SAP SE
  • SAS Institute Inc.
  • SugarCRM Inc.
  • The Sage Group Plc
  • Verint Systems, Inc.
  • Zendesk, Inc.
  • Zoho Corporation Pvt. Ltd.