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Customer Relationship Management Market Size, Share & Trends Analysis Report by Solution, by Deployment, by Enterprise Size, by End Use, by Region, and Segment Forecasts, 2020 - 2027

  • ID: 4240422
  • Report
  • April 2020
  • Region: Global
  • 112 pages
  • Grand View Research

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FEATURED COMPANIES

  • Adobe Systems Inc.
  • Creatio
  • Insightly, Inc
  • Microsoft Corporation
  • Netsuite Inc.
  • Oracle Corporation
  • MORE
The global customer relationship management market is estimated to reach USD 114.4 billion by 2027, registering a CAGR of 14.2% over the forecast period. The growing demand for novel ways to analyze information, capabilities to aggregate data, and transforming it into better consumer experience is driving the need of customer relationship management (CRM) solutions across industries. Moreover, the merging of CRM, big data, and AI-powered analytics are likely to bridge the gap between customer expectations and company strategies for a better consumer experience.

Customer relationship management solutions have managed to exhibit an impressive adoption and growth rate in the last of couple of years despite over 20 years of market presence. This growth trend is attributed to numerous benefits of CRM suites, including operational efficiency, reduced cost of marketing, and the ability to complete sales cycle ‘on the go.’ Companies are now demanding access to customer data in real-time owing to the rapid proliferation of cloud and mobile solutions. Moreover, owing to the increasing penetration of internet and smart mobile devices across the world, service providers are offering Bring Your Own Device (BYOD) solutions, which are expected to boost the customer relationship management solutions in the sales and marketing domain.

Digital optimization to maximize current processes with the help of data and predictive/prescriptive-enabled technologies to develop next best action recommendations using machine learning are becoming two primary drivers of investment and innovation in CRM solutions. For instance, in 2016, Salesforce launched myEinstein services to enable developers and system administrators develop custom AI application. Moreover, the rise in social CRM and mobility has also been driving the growth of a new genre of customer services and relationship management. Many service providers today are offering integrated solutions with various social media platforms such as Facebook, Twitter, and LinkedIn.

Further key findings from the report suggest:
  • Considering the COVID19 pandemic crisis across the globe, the value of leveraging technology such as CRM is likely to grow and thrive in the years to come
  • The CRM analytics segment is anticipated to register the highest CAGR in the coming years owing to the application of artificial intelligence and machine learning along with growing integration of business intelligence and analytics in CRM software
  • Cloud was the most preferred way of deployment of the technology in 2019 and is predicted to maintain its dominance over the next eight years. Connected devices will play a vital role in the changing industry as the demand for mobile applications is increasing
  • The Small & Medium Enterprise (SME) segment is expected to be the fastest growing segment in coming years owing to the increasing number of SMEs worldwide and their need to identify, prioritize, and minimize their business challenges
  • Discrete manufacturing is expected to be the fastest growing segment with the highest CAGR from 2020 to 2027 owing to better sales projection, efficient supply chain, and improved customer services
  • The Asia Pacific regional customer relationship management (CRM) market is expected to experience the highest growth over the forecast period, which can be attributed to the presence of emerging economies such as India and China, who possess large customer base across industry verticals
  • Customer relationship management market comprises of some prominent players such as Salesforce.com; Microsoft; Adobe; SAP; Oracle; SugarCRM; Zoho; Netsuite Inc.; Insightly Inc.; and Creatio. Large vendors are observed acquiring other players to consolidate their market share, and expand their existing portfolio.
Note: Product cover images may vary from those shown

FEATURED COMPANIES

  • Adobe Systems Inc.
  • Creatio
  • Insightly, Inc
  • Microsoft Corporation
  • Netsuite Inc.
  • Oracle Corporation
  • MORE
Chapter 1 Methodology and Scope

1.1 Research Methodology
1.2 Research Scope and Assumptions
1.3 List of Data Sources

Chapter 2 Executive Summary
2.1 Customer Relationship Management Market - Industry Snapshot & Key Buying Criteria, 2016 - 2027
2.2 Global Customer Relationship Management Market, 2016 - 2027 (USD Billion)
2.2.1 Global customer relationship management market, by region, 2016 - 2027
2.2.2 Global customer relationship management market, by solution, 2016 - 2027
2.2.3 Global customer relationship management market, by deployment, 2016 - 2027
2.2.4 Global customer relationship management market, by enterprise size, 2016 - 2027
2.2.5 Global customer relationship management market, by end use, 2016 - 2027

Chapter 3 Customer Relationship Management Industry Outlook
3.1 Market Segmentation & Scope
3.2 Market Size and Growth Prospects
3.3 Customer Relationship Management Market - Value Chain Analysis
3.4 Customer Relationship Management Market Dynamics
3.4.1 Market driver analysis
3.4.1.1 Increasing digitalization of enterprises across industry verticals
3.4.1.2 Penetration of cloud technology and various service models
3.4.2 Market restraint analysis
3.4.2.1 Security and privacy concerns
3.5 Customer Relationship Management Market - Company Market Share Analysis, 2019
3.6 Penetration and Growth Prospect Mapping
3.7 Customer Relationship Management Market - Porter’s Five Forces Analysis
3.8 Customer Relationship Management Market - PESTEL Analysis
3.9 Customer Relationship Management Market - COVID19 Impact Analysis

Chapter 4 Customer Relationship Management Solution Outlook
4.1 Customer Relationship Management Market Share By Solution, 2019
4.2 Customer Service
4.2.1 CRM customer service market, 2016 - 2027
4.3 Customer Experience Management
4.3.1 CRM customer experience management market, 2016 - 2027
4.4 CRM Analytics
4.4.1 CRM analytics market, 2016 - 2027
4.5 Marketing Automation
4.5.1 CRM marketing automation market, 2016 - 2027
4.6 Salesforce Automation
4.6.1 CRM salesforce automation market, 2016 - 2027
4.7 Social Media Monitoring
4.7.1 CRM social media monitoring market, 2016 - 2027
4.8 Others
4.8.1 Other CRM solutions market, 2016 - 2027

Chapter 5 Customer Relationship Management Deployment Outlook
5.1 Customer Relationship Management Market Share By Deployment, 2019
5.2 On-premise
5.2.1 On-premise customer relationship management market, 2016 - 2027
5.3 Cloud
5.3.1 Cloud customer relationship management market, 2016 - 2027

Chapter 6 Customer Relationship Management Enterprise Size Outlook
6.1 Customer Relationship Management Market Share by Enterprise Size, 2019 & 2027
6.2 Large Enterprise
6.2.1 Global customer relationship management market in large enterprise, 2016 - 2027
6.3 Small & Medium Enterprise
6.3.1 Global customer relationship management market in small & medium enterprise, 2016 - 2027

Chapter 7 Customer Relationship Management End Use Outlook
7.1 Customer Relationship Management Market Share By End Use, 2019
7.2 BFSI
7.2.1 Customer relationship management market in BFSI, 2016 - 2027
7.3 Retail
7.3.1 Customer relationship management market in retail, 2016 - 2027
7.4 Healthcare
7.4.1 Customer relationship management market in healthcare, 2016 - 2027
7.5 IT & Telecom
7.5.1 Customer relationship management market in IT & telecom, 2016 - 2027
7.6 Discrete Manufacturing
7.6.1 Customer relationship management market in discrete manufacturing, 2016 - 2027
7.7 Government & Education
7.7.1 Customer relationship management market in government & education, 2016 - 2027
7.8 Others
7.8.1 Customer relationship management market in other applications, 2016 - 2027

Chapter 8 Customer Relationship Management Regional Outlook
8.1 Customer Relationship Management Market Share By Region, 2019
8.2 North America
8.2.1 North America customer relationship management market, by solution, 2016 - 2027
8.2.2 North America customer relationship management market, by deployment, 2016 - 2027
8.2.3 North America customer relationship management market, by enterprise size, 2016 - 2027
8.2.4 North America customer relationship management market, by end use, 2016 - 2027
8.2.4 U.S.
8.2.4.1 U.S. customer relationship management market, by solution, 2016 - 2027
8.2.4.2 U.S. customer relationship management market, by deployment, 2016 - 2027
8.2.4.3 U.S. customer relationship management market, by enterprise size, 2016 - 2027
8.2.4.4 U.S. customer relationship management market, by end use, 2016 - 2027
8.2.5 Canada
8.2.5.1 Canada customer relationship management market, by solution, 2016 - 2027
8.2.5.2 Canada customer relationship management market, by deployment, 2016 - 2027
8.2.5.3 Canada customer relationship management market, by enterprise size, 2016 - 2027
8.2.5.4 Canada customer relationship management market, by end use, 2016 - 2027
8.3 Europe
8.3.1 Europe market customer relationship management, by solution, 2016 - 2027
8.3.2 Europe customer relationship management market, by deployment, 2016 - 2027
8.3.3 Europe customer relationship management market, by enterprise size, 2016 - 2027
8.3.4 Europe market customer relationship management, by end use, 2016 - 2027
8.3.5 U.K.
8.3.5.1 U.K. market customer relationship management, by solution, 2016 - 2027
8.3.5.2 U.K. customer relationship management market, by deployment, 2016 - 2027
8.3.5.3 U.K. customer relationship management market, by enterprise size, 2016 - 2027
8.3.5.4 U.K. market customer relationship management, by end use, 2016 - 2027
8.3.6 Germany
8.3.6.1 Germany market customer relationship management, by solution, 2016 - 2027
8.3.6.2 Germany customer relationship management market, by deployment, 2016 - 2027
8.3.6.3 Germany customer relationship management market, by enterprise size, 2016 - 2027
8.3.6.4 Germany market customer relationship management, by end use, 2016 - 2027
8.4 Asia Pacific
8.4.1 Asia Pacific customer relationship management market, by solution, 2016 - 2027
8.4.2 Asia Pacific customer relationship management market, by deployment, 2016 - 2027
8.4.3 Asia Pacific customer relationship management market, by enterprise size, 2016 - 2027
8.4.4 Asia Pacific customer relationship management market, by end use, 2016 - 2027
8.4.5 China
8.4.5.1 China customer relationship management market, by solution, 2016 - 2027
8.4.5.2 China customer relationship management market, by deployment, 2016 - 2027
8.4.5.3 China customer relationship management market, by enterprise size, 2016 - 2027
8.4.5.4 China customer relationship management market, by end use, 2016 - 2027
8.4.6 India
8.4.6.1 India customer relationship management market, by solution, 2016 - 2027
8.4.6.2 India customer relationship management market, by deployment, 2016 - 2027
8.4.6.3 India customer relationship management market, by enterprise size, 2016 - 2027
8.4.6.4 India customer relationship management market, by end use, 2016 - 2027
8.4.7 Japan
8.4.7.1 Japan customer relationship management market, by solution, 2016 - 2027
8.4.7.2 Japan customer relationship management market, by deployment, 2016 - 2027
8.4.7.3 Japan customer relationship management market, by enterprise size, 2016 - 2027
8.4.7.4 Japan customer relationship management market, by end use, 2016 - 2027
8.5 Latin America
8.5.1 Latin America customer relationship management market, by solution, 2016 - 2027
8.5.2 Latin America customer relationship management market, by deployment, 2016 - 2027
8.5.3 Latin America customer relationship management market, by enterprise size, 2016 - 2027
8.5.4 Latin America customer relationship management market, by end use, 2016 - 2027
8.5.5 Brazil
8.5.5.1 Brazil customer relationship management market, by solution, 2016 - 2027
8.5.5.2 Brazil customer relationship management market, by deployment, 2016 - 2027
8.5.5.3 Brazil customer relationship management market, by enterprise size, 2016 - 2027
8.5.5.4 Brazil customer relationship management market, by end use, 2016 - 2027
8.6 MEA
8.6.1 MEA customer relationship management market, by solution, 2016 - 2027
8.6.2 MEA customer relationship management market, by deployment, 2016 - 2027
8.6.3 MEA customer relationship management market, by enterprise size, 2016 - 2027
8.6.4 MEA customer relationship management market, by end use, 2016 - 2027

Chapter 9 Competitive Landscape
9.1 Salesforce.com, Inc.
9.1.1 Company overview
9.1.2 Financial performance
9.1.3 Product benchmarking
9.1.4 Strategic initiatives
9.2 Microsoft Corporation
9.2.1 Company overview
9.2.2 Financial performance
9.2.3 Product benchmarking
9.2.4 Strategic initiatives
9.3 SAP SE
9.3.1 Company overview
9.3.2 Financial performance
9.3.3 Product benchmarking
9.3.4 Strategic initiatives
9.4 Oracle Corporation
9.4.1 Company overview
9.4.2 Financial performance
9.4.3 Product benchmarking
9.4.4 Strategic initiatives
9.5 Adobe Systems Inc.
9.5.1 Company overview
9.5.2 Financial performance
9.5.3 Product benchmarking
9.5.4 Strategic initiatives
9.6 SugarCRM
9.6.1 Company overview
9.6.2 Financial performance
9.6.3 Product benchmarking
9.6.4 Strategic initiatives
9.7 Zoho Corporation Pvt. Ltd
9.7.1 Company overview
9.7.2 Financial performance
9.7.3 Product benchmarking
9.7.4 Strategic initiatives
9.8 Netsuite Inc.
9.8.1 Company overview
9.8.2 Financial performance
9.8.3 Product benchmarking
9.8.4 Strategic initiatives
9.9 Insightly, Inc
9.9.1 Company overview
9.9.2 Financial performance
9.9.3 Product benchmarking
9.9.4 Strategic initiatives
9.10 Creatio
9.10.1 Company overview
9.10.2 Financial performance
9.10.3 Product benchmarking
9.10.4 Strategic initiatives
9.11 Other Prominent Market Competitors
Note: Product cover images may vary from those shown
  • Salesforce.com, Inc.
  • Microsoft Corporation
  • SAP SE
  • Oracle Corporation
  • Adobe Systems Inc.
  • SugarCRM
  • Zoho Corporation Pvt. Ltd
  • Netsuite Inc.
  • Insightly, Inc
  • Creatio
Note: Product cover images may vary from those shown

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