+353-1-416-8900REST OF WORLD
+44-20-3973-8888REST OF WORLD
1-917-300-0470EAST COAST U.S
1-800-526-8630U.S. (TOLL FREE)

PRINTER FRIENDLY

Customer Relationship Management (CRM) Software: Global Markets

  • ID: 5014075
  • Report
  • April 2020
  • Region: Global
  • 127 Pages
  • BCC Research
1 of 5

FEATURED COMPANIES

  • Adobe Inc.
  • Infor
  • Oracle Corp.
  • Pipeliner Crm
  • SAP
  • Verint Systems Inc.
  • MORE

Report Scope:

This report provides an in-depth analysis of the CRM software market and its segments, including solutions, applications, end-users, and regions. The solutions considered in this report are divided into two parts namely, software and services. The services are again divided into three main types: consulting, implementation, and training and support. The report discusses the different applications of CRM software to derive specific market estimations. The types of applications include sales, marketing, eCommerce, and customer services and support.

In terms of deployment, two main types of deployment, on-premises, and cloud CRM, are considered. The CRM software adoption is segregated on the basis of organizational size as well. The end-user segment comprises BFSI, healthcare, retail, IT and telecom, higher education, manufacturing, nonprofit, government, and others (such as energy and utility, media and entertainment, travel and hospitality, and agriculture). The region-level study includes North America, Europe, Asia-Pacific, Middle East, and Africa, and Latin America.

Report Includes:

  • 81 data tables and 16 additional tables
  • A brief outline of the global market for Customer Relationship Management (CRM) software/solutions
  • Analyses of the global market trends, with historical data from 2018, 2019, and projections of compound annual growth rates (CAGRs) for a five-year forecast through 2024
  • Discussion of key underlying trends (both current and emerging) related to this technology, industry overview, regional factors, and govt. enforced regulations that shape and influence the overall market dynamics
  • Assessment of the global competitive landscape with an analysis of market positing and market shares, as well as strategies for key solution providers of CRM software and related cloud computing technologies
  • Identification of viable technology drivers through a comprehensive look at various forms of CRM software, application industries, and adoption of CRM solutions across a broad spectrum of industry verticals
  • Patent analysis with data corresponding to CRM software design innovations, developments, and deployments
  • Evaluation of current market size, market forecast, and market share analysis of the leading players of the industry
  • Detailed company profiles of the market-leading corporations including Adobe Inc., Hubspot Inc., Microsoft Corp.,  Pegasystems Inc., Verint Systems Inc., and Zoho Corp.
Note: Product cover images may vary from those shown
2 of 5

FEATURED COMPANIES

  • Adobe Inc.
  • Infor
  • Oracle Corp.
  • Pipeliner Crm
  • SAP
  • Verint Systems Inc.
  • MORE

Chapter 1 Introduction

  • Components of CRM
  • Study Goals and Objectives
  • Reasons for Doing This Study
  • Scope of the Report
  • Research Methodology
  • Intended Audience
  • Geographical Breakdown
  • Analysts’ Credentials
  • Custom Research
  • Related Reports

Chapter 2 Summary and Highlights

Chapter 3 Market Overview

  • Market Dynamics of the CRM Software Market
  • Market Drivers
  • Market Restraints
  • Market Opportunities
  • Market Challenges
  • CRM Software Trends
  • Age of Customer Experience
  • The Role of Artificial Intelligence (AI)
  • Mobile CRM
  • Socialization through CRM
  • CRM is More User-Friendly
  • CRM Will Not Live in Vacuum
  • Channel-less CRM
  • Regulatory Compliance
  • General Data Protection Regulation (GDPR)
  • Health Insurance Portability and Accountability Act (HIPAA) Compliance
  • Social CRM
  • Use Cases of Social CRM

Chapter 4 Market Breakdown by Solution

  • Introduction
  • Software
  • Services

Chapter 5 Market Breakdown by Application

  • Introduction
  • Sales
  • Marketing
  • eCommerce
  • Customer Services and Support
  • Others

Chapter 6 Market Breakdown by Deployment Mode

  • Introduction
  • On-premise
  • Cloud

Chapter 7 Market Breakdown by Organization Size

  • Introduction
  • Large Enterprises
  • SMEs

Chapter 8 Market Breakdown by End User

  • Introduction
  • BFSI
  • Healthcare
  • Retail
  • IT and Telecom
  • Higher Education
  • Manufacturing
  • Nonprofits
  • Government
  • Others

Chapter 9 Market Breakdown by Region

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

Chapter 10 Competitive Analysis

  • Market Share Analysis
  • Key Market Developments

Chapter 11 Company Profiles

  • Adobe Inc.
  • Creatio
  • Hubspot Inc.
  • Infor
  • Microsoft Corp.
  • Nice Systems, Ltd.
  • Oracle Corp.
  • Pegasystems Inc.
  • Pipedrive Inc
  • Pipeliner Crm
  • Sage Group
  • Salesforce
  • SAP
  • Servicenow Inc.
  • Sugarcrm Inc.
  • Verint Systems Inc.
  • Zendesk, Inc.
  • Zoho Corp.

Chapter 12 Appendix: List of Acronyms

List of Tables
Summary Table: Global Market for CRM Software, by Region, 2018-2024
Table 1: Global Market for CRM Software, by Solution, Through 2024
Table 2: Global Market for CRM Software, by Region, Through 2024
Table 3: Global Market for CRM Software, by Type of Service, Through 2024
Table 4: Global Market for CRM Software for Consulting Services, by Region, Through 2024
Table 5: Global Market for CRM Software for Implementation Services, by Region, Through 2024
Table 6: Global Market for CRM Software for Training and Support Services, by Region, Through 2024
Table 7: Global Market for CRM Software, by Application, Through 2024
Table 8: Global Market for CRM Software in Sales Applications, by Region, Through 2024
Table 9: Global Market for CRM Software in Marketing Applications, by Region, Through 2024
Table 10: Global Market for CRM Software in eCommerce Applications, by Region, Through 2024
Table 11: Global Market for CRM Software in Customer Service and Support Applications, by Region, Through 2024
Table 12: Global Market for CRM Software in Other Applications, by Region, Through 2024
Table 13: Global Market for CRM Software, by Deployment Mode, Through 2024
Table 14: Global Market for On-premise Deployment of CRM Software, by Region, Through 2024
Table 15: Global Market for Cloud Deployment of CRM Software, by Region, Through 2024
Table 16: Global Market for CRM Software, by Organization Size, Through 2024
Table 17: Global Market for CRM Software for Large Enterprises, by Region, Through 2024
Table 18: Global Market for CRM Software for SMEs, by Region, Through 2024
Table 19: Global Market for CRM Software, by End User, Through 2024
Table 20: Global Market for CRM Software in the BFSI Industry, by Region, Through 2024
Table 21: Global Market for CRM Software in the Healthcare Industry, by Region, Through 2024
Table 22: Global Market for CRM Software in the Retail Industry, by Region, Through 2024
Table 23: Global Market for CRM Software in the IT and Telecom Industry, by Region, Through 2024
Table 24: Global Market for CRM Software in Higher Education, by Region, Through 2024
Table 25: Global Market for CRM Software in the Manufacturing Industry, by Region, Through 2024
Table 26: Global Market for CRM Software for Nonprofit End Users, by Region, Through 2024
Table 27: Global Market for CRM Software for Government End Users, by Region, Through 2024
Table 28: Global Market for CRM Software for Other End Users, by Region, Through 2024
Table 29: North American Market for CRM Software, by Solution, Through 2024
Table 30: North American Market for CRM Software, by Service, Through 2024
Table 31: North American Market for CRM Software, by Application, Through 2024
Table 32: North American Market for CRM Software, by Deployment Mode, Through 2024
Table 33: North American Market for CRM Software, by Organization Size, Through 2024
Table 34: North American Market for CRM Software, by End User, Through 2024
Table 35: North American Market for CRM Software, by Country, Through 2024
Table 36: European Market for CRM Software, by Solution, Through 2024
Table 37: European Market for CRM Software, by Type of Service, Through 2024
Table 38: European Market for CRM Software, by Application, Through 2024
Table 39: European Market for CRM Software, by Deployment Mode, Through 2024
Table 40: European Market for CRM Software, by Organization Size, Through 2024
Table 41: European Market for CRM Software, by End User, Through 2024
Table 42: European Market for CRM Software, by Country/Region, Through 2024
Table 43: Asia-Pacific Market for CRM Software, by Solution, Through 2024
Table 44: Asia-Pacific Market for CRM Software, by Type of Service, Through 2024
Table 45: Asia-Pacific Market for CRM Software, by Application, 2018-2024
Table 46: Asia-Pacific Market for CRM Software, by Deployment Mode, Through 2024
Table 47: Asia-Pacific Market for CRM Software, by Organization Size, Through 2024
Table 48: Asia-Pacific Market for CRM Software, by End User, Through 2024
Table 49: Asia-Pacific Market for CRM Software, by Country/Region, Through 2024
Table 50: Middle East and African Market for CRM Software, by Solution, Through 2024
Table 51: Middle East and African Market for CRM Software, by Type of Service, Through 2024
Table 52: Middle East and African Market for CRM Software, by Application, Through 2024
Table 53: Middle East and African Market for CRM Software, by Deployment Mode, Through 2024
Table 54: Middle East and African Market for CRM Software, by Organization Size, Through 2024
Table 55: Middle East and African Market for CRM Software, by End User, Through 2024
Table 56: Middle East and African Market for CRM Software, by Region, Through 2024
Table 57: Latin American Market for CRM Software, by Solution, Through 2024
Table 58: Latin American Market for CRM Software, by Type of Service, Through 2024
Table 59: Latin American Market for CRM Software, by Application, Through 2024
Table 60: Latin American Market for CRM Software, by Deployment Mode, Through 2024
Table 61: Latin American Market for CRM Software, by Organization Size, Through 2024
Table 62: Latin American Market for CRM Software, by End User, Through 2024
Table 63: Latin America Market for CRM Software, by Country, Through 2024
Table 64: Key Strategies Used by Companies in the Global CRM Software Market, January 2017 to March 2020
Table 65: Adobe Inc.: Net Revenue, 2017-2019
Table 66: Adobe Inc.: Key Developments
Table 67: Creatio: Net Revenue, 2019
Table 68: Creatio: Key Developments
Table 69: HubSpot Inc.: Net Revenue, 2016-2018
Table 70: HubSpot Inc.: Key Developments
Table 71: Infor: Net Revenue, 2017-2019
Table 72: Infor: Key Developments
Table 73: Microsoft Corp.: Net Revenue, 2017-2019
Table 74: Microsoft Corp.: Key Developments
Table 75: Nice Systems Ltd.: Net Revenue, 2016-2018
Table 76: Oracle Corp.: Net Revenue, 2017-2019
Table 77: Oracle Corp.: Key Developments
Table 78: Pegasystems Inc.: Net Revenue, 2016-2018
Table 79: Pegasystems Inc.: Key Developments
Table 80: Sage Group: Net Revenue, 2017-2019
Table 81: Sage Group: Key Developments
Table 82: Salesforce.com: Net Revenue, 2017-2019
Table 83: Salesforce.com: Key Developments
Table 84: SAP: Net Revenue, 2016-2018
Table 85: SAP: Key Developments
Table 86: ServiceNow Inc.: Net Revenue, 2017-2019
Table 87: ServiceNow Inc.: Key Developments
Table 88: SugarCRM: Net Revenue, 2019
Table 89: SugarCRM: Key Developments
Table 90: Verint Systems Inc.: Net Revenue, 2017-2019
Table 91: Verint Systems Inc.: Key Developments
Table 92: Zendesk Inc.: Net Revenue, 2017-2019
Table 93: Zendesk Inc.: Key Developments
Table 94: Zoho Corp.: Net Revenue, 2019
Table 95: Zoho Corp.: Key Developments
Table 96: List of Acronyms

List of Figures
Summary Figure: Global Market Share for CRM Software, by Region, 2019
Figure 1: Components of CRM
Figure 2: Market Dynamics of the CRM Software Market
Figure 3: CRM Software Programs
Figure 4: CRM Software Marketing Tools
Figure 5: Sales Quotas of Companies Using CRM and Without Using Mobile CRM
Figure 6: Cloud-Based CRM Adoption 2008 Vs 2019
Figure 7: CRM Software Market Trends
Figure 8: Social CRM Use Cases for Marketing
Figure 9: Social CRM Use Cases for Customer Service
Figure 10: Social CRM Use Cases for Sales
Figure 11: Global Market for CRM Software, by Solution, 2018-2024
Figure 12: Global Market for CRM Software, by Application, 2018-2024
Figure 13: Global Market for CRM Software, by Deployment Mode, 2018-2024
Figure 14: Global Market for CRM Software, by Organization Size, 2018-2024
Figure 15: Global Market for CRM Software, by End User, 2018-2024
Figure 16: Global Market for CRM Software, by Region
Figure 17: Global Market for CRM Software, by Region, 2019 and 2024
Figure 18: Global Market Shares for CRM Software, by Vendor, 2018
Figure 19: Adobe Inc.: Sales Shares, by Business Segment, 2019
Figure 20: HubSpot Inc.: Sales Shares, by Business Segment, 2018
Figure 21: Infor: Sales Shares, by Business Segment, 2019
Figure 22: Microsoft Corp.: Sales Shares, by Business Segment, 2019
Figure 23: Nice Systems Ltd.: Sales Shares, by Business Segment, 2018
Figure 24: Oracle Corp.: Sales Shares, by Business Segment, 2019
Figure 25: Pegasystems Inc.: Sales Shares, by Business Segment, 2018
Figure 26: Sage Group: Sales Shares, by Business Segment, 2019
Figure 27: Salesforce.com: Sales Shares, by Business Segment, 2019
Figure 28: SAP: Sales Shares, by Business Segment, 2018
Figure 29: ServiceNow Inc.: Sales Shares, by Business Segment, 2019
Figure 30: Verint Systems Inc.: Sales Shares, by Business Segment, 2019
Figure 31: Zendesk Inc.: Sales Shares, by Business Segment, 2019

Note: Product cover images may vary from those shown
3 of 5

Loading
LOADING...

4 of 5

FEATURED COMPANIES

  • Adobe Inc.
  • Infor
  • Oracle Corp.
  • Pipeliner Crm
  • SAP
  • Verint Systems Inc.
  • MORE

CRM is used to manage relations with current and future customers. The market for CRM software has demonstrated continued growth over the last decade and is expected to grow manifold over the next decade. The primary objective of CRM is to cater to customers better, increase customer retention and improve sales revenue. Previously, CRM has been majorly adopted by large enterprises only, but nowadays due to the advent of many pay-per-use SaaS (Software-as-a-Service), CRMs have democratized their implementation in small businesses globally as well.

There is a correspondence between the sales performance of any company and CRM adoption rates. According to a Sales Operations Optimization Study by Miller Heiman Group, “companies with CRM adoption rates of ≤75% have poorer sales teams’ performance. It manifests in a lower win rate of forecast sales opportunities and a lower quota attainment rate as compared to sales organizations with a higher CRM adoption rate.” Thus, hands-on training on custom-built CRM functionality is necessary to ensure all-around CRM adoption and ultimately to improve sales revenue.

The key drivers responsible for the growth of the CRM market includes factors like demand for improvement in customer experience, better customer retention and acquisition, lead management, the voice of the customer, and field management. The CRM market comprises a wide range of supplier bases ranging from regional to global vendors who are offering solutions specific to business requirements. CRM platforms are able to seamlessly operate across various business functions such as sales, marketing, customer support, and various channels including mobile and social media.

Note: Product cover images may vary from those shown
5 of 5
  • Adobe Inc.
  • Creatio
  • Hubspot Inc.
  • Infor
  • Microsoft Corp.
  • Nice Systems, Ltd.
  • Oracle Corp.
  • Pegasystems Inc.
  • Pipedrive Inc
  • Pipeliner Crm
  • Sage Group
  • Salesforce
  • SAP
  • Servicenow Inc.
  • Sugarcrm Inc.
  • Verint Systems Inc.
  • Zendesk, Inc.
  • Zoho Corp.
Note: Product cover images may vary from those shown
Adroll
adroll