Global Customer Relationship Management Software Market Size study, by Component (Software, Services), by Deployment (On-Premises, Cloud), by Enterprise Size (Large Enterprises, SMEs), by Application (Marketing and Sales Automation, Customer Management, L

Global Customer Relationship Management Software Market Size study, by Component (Software, Services), by Deployment (On-Premises, Cloud), by Enterprise Size (Large Enterprises, SMEs), by Application (Marketing and Sales Automation, Customer Management, Lead Generation & Customer Retention, Customer Support and Contact Center, CRM Analytics, Social Media Management), by Vertical (Banking, Financial Services and Insurance (BFSI), Manufacturing, IT and Telecommunications, Retail and Consumer Goods, Healthcare, Government, Transportation and Logistics, Others), and Regional Forecasts 2022-2032

Global Customer Relationship Management Software Market is valued at approximately USD 91.43 billion in 2023 and is anticipated to grow with a healthy growth rate of more than 12.6% over the forecast period 2024-2032. Customer Relationship Management (CRM) software helps enterprises manage, organize, and monitor business operations to improve customer satisfaction. It streamlines customer service processes by providing agents with access to comprehensive customer information and history, enabling faster issue resolution, proactive support, and consistent service delivery across channels. This leads to enhanced service levels and improved customer retention, crucial for sustaining business growth.

The integration of artificial intelligence (AI) and machine learning (ML) technologies into CRM systems is accelerating automation across various processes, including customer service, sales, and marketing. AI-driven chatbots, predictive analytics, and personalized recommendations are becoming standard features, enabling businesses to streamline operations and enhance customer experiences. AI-based software helps organizations understand customers' psychological states and deliver personalized solutions, fostering stronger customer relationships. Furthermore, generative AI algorithms analyze vast amounts of customer data, uncovering patterns and insights that traditional analytics might overlook. By leveraging predictive analytics, CRM systems anticipate customer needs, identify opportunities for cross-selling and upselling, and optimize sales and marketing strategies, thus maximizing ROI. However, the lack of customization, standardization and interoperability issues are challenging the market growth throughout the forecast period of 2024-2032.

The key regions considered for the Global Customer Relationship Management Software Market study include Asia Pacific, North America, Europe, Latin America, and Rest of the World. North America is a dominating region in the Customer Relationship Management Software Market in terms of revenue. The market growth in the region is being attributed to factors including the region prioritize customer experience and satisfaction. The U.S. is projected to account for the larger share of the market due to the presence of key market players. Whereas, the market in Asia Pacific is anticipated to grow at the fastest rate over the forecast period fueled by rapid economic growth in emerging markets such as China, India, and Southeast Asia, where businesses are adopting customer-centric strategies to differentiate and drive growth.

Major market players included in this report are:

Infor, Inc. (U.S.)

Salesforce, Inc. (U.S.)

Zendesk, Inc. (U.S.)

HubSpot, Inc. (U.S.)

Adobe Systems, Inc. (U.S.)

SAP SE (Germany)

Infusion Software, Inc. (Keap) (U.S.)

IBM Corporation (U.S.)

Microsoft Corporation (U.S.)

Oracle Corporation (U.S.)

Freshworks Inc. (U.S.)

Zoho Corporation (India)

SugarCRM Inc. (U.S.)

Pipedrive Inc. (Estonia)

Insightly Inc. (U.S.)


The detailed segments and sub-segment of the market are explained below:

By Component:

Software

Services

By Deployment:

On-Premises

Cloud

By Enterprise Size:

Large Enterprises

SMEs

By Application:

Marketing and Sales Automation

Customer Management

Lead Generation & Customer Retention

Customer Support and Contact Center

CRM Analytics

Social Media Management

By Vertical:

Banking, Financial Services and Insurance (BFSI)

Manufacturing

IT and Telecommunications

Retail and Consumer Goods

Healthcare

Government

Transportation and Logistics

Others

By Region:

North America

U.S.

Canada

Europe

UK

Germany

France

Spain

Italy

ROE

Asia Pacific

China

India

Japan

Australia

South Korea

RoAPAC

Latin America

Brazil

Mexico

Rest of Latin America

Middle East & Africa

Saudi Arabia

South Africa

RoMEA

Years considered for the study are as follows:

Historical year – 2022

Base year – 2023

Forecast period – 2024 to 2032

Key Takeaways:

Market Estimates & Forecast for 10 years from 2022 to 2032.

Annualized revenues and regional level analysis for each market segment.

Detailed analysis of geographical landscape with Country level analysis of major regions.

Competitive landscape with information on major players in the market.

Analysis of key business strategies and recommendations on future market approach.

Analysis of competitive structure of the market.

Demand side and supply side analysis of the market.

Please note:The single user license is non-downloadable and non-printable. Global Site license allows these actions. Show more