Global SaaS Customer Relationship Management (CRM) Market 2019-2023

Global SaaS Customer Relationship Management (CRM) Market 2019-2023

Global SaaS Customer Relationship Management (CRM) Market: About this market

SaaS customer relationship management (CRM) is a cloud-and subscription-based CRM software used for managing enterprise relationships with customers. Technavio’s SaaS customer relationship management market analysis considers sales from retail, banking, financial services, and insurance (BFSI), manufacturing, telecom and IT, healthcare, and other end-users. Our analysis also considers the sales of SaaS customer relationship management in APAC, Europe, MEA, North America, and South America. In 2018, the retail segment had a significant market share, and this trend is expected to continue over the forecast period. Factors such as increasing adoption of SaaS CRM and expansion of retail and e-commerce industry across the world will play a significant role in the retail segment to maintain its market position. Also, our global SaaS customer relationship management market report also looks at factors such as increasing adoption of SaaS CRM by SMEs, increasing adoption of cloud-based offerings, and increasing adoption of SaaS CRM by media sector. However, data security concerns, issues related to the integration of SaaS CRM, and availability of open-source CRM software may hamper the growth of the SaaS customer relationship management industry over the forecast period.

Global SaaS Customer Relationship Management (CRM) Market: Overview

Increasing adoption of SaaS CRM by SMEs

CRM applications are becoming more affordable and accessible to SMEs due to the growth of cloud computing, along with SaaS CRM. SaaS CRM is becoming essential for the majority of enterprises to improve their marketing and sales operations and align process efficiencies. Increasing adoption of SaaS CRM by SMEs for better management of their business operations with improved collaborations and productivity will lead to the expansion of the global SaaS customer relationship management market at a CAGR of over 14% during the forecast period.

Issues related to the integration of SaaS CRM

SaaS CRM systems that support sales management must be integrated with ERP systems, accounting applications, custom billing applications, and back-office applications. All these applications are integrated at an enterprise level and not integrating these applications results in an increase in the number of manual processes. This can lead to data synchronization issues that create multiple data repositories. These issues are expected to have a negative impact on the overall market growth.

For the detailed list of factors that will drive the global SaaS customer relationship management (CRM) market during the forecast period 2019-2023, click here.

Competitive Landscape

With the presence of a few major players, the global SaaS customer relationship management (CRM) market is concentrated. Technavio’s robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading SaaS customer relationship management (CRM) companies, that include Adobe Inc., Microsoft Corp., Oracle Corp., Salesforce.com Inc., and SAP SE.

Also, the SaaS customer relationship management market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage on all forthcoming growth opportunities.


Companies Mentioned

Adobe Inc., Microsoft Corp., Oracle Corp., Salesforce.com Inc., and SAP SE.

  • Executive summary
  • Scope of the report
    • Preface
      • Table Key product offerings
    • Currency conversion rates for US$
  • Market landscape
    • Market ecosystem
      • Table Global information technology (IT) software market
      • Table Segments of global information technology (IT) software market
    • Market characteristics
      • Table Market characteristics
    • Market segmentation analysis
      • Table Market segments
  • Market sizing
    • Market definition
      • Table Market definition - Inclusions and exclusions checklist
    • Market sizing 2018
      • Table Market size 2018
    • Market size and forecast 2018-2023
      • Table Global market: Size and forecast 2018-2023 ($ millions)
      • Table Global market: Year-over-year growth 2019-2023 (%)
  • Five forces analysis
    • Table Five forces analysis 2018
    • Table Five forces analysis 2023
    • Bargaining power of buyers
      • Table Bargaining power of buyers
    • Bargaining power of suppliers
      • Table Bargaining power of suppliers
    • Threat of new entrants
      • Table Threat of new entrants
    • Threat of substitutes
      • Table Threat of substitutes
    • Threat of rivalry
      • Table Threat of rivalry
    • Market condition
      • Table Market condition - Five forces 2018
  • Market segmentation by end-user
    • Table End-user - Market share 2018-2023 (%)
    • Comparison by end-user
      • Table Comparison by end-user
    • Retail - Market size and forecast 2018-2023
      • Table Retail - Market size and forecast 2018-2023 ($ millions)
      • Table Retail - Year-over-year growth 2019-2023 (%)
    • BFSI - Market size and forecast 2018-2023
      • Table BFSI - Market size and forecast 2018-2023 ($ millions)
      • Table BFSI - Year-over-year growth 2019-2023 (%)
    • Manufacturing - Market size and forecast 2018-2023
      • Table Manufacturing - Market size and forecast 2018-2023 ($ millions)
      • Table Manufacturing - Year-over-year growth 2019-2023 (%)
    • Telecom and IT - Market size and forecast 2018-2023
      • Table Telecom and IT - Market size and forecast 2018-2023 ($ millions)
      • Table Telecom and IT - Year-over-year growth 2019-2023 (%)
    • Healthcare - Market size and forecast 2018-2023
      • Table Healthcare - Market size and forecast 2018-2023 ($ millions)
      • Table Healthcare - Year-over-year growth 2019-2023 (%)
    • Other end-users - Market size and forecast 2018-2023
      • Table Other end-users - Market size and forecast 2018-2023 ($ millions)
      • Table Other end-users - Year-over-year growth 2019-2023 (%)
    • Market opportunity by end-user
      • Table Market opportunity by end-user
  • Customer landscape
    • Table Customer landscape
  • Geographic landscape
    • Geographic segmentation
      • Table Market share by geography 2018-2023 (%)
    • Geographic comparison
      • Table Geographic comparison
    • North America - Market size and forecast 2018-2023
      • Table North America - Market size and forecast 2018-2023 ($ millions)
      • Table North America - Year-over-year growth 2019-2023 (%)
    • Europe - Market size and forecast 2018-2023
      • Table Europe - Market size and forecast 2018-2023 ($ millions)
      • Table Europe - Year-over-year growth 2019-2023 (%)
    • APAC - Market size and forecast 2018-2023
      • Table APAC - Market size and forecast 2018-2023 ($ millions)
      • Table APAC - Year-over-year growth 2019-2023 (%)
    • South America - Market size and forecast 2018-2023
      • Table South America - Market size and forecast 2018-2023 ($ millions)
      • Table South America - Year-over-year growth 2019-2023 (%)
    • MEA - Market size and forecast 2018-2023
      • Table MEA - Market size and forecast 2018-2023 ($ millions)
      • Table MEA - Year-over-year growth 2019-2023 (%)
    • Key leading countries
      • Table Key leading countries
    • Market opportunity
      • Table Market opportunity
  • Decision framework
  • Drivers and challenges
    • Market drivers
      • Table Comparison of on-premises and SaaS CRM
    • Market challenges
      • Table Comparison of free and commercial SaaS CRM software
      • Table Free SaaS CRM software providers and their product offerings
      • Table Impact of drivers and challenges
  • Market trends
    • Rising number of partnerships and acquisitions
    • Integration of AI into SaaS CRM
    • Integration of analytics into SaaS CRM
  • Vendor landscape
    • Overview
      • Table Vendor landscape
    • Landscape disruption
      • Table Landscape disruption
  • Vendor share
    • Table Leading company's market share
  • Vendor analysis
    • Vendors covered
      • Table Vendors covered
    • Vendor classification
      • Table Vendor classification
    • Market positioning of vendors
      • Table Market positioning of vendors
    • Adobe Inc.
      • Table Adobe Inc. - Vendor overview
      • Table Adobe Inc. - Business segments
      • Table Adobe Inc. - Organizational developments
      • Table Adobe Inc. - Geographic focus
      • Table Adobe Inc. - Segment focus
      • Table Adobe Inc. - Key offerings
    • Microsoft Corp.
      • Table Microsoft Corp. - Vendor overview
      • Table Microsoft Corp. - Business segments
      • Table Microsoft Corp. - Organizational developments
      • Table Microsoft Corp. - Geographic focus
      • Table Microsoft Corp. - Segment focus
      • Table Microsoft Corp. - Key offerings
    • Oracle Corp.
      • Table Oracle Corp. - Vendor overview
      • Table Oracle Corp. - Business segments
      • Table Oracle Corp. - Organizational developments
      • Table Oracle Corp. - Geographic focus
      • Table Oracle Corp. - Segment focus
      • Table Oracle Corp. - Key offerings
    • Salesforce.com Inc.
      • Table Salesforce.com Inc. - Vendor overview
      • Table Salesforce.com Inc. - Organizational developments
      • Table Salesforce.com Inc. - Geographic focus
      • Table Salesforce.com Inc. - Key offerings
    • SAP SE
      • Table SAP SE - Vendor overview
      • Table SAP SE - Business segments
      • Table SAP SE - Organizational developments
      • Table SAP SE - Geographic focus
      • Table SAP SE - Segment focus
      • Table SAP SE - Key offerings
  • Appendix
    • Research methodology
      • Table Validation techniques employed for market sizing
    • List of abbreviations
    • Definition of market positioning of vendors
      • Table Definition of market positioning of vendors
  • Explore Technavio

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