市場調査レポート
商品コード
1178640

CRM(カスタマーリレーションシップマネジメント)市場の規模、シェア、動向分析レポート:ソリューション別、展開別(オンプレミス、クラウド)、企業規模別、最終用途別、地域別、セグメント別予測、2023年~2030年

Customer Relationship Management Market Size, Share, & Trends Analysis Report By Solution, By Deployment (On-premise, Cloud), By Enterprise Size, By End-use, By Region And Segment Forecasts, 2023 - 2030

出版日: | 発行: Grand View Research | ページ情報: 英文 150 Pages | 納期: 2~10営業日

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価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=152.41円
CRM(カスタマーリレーションシップマネジメント)市場の規模、シェア、動向分析レポート:ソリューション別、展開別(オンプレミス、クラウド)、企業規模別、最終用途別、地域別、セグメント別予測、2023年~2030年
出版日: 2022年12月21日
発行: Grand View Research
ページ情報: 英文 150 Pages
納期: 2~10営業日
  • 全表示
  • 概要
  • 図表
  • 目次
概要

CRM(カスタマーリレーションシップマネジメント)市場の成長と動向

Grand View Research, Inc.の最新レポートによると、世界のCRM(カスタマーリレーションシップマネジメント)市場規模は、2023年から2030年にかけて13.9%の著しいCAGRで、2030年までに1631億6000万米ドルに達すると予測されています。重要な顧客データを照合し、顧客情報を分析し、より良い顧客体験戦略に転換するための革新的なソリューションに対する継続的な需要は、あらゆる規模の企業における顧客関係管理ソリューションの促進要因となっています。

これらのソリューションは、一元化されたプラットフォームを通じて、顧客からのフィードバックやデータを取得・管理する上で、組織を支援します。これらの洞察は、企業が改善すべき領域を定義し、課題を機会に変え、改善された対応を生み出し、全体的なカスタマーエクスペリエンスをさらに向上させるのに役立ちます。お客様の行動を理解することは、あらゆる規模の企業にとって必要不可欠です。

Twitter、Facebook、Pinterest、LinkedIn、Snapchatなどのさまざまなソーシャルネットワーキングプラットフォームで一般の人々が頻繁に充実した時間を過ごしていることから、企業はソーシャルネットワーキングプラットフォームが、変化する顧客の行動や顧客が製品やサービスに関する情報を解釈する方法を測定する絶好の機会を提供してくれると認識しています。

ソーシャル・カスタマーリレーションシップマネジメント(CRM)は、特にこの段階において、顧客を積極的に取り込み、ブランドの認知度を高める上で、企業を支援することができます。企業にとって、顧客エンゲージメントの重要性はますます高まっています。その結果、顧客エンゲージメントがCRM活動の重要な要素になりつつあります。これは、予測期間中のカスタマーリレーションシップマネジメント市場の成長を補完するものと思われます。

現在の業務プロセスを最適化するために、予測分析および処方分析などの高度な技術を導入することが継続的に求められていることが、CRMソリューションへの投資とイノベーションの重要な促進要因となっています。例えば、2021年9月、株式会社セールスフォース・ドットコムは、ビジネスコミュニケーションプラットフォームであるSlackとの連携を発表し、営業チームがどこからでもリアルタイムにコラボレーションして、より多くの案件を成約できるようになりました。さらに、この統合により、マーケティングチームや代理店パートナーは、共有されたデジタルワークスペースでのコラボレーションが可能になります。

カスタマーリレーションシップマネジメント市場のレポートハイライト

CRM分析分野は、予測期間中に13.7%という大幅なCAGRで拡大すると予測されています。人工知能(AI)とその応用、機械学習、CRMソフトウェアにおけるビジネスインテリジェンスと分析統合の利用の増加が、予測期間中のセグメント成長を促進すると予想される

クラウド分野は、予測期間中に16.1%という大幅なCAGRで拡大すると予測されています。この分野は、コスト効率、アクセス性、設備コストがほとんどかからないなど、多くのメリットを提供することから、予測期間を通じて優位性を維持すると予想されます。さらに、モバイルアプリケーションの利用が拡大していることも、同分野の成長を加速させると予想されます。

中小企業(SME)向けは、予測期間中に15.5%のCAGRを記録すると予想されます。先進技術の採用が進み、ビジネス上の課題が最小化されていることが、中小企業におけるカスタマーリレーションシップマネジメントソリューションの導入を世界的に促進しています。

IT・通信分野は、2022年から2030年にかけて最も高いCAGR(年平均成長率)15.6%を記録すると予想されます。コンピテンシー要件、高い資本支出、顧客サービスプロセスの改善、販売予測の向上が、IT・通信セグメントにおける顧客関係管理ソリューションの導入を促進する主要因となっています。

アジア太平洋地域は、顧客エンゲージメントを高める画期的なマーケティング戦略や営業ツールに対する意識の高まり、ソーシャルメディアプラットフォームの増加、スマートフォンの普及などにより、2030年には354億1,600万米ドルに達すると予測される

目次

第1章 調査手法と範囲

  • 調査手法
  • 調査範囲と前提
    • 購入したデータベース
    • GVRの内部データベース
    • 二次情報一覧
    • 1次調査
  • データソースのリスト
  • 市場形成と出版
  • データの検証と公開
  • 略語一覧

第2章 エグゼクティブサマリー

  • 世界のCRM(カスタマーリレーションシップマネジメント)市場、2018年から2030年(100万米ドル)

第3章 CRM(カスタマーリレーションシップマネジメント)業界の展望

  • 市場セグメンテーションと範囲
  • 市場規模と成長見通し
  • 顧客関係管理市場-バリューチェーン分析
  • 顧客関係管理市場力学
    • 市場促進要因分析
    • 市場抑制要因分析
  • 顧客関係管理市場- ポーターのファイブフォース分析
  • 顧客関係管理市場PESTEL分析
  • 顧客関係管理市場-COVID-19影響分析

第4章 CRM(カスタマーリレーションシップマネジメント)ソリューションの展望

  • カスタマーリレーションシップマネジメントのソリューション別市場シェア、2022年および2030年
  • 顧客サービス
  • 顧客体験管理
  • CRM分析
  • マーケティングオートメーション
  • セールスフォースの自動化
  • ソーシャルメディアモニタリング
  • その他

第5章 CRM(カスタマーリレーションシップマネジメント)の展開の見通し

  • 2022年と2030年の展開別カスタマーリレーションシップマネジメント市場シェア
  • クラウド
  • オンプレミス

第6章 CRM(カスタマーリレーションシップマネジメント)の企業規模の見通し

  • カスタマーリレーションシップマネジメントの市場シェア、企業規模別、2022年および2030年
  • 大企業
  • 中小企業

第7章 CRM(カスタマーリレーションシップマネジメント)最終用途の見通し

  • 2022年と2030年の最終用途別カスタマーリレーションシップマネジメント市場シェア
  • BFSI
  • 小売り
  • ヘルスケア
  • IT &テレコム
  • ディスクリート製造
  • 政府と教育
  • その他

第8章 CRM(カスタマーリレーションシップマネジメント)の地域展望

  • 2022年および2030年の地域別顧客関係管理市場シェア
  • 北米
    • 米国
    • カナダ
    • メキシコ
  • 欧州
    • 欧州市場のCRM、ソリューション別、2018~2030年(100万米ドル)
    • 欧州市場のCRM、最終用途別、2018~2030年(100万米ドル)
    • 英国
      • 英国市場のCRM、2018年から2030年(100万米ドル)
      • 英国市場のCRM、ソリューション別、2018~2030年(100万米ドル)
      • 英国市場のCRM、最終用途別、2018~2030年(100万米ドル)
    • ドイツ
      • ドイツ市場のCRM、2018年から2030年(100万米ドル)
      • ドイツ市場のCRM、ソリューション別、2018~2030年(100万米ドル)
      • ドイツ市場のCRM、最終用途別、2018~2030年(100万米ドル)
    • フランス
      • フランス市場のCRM、2018年から2030年(100万米ドル)
      • フランス市場のCRM、ソリューション別、2018~2030年(100万米ドル)
      • フランス市場のCRM、最終用途別、2018~2030年(100万米ドル)
    • スペイン
      • スペイン市場のCRM、2018年から2030年(100万米ドル)
      • スペイン市場のCRM、ソリューション別、2018~2030年(100万米ドル)
      • スペイン市場のCRM、最終用途別、2018~2030年(100万米ドル)
  • アジア太平洋地域
    • 中国
      • 中国市場のCRM、2018年から2030年(100万米ドル)
      • 中国市場のCRM、ソリューション別、2018~2030年(100万米ドル)
      • 中国市場のCRM、最終用途別、2018~2030年(100万米ドル)
    • インド
      • インド市場のCRM、2018年から2030年(100万米ドル)
      • インド市場のCRM、ソリューション別、2018~2030年(100万米ドル)
      • インド市場のCRM、最終用途別、2018~2030年(100万米ドル)
    • 日本
      • 日本市場のCRM、2018年から2030年(USD Million)
    • オーストラリア
      • オーストラリア市場のCRM、2018年から2030年(100万米ドル)
    • ニュージーランド
      • ニュージーランド市場のCRM、2018年から2030年(100万米ドル)
  • 南米
    • ブラジル
      • ブラジル市場のCRM、2018~2030年(USD Million)
  • MEA
    • アラブ首長国連邦
      • アラブ首長国連邦市場のCRM、2018年から2030年(100万米ドル)
    • サウジアラビア
      • サウジアラビア市場のCRM、2018~2030年(100万米ドル)

第9章 競合分析

  • 主要な市場参入企業別最近の動向と影響分析
  • 会社/競合の分類
  • ベンダー情勢
    • CRM(カスタマーリレーションシップマネジメント)市場:主要企業市場ランキング/シェア分析、2022年

第10章 競合情勢

  • Salesforce.com, Inc.
    • 会社概要
    • 財務実績
    • 製品のベンチマーク
    • 戦略的イニシアチブ
  • Microsoft Corporation
    • 会社概要
    • 財務実績
    • 製品のベンチマーク
    • 戦略的イニシアチブ
  • SAP SE
    • 会社概要
    • 財務実績
    • 製品のベンチマーク
    • 戦略的イニシアチブ
  • Oracle Corporation
    • 会社概要
    • 財務実績
    • 製品のベンチマーク
    • 戦略的イニシアチブ
  • ADOBE INC.
    • 会社概要
    • 財務実績
    • 製品のベンチマーク
    • 戦略的イニシアチブ
  • SugarCRM Inc.
    • 会社概要
    • 財務実績
    • 製品のベンチマーク
    • 戦略的イニシアチブ
  • Zoho Corporation Pvt. Ltd
    • 会社概要
    • 財務実績
    • 製品のベンチマーク
    • 戦略的イニシアチブ
  • Copper CRM, Inc.
    • 会社概要
    • 財務実績
    • 製品のベンチマーク
    • 戦略的イニシアチブ
  • Insightly, Inc
    • 会社概要
    • 財務実績
    • 製品のベンチマーク
    • 戦略的イニシアチブ
  • Creatio
    • 会社概要
    • 財務実績
    • 製品のベンチマーク
    • 戦略的イニシアチブ
図表

List of Tables

  • TABLE 1 Customer relationship management market - Industry snapshot & key buying criteria, 2018 - 2030
  • TABLE 2 Global customer relationship management market, 2018 - 2030 (USD Million)
  • TABLE 3 Global customer relationship management market, by region 2018 - 2030 (USD Million)
  • TABLE 4 Global customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 5 Global customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 6 Global customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 7 Global customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 8 Customer relationship management market - Key developments
  • TABLE 9 Customer relationship management - Company ranking
  • TABLE 10 Customer relationship management - Key market driver impact
  • TABLE 11 Customer relationship management - Key market restraint impact
  • TABLE 12 CRM customer service market, 2018 - 2030 (USD Million)
  • TABLE 13 CRM customer service market, by region 2018 - 2030 (USD Million)
  • TABLE 14 CRM customer experience management market, 2018 - 2030 (USD Million)
  • TABLE 15 CRM customer experience management market, by region 2018 - 2030 (USD Million)
  • TABLE 16 CRM analytics market, 2018 - 2030 (USD Million)
  • TABLE 17 CRM analytics market, by region 2018 - 2030 (USD Million)
  • TABLE 18 CRM marketing automation market, 2018 - 2030 (USD Million)
  • TABLE 19 CRM marketing automation market, by region, 2018 - 2030 (USD Million)
  • TABLE 20 CRM salesforce automation market, 2018 - 2030 (USD Million)
  • TABLE 21 CRM salesforce automation market, by region, 2018 - 2030 (USD Million)
  • TABLE 22 CRM social media monitoring market, 2018 - 2030 (USD Million)
  • TABLE 23 CRM social media monitoring market, by region, 2018 - 2030 (USD Million)
  • TABLE 24 Other CRM solutions market, 2018 - 2030 (USD Million)
  • TABLE 25 Other CRM solutions market, by region, 2018 - 2030 (USD Million)
  • TABLE 26 On-premise customer relationship management market, 2018 - 2030 (USD Million)
  • TABLE 27 On-premise customer relationship management market, by region, 2018 - 2030 (USD Million)
  • TABLE 28 Cloud customer relationship management market, 2018 - 2030 (USD Million)
  • TABLE 29 Cloud customer relationship management market, by region, 2018 - 2030 (USD Million)
  • TABLE 30 Customer relationship management market in large enterprises, 2018 - 2030 (USD Million)
  • TABLE 31 Customer relationship management market in large enterprises, by region, 2018 - 2030 (USD Million)
  • TABLE 32 Customer relationship management market in Small and Medium Enterprise, 2018 - 2030 (USD Million)
  • TABLE 33 Customer relationship management market in Small and Medium Enterprise, by region, 2018 - 2030 (USD Million)
  • TABLE 34 Customer relationship management market in BFSI, 2018 - 2030 (USD Million)
  • TABLE 35 Customer relationship management market in BFSI, by region 2018 - 2030 (USD Million)
  • TABLE 36 Customer relationship management market in retail, 2018 - 2030 (USD Million)
  • TABLE 37 Customer relationship management market in retail, by region 2018 - 2030 (USD Million)
  • TABLE 38 Customer relationship management market in healthcare, 2018 - 2030 (USD Million)
  • TABLE 39 Customer relationship management market in healthcare, by region 2018 - 2030 (USD Million)
  • TABLE 40 Customer relationship management market in IT & telecom, 2018 - 2030 (USD Million)
  • TABLE 41 Customer relationship management market in IT & telecom, by region, 2018 - 2030 (USD Million)
  • TABLE 42 Customer relationship management market in discrete manufacturing, 2018 - 2030 (USD Million)
  • TABLE 43 Customer relationship management market in discrete manufacturing, by region, 2018 - 2030 (USD Million)
  • TABLE 44 Customer relationship management market in government & education, 2018 - 2030 (USD Million)
  • TABLE 45 Customer relationship management market in government & education, by region, 2018 - 2030 (USD Million)
  • TABLE 46 Customer relationship management market in other applications, 2018 - 2030 (USD Million)
  • TABLE 47 Customer relationship management market in other applications, by region, 2018 - 2030 (USD Million)
  • TABLE 48 North America customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 49 North America customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 50 North America customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 51 North America customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 52 U.S. customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 53 U.S. customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 54 U.S. customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 55 U.S. customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 56 Canada customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 57 Canada customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 58 Canada customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 59 Canada customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 60 Mexico customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 61 Mexico customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 62 Mexico customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 63 Mexico customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 64 Europe customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 65 Europe customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 66 Europe customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 67 Europe customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 68 U.K. customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 69 U.K. customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 70 U.K. customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 71 U.K. customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 72 Germany customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 73 Germany customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 74 Germany customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 75 Germany customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 76 France customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 77 France customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 78 France customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 79 France customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 80 Spain customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 81 Spain customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 82 Spain customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 83 Spain customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 84 Asia Pacific customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 85 Asia Pacific customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 86 Asia Pacific customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 87 Asia Pacific customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 88 China customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 89 China customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 90 China customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 91 China customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 92 India customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 93 India customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 94 India customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 95 India customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 96 Japan customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 97 Japan customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 98 Japan customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 99 Japan customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 100 Australia customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 101 Australia customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 102 Australia customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 103 Australia customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 104 New Zealand customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 105 New Zealand customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 106 New Zealand customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 107 New Zealand customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 108 South America customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 109 South America customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 110 South America customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 111 South America customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 112 Brazil customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 113 Brazil customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 114 Brazil customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 115 Brazil customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 116 MEA customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 117 MEA customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 118 MEA customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 119 MEA customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 116 UAE customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 117 UAE customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 118 UAE customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 119 UAE customer relationship management market, by end-use, 2018 - 2030 (USD Million)
  • TABLE 116 Saudi Arabia customer relationship management market, by solution, 2018 - 2030 (USD Million)
  • TABLE 117 Saudi Arabia customer relationship management market, by deployment, 2018 - 2030 (USD Million)
  • TABLE 118 Saudi Arabia customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
  • TABLE 119 Saudi Arabia customer relationship management market, by end-use, 2018 - 2030 (USD Million)

List of Figures

  • FIG. 1 Market segmentation and scope
  • FIG. 2 Customer relationship management market, 2018 - 2030 (USD Million)
  • FIG. 3 Customer relationship management - Value chain analysis
  • FIG. 4 Customer relationship management - Market dynamics
  • FIG. 5 Global customer relationship management market - Company market share analysis
  • FIG. 6 Key opportunities prioritized
  • FIG. 7 Customer relationship management market - Porter's five forces analysis
  • FIG. 8 Customer relationship management market - PESTEL analysis
  • FIG. 9 Customer relationship management market share, by solution, 2022 & 2030
  • FIG. 10 Customer relationship management market share, by deployment, 2022 & 2030
  • FIG. 11 Customer relationship management market share, by enterprise size, 2022 & 2030
  • FIG. 12 Customer relationship management market share, by end-use, 2022 & 2030
  • FIG. 13 Customer relationship management market share, by region, 2022 & 2030
  • FIG. 14 Regional market place - Key takeaways
  • FIG. 15 North America customer relationship management market - Key takeaways
  • FIG. 16 Europe customer relationship management market - Key takeaways
  • FIG. 17 Asia Pacific customer relationship management market - Key takeaways
  • FIG. 18 Latin America customer relationship management market - Key takeaways
  • FIG. 19 MEA customer relationship management market - Key takeaways
目次
Product Code: GVR-1-68038-912-8

Customer Relationship Management Market Growth & Trends:

The global customer relationship management market size is expected to reach USD 163.16 billion by 2030 with a significant CAGR of 13.9% from 2023 to 2030, according to the new report by Grand View Research, Inc. The continuous demand for innovative solutions to collate critical customer data, analyze customer information, and transform it into a better customer experience strategy are driving factors for customer relationship management solutions across all sizes of businesses.

These solutions help organizations in obtaining and manage customer feedback and data through a centralized platform. These insights can further help companies in defining the areas of improvement, transforming challenges into opportunities, generating improved responses, and further enhancing the overall customer experience. Understanding customer behavior is essential for businesses of all sizes.

Given that the general public frequently spends quality time on various social networking platforms, such as Twitter, Facebook, Pinterest, LinkedIn, and Snapchat, among others, organizations have recognized that social networking platforms can provide a great opportunity to gauge changing customer behavior and the way customers interpret information about products or services.

Social customer relationship management (CRM) can particularly assist businesses at this stage in positively engaging customers and increasing brand awareness. Customer engagement is becoming increasingly important to businesses. As a result, customer engagement is increasingly becoming an important component of CRM activities. This would supplement the growth of the customer relationship management market during the forecast period.

The ongoing demand for the optimized implementation of advanced technologies such as predictive and prescriptive analytics to optimize current operational processes is a key driving factor for CRM solution investments and innovation. For instance, in September 2021, Salesforce.com, Inc. announced the collaboration with Slack, a business communication platform, to enable the sales team to collaborate in real-time to close more deals from anywhere. Furthermore, with this integration, marketing teams and agency partners can collaborate in a shared digital workspace.

Customer Relationship Management Market Report Highlights:

  • The CRM analytics segment is anticipated to expand at a significant CAGR of 13.7% during the forecast period. Artificial Intelligence (AI) and its applications, machine learning, and the increasing use of business intelligence and analytics integration in CRM software are expected to drive segment growth over the forecast period
  • The cloud segment is anticipated to expand at a significant CAGR of 16.1% during the forecast period. The segment is expected to maintain its dominance throughout the forecast period as it provides numerous benefits such as cost efficiency, accessibility, and virtually no equipment costs. Furthermore, the increasing use of mobile applications is expected to accelerate the segment's growth
  • The Small & Medium Enterprises (SMEs) segment is anticipated to register a CAGR of 15.5% over the forecast period. The growing adoption of advanced technologies and minimizing business challenges are driving the implementation of customer relationship management solutions in SMEs globally
  • The IT & telecom segment is likely to register the highest CAGR of 15.6% from 2022 to 2030. Competency requirements, high capital expenditure, improved customer service processes, and better sales projections are key factors driving customer relationship management solution adoption in the IT & telecom segment
  • Asia Pacific is expected to reach USD 35,416.0 million by 2030 due to the increasing awareness about ground-breaking marketing strategies and sales tools to enhance customer engagement, and the rise in the number of social media platforms, and smartphone usage

Table of Contents

Chapter 1 Methodology and Scope

  • 1.1 Research Methodology
  • 1.2 Research Scope and Assumptions
    • 1.2.1 Purchased Database
    • 1.2.2 GVR's Internal Database
    • 1.2.3 List of secondary sources
    • 1.2.4 Primary Research
  • 1.3 List of Data Sources
  • 1.4 Market Formulation & Publishing
  • 1.5 Data Validation & Publishing
  • 1.6 List of Abbreviations

Chapter 2 Executive Summary

  • 2.1 Customer Relationship Management Market - Industry Snapshot & Key Buying Criteria, 2018 - 2030
  • 2.2 Global Customer Relationship Management Market, 2018 - 2030 (USD Million)
    • 2.2.1 Global customer relationship management market, by region, 2018 - 2030 (USD Million)
    • 2.2.2 Global customer relationship management market, by solution, 2018 - 2030 (USD Million)
    • 2.2.3 Global customer relationship management market, by deployment, 2018 - 2030 (USD Million)
    • 2.2.4 Global customer relationship management market, by enterprise size, 2018 - 2030 (USD Million)
    • 2.2.5 Global customer relationship management market, by end-use, 2018 - 2030 (USD Million)

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
    • 3.4.2 Market restraint analysis
  • 3.5 Customer Relationship Management Market - Porter's Five Forces Analysis
  • 3.6 Customer Relationship Management Market - PESTEL Analysis
  • 3.7 Customer Relationship Management Market - COVID-19 Impact Analysis

Chapter 4 Customer Relationship Management Solution Outlook

  • 4.1 Customer Relationship Management Market Share by Solution, 2022 & 2030
  • 4.2 Customer Service
    • 4.2.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 4.3 Customer Experience Management
    • 4.3.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 4.4 CRM Analytics
    • 4.4.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 4.5 Marketing Automation
    • 4.5.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 4.6 Salesforce Automation
    • 4.6.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 4.7 Social Media Monitoring
    • 4.7.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 4.8 Others
    • 4.8.1 Market estimates and forecasts, 2018 - 2030 (USD Million)

Chapter 5 Customer Relationship Management Deployment Outlook

  • 5.1 Customer Relationship Management Market Share By Deployment, 2022 & 2030
  • 5.2 Cloud
    • 5.2.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 5.3 On-premise
    • 5.3.1 Market estimates and forecasts, 2018 - 2030 (USD Million)

Chapter 6 Customer Relationship Management Enterprise Size Outlook

  • 6.1 Customer Relationship Management Market Share, by Enterprise Size, 2022 & 2030
  • 6.2 Large Enterprises
    • 6.2.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 6.3 Small & Medium Enterprise
    • 6.3.1 Market estimates and forecasts, 2018 - 2030 (USD Million)

Chapter 7 Customer Relationship Management End-use Outlook

  • 7.1 Customer Relationship Management Market Share by End-use, 2022 & 2030
  • 7.2 BFSI
    • 7.2.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 7.3 Retail
    • 7.3.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 7.4 Healthcare
    • 7.4.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 7.5 IT & Telecom
    • 7.5.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 7.6 Discrete Manufacturing
    • 7.6.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 7.7 Government & Education
    • 7.7.1 Market estimates and forecasts, 2018 - 2030 (USD Million)
  • 7.8 Others
    • 7.8.1 Market estimates and forecasts, 2018 - 2030 (USD Million)

Chapter 8 Customer Relationship Management Regional Outlook

  • 8.1 Customer Relationship Management Market Share by Region, 2022 & 2030
  • 8.2 North America
    • 8.2.1 North America Market estimates and forecasts by solution, 2018 - 2030 (USD Million)
    • 8.2.2 North America Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
    • 8.2.3 North America Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
    • 8.2.4 North America Market estimates and forecasts, by end-use, 2018 - 2030 (USD Million)
    • 8.2.5 U.S.
      • 8.2.5.1 U.S. Market estimates and forecasts, 2018 - 2030 (USD Million)
      • 8.2.5.2 U.S. Market estimates and forecasts, by solution, 2018 - 2030 (USD Million)
      • 8.2.5.3 U.S. Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.2.5.4 U.S. Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.2.5.5 U.S. Market estimates and forecasts, by end-use, 2018 - 2030 (USD Million)
    • 8.2.6 Canada
      • 8.2.6.1 Canada Market estimates and forecasts, 2018 - 2030 (USD Million)
      • 8.2.6.2 Canada Market estimates and forecasts, by solution, 2018 - 2030 (USD Million)
      • 8.2.6.3 Canada Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.2.6.4 Canada Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.2.6.5 Canada Market estimates and forecasts, by end-use, 2018 - 2030 (USD Million)
    • 8.2.7 Mexico
      • 8.2.7.1 Mexico Market estimates and forecasts, 2018 - 2030 (USD Million)
      • 8.2.7.2 Mexico Market estimates and forecasts, by solution, 2018 - 2030 (USD Million)
      • 8.2.7.3 Mexico Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.2.7.4 Mexico Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.2.7.5 Mexico Market estimates and forecasts, by end-use, 2018 - 2030 (USD Million)
  • 8.3 Europe
    • 8.3.1 Europe market customer relationship management, by solution, 2018 - 2030 (USD Million)
    • 8.3.2 Europe Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
    • 8.3.3 Europe Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
    • 8.3.4 Europe market customer relationship management, by end-use, 2018 - 2030 (USD Million)
    • 8.3.5 U.K.
      • 8.3.5.1 U.K. market customer relationship management, 2018 - 2030 (USD Million)
      • 8.3.5.2 U.K. market customer relationship management, by solution, 2018 - 2030 (USD Million)
      • 8.3.5.3 U.K. Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.3.5.4 U.K. Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.3.5.5 U.K. market customer relationship management, by end-use, 2018 - 2030 (USD Million)
    • 8.3.6 Germany
      • 8.3.6.1 Germany market customer relationship management, 2018 - 2030 (USD Million)
      • 8.3.6.2 Germany market customer relationship management, by solution, 2018 - 2030 (USD Million)
      • 8.3.6.3 Germany Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.3.6.4 Germany Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.3.6.5 Germany market customer relationship management, by end-use, 2018 - 2030 (USD Million)
    • 8.3.7 France
      • 8.3.7.1 France market customer relationship management, 2018 - 2030 (USD Million)
      • 8.3.7.2 France market customer relationship management, by solution, 2018 - 2030 (USD Million)
      • 8.3.7.3 France Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.3.7.4 France Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.3.7.5 France market customer relationship management, by end-use, 2018 - 2030 (USD Million)
    • 8.3.8 Spain
      • 8.3.8.1 Spain market customer relationship management, 2018 - 2030 (USD Million)
      • 8.3.8.2 Spain market customer relationship management, by solution, 2018 - 2030 (USD Million)
      • 8.3.8.3 Spain Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.3.8.4 Spain Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.3.8.5 Spain market customer relationship management, by end-use, 2018 - 2030 (USD Million)
  • 8.4 Asia Pacific
    • 8.4.1 Asia Pacific Market estimates and forecasts, by solution, 2018 - 2030 (USD Million)
    • 8.4.2 Asia Pacific Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
    • 8.4.3 Asia Pacific Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
    • 8.4.4 Asia Pacific Market estimates and forecasts, by end-use, 2018 - 2030 (USD Million)
    • 8.4.5 China
      • 8.4.5.1 China market customer relationship management, 2018 - 2030 (USD Million)
      • 8.4.5.2 China market customer relationship management, by solution, 2018 - 2030 (USD Million)
      • 8.4.5.3 China Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.4.5.4 China Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.4.5.5 China market customer relationship management, by end-use, 2018 - 2030 (USD Million)
    • 8.4.6 India
      • 8.4.6.1 India market customer relationship management, 2018 - 2030 (USD Million)
      • 8.4.6.2 India market customer relationship management, by solution, 2018 - 2030 (USD Million)
      • 8.4.6.3 India Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.4.6.4 India Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.4.6.5 India market customer relationship management, by end-use, 2018 - 2030 (USD Million)
    • 8.4.7 Japan
      • 8.4.7.1 Japan market customer relationship management, 2018 - 2030 (USD Million)
      • 8.4.7.2 Japan Market estimates and forecasts, by solution, 2018 - 2030 (USD Million)
      • 8.4.7.3 Japan Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.4.7.4 Japan Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.4.7.5 Japan Market estimates and forecasts, by end-use, 2018 - 2030 (USD Million)
    • 8.4.8 Australia
      • 8.4.8.1 Australia market customer relationship management, 2018 - 2030 (USD Million)
      • 8.4.8.2 Australia Market estimates and forecasts, by solution, 2018 - 2030 (USD Million)
      • 8.4.8.3 Australia Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.4.8.4 Australia Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.4.8.5 Australia Market estimates and forecasts, by end-use, 2018 - 2030 (USD Million)
    • 8.4.9 New Zealand
      • 8.4.9.1 New Zealand market customer relationship management, 2018 - 2030 (USD Million)
      • 8.4.9.2 New Zealand Market estimates and forecasts, by solution, 2018 - 2030 (USD Million)
      • 8.4.9.3 New Zealand Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.4.9.4 New Zealand Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.4.9.5 New Zealand Market estimates and forecasts, by end-use, 2018 - 2030 (USD Million)
  • 8.5 South America
    • 8.5.1 South America Market estimates and forecasts, by solution, 2018 - 2030 (USD Million)
    • 8.5.2 South America Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
    • 8.5.3 South America Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
    • 8.5.4 South America Market estimates and forecasts, by end-use, 2018 - 2030 (USD Million)
    • 8.5.5 Brazil
      • 8.4.5.1 Brazil market customer relationship management, 2018 - 2030 (USD Million)
      • 8.4.5.2 Brazil Market estimates and forecasts, by solution, 2018 - 2030 (USD Million)
      • 8.4.5.3 Brazil Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.4.5.4 Brazil Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.4.5.5 Brazil Market estimates and forecasts, by end-use, 2018 - 2030 (USD Million)
  • 8.6 MEA
    • 8.6.1 MEA Market estimates and forecasts, by solution, 2018 - 2030 (USD Million)
    • 8.6.2 MEA Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
    • 8.6.3 MEA Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
    • 8.6.4 MEA Market estimates and forecasts, by end-use, 2018 - 2030 (USD Million)
    • 8.6.5 UAE
      • 8.6.5.1 UAE market customer relationship management, 2018 - 2030 (USD Million)
      • 8.6.5.2 UAE Market estimates and forecasts, by solution, 2018 - 2030 (USD Million)
      • 8.6.5.3 UAE Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.6.5.4 UAE Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.6.5.5 UAE Market estimates and forecasts, by end-use, 2018 - 2030 (USD Million)
    • 8.6.6 Saudi Arabia
      • 8.6.6.1 Saudi Arabia market customer relationship management, 2018 - 2030 (USD Million)
      • 8.6.6.2 Saudi Arabia Market estimates and forecasts, by solution, 2018 - 2030 (USD Million)
      • 8.6.6.3 Saudi Arabia Market estimates and forecasts, by deployment, 2018 - 2030 (USD Million)
      • 8.6.6.4 Saudi Arabia Market estimates and forecasts, by enterprise size, 2018 - 2030 (USD Million)
      • 8.6.6.5 Saudi Arabia Market estimates and forecasts, by end-use, 2018 - 2030 (USD Million)

Chapter 9 Competitive Analysis

  • 9.1 Recent Developments and Impact Analysis, by Key Market Participants
  • 9.2 Company/Competition Categorization
  • 9.3 Vendor Landscape
    • 9.3.1 Customer Relationship Management Market: Key Company Market Ranking/Share Analysis, 2022

Chapter 10 Competitive Landscape

  • 10.1 Salesforce.com, Inc.
    • 10.1.1 Company overview
    • 10.1.2 Financial performance
    • 10.1.3 Product benchmarking
    • 10.1.4 Strategic initiatives
  • 10.2 Microsoft Corporation
    • 10.2.1 Company overview
    • 10.2.2 Financial performance
    • 10.2.3 Product benchmarking
    • 10.2.4 Strategic initiatives
  • 10.3 SAP SE
    • 10.3.1 Company overview
    • 10.3.2 Financial performance
    • 10.3.3 Product benchmarking
    • 10.3.4 Strategic initiatives
  • 10.4 Oracle Corporation
    • 10.4.1 Company overview
    • 10.4.2 Financial performance
    • 10.4.3 Product benchmarking
    • 10.4.4 Strategic initiatives
  • 10.5 ADOBE INC.
    • 10.5.1 Company overview
    • 10.5.2 Financial performance
    • 10.5.3 Product benchmarking
    • 10.5.4 Strategic initiatives
  • 10.6 SugarCRM Inc.
    • 10.6.1 Company overview
    • 10.6.2 Financial performance
    • 10.6.3 Product benchmarking
    • 10.6.4 Strategic initiatives
  • 10.7 Zoho Corporation Pvt. Ltd
    • 10.7.1 Company overview
    • 10.7.2 Financial performance
    • 10.7.3 Product benchmarking
    • 10.7.4 Strategic initiatives
  • 10.8 Copper CRM, Inc.
    • 10.8.1 Company overview
    • 10.8.2 Financial performance
    • 10.8.3 Product benchmarking
    • 10.8.4 Strategic initiatives
  • 10.9 Insightly, Inc
    • 10.9.1 Company overview
    • 10.9.2 Financial performance
    • 10.9.3 Product benchmarking
    • 10.9.4 Strategic initiatives
  • 10.10 Creatio
    • 10.10.1 Company overview
    • 10.10.2 Financial performance
    • 10.10.3 Product benchmarking
    • 10.10.4 Strategic initiatives