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顧客関係管理市場レポート：コンポーネント別、展開形態別、組織規模別、用途別、業界別、地域別、2025年～2033年

Customer Relationship Management Market Report by Component, Deployment Mode, Organization Size, Application, Industry Vertical, and Region 2025-2033

出版日
発行
IMARC
ページ情報
英文 143 Pages
納期
2～3営業日
カスタマイズ可能
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=144.36円
顧客関係管理市場レポート：コンポーネント別、展開形態別、組織規模別、用途別、業界別、地域別、2025年～2033年
出版日: 2025年05月01日
発行: IMARC
ページ情報: 英文 143 Pages
納期: 2～3営業日
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  • 概要
  • 図表
  • 目次
概要

世界の顧客関係管理（CRM）市場規模は2024年に703億米ドルに達しました。今後、IMARC Groupでは、2033年には1,586億米ドルに達し、2025年～2033年の成長率（CAGR）は9.38%になると予測しています。ユーザーエクスペリエンスの向上、クラウドベースのソリューションへのシフト、パーソナライズされた効率的でスケーラブルな顧客対応を提供するための人工知能（AI）、機械学習（ML）、ビッグデータ分析などの先進技術の統合に対する需要の高まりが、市場の成長を後押ししています。

顧客関係管理市場分析：

  • 主な市場促進要因：顧客エンゲージメントの向上、データ分析機能の強化、営業・マーケティングにおける高度な自動化に対するニーズの高まりにより、市場は力強い成長を遂げています。
  • 主な市場動向：予測分析とパーソナライズされた顧客体験のための人工知能（AI）と機械学習（ML）の組み込みが、市場の成長を後押ししています。また、クラウドベースのCRMソリューションに対する需要の高まりは、柔軟で手頃な選択肢として市場にプラスの影響を与えています。
  • 地理的動向：北米は先進技術の早期導入と大手CRMベンダーの存在により市場をリードしています。
  • 競合情勢：業界の主な市場企業には、Insightly Inc.、International Business Machines Corporation、Microsoft Corporation、Oracle Corporation、Pegasystems Inc.、Ramco Systems Limited（The Ramco Cements Limited）、Sage Group plc、Salesforce Inc.、SAP SE、SugarCRM Inc.、Zoho Corporation Private Limitedなどがいます。
  • 課題と機会：データプライバシーに関する懸念の高まりや、CRMシステムを現在の情報技術（IT）インフラと融合させることの難しさが、顧客関係管理市場の収益に影響を与えています。しかし、小売、ヘルスケア、金融など、ユーザーの満足度やロイヤルティを高めるためにカスタマイズされたCRMソリューションのニーズがある分野での機会が、市場の成長を支えています。

顧客関係管理（CRM）市場の動向：

顧客体験の向上に対する需要の高まり

さまざまな分野の企業が、競争市場において差別化の鍵となる顧客体験を重視しています。購買者の嗜好、行動、フィードバックを理解する必要性が、顧客関係管理（CRM）ソリューションの採用を後押ししています。CRMシステムは、企業が大量のユーザー情報を収集・分析することを可能にし、パーソナライズされた対話、個々のニーズの予測、満足度の向上につながります。カスタマーエクスペリエンスの向上は、顧客のロイヤリティとリテンションの向上につながり、持続的な成功に不可欠です。さらに、個人が複数のタッチポイントを通じて企業と対話するオムニチャネルカスタマーエンゲージメントの台頭は、すべてのチャネルで一貫性のあるシームレスなサービスを保証する統合CRMシステムの需要を喚起しています。優れた個別サービスの提供への注目が高まっていることも、顧客関係管理市場の成長を支える重要な要因となっています。2023年9月、GenesysとSalesforceは、Genesys Cloud CXとSalesforce Service Cloudを統合した、顧客体験と関係を管理するための人工知能（AI）主導のソリューションであるCX Cloudを発表しました。このコラボレーションは、データを活用した顧客とのインタラクションの強化、従業員エンゲージメントの合理化、カスタマイズされたユーザーエクスペリエンスの向上に重点を置いています。

先端技術の統合

AI、機械学習（ML）、ビッグデータ分析などの最先端技術の導入により、CRMシステムは単なる顧客データの整理以上のものを提供できるようになっています。AIやMLは、顧客行動を予測し、マーケティング戦術を最適化し、売上予測を強化する予測分析を通じてCRMの能力を向上させます。ビッグデータ解析は、膨大な量のデータの取り扱いと調査を可能にし、顧客に対するより深い理解と、より正確なターゲティングを提供します。これらのテクノロジーが可能にする自動化機能は、応答時間を短縮し、全体的な効果を向上させることで、カスタマーサービス業務をより効率的にします。顧客関係管理市場の最近の動向に合わせて、2024年5月、IBMとセールスフォースは、IBM Watson AI and Data PlatformとSalesforce Einstein Platformを組み合わせることで協業を強化しました。この提携により、大規模な言語モデルにおける柔軟性の向上、事前に設定されたCRMアクション、双方向のデータ統合を提供することで、AIとデータ活用の向上を図りました。セールスフォースは、AIアライアンスのメンバーになることで、倫理的なAIの進歩への献身を再確認しました。

クラウドベースのソリューションへのシフトの高まり

企業は、拡張性、アクセシビリティ、費用対効果の面でクラウドテクノロジーの利点を認めています。クラウドベースのCRMシステムにより、企業はユーザーデータにリモートアクセスし、どこからでもCRMツールを利用できるようになり、リアルタイムのコラボレーションを促進し、リモートワークをサポートします。このデプロイメント・モデルは、情報技術（IT）インフラへの大規模な初期投資の必要性を低減し、サブスクリプションに基づく適応可能な価格設定を提供するため、中小企業（SME）にとってCRMソリューションがより利用しやすくなります。さらに、クラウドベースのCRMは自動アップデートとメンテナンスを提供するため、企業は常に最新の機能やセキュリティの改善にアクセスすることができます。クラウドベースのソリューションに対するニーズの高まりは、柔軟性、シンプルさ、そして進化する業界情勢に容易に適応する能力の重要性によってもたらされ、その結果、さまざまな業界においてCRMシステムの導入が加速しています。2023年8月、ベルソンステクノロジーズは、人事業務の改善を目的としたクラウドベースのCRMソリューション、ベルシオHRMSを発表しました。Belsio HRMSは、採用、休暇申請、給与管理などのプロセスを合理化し、企業内の生産性とコミュニケーションを向上させます。

目次

第1章 序文

第2章 調査範囲と調査手法

  • 調査の目的
  • ステークホルダー
  • データソース
    • 一次情報
    • 二次情報
  • 市場推定
    • ボトムアップアプローチ
    • トップダウンアプローチ
  • 調査手法

第3章 エグゼクティブサマリー

第4章 イントロダクション

  • 概要
  • 主要業界動向

第5章 世界の顧客関係管理（CRM）市場

  • 市場概要
  • 市場実績
  • COVID-19の影響
  • 市場予測

第6章 市場内訳：コンポーネント別

  • ソフトウェア
  • サービス

第7章 市場内訳：展開モード別

  • オンプレミス
  • クラウドベース

第8章 市場内訳：組織規模別

  • 中小企業
  • 大企業

第9章 市場内訳：用途別

  • 顧客サービス
  • カスタマーエクスペリエンスマネジメント
  • CRM分析
  • マーケティングオートメーション
  • セールスフォースオートメーション
  • その他

第10章 市場内訳：業種別

  • BFSI
  • 小売
  • ヘルスケア
  • ITおよび通信
  • ディスクリート製造業
  • 政府と教育
  • その他

第11章 市場内訳：地域別

  • 北米
    • 米国
    • カナダ
  • アジア太平洋
    • 中国
    • 日本
    • インド
    • 韓国
    • オーストラリア
    • インドネシア
    • その他
  • 欧州
    • ドイツ
    • フランス
    • 英国
    • イタリア
    • スペイン
    • ロシア
    • その他
  • ラテンアメリカ
    • ブラジル
    • メキシコ
    • その他
  • 中東・アフリカ
    • 市場内訳：国別

第12章 SWOT分析

  • 概要
  • 強み
  • 弱み
  • 機会
  • 脅威

第13章 バリューチェーン分析

第14章 ポーターのファイブフォース分析

  • 概要
  • 買い手の交渉力
  • 供給企業の交渉力
  • 競合の程度
  • 新規参入業者の脅威
  • 代替品の脅威

第15章 価格分析

第16章 競合情勢

  • 市場構造
  • 主要企業
  • 主要企業のプロファイル
    • Insightly Inc.
    • International Business Machines Corporation
    • Microsoft Corporation
    • Oracle Corporation
    • Pegasystems Inc.
    • Ramco Systems Limited（The Ramco Cements Limited）
    • Sage Group plc
    • Salesforce Inc.
    • SAP SE
    • SugarCRM Inc.
    • Zoho Corporation Private Limited
図表

List of Figures

  • Figure 1: Global: Customer Relationship Management Market: Major Drivers and Challenges
  • Figure 2: Global: Customer Relationship Management Market: Sales Value (in Billion USD), 2019-2024
  • Figure 3: Global: Customer Relationship Management Market Forecast: Sales Value (in Billion USD), 2025-2033
  • Figure 4: Global: Customer Relationship Management Market: Breakup by Component (in %), 2024
  • Figure 5: Global: Customer Relationship Management Market: Breakup by Deployment Mode (in %), 2024
  • Figure 6: Global: Customer Relationship Management Market: Breakup by Organization Size (in %), 2024
  • Figure 7: Global: Customer Relationship Management Market: Breakup by Application (in %), 2024
  • Figure 8: Global: Customer Relationship Management Market: Breakup by Industry Vertical (in %), 2024
  • Figure 9: Global: Customer Relationship Management Market: Breakup by Region (in %), 2024
  • Figure 10: Global: Customer Relationship Management (Software) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 11: Global: Customer Relationship Management (Software) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 12: Global: Customer Relationship Management (Services) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 13: Global: Customer Relationship Management (Services) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 14: Global: Customer Relationship Management (On-premises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 15: Global: Customer Relationship Management (On-premises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 16: Global: Customer Relationship Management (Cloud-based) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 17: Global: Customer Relationship Management (Cloud-based) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 18: Global: Customer Relationship Management (Small and Medium-sized Enterprises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 19: Global: Customer Relationship Management (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 20: Global: Customer Relationship Management (Large Enterprises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 21: Global: Customer Relationship Management (Large Enterprises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 22: Global: Customer Relationship Management (Customer Service) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 23: Global: Customer Relationship Management (Customer Service) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 24: Global: Customer Relationship Management (Customer Experience Management) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 25: Global: Customer Relationship Management (Customer Experience Management) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 26: Global: Customer Relationship Management (CRM Analytics) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 27: Global: Customer Relationship Management (CRM Analytics) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 28: Global: Customer Relationship Management (Marketing Automation) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 29: Global: Customer Relationship Management (Marketing Automation) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 30: Global: Customer Relationship Management (Salesforce Automation) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 31: Global: Customer Relationship Management (Salesforce Automation) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 32: Global: Customer Relationship Management (Other Applications) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 33: Global: Customer Relationship Management (Other Applications) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 34: Global: Customer Relationship Management (BFSI) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 35: Global: Customer Relationship Management (BFSI) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 36: Global: Customer Relationship Management (Retail) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 37: Global: Customer Relationship Management (Retail) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 38: Global: Customer Relationship Management (Healthcare) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 39: Global: Customer Relationship Management (Healthcare) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 40: Global: Customer Relationship Management (IT and Telecom) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 41: Global: Customer Relationship Management (IT and Telecom) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 42: Global: Customer Relationship Management (Discrete Manufacturing) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 43: Global: Customer Relationship Management (Discrete Manufacturing) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 44: Global: Customer Relationship Management (Government and Education) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 45: Global: Customer Relationship Management (Government and Education) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 46: Global: Customer Relationship Management (Other Industry Verticals) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 47: Global: Customer Relationship Management (Other Industry Verticals) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 48: North America: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 49: North America: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 50: United States: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 51: United States: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 52: Canada: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 53: Canada: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 54: Asia-Pacific: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 55: Asia-Pacific: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 56: China: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 57: China: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 58: Japan: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 59: Japan: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 60: India: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 61: India: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 62: South Korea: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 63: South Korea: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 64: Australia: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 65: Australia: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 66: Indonesia: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 67: Indonesia: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 68: Others: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 69: Others: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 70: Europe: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 71: Europe: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 72: Germany: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 73: Germany: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 74: France: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 75: France: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 76: United Kingdom: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 77: United Kingdom: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 78: Italy: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 79: Italy: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 80: Spain: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 81: Spain: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 82: Russia: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 83: Russia: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 84: Others: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 85: Others: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 86: Latin America: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 87: Latin America: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 88: Brazil: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 89: Brazil: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 90: Mexico: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 91: Mexico: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 92: Others: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 93: Others: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 94: Middle East and Africa: Customer Relationship Management Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 95: Middle East and Africa: Customer Relationship Management Market: Breakup by Country (in %), 2024
  • Figure 96: Middle East and Africa: Customer Relationship Management Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 97: Global: Customer Relationship Management Industry: SWOT Analysis
  • Figure 98: Global: Customer Relationship Management Industry: Value Chain Analysis
  • Figure 99: Global: Customer Relationship Management Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: Customer Relationship Management Market: Key Industry Highlights, 2024 and 2033
  • Table 2: Global: Customer Relationship Management Market Forecast: Breakup by Component (in Million USD), 2025-2033
  • Table 3: Global: Customer Relationship Management Market Forecast: Breakup by Deployment Mode (in Million USD), 2025-2033
  • Table 4: Global: Customer Relationship Management Market Forecast: Breakup by Organization Size (in Million USD), 2025-2033
  • Table 5: Global: Customer Relationship Management Market Forecast: Breakup by Application (in Million USD), 2025-2033
  • Table 6: Global: Customer Relationship Management Market Forecast: Breakup by Industry Vertical (in Million USD), 2025-2033
  • Table 7: Global: Customer Relationship Management Market Forecast: Breakup by Region (in Million USD), 2025-2033
  • Table 8: Global: Customer Relationship Management Market: Competitive Structure
  • Table 9: Global: Customer Relationship Management Market: Key Players
目次
Product Code: SR112025A5156

The global customer relationship management (CRM) market size reached USD 70.3 Billion in 2024. Looking forward, IMARC Group expects the market to reach USD 158.6 Billion by 2033, exhibiting a growth rate (CAGR) of 9.38% during 2025-2033. The growing demand for enhanced user experience, a shift towards cloud-based solutions, and the integration of advanced technologies, like artificial intelligence (AI), machine learning (ML), and big data analytics, to provide personalized, efficient, and scalable customer interactions are impelling the market growth.

Customer Relationship Management Market Analysis:

  • Major Market Drivers: The market is experiencing strong growth because of the increasing need for better customer engagement, enhanced data analysis capabilities, and advanced automation in sales and marketing.
  • Key Market Trends: The incorporation of artificial intelligence (AI) and machine learning (ML) for predictive analytics and personalized customer experiences is bolstering the market growth. Additionally, the growing demand for cloud-based CRM solutions is positively influencing the market with flexible and affordable choices.
  • Geographical Trends: North America leads the market because of the early adoption of advanced technologies and the presence of major CRM vendors in the region.
  • Competitive Landscape: Some of the major market players in the industry include Insightly Inc., International Business Machines Corporation, Microsoft Corporation, Oracle Corporation, Pegasystems Inc., Ramco Systems Limited (The Ramco Cements Limited), Sage Group plc, Salesforce Inc., SAP SE, SugarCRM Inc., and Zoho Corporation Private Limited.
  • Challenges and Opportunities: The growing concerns about data privacy and the difficulty of merging CRM systems with current information technology (IT) infrastructure are influencing the customer relationship management market revenue. However, opportunities in sectors like retail, healthcare, and finance, where there is a need for customized CRM solutions to enhance user satisfaction and loyalty, are supporting the market growth.

Customer Relationship Management (CRM) Market Trends:

Increasing Demand for Enhanced Customer Experience

Businesses in various sectors are emphasizing customer experience as a key differentiator in a competitive market. The need to understand buyer preferences, behaviors, and feedback is encouraging the adoption of customer relationship management (CRM) solutions. CRM systems allow companies to collect and analyze large quantities of user information, leading to personalized interactions, anticipation of individual needs, and enhanced satisfaction. Improving customer experience results in higher client loyalty and retention, which is essential for sustained success. Moreover, the rise of omnichannel customer engagement, where individuals interact with businesses through multiple touchpoints, is catalyzing the demand for integrated CRM systems to ensure consistent and seamless service across all channels. The increasing focus on providing excellent individual service is a key factor supporting the customer relationship management market growth. In September 2023, Genesys and Salesforce introduced CX Cloud, a combined artificial intelligence (AI)-driven solution for managing customer experiences and relationships that merges Genesys Cloud CX and Salesforce Service Cloud. This collaboration focused on enhancing customer interactions with data, streamlining employee engagement, and improving customized user experiences.

Integration of Advanced Technologies

The deployment of cutting-edge technologies like AI, machine learning (ML), and big data analytics is allowing CRM systems to provide more than just simple customer data organization. AI and ML improve CRM abilities through predictive analytics, which can forecast customer behavior, optimize marketing tactics, and enhance sales predictions. Big data analytics enables the handling and examination of extensive amounts of data, providing a greater understanding of customers and more accurate targeting. The automation functions enabled by these technologies make customer service operations more efficient by cutting response times and improving overall effectiveness. In line with the customer relationship management market recent developments, in May 2024, IBM and Salesforce enhanced their collaboration by combining IBM Watson AI and Data Platform with the Salesforce Einstein Platform. This partnership sought to improve AI and data utilization by offering increased flexibility in large language models, preconfigured CRM actions, and two-way data integration. Salesforce reaffirmed its dedication to ethical AI advancement by becoming a member of the AI Alliance.

Growing Shift Towards Cloud-Based Solutions

Businesses are acknowledging the advantages of cloud technology in terms of scalability, accessibility, and cost-effectiveness. Cloud-based CRM systems enable businesses to remotely access user data and utilize CRM tools from anywhere, facilitating real-time collaboration and supporting remote work. This deployment model decreases the requirement for a large initial investment in information technology (IT) infrastructure and provides adaptable pricing based on subscriptions, making CRM solutions more accessible to small and medium-sized enterprises (SMEs). Furthermore, cloud-based CRMs offer automatic updates and maintenance, guaranteeing that businesses constantly have access to the most recent features and security improvements. The growing need for cloud-based solutions is driven by the importance of flexibility, simplicity, and the capacity to easily adjust to evolving business landscapes, which in turn is speeding up the implementation of CRM systems in different industries. In August 2023, Belsons Technologies introduced Belsio HRMS, a cloud-based CRM solution aimed at improving HR operations. Belsio HRMS streamlines processes, like recruiting, handling leave requests, and managing payroll to improve productivity and communication, within companies.

Customer Relationship Management (CRM) Market Segmentation:

Breakup by Component:

  • Software
  • Services

Software accounts for the majority of the market share

Software accounts for the majority of the market share because of the extensive use of CRM software in different sectors to automate customer interactions, handle sales pipelines, and improve client service. CRM software provides a complete set of tools, such as sales automation, marketing automation, customer service and support, and analytics, allowing businesses to understand individual behavior and preferences better. The rising use of AI, ML, and big data analytics in CRM software is allowing for improved predictive insights, personalized client experiences, and more efficient operations. Businesses are striving to enhance user engagement and retention, which is driving the demand for CRM software.

Breakup by Deployment Mode:

  • On-premises
  • Cloud-based

Cloud-based holds the largest share of the industry

Cloud-based holds the biggest market share because of the transition towards adaptable, scalable, and affordable options. The popularity of cloud-based CRM system stems from its convenience, enabling users to log into the platform from any location with internet access, which supports remote work and international teamwork. Cloud-based CRM is more cost-effective than on-premises solution, appealing to both small and medium-sized enterprises (SMEs) and large corporations attributed to the reduced upfront costs and IT infrastructure expenses. Moreover, cloud-based offers smooth updates, improved security options, and the ability to connect with other cloud services, allowing businesses to expand their operations effortlessly and stay current with technology. In April 2024, Salesforce introduced Pro Suite, a CRM solution tailored for SMEs, which combines marketing, sales, service, and commerce features. Utilizing the Einstein 1 Platform and Data Cloud, Pro Suite was created to assist SMEs in optimizing operations and improving customer interactions.

Breakup by Organization Size:

  • Small and Medium-sized Enterprises
  • Large Enterprises

Large enterprises represent the leading market segment

Large enterprises hold the biggest market share, due to their considerable resources and intricate client interaction requirements. These companies need sophisticated CRM solutions to handle large user databases, improve communication through multiple channels, and enhance customer interaction across various divisions and locations. Large enterprises gain advantages from CRM systems that provide strong analytics, connect with other enterprise systems, and have customization options to meet specific business processes and industry needs. The employment of CRM systems in large enterprises helps with handling data effectively, automating sales and marketing, and providing excellent customer service, enhancing client satisfaction and loyalty. According to the customer relationship management forecast, this trend is expected to continue as large enterprises invest in advanced CRM technologies to maintain their competitive edge.

Breakup by Application:

  • Customer Service
  • Customer Experience Management
  • CRM Analytics
  • Marketing Automation
  • Salesforce Automation
  • Others

Customer service exhibits a clear dominance in the market

Customer service represents the largest segment, as efficient client support plays a vital role in business success. Organizations in different sectors place importance on customer service CRM solution to efficiently handle client inquiries, complaints, and support requests. It offers resources for ticketing, case management, live chat, and knowledge base management, guaranteeing prompt and uniform replies to customer problems. Improved customer service abilities result in higher levels of user contentment, commitment, and longevity, which are crucial for sustained business expansion. Incorporating AI and ML into customer service CRM system enhances the effectiveness and customization of individual interactions using chatbots and automated response systems. In October 2023, SAP SE announced the addition of new generative AI capabilities across its Customer Experience portfolio, including the AI copilot Joule. These advancements aimed to automate tasks, analyze enterprise data for actionable insights, and provide personalized customer experiences.

Breakup by Industry Vertical:

  • BFSI
  • Retail
  • Healthcare
  • IT and Telecom
  • Discrete Manufacturing
  • Government and Education
  • Others

Retail dominates the market

Retail leads the market as per the customer relationship management market outlook due to its strong emphasis on user satisfaction, tailored shopping experiences, and loyalty initiatives. Retailers use CRM systems to handle client information, monitor buying habits, and customize marketing strategies based on individual preferences, ultimately improving customer interaction and loyalty. These systems allow for the smooth incorporation of customer interactions both online and offline, giving a cohesive understanding of individual experiences and facilitating better omnichannel plans. Moreover, CRM systems in the retail industry utilize advanced analytics and AI to provide customized suggestions, enhance inventory control, and simplify processes. In June 2024, SAP introduced new AI-driven customer experience capabilities in its Sales Cloud to optimize its sales effectiveness and simplify operations. The updates featured forecasting solutions, a shopping helper, expert suggestions, and AI-driven account overviews.

Breakup by Region:

  • North America
    • United States
    • Canada
  • Asia-Pacific
    • China
    • Japan
    • India
    • South Korea
    • Australia
    • Indonesia
    • Others
  • Europe
    • Germany
    • France
    • United Kingdom
    • Italy
    • Spain
    • Russia
    • Others
  • Latin America
    • Brazil
    • Mexico
    • Others
  • Middle East and Africa

North America leads the market, accounting for the largest customer relationship management market share

The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America represents the largest regional market for customer relationship management (CRM).

North America dominates the market due to its cutting-edge technological infrastructure and widespread use of innovative CRM solutions. Businesses in the region are focusing on improving user relationships and using data-driven insights to remain competitive, leading to a high demand for advanced CRM systems. Moreover, North American companies are early adopters of emerging technologies, such as AI and ML, which are integrated into CRM solutions to provide predictive analytics and personalized customer experiences. The rising emphasis on client-centric strategies and ongoing investment in digital transformation projects is driving the customer relationship management demand in the region. In November 2023, Microsoft introduced Copilot for Service, which combined generative AI with customer service to improve agent efficiency and productivity. The solution, which works with different CRM systems, offered AI-based insights and automation to simplify customer engagements.

Competitive Landscape:

  • The market research report has also provided a comprehensive analysis of the competitive landscape in the market. Detailed profiles of all major companies have also been provided. Some of the major market players in the industry include Insightly Inc., International Business Machines Corporation, Microsoft Corporation, Oracle Corporation, Pegasystems Inc., Ramco Systems Limited (The Ramco Cements Limited), Sage Group plc, Salesforce Inc., SAP SE, SugarCRM Inc., Zoho Corporation Private Limited, etc.

(Please note that this is only a partial list of the key players, and the complete list is provided in the report.)

  • Major customer relationship management companies are concentrating on innovation, forming strategic alliances, and making acquisitions to improve their product lineup and increase their market footprint. They are incorporating sophisticated technologies like AI and ML to offer predictive analytics and customized user experiences. These companies are also investing in cloud-based solutions to meet the growing demand for flexible, scalable CRM systems. Additionally, they are enhancing their platforms with features, such as automation, omnichannel support, and advanced analytics to cater to diverse industry needs. Continuous improvement and customer-centric approaches remain central to their strategies for maintaining competitive advantage. In May 2024, SugarCRM finalized its purchase of sales-i, with the goal of improving customer sales profitability with AI-powered revenue intelligence. This merger combined ERP and CRM data to offer useful observations spanning sales, marketing, and customer service, enhancing revenue generation and user retention. The goal of the initiative was to utilize ML and AI to enhance sales strategies and increase profitability for companies.

Key Questions Answered in This Report

  • 1.What was the size of the global customer relationship management (CRM) market in 2024?
  • 2.What is the expected growth rate of the global customer relationship management (CRM) market during 2025-2033?
  • 3.What are the key factors driving the global customer relationship management (CRM) market?
  • 4.What has been the impact of COVID-19 on the global customer relationship management (CRM) market?
  • 5.What is the breakup of the global customer relationship management (CRM) market based on the component?
  • 6.What is the breakup of the global customer relationship management (CRM) market based on the deployment mode?
  • 7.What is the breakup of the global customer relationship management (CRM) market based on the organization size?
  • 8.What is the breakup of the global customer relationship management (CRM) market based on the application?
  • 9.What is the breakup of the global customer relationship management (CRM) market based on the industry vertical?
  • 10.What are the key regions in the global customer relationship management (CRM) market?
  • 11.Who are the key players/companies in the global customer relationship management (CRM) market?

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

  • 4.1 Overview
  • 4.2 Key Industry Trends

5 Global Customer Relationship Management (CRM) Market

  • 5.1 Market Overview
  • 5.2 Market Performance
  • 5.3 Impact of COVID-19
  • 5.4 Market Forecast

6 Market Breakup by Component

  • 6.1 Software
    • 6.1.1 Market Trends
    • 6.1.2 Market Forecast
  • 6.2 Services
    • 6.2.1 Market Trends
    • 6.2.2 Market Forecast

7 Market Breakup by Deployment Mode

  • 7.1 On-premises
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2 Cloud-based
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast

8 Market Breakup by Organization Size

  • 8.1 Small and Medium-sized Enterprises
    • 8.1.1 Market Trends
    • 8.1.2 Market Forecast
  • 8.2 Large Enterprises
    • 8.2.1 Market Trends
    • 8.2.2 Market Forecast

9 Market Breakup by Application

  • 9.1 Customer Service
    • 9.1.1 Market Trends
    • 9.1.2 Market Forecast
  • 9.2 Customer Experience Management
    • 9.2.1 Market Trends
    • 9.2.2 Market Forecast
  • 9.3 CRM Analytics
    • 9.3.1 Market Trends
    • 9.3.2 Market Forecast
  • 9.4 Marketing Automation
    • 9.4.1 Market Trends
    • 9.4.2 Market Forecast
  • 9.5 Salesforce Automation
    • 9.5.1 Market Trends
    • 9.5.2 Market Forecast
  • 9.6 Others
    • 9.6.1 Market Trends
    • 9.6.2 Market Forecast

10 Market Breakup by Industry Vertical

  • 10.1 BFSI
    • 10.1.1 Market Trends
    • 10.1.2 Market Forecast
  • 10.2 Retail
    • 10.2.1 Market Trends
    • 10.2.2 Market Forecast
  • 10.3 Healthcare
    • 10.3.1 Market Trends
    • 10.3.2 Market Forecast
  • 10.4 IT and Telecom
    • 10.4.1 Market Trends
    • 10.4.2 Market Forecast
  • 10.5 Discrete Manufacturing
    • 10.5.1 Market Trends
    • 10.5.2 Market Forecast
  • 10.6 Government and Education
    • 10.6.1 Market Trends
    • 10.6.2 Market Forecast
  • 10.7 Others
    • 10.7.1 Market Trends
    • 10.7.2 Market Forecast

11 Market Breakup by Region

  • 11.1 North America
    • 11.1.1 United States
      • 11.1.1.1 Market Trends
      • 11.1.1.2 Market Forecast
    • 11.1.2 Canada
      • 11.1.2.1 Market Trends
      • 11.1.2.2 Market Forecast
  • 11.2 Asia-Pacific
    • 11.2.1 China
      • 11.2.1.1 Market Trends
      • 11.2.1.2 Market Forecast
    • 11.2.2 Japan
      • 11.2.2.1 Market Trends
      • 11.2.2.2 Market Forecast
    • 11.2.3 India
      • 11.2.3.1 Market Trends
      • 11.2.3.2 Market Forecast
    • 11.2.4 South Korea
      • 11.2.4.1 Market Trends
      • 11.2.4.2 Market Forecast
    • 11.2.5 Australia
      • 11.2.5.1 Market Trends
      • 11.2.5.2 Market Forecast
    • 11.2.6 Indonesia
      • 11.2.6.1 Market Trends
      • 11.2.6.2 Market Forecast
    • 11.2.7 Others
      • 11.2.7.1 Market Trends
      • 11.2.7.2 Market Forecast
  • 11.3 Europe
    • 11.3.1 Germany
      • 11.3.1.1 Market Trends
      • 11.3.1.2 Market Forecast
    • 11.3.2 France
      • 11.3.2.1 Market Trends
      • 11.3.2.2 Market Forecast
    • 11.3.3 United Kingdom
      • 11.3.3.1 Market Trends
      • 11.3.3.2 Market Forecast
    • 11.3.4 Italy
      • 11.3.4.1 Market Trends
      • 11.3.4.2 Market Forecast
    • 11.3.5 Spain
      • 11.3.5.1 Market Trends
      • 11.3.5.2 Market Forecast
    • 11.3.6 Russia
      • 11.3.6.1 Market Trends
      • 11.3.6.2 Market Forecast
    • 11.3.7 Others
      • 11.3.7.1 Market Trends
      • 11.3.7.2 Market Forecast
  • 11.4 Latin America
    • 11.4.1 Brazil
      • 11.4.1.1 Market Trends
      • 11.4.1.2 Market Forecast
    • 11.4.2 Mexico
      • 11.4.2.1 Market Trends
      • 11.4.2.2 Market Forecast
    • 11.4.3 Others
      • 11.4.3.1 Market Trends
      • 11.4.3.2 Market Forecast
  • 11.5 Middle East and Africa
    • 11.5.1 Market Trends
    • 11.5.2 Market Breakup by Country
    • 11.5.3 Market Forecast

12 SWOT Analysis

  • 12.1 Overview
  • 12.2 Strengths
  • 12.3 Weaknesses
  • 12.4 Opportunities
  • 12.5 Threats

13 Value Chain Analysis

14 Porters Five Forces Analysis

  • 14.1 Overview
  • 14.2 Bargaining Power of Buyers
  • 14.3 Bargaining Power of Suppliers
  • 14.4 Degree of Competition
  • 14.5 Threat of New Entrants
  • 14.6 Threat of Substitutes

15 Price Analysis

16 Competitive Landscape

  • 16.1 Market Structure
  • 16.2 Key Players
  • 16.3 Profiles of Key Players
    • 16.3.1 Insightly Inc.
      • 16.3.1.1 Company Overview
      • 16.3.1.2 Product Portfolio
    • 16.3.2 International Business Machines Corporation
      • 16.3.2.1 Company Overview
      • 16.3.2.2 Product Portfolio
      • 16.3.2.3 Financials
      • 16.3.2.4 SWOT Analysis
    • 16.3.3 Microsoft Corporation
      • 16.3.3.1 Company Overview
      • 16.3.3.2 Product Portfolio
      • 16.3.3.3 Financials
      • 16.3.3.4 SWOT Analysis
    • 16.3.4 Oracle Corporation
      • 16.3.4.1 Company Overview
      • 16.3.4.2 Product Portfolio
      • 16.3.4.3 Financials
      • 16.3.4.4 SWOT Analysis
    • 16.3.5 Pegasystems Inc.
      • 16.3.5.1 Company Overview
      • 16.3.5.2 Product Portfolio
      • 16.3.5.3 Financials
      • 16.3.5.4 SWOT Analysis
    • 16.3.6 Ramco Systems Limited (The Ramco Cements Limited)
      • 16.3.6.1 Company Overview
      • 16.3.6.2 Product Portfolio
      • 16.3.6.3 Financials
    • 16.3.7 Sage Group plc
      • 16.3.7.1 Company Overview
      • 16.3.7.2 Product Portfolio
      • 16.3.7.3 Financials
      • 16.3.7.4 SWOT Analysis
    • 16.3.8 Salesforce Inc.
      • 16.3.8.1 Company Overview
      • 16.3.8.2 Product Portfolio
      • 16.3.8.3 Financials
      • 16.3.8.4 SWOT Analysis
    • 16.3.9 SAP SE
      • 16.3.9.1 Company Overview
      • 16.3.9.2 Product Portfolio
      • 16.3.9.3 Financials
      • 16.3.9.4 SWOT Analysis
    • 16.3.10 SugarCRM Inc.
      • 16.3.10.1 Company Overview
      • 16.3.10.2 Product Portfolio
    • 16.3.11 Zoho Corporation Private Limited
      • 16.3.11.1 Company Overview
      • 16.3.11.2 Product Portfolio