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銀行CRMの世界市場評価、コンポーネント別、展開モード別、用途別、銀行タイプ別、地域別、機会および予測、2018年～2032年

Global Banking CRM Market Assessment, By Component, By Deployment Mode, By Application, By Bank Type, By Region, Opportunities and Forecast, 2018-2032F

出版日
ページ情報
英文 223 Pages
納期
3～5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=145.81円
銀行CRMの世界市場評価、コンポーネント別、展開モード別、用途別、銀行タイプ別、地域別、機会および予測、2018年～2032年
出版日: 2025年06月27日
発行: Markets & Data
ページ情報: 英文 223 Pages
納期: 3～5営業日
GIIご利用のメリット
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  • 概要
  • 図表
  • 目次
概要

世界の銀行CRM市場のCAGRは2025-2032年の間に10.12%に達すると予測され、2024年の200億6,000万米ドルから2032年には433億8,000万米ドルに成長すると予測されます。この成長には、オムニチャネル・エンゲージメントの必要性、責任あるデータ利用に対する規制当局の監視の強化、十分なサービスを受けていない人々への金融包摂の需要など、いくつかの重要な要因があります。さらに、銀行や金融機関は現在、急速に進化する課題に対応するため、従来の顧客管理システムから統合CRMプラットフォームへの移行を進めています。これらのシステムは、銀行が進化するデータ保護規制へのコンプライアンスを確保し、不正検知能力を向上させ、タイムリーな顧客サポートと顧客エンゲージメントを促進し、銀行がAIを通じて大規模なパーソナライゼーションを活用できるように支援することができます。リアルタイムのサービスと透明性に対する要求が高まる中、顧客はブランドや銀行と自由に関わり、エンゲージメントの情勢が変化する中で、CRMシステムは銀行が信頼を回復し、エンゲージメントを構築し、顧客生涯価値を向上させるための重要なツールとなるでしょう。

銀行の顧客関係管理（CRM）における急速なデジタル変革が世界的に顕著になっています。この変革の一因は、金融サービスにおけるパーソナライゼーションに対する消費者のニーズの高まりに加え、統合された顧客データ・プラットフォームやデジタル・バンキング体験にあります。金融機関はCRMプラットフォームに投資し、リレーションシップ管理、顧客オンボーディング、クロスチャネルサポートを改善し、実用的なインサイトを提供しています。

この動向の一例として、ウェルズ・ファーゴは2025年初頭、Q2との戦略的提携による商業銀行業務の拡大を発表しました。この動きにより、ウェルズ・ファーゴはコマーシャル・チームを単一のCRMとコラボレーション・プラットフォームで結びつけ、カスタマー・エクスペリエンスを統一することができます。このハイエンドのCRMプラットフォームにより、銀行は業務を改善しながら、顧客間のやりとりの透明性を高めることができます。エンタープライズ・グレードのCRMシステムを導入することで、銀行は顧客とのやり取りを360度見渡せるようになると同時に、反復的なプロセスを自動化できるようになります。デジタルネイティブな顧客層からの期待が高まり、Fintech企業との競争が激化する中、CRMが提供するツールは、ロイヤリティの向上、クロスセル機会の増加、顧客対応業務全体のコンプライアンス確保において銀行を支援します。CRM市場は、特に世界の中堅から大手銀行を中心に、今後も急成長を続けると思われます。

目次

第1章 プロジェクトの範囲と定義

第2章 調査手法

第3章 エグゼクティブサマリー

第4章 お客様の声

  • 回答者の人口統計
  • CRMプラットフォームに期待される主な機能
  • 既存のCRM導入における問題点
  • 銀行におけるCRM導入の促進要因
  • 推奨される導入モデル（クラウド vs.オンプレミス）

第5章 世界の銀行CRM市場の展望、2018年～2032年

  • 市場規模分析と予測
    • 金額別
  • 市場シェア分析と予測
    • コンポーネント別
      • ソリューション
      • サービス
    • 展開モード別
      • オンプレミス
      • クラウド
    • 用途別
      • カスタマーサービスとサポート
      • リード管理
      • マーケティングオートメーション
      • 営業支援
      • レポートと分析
    • 銀行タイプ別
      • 個人向け銀行
      • コーポレートバンク
      • 投資銀行
      • 協同組合銀行および地域銀行
      • デジタル専業銀行
    • 地域別
      • 北米
      • 欧州
      • アジア太平洋
      • 南米
      • 中東・アフリカ
    • 企業別市場シェア分析（上位5社およびその他- 金額別、2024年）
  • 2024年市場マップ分析
    • コンポーネント別
    • 展開モード別
    • 用途別
    • 銀行タイプ別
    • 地域別

第6章 北米の銀行CRM市場の展望、2018年～2032年

  • 市場規模分析と予測
    • 金額別
  • 市場シェア分析と予測
    • コンポーネント別
      • ソリューション
      • サービス
    • 展開モード別
      • オンプレミス
      • クラウド
    • 用途別
      • カスタマーサービスとサポート
      • リード管理
      • マーケティングオートメーション
      • 営業支援
      • レポートと分析
    • 銀行タイプ別
      • 個人向け銀行
      • コーポレートバンク
      • 投資銀行
      • 協同組合銀行および地域銀行
      • デジタル専業銀行
    • 国別シェア
      • 米国
      • カナダ
      • メキシコ
  • 国別市場評価
    • 米国の銀行CRM市場展望、2018年～2032年予測
      • 市場規模分析と予測
      • 市場シェア分析と予測
    • カナダ
    • メキシコ

すべてのセグメントは、対象となるすべての地域と国に提供されます。

第7章 欧州の銀行CRM市場の展望、2018年～2032年

  • ドイツ
  • フランス
  • イタリア
  • 英国
  • ロシア
  • オランダ
  • スペイン
  • トルコ
  • ポーランド

第8章 アジア太平洋の銀行CRM市場の展望、2018年～2032年

  • インド
  • 中国
  • 日本
  • オーストラリア
  • ベトナム
  • 韓国
  • インドネシア
  • フィリピン

第9章 南米の銀行CRM市場の展望、2018年～2032年

  • ブラジル
  • アルゼンチン

第10章 中東・アフリカの銀行CRM市場の展望、2018年～2032年

  • サウジアラビア
  • アラブ首長国連邦
  • 南アフリカ

第11章 需要供給分析

第12章 バリューチェーン分析

第13章 ポーターのファイブフォース分析

第14章 PESTLE分析

第15章 市場力学

  • 市場促進要因
  • 市場の課題

第16章 市場動向と発展

第17章 収益モデル

第18章 ケーススタディ

第19章 競合情勢

  • 市場リーダー上位5社の競合マトリックス
  • 上位5社のSWOT分析
  • 市場上位10社の主要企業の情勢
    • Salesforce, Inc.
      • 会社概要
      • 主要経営陣
      • 製品とサービス
      • 財務状況（報告通り）
      • 主要市場への注力と地理的プレゼンス
      • 最近の動向/コラボレーション/ パートナーシップ/合併と買収
    • Microsoft Corporation
    • Oracle Corporation
    • SAP SE
    • Adobe Inc.
    • Infosys Limited
    • Finastra Group Holdings Limited
    • Pegasystems Inc.
    • nCino, Inc.
    • Temenos AG

上記の企業は市場シェアに応じて注文を保留するものではなく、調査作業中に入手可能な情報に応じて変更される可能性があります。

第20章 戦略的提言

第21章 調査会社について・免責事項

図表

List of Tables

  • Table 1. Competition Matrix of Top 5 Market Leaders
  • Table 2. Mergers & Acquisitions/ Joint Ventures (If Applicable)
  • Table 3. About Us - Regions and Countries Where We Have Executed Client Projects

List of Figures

  • Figure 1. Global Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 2. Global Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 3. Global Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 4. Global Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 5. Global Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 6. Global Banking CRM Market Share (%), By Region, 2018-2032F
  • Figure 7. North America Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 8. North America Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 9. North America Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 10. North America Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 11. North America Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 12. North America Banking CRM Market Share (%), By Country, 2018-2032F
  • Figure 13. United States Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 14. United States Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 15. United States Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 16. United States Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 17. United States Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 18. Canada Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 19. Canada Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 20. Canada Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 21. Canada Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 22. Canada Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 23. Mexico Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 24. Mexico Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 25. Mexico Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 26. Mexico Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 27. Mexico Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 28. Europe Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 29. Europe Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 30. Europe Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 31. Europe Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 32. Europe Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 33. Europe Banking CRM Market Share (%), By Country, 2018-2032F
  • Figure 34. Germany Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 35. Germany Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 36. Germany Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 37. Germany Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 38. Germany Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 39. France Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 40. France Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 41. France Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 42. France Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 43. France Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 44. Italy Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 45. Italy Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 46. Italy Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 47. Italy Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 48. Italy Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 49. United Kingdom Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 50. United Kingdom Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 51. United Kingdom Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 52. United Kingdom Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 53. United Kingdom Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 54. Russia Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 55. Russia Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 56. Russia Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 57. Russia Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 58. Russia Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 59. Netherlands Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 60. Netherlands Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 61. Netherlands Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 62. Netherlands Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 63. Netherlands Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 64. Spain Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 65. Spain Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 66. Spain Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 67. Spain Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 68. Spain Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 69. Turkey Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 70. Turkey Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 71. Turkey Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 72. Turkey Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 73. Turkey Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 74. Poland Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 75. Poland Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 76. Poland Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 77. Poland Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 78. Poland Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 79. South America Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 80. South America Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 81. South America Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 82. South America Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 83. South America Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 84. South America Banking CRM Market Share (%), By Country, 2018-2032F
  • Figure 85. Brazil Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 86. Brazil Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 87. Brazil Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 88. Brazil Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 89. Brazil Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 90. Argentina Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 91. Argentina Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 92. Argentina Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 93. Argentina Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 94. Argentina Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 95. Asia-Pacific Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 96. Asia-Pacific Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 97. Asia-Pacific Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 98. Asia-Pacific Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 99. Asia-Pacific Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 100. Asia-Pacific Banking CRM Market Share (%), By Country, 2018-2032F
  • Figure 101. India Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 102. India Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 103. India Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 104. India Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 105. India Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 106. China Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 107. China Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 108. China Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 109. China Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 110. China Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 111. Japan Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 112. Japan Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 113. Japan Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 114. Japan Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 115. Japan Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 116. Australia Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 117. Australia Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 118. Australia Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 119. Australia Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 120. Australia Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 121. Vietnam Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 122. Vietnam Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 123. Vietnam Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 124. Vietnam Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 125. Vietnam Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 126. South Korea Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 127. South Korea Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 128. South Korea Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 129. South Korea Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 130. South Korea Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 131. Indonesia Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 132. Indonesia Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 133. Indonesia Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 134. Indonesia Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 135. Indonesia Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 136. Philippines Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 137. Philippines Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 138. Philippines Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 139. Philippines Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 140. Philippines Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 141. Middle East & Africa Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 142. Middle East & Africa Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 143. Middle East & Africa Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 144. Middle East & Africa Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 145. Middle East & Africa Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 146. Middle East & Africa Banking CRM Market Share (%), By Country, 2018-2032F
  • Figure 147. Saudi Arabia Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 148. Saudi Arabia Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 149. Saudi Arabia Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 150. Saudi Arabia Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 151. Saudi Arabia Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 152. UAE Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 153. UAE Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 154. UAE Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 155. UAE Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 156. UAE Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 157. South Africa Banking CRM Market, By Value, In USD Billion, 2018-2032F
  • Figure 158. South Africa Banking CRM Market Share (%), By Component, 2018-2032F
  • Figure 159. South Africa Banking CRM Market Share (%), By Deployment Mode, 2018-2032F
  • Figure 160. South Africa Banking CRM Market Share (%), By Application, 2018-2032F
  • Figure 161. South Africa Banking CRM Market Share (%), By Bank Type, 2018-2032F
  • Figure 162. By Component Map-Market Size (USD Billion) & Growth Rate (%), 2024
  • Figure 163. By Deployment Mode Map-Market Size (USD Billion) & Growth Rate (%), 2024
  • Figure 164. By Application Map-Market Size (USD Billion) & Growth Rate (%), 2024
  • Figure 165. By Bank Type Map-Market Size (USD Billion) & Growth Rate (%), 2024
  • Figure 166. By Region Map-Market Size (USD Billion) & Growth Rate (%), 2024
目次
Product Code: MX13480

Global banking CRM market is projected to witness a CAGR of 10.12% during the forecast period 2025-2032, growing from USD 20.06 billion in 2024 to USD 43.38 billion in 2032F, because of the growing demand for secure, personalized, and seamless customer experiences in an increasing digital banking ecosystem. There are several key factors contributing to this growth, including the need for omnichannel engagement, the growing regulatory scrutiny on responsible data use, and the demand for financial inclusion in underserved populations. Additionally, banks and financial institutions are now transitioning to integrated CRM platforms to meet rapidly evolving challenges, moving away from legacy customer management systems. These systems can assist banks in ensuring compliance with evolving data protection regulations, improve their fraud detection capabilities, drive timely customer support and engagement, and allow banks to utilize personalization at scale through AI. As demands for real-time service and transparency grow, customers freely engage with brands and banks in a shifting engagement landscape, and CRM systems will be a critical tool for banks to restore trust, create engagement, and improve customer lifetime value.

A rapid digital transformation in banking customer relationship management (CRM) is striking globally. Part of this transformation is due to growing consumer demand for personalization in their financial services, as well as unified customer data platforms and digital banking experiences. Financial institutions are investing in CRM platforms to improve relationship management, client onboarding, and cross-channel support to deliver actionable insights.

An example of this trend is Wells Fargo announcing in early 2025 the expansion of its commercial banking business through a strategic alliance with Q2. This move allows Wells Fargo to connect its commercial teams with a single CRM and collaboration platform, as well as unify the customer experience. This high-end CRM platform will allow banks to increase transparency of interactions between clients while improving operations. Implementing enterprise-grade CRM systems will allow banks to have a 360-degree view of their customers' interactions, while automating the repetitive processes involved. With increasing expectations from a digitally native customer population as well as increased competition from Fintech companies, the tools available from CRM assist banks in developing loyalty, increasing cross-sell opportunities, and ensuring compliance across customer-facing operations. The market will continue to grow rapidly, especially across mid- to large-tier banks globally.

Digitalization in Banking Drives Global Banking CRM Market Demand

The demand for digitized and personalized banking services has emerged as a significant growth catalyst for the global banking CRM market. Traditional banking has transitioned into a model driven by more advisory, insight-led, or personalized experiences, where institutions will use CRM tools to deliver the most appropriate service based on real-time behavioral and financial data.

In February 2025, Mediobanca launched "Mediobanca Premier", a new digital-first bank to manage family savings through personalized wealth management. Overall, this move highlighted how banks are evolving customer engagement, particularly in retail and private banking, using CRM tools to bundle financial profiling, life-stage mapping, and personalized communications. Banking CRMs can now help banks better segment customers, provide hyper-personalized products, and anticipate customer needs based on transaction behaviour and sentiment analysis. Overall, personalized experiences, fueled by AI integrated into CRM, have led to increases in customer satisfaction and retention rates. As more banks adopt this personalized strategy to combat churn and build lifetime value, digitization and personalization will remain the global priorities for CRM investment.

AI and Advanced Integration in CRM Platform Shape Market Dynamics

The other major driver reshaping the global banking CRM market is the incorporation of AI and advanced integrations to core banking systems to facilitate intelligent decision-making and more proactive customer engagement. Banking CRMs are enabling real-time insights for next-best actions or dynamically managing customer service cases that will allow banks to move from reactive to predictive models of service.

For instance, in February 2025, IBM Corporation joined hands with Alinma Bank to integrate smarter technologies into the Saudi bank's digital ecosystem. This work includes embedding AI and automation into the customer experience workflows to analyze client interactions and speed up responses. Because banks can now embed AI into their CRM platforms, they can see potential upsell offerings, predict customer attrition, or route customer-service issues to the proper department automatically. These capabilities can improve operational efficiency, increase customer satisfaction levels, and drive more revenue per customer. AI-led CRM solutions are the new normal, as banks strive to keep pace within a digital environment with faster, smarter, and more human-like interaction.

Customer Service and Support Leads the Global Banking CRM Market

CRM applications in banking, customer service, and support are still the most relevant segment. It includes omnichannel query management, case management, automated chatbots, feedback collection, and resolution tracking, all of which are fundamental to customer experience and satisfaction. For example, in April 2025, NatWest's Boxed, the embedded banking division, partnered with The AA to offer a new line of digital savings and loan products. CRM systems can track application journeys, where customers apply, while managing support tickets and ensuring that compliance communication is sent properly. This move highlights the wider trend towards more banks embedding support functionality into their digital banking ecosystems, as customer expectations increase around timeliness of resolution and personalization. Banks are focusing on CRM investment that encompasses customer information in a single view and automating relevant support workflows. As banking competition becomes increasingly aggressive, especially when technology-based fintech is offering a quick app-based solution, banks also see that the ability to provide quick, seamless support is quickly becoming a differentiator against traditional and challenger banks. This phenomenon has placed value on emerging industries and supports the lead of this segment.

North America Dominates the Global Banking CRM Market Size

North America is dominating the global banking customer relationship management market, as it is a part of a mature financial ecosystem, rapid technology cloud transformation, and investments into fintech partnerships. In the U.S. and Canada, banks are on the leading edge of digital transformation, using CRM tools for marketing automation, as well as customer journey mapping based on artificial intelligence and more robust compliance tracking. There was recently an example of this leadership in action with the announcement of Capital One acquiring Discover Financial Services in February 2024. This merger epitomizes the continued focus on integrated customer relationship management, big data records, and operational scale. CRM systems are the foundation of managing merged databases, synchronizing engagement strategies, and customizing services for a larger customer base.

North American banks also favour integrating their CRM systems with third-party data APIs and cloud software and applications, further enhancing service delivery and reducing turnaround times. With strong regulatory environments and high rates for customer adoption of digital means, North America continues to be at the forefront of CRM development and use.

Key Players Landscape and Outlook

The global Banking CRM industry is fiercely competitive, with traditional technology giants vying niche players to innovate and scale their offerings. Leading CIOs are gaining traction in the market through product differentiation, financial power, and ecosystem capabilities.

A recent example of how the competitive environment is changing is that UniCredit announced its intention to acquire Aion Bank and its technology partner, Vodeno, in March 2025. This trend is indicative of many other traditional banks acquiring digital banking platforms with CRM capabilities to drive their digital strategy. With Vodeno, UniCredit accessed a cloud-native banking platform with a modular, CRM capable framework that can be quickly deployed across numerous markets. As larger incumbent banks consolidate their technological capabilities and fintechs concentrate on adding specialized CRM features (e.g., AI-driven analytics, ESG tracking), the competitive landscape will continue to evolve. Being able to deliver integrated, scalable, and regulatory-compliant CRM platforms will be essential to maintaining a leadership position in this market long-term.

Table of Contents

1. Project Scope and Definitions

2. Research Methodology

3. Executive Summary

4. Voice of Customers

  • 4.1. Respondent Demographics
  • 4.2. Key Features Expected from CRM Platforms
  • 4.3. Pain Points in Existing CRM Deployments
  • 4.4. Drivers for CRM Adoption in Banks
  • 4.5. Preferred Deployment Models (Cloud vs. On-Premises)

5. Global Banking CRM Market Outlook, 2018-2032F

  • 5.1. Market Size Analysis & Forecast
    • 5.1.1. By Value
  • 5.2. Market Share Analysis & Forecast
    • 5.2.1. By Component
      • 5.2.1.1. Solutions
      • 5.2.1.2. Services
    • 5.2.2. By Deployment Mode
      • 5.2.2.1. On-premises
      • 5.2.2.2. Cloud
    • 5.2.3. By Application
      • 5.2.3.1. Customer Service and Support
      • 5.2.3.2. Lead Management
      • 5.2.3.3. Marketing Automation
      • 5.2.3.4. Sales Force Automation
      • 5.2.3.5. Reporting and Analytics
    • 5.2.4. By Bank Type
      • 5.2.4.1. Retail Banks
      • 5.2.4.2. Corporate Banks
      • 5.2.4.3. Investment Banks
      • 5.2.4.4. Cooperative and Regional Banks
      • 5.2.4.5. Digital-Only Banks
    • 5.2.5. By Region
      • 5.2.5.1. North America
      • 5.2.5.2. Europe
      • 5.2.5.3. Asia-Pacific
      • 5.2.5.4. South America
      • 5.2.5.5. Middle East and Africa
    • 5.2.6. By Company Market Share Analysis (Top 5 Companies and Others - By Value, 2024)
  • 5.3. Market Map Analysis, 2024
    • 5.3.1. By Component
    • 5.3.2. By Deployment Mode
    • 5.3.3. By Application
    • 5.3.4. By Bank Type
    • 5.3.5. By Region

6. North America Banking CRM Market Outlook, 2018-2032F

  • 6.1. Market Size Analysis & Forecast
    • 6.1.1. By Value
  • 6.2. Market Share Analysis & Forecast
    • 6.2.1. By Component
      • 6.2.1.1. Solutions
      • 6.2.1.2. Services
    • 6.2.2. By Deployment Mode
      • 6.2.2.1. On-premises
      • 6.2.2.2. Cloud
    • 6.2.3. By Application
      • 6.2.3.1. Customer Service and Support
      • 6.2.3.2. Lead Management
      • 6.2.3.3. Marketing Automation
      • 6.2.3.4. Sales Force Automation
      • 6.2.3.5. Reporting and Analytics
    • 6.2.4. By Bank Type
      • 6.2.4.1. Retail Banks
      • 6.2.4.2. Corporate Banks
      • 6.2.4.3. Investment Banks
      • 6.2.4.4. Cooperative and Regional Banks
      • 6.2.4.5. Digital-Only Banks
    • 6.2.5. By Country Share
      • 6.2.5.1. United States
      • 6.2.5.2. Canada
      • 6.2.5.3. Mexico
  • 6.3. Country Market Assessment
    • 6.3.1. United States Banking CRM Market Outlook, 2018-2032F*
      • 6.3.1.1. Market Size Analysis & Forecast
        • 6.3.1.1.1. By Value
      • 6.3.1.2. Market Share Analysis & Forecast
        • 6.3.1.2.1. By Component
          • 6.3.1.2.1.1. Solutions
          • 6.3.1.2.1.2. Services
        • 6.3.1.2.2. By Deployment Mode
          • 6.3.1.2.2.1. On-premises
          • 6.3.1.2.2.2. Cloud
        • 6.3.1.2.3. By Application
          • 6.3.1.2.3.1. Customer Service and Support
          • 6.3.1.2.3.2. Lead Management
          • 6.3.1.2.3.3. Marketing Automation
          • 6.3.1.2.3.4. Sales Force Automation
          • 6.3.1.2.3.5. Reporting and Analytics
        • 6.3.1.2.4. By Bank Type
          • 6.3.1.2.4.1. Retail Banks
          • 6.3.1.2.4.2. Corporate Banks
          • 6.3.1.2.4.3. Investment Banks
          • 6.3.1.2.4.4. Cooperative and Regional Banks
          • 6.3.1.2.4.5. Digital-Only Banks
    • 6.3.2. Canada
    • 6.3.3. Mexico

All segments will be provided for all regions and countries covered

7. Europe Banking CRM Market Outlook, 2018-2032F

  • 7.1. Germany
  • 7.2. France
  • 7.3. Italy
  • 7.4. United Kingdom
  • 7.5. Russia
  • 7.6. Netherlands
  • 7.7. Spain
  • 7.8. Turkey
  • 7.9. Poland

8. Asia-Pacific Banking CRM Market Outlook, 2018-2032F

  • 8.1. India
  • 8.2. China
  • 8.3. Japan
  • 8.4. Australia
  • 8.5. Vietnam
  • 8.6. South Korea
  • 8.7. Indonesia
  • 8.8. Philippines

9. South America Banking CRM Market Outlook, 2018-2032F

  • 9.1. Brazil
  • 9.2. Argentina

10. Middle East and Africa Banking CRM Market Outlook, 2018-2032F

  • 10.1. Saudi Arabia
  • 10.2. UAE
  • 10.3. South Africa

11. Demand Supply Analysis

12. Value Chain Analysis

13. Porter's Five Forces Analysis

14. PESTLE Analysis

15. Market Dynamics

  • 15.1. Market Drivers
  • 15.2. Market Challenges

16. Market Trends and Developments

17. Revenue Model

18. Case Studies

19. Competitive Landscape

  • 19.1. Competition Matrix of Top 5 Market Leaders
  • 19.2. SWOT Analysis for Top 5 Players
  • 19.3. Key Players Landscape for Top 10 Market Players
    • 19.3.1. Salesforce, Inc.
      • 19.3.1.1. Company Details
      • 19.3.1.2. Key Management Personnel
      • 19.3.1.3. Products and Services
      • 19.3.1.4. Financials (As Reported)
      • 19.3.1.5. Key Market Focus and Geographical Presence
      • 19.3.1.6. Recent Developments/Collaborations/Partnerships/Mergers and Acquisition
    • 19.3.2. Microsoft Corporation
    • 19.3.3. Oracle Corporation
    • 19.3.4. SAP SE
    • 19.3.5. Adobe Inc.
    • 19.3.6. Infosys Limited
    • 19.3.7. Finastra Group Holdings Limited
    • 19.3.8. Pegasystems Inc.
    • 19.3.9. nCino, Inc.
    • 19.3.10. Temenos AG

Companies mentioned above DO NOT hold any order as per market share and can be changed as per information available during research work.

20. Strategic Recommendations

21. About Us and Disclaimer