CRMソフトウェア市場：展開別、組織規模別、地域別、2026～2032年

CRMソフトウェア市場評価～2026～2032年

特に小売、ヘルスケア、銀行などの産業では、顧客中心のビジネスモデルに対する需要が高まっており、導入が進んでいます。クラウドベースのCRMソリューションの台頭は、柔軟性、費用対効果、容易な拡大性を提供し、あらゆる規模の企業にアピールしています。人工知能（AI）やデータ分析のような先進技術との統合は、CRM機能を強化し、より深い顧客洞察と自動化を提供しています。CRMソフトウェアのニーズは、2024年に782億8,000万米ドルを突破し、2032年には2,078億4,000万米ドルに達します。

また、顧客体験の向上と顧客維持に重点を置く傾向が強まっていることから、企業はCRMソフトウェアへの投資を増やしており、市場の成長をさらに後押ししています。これらの要因により、さまざまな産業でCRMソフトウェアの利用が増加しており、2026～2032年のCAGRは14.32%で成長すると予想されます。

CRMソフトウェア市場定義/概要

顧客関係管理（CRM）ソフトウェアは、顧客データの保存、相互作用の追跡、販売、マーケティング、顧客サポートプロセスの自動化によって、企業と現在と潜在顧客との相互作用を管理するために設計されたシステムを指します。その用途はさまざまな産業に及び、企業が顧客とのエンゲージメントを強化し、販売管理を改善し、業務を合理化し、全体的な顧客満足度を高めるのに役立っています。CRMソフトウェア市場の将来は、AI、クラウドベースのソリューション、先進的分析の採用が増加し、企業がパーソナライズされた体験を提供し、顧客行動に関する貴重な洞察を得ることが可能になるため、大きな成長が見込まれます。

顧客中心のビジネスモデルへの需要の高まりはCRMソフトウェア市場を促進するか？

顧客中心のビジネスモデルに対する需要の高まりが、CRMソフトウェア市場の成長を大きく後押ししています。企業は、顧客体験を向上させるために、パーソナライズされた顧客対応とデータ主導洞察を優先しており、これがCRMソフトウェアの採用率上昇につながっています。小売、ヘルスケア、金融サービスなどのセグメントでは、顧客ロイヤルティと顧客維持を強化するためにCRMソリューションへの投資が特に進んでいます。このシフトは、デジタルチャネルへの依存度が高まっており、企業が大量の顧客データを効率的に管理する必要があることも後押ししています。CRMソフトウェアは、企業が業務を合理化し、顧客の嗜好に合わせてマーケティング活動を調整するのに役立ちます。

政府の統計もこの動向を裏付けています。例えば米国では、経済分析局（BEA）の報告によると、CRMを含むクラウドソフトウェアへの支出は、2023年に年間12％の伸びを示しました。また、欧州委員会のデータによると、EUでは2022年に58%以上の企業が顧客関係管理ツールを導入しており、産業を問わずデジタル顧客ソリューションに対する需要が着実に高まっていることを反映しています。これらの数字は、顧客中心モデルがCRMソフトウェア市場を世界的に押し上げる上で極めて重要な役割を果たしていることを浮き彫りにしています。

データプライバシーとセキュリティはCRMソフトウェア市場の成長を妨げるか？

データのプライバシーとセキュリティに関する懸念は、CRMソフトウェア市場の成長を妨げる可能性があります。CRMシステムは大量の機密性の高い顧客情報を扱うため、脆弱性や違反があれば、多額の金銭的損失、法的処罰、企業の評判の低下につながりかねません。

欧州の一般データ保護規則（GDPR）やカリフォルニア州消費者プライバシー法（CCPA）などの厳しい規制により、企業は厳格なデータ保護基準に準拠する必要があります。さらに、サイバー攻撃やデータ漏洩がより巧妙になるにつれ、企業は顧客データをリスクにさらすことを恐れて、新しいCRMソリューションの導入をためらうことがあります。このような懸念は、ヘルスケアや金融など、機密性の高いデータを扱う産業では特に顕著です。

目次

第1章 世界のCRMソフトウェア市場の導入

• 市場概要
• 調査範囲
• 前提条件

第2章 エグゼクティブサマリー

第3章 VERIFIED MARKET RESEARCHの調査手法

• データマイニング
• バリデーション
• 一次資料
• データソース一覧

第4章 CRMソフトウェアの世界市場展望

• 概要
• 市場力学
  • 促進要因
  • 抑制要因
  • 機会
• ポーターのファイブフォースモデル
• バリューチェーン分析

第5章 CRMソフトウェアの世界市場：展開別

• 概要
• クラウドベース
• オンプレミス

第6章 CRMソフトウェアの世界市場：組織規模別

• 概要
• 中小企業
• 大企業

第7章 CRMソフトウェアの世界市場：地域別

• 概要
• 北米
  • 米国
  • カナダ
  • メキシコ
• 欧州
  • ドイツ
  • 英国
  • フランス
  • その他の欧州
• アジア太平洋
  • 中国
  • 日本
  • インド
  • その他のアジア太平洋
• その他
  • ラテンアメリカ
  • 中東・アフリカ

第8章 世界のCRMソフトウェア市場の競合情勢

• 概要
• 各社の市場ランキング
• 主要開発戦略

第9章 企業プロファイル

• Adobe Inc.
• AMDOCS Ltd.
• Huawei Technologies Co., Ltd.
• IBM Corporation
• Infor
• Microsoft Corporation
• NetSuite, Inc.
• NICE Ltd.
• Oracle Corporation
• Salesforce.com, Inc.

第10章 付録

• 関連調査

CRM Software Market Valuation - 2026-2032

The increasing demand for customer-centric business models, especially in industries like retail, healthcare, and banking, is driving adoption. The rise of cloud-based CRM solutions offers flexibility, cost-effectiveness, and easy scalability, appealing to businesses of all sizes. Integration with advanced technologies like artificial intelligence (AI) and data analytics is enhancing CRM capabilities, providing deeper customer insights and automation. The need for CRM software is surpassing USD 78.28 Billion in 2024 and reaching USD 207.84 Billion by 2032.

Additionally, the growing emphasis on improving customer experience and retention has pushed companies to invest more in CRM software, further boosting market growth. These factors contribute to the increasing use of CRM Software in a variety of industries is expected to grow at a CAGR of 14.32% about from 2026 to 2032.

CRM Software Market: Definition/ Overview

Customer Relationship Management (CRM) software refers to a system designed to manage a company's interactions with current and potential customers by storing customer data, tracking interactions, and automating sales, marketing, and customer support processes. Its application spans various industries, helping businesses enhance customer engagement, improve sales management, streamline operations, and boost overall customer satisfaction. The future of the CRM software market is expected to witness significant growth due to the increasing adoption of AI, cloud-based solutions, and advanced analytics, enabling businesses to offer personalized experiences and gain valuable insights into customer behavior.

Will Increasing Demand for Customer-Centric Business Models is Propelling the CRM Software Market?

the increasing demand for customer-centric business models is significantly driving the growth of the CRM software market. Businesses are prioritizing personalized customer interactions and data-driven insights to enhance customer experience, which has led to higher adoption of CRM software. Sectors like retail, healthcare, and financial services are particularly investing in CRM solutions to strengthen customer loyalty and retention. This shift is further supported by the growing reliance on digital channels, where companies need to manage large amounts of customer data effectively. CRM software helps organizations streamline their operations and tailor their marketing efforts to meet customer preferences.

Government statistics back this trend. For instance, in the U.S., the Bureau of Economic Analysis (BEA) reported that spending on cloud software, which includes CRM, saw an annual growth of 12% in 2023. Additionally, data from the European Commission indicates that over 58% of businesses in the EU adopted customer relationship management tools in 2022, reflecting a steady rise in demand for digital customer solutions across industries. These figures highlight the pivotal role that customer-centric models are playing in boosting the CRM software market globally.

Will Data Privacy and Security Hamper the Growth of the CRM Software Market?

Data Privacy and Security concerns can potentially hamper the growth of the CRM software market. With CRM systems handling large volumes of sensitive customer information, any vulnerabilities or breaches can lead to significant financial losses, legal penalties, and damage to a company's reputation.

Stringent regulations, such as the General Data Protection Regulation (GDPR) in Europe and the California Consumer Privacy Act (CCPA), require companies to comply with strict data protection standards. Moreover, as cyberattacks and data breaches become more sophisticated, businesses may hesitate to implement new CRM solutions due to fears of exposing customer data to risk. This concern is particularly prevalent for industries handling highly confidential data, such as healthcare and finance.

Category-Wise Acumens

Will Flexibility in Cloud Based Solutions Boost the CRM Software Market?

The flexibility offered by cloud-based solutions is significantly boosting the CRM software market. Cloud-based CRM systems allow businesses to easily scale their operations according to changing needs without the limitations of hardware constraints. Companies can rapidly add or remove users, features, and functionalities as necessary, making these solutions highly adaptable to business growth and market dynamics. This flexibility also facilitates remote access, enabling teams to collaborate and manage customer relationships from anywhere, which is increasingly vital in today's hybrid work environments.

Additionally, cloud-based CRM solutions often come with automatic updates and integration capabilities, ensuring that organizations always have access to the latest features and security enhancements. This reduces the burden on IT departments and minimizes downtime, allowing businesses to focus on leveraging customer data for improved decision-making and personalized marketing strategies.

The on-premise segment is the fastest-growing segment, driven by specific industry needs for enhanced security, data control, and customization. Organizations in sectors such as government and finance often prefer on-premise solutions to ensure compliance with strict data regulations and maintain complete control over their sensitive information.

Will Extensive Resources in Large Enterprises Fuel the CRM Software Market?

The extensive resources available in large enterprises significantly fuel the CRM software market. These organizations often have the financial capacity to invest in advanced CRM solutions that offer a wide range of functionalities, such as data analytics, artificial intelligence integration, and customized features. With the ability to leverage these sophisticated tools, large enterprises can enhance their customer engagement strategies, streamline operations, and improve sales performance, making CRM software an essential part of their business strategy.

Additionally, large enterprises tend to have more complex customer relationship needs, requiring robust CRM systems to manage vast amounts of data across different channels and touchpoints. Their demand for comprehensive CRM solutions drives innovation and development in the market, as software vendors seek to meet the specific requirements of these organizations.

The small and medium-sized enterprises (SMEs) segment is the fastest-growing segment in the CRM market. The increasing availability of cost-effective, cloud-based CRM solutions tailored for SMEs allows these businesses to leverage customer relationship management tools without significant upfront investments.

Country/Region-wise

Will Strong Demand for Innovative Solutions in North America Drive the Expansion of The CRM Software Market?

The Customer Relationship Management (CRM) software market in North America is poised for significant growth, driven by the increasing demand for innovative solutions that enhance customer engagement and streamline business processes. Companies are recognizing the value of leveraging advanced CRM systems to gain insights into customer behavior, preferences, and trends, which are essential for creating personalized experiences. According to a report from Government, the CRM software market size in North America was valued at approximately $19.9 billion in 2021 and is projected to grow at a compound annual growth rate (CAGR) of 14.2% from 2022 to 2028, indicating a strong upward trajectory fueled by technological advancements and shifting market dynamics.

Government statistics also highlight the growing investment in digital transformation across industries, with many businesses allocating up to 25% of their IT budgets toward CRM solutions. This trend is further supported by initiatives aimed at enhancing small and medium-sized enterprises' (SMEs) access to digital tools. The U.S. Small Business Administration noted that approximately 60% of SMEs are planning to adopt or upgrade their CRM systems to improve efficiency and customer relationships.

Will Rapid Digital Transformation in Asia Pacific Propel the CRM Software Market?

The Asia Pacific region is witnessing a rapid digital transformation across various sectors, driven by increasing internet penetration, mobile device usage, and the need for enhanced customer engagement. According to a report by the International Telecommunication Union (ITU), internet penetration in the Asia Pacific reached approximately 54.8% in 2023, up from 51.2% in 2021. This surge in connectivity is compelling businesses to adopt Customer Relationship Management (CRM) software solutions to streamline customer interactions and improve service delivery. As organizations focus on leveraging data-driven insights to enhance customer experiences, the CRM software market is expected to flourish.

Government initiatives, such as the Digital India program, which aims to transform India into a digitally empowered society, are also playing a crucial role in this growth. Moreover, according to the Asia-Pacific Economic Cooperation (APEC), businesses that invest in CRM systems report an average increase of 10% in customer satisfaction scores, showcasing the tangible benefits of digital transformation efforts in the region.

Competitive Landscape

The competitive landscape of the CRM software market is characterized by a mix of established players and emerging startups, each focusing on innovative features such as real-time tracking, integration with IoT devices, and user-friendly interfaces. Companies are increasingly investing in research and development to enhance product offerings and improve customer service, creating a dynamic and rapidly evolving market environment.

Some of the prominent players operating in the CRM software market include:

Adobe Inc.

AMDOCS Ltd.

Huawei Technologies Co., Ltd.

IBM Corporation

Infor

Microsoft Corporation

NetSuite, Inc.

NICE Ltd.

Oracle Corporation

com, Inc.

Latest Developments

In August 2024 HubSpot introduced several AI-powered tools to its CRM platform, designed to automate customer interactions and provide personalized insights.

In July 2024 Salesforce announced the successful integration of Slack into its Customer Relationship Management platform. This acquisition aims to enhance collaboration and communication features within the CRM, allowing users to streamline workflows and improve customer interactions.

In June 2024 Microsoft unveiled a series of updates to its Dynamics 365 CRM platform, including enhanced analytics and reporting features powered by artificial intelligence.

CRM Software Market, By Category

• Deployment
• Cloud-Based
• On-Premise
• Organization Size
• Small and Medium-sized Enterprises (SMEs)
• Large Enterprises
• Region:
• North America
• Europe
• Asia-Pacific
• South America
• Middle East & Africa

TABLE OF CONTENTS

1. INTRODUCTION OF GLOBAL CRM SOFTWARE MARKET

• 1.1. Overview of the Market
• 1.2. Scope of Report
• 1.3. Assumptions

2. EXECUTIVE SUMMARY

3. RESEARCH METHODOLOGY OF VERIFIED MARKET RESEARCH

• 3.1. Data Mining
• 3.2. Validation
• 3.3. Primary Interviews
• 3.4. List of Data Sources

4. GLOBAL CRM SOFTWARE MARKET OUTLOOK

• 4.1. Overview
• 4.2. Market Dynamics
  • 4.2.1. Drivers
  • 4.2.2. Restraints
  • 4.2.3. Opportunities
• 4.3. Porters Five Force Model
• 4.4. Value Chain Analysis

5. GLOBAL CRM SOFTWARE MARKET, BY DEPLOYMENT

• 5.1. Overview
• 5.2. Cloud-Based
• 5.3. On-Premise

6. GLOBAL CRM SOFTWARE MARKET, BY ORGANIZATION SIZE

• 6.1. Overview
• 6.2. SMEs
• 6.3. Large Enterprises

7. GLOBAL CRM SOFTWARE MARKET, BY GEOGRAPHY

• 7.1. Overview
• 7.2. North America
  • 7.2.1. U.S.
  • 7.2.2. Canada
  • 7.2.3. Mexico
• 7.3. Europe
  • 7.3.1. Germany
  • 7.3.2. U.K.
  • 7.3.3. France
  • 7.3.4. Rest of Europe
• 7.4. Asia Pacific
  • 7.4.1. China
  • 7.4.2. Japan
  • 7.4.3. India
  • 7.4.4. Rest of Asia Pacific
• 7.5. Rest of the World
  • 7.5.1. Latin America
  • 7.5.2. Middle East & Africa

8. GLOBAL CRM SOFTWARE MARKET COMPETITIVE LANDSCAPE

• 8.1. Overview
• 8.2. Company Market Ranking
• 8.3. Key Development Strategies

9. COMPANY PROFILES

• 9.1. Adobe Inc.
  • 9.1.1. Overview
  • 9.1.2. Financial Performance
  • 9.1.3. Product Outlook
  • 9.1.4. Key Developments
• 9.2. AMDOCS Ltd.
  • 9.2.1. Overview
  • 9.2.2. Financial Performance
  • 9.2.3. Product Outlook
  • 9.2.4. Key Developments
• 9.3. Huawei Technologies Co., Ltd.
  • 9.3.1. Overview
  • 9.3.2. Financial Performance
  • 9.3.3. Product Outlook
  • 9.3.4. Key Developments
• 9.4. IBM Corporation
  • 9.4.1. Overview
  • 9.4.2. Financial Performance
  • 9.4.3. Product Outlook
  • 9.4.4. Key Developments
• 9.5. Infor
  • 9.5.1. Overview
  • 9.5.2. Financial Performance
  • 9.5.3. Product Outlook
  • 9.5.4. Key Developments
• 9.6. Microsoft Corporation
  • 9.6.1. Overview
  • 9.6.2. Financial Performance
  • 9.6.3. Product Outlook
  • 9.6.4. Key Developments
• 9.7. NetSuite, Inc.
  • 9.7.1. Overview
  • 9.7.2. Financial Performance
  • 9.7.3. Product Outlook
  • 9.7.4. Key Developments
• 9.8. NICE Ltd.
  • 9.8.1. Overview
  • 9.8.2. Financial Performance
  • 9.8.3. Product Outlook
  • 9.8.4. Key Developments
• 9.9. Oracle Corporation
  • 9.9.1. Overview
  • 9.9.2. Financial Performance
  • 9.9.3. Product Outlook
  • 9.9.4. Key Developments
• 9.10. Salesforce.com, Inc.
  • 9.10.1. Overview
  • 9.10.2. Financial Performance
  • 9.10.3. Product Outlook
  • 9.10.4. Key Developments

10. Appendix

• 10.1. Related Research