ヘルスケアCRMソフトウェアの世界市場：コンポーネント別、展開別、用途別、エンドユーザー別、地域別、2026～2032年

ヘルスケアCRMソフトウェア市場評価～2026～2032年

ヘルスケアビジネスにおける自動化と構造化データへのニーズの高まりにより、市場の成長が予測されます。ヘルスケア顧客関係管理（CRM）ソリューションは、顧客体験を向上させる需要の高まりと、有効性を高め、広範な採用を促進するAI統合のような技術的ブレークスルーにより、ますます普及しており、2024年の評価額168億1,000万米ドルを突破し、2032年には約476億8,000万米ドルの評価額に達します。

これに加えて、ヘルスケアコストの上昇は、患者と医療提供者の双方にとって大きな懸念となっています。CRMシステムは、プロセスを合理化し、コミュニケーションを改善することで、効率を向上させ、コストを削減することができます。これにより、ニッチ市場は2026～2032年にかけて年平均成長率（CAGR）13.92%で成長する見込みです。

ヘルスケアCRMソフトウェアの世界市場定義/概要

ヘルスケア顧客関係管理は、ヘルスケア産業向けに特別に設計されたソフトウェアソリューションです。ヘルスケア組織が患者、医療提供者、その他の利害関係者とのやり取りを管理するのに役立ちます。患者情報の一元化、コミュニケーションの合理化、業務効率の改善により、ヘルスケアCRMシステムは、組織がより良い患者ケアを提供し、全体的なビジネス成果を向上させることを可能にします。

ヘルスケアCRMシステムには、患者関係管理、予約スケジューリング、請求・保険、マーケティング、アウトリーチ、コンプライアンス管理など、幅広いアプリケーションがあります。患者情報を一元化し、コミュニケーションを合理化し、業務効率を改善することで、CRMシステムは、ヘルスケア組織が個別化されたケアを提供し、コストを削減し、全体的なビジネス成果を向上させることを可能にします。

ヘルスケアCRMの将来は、イノベーションを推進し、その機能を拡大する技術の著しい進歩によって特徴付けられます。人工知能と機械学習により、CRMシステムは膨大な量のデータを分析し、パターンを特定し、価値ある洞察を提供することが可能になります。電子カルテ（EHR）や遠隔医療プラットフォームなど、他のヘルスケア技術との統合により、CRMシステムの価値はさらに高まると考えられます。ヘルスケア産業が進化し続ける中、CRMは質の高い患者中心のケアを提供する上で、ますます重要な役割を果たすようになると考えられます。

ヘルスケアサービスのデジタル化の進展が世界のヘルスケアCRMソフトウェア市場の開発をどのように促進しているか？

ヘルスケア CRMソフトウェア市場

ヘルスケアサービスのデジタル化の進展は、ヘルスケア CRMシステムの採用を促進しています。これらのプラットフォームにより、ヘルスケアプロバイダは患者との関係をより効果的に管理し、コミュニケーションを合理化し、全体的なケア・コーディネーションを改善することができます。Office of the National Coordinator for Health Information Technologyによると、2021年現在、米国の病院の96％が認定EHR技術を採用しており、CRM統合のための強力な基盤を構築しています。

患者中心のケアと個別化医療への注目の高まりが、ヘルスケアCRMソリューションの需要を押し上げています。CRMプラットフォームは、患者の嗜好、治療履歴、コミュニケーションパターンの追跡に役立ち、よりオーダーメイドのヘルスケアサービスを可能にします。この動向は、ヘルスケア産業におけるバリュー・ベースケアモデルへの幅広いシフトと一致しています。メディケア＆メディケイドサービスセンター（Centers for Medicare & Medicaid Services）は、2022年にはメディケアの決済の40％が代替決済モデルに結び付けられると報告しており、より優れた患者関係管理の必要性が強調されています。

ポピュレーションヘルス管理の重要性の高まりは、ヘルスケア CRMシステムの導入に拍車をかけています。CRMシステムは、異なるヘルスケア環境間でのより良いケア連携を促進し、積極的な患者アウトリーチプログラムをサポートします。このアプローチは、ヘルスケアコストを削減し、全体的な集団健康アウトカムを改善するための世界の取り組みと一致しています。米国保健福祉省の報告によると、2021年には医療機関の61%が集団健康管理イニシアチブに積極的に取り組んでいます。

ヘルスケアCRMシステムの導入とメンテナンスの高コストが世界のヘルスケアCRMソフトウェア市場の成長をどのように阻害しているか？

ヘルスケアCRMシステムの導入とメンテナンスにかかる高いコストは、特に小規模な医療提供者やクリニックにとって大きな障壁となっています。ソフトウェア、ハードウェア、スタッフ・トレーニングへの初期投資は相当なものになり、アップグレード、サポート、カスタマイズのための継続的なコストは経済的負担に拍車をかけます。米国メディケア＆メディケイドサービスセンターの報告によると、2021年の国民医療支出は2.7％増の4兆3,000億米ドルに達し、ヘルスケア部門が直面する財政的重圧を浮き彫りにしています。

データセキュリティとプライバシーの懸念は、ヘルスケアCRM市場に大きな課題をもたらしています。ヘルスケア組織は機密性の高い患者情報を収集・保管するため、HIPAAやGDPRのような規制へのコンプライアンスを確保することが極めて重要になります。強固なセキュリティ対策を実施し、患者の信頼を維持することは、CRMプロバイダや医療機関にとって継続的な課題です。米国保健福祉省によると、2022年に500人以上に影響を与えた医療データ漏えいは599件あり、5,100万件以上の患者記録が流出しました。

既存のヘルスケアITシステムとの複雑な統合は、ヘルスケアCRM市場におけるもう一つの大きな課題です。多くのヘルスケア組織は、CRMソリューションと電子カルテ（EHR）システムやその他のレガシーソフトウェアとのシームレスな統合に苦慮しています。このような相互運用性の欠如は、データのサイロ化、非効率性、CRMの導入効果の低下につながります。Office of the National Coordinator for Health Information Technologyの報告によると、2021年には、患者が自分の健康情報にアクセスできるAPIを実装している病院は55%に過ぎませんでした。

目次

第1章 世界のヘルスケア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 ヘルスケア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 ヘルスケアCRMソフトウェアの世界市場：コンポーネント別

• 概要
• ソフトウェア
• サービス

第6章 ヘルスケアCRMソフトウェアの世界市場：展開別

• 概要
• ウェブ/クラウドベース
• オンプレミス

第7章 ヘルスケアCRMソフトウェアの世界市場：用途別

• 概要
• カスタマーサービス＆サポート
• セールス＆マーケティング
• コミュニティアウトリーチ
• 患者情報管理
• 症例管理
• 関係管理
• 症例調整

第8章 ヘルスケアCRMソフトウェアの世界市場：エンドユーザー別

• 概要
• 病院
• クリニック
• 診断センター
• 製薬会社

第9章 ヘルスケア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10章 ヘルスケアCRMソフトウェアの世界市場競合情勢

• 概要
• 各社の市場ランキング
• 主要開発戦略

第11章 企業プロファイル

• Microsoft
• Oracle（Cerner Corporation）
• IBM
• SAP
• Accenture
• Zoho Corporation
• LeadSquared
• Salesforce
• Veeva Systems
• Talisma
• Alvaria
• N内燃機関
• Verint Systems Inc.
• Creatio

第12章 付録

• 関連調査

Healthcare CRM Software Market Valuation - 2026-2032

The market is anticipated to grow as a result of rising need for automation and structured data from the healthcare business. Healthcare customer relationship management (CRM) solutions are becoming more and more popular due to the growing demand to improve the customer experience and technological breakthroughs like AI integration that increase efficacy and drive widespread adoption, surpassing USD 16.81 Billion valued in 2024 to reach a valuation of around USD 47.68 Billion by 2032.

In addition to this, the rising cost of healthcare is a major concern for both patients and providers. CRM systems can help to improve efficiency and reduce costs by streamlining processes and improving communication, thus enabling the niche market grow at a CAGR of 13.92% from 2026 to 2032.

Global Healthcare CRM Software Market: Definition/ Overview

Healthcare Customer Relationship Management (CRM) is a software solution specifically designed for the healthcare industry. It helps healthcare organizations manage interactions with patients, providers, and other stakeholders. By centralizing patient information, streamlining communication, and improving operational efficiency, healthcare CRM systems enable organizations to deliver better patient care and improve overall business outcomes.

Healthcare CRM systems have a wide range of applications, including patient relationship management, appointment scheduling, billing and insurance, marketing and outreach, and compliance management. By centralizing patient information, streamlining communication, and improving operational efficiency, CRM systems enable healthcare organizations to deliver personalized care, reduce costs, and enhance overall business outcomes.

The future of healthcare CRM is marked by significant advancements in technology driving the innovation and expanding its capabilities. Artificial intelligence and machine learning will enable CRM systems to analyze vast amounts of data, identify patterns, and provide valuable insights. Integration with other healthcare technologies, such as electronic health records (EHRs) and telemedicine platforms, will further enhance the value of CRM systems. As the healthcare industry continues to evolve, healthcare CRM will play an increasingly vital role in delivering high-quality, patient-centered care.

How the Growing Digitization of Healthcare Services Fueling the Development of Global

Healthcare CRM Software Market?

The increasing digitization of healthcare services is driving the adoption of healthcare CRM systems. These platforms enable healthcare providers to manage patient relationships more effectively, streamline communication, and improve overall care coordination. According to the Office of the National Coordinator for Health Information Technology, as of 2021, 96% of U.S. hospitals have adopted certified EHR technology, creating a strong foundation for CRM integration.

The rising focus on patient-centered care and personalized medicine is boosting the demand for healthcare CRM solutions. CRM platforms help in tracking patient preferences, treatment history, and communication patterns, allowing for more tailored healthcare services. This trend aligns with the broader shift towards value-based care models in the healthcare industry. The Centers for Medicare & Medicaid Services reported that in 2022, 40% of Medicare payments were tied to alternative payment models, emphasizing the need for better patient relationship management.

The growing importance of population health management is fueling the adoption of healthcare CRM systems. CRM systems facilitate better care coordination across different healthcare settings and support proactive patient outreach programs. This approach aligns with the global efforts to reduce healthcare costs and improve overall population health outcomes. The U.S. Department of Health and Human Services reported that in 2021, 61% of healthcare organizations were actively engaged in population health management initiatives.

How the High Cost of Implementation and Maintenance of Healthcare CRM Systems Hindering the Global Healthcare CRM Software Market Growth?

The high cost of implementation and maintenance of healthcare CRM systems poses a significant barrier, especially for smaller healthcare providers and clinics. Initial investments in software, hardware, and staff training can be substantial, while ongoing costs for upgrades, support, and customization add to the financial burden. The U.S. Centers for Medicare & Medicaid Services reported that national health spending grew 2.7% to $4.3 trillion in 2021, highlighting the financial pressures facing the healthcare sector.

Data security and privacy concerns pose significant challenges in the healthcare CRM market. As healthcare organizations collect and store sensitive patient information, ensuring compliance with regulations like HIPAA and GDPR becomes crucial. Implementing robust security measures and maintaining patient trust are ongoing challenges for CRM providers and healthcare institutions. According to the U.S. Department of Health and Human Services, there were 599 healthcare data breaches affecting 500 or more individuals in 2022, exposing over 51 million patient records.

Integration complexities with existing healthcare IT systems present another major challenge in the healthcare CRM market. Many healthcare organizations struggle to seamlessly integrate CRM solutions with their electronic health records (EHR) systems and other legacy software. This lack of interoperability can lead to data silos, inefficiencies, and reduced effectiveness of CRM implementations. The Office of the National Coordinator for Health Information Technology reported that in 2021, only 55% of hospitals had implemented APIs that allowed patients to access their health information.

Category-Wise Acumens

What are the Features Bolstering the Demand of Cloud/Web-Based Segment?

The cloud/web-based segment has emerged as the dominant force in the global healthcare CRM software market, driven by its scalability, accessibility, and cost-effectiveness. Healthcare providers are increasingly adopting cloud-based CRM solutions to streamline patient engagement, improve care coordination, and enhance operational efficiency. According to the Office of the National Coordinator for Health Information Technology, 89% of hospitals used cloud-based EHR systems in 2021, indicating a strong preference for cloud technology in healthcare.

The dominance of cloud/web-based deployment in healthcare CRM is further reinforced by the increasing focus on data security and compliance. The U.S. Department of Health and Human Services reported that 93% of healthcare organizations were using cloud services in some capacity as of 2022, with CRM being one of the top applications. For instance, on August 18, 2023, Salesforce Health Cloud expanded its cloud-based offerings with new AI-powered patient engagement tools, further solidifying its position in the cloud-based healthcare CRM market.

How will the Demand for Customer Service & Support Application Segment Projects the Market Growth?

The cloud-based segment has emerged as a dominant force in the global healthcare CRM software market, driven by the increasing focus on patient-centric care and improved communication between healthcare providers and patients. This segment's dominance is further bolstered by the growing adoption of digital health solutions, with the U.S. Department of Health and Human Services reporting that 96% of hospitals had adopted certified health IT by 2021.

The growth of this segment can be attributed to the rising demand for personalized patient experiences and the need to streamline administrative tasks in healthcare settings. A survey conducted by the National Health Service (NHS) in the United Kingdom revealed that 73% of patients prefer healthcare providers who offer digital communication channels for inquiries and support as of January 2024.

Country/Region Wise Acumens

How will the Technological Advancements Propels the Healthcare CRM Software Market Growth in North America?

The North American healthcare CRM software market is poised to dominate the market during the forecast period, driven by advanced technological infrastructure and a robust healthcare system. According to the U.S. Department of Health and Human Services, as of September 2023, over 95% of hospitals and 78% of office-based physicians have adopted certified health IT. This widespread adoption of digital solutions has created a fertile ground for healthcare CRM implementation across the region.

The North American market growth is further bolstered by strategic moves from key industry players. For instance, on March 15, 2024, Salesforce announced the launch of its AI-powered Healthcare Cloud, specifically designed to enhance patient engagement and streamline healthcare operations. This innovation is expected to significantly impact the healthcare CRM landscape, potentially accelerating market growth in the North American region and solidifying its position as the global leader in healthcare CRM adoption and innovation.

How will the Rising Focus on Patient-Centric Care Enhance the Market Growth in the Asia-Pacific?

The Asia-Pacific healthcare CRM software market is anticipated to grow at a rapid CAGR during the forecast period, driven by the growing focus on patient-centric care along with the increasing adoption of digital health solutions. According to a report by the Australian Digital Health Agency, as of June 2023, over 23 million Australians have a My Health Record, representing 90% of the population, indicating a strong digital health infrastructure in the region. This digital readiness, coupled with the rising demand for personalized healthcare experiences, is expected to fuel the expansion of healthcare CRM solutions across various countries in Asia Pacific.

The market growth is further propelled by strategic initiatives from key players in the region. For instance, on September 15, 2024, Salesforce, a leading CRM provider, announced a partnership with Singapore Ministry of Health to implement a nationwide healthcare CRM system, aiming to enhance patient engagement and streamline healthcare delivery. This collaboration underscores the increasing recognition of CRM potential in improving healthcare outcomes and operational efficiency.

Competitive Landscape

The global healthcare CRM software market is a dynamic and competitive landscape, with a mix of established players and emerging challengers vying for market share. These players are actively working to strengthen their presence by implementing strategic plans such as collaborations, mergers, acquisitions, and political support. The organizations are dedicated to continuously improving their product line to meet the needs of a wide range of customers in different regions.

Some of the key players operating in the global healthcare CRM software market include:

Microsoft, Oracle (Cerner Corporation), IBM, SAP, Accenture, Zoho Corporation, LeadSquared, Salesforce, Veeva Systems, Talisma, Alvaria, NICE, Verint Systems Inc., Creatio

Latest Developments

• In April 2022, Cured launched its next generation of digital marketing and customer relationship management (CRM) platform for the healthcare industry, allowing the company to fulfil its purpose of bringing care full circle even more.
• In March 2022, Epic introduced a customer relationship management system (CRM) for health systems. The company is also working on an app that would allow doctors to investigate the best practices for their patients using real-world data.

Healthcare CRM Software Market, By Category

• Component
• Software
• Services
• Deployment
• Web/Cloud-Based
• On-Premises
• Application
• Customer Service & Support
• Sales & Marketing
• Community Outreach
• Patient Information Management
• Case Management
• Relationship Management
• Case Coordination
• End-User
• Hospitals
• Clinics
• Diagnostic Centers
• Pharmaceutical Companies
• Region
• North America
• Europe
• Asia Pacific
• Latin America
• Middle East & Africa

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL HEALTHCARE 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 HEALTHCARE 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 HEALTHCARE CRM SOFTWARE MARKET, BY COMPONENT

• 5.1 Overview
• 5.2 Software
• 5.3 Services

6 GLOBAL HEALTHCARE CRM SOFTWARE MARKET, BY DEPLOYMENT

• 6.1 Overview
• 6.2 Web/Cloud-Based
• 6.3 On-Premises

7 GLOBAL HEALTHCARE CRM SOFTWARE MARKET, BY APPLICATION

• 7.1 Overview
• 7.2 Customer Service & Support
• 7.3 Sales & Marketing
• 7.4 Community Outreach
• 7.5 Patient Information Management
• 7.6 Case Management
• 7.7 Relationship Management
• 7.8 Case Coordination

8 GLOBAL HEALTHCARE CRM SOFTWARE MARKET, BY END-USER

• 8.1 Overview
• 8.2 Hospitals
• 8.3 Clinics
• 8.4 Diagnostic Centers
• 8.5 Pharmaceutical Companies

9 GLOBAL HEALTHCARE CRM SOFTWARE MARKET, BY GEOGRAPHY

• 9.1 Overview
• 9.2 North America
  • 9.2.1 U.S.
  • 9.2.2 Canada
  • 9.2.3 Mexico
• 9.3 Europe
  • 9.3.1 Germany
  • 9.3.2 U.K.
  • 9.3.3 France
  • 9.3.4 Rest of Europe
• 9.4 Asia Pacific
  • 9.4.1 China
  • 9.4.2 Japan
  • 9.4.3 India
  • 9.4.4 Rest of Asia Pacific
• 9.5 Rest of the World
  • 9.5.1 Latin America
  • 9.5.2 Middle East & Africa

10 GLOBAL HEALTHCARE CRM SOFTWARE MARKET COMPETITIVE LANDSCAPE

• 10.1 Overview
• 10.2 Company Market ranking
• 10.3 Key Development Strategies

11 COMPANY PROFILES

• 11.1 Microsoft
• 11.2 Oracle (Cerner Corporation)
• 11.3 IBM
• 11.4 SAP
• 11.5 Accenture
• 11.6 Zoho Corporation
• 11.7 LeadSquared
• 11.8 Salesforce
• 11.9 Veeva Systems
• 11.10 Talisma
• 11.11 Alvaria
• 11.12 NICE
• 11.13 Verint Systems Inc.
• 11.14 Creatio

12 APPENDIX

• 10.1 Related Research