Global Customer Relationship Management Software Market Size study, by Component, by Deployment, by Enterprise Size, by Application, by Vertical, and Regional Forecasts 2022-2032

Description

Global Customer Relationship Management Software Market is valued at approximately USD 91.43 billion in 2023 and is anticipated to grow with a healthy growth rate of more than 12.6% over the forecast period 2024-2032. Customer Relationship Management (CRM) software helps enterprises manage, organize, and monitor business operations to improve customer satisfaction. It streamlines customer service processes by providing agents with access to comprehensive customer information and history, enabling faster issue resolution, proactive support, and consistent service delivery across channels. This leads to enhanced service levels and improved customer retention, crucial for sustaining business growth.

The integration of artificial intelligence (AI) and machine learning (ML) technologies into CRM systems is accelerating automation across various processes, including customer service, sales, and marketing. AI-driven chatbots, predictive analytics, and personalized recommendations are becoming standard features, enabling businesses to streamline operations and enhance customer experiences. AI-based software helps organizations understand customers' psychological states and deliver personalized solutions, fostering stronger customer relationships. Furthermore, generative AI algorithms analyze vast amounts of customer data, uncovering patterns and insights that traditional analytics might overlook. By leveraging predictive analytics, CRM systems anticipate customer needs, identify opportunities for cross-selling and upselling, and optimize sales and marketing strategies, thus maximizing ROI. However, the lack of customization, standardization and interoperability issues are challenging the market growth throughout the forecast period of 2024-2032.

The key regions considered for the Global Customer Relationship Management Software Market study include Asia Pacific, North America, Europe, Latin America, and Rest of the World. North America is a dominating region in the Customer Relationship Management Software Market in terms of revenue. The market growth in the region is being attributed to factors including the region prioritize customer experience and satisfaction. The U.S. is projected to account for the larger share of the market due to the presence of key market players. Whereas, the market in Asia Pacific is anticipated to grow at the fastest rate over the forecast period fueled by rapid economic growth in emerging markets such as China, India, and Southeast Asia, where businesses are adopting customer-centric strategies to differentiate and drive growth.

Major market players included in this report are:

Infor, Inc. (U.S.)
Salesforce, Inc. (U.S.)
Zendesk, Inc. (U.S.)
HubSpot, Inc. (U.S.)
Adobe Systems, Inc. (U.S.)
SAP SE (Germany)
Infusion Software, Inc. (Keap) (U.S.)
IBM Corporation (U.S.)
Microsoft Corporation (U.S.)
Oracle Corporation (U.S.)
Freshworks Inc. (U.S.)
Zoho Corporation (India)
SugarCRM Inc. (U.S.)
Pipedrive Inc. (Estonia)
Insightly Inc. (U.S.)

The detailed segments and sub-segment of the market are explained below:

By Component:

Software
Services

By Deployment:

On-Premises
Cloud

By Enterprise Size:

Large Enterprises
SMEs

By Application:

Marketing and Sales Automation
Customer Management
Lead Generation & Customer Retention
Customer Support and Contact Center
CRM Analytics
Social Media Management

By Vertical:

Banking, Financial Services and Insurance (BFSI)
Manufacturing
IT and Telecommunications
Retail and Consumer Goods
Healthcare
Government
Transportation and Logistics
Others

By Region:

North America
U.S.
Canada
Europe
UK
Germany
France
Spain
Italy
ROE
Asia Pacific
China
India
Japan
Australia
South Korea
RoAPAC
Latin America
Brazil
Mexico
Rest of Latin America
Middle East & Africa
Saudi Arabia
South Africa
RoMEA

Years considered for the study are as follows:

Historical year - 2022
Base year - 2023
Forecast period - 2024 to 2032

Key Takeaways:

Market Estimates & Forecast for 10 years from 2022 to 2032.
Annualized revenues and regional level analysis for each market segment.
Detailed analysis of geographical landscape with Country level analysis of major regions.
Competitive landscape with information on major players in the market.
Analysis of key business strategies and recommendations on future market approach.
Analysis of competitive structure of the market.
Demand side and supply side analysis of the market.

Chapter 1. Global Customer Relationship Management Software Market Executive Summary

1.1. Global Customer Relationship Management Software Market Size & Forecast (2022- 2032)
1.2. Regional Summary
1.3. Segmental Summary
- 1.3.1. By Component
- 1.3.2. By Deployment
- 1.3.3. By Enterprise Size
- 1.3.4. By Application
- 1.3.5. By Vertical
1.4. Key Trends
1.5. Recession Impact
1.6. Analyst Recommendation & Conclusion

Chapter 2. Global Customer Relationship Management Software Market Definition and Research Assumptions

2.1. Research Objective
2.2. Market Definition
2.3. Research Assumptions
- 2.3.1. Inclusion & Exclusion
- 2.3.2. Limitations
- 2.3.3. Supply Side Analysis
  - 2.3.3.1. Availability
  - 2.3.3.2. Infrastructure
  - 2.3.3.3. Regulatory Environment
  - 2.3.3.4. Market Competition
  - 2.3.3.5. Economic Viability (Consumer's Perspective)
- 2.3.4. Demand Side Analysis
  - 2.3.4.1. Regulatory frameworks
  - 2.3.4.2. Technological Advancements
  - 2.3.4.3. Environmental Considerations
  - 2.3.4.4. Consumer Awareness & Acceptance
2.4. Estimation Methodology
2.5. Years Considered for the Study
2.6. Currency Conversion Rates

Chapter 3. Global Customer Relationship Management Software Market Dynamics

3.1. Market Drivers
- 3.1.1. Growing Demand for Personalized Customer Interaction
- 3.1.2. Integration of Artificial Intelligence
- 3.1.3. Implementing Mobile-friendly and Multichannel Capabilities
3.2. Market Challenges
- 3.2.1. Lack of Customization and Standardization
- 3.2.2. Interoperability Issues
3.3. Market Opportunities
- 3.3.1. Advancements in Generative AI
- 3.3.2. Increasing Adoption in Emerging Markets
- 3.3.3. Expansion of Multichannel CRM Solutions

Chapter 4. Global Customer Relationship Management Software Market Industry Analysis

4.1. Porter's 5 Force Model
- 4.1.1. Bargaining Power of Suppliers
- 4.1.2. Bargaining Power of Buyers
- 4.1.3. Threat of New Entrants
- 4.1.4. Threat of Substitutes
- 4.1.5. Competitive Rivalry
- 4.1.6. Futuristic Approach to Porter's 5 Force Model
- 4.1.7. Porter's 5 Force Impact Analysis
4.2. PESTEL Analysis
- 4.2.1. Political
- 4.2.2. Economical
- 4.2.3. Social
- 4.2.4. Technological
- 4.2.5. Environmental
- 4.2.6. Legal
4.3. Top investment opportunity
4.4. Top winning strategies
4.5. Disruptive Trends
4.6. Industry Expert Perspective
4.7. Analyst Recommendation & Conclusion

Chapter 5. Global Customer Relationship Management Software Market Size & Forecasts by Component 2022-2032

5.1. Segment Dashboard
5.2. Global Customer Relationship Management Software Market: Component Revenue Trend Analysis, 2022 & 2032 (USD Billion)
- 5.2.1. Software
- 5.2.2. Services

Chapter 6. Global Customer Relationship Management Software Market Size & Forecasts by Deployment 2022-2032

6.1. Segment Dashboard
6.2. Global Customer Relationship Management Software Market: Deployment Revenue Trend Analysis, 2022 & 2032 (USD Billion)
- 6.2.1. On-Premises
- 6.2.2. Cloud

Chapter 7. Global Customer Relationship Management Software Market Size & Forecasts by Enterprise Size 2022-2032

7.1. Segment Dashboard
7.2. Global Customer Relationship Management Software Market: Enterprise Size Revenue Trend Analysis, 2022 & 2032 (USD Billion)
- 7.2.1. Large Enterprises
- 7.2.2. SMEs

Chapter 8. Global Customer Relationship Management Software Market Size & Forecasts by Application 2022-2032

8.1. Segment Dashboard
8.2. Global Customer Relationship Management Software Market: Application Revenue Trend Analysis, 2022 & 2032 (USD Billion)
- 8.2.1. Marketing and Sales Automation
- 8.2.2. Customer Management
- 8.2.3. Lead Generation & Customer Retention
- 8.2.4. Customer Support and Contact Center
- 8.2.5. CRM Analytics
- 8.2.6. Social Media Management

Chapter 9. Global Customer Relationship Management Software Market Size & Forecasts by Vertical 2022-2032

9.1. Segment Dashboard
9.2. Global Customer Relationship Management Software Market: Vertical Revenue Trend Analysis, 2022 & 2032 (USD Billion)
- 9.2.1. Banking, Financial Services and Insurance (BFSI)
- 9.2.2. Manufacturing
- 9.2.3. IT and Telecommunications
- 9.2.4. Retail and Consumer Goods
- 9.2.5. Healthcare
- 9.2.6. Government
- 9.2.7. Transportation and Logistics
- 9.2.8. Others

Chapter 10. Global Customer Relationship Management Software Market Size & Forecasts by Region 2022-2032

10.1. North America Customer Relationship Management Software Market
- 10.1.1. U.S. Customer Relationship Management Software Market
  - 10.1.1.1. Component breakdown size & forecasts, 2022-2032
  - 10.1.1.2. Deployment breakdown size & forecasts, 2022-2032
  - 10.1.1.3. Enterprise Size breakdown size & forecasts, 2022-2032
  - 10.1.1.4. Application breakdown size & forecasts, 2022-2032
  - 10.1.1.5. Vertical breakdown size & forecasts, 2022-2032
- 10.1.2. Canada Customer Relationship Management Software Market
10.2. Europe Customer Relationship Management Software Market
- 10.2.1. U.K. Customer Relationship Management Software Market
- 10.2.2. Germany Customer Relationship Management Software Market
- 10.2.3. France Customer Relationship Management Software Market
- 10.2.4. Spain Customer Relationship Management Software Market
- 10.2.5. Italy Customer Relationship Management Software Market
- 10.2.6. Rest of Europe Customer Relationship Management Software Market
10.3. Asia-Pacific Customer Relationship Management Software Market
- 10.3.1. China Customer Relationship Management Software Market
- 10.3.2. India Customer Relationship Management Software Market
- 10.3.3. Japan Customer Relationship Management Software Market
- 10.3.4. Australia Customer Relationship Management Software Market
- 10.3.5. South Korea Customer Relationship Management Software Market
- 10.3.6. Rest of Asia Pacific Customer Relationship Management Software Market
10.4. Latin America Customer Relationship Management Software Market
- 10.4.1. Brazil Customer Relationship Management Software Market
- 10.4.2. Mexico Customer Relationship Management Software Market
- 10.4.3. Rest of Latin America Customer Relationship Management Software Market
10.5. Middle East & Africa Customer Relationship Management Software Market
- 10.5.1. Saudi Arabia Customer Relationship Management Software Market
- 10.5.2. South Africa Customer Relationship Management Software Market
- 10.5.3. Rest of Middle East & Africa Customer Relationship Management Software Market

Chapter 11. Competitive Intelligence

11.1. Key Company SWOT Analysis
11.2. Top Market Strategies
11.3. Company Profiles
- 11.3.1. Infor, Inc. (U.S.)
  - 11.3.1.1. Key Information
  - 11.3.1.2. Overview
  - 11.3.1.3. Financial (Subject to Data Availability)
  - 11.3.1.4. Product Summary
  - 11.3.1.5. Market Strategies
- 11.3.2. Salesforce, Inc. (U.S.)
- 11.3.3. Zendesk, Inc. (U.S.)
- 11.3.4. HubSpot, Inc. (U.S.)
- 11.3.5. Adobe Systems, Inc. (U.S.)
- 11.3.6. SAP SE (Germany)
- 11.3.7. Infusion Software, Inc. (Keap) (U.S.)
- 11.3.8. IBM Corporation (U.S.)
- 11.3.9. Microsoft Corporation (U.S.)
- 11.3.10. Oracle Corporation (U.S.)
- 11.3.11. Freshworks Inc. (U.S.)
- 11.3.12. Zoho Corporation (India)
- 11.3.13. SugarCRM Inc. (U.S.)
- 11.3.14. Pipedrive Inc. (Estonia)
- 11.3.15. Insightly Inc. (U.S.)

Chapter 12. Research Process

12.1. Research Process
- 12.1.1. Data Mining
- 12.1.2. Analysis
- 12.1.3. Market Estimation
- 12.1.4. Validation
- 12.1.5. Publishing
12.2. Research Attributes