The Customer Relationship Management Software market covers software applications that support organizations in managing their interactions with customers, clients, and prospects. These applications help organizations during the entire life cycle of a customer including sales, marketing, customer services, and contact center to improve their customer engagement, increase customer loyalty, and grow their business.
Products in the Customer Relationship Management Software market can be obtained in two ways: as on-premises software that is sold via a transactional license or a subscription and as cloud-based software (software as a service/ SaaS) that is most frequently sold as a subscription.
The Customer Relationship Management Software market comprises revenue and revenue growth as the key performance indicators. Only the revenues that are generated by primary vendors at the manufacturer price level either directly or through distribution channels (excluding value-added tax) are included and the revenues generated by resellers are excluded. Revenues are generated through both online and offline sales channels and include spending by consumers (B2C), enterprises (B2B) as well as governments (B2G).
Key players in this market include Salesforce, SAP, Adobe, and Oracle.
For more information on the displayed data, use the info button right next to the boxes.
Sales applications, such as Zendesk Sell, LinkedIn Sales Navigator, and HubSpot Sales
Marketing applications, such as Keap, ActiveCampaign, and Constant Contact
Contact center applications, such as CloudTalk, Google Cloud Contact Center AI, and Talkdesk
Customer service applications, such as Zendesk, Freshdesk, and Salesforce
CRM analytics, such as Tableau, Microsoft Power BI, and SAS Customer Intelligence
Custom applications, such as Sphinx Solutions, CHI Software, and Intellectsoft
The Customer Relationship Management Software market has seen significant growth in recent years, driven by the increasing need for businesses to manage customer relationships effectively.
Customer preferences: Customers are increasingly demanding personalized experiences, and CRM software provides businesses with the tools to deliver this. As a result, businesses are investing in CRM software to improve customer satisfaction and retention. Additionally, the shift towards remote work has led to an increased demand for cloud-based CRM solutions that can be accessed from anywhere.
Trends in the market: In the United States, the CRM software market is highly competitive, with several major players dominating the industry. However, there has been a recent trend towards smaller, niche CRM providers that offer specialized solutions for specific industries or business types. This trend is driven by the increasing demand for customized CRM solutions that meet the unique needs of individual businesses.In Europe, the CRM software market is also growing, with several countries experiencing significant growth in recent years. Germany, for example, has seen a surge in demand for CRM software due to the country's strong manufacturing industry. Similarly, the UK has seen growth in the CRM market due to the increasing adoption of cloud-based solutions.In Asia, the CRM software market is still in its early stages, but there is significant potential for growth. Countries such as China and India have large populations of small and medium-sized businesses that are increasingly looking to adopt CRM solutions to improve their customer relationships. However, the market is fragmented, with many local players competing with larger international providers.
Local special circumstances: In Latin America, the CRM software market is growing rapidly, driven by the increasing adoption of cloud-based solutions and the growing importance of customer experience in the region. Brazil, in particular, has seen significant growth in the market due to the country's large population and growing economy.In the Middle East and Africa, the CRM software market is still in its early stages, with many businesses yet to adopt CRM solutions. However, there is significant potential for growth in the region, particularly in the UAE and Saudi Arabia, where there is a growing focus on customer experience.
Underlying macroeconomic factors: The global economy has been growing in recent years, which has led to an increase in business investment in CRM software. Additionally, the shift towards remote work has accelerated the adoption of cloud-based CRM solutions. However, the ongoing COVID-19 pandemic has had a significant impact on the market, with many businesses delaying or cancelling CRM investments due to economic uncertainty. Despite this, the long-term outlook for the CRM software market remains positive, with businesses continuing to recognize the importance of effective customer relationship management.
The data encompasses B2B, B2G, and B2C enterprises. Figures are based on the allocation to the country where the money was spent at manufacturer price level (excluding VAT).
Modeling approach / Market size:
The segment size is determined through a top-down approach. We use financial statements such as annual reports, quarterly earnings, and expert opinions to analyze the markets. To estimate the segment size for each country individually, we use relevant key market indicators and data from country-specific industry associations such as GDP, level of digitization, GDP sector composition, and observed level of software piracy.
We use a variety of forecasting techniques, for instance, advanced statistical methods, depending on the behavior of the relevant segment. The main drivers are the GDP and the level of digitization.
The data is modeled using current exchange rates. The market is updated twice a year in case market dynamics change. The impact of the COVID-19 pandemic is considered at a country-specific level.