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1522807

2022-2032 年全球客戶關係管理軟體市場規模研究（按組件、部署、企業規模、應用程式、垂直和區域預測）

Global Customer Relationship Management Software Market Size study, by Component, by Deployment, by Enterprise Size, by Application, by Vertical, and Regional Forecasts 2022-2032
出版日期: | 出版商: Bizwit Research & Consulting LLP | 英文 200 Pages | 商品交期: 2-3個工作天內

價格
簡介目錄

2023年全球客戶關係管理軟體市場價值約為914.3億美元，預計在2024-2032年預測期內將以超過12.6%的健康成長率成長。客戶關係管理（CRM）軟體可協助企業管理、組織和監控業務營運，以提高客戶滿意度。它透過為代理商提供全面的客戶資訊和歷史記錄的存取權限來簡化客戶服務流程，從而實現更快的問題解決、主動支援和跨管道一致的服務交付。這可以提高服務水準並提高客戶保留率，這對於維持業務成長至關重要。

將人工智慧 (AI) 和機器學習 (ML) 技術整合到 CRM 系統中，正在加速各個流程的自動化，包括客戶服務、銷售和行銷。人工智慧驅動的聊天機器人、預測分析和個人化推薦正在成為標準功能，使企業能夠簡化營運並增強客戶體驗。基於人工智慧的軟體可以幫助組織了解客戶的心理狀態並提供個人化的解決方案，從而培養更牢固的客戶關係。此外，生成式人工智慧演算法可以分析大量客戶資料，揭示傳統分析可能忽略的模式和見解。透過利用預測分析，CRM 系統可以預測客戶需求，識別交叉銷售和追加銷售的機會，並最佳化銷售和行銷策略，從而最大限度地提高投資回報率。然而，缺乏客製化、標準化和互通性問題正在對 2024-2032 年預測期內的市場成長構成挑戰。

全球客戶關係管理軟體市場研究涵蓋的關鍵區域包括亞太地區、北美、歐洲、拉丁美洲和世界其他地區。就收入而言，北美是客戶關係管理軟體市場的主導地區。該地區的市場成長歸因於該地區優先考慮客戶體驗和滿意度等因素。由於主要市場參與者的存在，預計美國將佔據更大的市場佔有率。鑑於中國、印度和東南亞等新興市場經濟快速成長，預計亞太地區市場將在預測期內以最快的速度成長，這些市場的企業正在採用以客戶為中心的策略來實現差異化並推動成長。

目錄

第 1 章：全球客戶關係管理軟體市場執行摘要

  • 全球客戶關係管理軟體市場規模及預測（2022-2032）
  • 區域概要
  • 分部摘要
    • 按組件
    • 按部署
    • 按企業規模
    • 按申請
    • 按垂直方向
  • 主要趨勢
  • 經濟衰退的影響
  • 分析師推薦與結論

第 2 章：全球客戶關係管理軟體市場定義與研究假設

  • 研究目的
  • 市場定義
  • 研究假設
    • 包容與排除
    • 限制
    • 供給側分析
      • 可用性
      • 基礎設施
      • 監管環境
      • 市場競爭
      • 經濟可行性（消費者的角度）
    • 需求面分析
      • 監理框架
      • 技術進步
      • 環境考慮
      • 消費者意識和接受度
  • 估算方法
  • 研究涵蓋的年份
  • 貨幣兌換率

第 3 章：全球客戶關係管理軟體市場動態

  • 市場促進因素
    • 對個人化客戶互動的需求不斷成長
    • 人工智慧整合
    • 實施行動友善和多通路功能
  • 市場挑戰
    • 缺乏客製化和標準化
    • 互通性問題
  • 市場機會
    • 生成人工智慧的進步
    • 新興市場的採用率不斷提高
    • 多通路 CRM 解決方案的擴展

第 4 章：全球客戶關係管理軟體市場產業分析

  • 波特的五力模型
    • 供應商的議價能力
    • 買家的議價能力
    • 新進入者的威脅
    • 替代品的威脅
    • 競爭競爭
    • 波特五力模型的未來方法
    • 波特的五力影響分析
  • PESTEL分析
    • 政治的
    • 經濟
    • 社會的
    • 技術性
    • 環境的
    • 合法的
  • 頂級投資機會
  • 最佳制勝策略
  • 顛覆性趨勢
  • 產業專家視角
  • 分析師推薦與結論

第 5 章：2022-2032 年全球客戶關係管理軟體市場規模及元件預測

  • 細分儀表板
  • 全球客戶關係管理軟體市場：2022 年和 2032 年組件收入趨勢分析
    • 軟體
    • 服務

第 6 章：2022-2032 年全球客戶關係管理軟體市場規模與部署預測

  • 細分儀表板
  • 全球客戶關係管理軟體市場：2022 年和 2032 年部署收入趨勢分析
    • 本地部署
    • 雲

第 7 章：2022-2032 年全球客戶關係管理軟體市場規模及企業規模預測

  • 細分儀表板
  • 全球客戶關係管理軟體市場：2022 年和 2032 年企業規模收入趨勢分析
    • 大型企業
    • 中小企業

第 8 章：2022-2032 年全球客戶關係管理軟體市場規模及應用預測

  • 細分儀表板
  • 全球客戶關係管理軟體市場：2022 年和 2032 年應用收入趨勢分析
    • 行銷和銷售自動化
    • 使用者管理
    • 潛在客戶開發和客戶保留
    • 客戶支援和聯絡中心
    • 客戶關係管理分析
    • 社群媒體管理

第 9 章：2022-2032 年全球客戶關係管理軟體市場規模及垂直預測

  • 細分儀表板
  • 全球客戶關係管理軟體市場：2022 年和 2032 年垂直收入趨勢分析
    • 銀行、金融服務和保險 (BFSI)
    • 製造業
    • 資訊科技和電信
    • 零售和消費品
    • 衛生保健
    • 政府
    • 運輸與物流
    • 其他

第 10 章：2022-2032 年全球客戶關係管理軟體市場規模及地區預測

  • 北美客戶關係管理軟體市場
    • 美國客戶關係管理軟體市場
      • 2022-2032 年組件細分尺寸與預測
      • 2022-2032 年部署細分規模與預測
      • 2022-2032 年企業規模細分規模與預測
      • 2022-2032 年應用細分規模與預測
      • 垂直細分規模與預測，2022-2032
    • 加拿大客戶關係管理軟體市場
  • 歐洲客戶關係管理軟體市場
    • 英國客戶關係管理軟體市場
    • 德國客戶關係管理軟體市場
    • 法國客戶關係管理軟體市場
    • 西班牙客戶關係管理軟體市場
    • 義大利客戶關係管理軟體市場
    • 歐洲其他地區客戶關係管理軟體市場
  • 亞太客戶關係管理軟體市場
    • 中國客戶關係管理軟體市場
    • 印度客戶關係管理軟體市場
    • 日本客戶關係管理軟體市場
    • 澳洲客戶關係管理軟體市場
    • 韓國客戶關係管理軟體市場
    • 亞太地區其他客戶關係管理軟體市場
  • 拉丁美洲客戶關係管理軟體市場
    • 巴西客戶關係管理軟體市場
    • 墨西哥客戶關係管理軟體市場
    • 拉丁美洲其他地區客戶關係管理軟體市場
  • 中東和非洲客戶關係管理軟體市場
    • 沙烏地阿拉伯客戶關係管理軟體市場
    • 南非客戶關係管理軟體市場
    • 中東和非洲其他地區客戶關係管理軟體市場

第 11 章：競爭情報

  • 重點企業SWOT分析
  • 頂級市場策略
  • 公司簡介
    • Infor, Inc. (US)
      • 關鍵訊息
      • 概述
      • 財務（視數據可用性而定）
      • 產品概要
      • 市場策略
    • Salesforce, Inc. (US)
    • Zendesk, Inc. (US)
    • HubSpot, Inc. (US)
    • Adobe Systems, Inc. (US)
    • SAP SE (Germany)
    • Infusion Software, Inc. (Keap) (US)
    • IBM Corporation (US)
    • Microsoft Corporation (US)
    • Oracle Corporation (US)
    • Freshworks Inc. (US)
    • Zoho Corporation (India)
    • SugarCRM Inc. (US)
    • Pipedrive Inc. (Estonia)
    • Insightly Inc. (US)

第 12 章：研究過程

  • 研究過程
    • 資料探勘
    • 分析
    • 市場預測
    • 驗證
    • 出版
  • 研究屬性
簡介目錄

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.

Table of Contents

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