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市場調查報告書
商品編碼
1492528
雲端 CRM 市場:按產品、公司規模、部署、產業分類 - 2024-2030 年全球預測Cloud CRM Market by Product (Customer Service, Marketing Automation, Sales Automation), Business Size (Large Enterprises, Medium Businesses, Small Businesses), Deployment, Industry Verticles - Global Forecast 2024-2030 |
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預計2023年雲端CRM市場規模將達980.7億美元,2024年將達到1,110.6億美元,預計2030年將達2,523.5億美元,複合年成長率為14.45%。
雲端客戶關係管理包括使組織能夠透過雲端處理管理當前和未來客戶互動的服務。與需要在個人電腦上安裝和維護的傳統 CRM 軟體不同,雲端 CRM 通常託管在供應商的伺服器上並透過網際網路存取。這意味著只要有網路連接,您就可以從任何地方存取它。雲端技術的不斷採用和企業數位化的不斷發展正在推動雲端CRM的需求。全球中小企業的崛起擴大了雲端客戶關係管理解決方案的範圍。使用雲端客戶關係管理解決方案帶來的日益嚴重的隱私和安全問題正在阻礙市場的成長。不斷進步的技術進步提高了雲端客戶關係管理的安全功能,預計將為市場成長創造機會。
主要市場統計 | |
---|---|
基準年[2023] | 980.7億美元 |
預測年份 [2024] | 1110.6億美元 |
預測年份 [2030] | 2523.5億美元 |
複合年成長率(%) | 14.45% |
區域洞察
由於美洲主要行業的存在以及各行業公司對客戶服務和數位轉型的關注,雲端 CRM 解決方案的採用率很高。美國、加拿大和巴西的公司正在利用雲端 CRM 解決方案來增強客戶互動、簡化銷售流程並提高服務效率。在中國、印度和東南亞等國家數位化不斷提高、中小企業數量不斷增加以及經濟開拓不斷成長的推動下,亞太地區呈現出一個充滿活力且快速成長的雲端 CRM 市場。該地區的企業正在認知到雲端 CRM 在管理龐大客戶群和擴大市場範圍方面的優勢。 EMEA(歐洲、中東和非洲)的市場多種多樣,因為每個地區的經濟發展和技術引進程度不同。與北美一樣,西歐的採用率很高,重點是改善客戶經驗和整合先進技術。同時,中東和非洲地區也逐漸採用雲端技術,因為他們越來越意識到雲端技術的好處並實現經濟多元化。歐洲、中東和非洲地區的公司正在轉向雲端 CRM 工具,以縮小與全球競爭對手的差距,並遵守 GDPR 等嚴格的資料保護條例。
FPNV定位矩陣
FPNV 定位矩陣對於評估供應商在雲端 CRM 市場的定位至關重要。此矩陣提供了對供應商的全面評估,並檢驗了與業務策略和產品滿意度相關的關鍵指標。這種詳細的評估使用戶能夠根據自己的要求做出明智的決定。根據評估結果,供應商被分為代表其成功程度的四個像限:前沿(F)、探路者(P)、利基(N)和重要(V)。
市場佔有率分析
市場佔有率分析是一個綜合工具,可以對雲端 CRM 市場中供應商的當前狀態進行深入而詳細的評估。透過仔細比較和分析供應商的貢獻,您可以更深入地了解每個供應商的績效以及他們在爭奪市場佔有率時面臨的挑戰。這些貢獻包括整體收益、客戶群和其他關鍵指標。此外,該分析還提供了對該行業競爭性質的寶貴見解,包括在研究基準年期間觀察到的累積、分散主導地位和合併特徵等因素。有了這些詳細資訊,供應商可以做出更明智的決策並製定有效的策略,以在市場競爭中保持領先地位。
策略分析與建議
策略分析對於尋求在全球市場站穩腳跟的組織至關重要。對目前在雲端 CRM 市場中的地位進行全面評估,使公司能夠做出符合其長期願望的明智決策。此關鍵評估涉及對組織的資源、能力和整體績效進行徹底分析,以確定核心優勢和需要改進的領域。
[191 Pages Report] The Cloud CRM Market size was estimated at USD 98.07 billion in 2023 and expected to reach USD 111.06 billion in 2024, at a CAGR 14.45% to reach USD 252.35 billion by 2030.
Cloud customer relationship management includes a service that enables an organization to manage its interactions with current and prospective customers through cloud computing. Unlike traditional CRM software that requires installation and maintenance on individual computers, cloud CRM is generally hosted on the provider's servers and accessed through the Internet. This means it can be accessed from anywhere, provided internet connectivity exists. The increasing digitalization of enterprises with the rising adoption of cloud technologies drives the demand for cloud CRM. The emergence of small and medium enterprises globally is expanding the scope for cloud customer relationship management solutions. Rising privacy and security issues with the usage of cloud customer relationship management solutions hampers the market growth. Rising technological advancements to improve the security features of cloud customer relationship management are expected to create opportunities for market growth.
KEY MARKET STATISTICS | |
---|---|
Base Year [2023] | USD 98.07 billion |
Estimated Year [2024] | USD 111.06 billion |
Forecast Year [2030] | USD 252.35 billion |
CAGR (%) | 14.45% |
Regional Insights
In the Americas, there is a high adoption rate of cloud CRM solutions driven by the presence of major industries and a strong focus on customer service and digital transformation by businesses across various sectors. Companies in the U.S., Canada, and Brazil leverage cloud CRM solutions to enhance customer interactions, streamline sales processes, and improve service efficiencies. The APAC region shows a dynamic and rapidly growing cloud CRM market fueled by increasing digitalization, rising numbers of SMEs (small and medium enterprises), and growing economic development in countries such as China, India, and Southeast Asia. Businesses in this region are increasingly recognizing the benefits of cloud CRM in managing large customer bases and expanding their market reach. In EMEA, the market is diverse due to the varying levels of economic development and technological adoption across the region. Western Europe shows a strong adoption similar to North America, focusing on enhancing customer experience and integrating advanced technologies. In contrast, the Middle East and Africa are experiencing gradual adoption, driven by increasing awareness about the benefits of cloud technologies and economic diversification efforts. Businesses in EMEA are looking at cloud CRM tools to bridge the gap with global competitors and comply with stringent data protection regulations such as GDPR.
Market Insights
The market dynamics represent an ever-changing landscape of the Cloud CRM Market by providing actionable insights into factors, including supply and demand levels. Accounting for these factors helps design strategies, make investments, and formulate developments to capitalize on future opportunities. In addition, these factors assist in avoiding potential pitfalls related to political, geographical, technical, social, and economic conditions, highlighting consumer behaviors and influencing manufacturing costs and purchasing decisions.
FPNV Positioning Matrix
The FPNV positioning matrix is essential in evaluating the market positioning of the vendors in the Cloud CRM Market. This matrix offers a comprehensive assessment of vendors, examining critical metrics related to business strategy and product satisfaction. This in-depth assessment empowers users to make well-informed decisions aligned with their requirements. Based on the evaluation, the vendors are then categorized into four distinct quadrants representing varying levels of success, namely Forefront (F), Pathfinder (P), Niche (N), or Vital (V).
Market Share Analysis
The market share analysis is a comprehensive tool that provides an insightful and in-depth assessment of the current state of vendors in the Cloud CRM Market. By meticulously comparing and analyzing vendor contributions, companies are offered a greater understanding of their performance and the challenges they face when competing for market share. These contributions include overall revenue, customer base, and other vital metrics. Additionally, this analysis provides valuable insights into the competitive nature of the sector, including factors such as accumulation, fragmentation dominance, and amalgamation traits observed over the base year period studied. With these illustrative details, vendors can make more informed decisions and devise effective strategies to gain a competitive edge in the market.
Recent Developments
Strategic Expansion of AWS and Salesforce Partnership Enhances Cloud CRM Capabilities through AI and Data Integration
Amazon Web Services (AWS) and Salesforce announced an expansion to their global strategic partnership that now includes deeper integrations in data and artificial intelligence (AI). This initiative enhances cross-platform data management capabilities and integrates generative AI technologies into user applications, aiming to boost efficiency and security for customers. [Published On: 2023-11-27]
LexisNexis Rolls Out InterAction+: A True Cloud-Based CRM Innovation
LexisNexis has released InterAction+, a fully cloud-based CRM solution that aligns with offerings from competing CRM vendors. This advanced version allows existing and new InterAction clients to opt for a completely cloud-managed data system, with flexible data storage options either locally or on Microsoft Azure facilities in the USA, UK, and Australia. This significant development culminates InterAction's extensive journey of adapting to the digital transformation needs of its longstanding clientele, ensuring a seamless shift while respecting the complexities of its historical data integrations. [Published On: 2023-07-25]
Salesforce Enhances CRM Capabilities with AI Cloud for Personalized Customer Interactions
Salesforce unveiled AI Cloud, which incorporates advanced features to augment real-time, generative experiences across its platform. AI Cloud empowers sales and service teams with tools such as personalized email generation and tailored chat responses. This initiative follows the release of Einstein GPT in March, which is integral to AI Cloud's functionality. By leveraging large language models, Salesforce aims to streamline workflows and improve customer interactions, demonstrating a significant stride in integrating AI within CRM systems. [Published On: 2023-06-12]
Strategy Analysis & Recommendation
The strategic analysis is essential for organizations seeking a solid foothold in the global marketplace. Companies are better positioned to make informed decisions that align with their long-term aspirations by thoroughly evaluating their current standing in the Cloud CRM Market. This critical assessment involves a thorough analysis of the organization's resources, capabilities, and overall performance to identify its core strengths and areas for improvement.
Key Company Profiles
The report delves into recent significant developments in the Cloud CRM Market, highlighting leading vendors and their innovative profiles. These include Acquia, Inc., Adobe Systems Inc, Amazon Web Services, Inc., Aurea Software, Inc, CompassAFM, Copper CRM Inc, Freshworks Inc, GoodData Corporation, HubSpot, Inc., International Business Machines Corporation, Microsoft Corporation, Nextiva, Inc., Oracle Corporation, Pegasystems Inc., Salesflare BVBA, Salesforce.com, Inc., SAP SE, SugarCRM Inc., Zendesk, Inc., and Zoho Corporation Pvt. Ltd.
Market Segmentation & Coverage