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市場調查報告書
商品編碼
1569442

CRM（客戶關係管理）市場規模、佔有率、成長分析：按解決方案、按部署類型、按應用、按最終用戶、按地區 - 行業預測，2024-2031 年

Customer Relationship Management Market Size, Share, Growth Analysis, By Solutions, By Deployment Types, By Application, By End-Users, By Region - Industry Forecast 2024-2031
出版日期: | 出版商: SkyQuest | 英文 157 Pages | 商品交期: 3-5個工作天內

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簡介目錄

全球CRM（客戶關係管理）市場規模在2022年估值為602億美元，到2031年將從2023年的686.3億美元達到2031年1957.7億美元，在預測期內（2024-2024年）預計將以年複合成長率14.00%成長。

由於人工智慧、機器學習和雲端運算等技術進步，以及 SaaS、IaaS 和 PaaS 等服務模式的可用性不斷增加，全球 CRM 市場預計將出現強勁成長。對自動化客戶參與的需求不斷成長，加上數位化營運的擴展以及客戶服務和體驗的增強，已成為推動市場成長的關鍵因素。隨著消費者擴大透過數位管道與品牌和組織互動，CRM 系統對於尋求了解客戶行為和偏好的企業來說變得至關重要。組織正在積極採用複雜的 CRM 解決方案，以確保即時效率並保持競爭優勢。此外，物聯網 (IoT)、嵌入式分析和人工智慧的快速發展將進一步刺激 CRM 解決方案的創新。此外，美國CRM 市場預計在預測期內將保持正的複合年成長率，這表明人們對改善客戶互動並推動整體業務績效的整合解決方案有著強烈的興趣。這種趨勢的融合凸顯了 CRM 領域的相關人員利用對技術主導的客戶參與策略不斷成長的需求的重大機會。

目錄

介紹

  • 研究目的
  • 定義
  • 市場範圍

調查方法

  • 資訊採購
  • 二手資料來源和主要資料來源
  • 市場規模預測
  • 市場假設與限制

執行摘要

  • 市場概況展望
  • 供需趨勢分析
  • 按細分市場的機會分析

市場動態及展望

  • 市場動態
    • 促進因素
    • 機會
    • 抑制因素
    • 任務
  • 波特的分析

主要市場考察

  • 關鍵成功因素
  • 競爭程度
  • 主要投資機會
  • 市場生態系統
  • PESTEL分析
  • 技術分析
  • 監管環境
  • 案例研究分析

CRM 市場：按解決方案

  • 概述
  • 社會監測、社會傾聽
  • 社會地圖
  • 社交中介軟體
  • 社會管理
  • 社會測量

CRM 市場：依部署類型

  • 概述
  • 主持
  • 本地
  • 混合

CRM 市場：依應用分類

  • 概述
  • 客戶服務與支援
  • 行銷
  • 銷售
  • 其他
    • 創新
    • 合作
    • 客戶經驗

CRM 市場：依最終使用者分類

  • 市場概況
  • 按行業分類
    • 汽車、交通、物流
    • 銀行、金融服務和保險 (BFSI)
    • 消費品/零售
    • 能源/電力/公共事業
    • 衛生保健
    • 石油和天然氣
    • 通訊/IT
  • 按公司規模
    • 中小型企業 (SMB)
    • 主要企業

CRM 市場規模：按地區分類

  • 市場概況
  • 北美洲
    • 美國
    • 加拿大
  • 歐洲
    • 德國
    • 西班牙
    • 法國
    • 英國
    • 義大利
    • 其他歐洲國家地區
  • 亞太地區
    • 中國
    • 印度
    • 日本
    • 韓國
    • 其他亞太地區
  • 拉丁美洲
    • 巴西
    • 其他拉丁美洲地區
  • 中東和非洲 (MEA)
    • 海灣合作理事會國家
    • 南非
    • 其他中東/非洲地區

競爭格局

  • 前5名企業對比
  • 主要企業市場定位（2023年）
  • 主要市場參與者所採取的策略
  • 近期市集活動
  • 主要企業市場佔有率（2023年）

主要企業簡介

  • Acquia（US）
  • Amdocs（Israel）
  • Nimble（US）
  • Pegasystems（US）
  • Ramco Systems（India）
  • SAGE（UK）
  • ITC Infotech（India）
  • HubSpot, Inc.（US）
  • Zoho Corporation（India）
  • Freshworks Inc.（India）
  • Copper（US）
  • Monday.com（Israel）
  • Bitrix24（Russia）
  • Creatio（US）
  • Oracle CX Cloud（US）
  • Close.io（US）
  • Salesforce Essentials（US）
  • Pipeliner CRM（Austria）
  • Vtiger（India）
  • Capsule CRM（UK）
  • Caspio（US）
簡介目錄
Product Code: SQMIG45F2121

Global Customer Relationship Management Market size was valued at USD 60.20 billion in 2022 and is poised to grow from USD 68.63 billion in 2023 to USD 195.77 billion by 2031, growing at a CAGR of 14.00% during the forecast period (2024-2031).

The global customer relationship management (CRM) market is poised for robust growth, driven by advancements in technologies such as artificial intelligence, machine learning, and cloud computing, alongside the increasing availability of service models like SaaS, IaaS, and PaaS. The rising demand for automated customer engagement, coupled with the expansion of digital operations and enhancements in customer service and experience, are pivotal factors propelling market growth. As consumers increasingly utilize digital channels to interact with brands and organizations, CRM systems are becoming essential for businesses striving to understand customer behavior and preferences. Organizations are keenly adopting sophisticated CRM solutions to ensure real-time efficiency and maintain a competitive edge. Additionally, the rapid evolution of the Internet of Things (IoT), embedded analytics, and artificial intelligence is set to further stimulate innovation in CRM solutions. Furthermore, the US CRM market is expected to sustain a positive compound annual growth rate (CAGR) over the upcoming forecast period, indicating a strong appetite for integrated solutions that facilitate improved customer interactions and drive overall business performance. The convergence of these trends highlights a significant opportunity for stakeholders in the CRM space to capitalize on the growing demand for technology-driven customer engagement strategies.

Top-down and bottom-up approaches were used to estimate and validate the size of the global customer relationship management market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

global customer relationship management Market Segmental Analysis

Global Customer Relationship Management Market is segmented by Solutions, Deployment Types, Application, End-Users, and region. Based on Solutions, the market is segmented into Social Monitoring and Social Listening, Social Mapping, Social Middleware, Social Management, and Social Measurement. Based on Deployment Types, the market is segmented into Hosted, On-Premise, Hybrid. Based on Application, the market is segmented into Customer Service and Support, Marketing, Sales, and Other Applications. Based on End-Users, the market is segmented into By Verticals, and By Company Size. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & and Africa.

Driver of the global customer relationship management Market

The global customer relationship management (CRM) market is poised for significant growth, driven by the integration of emerging technologies and advancements in various business sectors aimed at optimizing operations and ensuring timely delivery to customers. Companies are increasingly leveraging CRM systems to devise effective business strategies, align with current market trends, and understand consumer behavior, thereby facilitating geographic expansion. A survey by PWC Experience Center highlights that nearly 50% of organizations believe digital transformation is pivotal in enhancing customer experiences and feedback, underscoring the critical role CRM solutions play in fostering customer engagement and satisfaction in an evolving digital landscape.

Restraints in the global customer relationship management Market

One of the most significant market restraints for the global customer relationship management (CRM) market is the escalating security threats associated with CRM-stored data. As these systems increasingly house vast amounts of sensitive and confidential information-ranging from personal identification details and credit card data to health records and financial information-companies face substantial challenges in safeguarding this data. The potential for data breaches and cyberattacks raises serious concerns about compliance with privacy regulations, which can deter organizations from fully adopting or upgrading CRM solutions. Consequently, the apprehension surrounding data security may impede market growth in the foreseeable future.

Market Trends of the global customer relationship management Market

The global customer relationship management (CRM) market is witnessing a significant trend towards the integration of artificial intelligence (AI) technologies, driven by the growing need for enhanced customer experiences. As brands increasingly adopt AI-powered CRM software, utilizing machine learning, natural language processing, and deep learning, they gain deeper insights into the psychological states of their target customers. Innovative solutions like Zoho CRM's Zia and Salesforce's Einstein, featuring advanced voice technology, exemplify this evolution. This trend not only fosters improved customer engagement but is also expected to propel market demand and growth, establishing AI as a critical component of modern CRM strategies over the coming years.

Table of Contents

Introduction

  • Objectives of the Study
  • Definitions
  • Market Scope

Research Methodology

  • Information Procurement
  • Secondary & Primary Data Sources
  • Market Size Estimation
  • Market Assumptions & Limitations

Executive Summary

  • Market Overview Outlook
  • Supply Demand Trend Analysis
  • Segmental Opportunity Analysis

Market Dynamics & Outlook

  • Market Dynamics
    • Drivers
    • Opportunities
    • Restraints
    • Challenges
  • Porters Analysis
    • Competitive rivalry
    • Threat of Substitute Products
    • Bargaining Power of Buyers
    • Threat of New Entrants
    • Bargaining Power of Suppliers

Key Market Insights

  • Key Success Factor
  • Degree of Competition
  • Top Investment Pockets
  • Ecosystem of the Market
  • PESTEL Analysis
  • Technology Analysis
  • Regulatory Landscape
  • Case Study Analysis

Customer Relationship Management Market bySolutions

  • Overview
  • Social Monitoring and Social Listening
  • Social Mapping
  • Social Middleware
  • Social Management
  • Social Measurement

Customer Relationship Management Market byDeployment Types

  • Overview
  • Hosted
  • On-Premises
  • Hybrid

Customer Relationship Management Market byApplication

  • Overview
  • Customer Service and Support
  • Marketing
  • Sales
  • Other Applications
    • Innovations
    • Collaboration
    • Customer Experience

Customer Relationship Management Market byEnd-Users

  • Market Overview
  • By Verticals
    • Automotive, Transportation and Logistics
    • Banking, Financial Services and Insurance (BFSI)
    • Consumer Goods and Retail
    • Energy, Power and Utilities
    • Healthcare
    • Oil and Gas
    • Telecom and IT
  • By Company Size
    • Small and Medium Businesses (SMB)
    • Large Enterprises

Customer Relationship Management Size by Region

  • Market Overview
  • North America
    • USA
    • Canada
  • Europe
    • Germany
    • Spain
    • France
    • UK
    • Italy
    • Rest of Europe
  • Asia Pacific
    • China
    • India
    • Japan
    • South Korea
    • Rest of Asia-Pacific
  • Latin America
    • Brazil
    • Rest of Latin America
  • Middle East & Africa (MEA)
    • GCC Countries
    • South Africa
    • Rest of MEA

Competitive Landscape

  • Top 5 Player Comparison
  • Market Positioning of Key Players, 2023
  • Strategies Adopted by Key Market Players
  • Recent Activities in the Market
  • Key Companies Market Share (%), 2023

Key Company Profiles

  • Acquia (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Amdocs (Israel)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Nimble (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Pegasystems (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Ramco Systems (India)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • SAGE (UK)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • ITC Infotech (India)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • HubSpot, Inc. (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Zoho Corporation (India)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Freshworks Inc. (India)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Copper (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Monday.com (Israel)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Bitrix24 (Russia)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Creatio (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Oracle CX Cloud (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Close.io (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Salesforce Essentials (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Pipeliner CRM (Austria)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Vtiger (India)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Capsule CRM (UK)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Caspio (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments