CRM 分析市場規模、佔有率、成長分析，按組件、按部署模式、按組織規模、按應用、按最終用戶行業、按地區 - 行業預測，2025 年至 2032 年

預計到 2023 年全球 CRM 分析市場規模將達到 129.3 億美元，並從 2024 年的 145.9 億美元成長到 2032 年的 382.3 億美元，預測期內（2025-2032 年）的複合年成長率為 12.8%。

全球 CRM 分析市場正在迅速發展，創新技術能夠增強客戶洞察力。 CRM 分析使企業能夠從大量資料（包括跨各種行銷管道的呼叫和互動）中提取可操作的資訊。語音分析等最新進展現在使企業能夠即時分析非結構化資料，提供有關呼叫合規性和客戶情緒的寶貴指標。此外，甲骨文公司下一代融合中間件的推出也反映了這一勢頭，在其雲端客戶體驗平台內提供銷售自動化應用程式。在人工智慧的支援下，Fusion Sales 可以識別高品質的潛在客戶並為銷售團隊提供量身定做的報價和產品推薦，最終提高生產力、更快地完成交易並建立更牢固的客戶關係。這種情況凸顯了 CRM 策略向資料主導決策的重大轉變。

目錄

介紹

• 調查目的
• 研究範圍
• 定義

調查方法

• 資訊採購
• 次要和資料資料
• 市場規模預測
• 市場假設與限制

執行摘要

• 全球市場展望
• 供需趨勢分析
• 細分市場機會分析

市場動態及展望

• 市場概況
• 市場規模
• 市場動態
  • 促進因素和機遇
  • 限制與挑戰
• 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
• 市場吸引力指數（2024 年）
• PESTEL 分析
• 總體經濟指標
• 價值鏈分析
• 定價分析
• 案例研究
• 技術進步
• 監管格局
• Start-Ups分析
• 專利分析

CRM 分析市場規模（按組成部分）

• 市場概況
• 軟體
  • 本地
  • 雲端基礎
• 服務
  • 專業服務
  • 託管服務

CRM 分析市場規模（依部署模式）

• 市場概況
• 本地
• 雲端基礎

CRM 分析市場規模（依組織規模）

• 市場概況
• 大型企業
• 中小企業

CRM 分析市場規模（按應用）

• 市場概況
• 銷售分析
• 客戶服務分析
• 行銷分析
• 客服中心分析
• 其他

CRM 分析市場規模（按最終用戶產業）

• 市場概況
• BFSI
• 零售
• 衛生保健
• 通訊和 IT
• 製造業
• 政府和公共部門
• 其他

CRM 分析市場規模

• 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
  • 其他拉丁美洲國家
• 中東和非洲
  • 海灣合作理事會國家
  • 南非
  • 其他中東和非洲地區

競爭資訊

• 前 5 家公司對比
• 主要企業市場定位（2024年）
• 主要市場參與者所採用的策略
• 近期市場趨勢
• 公司市場佔有率分析（2024 年）
• 主要企業簡介
  • 公司簡介
  • 產品系列分析
  • 按細分市場分析市場佔有率
  • 收益與前一年同期比較（2022-2024 年）

主要企業簡介

• Salesforce, Inc.（USA）
• Oracle Corporation（USA）
• SAP SE（Germany）
• Microsoft Corporation（USA）
• IBM Corporation（USA）
• SAS Institute Inc.（USA）
• Adobe Inc.（USA）
• Teradata Corporation（USA）
• Tableau Software（USA）
• Zoho Corporation（India）
• HubSpot, Inc.（USA）
• SugarCRM Inc.（USA）
• Zendesk, Inc.（USA）
• Freshworks Inc.（USA）
• Pegasystems Inc.（USA）
• NICE Ltd.（Israel）
• Verint Systems Inc.（USA）

結論和建議

Global CRM Analytics Market size was valued at USD 12.93 billion in 2023 and is poised to grow from USD 14.59 billion in 2024 to USD 38.23 billion by 2032, growing at a CAGR of 12.8% during the forecast period (2025-2032).

The global CRM analytics market is evolving rapidly, driven by innovative technologies that enhance customer insights. CRM analytics enables businesses to extract actionable intelligence from vast amounts of data, including interactions through calls and various marketing channels. Recent advancements, such as speech analytics, allow businesses to analyze unstructured data in real-time, providing valuable metrics on call compliance and customer sentiment. Additionally, Oracle Corporation's introduction of its next-generation Fusion Middleware reflects this momentum, offering a sales automation application within its Cloud Customer Experience platform. Powered by AI, Fusion Sales identifies high-quality leads while providing sales teams with tailored quotes and product recommendations, ultimately increasing productivity, accelerating deal closure, and fostering stronger customer relationships. This landscape highlights the critical shift towards data-driven decision-making in CRM strategies.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Crm Analytics 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 CRM Analytics Market Segmental Analysis

Global CRM Analytics Market is segmented by Component, Deployment Mode, Organization Size, Application, End-User Industry and region. Based on Component, the market is segmented into Software and Services. Based on Deployment Mode, the market is segmented into On-Premise and Cloud-Based. Based on Organization Size, the market is segmented into Large Enterprises and Small and Medium Enterprises (SMEs). Based on Application, the market is segmented into Sales Analytics, Customer Service Analytics, Marketing Analytics, Contact Center Analytics and Others. Based on End-User Industry, the market is segmented into BFSI, Retail, Healthcare, Telecommunications and IT, Manufacturing, Government and Public Sector and Others. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global CRM Analytics Market

One of the key drivers propelling the Global CRM Analytics market is the increasing demand for mobile-friendly, multichannel capabilities within customer relationship management solutions. With the proliferation of mobile devices and smartphones, there is a growing expectation for CRM systems to be accessible and functional on platforms such as tablets and smartphones. This mobility is crucial for businesses relying on field sales teams, as they need to access customer data and sales tools on the go. The integration of multichannel approaches enhances marketing efforts by enabling companies to engage customers through various platforms, including social media, thereby increasing campaign efficacy and conversion rates. Furthermore, tracking customer interactions across channels offers critical insights into consumer behavior, allowing businesses to tailor their marketing strategies for improved effectiveness.

Restraints in the Global CRM Analytics Market

The Global CRM Analytics market faces significant restraints primarily due to insufficient customization options, which could lead to challenges in addressing unique business requirements. Effective management of customer relationships hinges on the ability to customize, scale, and standardize CRM solutions to fit specific organizational needs. When businesses encounter limitations in customization resources, it becomes difficult for them to tailor applications accordingly. This often necessitates costly investments in new bespoke software or services, resulting in prolonged implementation timelines and potential disruption to market dynamics. Consequently, the lack of adaptability becomes a barrier for companies striving for optimal CRM efficiency.

Market Trends of the Global CRM Analytics Market

The global CRM analytics market is experiencing a significant upward trend, driven primarily by the rapid integration of artificial intelligence (AI). AI technologies, such as machine learning and natural language processing, are enhancing CRM systems, enabling businesses to gain deeper insights into consumer behavior and preferences. Notably, platforms like Salesforce and Zoho, with their AI-powered features, are equipping organizations with tools to enhance customer engagement and streamline operations through automated responses and personalized solutions. This technological evolution fosters stronger customer relationships and increases operational efficiency, positioning AI-integrated CRM systems as a crucial component for businesses aiming to remain competitive in an increasingly complex market. As companies prioritize customer experience, the demand for advanced CRM analytics is expected to surge, propelling market growth in the coming years.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

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

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Degree of Competition
• Top Investment Pockets
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Pricing Analysis
• Case Studies
• Technology Advancement
• Regulatory Landscape
• Startup Analysis
• Patent Analysis

Global CRM Analytics Market Size by Component & CAGR (2025-2032)

• Market Overview
• Software
  • On-Premise
  • Cloud-Based
• Services
  • Professional Services
  • Managed Services

Global CRM Analytics Market Size by Deployment Mode & CAGR (2025-2032)

• Market Overview
• On-Premise
• Cloud-Based

Global CRM Analytics Market Size by Organization Size & CAGR (2025-2032)

• Market Overview
• Large Enterprises
• Small and Medium Enterprises (SMEs)

Global CRM Analytics Market Size by Application & CAGR (2025-2032)

• Market Overview
• Sales Analytics
• Customer Service Analytics
• Marketing Analytics
• Contact Center Analytics
• Others

Global CRM Analytics Market Size by End-User Industry & CAGR (2025-2032)

• Market Overview
• BFSI
• Retail
• Healthcare
• Telecommunications and IT
• Manufacturing
• Government and Public Sector
• Others

Global CRM Analytics Market Size & CAGR (2025-2032)

• North America (Component, Deployment Mode, Organization Size, Application, End-User Industry)
  • US
  • Canada
• Europe (Component, Deployment Mode, Organization Size, Application, End-User Industry)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Component, Deployment Mode, Organization Size, Application, End-User Industry)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Component, Deployment Mode, Organization Size, Application, End-User Industry)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Component, Deployment Mode, Organization Size, Application, End-User Industry)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• Salesforce, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Oracle Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAP SE (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Microsoft Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• IBM Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAS Institute Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Adobe Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Teradata Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Tableau Software (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Zoho Corporation (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• HubSpot, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SugarCRM Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Zendesk, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Freshworks Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Pegasystems Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• NICE Ltd. (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Verint Systems Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations