Healthcare CRM Market (By Component: Software and Services; By Application: Customer Service & Support, Marketing, CRM Analytics, Others; By Deployment Model: On-Premise, Hybrid, Cloud; By End User: Healthcare Providers, Healthcare Payers) - Global Industry Analysis, Size, Share, Growth, Trends, Regional Outlook, and Forecast 2022 – 2030


The global healthcare CRM market size was valued at US$10.92 billion in 2021 and is expected to hit US$ 35.74 billion by 2030, poised to grow at a compound annual growth rate (CAGR) of 14.1% during the forecast period 2022 to 2030.

Healthcare CRM Market Size 2022 to 2030

Growth Factors

Healthcare customer relationship management services provide a wide variety of tools and services to the customer who will further optimize and improve communication between patients and healthcare providers. Also, these tools comprise of messaging services, text messages, comment forms, online forms, and emails and these services and tools are further becoming more and more popular everywhere around the world. In addition, various healthcare organizations use these channels of CRM. As these tools aids them to minimize their manpower in order to minimize risk of errors, achieve profitability, and optimize the overall channels of communication. Also, marketing automation, sales force automation, and service automation are the key features of healthcare CRM system. Healthcare customer relationship management system is utilized in public clinic, hospitals, private clinic, and various research laboratories.

Surge in demand for healthcare customer relationship management from patients in order to get easy approach for the treatments by virtual patient care mode, monitoring of mobile, home care, and counseling regarding diseases propels the growth of the global market. Major players such as Salesforce.Com Inc, IBM, and SAP SE are adopting various marketing techniques and key developmental strategy like partnership in order to improvise healthcare CRM products service portfolio. For instance, in the year 2018, the company named IBM came into a partnership with the key plyer named salesforce. This partnership brought along Salesforce Quip and Salesforce Service cloud Einstein  from Watson and Cloud services from IBM in order to aid organizations to coordinate with customers more effectively.

CRM is a platform of software which is further used to address various healthcare challenges that have grown due to the pandemic. The outbreak of COVID-19 had an immense positive impact on the market growth of global healthcare CRM due to raised awareness regarding healthcare systems, and efficient healthcare systems for patients.

Report Scope of the Healthcare CRM Market

Report Coverage Details
Market Size by 2030 USD 35.74 Billion
Growth Rate from 2022 to 2030

CAGR of 14.1%

North America Market Share in 2020 30%
Customer Service & Support Segment Market Share in 2020 25%
Base Year 2021
Forecast Period 2022 to 2030
Segments Covered Component, End Use, Deployment Model, Application, Geography
Companies Mentioned Salesforce.Com Inc,  Microsoft Corporation, Oracle Corporation, PegasystemsInc, Sage Group Plc, SAP SE, SugarCRM, Zoho Corporation Pvt Ltd, Cerner Corporation, Keona Health

 

Various healthcare organizations use these channels. These tools aid to diminish the manpower in order to achieve reduced risk of errors, profitability, and thus optimize overall channels of communication. Also, service automation, marketing automation and sales force automation, are the elements of healthcare CRM system. Healthcare customer relationship management software is utilized in public & private clinic, hospitals, and research laboratories.

Concentrating on patient communication is highly essential in the face of changing healthcare coverage rules, and also in the grown burden from the pandemic. The COVID-19 pandemic has created a substantial burden over the organizations of healthcare, but leaders with forward-thinking are already leveraging technology in order to address the labor problems they are facing. In response to the COVID-19 pandemic, many healthcare organizations have applied new treatment methods to cope with the rapidly rising number of patient. Therefore, the substantial growth of the healthcare market worldwide is one of the major factors forming a positive outlook for the market. In addition, the growing requirement for effective solutions in order to improvise healthcare expertise and patient treatment is driving the growth of the market. Moreover, numerous technological advancements, such as the AI, integration of the loT, ML, and cloud computing solutions with HCRM platforms, act as other factors of the market growth as these tools also help minimize human effort, resulting in higher minimal risk of error, profitability, and streamlined communications.

Component Insights

Based on the component, growing overall spending on healthcare expenditure, which is leading to rise in adoption of healthcare CRM software for effective hospital services and management drives the market growth of the healthcare CRM and makes software the dominating segment of the market. In addition, according to the statistics of U.S. Government, the healthcare expenditure in the U.S. increased by 4.5% from the years 2018 to 2019.

However, the services segment is estimated to be the fastest growing segment during the forecast period. Owing to the growing requirement of new services in the health care segment like that can improve and optimize communication between healthcare providers and patients. These tools include messaging services, text messages, online forms, emails and comment forms.

Application Insights

Customer service & support segment has generated a revenue share of more than 25% and dominated the global health care CRM market in 2020. However, the marketing segment is expected to be the fastest-growing segment during the forecast period. The moderate investment, higher profitability, and ease of operations have significantly boosted the growth of the marketing segment of health care CRM across the globe.

Region Insights

North America was the leading region for health care CRM market and has garnered a market share of more than 30% in 2020. North Americas will be a significant competitor in the global healthcare CRM market with its large pool of established payers, hospitals, and rising healthcare CRM usage. A considerable number of hospitals can be found in the region, and they would thus support the market growth. There are numerous challenges associated with the global healthcare CRM market. One of the most vital development factors is the high competition in the area. Owing to the evolution of the North America region healthcare infrastructure, the healthcare CRM market will progressively see a growing demand.

Halthcare CRM Market Share, By Region, 2020 (%)

Asia-Pacific is considered as the fastest growing region in the global health care industry owing to the rising investors' interest in the industry. The market is further becoming more transitional, driving these companies to establish operations in emerging markets such as India. This rise in the number of hospitals would require installing computerized records systems and other software to simplify the processes and therefore be attributed to market growth. Yet, the developing nations invest a substantial significance in erecting their domestic healthcare infrastructure. This development is anticipated to attract numerous investors and goad the development of the nation's industry.

Key Market Developments

  • In January 2021, the key player named Nuance Communications, Inc. (NASDAQ: NUAN) introduced avirtual assistant platform based on AI-powered patient engagement in order to transform digital experiences and voice across the patient journey. Furthermore, Nuance's platform assimilates into and extends the possibilities of the healthcare organization's critical financial, clinical, customer and telephony systems, including the Patient Financial systems, EHR, CRM, and patient access center telephony infrastructure.

Some of the prominent players in the global health care CRM market include:

  • Salesforce.Com Inc
  •  Microsoft Corporation
  • Oracle Corporation
  • PegasystemsInc
  • Sage Group Plc
  • SAP SE
  • SugarCRM
  • Zoho Corporation Pvt Ltd
  • Cerner Corporation
  • Keona Health

Segments Covered in the Report

By Component

  • Software
  • Services

By Application

  • Customer Service & Support
  • Marketing
  • CRM Analytics
  • Others

By Deployment Model

  • On-Premise
  • Hybrid
  • Cloud

By End User

  • Healthcare Providers
    • Hospitals
    • Ambulatory Care Centers
    • Diagnostics & Imaging Centers
    • Pharmacies
    • Others
  • Healthcare Payers
    • Private Payers
    • Public Payers

By Geography

  • North America
    • U.S.
    • Canada
  • Europe
    • U.K.
    • Germany
    • France
  • Asia-Pacific
    • China
    • India
    • Japan
    • South Korea
    • Malaysia
    • Philippines
  • Latin America
    • Brazil
    • Rest of Latin America
  • Middle East & Africa (MEA)
    • GCC
    • North Africa
    • South Africa
    • Rest of the Middle East & Africa

Frequently Asked Questions

What is the current size of healthcare CRM market?
According to Precedence Research, the global healthcare CRM market size was reached at US$10.92 billion in 2021 and is anticipated to rake US$ 35.74 billion by 2030.
The global healthcare CRM market is expected to grow at a CAGR of 14.1% from 2022 to 2030.
The major players operating in the healthcare CRM market are Salesforce.Com Inc, Microsoft Corporation, Oracle Corporation, PegasystemsInc, Sage Group Plc, SAP SE, SugarCRM, Zoho Corporation Pvt Ltd, Cerner Corporation, and Keona Health.
The global health care CRM market is driven by various factors such as growing penetration of internet, rising adoption of the smartphones, rising penetration of the delivery platforms, and rising demand for the conveniences associated with the software.
North America region will lead the global healthcare CRM market over the forecast period?

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