Customer Relationship Management Market (By Component: Software, Services; By Deployment: On-Premise, Cloud, Hybrid; By Application, Marketing and sales automation, Customer management, Lead generation and customer retention, Others; By End User: BFSI, Manufacturing, Retail and consumer goods, Health care, IT and telecommunications; By Solution; By Enterprise Size) - Global Industry Analysis, Size, Share, Growth, Trends, Regional Outlook, and Forecast 2024 – 2033
The global customer relationship management market size was estimated at USD 69.94 billion in 2023 and is expected to hit around USD 248.13 billion by 2033, growing at a CAGR of 13.5% from 2024 to 2033. Due to the pandemic, there was a dip in the growth of this market. The market did not grow according to the expectations. The customer relationship management software help in monitoring the business, managing and organizing the business in order to increase the customer satisfaction. The use of various technologies like Internet of Things, big data and artificial intelligence are expected to drive the demand for this software. The integration of the cloud based CRF software is also expected to grow.
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The U.S. customer relationship management market size was estimated at USD 21.65 billion in 2023 and is predicted to be worth around USD 80.72 billion by 2033, at a CAGR of 14.1% from 2024 to 2033.
The North American market had the largest market share 44.14% in 2023 due to the increased use of technology, machine learning, and industry automation. It is a hub for various industrial verticals with a large amount of customer base and therefore, the North American market is also expected to see good growth.
The Asia Pacific market is expected to have the highest growth during the forecast period in the customer relationship management market due to the growing developments and strong economic growth. The organisations are focusing on customer retention and engagement which helps in driving the market. Many companies are investing heavily in the customer relationship management market to help in the growth of the industry and to improve productivity. As there is a major shift towards digital platforms cloud deployment and advancements in medium businesses, there is a demand for this market. Major players from the Asia Pacific market are trying to enhance their operations and improve efficiency in order to stay competitive and retain customers.
The Europe customer relationship management market size was calculated at USD 17.77 billion in 2023 and is projected to expand around USD 67.00 billion by 2033, poised to grow at a CAGR of 14.2% from 2024 to 2033.
| Year | Market Size (USD Billion) |
| 2023 | 17.77 |
| 2024 | 20.30 |
| 2025 | 23.18 |
| 2026 | 26.47 |
| 2027 | 30.23 |
| 028 | 34.52 |
| 2029 | 39.42 |
| 2030 | 45.01 |
| 2031 | 51.39 |
| 2032 | 58.68 |
| 2033 | 67.00 |
The customer relationship management softwares are seeing an integration of emerging technologies in various business domains to improve the value delivery to its customers and to improve the operations. Various CRM companies are working on expanding their geographical presence with the help of business strategies and market trends. Many organisations have claimed that the digital transformation has helped in improving their customer experience. In order to provide customer centric services various organisations are deploying a CRM system which is a part of that organization. CRM and other integrated technologies help in providing improved customer satisfaction and it depends upon the rapid digital transformation across the world. By providing a superior customer experiences at all the communication touchpoints.
The customer relationship management software is able to provide seamless experience. CRM helps in adopting digitalization and it is expected to help in the growth of the market during the forecast. Customer relationship management helps in simplifying the process of communicating with the customers and provides satisfactory services to the customers. It helps in organizing and tracking all the relevant information regarding the guidelines of how to interact with the customers. In order to track the team's performance and to automate the sales activities, the sales managers are making use of the customer relationship management software.
| Report Coverage | Details |
| Customer Relationship Management Market Size in 2023 | USD 69.94 Billion |
| Customer Relationship Management Market Size by 2033 | USD 248.13 Billion |
| Growth Rate from 2024 to 2033 | CAGR of 13.4% |
| Base Year | 2023 |
| Forecast Period | 2024 to 2033 |
| Segments Covered | By Component, By Deployment, By Application, By End User, By Solution, and By Enterprise Size |
| Regions Covered, | North America, Europe, Asia-Pacific, Latin America, and Middle East & Africa |
On the basis of the component, the software segment accounted largest revenue share in 2023. In order to gain strategic and competitive advantage along with strong customer retention. As there's a lot of competition there is an adoption of CRM softwares in many industries. It also helps these industries in gaining new customers and retaining these customers by providing great customer service. In order to sustain the customers for a very long period of time, there has to be an outstanding customer service program. Apart from the software segment, the Services segment is also expected to have a good growth during the forecast.
The service segment of customer relationship management helps in good coordination between the software provider companies and the organisations that are using this software. It helps with the implementation, training and consultancy services. This software has applications in various industries like IT, telecommunication, BFSI and healthcare. By optimizing the needs and minimizing the cost of operation the product is able to offer value services to the existing customers.
Depending upon deployment, the cloud segment has had the largest market share 51% in 2023 and is expected to grow during the forecast. In the coming years the Cloud segment is expected to have the highest growth as it does not need any investment in the IT infrastructure and the storage of data is on the cloud server. The small and medium scale organizations are seeking the cloud segment for customer relationship management software.
On the basis of application the various segments are marketing and sales automation, lead generation, customer management, customer retention, customer support and contact center. Customer retention and lead generation sector had the largest market share during the recent years and it is expected to grow during the forecast. The adoption of the software is expected to help with the lead creation process and increase in the services and the product inquiries. Due to growing digitalization way across various businesses in the world. The demand for implementing the software in various industries is also increasing.
Due to the availability of client data owing to the growth of online shopping platforms and applications used on smartphones, the retailer and consumer goods segment is also expected to pose a demand for the CRM softwares. The retail segment accounted largest market share 25% in 2023.
The BFSI Segment is expected to grow as there is necessary use of customer specific softwares and growing digitalization. In order to gain and maintain the loyal customers many banks are using these services for their online platforms. CRM softwares are extensively used in the BFSI segment. The IT and telecom sector is also using the CRM software in order to manage their large client base. In order to understand the needs of the clients and to understand the current market trends, the CRM softwares are used.
Segments Covered in the Report
By Component
By Deployment
By Application
By End User
By Solution
By Enterprise Size
By Geography
Chapter 1. Introduction
1.1. Research Objective
1.2. Scope of the Study
1.3. Definition
Chapter 2. Research Methodology
2.1. Research Approach
2.2. Data Sources
2.3. Assumptions & Limitations
Chapter 3. Executive Summary
3.1. Market Snapshot
Chapter 4. Market Variables and Scope
4.1. Introduction
4.2. Market Classification and Scope
4.3. Industry Value Chain Analysis
4.3.1. Enterprise Size Procurement Analysis
4.3.2. Sales and Distribution Analysis
4.3.3. Downstream Buyer Analysis
Chapter 5. COVID 19 Impact on Customer Relationship Management Market
5.1. COVID-19 Landscape: Customer Relationship Management Industry Impact
5.2. COVID 19 - Impact Assessment for the Industry
5.3. COVID 19 Impact: Global Major Government Policy
5.4. Market Trends and Opportunities in the COVID-19 Landscape
Chapter 6. Market Dynamics Analysis and Trends
6.1. Market Dynamics
6.1.1. Market Drivers
6.1.2. Market Restraints
6.1.3. Market Opportunities
6.2. Porter’s Five Forces Analysis
6.2.1. Bargaining power of suppliers
6.2.2. Bargaining power of buyers
6.2.3. Threat of substitute
6.2.4. Threat of new entrants
6.2.5. Degree of competition
Chapter 7. Competitive Landscape
7.1.1. Company Market Share/Positioning Analysis
7.1.2. Key Strategies Adopted by Players
7.1.3. Vendor Landscape
7.1.3.1. List of Suppliers
7.1.3.2. List of Buyers
Chapter 8. Global Customer Relationship Management Market, By Component
8.1. Customer Relationship Management Market, by Component, 2024-2033
8.1.1. Software
8.1.1.1. Market Revenue and Forecast (2021-2033)
8.1.2. Services
8.1.2.1. Market Revenue and Forecast (2021-2033)
Chapter 9. Global Customer Relationship Management Market, By Deployment
9.1. Customer Relationship Management Market, by Deployment, 2024-2033
9.1.1. On-Premise
9.1.1.1. Market Revenue and Forecast (2021-2033)
9.1.2. Cloud
9.1.2.1. Market Revenue and Forecast (2021-2033)
9.1.2. Hybrid
9.1.2.1. Market Revenue and Forecast (2021-2033)
Chapter 10. Global Customer Relationship Management Market, By Application
10.1. Customer Relationship Management Market, by Application, 2024-2033
10.1.1. Marketing and sales automation
10.1.1.1. Market Revenue and Forecast (2021-2033)
10.1.2. Customer management
10.1.2.1. Market Revenue and Forecast (2021-2033)
10.1.3. Lead generation and customer retention
10.1.3.1. Market Revenue and Forecast (2021-2033)
10.1.4. Others
10.1.4.1. Market Revenue and Forecast (2021-2033)
Chapter 11. Global Customer Relationship Management Market, By End User
11.1. Customer Relationship Management Market, by End User, 2024-2033
11.1.1. BFSI
11.1.1.1. Market Revenue and Forecast (2021-2033)
11.1.2. Manufacturing
11.1.2.1. Market Revenue and Forecast (2021-2033)
11.1.3. Retail and consumer goods
11.1.3.1. Market Revenue and Forecast (2021-2033)
11.1.4. Health care
11.1.4.1. Market Revenue and Forecast (2021-2033)
11.1.5. IT and telecommunications
11.1.5.1. Market Revenue and Forecast (2021-2033)
Chapter 12. Global Customer Relationship Management Market, By Solution
12.1. Customer Relationship Management Market, by Solution, 2024-2033
12.1.1. Customer Service
12.1.1.1. Market Revenue and Forecast (2021-2033)
12.1.2. Customer Experience Management
12.1.2.1. Market Revenue and Forecast (2021-2033)
12.1.3. CRM Analytics
12.1.3.1. Market Revenue and Forecast (2021-2033)
12.1.4. Marketing Automation
12.1.4.1. Market Revenue and Forecast (2021-2033)
12.1.5. Salesforce Automation
12.1.5.1. Market Revenue and Forecast (2021-2033)
12.1.6. Social Media Monitoring
12.1.6.1. Market Revenue and Forecast (2021-2033)
12.1.7. Others
12.1.7.1. Market Revenue and Forecast (2021-2033)
Chapter 13. Global Customer Relationship Management Market, By Enterprise Size
13.1. Customer Relationship Management Market, by Enterprise Size, 2024-2033
13.1.1. Large Enterprises
13.1.1.1. Market Revenue and Forecast (2021-2033)
13.1.2. Small & Medium Enterprise
13.1.2.1. Market Revenue and Forecast (2021-2033)
Chapter 14. Global Customer Relationship Management Market, Regional Estimates and Trend Forecast
14.1. North America
14.1.1. Market Revenue and Forecast, by Component (2021-2033)
14.1.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.1.3. Market Revenue and Forecast, by Application (2021-2033)
14.1.4. Market Revenue and Forecast, by End User (2021-2033)
14.1.5. Market Revenue and Forecast, by Solution (2021-2033)
14.1.6. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.1.7. U.S.
14.1.7.1. Market Revenue and Forecast, by Component (2021-2033)
14.1.7.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.1.7.3. Market Revenue and Forecast, by Application (2021-2033)
14.1.7.4. Market Revenue and Forecast, by End User (2021-2033)
14.1.8. Market Revenue and Forecast, by Solution (2021-2033)
14.1.8.1. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.1.9. Rest of North America
14.1.9.1. Market Revenue and Forecast, by Component (2021-2033)
14.1.9.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.1.9.3. Market Revenue and Forecast, by Application (2021-2033)
14.1.9.4. Market Revenue and Forecast, by End User (2021-2033)
14.1.10. Market Revenue and Forecast, by Solution (2021-2033)
14.1.11. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.1.11.1.
14.2. Europe
14.2.1. Market Revenue and Forecast, by Component (2021-2033)
14.2.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.2.3. Market Revenue and Forecast, by Application (2021-2033)
14.2.4. Market Revenue and Forecast, by End User (2021-2033)
14.2.5. Market Revenue and Forecast, by Solution (2021-2033)
14.2.6. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.2.7.
14.2.8. UK
14.2.8.1. Market Revenue and Forecast, by Component (2021-2033)
14.2.8.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.2.8.3. Market Revenue and Forecast, by Application (2021-2033)
14.2.9. Market Revenue and Forecast, by End User (2021-2033)
14.2.10. Market Revenue and Forecast, by Solution (2021-2033)
14.2.10.1. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.2.11. Germany
14.2.11.1. Market Revenue and Forecast, by Component (2021-2033)
14.2.11.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.2.11.3. Market Revenue and Forecast, by Application (2021-2033)
14.2.12. Market Revenue and Forecast, by End User (2021-2033)
14.2.13. Market Revenue and Forecast, by Solution (2021-2033)
14.2.14. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.2.14.1.
14.2.15. France
14.2.15.1. Market Revenue and Forecast, by Component (2021-2033)
14.2.15.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.2.15.3. Market Revenue and Forecast, by Application (2021-2033)
14.2.15.4. Market Revenue and Forecast, by End User (2021-2033)
14.2.16. Market Revenue and Forecast, by Solution (2021-2033)
14.2.16.1. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.2.17. Rest of Europe
14.2.17.1. Market Revenue and Forecast, by Component (2021-2033)
14.2.17.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.2.17.3. Market Revenue and Forecast, by Application (2021-2033)
14.2.17.4. Market Revenue and Forecast, by End User (2021-2033)
14.2.18. Market Revenue and Forecast, by Solution (2021-2033)
14.2.18.1. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.3. APAC
14.3.1. Market Revenue and Forecast, by Component (2021-2033)
14.3.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.3.3. Market Revenue and Forecast, by Application (2021-2033)
14.3.4. Market Revenue and Forecast, by End User (2021-2033)
14.3.5. Market Revenue and Forecast, by Solution (2021-2033)
14.3.6. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.3.7. India
14.3.7.1. Market Revenue and Forecast, by Component (2021-2033)
14.3.7.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.3.7.3. Market Revenue and Forecast, by Application (2021-2033)
14.3.7.4. Market Revenue and Forecast, by End User (2021-2033)
14.3.8. Market Revenue and Forecast, by Solution (2021-2033)
14.3.9. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.3.10. China
14.3.10.1. Market Revenue and Forecast, by Component (2021-2033)
14.3.10.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.3.10.3. Market Revenue and Forecast, by Application (2021-2033)
14.3.10.4. Market Revenue and Forecast, by End User (2021-2033)
14.3.11. Market Revenue and Forecast, by Solution (2021-2033)
14.3.11.1. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.3.12. Japan
14.3.12.1. Market Revenue and Forecast, by Component (2021-2033)
14.3.12.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.3.12.3. Market Revenue and Forecast, by Application (2021-2033)
14.3.12.4. Market Revenue and Forecast, by End User (2021-2033)
14.3.12.5. Market Revenue and Forecast, by Solution (2021-2033)
14.3.12.6. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.3.13. Rest of APAC
14.3.13.1. Market Revenue and Forecast, by Component (2021-2033)
14.3.13.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.3.13.3. Market Revenue and Forecast, by Application (2021-2033)
14.3.13.4. Market Revenue and Forecast, by End User (2021-2033)
14.3.13.5. Market Revenue and Forecast, by Solution (2021-2033)
14.3.13.6. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.4. MEA
14.4.1. Market Revenue and Forecast, by Component (2021-2033)
14.4.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.4.3. Market Revenue and Forecast, by Application (2021-2033)
14.4.4. Market Revenue and Forecast, by End User (2021-2033)
14.4.5. Market Revenue and Forecast, by Solution (2021-2033)
14.4.6. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.4.7. GCC
14.4.7.1. Market Revenue and Forecast, by Component (2021-2033)
14.4.7.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.4.7.3. Market Revenue and Forecast, by Application (2021-2033)
14.4.7.4. Market Revenue and Forecast, by End User (2021-2033)
14.4.8. Market Revenue and Forecast, by Solution (2021-2033)
14.4.9. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.4.10. North Africa
14.4.10.1. Market Revenue and Forecast, by Component (2021-2033)
14.4.10.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.4.10.3. Market Revenue and Forecast, by Application (2021-2033)
14.4.10.4. Market Revenue and Forecast, by End User (2021-2033)
14.4.11. Market Revenue and Forecast, by Solution (2021-2033)
14.4.12. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.4.13. South Africa
14.4.13.1. Market Revenue and Forecast, by Component (2021-2033)
14.4.13.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.4.13.3. Market Revenue and Forecast, by Application (2021-2033)
14.4.13.4. Market Revenue and Forecast, by End User (2021-2033)
14.4.13.5. Market Revenue and Forecast, by Solution (2021-2033)
14.4.13.6. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.4.14. Rest of MEA
14.4.14.1. Market Revenue and Forecast, by Component (2021-2033)
14.4.14.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.4.14.3. Market Revenue and Forecast, by Application (2021-2033)
14.4.14.4. Market Revenue and Forecast, by End User (2021-2033)
14.4.14.5. Market Revenue and Forecast, by Solution (2021-2033)
14.4.14.6. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.5. Latin America
14.5.1. Market Revenue and Forecast, by Component (2021-2033)
14.5.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.5.3. Market Revenue and Forecast, by Application (2021-2033)
14.5.4. Market Revenue and Forecast, by End User (2021-2033)
14.5.5. Market Revenue and Forecast, by Solution (2021-2033)
14.5.6. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.5.7. Brazil
14.5.7.1. Market Revenue and Forecast, by Component (2021-2033)
14.5.7.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.5.7.3. Market Revenue and Forecast, by Application (2021-2033)
14.5.7.4. Market Revenue and Forecast, by End User (2021-2033)
14.5.8. Market Revenue and Forecast, by Solution (2021-2033)
14.5.8.1. Market Revenue and Forecast, by Enterprise Size (2021-2033)
14.5.9. Rest of LATAM
14.5.9.1. Market Revenue and Forecast, by Component (2021-2033)
14.5.9.2. Market Revenue and Forecast, by Deployment (2021-2033)
14.5.9.3. Market Revenue and Forecast, by Application (2021-2033)
14.5.9.4. Market Revenue and Forecast, by End User (2021-2033)
14.5.9.5. Market Revenue and Forecast, by Solution (2021-2033)
14.5.9.6. Market Revenue and Forecast, by Enterprise Size (2021-2033)
Chapter 15. Company Profiles
15.1. Salesforce.com, Inc.
15.1.1. Company Overview
15.1.2. Product Offerings
15.1.3. Financial Performance
15.1.4. Recent Initiatives
15.2. Oracle Corporation
15.2.1. Company Overview
15.2.2. Product
15.2.3. Financial Performance
15.2.4. Recent Initiatives
15.3. ADOBE INC.
15.3.1. Company Overview
15.3.2. Product Offerings
15.3.3. Financial Performance
15.3.4. Recent Initiatives
15.4. SugarCRM Inc
15.4.1. Company Overview
15.4.2. Product Offerings
15.4.3. Financial Performance
15.4.4. Recent Initiatives
15.5. Insightly Inc.
15.5.1. Company Overview
15.5.2. Product Offerings
15.5.3. Financial Performance
15.5.4. Recent Initiatives
15.6. Microsoft Corporation
15.6.1. Company Overview
15.6.2. Product Offerings
15.6.3. Financial Performance
15.6.4. Recent Initiatives
15.7. SAP SE
15.7.1. Company Overview
15.7.2. Product Offerings
15.7.3. Financial Performance
15.7.4. Recent Initiatives
15.8. Zoho Corporation Pvt. Ltd
15.8.1. Company Overview
15.8.2. Product Offerings
15.8.3. Financial Performance
15.8.4. Recent Initiatives
15.9. Copper CRM, Inc.
15.9.1. Company Overview
15.9.2. Product Offerings
15.9.3. Financial Performance
15.9.4. Recent Initiatives
15.10. Creatio
15.10.1. Company Overview
15.10.2. Product Offerings
15.10.3. Financial Performance
15.10.4. Recent Initiatives
Chapter 16. Research Methodology
16.1. Primary Research
16.2. Secondary Research
16.3. Assumptions
Chapter 17. Appendix
17.1. About Us
17.2. Glossary of Terms
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