Global Customer Relationship Management Market Size study, by Solution (Customer Service, Customer Experience Management and Others), by Deployment (On-Premise and Cloud), by Enterprise Size (Large, Medium and Small), by End Use (BFSI, Retail and Others), and Regional Forecasts 2021-2027

BIZ4386124
200 Pages
May 2021
ICT & Media

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Global Customer Relationship Management Market is valued approximately USD 42 billion in 2020 and is anticipated to grow with a healthy growth rate of more than 9.5% over the forecast period 2021-2027. Customer relationship management is a technology for managing businesses or firm’s relationships and communications with customers and potential clients. It stores customer and prospect contact information, identify sales opportunities, record service issues, and manage marketing campaigns in a centralized manner. The system helps companies stay connected to customers, streamline processes, identify and categorize leads, offer better customer support, increase referrals from existing customers and improve overall profitability. The rising demand for CRM from various end-use industries such as BFSI, retail etc. because of the aforementioned features are driving the Customer Relationship Management market. The rise in adoption of digital channel for customer engagement after pandemic has helped in propelling the market further. According to UNCTAD, businesses and consumers adopted for digital trade in an accelerated manner, raising e-commerce’s share in retail trade from 14% in 2019 to about 17% in 2020 globally. World Bank study reported growth in digital transaction numbers and volumes of 13 percent and 11 percent, respectively in 2020 as compared to previous year. The acceleration in digital retail and BFSI sector will enable the growth of Customer relationship management market since customer retention and personalized services will be the priority of every business after COVID-19. The issue associated with security and privacy of customer’s as well as company’s private data may act as a restraint for its growth. However, recent developments in cloud-based CRM offerings such as SaaS, PaaS and IaaS acts as an opportunity for Customer Relationship Management Market in subsequent decade.

Key regions such as Asia Pacific, North America, Europe, Latin America and Rest of the World are analysed to provide a holistic picture of Customer Relationship Management Market. Due to high growth rate of end-use industries adopting CRM as well as higher per capita income, North America is the significant region across the world in terms of market share. Whereas, Asia-Pacific is expected to exhibit highest growth rate for the forecast period 2021-2027 owing to the growing demand for better customer services and management services from businesses, particularly in retail, healthcare and IT sector. Rising disposable income and government push for digital adoption will also boost growth in this region.

Major market player included in this report are:

Salesforce.com, Inc.

Microsoft Corporation

SAP SE

Oracle Corporation

ADOBE INC.

SugarCRM Inc.

Zoho Corporation Pvt. Ltd

Copper CRM, Inc.

Insightly, Inc

Creatio

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Solution:

Customer Service

Customer Experience Management

CRM Analytics

Marketing Automation

Salesforce Automation

Social Media Monitoring

Others

By Deployment:

On-premise

Cloud

By Enterprise Size:

Large Enterprises

Small & Medium Enterprise

By End-Use:

BFSI

Retail

Healthcare

IT & Telecom

Discrete Manufacturing

Government & Education

Others

By Region:

North America

U.S.

Canada

Europe

Germany

France

Spain

Italy

ROE

Asia Pacific

China

India

Japan

Australia

South Korea

RoAPAC

Latin America

Brazil

Mexico

Rest of the World

Furthermore, years considered for the study are as follows:

Historical year – 2018, 2019

Base year – 2020

Forecast period – 2021 to 2027

Target Audience of the Global Customer Relationship Management Market in Market Study:

Key Consulting Companies & Advisors

Large, medium-sized, and small enterprises

Venture capitalists

Value-Added Resellers (VARs)

Third-party knowledge providers

Investment bankers

Investors

Chapter 1. Executive Summary

1.1. Market Snapshot

1.2. Global & Segmental Market Estimates & Forecasts, 2019-2027 (USD Billion)

1.2.1. Customer Relationship Management Market, by Solution, 2019-2027 (USD Billion)

1.2.2. Customer Relationship Management Market, by Deployment, 2019-2027 (USD Billion)

1.2.3. Customer Relationship Management Market, by Enterprise Size, 2019-2027 (USD Billion)

1.2.4. Customer Relationship Management Market, by End-Use, 2019-2027 (USD Billion)

1.2.5. Customer Relationship Management Market, by, 2019-2027 (USD Billion)

1.2.6. Customer Relationship Management Market, by, 2019-2027 (USD Billion)

1.3. Key Trends

1.4. Estimation Methodology

1.5. Research Assumption

Chapter 2. Global Customer Relationship Management Market Definition and Scope

2.1. Objective of the Study

2.2. Market Definition & Scope

2.2.1. Scope of the Study

2.2.2. Industry Evolution

2.3. Years Considered for the Study

2.4. Currency Conversion Rates

Chapter 3. Global Customer Relationship Management Market Dynamics

3.1. Customer Relationship Management Market Impact Analysis (2019-2027)

3.1.1. Market Drivers

3.1.1.1. Increase demand for CRM from end-use industries

3.1.1.2. Digital adoption by firms after COVID-19 pandemic

3.1.2. Market Challenges

3.1.2.1. Data privacy and security issues on cloud CRM

3.1.3. Market Opportunities

3.1.3.1. Developments in cloud CRM as SaaS, PaaS and IaaS

Chapter 4. Global Customer Relationship Management Market Industry Analysis

4.1. Porter’s 5 Force Model

4.1.1. Bargaining Power of Suppliers

4.1.2. Bargaining Power of Buyers

4.1.3. Threat of New Entrants

4.1.4. Threat of Substitutes

4.1.5. Competitive Rivalry

4.1.6. Futuristic Approach to Porter’s 5 Force Model (2018-2027)

4.2. PEST Analysis

4.2.1. Political

4.2.2. Economical

4.2.3. Social

4.2.4. Technological

4.3. Investment Adoption Model

4.4. Analyst Recommendation & Conclusion

Chapter 5. Global Customer Relationship Management Market, by Solution

5.1. Market Snapshot

5.2. Global Customer Relationship Management Market by Solution, Performance - Potential Analysis

5.3. Global Customer Relationship Management Market Estimates & Forecasts by Solution 2018-2027 (USD Billion)

5.4. Customer Relationship Management Market, Sub Segment Analysis

5.4.1. Customer Service

5.4.2. Customer Experience Management

5.4.3. CRM Analytics

5.4.4. Marketing Automation

5.4.5. Salesforce Automation

5.4.6. Social Media Monitoring

5.4.7. Others

Chapter 6. Global Customer Relationship Management Market, by Deployment

6.1. Market Snapshot

6.2. Global Customer Relationship Management Market by Deployment, Performance - Potential Analysis

6.3. Global Customer Relationship Management Market Estimates & Forecasts by Deployment 2018-2027 (USD Billion)

6.4. Customer Relationship Management Market, Sub Segment Analysis

6.4.1. On-premise

6.4.2. Cloud

Chapter 7. Global Customer Relationship Management Market, by Enterprise Size

7.1. Market Snapshot

7.2. Global Customer Relationship Management Market by Enterprise Size, Performance - Potential Analysis

7.3. Global Customer Relationship Management Market Estimates & Forecasts by Enterprise Size 2018-2027 (USD Billion)

7.4. Customer Relationship Management Market, Sub Segment Analysis

7.4.1. Large Enterprises

7.4.2. Small & Medium Enterprise

Chapter 8. Global Customer Relationship Management Market, by End-Use

8.1. Market Snapshot

8.2. Global Customer Relationship Management Market by End-Use, Performance - Potential Analysis

8.3. Global Customer Relationship Management Market Estimates & Forecasts by End-Use 2018-2027 (USD Billion)

8.4. Customer Relationship Management Market, Sub Segment Analysis

8.4.1. BFSI

8.4.2. Retail

8.4.3. Healthcare

8.4.4. IT & Telecom

8.4.5. Discrete Manufacturing

8.4.6. Government & Education

8.4.7. Others

Chapter 9. Global Customer Relationship Management Market, Regional Analysis

9.1. Customer Relationship Management Market, Regional Market Snapshot

9.2. North America Customer Relationship Management Market

9.2.1. U.S. Customer Relationship Management Market

9.2.1.1. Solution breakdown estimates & forecasts, 2018-2027

9.2.1.2. Deployment breakdown estimates & forecasts, 2018-2027

9.2.1.3. Enterprise Size breakdown estimates & forecasts, 2018-2027

9.2.1.4. End-Use breakdown estimates & forecasts, 2018-2027

9.2.2. Canada Customer Relationship Management Market

9.3. Europe Customer Relationship Management Market Snapshot

9.3.1. U.K. Customer Relationship Management Market

9.3.2. Germany Customer Relationship Management Market

9.3.3. France Customer Relationship Management Market

9.3.4. Spain Customer Relationship Management Market

9.3.5. Italy Customer Relationship Management Market

9.3.6. Rest of Europe Customer Relationship Management Market

9.4. Asia-Pacific Customer Relationship Management Market Snapshot

9.4.1. China Customer Relationship Management Market

9.4.2. India Customer Relationship Management Market

9.4.3. Japan Customer Relationship Management Market

9.4.4. Australia Customer Relationship Management Market

9.4.5. South Korea Customer Relationship Management Market

9.4.6. Rest of Asia Pacific Customer Relationship Management Market

9.5. Latin America Customer Relationship Management Market Snapshot

9.5.1. Brazil Customer Relationship Management Market

9.5.2. Mexico Customer Relationship Management Market

9.6. Rest of The World Customer Relationship Management Market

Chapter 10. Competitive Intelligence

10.1. Top Market Strategies

10.2. Company Profiles

10.2.1. Salesforce.com, Inc.

10.2.1.1. Key Information

10.2.1.2. Overview

10.2.1.3. Financial (Subject to Data Availability)

10.2.1.4. Product Summary

10.2.1.5. Recent Developments

10.2.2. Microsoft Corporation

10.2.3. SAP SE

10.2.4. Oracle Corporation

10.2.5. ADOBE INC.

10.2.6. SugarCRM Inc.

10.2.7. Zoho Corporation Pvt. Ltd

10.2.8. Copper CRM, Inc.

10.2.9. Insightly, Inc

10.2.10. Creatio

Chapter 11. Research Process

11.1. Research Process

11.1.1. Data Mining

11.1.2. Analysis

11.1.3. Market Estimation

11.1.4. Validation

11.1.5. Publishing

11.2. Research Attributes

11.3. Research Assumption

List of Tables

TABLE 1. Global Customer Relationship Management Market, report scope

TABLE 2. Global Customer Relationship Management Market estimates & forecasts by Region 2018-2027 (USD Billion)

TABLE 3. Global Customer Relationship Management Market estimates & forecasts by Solution 2018-2027 (USD Billion)

TABLE 4. Global Customer Relationship Management Market estimates & forecasts by Deployment 2018-2027 (USD Billion)

TABLE 5. Global Customer Relationship Management Market estimates & forecasts by Enterprise Size 2018-2027 (USD Billion)

TABLE 6. Global Customer Relationship Management Market estimates & forecasts by End-Use 2018-2027 (USD Billion)

TABLE 7. Global Customer Relationship Management Market by segment, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 8. Global Customer Relationship Management Market by region, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 9. Global Customer Relationship Management Market by segment, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 10. Global Customer Relationship Management Market by region, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 11. Global Customer Relationship Management Market by segment, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 12. Global Customer Relationship Management Market by region, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 13. Global Customer Relationship Management Market by segment, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 14. Global Customer Relationship Management Market by region, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 15. Global Customer Relationship Management Market by segment, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 16. Global Customer Relationship Management Market by region, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 17. U.S. Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 18. U.S. Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 19. U.S. Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 20. Canada Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 21. Canada Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 22. Canada Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 23. UK Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 24. UK Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 25. UK Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 26. Germany Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 27. Germany Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 28. Germany Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 29. RoE Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 30. RoE Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 31. RoE Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 32. China Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 33. China Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 34. China Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 35. India Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 36. India Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 37. India Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 38. Japan Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 39. Japan Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 40. Japan Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 41. RoAPAC Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 42. RoAPAC Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 43. RoAPAC Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 44. Brazil Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 45. Brazil Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 46. Brazil Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 47. Mexico Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 48. Mexico Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 49. Mexico Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 50. RoLA Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 51. RoLA Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 52. RoLA Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 53. Row Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 54. Row Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 55. Row Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 56. List of secondary sources, used in the study of global Customer Relationship Management Market

TABLE 57. List of primary sources, used in the study of global Customer Relationship Management Market

TABLE 58. Years considered for the study

TABLE 59. Exchange rates considered

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Global Customer Relationship Management Market Size study, by Solution (Customer Service, Customer Experience Management and Others), by Deployment (On-Premise and Cloud), by Enterprise Size (Large, Medium and Small), by End Use (BFSI, Retail and Others), and Regional Forecasts 2021-2027

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