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Pulished Date April, 2021
ID: 10298
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Global Customer Relationship Management (CRM) Market by Deployment Model (On-Premises and Cloud), End Customer (Small and Medium Enterprises and Large Enterprises), Industry (BFSI, Retail, Manufacturing, IT and Telecommunications), Type (Customer Analytics, Sales Analytics and Marketing Analytics) - Opportunity Analysis and Industry Forecast, 2021-2026

Pulished: April, 2021
ID: 10298
Pages: 150

Global Customer Relationship Management (CRM) Market Size (2020 – 2025)

The customer relationship management (CRM) market will progress from $ 11.91 billion in 2020 to $ 29.08 billion in 2020, with a CAGR of 36.5% from 2020 to 2025.

Customer relationship management (CRM) software refers to a type of business software that includes a wide range of applications, as well as software that will help companies manage interaction, support, customers data, automate sales and marketing, and access and manage key activities, information about partners, suppliers and employees.

Market overview:

Customer relationship management has become an essential element for various functions in global companies. Advances in Social CRM have made it faster, more accessible, and have also provided vital information on business analytics. Businesses are embracing social CRM as an additional channel in CRM software solutions in general. Social CRM refers to a social layer in addition to traditional CRM software solutions; These solutions offer companies several benefits, including greater transparency, better communication of ideas and business information, flexibility and performance. Social CRM helps companies establish customer engagement and increase their brand presence with customers.

Recent developments:

  • July 2019 - Microsoft Commercial Marketplace Launch Partner Nimble launched Smart CRM for Office 365 as Team Relationship Manager in Microsoft Commercial Marketplace.

  • April 2019: Microsoft collaborates with Adobe for everyone on lead generation software. Adobe marketing software will be used to find potential customers for business products on LinkedIn and Microsoft sales software will be used to complete the transaction.

  • April 2019: Infor, an industry-specific cloud application provider, launched Infor CloudSuite CRM, a cloud application as part of its Infor Customer Experience suite of solutions.

Impact of Covid-19 on Customer Relationship Management Market:

Since the COVID-19 pandemic in the early first quarter of 2020, businesses have closed their doors or suffered significant losses. Companies have the only opportunity to retain their customers, which can help them during this lockdown. Additionally, CRM software offers benefits such as customer mapping, from initial contact discovery to post-purchase interactions, which are sometimes overlooked by companies. Additionally, CRM software benefits businesses with useful reports and statistics on historical consumer behavior data.

Governments around the world have imposed curfews or recommended that citizens stay home to prevent the spread of coronavirus. The pandemic that started in China has now spread across the world. This, in turn, affected daily life and business operations. While many markets have been affected by foreclosure, CRM software is in high demand primarily due to its ability to capture accurate and accurate customer information. More and more people are turning to web services at home, and the market for CRM software has grown stronger than ever.

Market growth and trends:

Customer relationship management (CRM) is gaining momentum in today's business ecosystem. With the rise of social media, companies are also embracing social integration with CRM software, giving rise to social CRM as a new channel these days. Social CRM solutions combine traditional solutions with social media to improve business customer engagement. The solution provides a social platform for companies' changing CRM needs, while providing flexibility in terms of scope, implementation, and administration. Social CRM integrates customer decisions into the combination of planning and feedback loop to engage customers with businesses.

CRM in the retail industry are expected to increase due to the growing presence of region-specific retailers. Retail ecosystems are very emerging in China, India and South Korea. Currently, China dominates the e-commerce market in Asia with big players like JD.com and Alibaba. In addition, the Indian retail market is estimated to be between $ 672 billion in 2017 and $ 1.2 billion in 2021, according to the IBEF.

Retail CRM brings value to salespeople by providing a one-stop shop to manage their entire customer service cycle, personalized marketing opportunities and prompt customer service.

The retail ecosystem has focused on how small and medium businesses can use these tools to compete with large businesses. Since then, there has been a trend towards personalization and adaptability, especially in the small and medium business sector, CRM to meet these needs has led vendors to offer all-in-one CRM. Retailing in recent years has seen a major shift, with established players in the online market disrupting traditional brick and mortar stores. This has resulted in a significant number of offline stores needing CRM to compete with online retailers.

Market Drivers and Restraints:

The increase in business functions enriched by mobile devices, continuous access to critical information in real time, the development of high-speed network and wireless connectivity, the growth in the use of mobile devices, better return on investment, profitability and vertical concentration in the market are the factors that have a positive impact on the CRM market

Complicated integration of mobile devices with CRM, poor user acceptance, implementation issues, and corporate data security are the challenges of the global Customer Relationship Management market

The integration of mobile devices, the web and CRM that helps to increase sales revenue in the organization, the mobility which helps to get information anytime and anywhere and the participation of mobile devices are the opportunities for the worldwide market.

Mobile CRM, including customer functionality and customer support, the use of portable devices and the Internet of Things (IoT), are the latest trends in the global CRM market.

Market segmentation:

The global CRM market is segmented base on the type, end customer, industry, deployment model, and geography. According to the type, the market includes sales analysis, marketing analysis, customer analysis, etc. End customers covered by the report include small and medium enterprises and large enterprises. Industries served by the CRM market are BFSI, Retail, Manufacturing, IT and Telecommunications. Based on the deployment model, the market is bifurcated mainly into on-premises and cloud.

Regional Analysis:
Regions explored in the global Customer Relationship Management market report include North America, Europe, Asia-Pacific, and LAMEA.

North America and Europe are expected to dominate the CRM market during the forecast period owing to the increased use of mobile services or platforms for employees and business customers. Asia-Pacific, Middle East and Africa are expected to be the emerging regions that will contribute the most growth during the forecast period.

Key market players:

Few of the leading players in the global CRM market include Salesforce.com, Zoho Corporation, Microsoft Corporation, Oracle Corporation, Sybase, Inc., Kony Solutions, resco.net, Software AG and Repsly, Inc., etc.

1. Introduction                                 

                1.1 Market Definition                    

                1.2 Scope of the report                

                1.3 Study Assumptions                 

                1.4 Base Currency, Base Year and Forecast Periods                          

2. Research Methodology                                           

                2.1 Analysis Design                         

                2.2 Research Phases                      

                                2.2.1 Secondary Research           

                                2.2.2 Primary Research 

                                2.2.3 Data Modelling      

                                2.2.4 Expert Validation  

                2.3 Study Timeline                          

3. Report Overview                                        

                3.1 Executive Summary                

                3.2 Key Inferencees                       

4. Market Dynamics                                       

                4.1 Impact Analysis                         

                                4.1.1 Drivers      

                                4.1.2 Restaints  

                                4.1.3 Opportunities        

                4.2 Regulatory Environment                       

                4.3 Technology Timeline & Recent Trends                            

5. Competitor Benchmarking Analysis                                    

                5.1 Key Player Benchmarking                     

                                5.1.1 Market share analysis        

                                5.1.2 Products/Service  

                                5.1.3 Regional Presence               

                5.2 Mergers & Acquistion Landscape                      

                5.3 Joint Ventures & Collaborations                        

6. Market Segmentation                                              

                6.1 Customer Relationship Management Market, By Type                           

                                6.1.1 Customer Analytics             

                                6.1.2 Sales Analytics       

                                6.1.3 Marketing Analytics            

                                6.1.4 Market Size Estimations & Forecasts (2019-2024)   

                                6.1.5 Y-o-Y Growth Rate Analysis             

                                6.1.6 Market Attractiveness Index          

                6.2 Customer Relationship Management Market, By Industry                    

                                6.2.1 BFSI            

                                6.2.2 Retail         

                                6.2.3 IT and Telecommunications             

                                6.2.4 Manufacturing      

                                6.2.5 Market Size Estimations & Forecasts (2019-2024)   

                                6.2.6 Y-o-Y Growth Rate Analysis             

                                6.2.7 Market Attractiveness Index          

                6.3 Customer Relationship Management Market, By Deployment Model                             

                                6.3.1 On-Premises          

                                6.3.2 Cloud         

                                6.3.3 Market Size Estimations & Forecasts (2019-2024)   

                                6.3.4 Y-o-Y Growth Rate Analysis             

                                6.3.5 Market Attractiveness Index          

                6.4 Customer Relationship Management Market, By End Customer                        

                                6.4.1 Small and Medium Enterprises       

                                6.4.2 Large Enterprises 

                                6.4.3 Market Size Estimations & Forecasts (2019-2024)   

                                6.4.4 Y-o-Y Growth Rate Analysis             

                                6.4.5 Market Attractiveness Index          

7. Geographical Landscape                                         

                7.1 Global Identity Governance and Administration Market, by Region                  

                7.2 North America - Market Analysis (2018 - 2024)                            

                                7.2.1 By Country              



                                7.2.2 By Type    

                                7.2.3 By Industry             

                                7.2.4 By Deployment Model       

                                7.2.5 By End Customer  

                7.3 Europe                         

                                7.3.1 By Country              






                                       Rest of Europe

                                7.3.2 By Type    

                                7.3.3 By Industry             

                                7.3.4 By Deployment Model       

                                7.3.5 By End Customer  

                7.4 Asia Pacific                  

                                7.4.1 By Country              




                                       South Korea

                                       South East Asia

                                       Australia & NZ

                                       Rest of Asia-Pacific

                                7.4.2 By Type    

                                7.4.3 By Industry             

                                7.4.4 By Deployment Model       

                                7.4.5 By End Customer  

                7.5 Latin America                             

                                7.5.1 By Country              




                                       Rest of Latin America

                                7.5.2 By Type    

                                7.5.3 By Industry             

                                7.5.4 By Deployment Model       

                                7.5.5 By End Customer  

                7.6 Middle East and Africa                           

                                7.6.1 By Country              

                                       Middle East


                                7.6.2 By Type    

                                7.6.3 By Industry             

                                7.6.4 By Deployment Model       

                                7.6.5 By End Customer  

8. Key Player Analysis                                    

                8.1 Salesforce.com                         

                                8.1.1 Business Description           

                                8.1.2 Products/Service  

                                8.1.3 Financials 

                                8.1.4 SWOT Analysis       

                                8.1.5 Recent Developments       

                                8.1.6 Analyst Overview 

                8.2 Zoho Corporation                    

                8.3 Microsoft Corporation                           

                8.4 Oracle Corporation                  

                8.5 Sybase, Inc                 

                8.6 Kony Solutions                          

                8.7 resco.net                     

                8.8 Software AG                              

                8.9 Repsly, Inc.                 

9. Market Outlook & Investment Opportunities                                


                List of Tables                     

                List of Figures                   

  • Global, regional and country-level analysis and forecasts of the study market; providing Insights on the major countries/regions in which this industry is blooming and to also identify the regions that are still untapped
  • Segment-level analysis in terms of Deployment Mode, End-User, Industry, Type along with market size forecasts and estimations to detect key areas of industry growth in detail
  • Identification of key drivers, restraints, opportunities, and challenges (DROC) in the market and their impact on shifting market dynamics
  • Study of the effect of exogenous and endogenous factors that affect the global market; which includes broadly demographic, economics, and political, among other macro-environmental factors presented in an extensive PESTLE Analysis
  • Study the microenvironment factors that determine the overall profitability of an Industry, using Porter’s five forces analysis for analysing the level of competition and business strategy development
  • A comprehensive list of key market players along with their product portfolio, current strategic interests, key financial information, legal issues, SWOT analysis and analyst overview to study and sustain the market environment
  • Competitive landscape analysis listing out the mergers, acquisitions, collaborations in the field along with new product launches, comparative financial studies and recent developments in the market by the major companies
  • An executive summary, abridging the entire report in such a way that decision-making personnel can rapidly become acquainted with background information, concise analysis and main conclusions
  • Expertly devised analyst overview along with Investment opportunities to provide both individuals and organizations a strong financial foothold in the market.
  1. Global Customer Relationship Management Market By Region, From 2020-2025 ( USD Billion )
  2. Global Customer Relationship Management Market By Type, From 2020-2025 ( USD Billion )
  3. Global Customer Analytics Market By Region, From 2020-2025 ( USD Billion )
  4. Global Sales Analytics Market By Region, From 2020-2025 ( USD Billion )
  5. Global Marketing Analytics Market By Region, From 2020-2025 ( USD Billion )
  6. Global Customer Relationship Management Market By Industry, From 2020-2025 ( USD Billion )
  7. Global BFSI Market By Region, From 2020-2025 ( USD Billion )
  8. Global Retail Market By Region, From 2020-2025 ( USD Billion )
  9. Global IT and Telecommunications Market By Region, From 2020-2025 ( USD Billion )
  10. Global Manufacturing Market By Region, From 2020-2025 ( USD Billion )
  11. Global Customer Relationship Management Market By Deployment Model, From 2020-2025 ( USD Billion )
  12. Global On-Premises Market By Region, From 2020-2025 ( USD Billion )
  13. Global Cloud Market By Region, From 2020-2025 ( USD Billion )
  14. Global Customer Relationship Management Market By End Customer, From 2020-2025 ( USD Billion )
  15. Global Small and Medium Enterprises Market By Region, From 2020-2025 ( USD Billion )
  16. Global Large Enterprises Market By Region, From 2020-2025 ( USD Billion )

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