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市场调查报告书
商品编码
1522807

2022-2032 年全球客户关係管理软体市场规模研究（按组件、部署、企业规模、应用程式、垂直和区域预测）

Global Customer Relationship Management Software Market Size study, by Component, by Deployment, by Enterprise Size, by Application, by Vertical, and Regional Forecasts 2022-2032
出版日期: | 出版商: Bizwit Research & Consulting LLP | 英文 200 Pages | 商品交期: 2-3个工作天内

价格
简介目录

2023年全球客户关係管理软体市场价值约为914.3亿美元，预计在2024-2032年预测期内将以超过12.6%的健康成长率成长。客户关係管理（CRM）软体可协助企业管理、组织和监控业务运营，以提高客户满意度。它透过为代理商提供全面的客户资讯和历史记录的存取权限来简化客户服务流程，从而实现更快的问题解决、主动支援和跨渠道一致的服务交付。这可以提高服务水准并提高客户保留率，这对于维持业务成长至关重要。

将人工智慧 (AI) 和机器学习 (ML) 技术整合到 CRM 系统中，正在加速各个流程的自动化，包括客户服务、销售和行销。人工智慧驱动的聊天机器人、预测分析和个人化推荐正在成为标准功能，使企业能够简化营运并增强客户体验。基于人工智慧的软体可以帮助组织了解客户的心理状态并提供个人化的解决方案，从而培养更牢固的客户关係。此外，生成式人工智慧演算法可以分析大量客户资料，揭示传统分析可能忽略的模式和见解。透过利用预测分析，CRM 系统可以预测客户需求，识别交叉销售和追加销售的机会，并优化销售和行销策略，从而最大限度地提高投资回报率。然而，缺乏客製化、标准化和互通性问题正在对 2024-2032 年预测期内的市场成长构成挑战。

全球客户关係管理软体市场研究考虑的关键区域包括亚太地区、北美、欧洲、拉丁美洲和世界其他地区。就收入而言，北美是客户关係管理软体市场的主导地区。该地区的市场成长归因于该地区优先考虑客户体验和满意度等因素。由于主要市场参与者的存在，预计美国将占据更大的市场份额。鑑于中国、印度和东南亚等新兴市场经济快速成长，预计亚太地区市场将在预测期内以最快的速度成长，这些市场的企业正在采用以客户为中心的策略来实现差异化并推动成长。

目录

第 1 章：全球客户关係管理软体市场执行摘要

  • 全球客户关係管理软体市场规模及预测（2022-2032）
  • 区域概要
  • 分部摘要
    • 按组件
    • 按部署
    • 按企业规模
    • 按申请
    • 按垂直方向
  • 主要趋势
  • 经济衰退的影响
  • 分析师推荐与结论

第 2 章：全球客户关係管理软体市场定义与研究假设

  • 研究目的
  • 市场定义
  • 研究假设
    • 包容与排除
    • 限制
    • 供给侧分析
      • 可用性
      • 基础设施
      • 监管环境
      • 市场竞争
      • 经济可行性（消费者的角度）
    • 需求面分析
      • 监理框架
      • 技术进步
      • 环境考虑
      • 消费者意识和接受度
  • 估算方法
  • 研究考虑的年份
  • 货币兑换率

第 3 章：全球客户关係管理软体市场动态

  • 市场驱动因素
    • 对个人化客户互动的需求不断增长
    • 人工智慧整合
    • 实施行动友善和多通路功能
  • 市场挑战
    • 缺乏客製化和标准化
    • 互通性问题
  • 市场机会
    • 生成人工智慧的进步
    • 新兴市场的采用率不断提高
    • 多通路 CRM 解决方案的扩展

第 4 章：全球客户关係管理软体市场产业分析

  • 波特的五力模型
    • 供应商的议价能力
    • 买家的议价能力
    • 新进入者的威胁
    • 替代品的威胁
    • 竞争竞争
    • 波特五力模型的未来方法
    • 波特的五力影响分析
  • PESTEL分析
    • 政治的
    • 经济
    • 社会的
    • 技术性
    • 环境的
    • 合法的
  • 顶级投资机会
  • 最佳制胜策略
  • 颠覆性趋势
  • 产业专家视角
  • 分析师推荐与结论

第 5 章：2022-2032 年全球客户关係管理软体市场规模及元件预测

  • 细分仪表板
  • 全球客户关係管理软体市场：2022 年和 2032 年组件收入趋势分析
    • 软体
    • 服务

第 6 章：2022-2032 年全球客户关係管理软体市场规模与部署预测

  • 细分仪表板
  • 全球客户关係管理软体市场：2022 年和 2032 年部署收入趋势分析
    • 本地部署
    • 云

第 7 章：2022-2032 年全球客户关係管理软体市场规模及企业规模预测

  • 细分仪表板
  • 全球客户关係管理软体市场：2022 年和 2032 年企业规模收入趋势分析
    • 大型企业
    • 中小企业

第 8 章：2022-2032 年全球客户关係管理软体市场规模及应用预测

  • 细分仪表板
  • 全球客户关係管理软体市场：2022 年和 2032 年应用收入趋势分析
    • 行销和销售自动化
    • 使用者管理
    • 潜在客户开发和客户保留
    • 客户支援和联络中心
    • 客户关係管理分析
    • 社群媒体管理

第 9 章：2022-2032 年全球客户关係管理软体市场规模及垂直预测

  • 细分仪表板
  • 全球客户关係管理软体市场：2022 年和 2032 年垂直收入趋势分析
    • 银行、金融服务和保险 (BFSI)
    • 製造业
    • 资讯科技和电信
    • 零售和消费品
    • 卫生保健
    • 政府
    • 运输与物流
    • 其他的

第 10 章：2022-2032 年全球客户关係管理软体市场规模及地区预测

  • 北美客户关係管理软体市场
    • 美国客户关係管理软体市场
      • 2022-2032 年组件细分尺寸与预测
      • 2022-2032 年部署细分规模与预测
      • 2022-2032 年企业规模细分规模与预测
      • 2022-2032 年应用细分规模与预测
      • 垂直细分规模与预测，2022-2032
    • 加拿大客户关係管理软体市场
  • 欧洲客户关係管理软体市场
    • 英国客户关係管理软体市场
    • 德国客户关係管理软体市场
    • 法国客户关係管理软体市场
    • 西班牙客户关係管理软体市场
    • 义大利客户关係管理软体市场
    • 欧洲其他地区客户关係管理软体市场
  • 亚太客户关係管理软体市场
    • 中国客户关係管理软体市场
    • 印度客户关係管理软体市场
    • 日本客户关係管理软体市场
    • 澳洲客户关係管理软体市场
    • 韩国客户关係管理软体市场
    • 亚太地区其他客户关係管理软体市场
  • 拉丁美洲客户关係管理软体市场
    • 巴西客户关係管理软体市场
    • 墨西哥客户关係管理软体市场
    • 拉丁美洲其他地区客户关係管理软体市场
  • 中东和非洲客户关係管理软体市场
    • 沙乌地阿拉伯客户关係管理软体市场
    • 南非客户关係管理软体市场
    • 中东和非洲其他地区客户关係管理软体市场

第 11 章：竞争情报

  • 重点企业SWOT分析
  • 顶级市场策略
  • 公司简介
    • Infor, Inc. (US)
      • 关键讯息
      • 概述
      • 财务（视数据可用性而定）
      • 产品概要
      • 市场策略
    • Salesforce, Inc. (US)
    • Zendesk, Inc. (US)
    • HubSpot, Inc. (US)
    • Adobe Systems, Inc. (US)
    • SAP SE (Germany)
    • Infusion Software, Inc. (Keap) (US)
    • IBM Corporation (US)
    • Microsoft Corporation (US)
    • Oracle Corporation (US)
    • Freshworks Inc. (US)
    • Zoho Corporation (India)
    • SugarCRM Inc. (US)
    • Pipedrive Inc. (Estonia)
    • Insightly Inc. (US)

第 12 章：研究过程

  • 研究过程
    • 资料探勘
    • 分析
    • 市场预测
    • 验证
    • 出版
  • 研究属性
简介目录

Global Customer Relationship Management Software Market is valued at approximately USD 91.43 billion in 2023 and is anticipated to grow with a healthy growth rate of more than 12.6% over the forecast period 2024-2032. Customer Relationship Management (CRM) software helps enterprises manage, organize, and monitor business operations to improve customer satisfaction. It streamlines customer service processes by providing agents with access to comprehensive customer information and history, enabling faster issue resolution, proactive support, and consistent service delivery across channels. This leads to enhanced service levels and improved customer retention, crucial for sustaining business growth.

The integration of artificial intelligence (AI) and machine learning (ML) technologies into CRM systems is accelerating automation across various processes, including customer service, sales, and marketing. AI-driven chatbots, predictive analytics, and personalized recommendations are becoming standard features, enabling businesses to streamline operations and enhance customer experiences. AI-based software helps organizations understand customers' psychological states and deliver personalized solutions, fostering stronger customer relationships. Furthermore, generative AI algorithms analyze vast amounts of customer data, uncovering patterns and insights that traditional analytics might overlook. By leveraging predictive analytics, CRM systems anticipate customer needs, identify opportunities for cross-selling and upselling, and optimize sales and marketing strategies, thus maximizing ROI. However, the lack of customization, standardization and interoperability issues are challenging the market growth throughout the forecast period of 2024-2032.

The key regions considered for the Global Customer Relationship Management Software Market study include Asia Pacific, North America, Europe, Latin America, and Rest of the World. North America is a dominating region in the Customer Relationship Management Software Market in terms of revenue. The market growth in the region is being attributed to factors including the region prioritize customer experience and satisfaction. The U.S. is projected to account for the larger share of the market due to the presence of key market players. Whereas, the market in Asia Pacific is anticipated to grow at the fastest rate over the forecast period fueled by rapid economic growth in emerging markets such as China, India, and Southeast Asia, where businesses are adopting customer-centric strategies to differentiate and drive growth.

Major market players included in this report are:

  • Infor, Inc. (U.S.)
  • Salesforce, Inc. (U.S.)
  • Zendesk, Inc. (U.S.)
  • HubSpot, Inc. (U.S.)
  • Adobe Systems, Inc. (U.S.)
  • SAP SE (Germany)
  • Infusion Software, Inc. (Keap) (U.S.)
  • IBM Corporation (U.S.)
  • Microsoft Corporation (U.S.)
  • Oracle Corporation (U.S.)
  • Freshworks Inc. (U.S.)
  • Zoho Corporation (India)
  • SugarCRM Inc. (U.S.)
  • Pipedrive Inc. (Estonia)
  • Insightly Inc. (U.S.)

The detailed segments and sub-segment of the market are explained below:

By Component:

  • Software
  • Services

By Deployment:

  • On-Premises
  • Cloud

By Enterprise Size:

  • Large Enterprises
  • SMEs

By Application:

  • Marketing and Sales Automation
  • Customer Management
  • Lead Generation & Customer Retention
  • Customer Support and Contact Center
  • CRM Analytics
  • Social Media Management

By Vertical:

  • Banking, Financial Services and Insurance (BFSI)
  • Manufacturing
  • IT and Telecommunications
  • Retail and Consumer Goods
  • Healthcare
  • Government
  • Transportation and Logistics
  • Others

By Region:

  • North America
  • U.S.
  • Canada
  • Europe
  • UK
  • Germany
  • France
  • Spain
  • Italy
  • ROE
  • Asia Pacific
  • China
  • India
  • Japan
  • Australia
  • South Korea
  • RoAPAC
  • Latin America
  • Brazil
  • Mexico
  • Rest of Latin America
  • Middle East & Africa
  • Saudi Arabia
  • South Africa
  • RoMEA

Years considered for the study are as follows:

  • Historical year - 2022
  • Base year - 2023
  • Forecast period - 2024 to 2032

Key Takeaways:

  • Market Estimates & Forecast for 10 years from 2022 to 2032.
  • Annualized revenues and regional level analysis for each market segment.
  • Detailed analysis of geographical landscape with Country level analysis of major regions.
  • Competitive landscape with information on major players in the market.
  • Analysis of key business strategies and recommendations on future market approach.
  • Analysis of competitive structure of the market.
  • Demand side and supply side analysis of the market.

Table of Contents

Chapter 1. Global Customer Relationship Management Software Market Executive Summary

  • 1.1. Global Customer Relationship Management Software Market Size & Forecast (2022- 2032)
  • 1.2. Regional Summary
  • 1.3. Segmental Summary
    • 1.3.1. By Component
    • 1.3.2. By Deployment
    • 1.3.3. By Enterprise Size
    • 1.3.4. By Application
    • 1.3.5. By Vertical
  • 1.4. Key Trends
  • 1.5. Recession Impact
  • 1.6. Analyst Recommendation & Conclusion

Chapter 2. Global Customer Relationship Management Software Market Definition and Research Assumptions

  • 2.1. Research Objective
  • 2.2. Market Definition
  • 2.3. Research Assumptions
    • 2.3.1. Inclusion & Exclusion
    • 2.3.2. Limitations
    • 2.3.3. Supply Side Analysis
      • 2.3.3.1. Availability
      • 2.3.3.2. Infrastructure
      • 2.3.3.3. Regulatory Environment
      • 2.3.3.4. Market Competition
      • 2.3.3.5. Economic Viability (Consumer's Perspective)
    • 2.3.4. Demand Side Analysis
      • 2.3.4.1. Regulatory frameworks
      • 2.3.4.2. Technological Advancements
      • 2.3.4.3. Environmental Considerations
      • 2.3.4.4. Consumer Awareness & Acceptance
  • 2.4. Estimation Methodology
  • 2.5. Years Considered for the Study
  • 2.6. Currency Conversion Rates

Chapter 3. Global Customer Relationship Management Software Market Dynamics

  • 3.1. Market Drivers
    • 3.1.1. Growing Demand for Personalized Customer Interaction
    • 3.1.2. Integration of Artificial Intelligence
    • 3.1.3. Implementing Mobile-friendly and Multichannel Capabilities
  • 3.2. Market Challenges
    • 3.2.1. Lack of Customization and Standardization
    • 3.2.2. Interoperability Issues
  • 3.3. Market Opportunities
    • 3.3.1. Advancements in Generative AI
    • 3.3.2. Increasing Adoption in Emerging Markets
    • 3.3.3. Expansion of Multichannel CRM Solutions

Chapter 4. Global Customer Relationship Management Software 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
    • 4.1.7. Porter's 5 Force Impact Analysis
  • 4.2. PESTEL Analysis
    • 4.2.1. Political
    • 4.2.2. Economical
    • 4.2.3. Social
    • 4.2.4. Technological
    • 4.2.5. Environmental
    • 4.2.6. Legal
  • 4.3. Top investment opportunity
  • 4.4. Top winning strategies
  • 4.5. Disruptive Trends
  • 4.6. Industry Expert Perspective
  • 4.7. Analyst Recommendation & Conclusion

Chapter 5. Global Customer Relationship Management Software Market Size & Forecasts by Component 2022-2032

  • 5.1. Segment Dashboard
  • 5.2. Global Customer Relationship Management Software Market: Component Revenue Trend Analysis, 2022 & 2032 (USD Billion)
    • 5.2.1. Software
    • 5.2.2. Services

Chapter 6. Global Customer Relationship Management Software Market Size & Forecasts by Deployment 2022-2032

  • 6.1. Segment Dashboard
  • 6.2. Global Customer Relationship Management Software Market: Deployment Revenue Trend Analysis, 2022 & 2032 (USD Billion)
    • 6.2.1. On-Premises
    • 6.2.2. Cloud

Chapter 7. Global Customer Relationship Management Software Market Size & Forecasts by Enterprise Size 2022-2032

  • 7.1. Segment Dashboard
  • 7.2. Global Customer Relationship Management Software Market: Enterprise Size Revenue Trend Analysis, 2022 & 2032 (USD Billion)
    • 7.2.1. Large Enterprises
    • 7.2.2. SMEs

Chapter 8. Global Customer Relationship Management Software Market Size & Forecasts by Application 2022-2032

  • 8.1. Segment Dashboard
  • 8.2. Global Customer Relationship Management Software Market: Application Revenue Trend Analysis, 2022 & 2032 (USD Billion)
    • 8.2.1. Marketing and Sales Automation
    • 8.2.2. Customer Management
    • 8.2.3. Lead Generation & Customer Retention
    • 8.2.4. Customer Support and Contact Center
    • 8.2.5. CRM Analytics
    • 8.2.6. Social Media Management

Chapter 9. Global Customer Relationship Management Software Market Size & Forecasts by Vertical 2022-2032

  • 9.1. Segment Dashboard
  • 9.2. Global Customer Relationship Management Software Market: Vertical Revenue Trend Analysis, 2022 & 2032 (USD Billion)
    • 9.2.1. Banking, Financial Services and Insurance (BFSI)
    • 9.2.2. Manufacturing
    • 9.2.3. IT and Telecommunications
    • 9.2.4. Retail and Consumer Goods
    • 9.2.5. Healthcare
    • 9.2.6. Government
    • 9.2.7. Transportation and Logistics
    • 9.2.8. Others

Chapter 10. Global Customer Relationship Management Software Market Size & Forecasts by Region 2022-2032

  • 10.1. North America Customer Relationship Management Software Market
    • 10.1.1. U.S. Customer Relationship Management Software Market
      • 10.1.1.1. Component breakdown size & forecasts, 2022-2032
      • 10.1.1.2. Deployment breakdown size & forecasts, 2022-2032
      • 10.1.1.3. Enterprise Size breakdown size & forecasts, 2022-2032
      • 10.1.1.4. Application breakdown size & forecasts, 2022-2032
      • 10.1.1.5. Vertical breakdown size & forecasts, 2022-2032
    • 10.1.2. Canada Customer Relationship Management Software Market
  • 10.2. Europe Customer Relationship Management Software Market
    • 10.2.1. U.K. Customer Relationship Management Software Market
    • 10.2.2. Germany Customer Relationship Management Software Market
    • 10.2.3. France Customer Relationship Management Software Market
    • 10.2.4. Spain Customer Relationship Management Software Market
    • 10.2.5. Italy Customer Relationship Management Software Market
    • 10.2.6. Rest of Europe Customer Relationship Management Software Market
  • 10.3. Asia-Pacific Customer Relationship Management Software Market
    • 10.3.1. China Customer Relationship Management Software Market
    • 10.3.2. India Customer Relationship Management Software Market
    • 10.3.3. Japan Customer Relationship Management Software Market
    • 10.3.4. Australia Customer Relationship Management Software Market
    • 10.3.5. South Korea Customer Relationship Management Software Market
    • 10.3.6. Rest of Asia Pacific Customer Relationship Management Software Market
  • 10.4. Latin America Customer Relationship Management Software Market
    • 10.4.1. Brazil Customer Relationship Management Software Market
    • 10.4.2. Mexico Customer Relationship Management Software Market
    • 10.4.3. Rest of Latin America Customer Relationship Management Software Market
  • 10.5. Middle East & Africa Customer Relationship Management Software Market
    • 10.5.1. Saudi Arabia Customer Relationship Management Software Market
    • 10.5.2. South Africa Customer Relationship Management Software Market
    • 10.5.3. Rest of Middle East & Africa Customer Relationship Management Software Market

Chapter 11. Competitive Intelligence

  • 11.1. Key Company SWOT Analysis
  • 11.2. Top Market Strategies
  • 11.3. Company Profiles
    • 11.3.1. Infor, Inc. (U.S.)
      • 11.3.1.1. Key Information
      • 11.3.1.2. Overview
      • 11.3.1.3. Financial (Subject to Data Availability)
      • 11.3.1.4. Product Summary
      • 11.3.1.5. Market Strategies
    • 11.3.2. Salesforce, Inc. (U.S.)
    • 11.3.3. Zendesk, Inc. (U.S.)
    • 11.3.4. HubSpot, Inc. (U.S.)
    • 11.3.5. Adobe Systems, Inc. (U.S.)
    • 11.3.6. SAP SE (Germany)
    • 11.3.7. Infusion Software, Inc. (Keap) (U.S.)
    • 11.3.8. IBM Corporation (U.S.)
    • 11.3.9. Microsoft Corporation (U.S.)
    • 11.3.10. Oracle Corporation (U.S.)
    • 11.3.11. Freshworks Inc. (U.S.)
    • 11.3.12. Zoho Corporation (India)
    • 11.3.13. SugarCRM Inc. (U.S.)
    • 11.3.14. Pipedrive Inc. (Estonia)
    • 11.3.15. Insightly Inc. (U.S.)

Chapter 12. Research Process

  • 12.1. Research Process
    • 12.1.1. Data Mining
    • 12.1.2. Analysis
    • 12.1.3. Market Estimation
    • 12.1.4. Validation
    • 12.1.5. Publishing
  • 12.2. Research Attributes