市场调查报告书
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1492528
云端 CRM 市场:按产品、公司规模、部署、产业划分 - 2024-2030 年全球预测Cloud CRM Market by Product (Customer Service, Marketing Automation, Sales Automation), Business Size (Large Enterprises, Medium Businesses, Small Businesses), Deployment, Industry Verticles - Global Forecast 2024-2030 |
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预计2023年云端CRM市场规模将达980.7亿美元,2024年将达到1,110.6亿美元,预计2030年将达2,523.5亿美元,复合年增长率为14.45%。
云端客户关係管理包括使组织能够透过云端处理管理当前和未来客户互动的服务。与需要在个人电脑上安装和维护的传统 CRM 软体不同,云端 CRM 通常託管在供应商的伺服器上并透过网际网路存取。这意味着只要有网路连接,您就可以从任何地方存取它。云端技术的不断采用和企业数位化的不断发展正在推动云端CRM的需求。全球中小企业的崛起扩大了云端客户关係管理解决方案的范围。使用云端客户关係管理解决方案带来的日益严重的隐私和安全问题正在阻碍市场的成长。不断进步的技术进步提高了云端客户关係管理的安全功能,预计将为市场成长创造机会。
主要市场统计 | |
---|---|
基准年[2023] | 980.7亿美元 |
预测年份 [2024] | 1110.6亿美元 |
预测年份 [2030] | 2523.5亿美元 |
复合年增长率(%) | 14.45% |
区域洞察
由于美洲主要行业的存在以及各行业公司对客户服务和数位转型的关注,云端 CRM 解决方案的采用率很高。美国、加拿大和巴西的公司正在利用云端 CRM 解决方案来增强客户互动、简化销售流程并提高服务效率。在中国、印度和东南亚等国家数位化不断提高、中小企业数量不断增加以及经济开拓不断增长的推动下,亚太地区呈现出一个充满活力且快速成长的云端 CRM 市场。该地区的企业正在认识到云端 CRM 在管理庞大客户群和扩大市场范围方面的优势。 EMEA(欧洲、中东和非洲)的市场多种多样,因为每个地区的经济发展和技术引进程度不同。与北美一样,西欧的采用率很高,重点是改善客户经验和整合先进技术。同时,中东和非洲地区也逐渐采用云端技术,因为他们越来越意识到云端技术的好处并实现经济多元化。欧洲、中东和非洲地区的公司正在转向云端 CRM 工具,以缩小与全球竞争对手的差距,并遵守 GDPR 等严格的资料保护条例。
FPNV定位矩阵
FPNV 定位矩阵对于评估供应商在云端 CRM 市场的定位至关重要。此矩阵提供了对供应商的全面评估,并检验了与业务策略和产品满意度相关的关键指标。这种详细的评估使用户能够根据自己的要求做出明智的决定。根据评估结果,供应商被分为代表其成功程度的四个像限:前沿(F)、探路者(P)、利基(N)和重要(V)。
市场占有率分析
市场占有率分析是一个综合工具,可以对云端 CRM 市场中供应商的当前状态进行深入而详细的评估。透过仔细比较和分析供应商的贡献,您可以更深入地了解每个供应商的绩效以及他们在争夺市场占有率时面临的挑战。这些贡献包括整体收益、客户群和其他关键指标。此外,该分析还提供了对该行业竞争性质的宝贵见解,包括在研究基准年期间观察到的累积、分散主导地位和合併特征等因素。有了这些详细信息,供应商可以做出更明智的决策并製定有效的策略,以在市场竞争中保持领先地位。
策略分析与建议
策略分析对于寻求在全球市场站稳脚跟的组织至关重要。对目前在云端 CRM 市场中的地位进行全面评估,使公司能够做出符合其长期愿望的明智决策。此关键评估涉及对组织的资源、能力和整体绩效进行彻底分析,以确定核心优势和需要改进的领域。
[191 Pages Report] The Cloud CRM Market size was estimated at USD 98.07 billion in 2023 and expected to reach USD 111.06 billion in 2024, at a CAGR 14.45% to reach USD 252.35 billion by 2030.
Cloud customer relationship management includes a service that enables an organization to manage its interactions with current and prospective customers through cloud computing. Unlike traditional CRM software that requires installation and maintenance on individual computers, cloud CRM is generally hosted on the provider's servers and accessed through the Internet. This means it can be accessed from anywhere, provided internet connectivity exists. The increasing digitalization of enterprises with the rising adoption of cloud technologies drives the demand for cloud CRM. The emergence of small and medium enterprises globally is expanding the scope for cloud customer relationship management solutions. Rising privacy and security issues with the usage of cloud customer relationship management solutions hampers the market growth. Rising technological advancements to improve the security features of cloud customer relationship management are expected to create opportunities for market growth.
KEY MARKET STATISTICS | |
---|---|
Base Year [2023] | USD 98.07 billion |
Estimated Year [2024] | USD 111.06 billion |
Forecast Year [2030] | USD 252.35 billion |
CAGR (%) | 14.45% |
Regional Insights
In the Americas, there is a high adoption rate of cloud CRM solutions driven by the presence of major industries and a strong focus on customer service and digital transformation by businesses across various sectors. Companies in the U.S., Canada, and Brazil leverage cloud CRM solutions to enhance customer interactions, streamline sales processes, and improve service efficiencies. The APAC region shows a dynamic and rapidly growing cloud CRM market fueled by increasing digitalization, rising numbers of SMEs (small and medium enterprises), and growing economic development in countries such as China, India, and Southeast Asia. Businesses in this region are increasingly recognizing the benefits of cloud CRM in managing large customer bases and expanding their market reach. In EMEA, the market is diverse due to the varying levels of economic development and technological adoption across the region. Western Europe shows a strong adoption similar to North America, focusing on enhancing customer experience and integrating advanced technologies. In contrast, the Middle East and Africa are experiencing gradual adoption, driven by increasing awareness about the benefits of cloud technologies and economic diversification efforts. Businesses in EMEA are looking at cloud CRM tools to bridge the gap with global competitors and comply with stringent data protection regulations such as GDPR.
Market Insights
The market dynamics represent an ever-changing landscape of the Cloud CRM Market by providing actionable insights into factors, including supply and demand levels. Accounting for these factors helps design strategies, make investments, and formulate developments to capitalize on future opportunities. In addition, these factors assist in avoiding potential pitfalls related to political, geographical, technical, social, and economic conditions, highlighting consumer behaviors and influencing manufacturing costs and purchasing decisions.
FPNV Positioning Matrix
The FPNV positioning matrix is essential in evaluating the market positioning of the vendors in the Cloud CRM Market. This matrix offers a comprehensive assessment of vendors, examining critical metrics related to business strategy and product satisfaction. This in-depth assessment empowers users to make well-informed decisions aligned with their requirements. Based on the evaluation, the vendors are then categorized into four distinct quadrants representing varying levels of success, namely Forefront (F), Pathfinder (P), Niche (N), or Vital (V).
Market Share Analysis
The market share analysis is a comprehensive tool that provides an insightful and in-depth assessment of the current state of vendors in the Cloud CRM Market. By meticulously comparing and analyzing vendor contributions, companies are offered a greater understanding of their performance and the challenges they face when competing for market share. These contributions include overall revenue, customer base, and other vital metrics. Additionally, this analysis provides valuable insights into the competitive nature of the sector, including factors such as accumulation, fragmentation dominance, and amalgamation traits observed over the base year period studied. With these illustrative details, vendors can make more informed decisions and devise effective strategies to gain a competitive edge in the market.
Recent Developments
Strategic Expansion of AWS and Salesforce Partnership Enhances Cloud CRM Capabilities through AI and Data Integration
Amazon Web Services (AWS) and Salesforce announced an expansion to their global strategic partnership that now includes deeper integrations in data and artificial intelligence (AI). This initiative enhances cross-platform data management capabilities and integrates generative AI technologies into user applications, aiming to boost efficiency and security for customers. [Published On: 2023-11-27]
LexisNexis Rolls Out InterAction+: A True Cloud-Based CRM Innovation
LexisNexis has released InterAction+, a fully cloud-based CRM solution that aligns with offerings from competing CRM vendors. This advanced version allows existing and new InterAction clients to opt for a completely cloud-managed data system, with flexible data storage options either locally or on Microsoft Azure facilities in the USA, UK, and Australia. This significant development culminates InterAction's extensive journey of adapting to the digital transformation needs of its longstanding clientele, ensuring a seamless shift while respecting the complexities of its historical data integrations. [Published On: 2023-07-25]
Salesforce Enhances CRM Capabilities with AI Cloud for Personalized Customer Interactions
Salesforce unveiled AI Cloud, which incorporates advanced features to augment real-time, generative experiences across its platform. AI Cloud empowers sales and service teams with tools such as personalized email generation and tailored chat responses. This initiative follows the release of Einstein GPT in March, which is integral to AI Cloud's functionality. By leveraging large language models, Salesforce aims to streamline workflows and improve customer interactions, demonstrating a significant stride in integrating AI within CRM systems. [Published On: 2023-06-12]
Strategy Analysis & Recommendation
The strategic analysis is essential for organizations seeking a solid foothold in the global marketplace. Companies are better positioned to make informed decisions that align with their long-term aspirations by thoroughly evaluating their current standing in the Cloud CRM Market. This critical assessment involves a thorough analysis of the organization's resources, capabilities, and overall performance to identify its core strengths and areas for improvement.
Key Company Profiles
The report delves into recent significant developments in the Cloud CRM Market, highlighting leading vendors and their innovative profiles. These include Acquia, Inc., Adobe Systems Inc, Amazon Web Services, Inc., Aurea Software, Inc, CompassAFM, Copper CRM Inc, Freshworks Inc, GoodData Corporation, HubSpot, Inc., International Business Machines Corporation, Microsoft Corporation, Nextiva, Inc., Oracle Corporation, Pegasystems Inc., Salesflare BVBA, Salesforce.com, Inc., SAP SE, SugarCRM Inc., Zendesk, Inc., and Zoho Corporation Pvt. Ltd.
Market Segmentation & Coverage