市场调查报告书
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医疗保健CRM全球市场规模,份额,行业趋势分析报告:按部署模式,功能(销售,客户服务和支持,数位商务,跨CRM,营销),用户,地区,展望和预测2022-2028Global Healthcare CRM Market Size, Share & Industry Trends Analysis Report By Deployment Mode, By Functionality (Sales, Customer Service & Support, Digital Commerce, Cross -CRM and Marketing), By End Use, By Regional Outlook and Forecast, 2022 - 2028 |
到 2028 年,全球医疗保健 CRM 市场规模预计将达到 250 亿美元,预测期内復合年增长率为 8.9%。
政府与医护人员、患者和付款人社区的合作有望推动经济增长。预计在预测期内,直接营销和社会营销的使用将会增加。实施这些技术的主要原因包括改进跨部门集成、降低成本、提高患者满意度以及为行政人员带来多方面的好处。
CRM 充当同步数据库和集中平台,用于医务人员和患者之间的沟通。当患者到诊所就诊时,护士可以在一个仪表板上查看所有数据,并能够更快地响应患者的需求。此外,CRM 还提供强大的功能来自动执行常规流程,例如支付、预约安排和患者通知。
COVID-19 影响分析
COVID-19 大流行给印度带来了增长的障碍和机遇。这场危机为印度初创企业打开了大门,其中一些企业正急于应对机遇,创造廉价、可扩展且快速的解决方案。此外,疫情也促使远程医疗和居家医疗在各国兴起。大流行迫使在医疗保健领域运营的公司引入先进的解决方案和系统,这有望增加对医疗保健 CRM 的市场需求。
市场增长因素
技术创新与慢性病发病率上升
为了扩展医疗保健客户关係管理 (CRM) 行业,主要的市场进入者正在采用新技术。医疗保健客户关係管理 (CRM) 平台采用物联网、区块炼和人工智能等技术。这些技术提高了软件的有效性和效率。正如国家慢性病预防和健康促进中心所说,十分之六的美国人患有中风、糖尿病、心脏病和癌症等慢性病。
高效的医疗服务
医疗保健中的 CRM 对于加快服务交付也必不可少。这种方法使医生能够快速为潜在患者提供所有相关信息。例如,可以搜索客户数据库以识别具有相似症状的患者。这将大大缩短建立病例诊断的整个过程。此外,顶级医疗保健 CRM 允许用户查看过去的患者报告。这加快了诊断过程。
市场製约因素
缺乏合格人员
管理医疗保健 CRM 软件和平台需要专家。从事医疗保健 CRM 解决方案的人员必须熟悉最新的软件、技术和信息技术设备。缺乏受过操作高级解决方案和系统以优化医疗程序的熟练专业人员。因此,许多医疗保健公司已经实施了此类解决方案,但他们的员工并不了解和熟悉医疗保健 CRM 解决方案。
功能透视
医疗保健 CRM 市场按功能细分为客户服务和支持、数位商务、营销、销售和交叉 CRM。 2021 年,客户服务和支持部门在医疗保健 CRM 市场中占据了很大的收入份额。这是由于市场上存在多种 CRM 系统以及市场进入者的行为。例如,Pega for Healthcare & Life Sciences 是一个面向医疗保健付款人、提供者、药房福利管理者和生命科学合作伙伴的参与、有效性和自助服务平台。
导入模式展望
医疗保健 CRM 市场根据部署类型分为本地和云端。 2021 年,云部分在医疗保健市场的 CRM 中占据了最高的收入份额。该领域包括帮助管理第三方供应商按需託管的数据的解决方案,具有扩展潜力等。云技术接受度的提高、医疗保健行业数位化程度的提高、重要公司的举措等是推动这一领域增长的主要原因。
最终用户展望
医疗保健 CRM 市场按最终用户细分为医疗保健提供者、医疗保健支付者和生命科学。医疗保健提供商部分在 2021 年获得了医疗保健 CRM 市场的最高收入份额。这是由于世界各国的医院和诊所数量不断增加。它还建立了先进的医疗设施,因为许多政府投资于医疗保健部门。预计这将进一步增加市场对创新系统和解决方案的机会和需求。
区域展望
按地区划分,对北美、欧洲、亚太地区和 LAMEA 的医疗保健 CRM 市场进行了分析。到 2021 年,北美将成为医疗保健 CRM 市场中收入份额最高的领先地区。这是该地区出色的网络和 IT 发展的结果。 《患者保护和平价医疗法案》(2010) 的采用以及 Health Connect 和 eHealth 等政府举措正在推动业务增长。
收购是市场进入者采取的主要策略。根据 Cardinal 矩阵中的分析,Microsoft Corporation 是医疗保健 CRM 市场的领先先驱。 Oracle Corporation、IBM Corporation 和 Accenture PLC 等公司是医疗保健 CRM 市场的一些领先创新者。
The Global Healthcare CRM Market size is expected to reach $25 billion by 2028, rising at a market growth of 8.9% CAGR during the forecast period.
CRM particularly tailored for the healthcare business. Healthcare CRMs integrate many data sources to give an all-encompassing view of patient habits and activities. A healthcare CRM system's main goal is to interact, recruit, and retain patients. The expansion of the healthcare CRM market is anticipated to be driven by an increase in demand from patients for simple access to therapies through virtual patient care and technical advancements in rebuilding healthcare databases.
In addition, patients' increasing need for early therapy with home care, digital care, portable surveillance, and illness monitoring devices promotes the expansion of the market for healthcare CRM. There is an increase in the number of chronic conditions, like diabetes and cancer, that require rapid medical support and treatment and are predicted to increase the demand for healthcare goods.
Government partnership with communities of providers, patients, and payers is anticipated to stimulate economic expansion. The usage of direct targeted marketing or social marketing is anticipated to increase throughout the forecast period. Several of the major and reasons for the implementation of these technologies include improved departmental integration, decreased costs, higher patient satisfaction, and multifaceted administrative staff advantages.
A CRM acts as a synchronized database and centralized platform for medical staff and patient communication. When patients visit a clinic, nurses may view all of their data on a single dashboard, allowing them to respond to their needs more quickly. In addition, CRMs provide robust capabilities for automating regular processes including as payments, appointment scheduling, and patient notifications.
COVID-19 Impact Analysis
The COVID-19 pandemic has offered India with both obstacles and chances for growth. The crisis has unleashed the floodgates for Indian startups, several of which have responded to the occasion and hastened the creation of inexpensive, scalable, and rapid solutions. In addition, the pandemic is stimulating the rise of telemedicine as well as the home healthcare sector in different nations. The pandemic has compelled organizations operating in the healthcare sector to adopt advanced solutions and systems, which would escalate the demand for healthcare CRM in the market.
Market Growth Factors
Technological Innovations And Increasing Incidence Of Chronic Conditions
For the expansion of the healthcare customer relationship management (CRM) industry, the key market participants are embracing new technologies. A healthcare customer relationship management (CRM) platform employs technologies like the internet of things, blockchain, and artificial intelligence. Such technologies boost the software's effectiveness and efficiency. As stated by the National Center for Chronic Condition Prevention and Health Promotion, six out of ten Americans suffer from a chronic disease like stroke, diabetes, heart attack, or cancer.
Increasing Healthcare Delivery Efficiency
A CRM in healthcare is also essential for expediting service delivery. To use this approach, a physician may quickly provide potential patients with all pertinent information. For instance, the ability to examine client databases enables the identification of patients with comparable conditions. Due to this, the total process of establishing a diagnosis in the case should become significantly quicker. In addition, the top healthcare CRM allows users to examine historical patient reports. This expedites the diagnostic process.
Market Restraining Factors
Shortage Of Qualified Personnel
Professionals are required for the operation and management of healthcare CRM software and platforms. People working on healthcare CRM solutions must be familiar with the most recent software, technologies, and information technology instruments. There is a lack of skilled professionals who are trained for operating the advanced solutions and systems to optimize the healthcare procedures. Along with that, many healthcare organizations are increasingly adopting such solutions, however, their workforce is not fully aware and well-versed with healthcare CRM solutions.
Functionality Outlook
Based on functionality, the healthcare CRM market is segmented into Customer Service and Support, Digital Commerce, Marketing, Sales and Cross -CRM. Customer Service and Support segment recorded a significant revenue share in the healthcare CRM market in 2021. This is due to the existence of multiple CRM systems on the market and market participant actions. Pega for Healthcare & Life Sciences, for example, is a participation, effectiveness, and self-service platform for healthcare payers, providers, pharmacy benefit managers, and life science sector partners.
Deployment Mode Outlook
On the basis of deployment mode, the healthcare CRM market is classified into On-premise and Cloud. Cloud segment garnered the highest revenue share in the healthcare CRM market in 2021. The section consists of solutions that assist manage data hosted by third-party providers on an as-needed basis, including scaling possibilities. Increased acceptance of cloud technology, increased digitization in the healthcare industry, and endeavours by significant corporations are among the primary reasons driving the segment's growth.
End-Use Outlook
By End-use, the healthcare CRM market is fragmented into Healthcare Providers, Healthcare Payers and Life Sciences Industry. Healthcare Providers segment procured the highest revenue share in the healthcare CRM market in 2021. It is due to the rising number of hospitals and clinics across various nations of the world. In addition, many governments are investing in their healthcare sector and thus, establishing advanced healthcare facilities. This would further create opportunities and demand for innovative systems and solutions in the market.
Regional Outlook
Region-wise, the healthcare CRM market is analyzed across North America, Europe, Asia Pacific and LAMEA. North America emerged as the leading region with the highest revenue share in the healthcare CRM market in 2021. It is a result of the region's superior network and IT development. Adoption of the Patient Protection and Affordable Care Act (2010) and government efforts like health connect and e-health fuel business growth.
The major strategies followed by the market participants are Acquisitions. Based on the Analysis presented in the Cardinal matrix; Microsoft Corporation is the major forerunners in the Healthcare CRM Market. Companies such as Oracle Corporation, IBM Corporation and Accenture PLC are some of the key innovators in Healthcare CRM Market.
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include IBM Corporation, Microsoft Corporation, Oracle Corporation, SAP SE, Accenture PLC, Zoho Corporation Pvt. Ltd., Salesforce.com, Inc., Verint Systems, Inc., Creatio EMEA Ltd., and hc1.com Inc.
Strategies deployed in Healthcare CRM Market
Sep-2022: Creatio expanded its geographical footprint by opening a new office in Warsaw, Poland. Headquartered in Boston, MA. This expansion would strengthen the company's presence in the improving tech scene to deliver companies in the region an award-winning no-code platform for workflow automation.
Jul-2022: Salesforce Japan acquired Fujitsu Limited, a leader in medical and pharmaceutical data and computing technologies. This acquisition aimed to develop new digital solutions for the healthcare sector in the Japanese market. Integrating Salesforce's Health Cloud, a CRM system focused on patient-centric digital transformation, medical institutions would be capable to visualize the patient journey via a comprehensive integration and analysis of patient medical data.
Mar-2022: Microsoft Corp took over Nuance Communications, a leader in conversational AI and ambient intelligence across industries. This acquisition aimed to bring together Nuance's top-class conversational AI and ambient intelligence with Microsoft's secure and trusted industry cloud offerings would allow the company to boost its innovation and implement the solutions more quickly, more effortlessly, and at greater scale to solve the customers' most pressing challenges.
May-2021: IBM completed the acquisition of Waeg, a leading Salesforce Consulting Partner in Europe. This acquisition aimed to expand IBM's portfolio of Salesforce services and advance IBM's hybrid cloud and AI strategy. The acquisition would develop on IBM's continued investment in Salesforce consulting services to fulfill the growing client demand for experience-led business transformation and new customer engagement strategies supported by data, AI, and machine learning.
Nov-2020: SAP took over Emarsys, a leading omnichannel customer engagement platform provider. Improving the SAP Customer Experience portfolio with Emarsys would develop a new paradigm for the way commerce is maintained digitally as it would provide hyper-personalized, omnichannel engagements in real-time, assisting companies to ensure every engagement is relevant and impactful.
Mar-2020: Cerner Corporation joined hands with Xealth, a digital health prescribing platform. This collaboration aimed to provide health systems with new centralized digital ordering and monitoring for customers. These capabilities are developed to assist health systems to choose, operate and implement digital tools and applications along with providing clinicians access to remote monitoring and more direct engagement with patients.
Jan-2020: Accenture took over maihiro, a provider of customer experience and customer relationship management. This acquisition aimed to assist Accenture to create solutions for customers that drive innovation as well as transformation in sales, marketing, and customer service.
Nov-2018: Accenture completed the acquisition of Kaplan, a provider of data-driven customer relationship management services. This acquisition aimed to strengthen Accenture Interactive's ability to offer customers end-to-end experience transformation services in the Nordics.
Mar-2018: Cerner teamed up with Salesforce, the global leader in customer relationship management (CRM). This collaboration aimed to expand its population health, clinical, and administration portfolio with an integrated solution, which would combine Salesforce Health Cloud and Marketing Cloud with Cerner's HealtheIntent.
Jan-2018: IBM extended its partnership with Salesforce, an American cloud-based software company. This partnership aimed to bring IBM Cloud and Watson services with Salesforce Quip and Salesforce Service Cloud Einstein to allow the organization to interact with their customers and collaborate more efficiently with more insights.
Market Segments covered in the Report:
By Deployment Mode
By Functionality
By End Use
By Geography
Companies Profiled
Unique Offerings from KBV Research
List of Figures