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市场调查报告书
商品编码
1775462

CRM软体市场：2025-2030年预测

CRM Software Market - Forecasts from 2025 to 2030
出版日期: | 出版商: Knowledge Sourcing Intelligence | 英文 144 Pages | 商品交期: 最快1-2个工作天内

价格
简介目录

CRM 软体市场预计将从 2025 年的 877.84 亿美元成长到 2030 年的 1,269.48 亿美元，复合年增长率为 7.66%。

竞争加剧

各行各业竞争日益激烈是 CRM 软体市场的主要驱动力。企业纷纷采用 CRM 解决方案来强化客户关係、简化销售管道，并利用可操作资料提升竞争优势。根据行业报告，到 2024 年，全球 CRM 采用率将成长 12%，其中零售、金融和医疗保健等行业将引领快速成长。 CRM 软体透过自动化行销、销售和客户服务流程来提高业务效率，使企业能够管理大量客户资料并优先安排客户互动。预计这一趋势将在预测期内显着提振市场需求。

对业务效率的需求

CRM 解决方案对于管理复杂的行政业务（例如潜在客户追踪和客户服务自动化）至关重要，使公司能够专注于策略性客户参与。 2023 年，人工智慧整合 CRM 平台（例如 Salesforce 的 Einstein GPT 和 Microsoft Dynamics 365 Copilot）的进步引入了预测分析并增强了个人化客户体验，推动了 CRM 的普及。这些工具减少了手动工作并改善了决策，因此 CRM 软体对于希望优化业务和提高客户忠诚度的企业至关重要。

市场区隔分析

按实施模型

CRM 软体市场分为云端 CRM 和本地 CRM。预计到 2028 年，云端基础市场将大幅成长，这得益于软体即服务 (SaaS) 解决方案的快速普及。到 2024 年，云端基础CRM 将占市场收益的 68%，这得益于低基础设施成本、高敏捷性和弹性价格设定模式，使其成为预算有限的组织的理想选择。 HubSpot 和 Zoho CRM 等平台由于扩充性和易于集成，在中小企业 (SME) 中的采用率不断提高。本地解决方案由于其在资料安全和组织管理方面的优势，保持着相当大的份额，尤其是在大型企业中。到 2023 年，银行和政府等行业将青睐本地解决方案来保护敏感数据，这将进一步支持该市场的成长。

按公司规模

大型企业将主导市场，到2024年将占超过55%的收入份额。这得益于它们拥有雄厚的预算，并致力于透过增强客户参与来最大化投资收益（ROI）。 CRM解决方案使这些企业能够简化业务并优先实施以客户为中心的策略。中小企业预计将迎来快速成长，因为它们将采用CRM工具来实现流程自动化并获得竞争优势。到2024年，中小企业将越来越多地采用价格实惠的SaaS解决方案来提高效率和客户应对力，这将推动需求成长。

按功能

市场区隔为行销自动化、销售团队自动化、客户服务自动化等。负责优化潜在客户管理和销售预测的销售团队自动化在2024年引领了市场。受即时支援和个人化客户互动需求的推动，客户服务自动化正在快速成长。

地理洞察力

北美占据着显着的市场占有率，这得益于其先进的技术基础设施以及销售团队和微软等美国主要CRM供应商的布局。到2024年，该地区将占全球CRM收益的40%，这得益于金融和零售业的高采用率。亚太地区是成长最快的地区，这得益于印度和中国等国家日益增长的数位化和商业竞争。到2023年，印度CRM市场将成长15%，这得益于中小企业对SaaS的采用。紧随其后的是欧洲，在监管合规和数位转型努力的支持下，该地区将实现稳步增长。

竞争考察

销售团队、微软、Oracle和Zoho Corporation等主要企业以创新服务和强大品牌占据市场主导地位。 2024年， 销售团队透过新的生成式人工智慧功能扩展了其人工智慧主导的CRM功能，微软则将进阶分析功能整合到Dynamics 365中。Oracle在2023年收购其客户数据平台等策略性收购进一步巩固了其市场地位。为了保持领先地位，这些公司正专注于提升用户体验和可扩展性。

市场挑战

高昂的实施成本以及将 CRM 系统与现有基础设施整合的复杂性，对中小型企业而言尤其具有挑战性。资料隐私问题以及 GDPR 等法规的合规性也需要持续投资。此外，低价产品的竞争可能会限制价格敏感地区的市场渗透率。

本报告的主要优点

  • 深刻分析：获得深入的市场洞察，重点关注客户细分、政府政策和社会经济因素、消费者偏好、垂直行业和其他细分市场，涵盖主要地区和新兴地区。
  • 竞争格局：了解全球主要企业所采用的策略策略，并了解正确策略带来的潜在市场渗透。
  • 市场趋势和驱动因素：探索动态因素和关键市场趋势以及它们将如何影响未来的市场发展。
  • 可行的建议：利用洞察力进行策略决策，在动态环境中开闢新的业务流和收益。
  • 适合广泛的使用者：对于新兴企业、研究机构、顾问公司、中小企业和大型企业来说都是有益且具有成本效益的。

它有什么用途？

产业与市场考量、商业机会评估、产品需求预测、打入市场策略、地理扩张、资本支出决策、法律规范与影响、新产品开发、竞争影响

研究范围

  • 2022 年至 2024 年的历史数据和 2025 年至 2030 年的预测数据
  • 成长机会、挑战、供应链前景、法律规范与趋势分析
  • 竞争定位、策略和市场占有率分析
  • 收益成长和预测包括国家在内的细分市场和地区分析
  • 公司概况（特别是财务状况和关键发展）

目录

第一章执行摘要

第二章市场概述

  • 市场概览
  • 市场定义
  • 研究范围
  • 市场区隔

第三章 经营状况

  • 市场驱动因素
  • 市场限制
  • 市场机会
  • 波特五力分析
  • 产业价值链分析
  • 政策法规
  • 策略建议

第四章 技术展望

第五章 CRM 软体市场（依功能）

  • 介绍
  • 行销自动化
  • 销售支援
  • 自动化客户服务
  • 潜在客户管理
  • 分析和报告
  • 其他的

第六章 CRM 软体市场（依公司规模）

  • 介绍
  • 小型到中型
  • 大规模

第七章 CRM 软体市场（按部署）

  • 介绍
  • 云
  • 本地

第 8 章 CRM 软体市场（按行业垂直划分）

  • 介绍
  • BFSI
  • 卫生保健
  • 零售
  • 资讯科技和通讯
  • 製造业
  • 其他的

第九章 CRM 软体市场（按地区）

  • 介绍
  • 北美洲
    • 按功能
    • 按公司规模
    • 按部署
    • 按行业
    • 按国家
      • 美国
      • 加拿大
      • 墨西哥
  • 南美洲
    • 按功能
    • 按公司规模
    • 按部署
    • 按行业
    • 按国家
      • 巴西
      • 阿根廷
      • 其他的
  • 欧洲
    • 按功能
    • 按公司规模
    • 按部署
    • 按行业
    • 按国家
      • 英国
      • 德国
      • 法国
      • 西班牙
      • 其他的
  • 中东和非洲
    • 按功能
    • 按公司规模
    • 按部署
    • 按行业
    • 按国家
      • 沙乌地阿拉伯
      • 阿拉伯聯合大公国
      • 其他的
  • 亚太地区
    • 按功能
    • 按公司规模
    • 按部署
    • 按行业
    • 按国家
      • 中国
      • 日本
      • 印度
      • 韩国
      • 台湾
      • 其他的

第十章竞争格局及分析

  • 主要企业和策略分析
  • 市场占有率分析
  • 合併、收购、协议和合作
  • 竞争对手仪表板

第十一章：公司简介

  • Salesforce, Inc.
  • IBM Corporation
  • Microsoft Corporation
  • Oracle
  • SAP AG
  • Zoho Corporation Pvt. Ltd.
  • Insightly, Inc.
  • Nimble
  • SugarCRM Inc.
  • Infor Inc

第十二章 附录

  • 货币
  • 先决条件
  • 基准年和预测年时间表
  • 相关人员的主要利益
  • 调查方法
  • 简称
简介目录
Product Code: KSI061613573

The CRM Software Market is expected to grow from USD 87.784 billion in 2025 to USD 126.948 billion in 2030, at a CAGR of 7.66%.

Rising Business Competition

Increasing competition across diverse industry verticals is a primary driver of the CRM software market. Businesses are adopting CRM solutions to strengthen customer relationships, streamline sales pipelines, and leverage actionable data to gain a competitive edge. In 2024, global CRM adoption grew by 12%, with sectors like retail, finance, and healthcare leading the surge, according to industry reports. CRM software enhances operational efficiency by automating marketing, sales, and customer service processes, enabling companies to manage large volumes of client data and prioritize customer interactions. This trend is expected to significantly boost market demand over the forecast period.

Demand for Operational Efficiency

CRM solutions are critical for managing complex administrative tasks, such as lead tracking and customer service automation, allowing businesses to focus on strategic customer engagement. In 2023, advancements in AI-integrated CRM platforms, such as Salesforce's Einstein GPT and Microsoft Dynamics 365 Copilot, introduced enhanced predictive analytics and personalized customer experiences, driving adoption. These tools reduce manual workloads and improve decision-making, making CRM software indispensable for businesses aiming to optimize operations and enhance customer loyalty.

Market Segmentation Analysis

By Deployment Model

The CRM software market is segmented into cloud-based and on-premise deployments. The cloud-based segment is projected to experience significant growth through 2028, driven by the rapid adoption of Software as a Service (SaaS) solutions. In 2024, cloud-based CRM accounted for 68% of market revenue, fueled by low infrastructure costs, high mobility, and flexible pricing models, making it ideal for organizations with limited budgets. Platforms like HubSpot and Zoho CRM saw increased uptake among small and medium enterprises (SMEs) due to scalability and ease of integration. The on-premise segment retains a notable share, particularly among large enterprises, due to its advantages in data security and organizational control. In 2023, industries like banking and government favored on-premise solutions to safeguard sensitive data, supporting segment growth.

By Enterprise Size

Large enterprises dominate the market, holding over 55% of revenue in 2024, driven by their substantial budgets and focus on maximizing return on investment (ROI) through enhanced customer engagement. CRM solutions enable these organizations to streamline operations and prioritize customer-centric strategies. The SME segment is projected to grow rapidly, as these businesses adopt CRM tools to automate processes and gain a competitive edge. In 2024, SMEs increasingly leveraged affordable SaaS solutions to enhance efficiency and customer outreach, driving demand.

By Function

The market is segmented into marketing automation, salesforce automation, customer service automation, and others. Salesforce automation led in 2024, driven by its role in optimizing lead management and sales forecasting. Customer service automation is growing rapidly, fueled by demand for real-time support and personalized customer interactions.

Geographical Insights

North America holds a significant market share, driven by advanced technological infrastructure and the presence of major CRM providers like Salesforce and Microsoft in the U.S. In 2024, the region accounted for 40% of global CRM revenue, supported by high adoption in finance and retail. The Asia-Pacific region is the fastest-growing, propelled by increasing digitalization and business competition in countries like India and China. In 2023, India's CRM market grew by 15%, driven by SaaS adoption among SMEs. Europe follows, with steady growth supported by regulatory compliance and digital transformation initiatives.

Competitive Insights

Key players, including Salesforce, Microsoft, Oracle, and Zoho Corporation, dominate the market due to their innovative offerings and strong brand presence. In 2024, Salesforce expanded its AI-driven CRM capabilities with new generative AI features, while Microsoft integrated advanced analytics into Dynamics 365. Strategic acquisitions, such as Oracle's 2023 purchase of a customer data platform, further strengthened market positions. These companies focus on enhancing user experience and scalability to maintain leadership.

Market Challenges

High implementation costs and complexity of integrating CRM systems with existing infrastructure pose challenges, particularly for SMEs. Data privacy concerns and compliance with regulations like GDPR also require ongoing investment. Additionally, competition from low-cost alternatives may limit market penetration in price-sensitive regions.

Key Benefits of this Report:

  • Insightful Analysis: Gain detailed market insights covering major as well as emerging geographical regions, focusing on customer segments, government policies and socio-economic factors, consumer preferences, industry verticals, and other sub-segments.
  • Competitive Landscape: Understand the strategic maneuvers employed by key players globally to understand possible market penetration with the correct strategy.
  • Market Drivers & Future Trends: Explore the dynamic factors and pivotal market trends and how they will shape future market developments.
  • Actionable Recommendations: Utilize the insights to exercise strategic decisions to uncover new business streams and revenues in a dynamic environment.
  • Caters to a Wide Audience: Beneficial and cost-effective for startups, research institutions, consultants, SMEs, and large enterprises.

What do businesses use our reports for?

Industry and Market Insights, Opportunity Assessment, Product Demand Forecasting, Market Entry Strategy, Geographical Expansion, Capital Investment Decisions, Regulatory Framework & Implications, New Product Development, Competitive Intelligence

Report Coverage:

  • Historical data from 2022 to 2024 & forecast data from 2025 to 2030
  • Growth Opportunities, Challenges, Supply Chain Outlook, Regulatory Framework, and Trend Analysis
  • Competitive Positioning, Strategies, and Market Share Analysis
  • Revenue Growth and Forecast Assessment of segments and regions including countries
  • Company Profiling (Strategies, Products, Financial Information, and Key Developments among others.

CRM Software Market Segmentation

By Function

  • Marketing Automation
  • Sales Force Automation
  • Customer Service Automation
  • Lead Management
  • Analytics & Reporting
  • Others

By Enterprise Size

  • Small and Medium
  • Large

By Deployment

  • Cloud
  • On-premise

By Industry Verticals

  • BFSI
  • Healthcare
  • Retail
  • IT and Telecom
  • Manufacturing
  • Others

By Geography

  • North America
  • USA
  • Canada
  • Mexico
  • South America
  • Brazil
  • Argentina
  • Others
  • Europe
  • Germany
  • France
  • United Kingdom
  • Spain
  • Others
  • Middle East and Africa
  • Saudi Arabia
  • Israel
  • Others
  • Asia Pacific
  • China
  • Japan
  • South Korea
  • India
  • Indonesia
  • Thailand
  • Taiwan
  • Others

TABLE OF CONTENTS

1. EXECUTIVE SUMMARY

2. MARKET SNAPSHOT

  • 2.1. Market Overview
  • 2.2. Market Definition
  • 2.3. Scope of the Study
  • 2.4. Market Segmentation

3. BUSINESS LANDSCAPE

  • 3.1. Market Drivers
  • 3.2. Market Restraints
  • 3.3. Market Opportunities
  • 3.4. Porter's Five Forces Analysis
  • 3.5. Industry Value Chain Analysis
  • 3.6. Policies and Regulations
  • 3.7. Strategic Recommendations

4. TECHNOLOGICAL OUTLOOK

5. CRM SOFTWARE MARKET BY FUNCTION

  • 5.1. Introduction
  • 5.2. Marketing Automation
  • 5.3. Sales Force Automation
  • 5.4. Customer Service Automation
  • 5.5. Lead Management
  • 5.6. Analytics & Reporting
  • 5.7. Others

6. CRM SOFTWARE MARKET BY ENTERPRISE SIZE

  • 6.1. Introduction
  • 6.2. Small and Medium
  • 6.3. Large

7. CRM SOFTWARE MARKET BY DEPLOYMENT

  • 7.1. Introduction
  • 7.2. Cloud
  • 7.3. On-premise

8. CRM SOFTWARE MARKET BY INDUSTRY VERTICAL

  • 8.1. Introduction
  • 8.2. BFSI
  • 8.3. Healthcare
  • 8.4. Retail
  • 8.5. IT and Telecom
  • 8.6. Manufacturing
  • 8.7. Others

9. CRM SOFTWARE MARKET BY GEOGRAPHY

  • 9.1. Introduction
  • 9.2. North America
    • 9.2.1. By Function
    • 9.2.2. By Enterprise Size
    • 9.2.3. By Deployment
    • 9.2.4. By Industry Verticals
    • 9.2.5. By Country
      • 9.2.5.1. USA
      • 9.2.5.2. Canada
      • 9.2.5.3. Mexico
  • 9.3. South America
    • 9.3.1. By Function
    • 9.3.2. By Enterprise Size
    • 9.3.3. By Deployment
    • 9.3.4. By Industry Verticals
    • 9.3.5. By Country
      • 9.3.5.1. Brazil
      • 9.3.5.2. Argentina
      • 9.3.5.3. Others
  • 9.4. Europe
    • 9.4.1. By Function
    • 9.4.2. By Enterprise Size
    • 9.4.3. By Deployment
    • 9.4.4. By Industry Verticals
    • 9.4.5. By Country
      • 9.4.5.1. United Kingdom
      • 9.4.5.2. Germany
      • 9.4.5.3. France
      • 9.4.5.4. Spain
      • 9.4.5.5. Others
  • 9.5. Middle East and Africa
    • 9.5.1. By Function
    • 9.5.2. By Enterprise Size
    • 9.5.3. By Deployment
    • 9.5.4. By Industry Verticals
    • 9.5.5. By Country
      • 9.5.5.1. Saudi Arabia
      • 9.5.5.2. UAE
      • 9.5.5.3. Others
  • 9.6. Asia Pacific
    • 9.6.1. By Function
    • 9.6.2. By Enterprise Size
    • 9.6.3. By Deployment
    • 9.6.4. By Industry Verticals
    • 9.6.5. By Country
      • 9.6.5.1. China
      • 9.6.5.2. Japan
      • 9.6.5.3. India
      • 9.6.5.4. South Korea
      • 9.6.5.5. Taiwan
      • 9.6.5.6. Others

10. COMPETITIVE ENVIRONMENT AND ANALYSIS

  • 10.1. Major Players and Strategy Analysis
  • 10.2. Market Share Analysis
  • 10.3. Mergers, Acquisitions, Agreements, and Collaborations
  • 10.4. Competitive Dashboard

11. COMPANY PROFILES

  • 11.1. Salesforce, Inc.
  • 11.2. IBM Corporation
  • 11.3. Microsoft Corporation
  • 11.4. Oracle
  • 11.5. SAP AG
  • 11.6. Zoho Corporation Pvt. Ltd.
  • 11.7. Insightly, Inc.
  • 11.8. Nimble
  • 11.9. SugarCRM Inc.
  • 11.10. Infor Inc

12. APPENDIX

  • 12.1. Currency
  • 12.2. Assumptions
  • 12.3. Base and Forecast Years Timeline
  • 12.4. Key benefits for the stakeholders
  • 12.5. Research Methodology
  • 12.6. Abbreviations