查看购物车
  • Traditional Chinese
  • English
  • Japanese
封面
市场调查报告书
商品编码
1569442

CRM（客户关係管理）市场规模、份额、成长分析：按解决方案、按部署类型、按应用、按最终用户、按地区 - 行业预测，2024-2031 年

Customer Relationship Management Market Size, Share, Growth Analysis, By Solutions, By Deployment Types, By Application, By End-Users, By Region - Industry Forecast 2024-2031
出版日期: | 出版商: SkyQuest | 英文 157 Pages | 商品交期: 3-5个工作天内

价格
简介目录

全球CRM（客户关係管理）市场规模在2022年估值为602亿美元，到2031年将从2023年的686.3亿美元达到1957.7亿美元，在预测期内（2024-2024年）预计将以复合年成长率成长2031 年将达 14.00%）。

由于人工智慧、机器学习和云端运算等技术进步，以及 SaaS、IaaS 和 PaaS 等服务模式的可用性不断增加，全球 CRM 市场预计将出现强劲成长。对自动化客户参与的需求不断增长，加上数位化营运的扩展以及客户服务和体验的增强，已成为推动市场成长的关键因素。随着消费者越来越多地透过数位管道与品牌和组织互动，CRM 系统对于寻求了解客户行为和偏好的企业来说变得至关重要。组织正在积极采用复杂的 CRM 解决方案，以确保即时效率并保持竞争优势。此外，物联网 (IoT)、嵌入式分析和人工智慧的快速发展将进一步刺激 CRM 解决方案的创新。此外，美国CRM 市场预计在预测期内将保持正的复合年增长率，这表明人们对改善客户互动并推动整体业务绩效的整合解决方案有着强烈的兴趣。这种趋势的融合凸显了 CRM 领域的相关人员利用对技术主导的客户参与策略不断增长的需求的重大机会。

目录

介绍

  • 研究目的
  • 定义
  • 市场范围

调查方法

  • 资讯采购
  • 二手资料来源和主要资料来源
  • 市场规模预测
  • 市场假设与限制

执行摘要

  • 市场概况展望
  • 供需趋势分析
  • 按细分市场的机会分析

市场动态及展望

  • 市场动态
    • 促进因素
    • 机会
    • 抑制因素
    • 任务
  • 波特的分析

主要市场考察

  • 关键成功因素
  • 竞争程度
  • 主要投资机会
  • 市场生态系统
  • PESTEL分析
  • 技术分析
  • 监管环境
  • 案例研究分析

CRM 市场：按解决方案

  • 概述
  • 社会监测、社会倾听
  • 社会地图
  • 社交中介软体
  • 社会管理
  • 社会测量

CRM 市场：依部署类型

  • 概述
  • 主持
  • 本地
  • 混合

CRM 市场：依应用分类

  • 概述
  • 客户服务与支援
  • 行销
  • 销售
  • 其他的
    • 创新
    • 合作
    • 客户经验

CRM 市场：依最终使用者分类

  • 市场概况
  • 按行业分类
    • 汽车、交通、物流
    • 银行、金融服务和保险 (BFSI)
    • 消费品/零售
    • 能源/电力/公共事业
    • 卫生保健
    • 石油和天然气
    • 通讯/IT
  • 按公司规模
    • 中小型企业 (SMB)
    • 大公司

CRM 市场规模：按地区划分

  • 市场概况
  • 北美洲
    • 美国
    • 加拿大
  • 欧洲
    • 德国
    • 西班牙
    • 法国
    • 英国
    • 义大利
    • 其他欧洲国家地区
  • 亚太地区
    • 中国
    • 印度
    • 日本
    • 韩国
    • 其他亚太地区
  • 拉丁美洲
    • 巴西
    • 其他拉丁美洲地区
  • 中东和非洲 (MEA)
    • 海湾合作委员会国家
    • 南非
    • 其他中东/非洲地区

竞争格局

  • 前5名企业对比
  • 主要企业市场定位（2023年）
  • 主要市场参与者所采取的策略
  • 近期市集活动
  • 主要企业市场占有率（2023年）

主要企业简介

  • Acquia（US）
  • Amdocs（Israel）
  • Nimble（US）
  • Pegasystems（US）
  • Ramco Systems（India）
  • SAGE（UK）
  • ITC Infotech（India）
  • HubSpot, Inc.（US）
  • Zoho Corporation（India）
  • Freshworks Inc.（India）
  • Copper（US）
  • Monday.com（Israel）
  • Bitrix24（Russia）
  • Creatio（US）
  • Oracle CX Cloud（US）
  • Close.io（US）
  • Salesforce Essentials（US）
  • Pipeliner CRM（Austria）
  • Vtiger（India）
  • Capsule CRM（UK）
  • Caspio（US）
简介目录
Product Code: SQMIG45F2121

Global Customer Relationship Management Market size was valued at USD 60.20 billion in 2022 and is poised to grow from USD 68.63 billion in 2023 to USD 195.77 billion by 2031, growing at a CAGR of 14.00% during the forecast period (2024-2031).

The global customer relationship management (CRM) market is poised for robust growth, driven by advancements in technologies such as artificial intelligence, machine learning, and cloud computing, alongside the increasing availability of service models like SaaS, IaaS, and PaaS. The rising demand for automated customer engagement, coupled with the expansion of digital operations and enhancements in customer service and experience, are pivotal factors propelling market growth. As consumers increasingly utilize digital channels to interact with brands and organizations, CRM systems are becoming essential for businesses striving to understand customer behavior and preferences. Organizations are keenly adopting sophisticated CRM solutions to ensure real-time efficiency and maintain a competitive edge. Additionally, the rapid evolution of the Internet of Things (IoT), embedded analytics, and artificial intelligence is set to further stimulate innovation in CRM solutions. Furthermore, the US CRM market is expected to sustain a positive compound annual growth rate (CAGR) over the upcoming forecast period, indicating a strong appetite for integrated solutions that facilitate improved customer interactions and drive overall business performance. The convergence of these trends highlights a significant opportunity for stakeholders in the CRM space to capitalize on the growing demand for technology-driven customer engagement strategies.

Top-down and bottom-up approaches were used to estimate and validate the size of the global customer relationship management market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

global customer relationship management Market Segmental Analysis

Global Customer Relationship Management Market is segmented by Solutions, Deployment Types, Application, End-Users, and region. Based on Solutions, the market is segmented into Social Monitoring and Social Listening, Social Mapping, Social Middleware, Social Management, and Social Measurement. Based on Deployment Types, the market is segmented into Hosted, On-Premise, Hybrid. Based on Application, the market is segmented into Customer Service and Support, Marketing, Sales, and Other Applications. Based on End-Users, the market is segmented into By Verticals, and By Company Size. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & and Africa.

Driver of the global customer relationship management Market

The global customer relationship management (CRM) market is poised for significant growth, driven by the integration of emerging technologies and advancements in various business sectors aimed at optimizing operations and ensuring timely delivery to customers. Companies are increasingly leveraging CRM systems to devise effective business strategies, align with current market trends, and understand consumer behavior, thereby facilitating geographic expansion. A survey by PWC Experience Center highlights that nearly 50% of organizations believe digital transformation is pivotal in enhancing customer experiences and feedback, underscoring the critical role CRM solutions play in fostering customer engagement and satisfaction in an evolving digital landscape.

Restraints in the global customer relationship management Market

One of the most significant market restraints for the global customer relationship management (CRM) market is the escalating security threats associated with CRM-stored data. As these systems increasingly house vast amounts of sensitive and confidential information-ranging from personal identification details and credit card data to health records and financial information-companies face substantial challenges in safeguarding this data. The potential for data breaches and cyberattacks raises serious concerns about compliance with privacy regulations, which can deter organizations from fully adopting or upgrading CRM solutions. Consequently, the apprehension surrounding data security may impede market growth in the foreseeable future.

Market Trends of the global customer relationship management Market

The global customer relationship management (CRM) market is witnessing a significant trend towards the integration of artificial intelligence (AI) technologies, driven by the growing need for enhanced customer experiences. As brands increasingly adopt AI-powered CRM software, utilizing machine learning, natural language processing, and deep learning, they gain deeper insights into the psychological states of their target customers. Innovative solutions like Zoho CRM's Zia and Salesforce's Einstein, featuring advanced voice technology, exemplify this evolution. This trend not only fosters improved customer engagement but is also expected to propel market demand and growth, establishing AI as a critical component of modern CRM strategies over the coming years.

Table of Contents

Introduction

  • Objectives of the Study
  • Definitions
  • Market Scope

Research Methodology

  • Information Procurement
  • Secondary & Primary Data Sources
  • Market Size Estimation
  • Market Assumptions & Limitations

Executive Summary

  • Market Overview Outlook
  • Supply Demand Trend Analysis
  • Segmental Opportunity Analysis

Market Dynamics & Outlook

  • Market Dynamics
    • Drivers
    • Opportunities
    • Restraints
    • Challenges
  • Porters Analysis
    • Competitive rivalry
    • Threat of Substitute Products
    • Bargaining Power of Buyers
    • Threat of New Entrants
    • Bargaining Power of Suppliers

Key Market Insights

  • Key Success Factor
  • Degree of Competition
  • Top Investment Pockets
  • Ecosystem of the Market
  • PESTEL Analysis
  • Technology Analysis
  • Regulatory Landscape
  • Case Study Analysis

Customer Relationship Management Market bySolutions

  • Overview
  • Social Monitoring and Social Listening
  • Social Mapping
  • Social Middleware
  • Social Management
  • Social Measurement

Customer Relationship Management Market byDeployment Types

  • Overview
  • Hosted
  • On-Premises
  • Hybrid

Customer Relationship Management Market byApplication

  • Overview
  • Customer Service and Support
  • Marketing
  • Sales
  • Other Applications
    • Innovations
    • Collaboration
    • Customer Experience

Customer Relationship Management Market byEnd-Users

  • Market Overview
  • By Verticals
    • Automotive, Transportation and Logistics
    • Banking, Financial Services and Insurance (BFSI)
    • Consumer Goods and Retail
    • Energy, Power and Utilities
    • Healthcare
    • Oil and Gas
    • Telecom and IT
  • By Company Size
    • Small and Medium Businesses (SMB)
    • Large Enterprises

Customer Relationship Management Size by Region

  • Market Overview
  • North America
    • USA
    • Canada
  • Europe
    • Germany
    • Spain
    • France
    • UK
    • Italy
    • Rest of Europe
  • Asia Pacific
    • China
    • India
    • Japan
    • South Korea
    • Rest of Asia-Pacific
  • Latin America
    • Brazil
    • Rest of Latin America
  • Middle East & Africa (MEA)
    • GCC Countries
    • South Africa
    • Rest of MEA

Competitive Landscape

  • Top 5 Player Comparison
  • Market Positioning of Key Players, 2023
  • Strategies Adopted by Key Market Players
  • Recent Activities in the Market
  • Key Companies Market Share (%), 2023

Key Company Profiles

  • Acquia (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Amdocs (Israel)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Nimble (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Pegasystems (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Ramco Systems (India)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • SAGE (UK)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • ITC Infotech (India)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • HubSpot, Inc. (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Zoho Corporation (India)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Freshworks Inc. (India)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Copper (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Monday.com (Israel)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Bitrix24 (Russia)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Creatio (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Oracle CX Cloud (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Close.io (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Salesforce Essentials (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Pipeliner CRM (Austria)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Vtiger (India)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Capsule CRM (UK)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Caspio (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments