CRM 分析市场规模、份额、成长分析，按组件、按部署模式、按组织规模、按应用、按最终用户行业、按地区 - 行业预测，2025 年至 2032 年

预计到 2023 年全球 CRM 分析市场规模将达到 129.3 亿美元，并从 2024 年的 145.9 亿美元成长到 2032 年的 382.3 亿美元，预测期内（2025-2032 年）的复合年增长率为 12.8%。

全球 CRM 分析市场正在迅速发展，创新技术能够增强客户洞察力。 CRM 分析使企业能够从大量资料（包括跨各种行销管道的呼叫和互动）中提取可操作的资讯。语音分析等最新进展现在使企业能够即时分析非结构化资料，提供有关呼叫合规性和客户情绪的宝贵指标。此外，甲骨文公司下一代融合中间件的推出也反映了这一势头，在其云端客户体验平台内提供销售自动化应用程式。在人工智慧的支援下，Fusion Sales 可以识别高品质的潜在客户并为销售团队提供量身定制的报价和产品推荐，最终提高生产力、更快地完成交易并建立更牢固的客户关係。这种情况凸显了 CRM 策略向资料主导决策的重大转变。

目录

介绍

• 调查目的
• 研究范围
• 定义

调查方法

• 资讯采购
• 次要和资料资料
• 市场规模预测
• 市场假设与限制

执行摘要

• 全球市场展望
• 供需趋势分析
• 细分市场机会分析

市场动态及展望

• 市场概况
• 市场规模
• 市场动态
  • 驱动因素和机会
  • 限制与挑战
• 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
• 市场吸引力指数（2024 年）
• PESTEL 分析
• 总体经济指标
• 价值链分析
• 定价分析
• 案例研究
• 技术进步
• 监管格局
• Start-Ups分析
• 专利分析

CRM 分析市场规模（按组成部分）

• 市场概况
• 软体
  • 本地
  • 云端基础
• 服务
  • 专业服务
  • 託管服务

CRM 分析市场规模（依部署模式）

• 市场概况
• 本地
• 云端基础

CRM 分析市场规模（依组织规模）

• 市场概况
• 大型企业
• 中小企业

CRM 分析市场规模（按应用）

• 市场概况
• 销售分析
• 客户服务分析
• 行销分析
• 客服中心分析
• 其他的

CRM 分析市场规模（按最终用户产业）

• 市场概况
• BFSI
• 零售
• 卫生保健
• 通讯和 IT
• 製造业
• 政府和公共部门
• 其他的

CRM 分析市场规模

• 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
  • 其他拉丁美洲国家
• 中东和非洲
  • 海湾合作委员会国家
  • 南非
  • 其他中东和非洲地区

竞争资讯

• 前 5 家公司对比
• 主要企业市场定位（2024年）
• 主要市场参与者所采用的策略
• 近期市场趋势
• 公司市场占有率分析（2024 年）
• 主要企业简介
  • 公司简介
  • 产品系列分析
  • 按细分市场分析市场份额
  • 收益与前一年同期比较（2022-2024 年）

主要企业简介

• Salesforce, Inc.（USA）
• Oracle Corporation（USA）
• SAP SE（Germany）
• Microsoft Corporation（USA）
• IBM Corporation（USA）
• SAS Institute Inc.（USA）
• Adobe Inc.（USA）
• Teradata Corporation（USA）
• Tableau Software（USA）
• Zoho Corporation（India）
• HubSpot, Inc.（USA）
• SugarCRM Inc.（USA）
• Zendesk, Inc.（USA）
• Freshworks Inc.（USA）
• Pegasystems Inc.（USA）
• NICE Ltd.（Israel）
• Verint Systems Inc.（USA）

结论和建议

Global CRM Analytics Market size was valued at USD 12.93 billion in 2023 and is poised to grow from USD 14.59 billion in 2024 to USD 38.23 billion by 2032, growing at a CAGR of 12.8% during the forecast period (2025-2032).

The global CRM analytics market is evolving rapidly, driven by innovative technologies that enhance customer insights. CRM analytics enables businesses to extract actionable intelligence from vast amounts of data, including interactions through calls and various marketing channels. Recent advancements, such as speech analytics, allow businesses to analyze unstructured data in real-time, providing valuable metrics on call compliance and customer sentiment. Additionally, Oracle Corporation's introduction of its next-generation Fusion Middleware reflects this momentum, offering a sales automation application within its Cloud Customer Experience platform. Powered by AI, Fusion Sales identifies high-quality leads while providing sales teams with tailored quotes and product recommendations, ultimately increasing productivity, accelerating deal closure, and fostering stronger customer relationships. This landscape highlights the critical shift towards data-driven decision-making in CRM strategies.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Crm Analytics 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 CRM Analytics Market Segmental Analysis

Global CRM Analytics Market is segmented by Component, Deployment Mode, Organization Size, Application, End-User Industry and region. Based on Component, the market is segmented into Software and Services. Based on Deployment Mode, the market is segmented into On-Premise and Cloud-Based. Based on Organization Size, the market is segmented into Large Enterprises and Small and Medium Enterprises (SMEs). Based on Application, the market is segmented into Sales Analytics, Customer Service Analytics, Marketing Analytics, Contact Center Analytics and Others. Based on End-User Industry, the market is segmented into BFSI, Retail, Healthcare, Telecommunications and IT, Manufacturing, Government and Public Sector and Others. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global CRM Analytics Market

One of the key drivers propelling the Global CRM Analytics market is the increasing demand for mobile-friendly, multichannel capabilities within customer relationship management solutions. With the proliferation of mobile devices and smartphones, there is a growing expectation for CRM systems to be accessible and functional on platforms such as tablets and smartphones. This mobility is crucial for businesses relying on field sales teams, as they need to access customer data and sales tools on the go. The integration of multichannel approaches enhances marketing efforts by enabling companies to engage customers through various platforms, including social media, thereby increasing campaign efficacy and conversion rates. Furthermore, tracking customer interactions across channels offers critical insights into consumer behavior, allowing businesses to tailor their marketing strategies for improved effectiveness.

Restraints in the Global CRM Analytics Market

The Global CRM Analytics market faces significant restraints primarily due to insufficient customization options, which could lead to challenges in addressing unique business requirements. Effective management of customer relationships hinges on the ability to customize, scale, and standardize CRM solutions to fit specific organizational needs. When businesses encounter limitations in customization resources, it becomes difficult for them to tailor applications accordingly. This often necessitates costly investments in new bespoke software or services, resulting in prolonged implementation timelines and potential disruption to market dynamics. Consequently, the lack of adaptability becomes a barrier for companies striving for optimal CRM efficiency.

Market Trends of the Global CRM Analytics Market

The global CRM analytics market is experiencing a significant upward trend, driven primarily by the rapid integration of artificial intelligence (AI). AI technologies, such as machine learning and natural language processing, are enhancing CRM systems, enabling businesses to gain deeper insights into consumer behavior and preferences. Notably, platforms like Salesforce and Zoho, with their AI-powered features, are equipping organizations with tools to enhance customer engagement and streamline operations through automated responses and personalized solutions. This technological evolution fosters stronger customer relationships and increases operational efficiency, positioning AI-integrated CRM systems as a crucial component for businesses aiming to remain competitive in an increasingly complex market. As companies prioritize customer experience, the demand for advanced CRM analytics is expected to surge, propelling market growth in the coming years.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

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

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Degree of Competition
• Top Investment Pockets
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Pricing Analysis
• Case Studies
• Technology Advancement
• Regulatory Landscape
• Startup Analysis
• Patent Analysis

Global CRM Analytics Market Size by Component & CAGR (2025-2032)

• Market Overview
• Software
  • On-Premise
  • Cloud-Based
• Services
  • Professional Services
  • Managed Services

Global CRM Analytics Market Size by Deployment Mode & CAGR (2025-2032)

• Market Overview
• On-Premise
• Cloud-Based

Global CRM Analytics Market Size by Organization Size & CAGR (2025-2032)

• Market Overview
• Large Enterprises
• Small and Medium Enterprises (SMEs)

Global CRM Analytics Market Size by Application & CAGR (2025-2032)

• Market Overview
• Sales Analytics
• Customer Service Analytics
• Marketing Analytics
• Contact Center Analytics
• Others

Global CRM Analytics Market Size by End-User Industry & CAGR (2025-2032)

• Market Overview
• BFSI
• Retail
• Healthcare
• Telecommunications and IT
• Manufacturing
• Government and Public Sector
• Others

Global CRM Analytics Market Size & CAGR (2025-2032)

• North America (Component, Deployment Mode, Organization Size, Application, End-User Industry)
  • US
  • Canada
• Europe (Component, Deployment Mode, Organization Size, Application, End-User Industry)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Component, Deployment Mode, Organization Size, Application, End-User Industry)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Component, Deployment Mode, Organization Size, Application, End-User Industry)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Component, Deployment Mode, Organization Size, Application, End-User Industry)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• Salesforce, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Oracle Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAP SE (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Microsoft Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• IBM Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAS Institute Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Adobe Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Teradata Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Tableau Software (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Zoho Corporation (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• HubSpot, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SugarCRM Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Zendesk, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Freshworks Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Pegasystems Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• NICE Ltd. (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Verint Systems Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations