全球 SaaS 客户关係管理 (CRM) 市场规模（按应用程式、地区、范围和预测）

SaaS 客户关係管理 (CRM) 市场规模与预测

2024 年 SaaS 客户关係管理 (CRM) 市场规模价值 477.1 亿美元，预计到 2032 年将达到 1569.8 亿美元，预测期内（2026-2032 年）的复合年增长率为 12.93%。

中小企业日益普及的 SaaS CRM 以及云端基础的服务是推动市场成长的因素。 《全球 SaaS 客户关係管理 (CRM) 市场报告》对市场进行了全面评估，对关键细分市场、趋势、市场驱动因素、竞争格局以及影响市场的主要因素进行了全面的分析。

定义全球 SaaS 客户关係管理 (CRM) 市场

SaaS 代表软体即服务 (Software as a Service)，指的是云端基础的软体。 SaaS 用于管理企业与其客户之间的关係。 SaaS 在云端伺服器上运作。软体即服务由软体供应商维护、託管和营运。它为企业带来了便利，因为他们无需在资料储存解决方案上投入大量资金。大多数 SaaS 是基于订阅的模式。 SaaS CRM 分析的销售来自零售、银行、通讯和其他行业。现代 SaaS 软体是跨平台的，提供对公司资料的全天候存取。这意味着用户可以在任何装置（例如笔记型电脑、平板电脑或行动电话）上查看相同的数据。

全球 SaaS 客户关係管理 (CRM) 市场概览

市场成长的关键驱动力在于中小企业对 SaaS CRM 的日益普及以及对云端基础服务的日益青睐。云端基础CRM 解决方案的需求不断增长，源自于其低成本和易于部署的特性。中小企业对 SaaS CRM 的日益普及，源自于其扩充性、灵活性和经济实惠的特征。为了更好地与客户参与，管理客户资料和跨管道互动的需求日益增长。

企业数位转型趋势将推动对 CRM 解决方案的需求。这些优势将推动全球企业采用云端基础的应用程式。 CRM、销售管理、人力资源管理和财务管理等 SaaS 应用程式的采用正在推动云端运算策略投资的增加，预计这将推动市场成长。

目录

第 1 章 全球 SaaS 客户关係管理 (CRM) 市场简介

• 市场概览
• 研究范围
• 先决条件

第二章执行摘要

第三章：已验证的市场研究调查方法

• 资料探勘
• 验证
• 第一手资料
• 资料来源列表

第四章 全球 SaaS 客户关係管理 (CRM) 市场展望

• 概述
• 市场动态
  • 驱动程式
  • 限制因素
  • 机会
• 波特五力模型

第五章 全球 SaaS 客户关係管理 (CRM) 市场（按应用）

• 概述
• 零售
• BFSI－银行、金融服务和保险
• 製造业
• 电信和IT
• 其他的

6. 全球 SaaS 客户关係管理 (CRM) 市场（按地区）

• 概述
• 北美洲
  • 美国
  • 加拿大
  • 墨西哥
• 欧洲
  • 德国
  • 英国
  • 法国
  • 其他欧洲国家
• 亚太地区
  • 中国
  • 日本
  • 印度
  • 其他亚太地区
• 世界其他地区
  • 拉丁美洲
  • 中东和非洲

7. 全球 SaaS 客户关係管理 (CRM) 市场的竞争格局

• 概述
• 各公司市场排名
• 主要发展策略

第八章 公司简介

• SAP
• Oracle
• Salesforce.com
• Amdocs
• IBM
• Lithium
• Jive Inc.
• ASSA ABLOY
• Google

第九章 重大进展

• 产品发布/开发
• 合併与收购
• 业务扩展
• 伙伴关係与合作

第十章 附录

• 相关调查

SaaS Customer Relationship Management (CRM) Market Size And Forecast

SaaS Customer Relationship Management (CRM) Market size was valued at USD 47.71 Billion in 2024 and is projected to reach USD 156.98 Billion by 2032, growing at a CAGR of 12.93% during the forecast period 2026-2032.

The growing adoption of SaaS CRM by Small and medium-sized enterprises and the rising adoption of cloud-based offerings is the factor driving the market growth of the market. The Global SaaS Customer Relationship Management (CRM) Market report provides a holistic evaluation of the market. The report offers a comprehensive analysis of key segments, trends, drivers, restraints, competitive landscape, and factors that are playing a substantial role in the market.

Global SaaS Customer Relationship Management (CRM) Market Definition

SaaS stands for Software as a Service, or cloud-based software. SaaS is used to manage corporate relationships with customers. SaaS runs on a cloud server. Software as a Service is maintained, hosted, and operated by the software provider. This is convenient for your business because you don't have to spend more capital on your data storage solution. Most SaaS is a subscription-based model. Sales of SaaS CRM analytics from retail, banking, telecommunications, and other industries. The latest SaaS software is cross-platform, providing 24/7 access to corporate data. This means that users can see the same data on devices such as laptops, tablets, and mobile phones.

Global SaaS Customer Relationship Management (CRM) Market Overview

The primary factors driving the market growth are the growing adoption of SaaS CRM by Small and medium-sized enterprises and the rising adoption of cloud-based offerings. The growing demand for cloud-based CRM solutions is due to their low cost and ease of implementation. SMEs' increased adoption of SaaS CRM is due to its scalability, flexibility, and affordability. There is an increasing need to manage customer data and interactions across channels to improve customer engagement.

The rising digital transformation trend in enterprises will enhance the demand for CRM solutions. These benefits will encourage companies around the globe to adopt cloud-based applications. Adopting SaaS applications such as CRM, sales management, HRM, and financial management as an investment in cloud computing strategies increases, which will increase the market growth of the market.

Global SaaS Customer Relationship Management (CRM) Market: Segmentation Analysis

The Global SaaS Customer Relationship Management (CRM) Market is Segmented on the basis of Application and Geography.

SaaS Customer Relationship Management (CRM) Market, By Application

• Retail
• BFSI - Banking, financial services, and insurance
• Manufacturing
• Telecom and IT
• Others

Based on Application, the market is segmented into Retail, BFSI - Banking, financial services, and insurance, Manufacturing, Telecom and IT, and Others. The BFSI - Banking, financial services, and vertical insurance segment holds a large number of shares in the market because it is a rapid change towards digitalization and requires customer-specific software. Growing online banking services can also stimulate the demand for software to attract and retain loyal customers, which is the factor that boosts market growth.

SaaS Customer Relationship Management (CRM) Market, By Geography

• North America
• Europe
• Asia Pacific
• Rest of the World
• On the basis of Geography, the Global SaaS Customer Relationship Management (CRM) Market is classified into North America, Europe, Asia Pacific, and the Rest of the world. The North American region holds a large number of shares in the market because of the increasing usage of public cloud services by enterprises and the need to analyze customer information. In addition, the number of companies is increasing in various industries such as BFSI, telecommunications and IT, healthcare, retail, and other end-users, which is the factor that boosts the market growth.

Key Players

The "Global SaaS Customer Relationship Management (CRM) Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are SAP, Oracle, Salesforce.com, Amdocs, IBM, Lithium, Jive Inc., ASSA ABLOY, and Google.

Our market analysis also entails a section solely dedicated to such major players wherein our analysts provide an insight into the financial statements of all the major players, along with its product benchmarking and SWOT analysis. The competitive landscape section also includes key development strategies, market share, and market ranking analysis of the above-mentioned players globally.

Key Developments

• Partnerships, Collaborations, and Agreements
• In December 2021, Freshworks Inc. offered Freshdesk Contact Center to 7-Eleven, a global retail chain. The solution will quickly resolve customer inquiries and provide regular customers and online shoppers with the same in-store conveniences. (AI).
• In November 2020, Microsoft Corporation teamed up with C3.ai and Adobe Systems, Inc. to develop sophisticated AI-powered CRM solutions. Forecasting skills are supposed to improve with this upgraded offering.
• Product Development
• In June 2021, Salesforce.com, Inc. launched new capabilities across digital 360, with the goal of assisting businesses in boosting their digital activities and delivering the next generation of digital experiences, commerce, and marketing.
• Product Launch
• In May 2020, Bigin, a CRM software for SMEs, was launched by Zoho Corporation Pvt. Ltd. SMEs will also be able to make and receive customer calls from afar, as well as create multiple customer pipelines, with the launch. SAP SE, meanwhile, launched SAP Sales Cloud Solution, which is integrated with Microsoft Teams. Additionally, users will be able to quickly access sales data and customer information from Microsoft Teams. Freshworks Inc. also rolled out Freshdesk Contact Center to a 7-Eleven location, a global retailer.

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL SAAS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET

• 1.1 Overview of the Market
• 1.2 Scope of Report
• 1.3 Assumptions

2 EXECUTIVE SUMMARY

3 RESEARCH METHODOLOGY OF VERIFIED MARKET RESEARCH

• 3.1 Data Mining
• 3.2 Validation
• 3.3 Primary Interviews
• 3.4 List of Data Sources

4 GLOBAL SAAS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET OUTLOOK

• 4.1 Overview
• 4.2 Market Dynamics
  • 4.2.1 Drivers
  • 4.2.2 Restraints
  • 4.2.3 Opportunities
• 4.3 Porters Five Force Model

5 GLOBAL SAAS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY APPLICATION

• 5.1 Overview
• 5.2 Retail
• 5.3 BFSI - Banking, financial services, and insurance
• 5.4 Manufacturing
• 5.5 Telecom and IT
• 5.6 Others

6 GLOBAL SAAS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY GEOGRAPHY

• 6.1 Overview
• 6.2 North America
  • 6.2.1 U.S.
  • 6.2.2 Canada
  • 6.2.3 Mexico
• 6.3 Europe
  • 6.3.1 Germany
  • 6.3.2 U.K.
  • 6.3.3 France
  • 6.3.4 Rest of Europe
• 6.4 Asia Pacific
  • 6.4.1 China
  • 6.4.2 Japan
  • 6.4.3 India
  • 6.4.4 Rest of Asia Pacific
• 6.5 Rest of the World
  • 6.5.1 Latin America
  • 6.5.2 Middle East and Africa

7 GLOBAL SAAS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET COMPETITIVE LANDSCAPE

• 7.1 Overview
• 7.2 Company Market Ranking
• 7.3 Key Development Strategies

8 COMPANY PROFILES

• 8.1 SAP
  • 8.1.1 Overview
  • 8.1.2 Financial Performance
  • 8.1.3 Product Outlook
  • 8.1.4 Key Developments
• 8.2 Oracle
  • 8.2.1 Overview
  • 8.2.2 Financial Performance
  • 8.2.3 Product Outlook
  • 8.2.4 Key Developments
• 8.3 Salesforce.com
  • 8.3.1 Overview
  • 8.3.2 Financial Performance
  • 8.3.3 Product Outlook
  • 8.3.4 Key Developments
• 8.4 Amdocs
  • 8.4.1 Overview
  • 8.4.2 Financial Performance
  • 8.4.3 Product Outlook
  • 8.4.4 Key Developments
• 8.5 IBM
  • 8.5.1 Overview
  • 8.5.2 Financial Performance
  • 8.5.3 Product Outlook
  • 8.5.4 Key Developments
• 8.6 Lithium
  • 8.6.1 Overview
  • 8.6.2 Financial Performance
  • 8.6.3 Product Outlook
  • 8.6.4 Key Developments
• 8.7 Jive Inc.
  • 8.7.1 Overview
  • 8.7.2 Financial Performance
  • 8.7.3 Product Outlook
  • 8.7.4 Key Developments
• 8.8 ASSA ABLOY
  • 8.8.1 Overview
  • 8.8.2 Financial Performance
  • 8.8.3 Product Outlook
  • 8.8.4 Key Developments
• 8.9 Google
  • 8.9.1 Overview
  • 8.9.2 Financial Performance
  • 8.9.3 Product Outlook
  • 8.9.4 Key Developments

9 KEY DEVELOPMENTS

• 9.1 Product Launches/Developments
• 9.2 Mergers and Acquisitions
• 9.3 Business Expansions
• 9.4 Partnerships and Collaborations

10 Appendix

• 10.1 Related Research