2026 年至 2032 年全球医疗保健 CRM 软体市场（按组件、部署、应用、最终用户和地区划分）

医疗保健 CRM 软体市场评估 - 2026-2032

医疗保健行业对自动化和结构化数据日益增长的需求预计将推动市场成长。由于对改善客户体验的需求日益增长，以及人工智慧整合等技术突破提升了效率并推动了广泛应用，医疗保健客户关係管理 (CRM) 解决方案正变得越来越受欢迎，预计到 2024 年其估值将突破 168.1 亿美元，到 2032 年将达到约 476.8 亿美元。

此外，医疗成本的上涨也是病人和医疗服务提供者共同关注的一大问题。 CRM系统可以简化流程、改善沟通，进而提高效率并降低成本。预计这将推动该利基市场在2026年至2032年间以13.92%的复合年增长率（CAGR）成长。

全球医疗保健 CRM 软体市场定义/概述

医疗保健客户关係管理 (CRM) 是一款专为医疗保健产业设计的软体解决方案。它帮助医疗保健机构管理与患者、医疗服务提供者和其他相关人员的互动。透过集中患者资讯、简化沟通流程并提高业务效率，医疗保健 CRM 系统使机构能够提供更优质的患者照护，并改善整体业务成果。

医疗保健 CRM 系统有广泛的应用，包括病患关係管理、预约安排、计费和保险、行销、推广、合规管理等。透过集中患者资讯、简化沟通和提高业务效率，CRM 系统使医疗保健组织能够提供个人化护理、降低成本并改善整体业务成果。

医疗保健 CRM 的未来将以技术的重大进步为标誌，这些进步将推动创新并扩展其功能。人工智慧和机器学习将使 CRM 系统能够分析大量数据、识别模式并提供有价值的洞察。与电子健康记录远端医疗平台等其他医疗保健技术的整合将进一步提升 CRM 系统的价值。随着医疗保健产业的不断发展，CRM 将在提供以患者为中心的高品质医疗服务方面发挥越来越重要的作用。

医疗服务数位化如何推动全球医疗保健 CRM 软体市场的发展？

医疗保健 CRM 软体市场

医疗服务数位化，推动了医疗 CRM 系统的普及。这些平台使医疗服务提供者能够更有效地管理患者关係、简化沟通并改善整体护理协调。根据美国国家卫生资讯科技协调办公室的数据，截至 2021 年，96% 的美国医院已采用经过认证的 EHR 技术，为 CRM 整合奠定了坚实的基础。

以病人为中心的照护和个人化医疗日益受到重视，这推动了对医疗保健 CRM 解决方案的需求。 CRM 平台有助于追踪患者偏好、治疗史和沟通模式，从而实现更个人化的医疗服务。这一趋势与医疗保健行业向基于价值的医疗模式的广泛转变相吻合。美国医疗保险和医疗补助服务中心 (CMS) 报告称，到 2022 年，40% 的医疗保险付款将与替代付款模式挂钩，凸显了改善病患关係管理的必要性。

人口健康管理日益重要，这推动了医疗保健 CRM 系统的采用。 CRM 系统有助于更好地协调不同医疗机构之间的护理，并支援积极主动的患者推广计划。这种方法与全球降低医疗成本和改善整体人口健康状况的努力一致。根据美国卫生与公众服务部的报告，2021 年有 61% 的医疗保健机构积极参与人口健康管理倡议。

实施和维护医疗保健 CRM 系统的高成本如何阻碍全球医疗保健 CRM 软体市场的成长？

实施和维护医疗保健 CRM 系统的高昂成本是一大障碍，尤其对于规模较小的医疗机构和诊所而言。软体、硬体和员工培训的初始投资可能相当可观，而升级、支援和客製化的持续成本又加重了财务负担。根据美国医疗保险和医疗补助服务中心 (CRM Services) 的一份报告，预计到 2021 年，全国医疗支出将成长 2.7%，达到 4.3 兆美元，这凸显了医疗保健产业面临的财务压力。

资料安全和隐私问题对医疗保健 CRM 市场构成重大挑战。医疗保健机构收集并储存敏感的患者信息，因此确保遵守《健康保险流通与责任法》(HIPAA) 和《通用资料保护条例》(GDPR) 等法规至关重要。实施强有力的安全措施并维护患者的信任，对 CRM 提供者和医疗保健机构而言是一项持续挑战。根据美国卫生与公众服务部的数据，2022 年发生了 599 起医疗保健资料外洩事件，影响人数超过 500 人，洩漏了超过 5,100 万份病患记录。

与现有医疗IT系统的复杂整合是医疗CRM市场的另一个重大挑战。许多医疗机构难以将其CRM解决方案与电子健康记录(EHR)系统及其他传统软体无缝整合。这种互通性的缺乏导致了资料孤岛、效率低下以及CRM实施效果的降低。根据美国国家卫生资讯科技协调办公室(OIC)的报告，2021年，只有55%的医院部署了允许病患存取其健康资讯的API。

目录

第一章：全球医疗保健 CRM 软体市场介绍

• 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：全球医疗保健 CRM 软体市场展望

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

第五章。全球医疗保健 CRM 软体市场（按组件）

• 概述
• 软体
• 服务

6. 全球医疗保健 CRM 软体市场（按部署）

• 概述
• 云端基础
• 本地

第七章 全球医疗保健 CRM 软体市场（按应用）

• 概述
• 客户服务与支援
• 销售与行销
• 社区推广
• 病患资讯管理
• 案件管理
• 关係管理
• 案例调整

第 8 章全球医疗保健 CRM 软体市场（按最终用户）

• 概述
• 医院
• 诊所
• 诊断中心
• 製药公司

9. 全球医疗保健 CRM 软体市场（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
• 其他的
  • 拉丁美洲
  • 中东和非洲

第 10 章：全球医疗保健 CRM 软体市场的竞争格局

• 概述
• 各公司市场排名
• 重点发展策略

第十一章 公司简介

• Microsoft
• Oracle（Cerner Corporation）
• IBM
• SAP
• Accenture
• Zoho Corporation
• LeadSquared
• Salesforce
• Veeva Systems
• Talisma
• Alvaria
• N 内燃机
• Verint Systems Inc.
• Creatio

第十二章 附录

• 相关调查

Healthcare CRM Software Market Valuation - 2026-2032

The market is anticipated to grow as a result of rising need for automation and structured data from the healthcare business. Healthcare customer relationship management (CRM) solutions are becoming more and more popular due to the growing demand to improve the customer experience and technological breakthroughs like AI integration that increase efficacy and drive widespread adoption, surpassing USD 16.81 Billion valued in 2024 to reach a valuation of around USD 47.68 Billion by 2032.

In addition to this, the rising cost of healthcare is a major concern for both patients and providers. CRM systems can help to improve efficiency and reduce costs by streamlining processes and improving communication, thus enabling the niche market grow at a CAGR of 13.92% from 2026 to 2032.

Global Healthcare CRM Software Market: Definition/ Overview

Healthcare Customer Relationship Management (CRM) is a software solution specifically designed for the healthcare industry. It helps healthcare organizations manage interactions with patients, providers, and other stakeholders. By centralizing patient information, streamlining communication, and improving operational efficiency, healthcare CRM systems enable organizations to deliver better patient care and improve overall business outcomes.

Healthcare CRM systems have a wide range of applications, including patient relationship management, appointment scheduling, billing and insurance, marketing and outreach, and compliance management. By centralizing patient information, streamlining communication, and improving operational efficiency, CRM systems enable healthcare organizations to deliver personalized care, reduce costs, and enhance overall business outcomes.

The future of healthcare CRM is marked by significant advancements in technology driving the innovation and expanding its capabilities. Artificial intelligence and machine learning will enable CRM systems to analyze vast amounts of data, identify patterns, and provide valuable insights. Integration with other healthcare technologies, such as electronic health records (EHRs) and telemedicine platforms, will further enhance the value of CRM systems. As the healthcare industry continues to evolve, healthcare CRM will play an increasingly vital role in delivering high-quality, patient-centered care.

How the Growing Digitization of Healthcare Services Fueling the Development of Global

Healthcare CRM Software Market?

The increasing digitization of healthcare services is driving the adoption of healthcare CRM systems. These platforms enable healthcare providers to manage patient relationships more effectively, streamline communication, and improve overall care coordination. According to the Office of the National Coordinator for Health Information Technology, as of 2021, 96% of U.S. hospitals have adopted certified EHR technology, creating a strong foundation for CRM integration.

The rising focus on patient-centered care and personalized medicine is boosting the demand for healthcare CRM solutions. CRM platforms help in tracking patient preferences, treatment history, and communication patterns, allowing for more tailored healthcare services. This trend aligns with the broader shift towards value-based care models in the healthcare industry. The Centers for Medicare & Medicaid Services reported that in 2022, 40% of Medicare payments were tied to alternative payment models, emphasizing the need for better patient relationship management.

The growing importance of population health management is fueling the adoption of healthcare CRM systems. CRM systems facilitate better care coordination across different healthcare settings and support proactive patient outreach programs. This approach aligns with the global efforts to reduce healthcare costs and improve overall population health outcomes. The U.S. Department of Health and Human Services reported that in 2021, 61% of healthcare organizations were actively engaged in population health management initiatives.

How the High Cost of Implementation and Maintenance of Healthcare CRM Systems Hindering the Global Healthcare CRM Software Market Growth?

The high cost of implementation and maintenance of healthcare CRM systems poses a significant barrier, especially for smaller healthcare providers and clinics. Initial investments in software, hardware, and staff training can be substantial, while ongoing costs for upgrades, support, and customization add to the financial burden. The U.S. Centers for Medicare & Medicaid Services reported that national health spending grew 2.7% to $4.3 trillion in 2021, highlighting the financial pressures facing the healthcare sector.

Data security and privacy concerns pose significant challenges in the healthcare CRM market. As healthcare organizations collect and store sensitive patient information, ensuring compliance with regulations like HIPAA and GDPR becomes crucial. Implementing robust security measures and maintaining patient trust are ongoing challenges for CRM providers and healthcare institutions. According to the U.S. Department of Health and Human Services, there were 599 healthcare data breaches affecting 500 or more individuals in 2022, exposing over 51 million patient records.

Integration complexities with existing healthcare IT systems present another major challenge in the healthcare CRM market. Many healthcare organizations struggle to seamlessly integrate CRM solutions with their electronic health records (EHR) systems and other legacy software. This lack of interoperability can lead to data silos, inefficiencies, and reduced effectiveness of CRM implementations. The Office of the National Coordinator for Health Information Technology reported that in 2021, only 55% of hospitals had implemented APIs that allowed patients to access their health information.

Category-Wise Acumens

What are the Features Bolstering the Demand of Cloud/Web-Based Segment?

The cloud/web-based segment has emerged as the dominant force in the global healthcare CRM software market, driven by its scalability, accessibility, and cost-effectiveness. Healthcare providers are increasingly adopting cloud-based CRM solutions to streamline patient engagement, improve care coordination, and enhance operational efficiency. According to the Office of the National Coordinator for Health Information Technology, 89% of hospitals used cloud-based EHR systems in 2021, indicating a strong preference for cloud technology in healthcare.

The dominance of cloud/web-based deployment in healthcare CRM is further reinforced by the increasing focus on data security and compliance. The U.S. Department of Health and Human Services reported that 93% of healthcare organizations were using cloud services in some capacity as of 2022, with CRM being one of the top applications. For instance, on August 18, 2023, Salesforce Health Cloud expanded its cloud-based offerings with new AI-powered patient engagement tools, further solidifying its position in the cloud-based healthcare CRM market.

How will the Demand for Customer Service & Support Application Segment Projects the Market Growth?

The cloud-based segment has emerged as a dominant force in the global healthcare CRM software market, driven by the increasing focus on patient-centric care and improved communication between healthcare providers and patients. This segment's dominance is further bolstered by the growing adoption of digital health solutions, with the U.S. Department of Health and Human Services reporting that 96% of hospitals had adopted certified health IT by 2021.

The growth of this segment can be attributed to the rising demand for personalized patient experiences and the need to streamline administrative tasks in healthcare settings. A survey conducted by the National Health Service (NHS) in the United Kingdom revealed that 73% of patients prefer healthcare providers who offer digital communication channels for inquiries and support as of January 2024.

Country/Region Wise Acumens

How will the Technological Advancements Propels the Healthcare CRM Software Market Growth in North America?

The North American healthcare CRM software market is poised to dominate the market during the forecast period, driven by advanced technological infrastructure and a robust healthcare system. According to the U.S. Department of Health and Human Services, as of September 2023, over 95% of hospitals and 78% of office-based physicians have adopted certified health IT. This widespread adoption of digital solutions has created a fertile ground for healthcare CRM implementation across the region.

The North American market growth is further bolstered by strategic moves from key industry players. For instance, on March 15, 2024, Salesforce announced the launch of its AI-powered Healthcare Cloud, specifically designed to enhance patient engagement and streamline healthcare operations. This innovation is expected to significantly impact the healthcare CRM landscape, potentially accelerating market growth in the North American region and solidifying its position as the global leader in healthcare CRM adoption and innovation.

How will the Rising Focus on Patient-Centric Care Enhance the Market Growth in the Asia-Pacific?

The Asia-Pacific healthcare CRM software market is anticipated to grow at a rapid CAGR during the forecast period, driven by the growing focus on patient-centric care along with the increasing adoption of digital health solutions. According to a report by the Australian Digital Health Agency, as of June 2023, over 23 million Australians have a My Health Record, representing 90% of the population, indicating a strong digital health infrastructure in the region. This digital readiness, coupled with the rising demand for personalized healthcare experiences, is expected to fuel the expansion of healthcare CRM solutions across various countries in Asia Pacific.

The market growth is further propelled by strategic initiatives from key players in the region. For instance, on September 15, 2024, Salesforce, a leading CRM provider, announced a partnership with Singapore Ministry of Health to implement a nationwide healthcare CRM system, aiming to enhance patient engagement and streamline healthcare delivery. This collaboration underscores the increasing recognition of CRM potential in improving healthcare outcomes and operational efficiency.

Competitive Landscape

The global healthcare CRM software market is a dynamic and competitive landscape, with a mix of established players and emerging challengers vying for market share. These players are actively working to strengthen their presence by implementing strategic plans such as collaborations, mergers, acquisitions, and political support. The organizations are dedicated to continuously improving their product line to meet the needs of a wide range of customers in different regions.

Some of the key players operating in the global healthcare CRM software market include:

Microsoft, Oracle (Cerner Corporation), IBM, SAP, Accenture, Zoho Corporation, LeadSquared, Salesforce, Veeva Systems, Talisma, Alvaria, NICE, Verint Systems Inc., Creatio

Latest Developments

• In April 2022, Cured launched its next generation of digital marketing and customer relationship management (CRM) platform for the healthcare industry, allowing the company to fulfil its purpose of bringing care full circle even more.
• In March 2022, Epic introduced a customer relationship management system (CRM) for health systems. The company is also working on an app that would allow doctors to investigate the best practices for their patients using real-world data.

Healthcare CRM Software Market, By Category

• Component
• Software
• Services
• Deployment
• Web/Cloud-Based
• On-Premises
• Application
• Customer Service & Support
• Sales & Marketing
• Community Outreach
• Patient Information Management
• Case Management
• Relationship Management
• Case Coordination
• End-User
• Hospitals
• Clinics
• Diagnostic Centers
• Pharmaceutical Companies
• Region
• North America
• Europe
• Asia Pacific
• Latin America
• Middle East & Africa

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL HEALTHCARE CRM SOFTWARE 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 HEALTHCARE CRM SOFTWARE 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
• 4.4 Value Chain Analysis

5 GLOBAL HEALTHCARE CRM SOFTWARE MARKET, BY COMPONENT

• 5.1 Overview
• 5.2 Software
• 5.3 Services

6 GLOBAL HEALTHCARE CRM SOFTWARE MARKET, BY DEPLOYMENT

• 6.1 Overview
• 6.2 Web/Cloud-Based
• 6.3 On-Premises

7 GLOBAL HEALTHCARE CRM SOFTWARE MARKET, BY APPLICATION

• 7.1 Overview
• 7.2 Customer Service & Support
• 7.3 Sales & Marketing
• 7.4 Community Outreach
• 7.5 Patient Information Management
• 7.6 Case Management
• 7.7 Relationship Management
• 7.8 Case Coordination

8 GLOBAL HEALTHCARE CRM SOFTWARE MARKET, BY END-USER

• 8.1 Overview
• 8.2 Hospitals
• 8.3 Clinics
• 8.4 Diagnostic Centers
• 8.5 Pharmaceutical Companies

9 GLOBAL HEALTHCARE CRM SOFTWARE MARKET, BY GEOGRAPHY

• 9.1 Overview
• 9.2 North America
  • 9.2.1 U.S.
  • 9.2.2 Canada
  • 9.2.3 Mexico
• 9.3 Europe
  • 9.3.1 Germany
  • 9.3.2 U.K.
  • 9.3.3 France
  • 9.3.4 Rest of Europe
• 9.4 Asia Pacific
  • 9.4.1 China
  • 9.4.2 Japan
  • 9.4.3 India
  • 9.4.4 Rest of Asia Pacific
• 9.5 Rest of the World
  • 9.5.1 Latin America
  • 9.5.2 Middle East & Africa

10 GLOBAL HEALTHCARE CRM SOFTWARE MARKET COMPETITIVE LANDSCAPE

• 10.1 Overview
• 10.2 Company Market ranking
• 10.3 Key Development Strategies

11 COMPANY PROFILES

• 11.1 Microsoft
• 11.2 Oracle (Cerner Corporation)
• 11.3 IBM
• 11.4 SAP
• 11.5 Accenture
• 11.6 Zoho Corporation
• 11.7 LeadSquared
• 11.8 Salesforce
• 11.9 Veeva Systems
• 11.10 Talisma
• 11.11 Alvaria
• 11.12 NICE
• 11.13 Verint Systems Inc.
• 11.14 Creatio

12 APPENDIX

• 10.1 Related Research