全球客户关係管理软体市场规模（按部署、组织规模、区域范围和预测）

客户关係管理软体市场规模与预测

预计 2023 年客户关係管理软体市场规模将达到 637.5 亿美元，到 2031 年将达到 1,515.3 亿美元，2024 年至 2031 年的复合年增长率为 11.43%。

客户关係管理 (CRM) 软体是一种技术工具，旨在帮助企业管理和分析整个客户生命週期中的客户互动和数据，目的是改善客户维繫和收入成长。

CRM 软体集中客户讯息，包括联络资讯、通讯历史、购买历史和偏好，为个人化互动提供全面的视图。

自动化销售流程，如潜在客户管理、交易追踪和通路管理，以简化工作流程并提高销售团队效率。

CRM 系统透过根据人口统计、行为或兴趣细分客户并追踪宣传活动绩效来优化投资报酬率，从而促进有针对性的行销宣传活动。

CRM 软体透过追踪客户查询、问题和解决方案来增强客户服务，确保透过各种管道提供及时且个人化的支援。

CRM 平台提供强大的报告和分析工具来分析客户数据、销售绩效和行销效果，从而实现数据驱动的决策和改进的策略。

CRM 系统与其他业务工具和平台（例如 ERP 系统、电子邮件行销软体和社交媒体平台）集成，以确保资料的无缝流动并提高营运效率。

CRM 软体会随着您的业务成长而扩展，并可根据您的特定行业要求和独特的业务流程进行客製化，从而有效地适应您不断变化的需求和挑战。

全球客户关係管理软体市场动态

影响全球客户关係管理软体市场的关键市场动态是：

关键市场驱动因素

更重视客户体验：企业优先提升客户体验以获得竞争优势。 CRM 软体可以帮助企业了解客户偏好、提高参与度并提供个人化互动。

对数据主导洞察的需求：企业希望从客户资料中获得切实可行的洞察，以便做出明智的决策。 CRM 系统提供分析和报告功能，用于分析客户行为、销售趋势和行销宣传活动的有效性。

全通路行销的兴起：随着客户使用多种管道（线上、行动、社群媒体），CRM 软体无缝整合并管理跨这些管道的互动，确保一致的通讯和客户参与。

云端处理的采用日益普及：与本地部署软体相比，云端基础的CRM 解决方案具有扩充性、灵活性和成本效益。越来越多的员工采用云端 CRM 来简化营运并随时随地存取资料。

专注于销售团队自动化：CRM 软体可实现从潜在客户生成到转换的销售流程自动化，从而提高您的销售团队的生产力和效率。此自动化功能包括案源计分、销售漏斗管理、预测等。

注重客户维繫和忠诚度：保留现有客户比获取新客户更具成本效益。 CRM 系统透过个人化互动、精准行销和主动客户服务，帮助客户建立忠诚度。

与人工智慧和机器学习的整合：将人工智慧和机器学习功能整合到 CRM 软体中可以改善预测分析、客户细分和聊天机器人功能，从而获得更好、更自动化的客户洞察。

主要挑战

实施过程复杂：CRM 系统通常需要大量客製化并与现有IT基础设施集成，导致实施过程复杂、耗时且耗资源。

资料品质与整合：资料品质不佳以及整合多来源资料的挑战会降低 CRM 的有效性。不完整或不准确的数据会导致错误的洞察和决策。

使用者采用和培训：对员工进行充分的 CRM 软体功能和最佳实践培训可能颇具挑战性。抵制变革和对 CRM 优势缺乏了解可能会影响使用率。

考虑成本：CRM软体的初始投资可能相当可观，包括授权费用、客製化成本以及持续的维护成本。小型企业通常难以证明这些成本的合理性。

安全性问题：在 CRM 系统中储存和管理敏感的客户资料会引发安全性和隐私问题。遵守资料保护条例（例如 GDPR、CCPA）会增加复杂性，并需要采取强有力的安全措施。

与旧有系统整合：将 CRM 软体与现有旧有系统、ERP 平台和其他业务应用程式整合可能是一项挑战。相容性问题和资料同步问题可能会影响系统的整体效率。

可扩展性问题：扩展 CRM 解决方案以适应业务成长和资料量的增加可能是一项挑战。一些组织可能会发现，他们的 CRM 系统扩充性有限，难以满足不断变化的业务需求。

客製化与灵活性：在开箱即用功能和客製化选项之间取得平衡以满足特定业务需求可能颇具挑战性。过度客製化随着时间的推移会导致复杂性和维护问题。

全通路管理：在统一的 CRM 平台中管理跨多个管道（电子邮件、社群媒体、电话等）的客户互动需要强大的全通路功能。实现无缝整合和一致的通讯是一项挑战。

主要趋势

人工智慧与机器学习整合：人工智慧驱动的 CRM 功能支援预测分析、客户细分和个人化建议。机器学习演算法分析资料以自动化任务、提高洞察力并优化客户互动。

云端基础的CRM 解决方案：云端处理凭藉其扩充性、灵活性和成本效益，继续主导 CRM 部署。云端基础的CRM 解决方案支援即时数据存取、远端协作和无缝更新，无需本地基础设施的成本。

全通路客户参与：CRM 系统可促进跨多个管道（包括您的网站、行动应用程式、社群媒体和实体店）的无缝客户互动。全通路功能可实现一致的通讯和个人化体验。

注重客户体验 (CX)：CRM 软体支援个人化互动、主动客户服务以及即时回应客户需求。以客户体验为先的 CRM 策略旨在建立忠诚度和长期关係。

行动 CRM：随着企业优先考虑远端办公和行动访问，行动 CRM 解决方案正日益普及。行动应用程式使销售团队和客服负责人能够随时随地存取 CRM 资料、更新记录并进行协作，从而提高他们的工作效率和应对力。

行销自动化整合：将您的 CRM 与行销自动化平台集成，可实现无缝的潜在客户管理、宣传活动追踪和投资报酬率 (ROI) 衡量。销售和行销部门之间的资料整合可改善协作并提高宣传活动成效。

区块链资料安全：区块链技术正在被探索用于增强 CRM 资料的安全性和透明度。分散式帐本允许安全地储存、认证和检验数据，从而解决数据隐私和合规性问题。

语音技术和虚拟助理：支援语音的 CRM 介面和虚拟助理（例如聊天机器人）可以简化客户互动。自然语言处理 (NLP) 功能可以改善自助服务选项并增强客户参与。

目录

第 1 章 全球客户关係管理软体市场简介

• 市场概况
• 调查范围
• 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：全球客户关係管理软体市场展望

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

5. 全球客户关係管理软体市场（按部署）

• 概述
• 云端基础
• 本地部署

6. 全球客户关係管理软体市场（依组织规模）

• 概述
• 小型企业
• 大公司

7. 全球客户关係管理软体市场（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
• 世界其他地区
  • 中东和非洲
  • 拉丁美洲

8. 全球客户关係管理软体市场的竞争格局

• 概述
• 各公司市场排名
• 主要发展策略

第九章：公司简介

• Salesforce
• Microsoft Corporation（Microsoft Dynamics 365）
• Oracle Corporation（Oracle CRM）
• SAP SE（SAP CRM）
• Adobe Inc.（Adobe Experience Cloud）
• Zoho Corporation（Zoho CRM）
• HubSpot
• IBM Corporation（IBM Watson Customer Engagement）
• SugarCRM Inc.
• Freshworks Inc.（Freshsales）

第十章 附录

• 相关调查

Customer Relationship Management Software Market Size And Forecast

Customer Relationship Management Software Market size was valued at USD 63.75 Billion in 2023 and is projected to reach USD 151.53 Billion by 2031, growing at a CAGR of 11.43% from 2024 to 2031.

Customer Relationship Management (CRM) Software is a technology tool designed to help businesses manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer relationships, retention, and sales growth.

CRM software centralizes customer information, including contact details, communication history, purchases, and preferences, providing a comprehensive view for personalized interactions.

It automates sales processes such as lead management, opportunity tracking, and pipeline management, streamlining workflows and improving sales team efficiency.

CRM systems facilitate targeted marketing campaigns by segmenting customers based on demographics, behavior, or interests, and tracking campaign performance to optimize ROI.

CRM software enhances customer service by tracking customer inquiries, issues, and resolutions, ensuring timely and personalized support across various channels.

CRM platforms offer robust reporting and analytics tools to analyze customer data, sales performance, and marketing effectiveness, enabling data-driven decision-making and strategy refinement.

CRM systems integrate with other business tools and platforms such as ERP systems, email marketing software, and social media platforms, ensuring seamless data flow and enhancing operational efficiency.

CRM software is scalable to accommodate business growth and customizable to meet specific industry requirements and unique business processes, adapting to evolving needs and challenges effectively.

Global Customer Relationship Management Software Market Dynamics

The key market dynamics that are shaping the global Customer Relationship Management Software Market include:

Key Market Drivers

Increasing Focus on Customer Experience: Businesses prioritize enhancing customer experience to gain competitive advantage. CRM software helps in understanding customer preferences, improving engagement, and delivering personalized interactions.

Demand for Data-Driven Insights: Organizations seek actionable insights from customer data to make informed decisions. CRM systems provide analytics and reporting capabilities to analyze customer behavior, sales trends, and marketing campaign effectiveness.

Rise of Omnichannel Marketing: With customers engaging across multiple channels (online, mobile, social media), CRM software enables seamless integration and management of interactions across these channels, ensuring consistent messaging and customer engagement.

Growing Adoption of Cloud Computing: Cloud-based CRM solutions offer scalability, flexibility, and cost-efficiency compared to on-premises software. Businesses are increasingly adopting cloud CRM to streamline operations and access data from anywhere.

Focus on Sales Force Automation: CRM software automates sales processes, from lead generation to conversion, improving sales team productivity and efficiency. This automation includes lead scoring, pipeline management, and forecasting.

Emphasis on Customer Retention and Loyalty: Retaining existing customers is more cost-effective than acquiring new ones. CRM systems help in building customer loyalty through personalized interactions, targeted marketing, and proactive customer service.

Integration with AI and Machine Learning: Integration of AI and machine learning capabilities in CRM software enhances predictive analytics, customer segmentation, and chatbot functionalities, providing enhanced customer insights and automation.

Key Challenges:

Complex Implementation Processes: CRM systems often require significant customization and integration with existing IT infrastructure, leading to complex implementation processes that can be time-consuming and resource-intensive.

Data Quality and Integration: Poor data quality and challenges in integrating data from multiple sources can hinder CRM effectiveness. Incomplete or inaccurate data can lead to flawed insights and decisions.

User Adoption and Training: Ensuring user adoption among employees and providing adequate training on CRM software functionalities and best practices can be challenging. Resistance to change and lack of understanding of CRM benefits may impact usage.

Cost Considerations: The initial investment in CRM software, including licensing fees, customization, and ongoing maintenance costs, can be substantial. Small and medium-sized enterprises (SMEs) may find it challenging to justify these expenses.

Security Concerns: Storing and managing sensitive customer data within CRM systems raises security and privacy concerns. Compliance with data protection regulations (e.g., GDPR, CCPA) adds complexity and requires robust security measures.

Integration with Legacy Systems: Integrating CRM software with existing legacy systems, ERP platforms, and other business applications can be challenging. Compatibility issues and data synchronization problems may arise, affecting overall system efficiency.

Scalability Issues: Scalability of CRM solutions to accommodate business growth and increasing data volumes can be a challenge. Some organizations may face limitations in scaling their CRM systems to meet evolving business needs.

Customization and Flexibility: Balancing between out-of-the-box functionalities and customization options to meet specific business requirements can be tricky. Over-customization may lead to complexity and maintenance issues over time.

Omnichannel Management: Managing customer interactions across multiple channels (e.g., email, social media, phone) within a unified CRM platform requires robust omnichannel capabilities. Ensuring seamless integration and consistent messaging can be challenging.

Key Trends:

AI and Machine Learning Integration: AI-powered CRM capabilities are enhancing predictive analytics, customer segmentation, and personalized recommendations. Machine learning algorithms analyze data to automate tasks, improve insights, and optimize customer interactions.

Cloud-Based CRM Solutions: Cloud computing continues to dominate CRM deployments due to scalability, flexibility, and cost-efficiency. Cloud-based CRM solutions enable real-time access to data, remote collaboration, and seamless updates without on-premises infrastructure costs.

Omnichannel Customer Engagement: CRM systems are facilitating seamless customer interactions across multiple channels, including websites, mobile apps, social media, and physical stores. Omnichannel capabilities ensure consistent messaging and personalized experiences.

Focus on Customer Experience (CX): Enhancing CX remains a top priority, with CRM software enabling personalized interactions, proactive customer service, and real-time response to customer needs. CX-focused CRM strategies aim to build loyalty and long-term relationships.

Mobile CRM: Mobile CRM solutions are gaining traction as businesses prioritize remote work and mobile access. Mobile apps enable sales teams and customer service agents to access CRM data, update records, and collaborate on-the-go, enhancing productivity and responsiveness.

Integration with Marketing Automation: Integration of CRM with marketing automation platforms enables seamless lead management, campaign tracking, and ROI measurement. Unified data across sales and marketing functions improves alignment and enhances campaign effectiveness.

Blockchain for Data Security: Blockchain technology is being explored for enhancing CRM data security and transparency. Decentralized ledgers can provide secure data storage, authentication, and verification, addressing concerns around data privacy and compliance.

Voice Technology and Virtual Assistants: Integration of voice-enabled CRM interfaces and virtual assistants (e.g., chatbots) streamline customer interactions. Natural language processing (NLP) capabilities improve self-service options and enhance customer engagement.

Global Customer Relationship Management Software Market Regional Analysis

Here is a more detailed regional analysis of the global Customer Relationship Management Software Market:

North America

North America is significantly dominating the Customer Relationship Management Software Market and is expected to continue its growth throughout the forecast period, owing to several variables.

North America was an early adopter of CRM technologies, with companies like Salesforce pioneering cloud-based CRM solutions in the late 1990s. This early entry provided a significant head start and established a strong foundation in the market.

The region serves as a global hub for technological innovation, with Silicon Valley in the United States and technology clusters in Canada fostering continuous advancement in CRM software. This innovation leadership drives the development of cutting-edge CRM functionalities and features.

North America boasts a large and diverse customer base across various industries such as finance, healthcare, retail, telecommunications, and manufacturing. The demand for CRM solutions is high due to the region's extensive business ecosystem and the need for effective customer management.

The region benefits from advanced IT infrastructure, including high-speed internet connectivity, reliable data centers, and widespread adoption of cloud computing. This infrastructure supports seamless deployment, integration, and scalability of CRM systems across enterprises of all sizes.

North America's stable economic environment encourages substantial investments in CRM technologies. Businesses prioritize CRM implementations to enhance customer relationships, improve operational efficiency, and drive revenue growth, leveraging the region's economic stability.

Strict adherence to data protection regulations, such as the General Data Protection Regulation (GDPR) in the European Union and the California Consumer Privacy Act (CCPA) in the United States, ensures secure handling of customer data. North American CRM vendors comply with these regulations, enhancing trust and reliability among customers.

The region is home to a highly skilled workforce in software development, IT infrastructure management, and CRM implementation. This talent pool includes software engineers, data analysts, CRM consultants, and IT professionals who contribute to the development and deployment of sophisticated CRM solutions.

Asia Pacific

Asia Pacific is anticipated to be the fastest-growing region in the Customer Relationship Management Software Market. Asia Pacific is experiencing rapid economic growth, with countries like China, India, and Southeast Asian nations emerging as major global economic hubs. This growth fuels business expansion and increases the adoption of CRM solutions.

Organizations in Asia Pacific are undergoing significant digital transformation across industries such as retail, finance, telecommunications, and manufacturing. CRM software plays a crucial role in optimizing customer interactions and enhancing operational efficiency.

The region has a thriving small and medium-sized enterprise (SME) sector, which increasingly adopts CRM solutions to improve customer engagement, streamline sales processes, and compete with larger enterprises.

There is a growing awareness among businesses in Asia Pacific about the benefits of CRM software in enhancing customer relationships, improving sales effectiveness, and driving business growth. This awareness drives adoption across diverse industries.

High penetration of mobile devices and internet connectivity in Asia Pacific countries facilitates the adoption of cloud-based CRM solutions. Mobile CRM applications enable businesses to manage customer relationships on the go, enhancing flexibility and accessibility.

The rapid growth of e-commerce and online retail in the Asia Pacific increases the demand for CRM solutions to manage customer interactions across digital channels effectively. CRM software helps businesses personalize customer experiences and optimize marketing strategies.

Some governments in the Asia Pacific promote digitalization and provide incentives for businesses to adopt technology solutions, including CRM software. Supportive policies encourage CRM adoption and facilitate market growth.

Global Customer Relationship Management Software Market: Segmentation Analysis

The Global Customer Relationship Management Software Market is Segmented on the basis of Deployment, Organization Size, And Geography.

Customer Relationship Management Software Market, By Deployment

Cloud Based

On-Premise

Based on Deployment, the market is bifurcated into Cloud-Based, and On-Premise. The Cloud-Based segment is dominating the CRM Software Market due to several factors. It offers scalability, flexibility, and cost-effectiveness compared to on-premise solutions. Cloud-based CRM allows easier access to data, supports remote work environments, and requires lower initial investment in infrastructure, driving its widespread adoption among businesses of all sizes.

Customer Relationship Management Software Market, By Organization Size

SMEs

Large Enterprises

Based on Organization size, the market is bifurcated into SMEs, and Large Enterprises. In the CRM Software Market, Large Enterprises dominate the segment due to their greater resources, extensive operations, and complex customer management needs. Large enterprises often prioritize advanced CRM functionalities, scalability, and integration capabilities, which are more readily available with CRM solutions tailored for their size and requirements.

Key Players

The "Global Customer Relationship Management Software Market" study report will provide valuable insight emphasizing the global market. The major players in the market are Salesforce, Microsoft Corporation (Microsoft Dynamics 365), Oracle Corporation (Oracle CRM), SAP SE (SAP CRM), Adobe Inc. (Adobe Experience Cloud), Zoho Corporation (Zoho CRM), HubSpot, IBM Corporation (IBM Watson Customer Engagement), SugarCRM Inc., Freshworks Inc. (Freshsales), Insightly, Pipedrive.

Our market analysis also entails a section solely dedicated for such major players wherein our analysts provide an insight to 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

• In May 2022, Nylas, a provider of communication APIs for workflow automation, collaborated with Market Leader, a pioneer in real estate lead generation, custom websites, CRM, and marketing software. They partnered with the University of Portland's Shiley School of Engineering to develop a bring-your-own-inbox system using the NylasEmail API. The initiative aims to integrate email directly into CRM platforms, enhancing agent efficiency by allowing them to use their existing corporate email seamlessly.
• In March 2022, HubSpot announced a partnership with Pipe, an alternative financing platform. This collaboration provides HubSpot access to $100 million in fee-free funding for startup customers. The partnership enables startups to leverage HubSpot's CRM platform for business growth while accessing capital through Pipe, facilitating their expansion efforts.

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT 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 CUSTOMER RELATIONSHIP MANAGEMENT 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 CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT

• 5.1 Overview
• 5.2 Cloud Based
• 5.3 On-Premise

6 GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE MARKET, BY ORGANIZATION SIZE

• 6.1 Overview
• 6.2 SMEs
• 6.3 Large Enterprises

7 GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE MARKET, BY GEOGRAPHY

• 7.1 Overview
• 7.2 North America
  • 7.2.1 U.S.
  • 7.2.2 Canada
  • 7.2.3 Mexico
• 7.3 Europe
  • 7.3.1 Germany
  • 7.3.2 U.K.
  • 7.3.3 France
  • 7.3.4 Rest of Europe
• 7.4 Asia Pacific
  • 7.4.1 China
  • 7.4.2 Japan
  • 7.4.3 India
  • 7.4.4 Rest of Asia Pacific
• 7.5 Rest of the World
  • 7.5.1 Middle East & Africa
  • 7.5.2 Latin America

8 GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE MARKET COMPETITIVE LANDSCAPE

• 8.1 Overview
• 8.2 Company Market ranking
• 8.3 Key Development Strategies

9 COMPANY PROFILES

• 9.1 Salesforce
  • 9.1.1 Overview
  • 9.1.2 Financial Performance
  • 9.1.3 Product Outlook
  • 9.1.4 Key Developments
• 9.2 Microsoft Corporation (Microsoft Dynamics 365)
  • 9.2.1 Overview
  • 9.2.2 Financial Performance
  • 9.2.3 Product Outlook
  • 9.2.4 Key Developments
• 9.3 Oracle Corporation (Oracle CRM)
  • 9.3.1 Overview
  • 9.3.2 Financial Performance
  • 9.3.3 Product Outlook
  • 9.3.4 Key Developments
• 9.4 SAP SE (SAP CRM)
  • 9.4.1 Overview
  • 9.4.2 Financial Performance
  • 9.4.3 Product Outlook
  • 9.4.4 Key Developments
• 9.5 Adobe Inc. (Adobe Experience Cloud)
  • 9.5.1 Overview
  • 9.5.2 Financial Performance
  • 9.5.3 Product Outlook
  • 9.5.4 Key Developments
• 9.6 Zoho Corporation (Zoho CRM)
  • 9.6.1 Overview
  • 9.6.2 Financial Performance
  • 9.6.3 Product Outlook
  • 9.6.4 Key Developments
• 9.7 HubSpot
  • 9.7.1 Overview
  • 9.7.2 Financial Performance
  • 9.7.3 Product Outlook
  • 9.7.4 Key Developments
• 9.8 IBM Corporation (IBM Watson Customer Engagement)
  • 9.8.1 Overview
  • 9.8.2 Financial Performance
  • 9.8.3 Product Outlook
  • 9.8.4 Key Developments
• 9.9 SugarCRM Inc.
  • 9.9.1 Overview
  • 9.9.2 Financial Performance
  • 9.9.3 Product Outlook
  • 9.9.4 Key Developments
• 9.10 Freshworks Inc. (Freshsales)
  • 9.10.1 Overview
  • 9.10.2 Financial Performance
  • 9.10.3 Product Outlook
  • 9.10.4 Key Developments

10 APPENDIX

• 10.1 Related Research