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PUBLISHER: BCC Research | PRODUCT CODE: 1280004
PUBLISHER: BCC Research | PRODUCT CODE: 1280004
Customer Relationship Management (CRM) Software: Global Markets
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PAGES: 161 Pages
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Highlights:
The global CRM software market reached $56.2 billion in 2022 and should reach $103.5 billion by 2027, with a compound annual growth rate (CAGR) of 13% during the forecast period of 2022-2027.
Retail segment of the global CRM software market reached $14.3 billion in 2022 and should reach $25.3 billion by 2027, with a CAGR of 12.1% during the forecast period of 2022-2027.
IT and telecom segment of the global CRM software market reached $12.6 billion in 2022 and should reach $26.6 billion by 2027, with a CAGR of 16.1% during the forecast period of 2022-2027.
Report Scope:
This report provides an overview of the global market for customer relationship management (CRM) software and analyzes market trends. Using 2021 as the base year, the report provides estimated market data for the forecast period 2022 through 2027. Revenue forecasts for this period are segmented based on component, deployment, organization size, application, end-use industry and region.
The report also focuses on the major trends and challenges that affect the market and the competitive landscape. It explains the current market trends and provides detailed profiles of the major players and strategies to enhance market presence. The report estimates the size of the global CRM software market in 2021 and provides projections of the expected market size through 2027.
Report Includes:
- 48 data tables and 34 additional tables
- A brief general outlook of the global markets for customer relationship management (CRM) software
- Analyses of the global market trends, with historic market revenue data (sales figures) for 2021, estimates for 2022, forecasts for 2023 and 2025, and projections of compound annual growth rates (CAGRs) through 2027
- Estimation of the actual market size and revenue forecast for the global CRM software market, and corresponding market share analysis based on the component, deployment, organization size, application, end-use industry, and region
- Identification of viable technology drivers through a comprehensive look at various forms of CRM software, application industries, and adoption of CRM solutions across a broad spectrum of industry verticals
- Assessment of the global competitive landscape with an analysis of key market positing and global shares, as well as strategies for key solution providers of CRM software and related cloud computing technologies
- Discussion of the key underlying trends (both current and emerging) related to CRM software market, value chain analysis, regulatory environment, use cases, and the impact of industry-specific and region-specific macroeconomic variables on the progress of this market
- A relevant patent analysis on CRM software technologies and review of recent key granted patents
- Company profiles of major players within the industry, including Adobe Inc., Microsoft, Sage Group plc., Salesforce Inc., SAP SE, and ServiceNow
Product Code: IFT196B
Table of Contents
Chapter 1 Introduction
- 1.1 Overview
- 1.2 Components of CRM
- 1.3 Study Goals and Objectives
- 1.4 Scope of Report
- 1.5 What's New in this Update?
- 1.6 Intended Audiences
- 1.7 Information Sources
- 1.8 Research Methodology
- 1.9 Geographic Breakdown
- 1.10 Analyst's Credentials
- 1.11 BCC Custom Research
- 1.12 Related BCC Research Reports
Chapter 2 Executive Summary and Highlights
Chapter 3 Industry Outlook
- 3.1 Market Overview
- 3.2 Value Chain Analysis
- 3.2.1 Customer Portfolio Analysis (CPA)
- 3.2.2 Customer Intimacy
- 3.2.3 Network Development
- 3.2.4 Value Proposition Development
- 3.2.5 Relationship Management
- 3.3 PESTEL Analysis
- 3.4 SWOT Analysis
- 3.5 CRM Software Trends
- 3.5.1 Age of Customer Experience
- 3.5.2 The Role of Artificial Intelligence (AI)
- 3.5.3 Mobile CRM
- 3.5.4 Socialization through CRM
- 3.5.5 More User-Friendly
- 3.5.6 Not Possible in a Vacuum
- 3.5.7 Channel-free CRM
- 3.6 Regulatory Compliance
- 3.6.1 General Data Protection Regulation (GDPR)
- 3.6.2 Health Insurance Portability and Accountability Act (HIPAA) Compliance
- 3.7 CRM Software Case Studies
- 3.7.1 Case Study 1
- 3.7.2 Case Study 2
- 3.7.3 Case Study 3
- 3.7.4 Case Study 4
- 3.7.5 Case Study 5
- 3.7.6 Case Study 6
- 3.7.7 Case Study 7
- 3.7.8 Case Study 8
- 3.7.9 Case Study 9
- 3.7.10 Case Study 10
- 3.7.11 Case Study 11
- 3.7.12 Case Study 12
- 3.7.13 Case Study 13
- 3.7.14 Case Study 14
- 3.7.15 Case Study 15
- 3.7.16 Case Study 16
- 3.7.17 Case Study 17
- 3.7.18 Case Study 18
- 3.7.19 Case Study 19
- 3.7.20 Case Study 20
- 3.8 COVID-19 and the CRM Software Market
Chapter 4 Market Dynamics
- 4.1 Overview
- 4.2 Market Drivers
- 4.2.1 CRM Software in Developing Nations
- 4.2.2 Customer Retention
- 4.2.3 Social Media Channels and CRM Platforms
- 4.3 Market Challenges
- 4.3.1 Increasing Security Threats Over CRM Stored Data
- 4.3.2 Expensive Initial Cost of CRM Software
- 4.4 Market Opportunities
- 4.4.1 Integration of AI
- 4.4.2 Cloud-Based CRM
Chapter 5 Market Breakdown by Business Segment
- 5.1 Overview
- 5.2 Software
- 5.2.1 Operational CRM
- 5.2.2 Analytical CRM
- 5.2.3 Collaborative CRM
- 5.3 Services
- 5.3.1 Consulting Services
- 5.3.2 Implementation Services
- 5.3.3 Training and Support Services
Chapter 6 Market Breakdown by Deployment
- 6.1 Overview
- 6.2 Cloud
- 6.3 On-premise
Chapter 7 Market Breakdown by Organization Size
- 7.1 Overview
- 7.2 Large Organizations
- 7.3 Small and Medium Organizations
Chapter 8 Market Breakdown by Application
- 8.1 Overview
- 8.2 Sales and Marketing
- 8.3 CRM Analytics
- 8.4 Lead Generation
- 8.5 Customer Support
- 8.6 Customer Experience Management
- 8.7 Other Applications
- 8.7.1 Customer Service
- 8.7.2 Digital Commerce
- 8.7.3 Social Media Engagement
Chapter 9 Market Breakdown by End-Use Industry
- 9.1 Overview
- 9.2 BFSI
- 9.3 Retail
- 9.4 IT and Telecom
- 9.5 Healthcare
- 9.6 Transportation and Logistics
- 9.7 Other End-Use Industries
- 9.7.1 Government
- 9.7.2 Education
- 9.7.3 Media and Entertainment
- 9.7.4 Discrete Manufacturing
- 9.7.5 Energy and Utility
Chapter 10 Market Breakdown by Region
- 10.1 Overview
- 10.2 North America
- 10.2.1 United States
- 10.2.2 Canada
- 10.2.3 Mexico
- 10.3 Europe
- 10.3.1 United Kingdom
- 10.3.2 Germany
- 10.4 Asia-Pacific
- 10.4.1 China
- 10.4.2 India
- 10.4.3 Japan
- 10.5 Latin America
- 10.5.1 Brazil
- 10.5.2 Middle East and Africa
Chapter 11 Patent Analysis
- 11.1 Recently Granted Patents
Chapter 12 Competitive Landscape
- 12.1 Vendor Landscape
- 12.2 Market Ranking Analysis
- 12.3 Strategy Analysis
Chapter 13 Company Profiles
- ADOBE INC.
- HUBSPOT INC.
- INFOR
- MICROSOFT
- NICE
- ORACLE
- PEGASYSTEMS INC.
- SAGE GROUP PLC
- SALESFORCE INC.
- SAP SE
- SERVICENOW
- SUGARCRM INC.
- VERINT SYSTEMS INC.
- ZENDESK
- ZOHO CORP., PVT. LTD.
Product Code: IFT196B
List of Tables
- Summary Table : Global Market for CRM Software, by End-Use Industry, Through 2027
- Table 1 : Global Market for CRM Software: PESTEL Analysis
- Table 2 : SWOT Analysis: Global CRM Software Market
- Table 3 : Global Market for CRM Software, by Business Segment, Through 2027
- Table 4 : Global Market for CRM Software, by Deployment, Through 2027
- Table 5 : Global Market for CRM Software, by Organization Size, Through 2027
- Table 6 : Global Market for CRM Software, by Application, Through 2027
- Table 7 : Global Market for CRM Software, by End-Use Industry, Through 2027
- Table 8 : Global Market for CRM Software, by Region, Through 2027
- Table 9 : North American Market for CRM Software, by Country, Through 2027
- Table 10 : North American Market for CRM Software, by Business Segment, Through 2027
- Table 11 : North American Market for CRM Software, by Deployment, Through 2027
- Table 12 : North American Market for CRM Software, by Organization Size, Through 2027
- Table 13 : North American Market for CRM Software, by Application, Through 2027
- Table 14 : North American Market for CRM Software, by End-Use Industry, Through 2027
- Table 15 : European Market for CRM Software, by Country, Through 2027
- Table 16 : European Market for CRM Software, by Business Segment, Through 2027
- Table 17 : European Market for CRM Software, by Deployment, Through 2027
- Table 18 : European Market for CRM Software, by Organization Size, Through 2027
- Table 19 : European Market for CRM Software, by Application, Through 2027
- Table 20 : European Market for CRM Software, by End-Use Industry, Through 2027
- Table 21 : Asia-Pacific Market for CRM Software, by Country, Through 2027
- Table 22 : Asia-Pacific Market for CRM Software, by Business Segment, Through 2027
- Table 23 : Asia-Pacific Market for CRM Software, by Deployment, Through 2027
- Table 24 : Asia-Pacific Market for CRM Software, by Organization Size, Through 2027
- Table 25 : Asia-Pacific Market for CRM Software, by Application, Through 2027
- Table 26 : Asia-Pacific Market for CRM Software, by End-Use Industry, Through 2027
- Table 27 : Latin American Market for CRM Software, by Country, Through 2027
- Table 28 : Latin American Market for CRM Software, by Business Segment, Through 2027
- Table 29 : Latin American Market for CRM Software, by Deployment, Through 2027
- Table 30 : Latin American Market for CRM Software, by Organization Size, Through 2027
- Table 31 : Latin American Market for CRM Software, by Application, Through 2027
- Table 32 : Latin American Market for CRM Software, by End-Use Industry, Through 2027
- Table 33 : Middle East and African Market for CRM Software, by Business Segment, Through 2027
- Table 34 : Middle East and African Market for CRM Software, by Deployment, Through 2027
- Table 35 : Middle East and African Market for CRM Software, by Organization Size, Through 2027
- Table 36 : Middle East and African Market for CRM Software, by Application, Through 2027
- Table 37 : Middle East and African Market for CRM Software, by End-Use Industry, Through 2027
- Table 38 : Vendor Landscape of the Global Market for CRM Software
- Table 39 : Players Ranking for CRM Software Market, 2021
- Table 40 : Strategy Analysis for Global CRM Software, by Market Player, Jan. 2019-April 2023
- Table 41 : Adobe Inc.: Financial Overview, 2020-2022
- Table 42 : Adobe Inc.: Product Benchmarking
- Table 43 : Adobe Inc.: Recent Developments, 2019-2022
- Table 44 : HubSpot Inc.: Financial Overview, 2020-2022
- Table 45 : HubSpot Inc.: Product Benchmarking
- Table 46 : HubSpot Inc.: Recent Developments, 2021 and 2022
- Table 47 : Infor: Product Benchmarking
- Table 48 : Infor: Recent Developments, 2019-2022
- Table 49 : Microsoft: Financial Overview, 2020-2022
- Table 50 : Microsoft: Product Benchmarking
- Table 51 : Microsoft: Recent Developments, 2020-2023
- Table 52 : NICE: Financial Overview, 2020-2022
- Table 53 : NICE: Product Benchmarking
- Table 54 : Oracle: Financial Overview, 2020-2022
- Table 55 : Oracle: Product Benchmarking
- Table 56 : Oracle: Recent Developments, 2019-2022
- Table 57 : Pegasystems Inc.: Financial Overview, 2020-2022
- Table 58 : Pegasystems Inc.: Product Benchmarking
- Table 59 : Pegasystems Inc.: Recent Developments, 2019-2022
- Table 60 : Sage Group plc: Financial Overview, 2020-2022
- Table 61 : Sage Group plc: Product Benchmarking
- Table 62 : Sage Group plc: Recent Developments, 2019-2022
- Table 63 : Salesforce Inc.: Financial Overview, 2020-2022
- Table 64 : Salesforce Inc.: Product Benchmarking
- Table 65 : Salesforce Inc.: Recent Developments, 2019-2022
- Table 66 : SAP SE: Financial Overview, 2020-2022
- Table 67 : SAP SE: Product Benchmarking
- Table 68 : SAP SE: Recent Developments, 2019-2022
- Table 69 : ServiceNow: Financial Overview, 2019-2021
- Table 70 : ServiceNow: Product Benchmarking
- Table 71 : ServiceNow: Recent Developments, 2019-2021
- Table 72 : SugarCRM Inc.: Product Benchmarking
- Table 73 : SugarCRM Inc.: Recent Developments, 2019-2021
- Table 74 : Verint Systems Inc.: Financial Overview, 2021-2023
- Table 75 : Verint Systems Inc.: Product Benchmarking
- Table 76 : Verint Systems Inc.: Recent Developments, 2019-2023
- Table 77 : Zendesk: Financial Overview, 2019-2021
- Table 78 : Zendesk: Product Benchmarking
- Table 79 : Zendesk: Recent Developments, 2019-2022
- Table 80 : Zoho Corp., Pvt. Ltd.: Product Benchmarking
- Table 81 : Zoho Corp., Pvt. Ltd.: Recent Developments, 2019-2023
List of Figures
- Summary Figure : Global Market Shares of CRM Software, by End-Use Industry, 2021
- Figure 1 : Value Chain Analysis of the Global CRM Software Market
- Figure 2 : CRM Software Market Trends
- Figure 3 : Global Market Dynamics for CRM Software
- Figure 4 : CRM Software Programs
- Figure 5 : Global Market Shares of CRM Software, by Business Segment, 2021
- Figure 6 : Global Market Shares of CRM Software, by Deployment, 2021
- Figure 7 : Global Market Shares of CRM Software, by Organization Size, 2021
- Figure 8 : Global Market Shares of CRM Software, by Application, 2021
- Figure 9 : Global Market Shares of CRM Software, by End-Use Industry, 2021
- Figure 10 : Global Market Shares of CRM Software, by Region, 2021
- Figure 11 : North American Market Shares of CRM Software, by Country, 2021
- Figure 12 : North American Market Shares of CRM Software, by Business Segment, 2021
- Figure 13 : North American Market Shares of CRM Software, by Deployment, 2021
- Figure 14 : North American Market Shares of CRM Software, by Organization Size, 2021
- Figure 15 : North American Market Shares of CRM Software, by Application, 2021
- Figure 16 : North American Market Shares of CRM Software, by End-Use Industry, 2021
- Figure 17 : European Market Shares of CRM Software, by Country, 2021
- Figure 18 : European Market Shares of CRM Software, by Business Segment, 2021
- Figure 19 : European Market Shares of CRM Software, by Deployment, 2021
- Figure 20 : European Market Shares of CRM Software, by Organization Size, 2021
- Figure 21 : European Market Shares of CRM Software, by Application, 2021
- Figure 22 : European Market Shares of CRM Software, by End-Use Industry, 2021
- Figure 23 : Asia-Pacific Market Shares of CRM Software, by Country, 2021
- Figure 24 : Asia-Pacific Market Shares of CRM Software, by Business Segment, 2021
- Figure 25 : Asia-Pacific Market Shares of CRM Software, by Deployment, 2021
- Figure 26 : Asia-Pacific Market Shares of CRM Software, by Organization Size, 2021
- Figure 27 : Asia-Pacific Market Shares of CRM Software, by Application, 2021
- Figure 28 : Asia-Pacific Market Shares of CRM Software, by End-Use Industry, 2021
- Figure 29 : Latin American Market Shares of CRM Software, by Country, 2021
- Figure 30 : Latin American Market Shares of CRM Software, by Business Segment, 2021
- Figure 31 : Latin American Market Shares of CRM Software, by Deployment, 2021
- Figure 32 : Latin American Market Shares of CRM Software, by Organization Size, 2021
- Figure 33 : Latin American Market Shares of CRM Software, by Application, 2021
- Figure 34 : Latin American Market Shares of CRM Software, by End-Use Industry, 2021
- Figure 35 : Middle East and African Market Shares of CRM Software, by Business Segment, 2021
- Figure 36 : Middle East and African Market Shares of CRM Software, by Deployment, 2021
- Figure 37 : Middle East and African Market Shares of CRM Software, by Organization Size, 2021
- Figure 38 : Middle East and African Market Shares of CRM Software, by Application, 2021
- Figure 39 : Middle East and African Market Shares of CRM Software, by End-Use Industry, 2021
- Figure 40 : Distribution Share of Developments in CRM Software, by Strategy, 2019-2023
- Figure 41 : Adobe Inc.: Revenue Share, by Business Segment, 2022
- Figure 42 : Adobe Inc.: Revenue Share, by Region, 2022
- Figure 43 : HubSpot Inc.: Revenue Share, by Business Segment, 2022
- Figure 44 : HubSpot Inc.: Revenue Share, by Region, 2022
- Figure 45 : Microsoft: Revenue Share, by Business Segment, 2022
- Figure 46 : Microsoft: Revenue Share, by Region, 2022
- Figure 47 : NICE: Revenue Share, by Business Segment, 2022
- Figure 48 : NICE: Revenue Share, by Region, 2022
- Figure 49 : Oracle: Revenue Share, by Business Segment, 2022
- Figure 50 : Oracle: Revenue Share, by Region, 2022
- Figure 51 : Pegasystems Inc.: Revenue Share, by Business Segment, 2022
- Figure 52 : Pegasystems Inc.: Revenue Share, by Region, 2022
- Figure 53 : Sage Group Plc: Revenue Share, by Business Segment, 2022
- Figure 54 : Sage Group Plc: Revenue Share, by Region, 2022
- Figure 55 : Salesforce Inc.: Revenue Share, by Business Segment, 2022
- Figure 56 : Salesforce Inc.: Revenue Share, by Region, 2022
- Figure 57 : SAP SE: Revenue Share, by Business Segment, 2022
- Figure 58 : SAP SE: Revenue Share, by Region, 2022
- Figure 59 : ServiceNow: Revenue Share, by Business Segment, 2021
- Figure 60 : ServiceNow: Revenue Share, by Region, 2021
- Figure 61 : Verint Systems Inc.: Revenue Share, by Region, 2023
- Figure 62 : Zendesk: Revenue Share, by Region, 2021
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