CRM Software Market Size, Share, Opportunities, COVID 19 Impact, And Trends By Function (Marketing Automation, Sales Force Automation, Customer Service Automation, Others), By Enterprise Size (Small And Medium, Large), By Deployment (Cloud, On-premise), By Industry Verticals (BFSI, Healthcare, Retail, IT And Telecom, Manufacturing And Others) And By Geography - Forecasts From 2020 To 2025

Published:  May 2021 Report Code: KSI061613573 Pages: 135

The CRM software market was valued at US$55.314 billion in 2019. Customer Relationship Management (CRM) refers to an approach by which the organizations maintain and manage the interaction with the present and potential customers, with an aim to build and keep up the loyalty of the organization towards its customers. CRM solutions or CRM software refer to the data-driven software solutions that enable the organization to enhance its interaction with the customers.

These solutions help the organizations to maintain their relationships with the customers and other functions such as pipeline, tracking of sales leads, and further delivering actionable data. These solutions have the ability to streamline the growing complexities of the administrative processes of the business across the marketing, services, and sales divisions of the companies, and further enable the organization to incline the focus toward maintaining its relationships with the customers.

The major factor that is driving the customer relationship management (CRM) software market growth is the rising competition across the businesses falling under the numerous verticals which are leading to various approaches by these organizations to increase their business. This software increases the operational efficiency of the companies as it helps to manage the optimum level of interaction with the customers and helps to handle vast information regarding the clients which is also considered to be a key factor positively impacting the CRM software market growth in the next five years.

The recent outbreak of the novel COVID-19 disease throughout the globe is anticipated to be a key factor that is expected to shape the growth of the CRM software market during the period of the next eight to twelve months. The virus outbreak, which has already been declared a pandemic by the WHO, is difficult to contain which is evident from the exponential increase in the number of confirmed cases across the globe. However, governments have already enforced strict social distancing and quarantine measures. Also, the mandatory work from home policies that have been implemented in almost every country of the world has led the organizations to tap the potential of the market and deal with their customers in every possible manner they can be it by closing their sales or resolving the issues. Additionally, the crisis has created an environment where the companies are expected to remotely collaborate with their clients, thus providing an impetus for the market to grow during the short run.

The CRM software market has been segmented on the basis of function, enterprise size, deployment, industry vertical, and geography. On the basis of function, the CRM software market has been segmented into marketing automation, salesforce automation, customer service automation, and others. On the basis of enterprise size, the classification of the market has been done into small & medium, and large enterprises. On the basis of deployment, the market has been segmented on the basis of on-premise and cloud. Geographically, the ERP software market has been segmented into North America, South America, Europe, the Middle East and Africa, and the Asia Pacific.

Cloud-based deployment to show a notable growth

On the basis of the deployment model, the cloud-based deployment segment is anticipated to show decent growth throughout the forecast period. The major factors that bolster the growth of this segment include the rapid-growth cloud computing across the numerous industry verticals. Furthermore, the burgeoning adoption of SaaS (Software as Service) across the organizations with low budgets due to the high mobility, low infrastructural investments, and also flexibility in costs.

The on-premise segment is anticipated to hold a considerable share during the next five years owing to various benefits such as full organization control over the activities coupled with the security and the safety of the company’s crucial data which is also bolstering the growth of this segment during the next five years.

Large enterprise to hold a considerable share

Based on enterprise size, the large enterprises are projected to hold a considerable share throughout the forecast period on account of higher budget capabilities coupled with the growing focus of the organizations falling under this category to achieve a better return on investments and maintain operational efficiency, by focusing more on customer interaction rather than operational tasks.

The small & medium enterprises segment is projected to show rapid growth on account of the high adoption of these solutions by the organizations falling under this category in order to attain a competitive edge in the business segment they are operating in as these tools automate business processes so that firms can focus more on important tasks and increase their business, thus positively driving the CRM software demand for this segment.

Key Developments

  • In April 2020, SugarCRM Inc., announced the launch of its cloud-based platform Sugar Integrate, as an enhancement for its time-aware CX platform, CRM, marketing automation, and customer service. The company aimed to Eliminate Data Silos and further help the organizations for achieving a seamless view of the customer’s journey.
  • In September 2019, Insightly announced the launch of its latest offering. The first-ever CRM Platform that unifies sales, marketing, and project management.
  • In July 2019, Pipedrive announced the enhancements done by it to its top-rated CRM platform with new AI-enabled capabilities with an aim to help the organizations to achieve their sales goals with the latest AI sales assistant added to this offering.
  • In June 2019, Nimble announced its latest offering NIMBLE 5.0 which is a new relationship management collaboration. This tool will deliver a new UI along with integrations into Office 365 and Azure.
  • In April 2019, Nimble announced the signing of a reseller agreement with its Gold Microsoft Partner SherWeb to deliver a simple CRM for Office 365.

Competitive Insights

Prominent key market players in the CRM software market include Microsoft Corporation, SAP, Oracle, IBM, and Zoho Corporation among others. These companies hold a noteworthy share in the market on account of their good brand image and product Functions.

Major players in the CRM software market have been covered along with their relative competitive position and strategies. The report also mentions recent deals and investments of different market players over the last two years.

CRM Software Market Scope:
Report Metric Details
 Market size value in 2019  US$55.314 billion
 Growth Rate  CAGR during the forecast period
 Base year  2019
 Forecast period  2020–2025
 Forecast Unit (Value)  USD Billion
 Segments covered  Function, Enterprise Size, Deployment, Industry Verticals, And Geography
 Regions covered  North America, South America, Europe, Middle East and Africa, Asia Pacific
 Companies covered  Salesforce.com, inc., IBM Corporation, Microsoft Corporation, Oracle, SAP SE, Zoho   Corporation Pvt. Ltd., Insightly, Inc., Nimble, SugarCRM
 Customization scope  Free report customization with purchase
   

 

Segmentation

  • By Function
    • Marketing Automation
    • Sales Force Automation
    • Customer Service Automation
    • Others
  • By Enterprise Size
    • Small and Medium
    • Large
  • By Deployment
    • Cloud
    • On-premise
  • By Industry Verticals
    • BFSI
    • Healthcare
    • Retail
    • IT and Telecom
    • Manufacturing
    • Others
  •  By Geography
    • North America
      • USA
      • Canada
      • Mexico
    • South America
      • Brazil
      • Argentina
      • Others
    • Europe
      • Germany
      • France
      • United Kingdom
      • Spain
      • Others
    • Middle East and Africa
      • Saudi Arabia
      • Israel
      • Others
    • Asia Pacific
      • China
      • Japan
      • South Korea
      • India
      • Others

Frequently Asked Questions (FAQs)

Q1. What is the size of the global CRM software market?
A1. CRM Software Market was valued at US$55.314 billion in 2019. 


Q2. Who are the major players in the CRM software market?
A2. Prominent key market players in the CRM software market include Microsoft Corporation, SAP, Oracle, IBM, and Zoho Corporation among others. 


Q3. How is the global CRM software market segmented?
A3. The CRM software market has been segmented on the basis of function, enterprise size, deployment, industry vertical, and geography.  


Q4. What factors are anticipated to drive the CRM software market growth?
A4. The major factors that are driving the customer relationship management (CRM) software market growth is the rising competition across the businesses falling under the numerous verticals which are leading to various approaches by these organizations to increase their business. 


Q5. What is the base year considered in the CRM software market report?
A5. 2019 has been taken as the base year in the CRM software market.

1. Introduction
1.1. Market Definition
1.2. Market Segmentation
 
2. Research Methodology
2.1. Research Data
2.2. Assumptions
 
3. Executive Summary
3.1. Research Highlights
 
4. Market Dynamics
4.1. Market Drivers
4.2. Market Restraints
4.3. Porters Five Forces Analysis
4.3.1. Bargaining Power of Suppliers
4.3.2. Bargaining Power of Buyers
4.3.3. Threat of New Entrants
4.3.4. Threat of Substitutes
4.3.5. Competitive Rivalry in the Industry
4.4. Industry Value Chain Analysis
 
5. CRM Software Market Analysis, By Function
5.1. Introduction
5.2. Customer Relationship Management
5.3. Human Resource
5.4. Finance
5.5. Others
 
6. CRM Software Market Analysis, By Enterprise Size
6.1. Introduction
6.2. Small and Medium
6.3. Large
 
7. CRM Software Market Analysis, By Deployment
7.1. Introduction
7.2. Cloud
7.3. On-premise
 
8. CRM Software Market Analysis, By Industry Verticals
8.1. Introduction
8.2. BFSI
8.3. Healthcare
8.4. Retail
8.5. IT and Telecom
8.6. Manufacturing
8.7. Others
 
9. CRM Software Market Analysis, By Geography
9.1. Introduction
9.2. North America
9.2.1. North America CRM Software Market, By Enterprise Size, 2019 to 2025
9.2.2. North America CRM Software Market, By Deployment, 2019 to 2025
9.2.3. North America CRM Software Market, By Industry Verticals, 2019 to 2025
9.2.4. By Country
9.2.4.1. USA
9.2.4.2. Canada
9.2.4.3. Mexico
9.3. South America
9.3.1. South America CRM Software Market, By Enterprise Size, 2019 to 2025
9.3.2. South America CRM Software Market, By Deployment, 2019 to 2025
9.3.3. South America CRM Software Market, By Industry Verticals, 2019 to 2025
9.3.4. By Country
9.3.4.1. Brazil
9.3.4.2. Argentina
9.3.4.3. Others
9.4. Europe
9.4.1. Europe CRM Software Market, By Enterprise Size, 2019 to 2025
9.4.2. Europe CRM Software Market, By Deployment, 2019 to 2025
9.4.3. Europe CRM Software Market, By Industry Verticals, 2019 to 2025
9.4.4. By Country
9.4.4.1. Germany
9.4.4.2. France
9.4.4.3. United Kingdom
9.4.4.4. Spain
9.4.4.5. Others
9.5. Middle East and Africa
9.5.1. Middle East and Africa CRM Software Market, By Enterprise Size, 2019 to 2025
9.5.2. Middle East and Africa CRM Software Market, By Deployment, 2019 to 2025
9.5.3. Middle East and Africa CRM Software Market, By Industry Verticals, 2019 to 2025
9.5.4. By Country
9.5.4.1. Saudi Arabia
9.5.4.2. Israel
9.5.4.3. Others
9.6. Asia Pacific
9.6.1. Asia Pacific CRM Software Market, By Enterprise Size, 2019 to 2025
9.6.2. Asia Pacific CRM Software Market, By Deployment, 2019 to 2025
9.6.3. Asia Pacific CRM Software Market, By Industry Verticals, 2019 to 2025
9.6.4. By Country
9.6.4.1. China
9.6.4.2. Japan
9.6.4.3. South Korea
9.6.4.4. India
9.6.4.5. Others
 
10. Competitive Environment and Analysis
10.1. Major Players and Strategy Analysis
10.2. Emerging Players and Market Lucrativeness
10.3. Mergers, Acquisitions, Agreements, and Collaborations
10.4. Vendor Competitiveness Matrix
 
11. Company Profiles
11.1. Salesforce.com, inc.
11.2. IBM Corporation
11.3. Microsoft Corporation
11.4. Oracle
11.5. SAP SE
11.6. Zoho Corporation Pvt. Ltd.
11.7. Insightly, Inc.
11.8. Nimble
11.9. SugarCRM

Salesforce.com, inc.

IBM Corporation

Microsoft Corporation

Oracle

SAP SE

Zoho Corporation Pvt. Ltd.

Insightly, Inc.

Nimble

SugarCRM

Pricing

Explore Custom Options available with this study:

  •  Request customization
  •  Buy sections of the study
  •  Buy country specific report
  •  Request excel, Historical data
  •  Subscription inquiry
  •  Request special pricing

Our Value Proposition

Analyst Support

All our studies come with 2 months of analyst support.


Confidentiality

We are in compliance with the global privacy laws.

Connect With Us