市場調查報告書
商品編碼
1291585
客戶關係管理(CRM)市場:2023-2028年全球行業趨勢、佔有率、規模、成長、機會和預測Customer Relationship Management (CRM) Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2023-2028 |
2022年,全球客戶關係管理(CRM)市場規模達到574億美元。展望未來,IMARC Group預計,到2028年,市場規模將達到1103億美元,在2023-2028年期間表現出11.2%的成長率(CAGR)。
客戶關係管理,或稱CRM,指的是企業採用的各種解決方案和軟體,以管理與客戶的外部互動和關係。它存儲客戶數據,識別銷售機會,保持服務問題或投訴的記錄,並管理行銷活動。它還通過提供對集中式數據庫的即時訪問,協助企業簡化銷售、會計和管理,從而消除不必要的文書工作,加快溝通速度。近年來,CRM解決方案在眾多行業獲得了巨大的吸引力,包括銀行、金融服務和保險(BFSI)、電信、零售、醫療保健、政府和教育。
CRM解決方案有助於加強客戶服務,建立更強大的品牌-客戶關係,並改善客戶保留和獲取。因此,為獲得更好的客戶體驗而對自動化客戶參與的需求不斷升級,是推動市場成長的主要因素。除此之外,個人擴大使用社交媒體平台等數位管道與品牌互動,也增加了對CRM解決方案的需求。此外,企業正在採用有效的工具來處理客戶數據,並利用可操作的洞察力來做出明智的商業決策。同時,從推式行銷到拉式行銷的偏好轉變,也推動了市場的成長。此外,由於最近冠狀病毒疾病(COVID-19)的爆發,在家工作(WFH)政策的廣泛採用正在鼓勵企業採用CRM解決方案,在遠程工作環境中與客戶進行有效互動。此外,CRM軟體與物聯網(IoT)、人工智慧(AI)和巨量資料等先進技術的日益融合,正在催化產品需求。其他因素,包括雲解決方案的日益普及、快速數位化和商業智慧的技術進步,也正在創造一個積極的市場前景。
The global customer relationship management (CRM) market size reached US$ 57.4 Billion in 2022. Looking forward, IMARC Group expects the market to reach US$ 110.3 Billion by 2028, exhibiting a growth rate (CAGR) of 11.2% during 2023-2028.
Customer relationship management, or CRM, refers to various solutions and software employed by organizations to manage the external interactions and relationships with customers. It stores the customer data, identify sales opportunities, maintain a record of service issues or complaints, and manage marketing campaigns. It also assists businesses in streamlining sales, accounting, and management by providing real-time access to a centralized database, thus eliminating the need for unnecessary paperwork and speeding up communication. In recent years, CRM solutions have gained immense traction across numerous industries, including banking, financial services and insurance (BFSI), telecommunications, retail, healthcare, government, and education.
CRM solutions help enhance customer service, build stronger brand-customer relationships, and improve customer retention and acquisition. As a result, the escalating demand for automated customer engagement for better customer experience represents the primary factor driving the market growth. Besides this, the growing usage of digital channels like social media platforms by individuals to interact with brands is augmenting the demand for CRM solutions. Additionally, enterprises are employing efficient tools to handle customer data and utilize actionable insights to make informed business decisions. Along with this, the shifting preferences from push marketing to pull marketing are propelling the market growth. Furthermore, the widespread adoption of work-from-home (WFH) policies due to the recent coronavirus disease (COVID-19) outbreak is encouraging organizations to adopt CRM solutions to interact with customers effectively in a remote-working environment. Moreover, the increasing integration of CRM software with advanced technologies, such as the Internet of Things (IoT), artificial intelligence (AI), and big data, are catalyzing the product demand. Other factors, including the growing popularity of cloud solutions, rapid digitization, and technological advancements in business intelligence, are also creating a positive market outlook.
IMARC Group provides an analysis of the key trends in each sub-segment of the global customer relationship management (CRM) market report, along with forecasts at the global, regional and country level from 2023-2028. Our report has categorized the market based on component, deployment mode, organization size, application and industry vertical
Software
Services
On-premises
Cloud-based
Small and Medium-sized Enterprises
Large Enterprises
Customer Service
Customer Experience Management
CRM Analytics
Marketing Automation
Salesforce Automation
Others
BFSI
Retail
Healthcare
IT and Telecom
Discrete Manufacturing
Government and Education
Others
North America
United States
Canada
Asia-Pacific
China
Japan
India
South Korea
Australia
Indonesia
Others
Europe
Germany
France
United Kingdom
Italy
Spain
Russia
Others
Latin America
Brazil
Mexico
Others
Middle East and Africa
The competitive landscape of the industry has also been examined along with the profiles of the key players being Adobe Inc., Cisco Systems Inc., Insightly Inc., International Business Machines Corporation, Microsoft Corporation, Oracle Corporation, Pegasystems Inc., Ramco Systems Limited, Sage Group plc, Salesforce.com Inc., SAP SE, SugarCRM Inc. and Zoho Corporation Private Limited.
Key Questions Answered in This Report
1. What was the size of the global customer relationship management (CRM) market in 2022?
2. What is the expected growth rate of the global customer relationship management (CRM) market during 2023-2028?
3. What are the key factors driving the global customer relationship management (CRM) market?
4. What has been the impact of COVID-19 on the global customer relationship management (CRM) market?
5. What is the breakup of the global customer relationship management (CRM) market based on the component?
6. What is the breakup of the global customer relationship management (CRM) market based on the deployment mode?
7. What is the breakup of the global customer relationship management (CRM) market based on the organization size?
8. What is the breakup of the global customer relationship management (CRM) market based on the application?
9. What is the breakup of the global customer relationship management (CRM) market based on the industry vertical?
10. What are the key regions in the global customer relationship management (CRM) market?
11. Who are the key players/companies in the global customer relationship management (CRM) market?