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市場調查報告書
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1775462

CRM軟體市場：2025-2030年預測

CRM Software Market - Forecasts from 2025 to 2030
出版日期: | 出版商: Knowledge Sourcing Intelligence | 英文 144 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

CRM 軟體市場預計將從 2025 年的 877.84 億美元成長到 2030 年的 1,269.48 億美元，複合年成長率為 7.66%。

競爭加劇

各行各業競爭日益激烈是 CRM 軟體市場的主要驅動力。企業紛紛採用 CRM 解決方案來強化客戶關係、簡化銷售管道，並利用可操作資料提升競爭優勢。根據行業報告，到 2024 年，全球 CRM 採用率將成長 12%，其中零售、金融和醫療保健等行業將引領快速成長。 CRM 軟體透過自動化行銷、銷售和客戶服務流程來提高業務效率，使企業能夠管理大量客戶資料並優先安排客戶互動。預計這一趨勢將在預測期內顯著提振市場需求。

對業務效率的需求

CRM 解決方案對於管理複雜的行政業務（例如潛在客戶追蹤和客戶服務自動化）至關重要，使公司能夠專注於策略性客戶參與。 2023 年，人工智慧整合 CRM 平台（例如 Salesforce 的 Einstein GPT 和 Microsoft Dynamics 365 Copilot）的進步引入了預測分析並增強了個人化客戶體驗，推動了 CRM 的普及。這些工具減少了手動工作並改善了決策，因此 CRM 軟體對於希望最佳化業務和提高客戶忠誠度的企業至關重要。

市場區隔分析

按實施模型

CRM 軟體市場分為雲端 CRM 和本地 CRM。預計到 2028 年，雲端基礎市場將大幅成長，這得益於軟體即服務 (SaaS) 解決方案的快速普及。到 2024 年，雲端基礎CRM 將佔市場收益的 68%，這得益於低基礎設施成本、高敏捷性和彈性價格設定模式，使其成為預算有限的組織的理想選擇。 HubSpot 和 Zoho CRM 等平台由於擴充性和易於整合，在中小企業 (SME) 中的採用率不斷提高。本地解決方案由於其在資料安全和組織管理方面的優勢，保持著相當大的佔有率，尤其是在大型企業中。到 2023 年，銀行和政府等行業將青睞本地解決方案來保護敏感數據，這將進一步支持該市場的成長。

按公司規模

大型企業將主導市場，到2024年將佔超過55%的收入佔有率。這得益於它們擁有雄厚的預算，並致力於透過增強客戶參與來最大化投資收益（ROI）。 CRM解決方案使這些企業能夠簡化業務並優先實施以客戶為中心的策略。中小企業預計將迎來快速成長，因為它們將採用CRM工具來實現流程自動化並獲得競爭優勢。到2024年，中小企業將擴大採用價格實惠的SaaS解決方案來提高效率和客戶應對力，這將推動需求成長。

按功能

市場區隔為行銷自動化、銷售團隊自動化、客戶服務自動化等。負責最佳化潛在客戶管理和銷售預測的銷售團隊自動化在2024年引領了市場。受即時支援和個人化客戶互動需求的推動，客戶服務自動化正在快速成長。

地理洞察力

北美佔據著顯著的市場佔有率，這得益於其先進的技術基礎設施以及銷售團隊和微軟等美國主要CRM供應商的佈局。到2024年，該地區將佔全球CRM收益的40%，這得益於金融和零售業的高採用率。亞太地區是成長最快的地區，這得益於印度和中國等國家日益成長的數位化和商業競爭。到2023年，印度CRM市場將成長15%，這得益於中小企業對SaaS的採用。緊隨其後的是歐洲，在監管合規和數位轉型努力的支持下，該地區將實現穩步成長。

競爭考察

銷售團隊、微軟、Oracle和Zoho Corporation等主要企業以創新服務和強大品牌佔據市場主導地位。 2024年， 銷售團隊透過新的生成式人工智慧功能擴展了其人工智慧主導的CRM功能，微軟則將進階分析功能整合到Dynamics 365中。Oracle在2023年收購其客戶數據平台等策略性收購進一步鞏固了其市場地位。為了保持領先地位，這些公司正專注於提升用戶體驗和可擴展性。

市場挑戰

高昂的實施成本以及將 CRM 系統與現有基礎設施整合的複雜性，對中小型企業而言尤其具有挑戰性。資料隱私問題以及 GDPR 等法規的合規性也需要持續投資。此外，低價產品的競爭可能會限制價格敏感地區的市場滲透率。

本報告的主要優點

  • 深刻分析：獲得深入的市場洞察，重點關注客戶細分、政府政策和社會經濟因素、消費者偏好、垂直行業和其他細分市場，涵蓋主要地區和新興地區。
  • 競爭格局：了解全球主要企業所採用的策略策略，並了解正確策略帶來的潛在市場滲透。
  • 市場趨勢和促進因素：探索動態因素和關鍵市場趨勢以及它們將如何影響未來的市場發展。
  • 可行的建議：利用洞察力進行策略決策，在動態環境中開闢新的業務流和收益。
  • 適合廣泛的使用者：對於新興企業、研究機構、顧問公司、中小企業和大型企業來說都是有益且具有成本效益的。

它有什麼用途？

產業與市場考量、商業機會評估、產品需求預測、打入市場策略、地理擴張、資本支出決策、法律規範與影響、新產品開發、競爭影響

研究範圍

  • 2022 年至 2024 年的歷史數據和 2025 年至 2030 年的預測數據
  • 成長機會、挑戰、供應鏈前景、法律規範與趨勢分析
  • 競爭定位、策略和市場佔有率分析
  • 收益成長和預測包括國家在內的細分市場和地區分析
  • 公司概況（特別是財務狀況和關鍵發展）

目錄

第1章執行摘要

第2章市場概述

  • 市場概覽
  • 市場定義
  • 研究範圍
  • 市場區隔

第3章 經營狀況

  • 市場促進因素
  • 市場限制
  • 市場機會
  • 波特五力分析
  • 產業價值鏈分析
  • 政策法規
  • 策略建議

第4章 技術展望

第5章 CRM 軟體市場（依功能）

  • 介紹
  • 行銷自動化
  • 銷售支援
  • 自動化客戶服務
  • 潛在客戶管理
  • 分析和報告
  • 其他

第6章 CRM 軟體市場（依公司規模）

  • 介紹
  • 小型到中型
  • 大規模

第7章 CRM 軟體市場（按部署）

  • 介紹
  • 雲
  • 本地

第 8 章 CRM 軟體市場（按行業垂直分類）

  • 介紹
  • BFSI
  • 衛生保健
  • 零售
  • 資訊科技和通訊
  • 製造業
  • 其他

第9章 CRM 軟體市場（按地區）

  • 介紹
  • 北美洲
    • 按功能
    • 按公司規模
    • 按部署
    • 按行業
    • 按國家
      • 美國
      • 加拿大
      • 墨西哥
  • 南美洲
    • 按功能
    • 按公司規模
    • 按部署
    • 按行業
    • 按國家
      • 巴西
      • 阿根廷
      • 其他
  • 歐洲
    • 按功能
    • 按公司規模
    • 按部署
    • 按行業
    • 按國家
      • 英國
      • 德國
      • 法國
      • 西班牙
      • 其他
  • 中東和非洲
    • 按功能
    • 按公司規模
    • 按部署
    • 按行業
    • 按國家
      • 沙烏地阿拉伯
      • 阿拉伯聯合大公國
      • 其他
  • 亞太地區
    • 按功能
    • 按公司規模
    • 按部署
    • 按行業
    • 按國家
      • 中國
      • 日本
      • 印度
      • 韓國
      • 台灣
      • 其他

第10章競爭格局及分析

  • 主要企業和策略分析
  • 市場佔有率分析
  • 合併、收購、協議和合作
  • 競爭對手儀表板

第11章：公司簡介

  • Salesforce, Inc.
  • IBM Corporation
  • Microsoft Corporation
  • Oracle
  • SAP AG
  • Zoho Corporation Pvt. Ltd.
  • Insightly, Inc.
  • Nimble
  • SugarCRM Inc.
  • Infor Inc

第12章 附錄

  • 貨幣
  • 先決條件
  • 基準年和預測年時間表
  • 相關人員的主要利益
  • 調查方法
  • 簡稱
簡介目錄
Product Code: KSI061613573

The CRM Software Market is expected to grow from USD 87.784 billion in 2025 to USD 126.948 billion in 2030, at a CAGR of 7.66%.

Rising Business Competition

Increasing competition across diverse industry verticals is a primary driver of the CRM software market. Businesses are adopting CRM solutions to strengthen customer relationships, streamline sales pipelines, and leverage actionable data to gain a competitive edge. In 2024, global CRM adoption grew by 12%, with sectors like retail, finance, and healthcare leading the surge, according to industry reports. CRM software enhances operational efficiency by automating marketing, sales, and customer service processes, enabling companies to manage large volumes of client data and prioritize customer interactions. This trend is expected to significantly boost market demand over the forecast period.

Demand for Operational Efficiency

CRM solutions are critical for managing complex administrative tasks, such as lead tracking and customer service automation, allowing businesses to focus on strategic customer engagement. In 2023, advancements in AI-integrated CRM platforms, such as Salesforce's Einstein GPT and Microsoft Dynamics 365 Copilot, introduced enhanced predictive analytics and personalized customer experiences, driving adoption. These tools reduce manual workloads and improve decision-making, making CRM software indispensable for businesses aiming to optimize operations and enhance customer loyalty.

Market Segmentation Analysis

By Deployment Model

The CRM software market is segmented into cloud-based and on-premise deployments. The cloud-based segment is projected to experience significant growth through 2028, driven by the rapid adoption of Software as a Service (SaaS) solutions. In 2024, cloud-based CRM accounted for 68% of market revenue, fueled by low infrastructure costs, high mobility, and flexible pricing models, making it ideal for organizations with limited budgets. Platforms like HubSpot and Zoho CRM saw increased uptake among small and medium enterprises (SMEs) due to scalability and ease of integration. The on-premise segment retains a notable share, particularly among large enterprises, due to its advantages in data security and organizational control. In 2023, industries like banking and government favored on-premise solutions to safeguard sensitive data, supporting segment growth.

By Enterprise Size

Large enterprises dominate the market, holding over 55% of revenue in 2024, driven by their substantial budgets and focus on maximizing return on investment (ROI) through enhanced customer engagement. CRM solutions enable these organizations to streamline operations and prioritize customer-centric strategies. The SME segment is projected to grow rapidly, as these businesses adopt CRM tools to automate processes and gain a competitive edge. In 2024, SMEs increasingly leveraged affordable SaaS solutions to enhance efficiency and customer outreach, driving demand.

By Function

The market is segmented into marketing automation, salesforce automation, customer service automation, and others. Salesforce automation led in 2024, driven by its role in optimizing lead management and sales forecasting. Customer service automation is growing rapidly, fueled by demand for real-time support and personalized customer interactions.

Geographical Insights

North America holds a significant market share, driven by advanced technological infrastructure and the presence of major CRM providers like Salesforce and Microsoft in the U.S. In 2024, the region accounted for 40% of global CRM revenue, supported by high adoption in finance and retail. The Asia-Pacific region is the fastest-growing, propelled by increasing digitalization and business competition in countries like India and China. In 2023, India's CRM market grew by 15%, driven by SaaS adoption among SMEs. Europe follows, with steady growth supported by regulatory compliance and digital transformation initiatives.

Competitive Insights

Key players, including Salesforce, Microsoft, Oracle, and Zoho Corporation, dominate the market due to their innovative offerings and strong brand presence. In 2024, Salesforce expanded its AI-driven CRM capabilities with new generative AI features, while Microsoft integrated advanced analytics into Dynamics 365. Strategic acquisitions, such as Oracle's 2023 purchase of a customer data platform, further strengthened market positions. These companies focus on enhancing user experience and scalability to maintain leadership.

Market Challenges

High implementation costs and complexity of integrating CRM systems with existing infrastructure pose challenges, particularly for SMEs. Data privacy concerns and compliance with regulations like GDPR also require ongoing investment. Additionally, competition from low-cost alternatives may limit market penetration in price-sensitive regions.

Key Benefits of this Report:

  • Insightful Analysis: Gain detailed market insights covering major as well as emerging geographical regions, focusing on customer segments, government policies and socio-economic factors, consumer preferences, industry verticals, and other sub-segments.
  • Competitive Landscape: Understand the strategic maneuvers employed by key players globally to understand possible market penetration with the correct strategy.
  • Market Drivers & Future Trends: Explore the dynamic factors and pivotal market trends and how they will shape future market developments.
  • Actionable Recommendations: Utilize the insights to exercise strategic decisions to uncover new business streams and revenues in a dynamic environment.
  • Caters to a Wide Audience: Beneficial and cost-effective for startups, research institutions, consultants, SMEs, and large enterprises.

What do businesses use our reports for?

Industry and Market Insights, Opportunity Assessment, Product Demand Forecasting, Market Entry Strategy, Geographical Expansion, Capital Investment Decisions, Regulatory Framework & Implications, New Product Development, Competitive Intelligence

Report Coverage:

  • Historical data from 2022 to 2024 & forecast data from 2025 to 2030
  • Growth Opportunities, Challenges, Supply Chain Outlook, Regulatory Framework, and Trend Analysis
  • Competitive Positioning, Strategies, and Market Share Analysis
  • Revenue Growth and Forecast Assessment of segments and regions including countries
  • Company Profiling (Strategies, Products, Financial Information, and Key Developments among others.

CRM Software Market Segmentation

By Function

  • Marketing Automation
  • Sales Force Automation
  • Customer Service Automation
  • Lead Management
  • Analytics & Reporting
  • 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
  • Indonesia
  • Thailand
  • Taiwan
  • Others

TABLE OF CONTENTS

1. EXECUTIVE SUMMARY

2. MARKET SNAPSHOT

  • 2.1. Market Overview
  • 2.2. Market Definition
  • 2.3. Scope of the Study
  • 2.4. Market Segmentation

3. BUSINESS LANDSCAPE

  • 3.1. Market Drivers
  • 3.2. Market Restraints
  • 3.3. Market Opportunities
  • 3.4. Porter's Five Forces Analysis
  • 3.5. Industry Value Chain Analysis
  • 3.6. Policies and Regulations
  • 3.7. Strategic Recommendations

4. TECHNOLOGICAL OUTLOOK

5. CRM SOFTWARE MARKET BY FUNCTION

  • 5.1. Introduction
  • 5.2. Marketing Automation
  • 5.3. Sales Force Automation
  • 5.4. Customer Service Automation
  • 5.5. Lead Management
  • 5.6. Analytics & Reporting
  • 5.7. Others

6. CRM SOFTWARE MARKET BY ENTERPRISE SIZE

  • 6.1. Introduction
  • 6.2. Small and Medium
  • 6.3. Large

7. CRM SOFTWARE MARKET BY DEPLOYMENT

  • 7.1. Introduction
  • 7.2. Cloud
  • 7.3. On-premise

8. CRM SOFTWARE MARKET BY INDUSTRY VERTICAL

  • 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 BY GEOGRAPHY

  • 9.1. Introduction
  • 9.2. North America
    • 9.2.1. By Function
    • 9.2.2. By Enterprise Size
    • 9.2.3. By Deployment
    • 9.2.4. By Industry Verticals
    • 9.2.5. By Country
      • 9.2.5.1. USA
      • 9.2.5.2. Canada
      • 9.2.5.3. Mexico
  • 9.3. South America
    • 9.3.1. By Function
    • 9.3.2. By Enterprise Size
    • 9.3.3. By Deployment
    • 9.3.4. By Industry Verticals
    • 9.3.5. By Country
      • 9.3.5.1. Brazil
      • 9.3.5.2. Argentina
      • 9.3.5.3. Others
  • 9.4. Europe
    • 9.4.1. By Function
    • 9.4.2. By Enterprise Size
    • 9.4.3. By Deployment
    • 9.4.4. By Industry Verticals
    • 9.4.5. By Country
      • 9.4.5.1. United Kingdom
      • 9.4.5.2. Germany
      • 9.4.5.3. France
      • 9.4.5.4. Spain
      • 9.4.5.5. Others
  • 9.5. Middle East and Africa
    • 9.5.1. By Function
    • 9.5.2. By Enterprise Size
    • 9.5.3. By Deployment
    • 9.5.4. By Industry Verticals
    • 9.5.5. By Country
      • 9.5.5.1. Saudi Arabia
      • 9.5.5.2. UAE
      • 9.5.5.3. Others
  • 9.6. Asia Pacific
    • 9.6.1. By Function
    • 9.6.2. By Enterprise Size
    • 9.6.3. By Deployment
    • 9.6.4. By Industry Verticals
    • 9.6.5. By Country
      • 9.6.5.1. China
      • 9.6.5.2. Japan
      • 9.6.5.3. India
      • 9.6.5.4. South Korea
      • 9.6.5.5. Taiwan
      • 9.6.5.6. Others

10. COMPETITIVE ENVIRONMENT AND ANALYSIS

  • 10.1. Major Players and Strategy Analysis
  • 10.2. Market Share Analysis
  • 10.3. Mergers, Acquisitions, Agreements, and Collaborations
  • 10.4. Competitive Dashboard

11. COMPANY PROFILES

  • 11.1. Salesforce, Inc.
  • 11.2. IBM Corporation
  • 11.3. Microsoft Corporation
  • 11.4. Oracle
  • 11.5. SAP AG
  • 11.6. Zoho Corporation Pvt. Ltd.
  • 11.7. Insightly, Inc.
  • 11.8. Nimble
  • 11.9. SugarCRM Inc.
  • 11.10. Infor Inc

12. APPENDIX

  • 12.1. Currency
  • 12.2. Assumptions
  • 12.3. Base and Forecast Years Timeline
  • 12.4. Key benefits for the stakeholders
  • 12.5. Research Methodology
  • 12.6. Abbreviations