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客戶體驗/客戶參與

市場調查報告書

商品編碼

1733245

CRM 軟體市場（按部署、組織規模和地區分類），2026 年至 2032 年

CRM Software Market By Deployment (Cloud-Based, On-Premise), Organization Size (SMEs, Large Enterprises), & Region for 2026-2032

出版日期: 2025年04月30日 | 出版商:

Verified Market Research | 英文 202 Pages | 商品交期: 2-3個工作天內

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簡介目錄

CRM軟體市場評估 - 2026-2032

以客戶為中心的經營模式的需求和採用日益成長，尤其是在零售、醫療保健和銀行等行業。雲端基礎的CRM 解決方案的興起提供了靈活性、成本效益和易於擴展性，吸引了各種規模的企業。與人工智慧 (AI) 和數據分析等先進技術的整合正在增強 CRM 功能，提供更深入的客戶洞察和自動化。 2024 年 CRM 軟體需求將超過 782.8 億美元，到 2032 年將達到 2,078.4 億美元。

此外，對改善客戶體驗和客戶維繫的日益關注促使公司增加對 CRM 軟體的投資，進一步推動市場成長。這些因素推動了各行業 CRM 軟體使用量的上升，預計從 2026 年到 2032 年，複合年成長率將達到 14.32%。

CRM 軟體市場定義/概述

客戶關係管理 (CRM) 軟體是指透過儲存客戶資料、追蹤互動以及自動化銷售、行銷和客戶支援流程來管理企業與現有和潛在客戶互動的系統。它的用途涵蓋各行各業，幫助企業增強客戶參與度、改善銷售管理、簡化業務並提高整體客戶滿意度。由於人工智慧、雲端基礎的解決方案和高級分析技術的日益普及，CRM 軟體市場未來預計將出現顯著成長，使企業能夠提供個人化體驗並獲得有關客戶行為的寶貴見解。

以客戶為中心的經營模式日益成長的需求會推動 CRM 軟體市場的發展嗎？

以客戶為中心的經營模式的需求不斷成長，極大地推動了 CRM 軟體市場的成長。企業優先考慮個人化互動和數據主導的洞察來改善客戶體驗，從而導致 CRM 軟體的採用率更高。零售、醫療保健和金融服務等領域尤其投資於 CRM 解決方案，以提高客戶維繫。這種轉變也是由於對數位管道的依賴增加以及企業有效管理大量客戶資料的需求所推動的。 CRM 軟體可協助企業簡化業務並使行銷工作與客戶偏好保持一致。

政府統計數據支持這一趨勢。例如，在美國，經濟分析局 (BEA) 報告顯示，預計到 2023 年，包括 CRM 在內的雲端軟體支出將以每年 12% 的速度成長。此外，根據歐盟委員會的數據，到 2022 年，歐盟將有超過 58% 的公司實施客戶關係管理工具，這反映出各行各業對數位客戶解決方案的需求正在穩步成長。這些數據凸顯了以客戶為中心的模式在推動全球 CRM 軟體市場發展方面發揮的關鍵作用。

資料隱私和安全性會阻礙 CRM 軟體市場成長嗎？

對資料隱私和安全的擔憂可能會阻礙 CRM 軟體市場的成長。 CRM 系統處理大量敏感的客戶訊息，因此任何漏洞或漏洞都可能導致重大的財務損失、法律處罰以及公司聲譽的損害。

歐洲一般資料保護規範（GDPR）和加州消費者隱私法案（CCPA）等嚴格法規要求企業遵守嚴格的資料保護標準。此外，隨著網路攻擊和資料外洩變得越來越複雜，企業可能會猶豫是否採用新的 CRM 解決方案，因為擔心客戶資料面臨風險。這種擔憂在處理高度敏感資料的行業（例如醫療保健和金融）尤其普遍。

The increasing demand for customer-centric business models, especially in industries like retail, healthcare, and banking, is driving adoption. The rise of cloud-based CRM solutions offers flexibility, cost-effectiveness, and easy scalability, appealing to businesses of all sizes. Integration with advanced technologies like artificial intelligence (AI) and data analytics is enhancing CRM capabilities, providing deeper customer insights and automation. The need for CRM software is surpassing USD 78.28 Billion in 2024 and reaching USD 207.84 Billion by 2032.

Additionally, the growing emphasis on improving customer experience and retention has pushed companies to invest more in CRM software, further boosting market growth. These factors contribute to the increasing use of CRM Software in a variety of industries is expected to grow at a CAGR of 14.32% about from 2026 to 2032.

CRM Software Market: Definition/ Overview

Customer Relationship Management (CRM) software refers to a system designed to manage a company's interactions with current and potential customers by storing customer data, tracking interactions, and automating sales, marketing, and customer support processes. Its application spans various industries, helping businesses enhance customer engagement, improve sales management, streamline operations, and boost overall customer satisfaction. The future of the CRM software market is expected to witness significant growth due to the increasing adoption of AI, cloud-based solutions, and advanced analytics, enabling businesses to offer personalized experiences and gain valuable insights into customer behavior.

Will Increasing Demand for Customer-Centric Business Models is Propelling the CRM Software Market?

the increasing demand for customer-centric business models is significantly driving the growth of the CRM software market. Businesses are prioritizing personalized customer interactions and data-driven insights to enhance customer experience, which has led to higher adoption of CRM software. Sectors like retail, healthcare, and financial services are particularly investing in CRM solutions to strengthen customer loyalty and retention. This shift is further supported by the growing reliance on digital channels, where companies need to manage large amounts of customer data effectively. CRM software helps organizations streamline their operations and tailor their marketing efforts to meet customer preferences.

Government statistics back this trend. For instance, in the U.S., the Bureau of Economic Analysis (BEA) reported that spending on cloud software, which includes CRM, saw an annual growth of 12% in 2023. Additionally, data from the European Commission indicates that over 58% of businesses in the EU adopted customer relationship management tools in 2022, reflecting a steady rise in demand for digital customer solutions across industries. These figures highlight the pivotal role that customer-centric models are playing in boosting the CRM software market globally.

Will Data Privacy and Security Hamper the Growth of the CRM Software Market?

Data Privacy and Security concerns can potentially hamper the growth of the CRM software market. With CRM systems handling large volumes of sensitive customer information, any vulnerabilities or breaches can lead to significant financial losses, legal penalties, and damage to a company's reputation.

Stringent regulations, such as the General Data Protection Regulation (GDPR) in Europe and the California Consumer Privacy Act (CCPA), require companies to comply with strict data protection standards. Moreover, as cyberattacks and data breaches become more sophisticated, businesses may hesitate to implement new CRM solutions due to fears of exposing customer data to risk. This concern is particularly prevalent for industries handling highly confidential data, such as healthcare and finance.

Category-Wise Acumens

Will Flexibility in Cloud Based Solutions Boost the CRM Software Market?

The flexibility offered by cloud-based solutions is significantly boosting the CRM software market. Cloud-based CRM systems allow businesses to easily scale their operations according to changing needs without the limitations of hardware constraints. Companies can rapidly add or remove users, features, and functionalities as necessary, making these solutions highly adaptable to business growth and market dynamics. This flexibility also facilitates remote access, enabling teams to collaborate and manage customer relationships from anywhere, which is increasingly vital in today's hybrid work environments.

Additionally, cloud-based CRM solutions often come with automatic updates and integration capabilities, ensuring that organizations always have access to the latest features and security enhancements. This reduces the burden on IT departments and minimizes downtime, allowing businesses to focus on leveraging customer data for improved decision-making and personalized marketing strategies.

The on-premise segment is the fastest-growing segment, driven by specific industry needs for enhanced security, data control, and customization. Organizations in sectors such as government and finance often prefer on-premise solutions to ensure compliance with strict data regulations and maintain complete control over their sensitive information.

Will Extensive Resources in Large Enterprises Fuel the CRM Software Market?

The extensive resources available in large enterprises significantly fuel the CRM software market. These organizations often have the financial capacity to invest in advanced CRM solutions that offer a wide range of functionalities, such as data analytics, artificial intelligence integration, and customized features. With the ability to leverage these sophisticated tools, large enterprises can enhance their customer engagement strategies, streamline operations, and improve sales performance, making CRM software an essential part of their business strategy.

Additionally, large enterprises tend to have more complex customer relationship needs, requiring robust CRM systems to manage vast amounts of data across different channels and touchpoints. Their demand for comprehensive CRM solutions drives innovation and development in the market, as software vendors seek to meet the specific requirements of these organizations.

The small and medium-sized enterprises (SMEs) segment is the fastest-growing segment in the CRM market. The increasing availability of cost-effective, cloud-based CRM solutions tailored for SMEs allows these businesses to leverage customer relationship management tools without significant upfront investments.

Country/Region-wise

Will Strong Demand for Innovative Solutions in North America Drive the Expansion of The CRM Software Market?

The Customer Relationship Management (CRM) software market in North America is poised for significant growth, driven by the increasing demand for innovative solutions that enhance customer engagement and streamline business processes. Companies are recognizing the value of leveraging advanced CRM systems to gain insights into customer behavior, preferences, and trends, which are essential for creating personalized experiences. According to a report from Government, the CRM software market size in North America was valued at approximately $19.9 billion in 2021 and is projected to grow at a compound annual growth rate (CAGR) of 14.2% from 2022 to 2028, indicating a strong upward trajectory fueled by technological advancements and shifting market dynamics.

Government statistics also highlight the growing investment in digital transformation across industries, with many businesses allocating up to 25% of their IT budgets toward CRM solutions. This trend is further supported by initiatives aimed at enhancing small and medium-sized enterprises' (SMEs) access to digital tools. The U.S. Small Business Administration noted that approximately 60% of SMEs are planning to adopt or upgrade their CRM systems to improve efficiency and customer relationships.

Will Rapid Digital Transformation in Asia Pacific Propel the CRM Software Market?

The Asia Pacific region is witnessing a rapid digital transformation across various sectors, driven by increasing internet penetration, mobile device usage, and the need for enhanced customer engagement. According to a report by the International Telecommunication Union (ITU), internet penetration in the Asia Pacific reached approximately 54.8% in 2023, up from 51.2% in 2021. This surge in connectivity is compelling businesses to adopt Customer Relationship Management (CRM) software solutions to streamline customer interactions and improve service delivery. As organizations focus on leveraging data-driven insights to enhance customer experiences, the CRM software market is expected to flourish.

Government initiatives, such as the Digital India program, which aims to transform India into a digitally empowered society, are also playing a crucial role in this growth. Moreover, according to the Asia-Pacific Economic Cooperation (APEC), businesses that invest in CRM systems report an average increase of 10% in customer satisfaction scores, showcasing the tangible benefits of digital transformation efforts in the region.

Competitive Landscape

The competitive landscape of the CRM software market is characterized by a mix of established players and emerging startups, each focusing on innovative features such as real-time tracking, integration with IoT devices, and user-friendly interfaces. Companies are increasingly investing in research and development to enhance product offerings and improve customer service, creating a dynamic and rapidly evolving market environment.

Some of the prominent players operating in the CRM software market include:

Adobe Inc.

AMDOCS Ltd.

Huawei Technologies Co., Ltd.

IBM Corporation

Infor

Microsoft Corporation

NetSuite, Inc.

NICE Ltd.

Oracle Corporation

com, Inc.

Latest Developments

In August 2024 HubSpot introduced several AI-powered tools to its CRM platform, designed to automate customer interactions and provide personalized insights.

In July 2024 Salesforce announced the successful integration of Slack into its Customer Relationship Management platform. This acquisition aims to enhance collaboration and communication features within the CRM, allowing users to streamline workflows and improve customer interactions.

In June 2024 Microsoft unveiled a series of updates to its Dynamics 365 CRM platform, including enhanced analytics and reporting features powered by artificial intelligence.

1. INTRODUCTION OF GLOBAL CRM 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 CRM 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 CRM SOFTWARE MARKET, BY DEPLOYMENT

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

6. GLOBAL CRM SOFTWARE MARKET, BY ORGANIZATION SIZE

6.1. Overview
6.2. SMEs
6.3. Large Enterprises

7. GLOBAL CRM 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. Latin America
- 7.5.2. Middle East & Africa

8. GLOBAL CRM SOFTWARE MARKET COMPETITIVE LANDSCAPE

8.1. Overview
8.2. Company Market Ranking
8.3. Key Development Strategies

9. COMPANY PROFILES

9.1. Adobe Inc.
- 9.1.1. Overview
- 9.1.2. Financial Performance
- 9.1.3. Product Outlook
- 9.1.4. Key Developments
9.2. AMDOCS Ltd.
- 9.2.1. Overview
- 9.2.2. Financial Performance
- 9.2.3. Product Outlook
- 9.2.4. Key Developments
9.3. Huawei Technologies Co., Ltd.
- 9.3.1. Overview
- 9.3.2. Financial Performance
- 9.3.3. Product Outlook
- 9.3.4. Key Developments
9.4. IBM Corporation
- 9.4.1. Overview
- 9.4.2. Financial Performance
- 9.4.3. Product Outlook
- 9.4.4. Key Developments
9.5. Infor
- 9.5.1. Overview
- 9.5.2. Financial Performance
- 9.5.3. Product Outlook
- 9.5.4. Key Developments
9.6. Microsoft Corporation
- 9.6.1. Overview
- 9.6.2. Financial Performance
- 9.6.3. Product Outlook
- 9.6.4. Key Developments
9.7. NetSuite, Inc.
- 9.7.1. Overview
- 9.7.2. Financial Performance
- 9.7.3. Product Outlook
- 9.7.4. Key Developments
9.8. NICE Ltd.
- 9.8.1. Overview
- 9.8.2. Financial Performance
- 9.8.3. Product Outlook
- 9.8.4. Key Developments
9.9. Oracle Corporation
- 9.9.1. Overview
- 9.9.2. Financial Performance
- 9.9.3. Product Outlook
- 9.9.4. Key Developments
9.10. Salesforce.com, Inc.
- 9.10.1. Overview
- 9.10.2. Financial Performance
- 9.10.3. Product Outlook
- 9.10.4. Key Developments