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市場調查報告書

商品編碼

1738529

2026 年至 2032 年全球醫療保健 CRM 軟體市場（按組件、部署、應用、最終用戶和地區分類）

Global Healthcare CRM Software Market By Component (Software, Services), Deployment (Cloud-Based, On-Premises), Application (Community Outreach, Patient Information Management), End-User (Hospitals, Clinics), & Region for 2026-2032

出版日期: 2025年05月12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

醫療保健 CRM 軟體市場評估 - 2026-2032

醫療保健行業對自動化和結構化數據日益成長的需求預計將推動市場成長。由於對改善客戶體驗的需求日益成長，以及人工智慧整合等技術突破提升了效率並推動了廣泛應用，醫療保健客戶關係管理 (CRM) 解決方案正變得越來越受歡迎，預計到 2024 年其估值將突破 168.1 億美元，到 2032 年將達到約 476.8 億美元。

此外，醫療成本的上漲也是病人和醫療服務提供者共同關注的一大問題。 CRM系統可以簡化流程、改善溝通，進而提高效率並降低成本。預計這將推動該利基市場在2026年至2032年間以13.92%的複合年成長率（CAGR）成長。

全球醫療保健 CRM 軟體市場定義/概述

醫療保健客戶關係管理 (CRM) 是一款專為醫療保健產業設計的軟體解決方案。它幫助醫療保健機構管理與患者、醫療服務提供者和其他相關人員的互動。透過集中患者資訊、簡化溝通流程並提高業務效率，醫療保健 CRM 系統使機構能夠提供更優質的患者照護，並改善整體業務成果。

醫療保健 CRM 系統有廣泛的應用，包括病患關係管理、預約安排、計費和保險、行銷、推廣、合規管理等。透過集中患者資訊、簡化溝通和提高業務效率，CRM 系統使醫療保健組織能夠提供個人化護理、降低成本並改善整體業務成果。

醫療保健 CRM 的未來將以技術的重大進步為標誌，這些進步將推動創新並擴展其功能。人工智慧和機器學習將使 CRM 系統能夠分析大量數據、識別模式並提供有價值的洞察。與電子健康記錄遠端醫療平台等其他醫療保健技術的整合將進一步提升 CRM 系統的價值。隨著醫療保健產業的不斷發展，CRM 將在提供以患者為中心的高品質醫療服務方面發揮越來越重要的作用。

醫療服務數位化如何推動全球醫療保健 CRM 軟體市場的發展？

醫療保健 CRM 軟體市場

醫療服務數位化，推動了醫療 CRM 系統的普及。這些平台使醫療服務提供者能夠更有效地管理患者關係、簡化溝通並改善整體護理協調。根據美國國家衛生資訊科技協調辦公室的數據，截至 2021 年，96% 的美國醫院已採用經過認證的 EHR 技術，為 CRM 整合奠定了堅實的基礎。

以病人為中心的照護和個人化醫療日益受到重視，這推動了對醫療保健 CRM 解決方案的需求。 CRM 平台有助於追蹤患者偏好、治療史和溝通模式，從而實現更個人化的醫療服務。這一趨勢與醫療保健行業向基於價值的醫療模式的廣泛轉變相吻合。美國醫療保險和醫療補助服務中心 (CMS) 報告稱，到 2022 年，40% 的醫療保險付款將與替代付款模式掛鉤，凸顯了改善病患關係管理的必要性。

人口健康管理日益重要，這推動了醫療保健 CRM 系統的採用。 CRM 系統有助於更好地協調不同醫療機構之間的護理，並支援積極主動的患者推廣計劃。這種方法與全球降低醫療成本和改善整體人口健康狀況的努力一致。根據美國衛生與公眾服務部的報告，2021 年有 61% 的醫療保健機構積極參與人口健康管理舉措。

實施和維護醫療保健 CRM 系統的高成本如何阻礙全球醫療保健 CRM 軟體市場的成長？

實施和維護醫療保健 CRM 系統的高昂成本是一大障礙，尤其對於規模較小的醫療機構和診所而言。軟體、硬體和員工培訓的初始投資可能相當可觀，而升級、支援和客製化的持續成本又加重了財務負擔。根據美國醫療保險和醫療補助服務中心 (CRM Services) 的一份報告，預計到 2021 年，全國醫療支出將成長 2.7%，達到 4.3 兆美元，這凸顯了醫療保健產業面臨的財務壓力。

資料安全和隱私問題對醫療保健 CRM 市場構成重大挑戰。醫療保健機構收集並儲存敏感的患者資訊，因此確保遵守《健康保險流通與責任法》(HIPAA) 和《通用資料保護條例》(GDPR) 等法規至關重要。實施強力的安全措施並維護患者的信任，對 CRM 提供者和醫療保健機構而言是一項持續挑戰。根據美國衛生與公眾服務部的數據，2022 年發生了 599 起醫療保健資料外洩事件，影響人數超過 500 人，洩漏了超過 5,100 萬份病患記錄。

與現有醫療IT系統的複雜整合是醫療CRM市場的另一個重大挑戰。許多醫療機構難以將其CRM解決方案與電子健康記錄(EHR)系統及其他傳統軟體無縫整合。這種互通性的缺乏導致了資料孤島、效率低下以及CRM實施效果的降低。根據美國國家衛生資訊科技協調辦公室(OIC)的報告，2021年，只有55%的醫院部署了允許病患存取其健康資訊的API。

The market is anticipated to grow as a result of rising need for automation and structured data from the healthcare business. Healthcare customer relationship management (CRM) solutions are becoming more and more popular due to the growing demand to improve the customer experience and technological breakthroughs like AI integration that increase efficacy and drive widespread adoption, surpassing USD 16.81 Billion valued in 2024 to reach a valuation of around USD 47.68 Billion by 2032.

In addition to this, the rising cost of healthcare is a major concern for both patients and providers. CRM systems can help to improve efficiency and reduce costs by streamlining processes and improving communication, thus enabling the niche market grow at a CAGR of 13.92% from 2026 to 2032.

Global Healthcare CRM Software Market: Definition/ Overview

Healthcare Customer Relationship Management (CRM) is a software solution specifically designed for the healthcare industry. It helps healthcare organizations manage interactions with patients, providers, and other stakeholders. By centralizing patient information, streamlining communication, and improving operational efficiency, healthcare CRM systems enable organizations to deliver better patient care and improve overall business outcomes.

Healthcare CRM systems have a wide range of applications, including patient relationship management, appointment scheduling, billing and insurance, marketing and outreach, and compliance management. By centralizing patient information, streamlining communication, and improving operational efficiency, CRM systems enable healthcare organizations to deliver personalized care, reduce costs, and enhance overall business outcomes.

The future of healthcare CRM is marked by significant advancements in technology driving the innovation and expanding its capabilities. Artificial intelligence and machine learning will enable CRM systems to analyze vast amounts of data, identify patterns, and provide valuable insights. Integration with other healthcare technologies, such as electronic health records (EHRs) and telemedicine platforms, will further enhance the value of CRM systems. As the healthcare industry continues to evolve, healthcare CRM will play an increasingly vital role in delivering high-quality, patient-centered care.

How the Growing Digitization of Healthcare Services Fueling the Development of Global

Healthcare CRM Software Market?

The increasing digitization of healthcare services is driving the adoption of healthcare CRM systems. These platforms enable healthcare providers to manage patient relationships more effectively, streamline communication, and improve overall care coordination. According to the Office of the National Coordinator for Health Information Technology, as of 2021, 96% of U.S. hospitals have adopted certified EHR technology, creating a strong foundation for CRM integration.

The rising focus on patient-centered care and personalized medicine is boosting the demand for healthcare CRM solutions. CRM platforms help in tracking patient preferences, treatment history, and communication patterns, allowing for more tailored healthcare services. This trend aligns with the broader shift towards value-based care models in the healthcare industry. The Centers for Medicare & Medicaid Services reported that in 2022, 40% of Medicare payments were tied to alternative payment models, emphasizing the need for better patient relationship management.

The growing importance of population health management is fueling the adoption of healthcare CRM systems. CRM systems facilitate better care coordination across different healthcare settings and support proactive patient outreach programs. This approach aligns with the global efforts to reduce healthcare costs and improve overall population health outcomes. The U.S. Department of Health and Human Services reported that in 2021, 61% of healthcare organizations were actively engaged in population health management initiatives.

How the High Cost of Implementation and Maintenance of Healthcare CRM Systems Hindering the Global Healthcare CRM Software Market Growth?

The high cost of implementation and maintenance of healthcare CRM systems poses a significant barrier, especially for smaller healthcare providers and clinics. Initial investments in software, hardware, and staff training can be substantial, while ongoing costs for upgrades, support, and customization add to the financial burden. The U.S. Centers for Medicare & Medicaid Services reported that national health spending grew 2.7% to $4.3 trillion in 2021, highlighting the financial pressures facing the healthcare sector.

Data security and privacy concerns pose significant challenges in the healthcare CRM market. As healthcare organizations collect and store sensitive patient information, ensuring compliance with regulations like HIPAA and GDPR becomes crucial. Implementing robust security measures and maintaining patient trust are ongoing challenges for CRM providers and healthcare institutions. According to the U.S. Department of Health and Human Services, there were 599 healthcare data breaches affecting 500 or more individuals in 2022, exposing over 51 million patient records.

Integration complexities with existing healthcare IT systems present another major challenge in the healthcare CRM market. Many healthcare organizations struggle to seamlessly integrate CRM solutions with their electronic health records (EHR) systems and other legacy software. This lack of interoperability can lead to data silos, inefficiencies, and reduced effectiveness of CRM implementations. The Office of the National Coordinator for Health Information Technology reported that in 2021, only 55% of hospitals had implemented APIs that allowed patients to access their health information.

Category-Wise Acumens

What are the Features Bolstering the Demand of Cloud/Web-Based Segment?

The cloud/web-based segment has emerged as the dominant force in the global healthcare CRM software market, driven by its scalability, accessibility, and cost-effectiveness. Healthcare providers are increasingly adopting cloud-based CRM solutions to streamline patient engagement, improve care coordination, and enhance operational efficiency. According to the Office of the National Coordinator for Health Information Technology, 89% of hospitals used cloud-based EHR systems in 2021, indicating a strong preference for cloud technology in healthcare.

The dominance of cloud/web-based deployment in healthcare CRM is further reinforced by the increasing focus on data security and compliance. The U.S. Department of Health and Human Services reported that 93% of healthcare organizations were using cloud services in some capacity as of 2022, with CRM being one of the top applications. For instance, on August 18, 2023, Salesforce Health Cloud expanded its cloud-based offerings with new AI-powered patient engagement tools, further solidifying its position in the cloud-based healthcare CRM market.

How will the Demand for Customer Service & Support Application Segment Projects the Market Growth?

The cloud-based segment has emerged as a dominant force in the global healthcare CRM software market, driven by the increasing focus on patient-centric care and improved communication between healthcare providers and patients. This segment's dominance is further bolstered by the growing adoption of digital health solutions, with the U.S. Department of Health and Human Services reporting that 96% of hospitals had adopted certified health IT by 2021.

The growth of this segment can be attributed to the rising demand for personalized patient experiences and the need to streamline administrative tasks in healthcare settings. A survey conducted by the National Health Service (NHS) in the United Kingdom revealed that 73% of patients prefer healthcare providers who offer digital communication channels for inquiries and support as of January 2024.

Country/Region Wise Acumens

How will the Technological Advancements Propels the Healthcare CRM Software Market Growth in North America?

The North American healthcare CRM software market is poised to dominate the market during the forecast period, driven by advanced technological infrastructure and a robust healthcare system. According to the U.S. Department of Health and Human Services, as of September 2023, over 95% of hospitals and 78% of office-based physicians have adopted certified health IT. This widespread adoption of digital solutions has created a fertile ground for healthcare CRM implementation across the region.

The North American market growth is further bolstered by strategic moves from key industry players. For instance, on March 15, 2024, Salesforce announced the launch of its AI-powered Healthcare Cloud, specifically designed to enhance patient engagement and streamline healthcare operations. This innovation is expected to significantly impact the healthcare CRM landscape, potentially accelerating market growth in the North American region and solidifying its position as the global leader in healthcare CRM adoption and innovation.

How will the Rising Focus on Patient-Centric Care Enhance the Market Growth in the Asia-Pacific?

The Asia-Pacific healthcare CRM software market is anticipated to grow at a rapid CAGR during the forecast period, driven by the growing focus on patient-centric care along with the increasing adoption of digital health solutions. According to a report by the Australian Digital Health Agency, as of June 2023, over 23 million Australians have a My Health Record, representing 90% of the population, indicating a strong digital health infrastructure in the region. This digital readiness, coupled with the rising demand for personalized healthcare experiences, is expected to fuel the expansion of healthcare CRM solutions across various countries in Asia Pacific.

The market growth is further propelled by strategic initiatives from key players in the region. For instance, on September 15, 2024, Salesforce, a leading CRM provider, announced a partnership with Singapore Ministry of Health to implement a nationwide healthcare CRM system, aiming to enhance patient engagement and streamline healthcare delivery. This collaboration underscores the increasing recognition of CRM potential in improving healthcare outcomes and operational efficiency.

Competitive Landscape

The global healthcare CRM software market is a dynamic and competitive landscape, with a mix of established players and emerging challengers vying for market share. These players are actively working to strengthen their presence by implementing strategic plans such as collaborations, mergers, acquisitions, and political support. The organizations are dedicated to continuously improving their product line to meet the needs of a wide range of customers in different regions.

Some of the key players operating in the global healthcare CRM software market include:

Microsoft, Oracle (Cerner Corporation), IBM, SAP, Accenture, Zoho Corporation, LeadSquared, Salesforce, Veeva Systems, Talisma, Alvaria, NICE, Verint Systems Inc., Creatio

Latest Developments

In April 2022, Cured launched its next generation of digital marketing and customer relationship management (CRM) platform for the healthcare industry, allowing the company to fulfil its purpose of bringing care full circle even more.
In March 2022, Epic introduced a customer relationship management system (CRM) for health systems. The company is also working on an app that would allow doctors to investigate the best practices for their patients using real-world data.

1 INTRODUCTION OF GLOBAL HEALTHCARE 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 HEALTHCARE 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 HEALTHCARE CRM SOFTWARE MARKET, BY COMPONENT

5.1 Overview
5.2 Software
5.3 Services

6 GLOBAL HEALTHCARE CRM SOFTWARE MARKET, BY DEPLOYMENT

6.1 Overview
6.2 Web/Cloud-Based
6.3 On-Premises

7 GLOBAL HEALTHCARE CRM SOFTWARE MARKET, BY APPLICATION

7.1 Overview
7.2 Customer Service & Support
7.3 Sales & Marketing
7.4 Community Outreach
7.5 Patient Information Management
7.6 Case Management
7.7 Relationship Management
7.8 Case Coordination

8 GLOBAL HEALTHCARE CRM SOFTWARE MARKET, BY END-USER

8.1 Overview
8.2 Hospitals
8.3 Clinics
8.4 Diagnostic Centers
8.5 Pharmaceutical Companies

9 GLOBAL HEALTHCARE CRM SOFTWARE MARKET, BY GEOGRAPHY

9.1 Overview
9.2 North America
- 9.2.1 U.S.
- 9.2.2 Canada
- 9.2.3 Mexico
9.3 Europe
- 9.3.1 Germany
- 9.3.2 U.K.
- 9.3.3 France
- 9.3.4 Rest of Europe
9.4 Asia Pacific
- 9.4.1 China
- 9.4.2 Japan
- 9.4.3 India
- 9.4.4 Rest of Asia Pacific
9.5 Rest of the World
- 9.5.1 Latin America
- 9.5.2 Middle East & Africa