全球客戶關係管理軟體市場規模（按部署、組織規模、區域範圍和預測）

客戶關係管理軟體市場規模與預測

預計 2023 年客戶關係管理軟體市場規模將達到 637.5 億美元，到 2031 年將達到 1,515.3 億美元，2024 年至 2031 年的複合年成長率為 11.43%。

客戶關係管理 (CRM) 軟體是一種技術工具，旨在幫助企業管理和分析整個客戶生命週期中的客戶互動和數據，目的是改善客戶維繫和收入成長。

CRM 軟體集中客戶訊息，包括聯絡資訊、通訊歷史、購買歷史和偏好，為個人化互動提供全面的視圖。

自動化銷售流程，如潛在客戶管理、交易追蹤和通路管理，以簡化工作流程並提高銷售團隊效率。

CRM 系統透過根據人口統計、行為或興趣細分客戶並追蹤宣傳活動績效來最佳化投資報酬率，從而促進有針對性的行銷宣傳活動。

CRM 軟體透過追蹤客戶查詢、問題和解決方案來增強客戶服務，確保透過各種管道提供及時且個人化的支援。

CRM 平台提供強大的報告和分析工具來分析客戶數據、銷售績效和行銷效果，從而實現數據驅動的決策和改進的策略。

CRM 系統與其他業務工具和平台（例如 ERP 系統、電子郵件行銷軟體和社交媒體平台）整合，以確保資料的無縫流動並提高營運效率。

CRM 軟體會隨著您的業務成長而擴展，並可根據您的特定行業要求和獨特的業務流程進行客製化，從而有效地適應您不斷變化的需求和挑戰。

全球客戶關係管理軟體市場動態

影響全球客戶關係管理軟體市場的關鍵市場動態是：

關鍵市場促進因素

更重視客戶體驗：企業優先提升客戶體驗以獲得競爭優勢。 CRM 軟體可以幫助企業了解客戶偏好、提高參與度並提供個人化互動。

對數據主導洞察的需求：企業希望從客戶資料中獲得切實可行的洞察，以便做出明智的決策。 CRM 系統提供分析和報告功能，用於分析客戶行為、銷售趨勢和行銷宣傳活動的有效性。

全通路行銷的興起：隨著客戶使用多種管道（線上、行動、社群媒體），CRM 軟體無縫整合並管理跨這些管道的互動，確保一致的通訊和客戶參與。

雲端處理的採用日益普及：與本地部署軟體相比，雲端基礎的CRM 解決方案具有擴充性、靈活性和成本效益。越來越多的員工採用雲端 CRM 來簡化營運並隨時隨地存取資料。

專注於銷售團隊自動化：CRM 軟體可實現從潛在客戶生成到轉換的銷售流程自動化，從而提高您的銷售團隊的生產力和效率。此自動化功能包括案源計分、銷售漏斗管理、預測等。

注重客戶維繫和忠誠度：保留現有客戶比獲取新客戶更具成本效益。 CRM 系統透過個人化互動、精準行銷和主動客戶服務，幫助客戶建立忠誠度。

與人工智慧和機器學習的整合：將人工智慧和機器學習功能整合到 CRM 軟體中可以改善預測分析、客戶細分和聊天機器人功能，從而獲得更好、更自動化的客戶洞察。

主要挑戰

實施過程複雜：CRM 系統通常需要大量客製化並與現有IT基礎設施整合，導致實施過程複雜、耗時且耗資源。

資料品質與整合：資料品質不佳以及整合多來源資料的挑戰會降低 CRM 的有效性。不完整或不準確的數據會導致錯誤的洞察和決策。

使用者採用和培訓：對員工進行充分的 CRM 軟體功能和最佳實踐培訓可能頗具挑戰性。抵制變革和對 CRM 優勢缺乏了解可能會影響使用率。

考慮成本：CRM軟體的初始投資可能相當可觀，包括授權費用、客製化成本以及持續的維護成本。小型企業通常難以證明這些成本的合理性。

安全性問題：在 CRM 系統中儲存和管理敏感的客戶資料會引發安全性和隱私問題。遵守資料保護條例（例如 GDPR、CCPA）會增加複雜性，並需要採取強力的安全措施。

與舊有系統整合：將 CRM 軟體與現有舊有系統、ERP 平台和其他業務應用程式整合可能是一項挑戰。相容性問題和資料同步問題可能會影響系統的整體效率。

可擴展性問題：擴展 CRM 解決方案以適應業務成長和資料量的增加可能是一項挑戰。一些組織可能會發現，他們的 CRM 系統擴充性有限，難以滿足不斷變化的業務需求。

客製化與靈活性：在開箱即用功能和客製化選項之間取得平衡以滿足特定業務需求可能頗具挑戰性。過度客製化隨著時間的推移會導致複雜性和維護問題。

全通路管理：在統一的 CRM 平台中管理跨多個管道（電子郵件、社群媒體、電話等）的客戶互動需要強大的全通路功能。實現無縫整合和一致的通訊是一項挑戰。

主要趨勢

人工智慧與機器學習整合：人工智慧驅動的 CRM 功能支援預測分析、客戶細分和個人化建議。機器學習演算法分析資料以自動化任務、提高洞察力並最佳化客戶互動。

雲端基礎的CRM 解決方案：雲端處理憑藉其擴充性、靈活性和成本效益，繼續主導 CRM 部署。雲端基礎的CRM 解決方案支援即時數據存取、遠端協作和無縫更新，無需本地基礎設施的成本。

全通路客戶參與：CRM 系統可促進跨多個管道（包括您的網站、行動應用程式、社群媒體和實體店）的無縫客戶互動。全通路功能可實現一致的通訊和個人化體驗。

注重客戶體驗 (CX)：CRM 軟體支援個人化互動、主動客戶服務以及即時回應客戶需求。以客戶體驗為先的 CRM 策略旨在建立忠誠度和長期關係。

行動 CRM：隨著企業優先考慮遠端辦公和行動訪問，行動 CRM 解決方案正日益普及。行動應用程式使銷售團隊和客服負責人能夠隨時隨地存取 CRM 資料、更新記錄並進行協作，從而提高他們的工作效率和應對力。

行銷自動化整合：將您的 CRM 與行銷自動化平台整合，可實現無縫的潛在客戶管理、宣傳活動追蹤和投資報酬率 (ROI) 衡量。銷售和行銷部門之間的資料整合可改善協作並提高宣傳活動成效。

區塊鏈資料安全：區塊鏈技術正在被探索用於增強 CRM 資料的安全性和透明度。分散式帳本允許安全地儲存、認證和檢驗數據，從而解決數據隱私和合規性問題。

語音技術和虛擬助理：支援語音的 CRM 介面和虛擬助理（例如聊天機器人）可以簡化客戶互動。自然語言處理 (NLP) 功能可以改善自助服務選項並增強客戶參與。

目錄

第 1 章 全球客戶關係管理軟體市場簡介

• 市場概況
• 調查範圍
• 先決條件

第2章執行摘要

第3章：已驗證的市場研究調查方法

• 資料探勘
• 驗證
• 第一手資料
• 資料來源列表

第4章：全球客戶關係管理軟體市場展望

• 概述
• 市場動態
  • 驅動程式
  • 阻礙因素
  • 機會
• 波特五力模型
• 價值鏈分析

5. 全球客戶關係管理軟體市場（按部署）

• 概述
• 雲端基礎
• 本地部署

6. 全球客戶關係管理軟體市場（依組織規模）

• 概述
• 小型企業
• 主要企業

7. 全球客戶關係管理軟體市場（按地區）

• 概述
• 北美洲
  • 美國
  • 加拿大
  • 墨西哥
• 歐洲
  • 德國
  • 英國
  • 法國
  • 其他歐洲國家
• 亞太地區
  • 中國
  • 日本
  • 印度
  • 其他亞太地區
• 世界其他地區
  • 中東和非洲
  • 拉丁美洲

8. 全球客戶關係管理軟體市場的競爭格局

• 概述
• 各公司市場排名
• 主要發展策略

第9章：公司簡介

• Salesforce
• Microsoft Corporation（Microsoft Dynamics 365）
• Oracle Corporation（Oracle CRM）
• SAP SE（SAP CRM）
• Adobe Inc.（Adobe Experience Cloud）
• Zoho Corporation（Zoho CRM）
• HubSpot
• IBM Corporation（IBM Watson Customer Engagement）
• SugarCRM Inc.
• Freshworks Inc.（Freshsales）

第10章 附錄

• 相關調查

Customer Relationship Management Software Market Size And Forecast

Customer Relationship Management Software Market size was valued at USD 63.75 Billion in 2023 and is projected to reach USD 151.53 Billion by 2031, growing at a CAGR of 11.43% from 2024 to 2031.

Customer Relationship Management (CRM) Software is a technology tool designed to help businesses manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer relationships, retention, and sales growth.

CRM software centralizes customer information, including contact details, communication history, purchases, and preferences, providing a comprehensive view for personalized interactions.

It automates sales processes such as lead management, opportunity tracking, and pipeline management, streamlining workflows and improving sales team efficiency.

CRM systems facilitate targeted marketing campaigns by segmenting customers based on demographics, behavior, or interests, and tracking campaign performance to optimize ROI.

CRM software enhances customer service by tracking customer inquiries, issues, and resolutions, ensuring timely and personalized support across various channels.

CRM platforms offer robust reporting and analytics tools to analyze customer data, sales performance, and marketing effectiveness, enabling data-driven decision-making and strategy refinement.

CRM systems integrate with other business tools and platforms such as ERP systems, email marketing software, and social media platforms, ensuring seamless data flow and enhancing operational efficiency.

CRM software is scalable to accommodate business growth and customizable to meet specific industry requirements and unique business processes, adapting to evolving needs and challenges effectively.

Global Customer Relationship Management Software Market Dynamics

The key market dynamics that are shaping the global Customer Relationship Management Software Market include:

Key Market Drivers

Increasing Focus on Customer Experience: Businesses prioritize enhancing customer experience to gain competitive advantage. CRM software helps in understanding customer preferences, improving engagement, and delivering personalized interactions.

Demand for Data-Driven Insights: Organizations seek actionable insights from customer data to make informed decisions. CRM systems provide analytics and reporting capabilities to analyze customer behavior, sales trends, and marketing campaign effectiveness.

Rise of Omnichannel Marketing: With customers engaging across multiple channels (online, mobile, social media), CRM software enables seamless integration and management of interactions across these channels, ensuring consistent messaging and customer engagement.

Growing Adoption of Cloud Computing: Cloud-based CRM solutions offer scalability, flexibility, and cost-efficiency compared to on-premises software. Businesses are increasingly adopting cloud CRM to streamline operations and access data from anywhere.

Focus on Sales Force Automation: CRM software automates sales processes, from lead generation to conversion, improving sales team productivity and efficiency. This automation includes lead scoring, pipeline management, and forecasting.

Emphasis on Customer Retention and Loyalty: Retaining existing customers is more cost-effective than acquiring new ones. CRM systems help in building customer loyalty through personalized interactions, targeted marketing, and proactive customer service.

Integration with AI and Machine Learning: Integration of AI and machine learning capabilities in CRM software enhances predictive analytics, customer segmentation, and chatbot functionalities, providing enhanced customer insights and automation.

Key Challenges:

Complex Implementation Processes: CRM systems often require significant customization and integration with existing IT infrastructure, leading to complex implementation processes that can be time-consuming and resource-intensive.

Data Quality and Integration: Poor data quality and challenges in integrating data from multiple sources can hinder CRM effectiveness. Incomplete or inaccurate data can lead to flawed insights and decisions.

User Adoption and Training: Ensuring user adoption among employees and providing adequate training on CRM software functionalities and best practices can be challenging. Resistance to change and lack of understanding of CRM benefits may impact usage.

Cost Considerations: The initial investment in CRM software, including licensing fees, customization, and ongoing maintenance costs, can be substantial. Small and medium-sized enterprises (SMEs) may find it challenging to justify these expenses.

Security Concerns: Storing and managing sensitive customer data within CRM systems raises security and privacy concerns. Compliance with data protection regulations (e.g., GDPR, CCPA) adds complexity and requires robust security measures.

Integration with Legacy Systems: Integrating CRM software with existing legacy systems, ERP platforms, and other business applications can be challenging. Compatibility issues and data synchronization problems may arise, affecting overall system efficiency.

Scalability Issues: Scalability of CRM solutions to accommodate business growth and increasing data volumes can be a challenge. Some organizations may face limitations in scaling their CRM systems to meet evolving business needs.

Customization and Flexibility: Balancing between out-of-the-box functionalities and customization options to meet specific business requirements can be tricky. Over-customization may lead to complexity and maintenance issues over time.

Omnichannel Management: Managing customer interactions across multiple channels (e.g., email, social media, phone) within a unified CRM platform requires robust omnichannel capabilities. Ensuring seamless integration and consistent messaging can be challenging.

Key Trends:

AI and Machine Learning Integration: AI-powered CRM capabilities are enhancing predictive analytics, customer segmentation, and personalized recommendations. Machine learning algorithms analyze data to automate tasks, improve insights, and optimize customer interactions.

Cloud-Based CRM Solutions: Cloud computing continues to dominate CRM deployments due to scalability, flexibility, and cost-efficiency. Cloud-based CRM solutions enable real-time access to data, remote collaboration, and seamless updates without on-premises infrastructure costs.

Omnichannel Customer Engagement: CRM systems are facilitating seamless customer interactions across multiple channels, including websites, mobile apps, social media, and physical stores. Omnichannel capabilities ensure consistent messaging and personalized experiences.

Focus on Customer Experience (CX): Enhancing CX remains a top priority, with CRM software enabling personalized interactions, proactive customer service, and real-time response to customer needs. CX-focused CRM strategies aim to build loyalty and long-term relationships.

Mobile CRM: Mobile CRM solutions are gaining traction as businesses prioritize remote work and mobile access. Mobile apps enable sales teams and customer service agents to access CRM data, update records, and collaborate on-the-go, enhancing productivity and responsiveness.

Integration with Marketing Automation: Integration of CRM with marketing automation platforms enables seamless lead management, campaign tracking, and ROI measurement. Unified data across sales and marketing functions improves alignment and enhances campaign effectiveness.

Blockchain for Data Security: Blockchain technology is being explored for enhancing CRM data security and transparency. Decentralized ledgers can provide secure data storage, authentication, and verification, addressing concerns around data privacy and compliance.

Voice Technology and Virtual Assistants: Integration of voice-enabled CRM interfaces and virtual assistants (e.g., chatbots) streamline customer interactions. Natural language processing (NLP) capabilities improve self-service options and enhance customer engagement.

Global Customer Relationship Management Software Market Regional Analysis

Here is a more detailed regional analysis of the global Customer Relationship Management Software Market:

North America

North America is significantly dominating the Customer Relationship Management Software Market and is expected to continue its growth throughout the forecast period, owing to several variables.

North America was an early adopter of CRM technologies, with companies like Salesforce pioneering cloud-based CRM solutions in the late 1990s. This early entry provided a significant head start and established a strong foundation in the market.

The region serves as a global hub for technological innovation, with Silicon Valley in the United States and technology clusters in Canada fostering continuous advancement in CRM software. This innovation leadership drives the development of cutting-edge CRM functionalities and features.

North America boasts a large and diverse customer base across various industries such as finance, healthcare, retail, telecommunications, and manufacturing. The demand for CRM solutions is high due to the region's extensive business ecosystem and the need for effective customer management.

The region benefits from advanced IT infrastructure, including high-speed internet connectivity, reliable data centers, and widespread adoption of cloud computing. This infrastructure supports seamless deployment, integration, and scalability of CRM systems across enterprises of all sizes.

North America's stable economic environment encourages substantial investments in CRM technologies. Businesses prioritize CRM implementations to enhance customer relationships, improve operational efficiency, and drive revenue growth, leveraging the region's economic stability.

Strict adherence to data protection regulations, such as the General Data Protection Regulation (GDPR) in the European Union and the California Consumer Privacy Act (CCPA) in the United States, ensures secure handling of customer data. North American CRM vendors comply with these regulations, enhancing trust and reliability among customers.

The region is home to a highly skilled workforce in software development, IT infrastructure management, and CRM implementation. This talent pool includes software engineers, data analysts, CRM consultants, and IT professionals who contribute to the development and deployment of sophisticated CRM solutions.

Asia Pacific

Asia Pacific is anticipated to be the fastest-growing region in the Customer Relationship Management Software Market. Asia Pacific is experiencing rapid economic growth, with countries like China, India, and Southeast Asian nations emerging as major global economic hubs. This growth fuels business expansion and increases the adoption of CRM solutions.

Organizations in Asia Pacific are undergoing significant digital transformation across industries such as retail, finance, telecommunications, and manufacturing. CRM software plays a crucial role in optimizing customer interactions and enhancing operational efficiency.

The region has a thriving small and medium-sized enterprise (SME) sector, which increasingly adopts CRM solutions to improve customer engagement, streamline sales processes, and compete with larger enterprises.

There is a growing awareness among businesses in Asia Pacific about the benefits of CRM software in enhancing customer relationships, improving sales effectiveness, and driving business growth. This awareness drives adoption across diverse industries.

High penetration of mobile devices and internet connectivity in Asia Pacific countries facilitates the adoption of cloud-based CRM solutions. Mobile CRM applications enable businesses to manage customer relationships on the go, enhancing flexibility and accessibility.

The rapid growth of e-commerce and online retail in the Asia Pacific increases the demand for CRM solutions to manage customer interactions across digital channels effectively. CRM software helps businesses personalize customer experiences and optimize marketing strategies.

Some governments in the Asia Pacific promote digitalization and provide incentives for businesses to adopt technology solutions, including CRM software. Supportive policies encourage CRM adoption and facilitate market growth.

Global Customer Relationship Management Software Market: Segmentation Analysis

The Global Customer Relationship Management Software Market is Segmented on the basis of Deployment, Organization Size, And Geography.

Customer Relationship Management Software Market, By Deployment

Cloud Based

On-Premise

Based on Deployment, the market is bifurcated into Cloud-Based, and On-Premise. The Cloud-Based segment is dominating the CRM Software Market due to several factors. It offers scalability, flexibility, and cost-effectiveness compared to on-premise solutions. Cloud-based CRM allows easier access to data, supports remote work environments, and requires lower initial investment in infrastructure, driving its widespread adoption among businesses of all sizes.

Customer Relationship Management Software Market, By Organization Size

SMEs

Large Enterprises

Based on Organization size, the market is bifurcated into SMEs, and Large Enterprises. In the CRM Software Market, Large Enterprises dominate the segment due to their greater resources, extensive operations, and complex customer management needs. Large enterprises often prioritize advanced CRM functionalities, scalability, and integration capabilities, which are more readily available with CRM solutions tailored for their size and requirements.

Key Players

The "Global Customer Relationship Management Software Market" study report will provide valuable insight emphasizing the global market. The major players in the market are Salesforce, Microsoft Corporation (Microsoft Dynamics 365), Oracle Corporation (Oracle CRM), SAP SE (SAP CRM), Adobe Inc. (Adobe Experience Cloud), Zoho Corporation (Zoho CRM), HubSpot, IBM Corporation (IBM Watson Customer Engagement), SugarCRM Inc., Freshworks Inc. (Freshsales), Insightly, Pipedrive.

Our market analysis also entails a section solely dedicated for such major players wherein our analysts provide an insight to the financial statements of all the major players, along with its product benchmarking and SWOT analysis. The competitive landscape section also includes key development strategies, market share and market ranking analysis of the above-mentioned players globally.

Key Developments

• In May 2022, Nylas, a provider of communication APIs for workflow automation, collaborated with Market Leader, a pioneer in real estate lead generation, custom websites, CRM, and marketing software. They partnered with the University of Portland's Shiley School of Engineering to develop a bring-your-own-inbox system using the NylasEmail API. The initiative aims to integrate email directly into CRM platforms, enhancing agent efficiency by allowing them to use their existing corporate email seamlessly.
• In March 2022, HubSpot announced a partnership with Pipe, an alternative financing platform. This collaboration provides HubSpot access to $100 million in fee-free funding for startup customers. The partnership enables startups to leverage HubSpot's CRM platform for business growth while accessing capital through Pipe, facilitating their expansion efforts.

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT 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 CUSTOMER RELATIONSHIP MANAGEMENT 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 CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT

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

6 GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE MARKET, BY ORGANIZATION SIZE

• 6.1 Overview
• 6.2 SMEs
• 6.3 Large Enterprises

7 GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT 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 Middle East & Africa
  • 7.5.2 Latin America

8 GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE MARKET COMPETITIVE LANDSCAPE

• 8.1 Overview
• 8.2 Company Market ranking
• 8.3 Key Development Strategies

9 COMPANY PROFILES

• 9.1 Salesforce
  • 9.1.1 Overview
  • 9.1.2 Financial Performance
  • 9.1.3 Product Outlook
  • 9.1.4 Key Developments
• 9.2 Microsoft Corporation (Microsoft Dynamics 365)
  • 9.2.1 Overview
  • 9.2.2 Financial Performance
  • 9.2.3 Product Outlook
  • 9.2.4 Key Developments
• 9.3 Oracle Corporation (Oracle CRM)
  • 9.3.1 Overview
  • 9.3.2 Financial Performance
  • 9.3.3 Product Outlook
  • 9.3.4 Key Developments
• 9.4 SAP SE (SAP CRM)
  • 9.4.1 Overview
  • 9.4.2 Financial Performance
  • 9.4.3 Product Outlook
  • 9.4.4 Key Developments
• 9.5 Adobe Inc. (Adobe Experience Cloud)
  • 9.5.1 Overview
  • 9.5.2 Financial Performance
  • 9.5.3 Product Outlook
  • 9.5.4 Key Developments
• 9.6 Zoho Corporation (Zoho CRM)
  • 9.6.1 Overview
  • 9.6.2 Financial Performance
  • 9.6.3 Product Outlook
  • 9.6.4 Key Developments
• 9.7 HubSpot
  • 9.7.1 Overview
  • 9.7.2 Financial Performance
  • 9.7.3 Product Outlook
  • 9.7.4 Key Developments
• 9.8 IBM Corporation (IBM Watson Customer Engagement)
  • 9.8.1 Overview
  • 9.8.2 Financial Performance
  • 9.8.3 Product Outlook
  • 9.8.4 Key Developments
• 9.9 SugarCRM Inc.
  • 9.9.1 Overview
  • 9.9.2 Financial Performance
  • 9.9.3 Product Outlook
  • 9.9.4 Key Developments
• 9.10 Freshworks Inc. (Freshsales)
  • 9.10.1 Overview
  • 9.10.2 Financial Performance
  • 9.10.3 Product Outlook
  • 9.10.4 Key Developments

10 APPENDIX

• 10.1 Related Research