Global Customer Relationship Management Industry Report: Analysis and Forecast 2022-2027

Customer Relationship Management Industry Report

Global Customer Relationship Management Industry Report: Analysis and Forecast 2022-2027

Regional Category Spend, Price Analysis, Key Demand and Price Indicators, and Best Buying Practices by a Customer Relationship Management industry report

The customer relationship management was valued to be worth 63.11 billion in 2021. In the projection period of 2022-2027, the industry is expected to grow at a CAGR of around 14.75 percent, achieving a value of around 144.08 billion by 2027.

The customer relationship management industry report broadly studies the industry, together with important segments, movements, drivers, constraints, the competitive landscape, and other critical market features. The customer relationship management (CRM) industry research examines the industry in detail, covering key segments, trends, drivers, restraints, the competitive landscape, and other important market factors. More than 91 percent of organizations with more than ten people in their database are expected to use CRM approaches in tasks such as sales, marketing, and customer support. North America is the biggest category spender by region which is impelling the demand for the customer relationship management industry.

Global Customer Relationship Management: Industry Definition and Segmentation


Customer relationship management (CRM) is a process that helps businesses improve their continuous customer contacts and quickly hire new clients and customers. CRM services make cooperating with customers easier and increase client satisfaction with the service or product. These services include guidelines, laws, standards, and assistance with organising and recording all relevant data.

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Global Customer Relationship Management industry report comprises segments:

  • By components: Software and Services
  • By deployment criterion: Cloud and on-premises
  • By enterprise size: Large and Small, and Medium
  • By application: Marketing and Sales, Customer Management, Lead Generation, and Customer Retention, Customer support and contact centers, and Others
  • By region: North America, Europe, Latin America, the Asia Pacific, and the Middle East and Africa

Snapshot of the Report

The regional markets for the industry can be divided into North America, Europe, Latin America, the Asia Pacific, and the Middle East and Africa.

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Category Drivers

On a global scale, the integration of AI across digital technologies is increasing. As a result, the need for AI in customer relations software is increasing at a rapid rate to improve customer experience. AI technologies such as machine learning, deep learning, and natural language processors help CRM software understand a customer’s emotional condition. The programme directs and delivers solutions to the consumer based on this information, which aids in the establishment of solid ties. For example, Salesforce’s Einstein and Zoho CRM’s Zia AI-based customer relationship software use voice command technologies to collect customer data. As a result, the incorporation of AI technology is expected to grow the industry in the next years.

Category Insight by Region

In 2021, the North American area led the CRM market, with the United States accounting for most of the profit share of 44.1 percent. The rise in the adoption of CRM solutions by multiple organisations and entities across the region, which rely on the use of established technologies, is expected to drive the market in the years to come. Furthermore, the market in North America is expected to be driven by the continued adoption of digital transformation across a variety of industries, including banking, retail, and hospitality. Over the projected period, the Asia Pacific area is expected to have the greatest CAGR.

The growing demand for new and better CRM solutions, the expansion of the e-commerce industry, relationship the expanding scope of organisations, and a large client base are all contributing to the industry’s rapid growth in Asia, particularly in China and India. The CRM market and other integrated technologies that deliver enhanced consumer pleasure are critical to the fast-paced transition to the digital revolution. As a result, demand for CRM software is expected to rise to properly implement digitisation, which would aid market expansion on a global scale. Customer demand is another major driver of the market.

Best Procurement Practices

The global customer relationship management industry report by Procurement Resource gives an in-depth analysis of the best buying practices followed by the major customer relationship management products across the globe, such as engagement models, contract terms, and buyer and supplier negotiation levers, among others.

Category Management Studies

Most CRM software automates several processes that are traditionally difficult to keep track of. Automation in the sales force function, on the other hand, aims to reorganise, simplify, and automate back-end activities such as managing and tracking orders, administering inventory, and estimating sales. For example, systematising and programming repetitive tasks like emails, generating leads, and managing social media supports marketing units with proficiency. Artificial intelligence (AI) has a lot of potential in CRM, and many companies are investing in it. This enables businesses to project and present new ideas based on unique business methods.

Key Supplier Profiles included in the Global Customer Relationship Management Industry Report

The key market players are, Inc, Microsoft Corporation, Oracle Corporation, SAP SE, and Infor.

The report covers capacity additions, plant shutdowns, investments/divestments, mergers and acquisitions, and other latest developments in the market.

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