Press Resease

Customer Relationship Management Services Market - Global Industry Analysis

Customer Relationship Management Services Market By Deployment Mode (Cloud, and On-Premises), By Vertical (BFSI, Government, Retail, Healthcare, Manufacturing, and Others), By Application (Marketing, Sales, Customer Support and Services, and Others): Global Industry Perspective, Comprehensive Analysis and Forecast, 2020 – 2028

Published Date: 04-Jun-2021 Category: Technology & Media Report Format : PDF Pages: 120 Report Code: ZMR-2215 Status : Published

The global Customer Relationship Management Services market accounted for USD 8.4 Billion in 2020 and is expected to reach USD 120.8 Billion by 2028, growing at a CAGR of 40% from 2021 to 2028.

Description

Market Overview    

The global Customer Relationship Management Services market accounted for USD 8.4 Billion in 2020 and is expected to reach USD 120.8 Billion by 2028, growing at a CAGR of 40% from 2021 to 2028.     

Customer Relationship Management Services is an amalgamation of business approaches, processes and software that aids in building long-term relationship between consumers and companies. The software makes sure that every phase of the interaction with customers goes effortlessly and proficiently to increment overall profit.  Structuring a connection supervision, Cross-team partnership and communication, High level of efficiency, endowed sales management, and precise sales forecasting are the features of CRM propelling the market growth.

Key players in the industry are developing advanced all-in-one solutions for the end-users at a competitive price point. Bring your own device (BOYD) is the system adopted by few companies in order to improve CRM system and manufacturers of CRM software are looking this as opportunities in CRM services market.

COVID-19 Impact Analysis:

COVID-19 pandemic has resulted in a deeply crisis with the imposition of travel restrictions across the globe on account of which the companies are ensuring to take measures for employees welfare and  balanced the financial scenario. Throughout the pandemic, organizations and ongoing trades needed to close their sales deals, lookout for opportunities and provide resolutions to the customers in order to increase retention. Government regulation for Work from Home policies has led the organization to emphasize on engaging consumers in remote working scenario. This is estimated to drive the implementation of CRM services to their full prospective as industries is focusing upon using the majority of CRM utilities to oblige buyers, increase sales engagement, and upsurge employee efficiency.

Growth Factors

As organizations are concentrating more on improving sales force, CRM plays very vital role in improving sales force. To understand the behavioral aspects of consumer, companies have to engage with the customers while customer interaction. As companies are focusing on customer engagement, this factor drives the CRM services market globally. Competition makes every company think more on customer satisfaction. Emerging small and medium organization in the market also drives global CRM services market. Simple and easy installation features of customer relationship management software and services drive this market globally. Every region of the world has a different customer base in terms of taste, behavior, and choice. To maintain a good relationship with the global customer, companies are continuously trying to improve the CRM services and system. This factor is also driving the global CRM services market. Every organization has its separate business units. Solution related to customer relationship management services for these business units will fuel the customer relationship management services market. However, customer data security is the main concern for organizations. Privacy and security concern of customer data restraints the global CRM services market.

Report Scope:

Report Attribute Details
Base Year 2020
Historic Years 2016 - 2020
Forecast Years 2021 - 2028
Segments Covered By Product Type, By Application, and By End Use
Forecast Units Value (USD Billion), and Volume (Units)
Quantitative Units Revenue in USD million/billion and CAGR from 2021 to 2028
Regions Covered North America, Europe, Asia Pacific, Latin America, and Middle East & Africa, and Rest of World
Countries Covered U.S., Canada, Mexico, U.K., Germany, France, Italy, Spain, China, India, Japan, South Korea, Brazil, Argentina, GCC Countries, and South Africa, among others
Number of Companies Covered 10 companies with scope for including additional 15 companies upon request
Report Coverage Market growth drivers, restraints, opportunities, Porter’s five forces analysis, PEST analysis, value chain analysis, regulatory landscape, market attractiveness analysis by segments and region, company market share analysis, and COVID-19 impact analysis.
Customization Scope Avail customized purchase options to meet your exact research needs.

Segment Analysis Preview

The customer relationship management services market is segmented on the basis of deployment mode, application, vertical and region. Deployment mode segment under this study includes on premises and cloud. Cloud segment is anticipated is grow owing to its low maintenance cost, high flexibility and scalability

Application segment includes marketing, sales, customer support and services and others. The customer support segment is projected to grow owing to it increasing demand for understanding consumer behavior and their preferences which helps the companies deliver best services.

The vertical segment includes BFSI, government, retail, healthcare, manufacturing, and other. The BFSI and retail are the segments holding major market share owing to increasing demand for smooth communication with purchasers and unceasing access to the consumer database.

Key Market Players & Competitive Landscape

The major players operating in the Customer Relationship Management Services market are IBM Corp., ORACLE CORP., Wipro Limited, Tata Consultancy Services Limited, Microsoft Inc., Salesforce.com, NetSuite Inc., Nimble Inc., SugarCRM Inc., and SAP SE, among others.

The global Customer Relationship Management Services market is segmented as follows:   

By Deployment Mode

  • Cloud
  • On-Premises

By Vertical

  • BFSI
  • Government
  • Retail
  • Healthcare
  • Manufacturing 
  • Others

By Application

  • Marketing
  • Sales
  •  Customer Support and Services
  • Others

By Region

  • North America
    • The U.S.
    • Canada
  • Europe
    • France
    • The UK
    • Spain
    • Germany
    • Italy
    • Rest of Europe
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Southeast Asia
    • Rest of Asia Pacific
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America
  • Middle East & Africa
    • GCC
    • South Africa
    • Rest of Middle East & Africa

Table Of Content

  • Chapter No. 1 Introduction
    • 1.1. Report Description
      • 1.1.1. Purpose of the Report
      • 1.1.2. USP & Key Offerings
    • 1.2. Key Benefits for Stakehulders
    • 1.3. Target Audience
    • 1.4. Report Scope
  • Chapter No. 2 Executive Summary
    • 2.1. Key Findings
      • 2.1.1. Top Investment Pockets
        • 2.1.1.1. Market Attractiveness Analysis, By Deployment Mode
        • 2.1.1.2. Market Attractiveness Analysis, By Vertical
        • 2.1.1.3. Market Attractiveness Analysis, By Application
        • 2.1.1.4. Market Attractiveness Analysis, By Region
    • 2.2. Market Snapshot
    • 2.3. Global Customer Relationship Management Services Market, 2016 – 2028 (USD Billion)
    • 2.4. Insights from Primary Respondents
  • Chapter No. 3 COVID 19 Impact Analysis
    • 3.1. Impact Assessment of COVID-19 Pandemic, By Region
      • 3.1.1. North America
      • 3.1.2. Europe
      • 3.1.3. Asia Pacific
      • 3.1.4. Latin America
      • 3.1.5. The Middle-East and Africa
    • 3.2. Quarterly Market Revenue and Forecast by Region 2020 & 2021
    • 3.3. Pre COVID-19 Market Revenue, By Region, 2016-2019 (USD Billion)
    • 3.4. Post COVID-19 Market Revenue, By Region, 2020-2028 (USD Billion)
    • 3.5. Key Strategies Undertaken by Companies to Tackle COVID-19
      • 3.5.1. Company Quarterly Revenue Analysis, 2019 & 2020
    • 3.6. Short Term Dynamics
    • 3.7. Long Term Dynamics
  • Chapter No. 4 Customer Relationship Management Services Market – Deployment Mode Segment Analysis
    • 4.1. Overview
      • 4.1.1. Market Revenue Share, By Deployment Mode, 2020 & 2028
    • 4.2. Cloud
      • 4.2.1. Market Application and Forecast, By Region (USD Billion)
      • 4.2.2. Comparative Revenue Analysis, By Country, 2020 & 2028
      • 4.2.3. Key Market Trends, Growth Factors, & Opportunities
    • 4.3. On-Premises
      • 4.3.1. Market Application and Forecast, By Region (USD Billion)
      • 4.3.2. Comparative Revenue Analysis, By Country, 2020 & 2028
      • 4.3.3. Key Market Trends, Growth Factors, & Opportunities
  • Chapter No. 5 Customer Relationship Management Services Market – Vertical Segment Analysis
    • 5.1. Overview
      • 5.1.1. Market Revenue Share, By Vertical, 2020 & 2028
    • 5.2. BFSI
      • 5.2.1. Market Application and Forecast, By Region (USD Billion)
      • 5.2.2. Comparative Revenue Analysis, By Country, 2020 & 2028
      • 5.2.3. Key Market Trends, Growth Factors, & Opportunities
    • 5.3. Government
      • 5.3.1. Market Application and Forecast, By Region (USD Billion)
      • 5.3.2. Comparative Revenue Analysis, By Country, 2020 & 2028
      • 5.3.3. Key Market Trends, Growth Factors, & Opportunities
    • 5.4. Retail
      • 5.4.1. Market Application and Forecast, By Region (USD Billion)
      • 5.4.2. Comparative Revenue Analysis, By Country, 2020 & 2028
      • 5.4.3. Key Market Trends, Growth Factors, & Opportunities
    • 5.5. Healthcare
      • 5.5.1. Market Application and Forecast, By Region (USD Billion)
      • 5.5.2. Comparative Revenue Analysis, By Country, 2020 & 2028
      • 5.5.3. Key Market Trends, Growth Factors, & Opportunities
    • 5.6. Manufacturing
      • 5.6.1. Market Application and Forecast, By Region (USD Billion)
      • 5.6.2. Comparative Revenue Analysis, By Country, 2020 & 2028
      • 5.6.3. Key Market Trends, Growth Factors, & Opportunities
    • 5.7. Others
      • 5.7.1. Market Application and Forecast, By Region (USD Billion)
      • 5.7.2. Comparative Revenue Analysis, By Country, 2020 & 2028
      • 5.7.3. Key Market Trends, Growth Factors, & Opportunities
  • Chapter No. 6 Customer Relationship Management Services Market – Application Segment Analysis
    • 6.1. Overview
      • 6.1.1. Market Revenue Share, By Application, 2020 & 2028
    • 6.2. Marketing
      • 6.2.1. Market Application and Forecast, By Region (USD Billion)
      • 6.2.2. Comparative Revenue Analysis, By Country, 2020 & 2028
      • 6.2.3. Key Market Trends, Growth Factors, & Opportunities
    • 6.3. Sales
      • 6.3.1. Market Application and Forecast, By Region (USD Billion)
      • 6.3.2. Comparative Revenue Analysis, By Country, 2020 & 2028
      • 6.3.3. Key Market Trends, Growth Factors, & Opportunities
    • 6.4. Customer Support and Services
      • 6.4.1. Market Application and Forecast, By Region (USD Billion)
      • 6.4.2. Comparative Revenue Analysis, By Country, 2020 & 2028
      • 6.4.3. Key Market Trends, Growth Factors, & Opportunities
    • 6.5. Others
      • 6.4.1. Market Application and Forecast, By Region (USD Billion)
      • 6.4.2. Comparative Revenue Analysis, By Country, 2020 & 2028
      • 6.4.3. Key Market Trends, Growth Factors, & Opportunities
  • Chapter No. 7 Customer Relationship Management Services Market – Regional Analysis
    • 7.1. Overview
      • 7.1.1. Global Market Revenue Share, By Region, 2020 & 2028
      • 7.1.2. Global Market Revenue, By Region, 2016 – 2028 (USD Billion)
    • 7.2. North America
      • 7.2.1. North America Market Revenue, By Country, 2016 – 2028 (USD Billion)
      • 7.2.2. North America Market Revenue, By Deployment Mode, 2016 – 2028
      • 7.2.3. North America Market Revenue, By Vertical, 2016 – 2028
      • 7.2.4. North America Market Revenue, By Application, 2016 – 2028
      • 7.2.5. U.S.
        • 7.2.5.1. U.S. Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.2.5.2. U.S. Market Revenue, By Vertical, 2016 – 2028
        • 7.2.5.3. U.S. Market Revenue, By Application, 2016 – 2028
      • 7.2.6. Canada
        • 7.2.6.1. Canada Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.2.6.2. Canada Market Revenue, By Vertical, 2016 – 2028
        • 7.2.6.3. Canada Market Revenue, By Application, 2016 – 2028
      • 7.2.7. Mexico
        • 7.2.7.1. Mexico Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.2.7.2. Mexico Market Revenue, By Vertical, 2016 – 2028
        • 7.2.7.3. Mexico Market Revenue, By Application, 2016 – 2028
    • 7.3. Europe
      • 7.3.1. Europe Market Revenue, By Country, 2016 – 2028 (USD Billion)
      • 7.3.2. Europe Market Revenue, By Deployment Mode, 2016 – 2028
      • 7.3.3. Europe Market Revenue, By Vertical, 2016 – 2028
      • 7.3.4. Europe Market Revenue, By Application, 2016 – 2028
      • 7.3.5. Germany
        • 7.3.5.1. Germany Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.3.5.2. Germany Market Revenue, By Vertical, 2016 – 2028
        • 7.3.5.3. Germany Market Revenue, By Application, 2016 – 2028
      • 7.3.6. France
        • 7.3.6.1. France Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.3.6.2. France Market Revenue, By Vertical, 2016 – 2028
        • 7.3.6.3. France Market Revenue, By Application, 2016 – 2028
      • 7.3.7. U.K.
        • 7.3.7.1. U.K. Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.3.7.2. U.K. Market Revenue, By Vertical, 2016 – 2028
        • 7.3.7.3. U.K. Market Revenue, By Application, 2016 – 2028
      • 7.3.8. Italy
        • 7.3.8.1. Italy Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.3.8.2. Italy Market Revenue, By Vertical, 2016 – 2028
        • 7.3.8.3. Italy Market Revenue, By Application, 2016 – 2028
      • 7.3.9. Spain
        • 7.3.9.1. Spain Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.3.9.2. Spain Market Revenue, By Vertical, 2016 – 2028
        • 7.3.9.3. Spain Market Revenue, By Application, 2016 – 2028
      • 7.3.10. Rest of Europe
        • 7.3.10.1. Rest of Europe Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.3.10.2. Rest of Europe Market Revenue, By Vertical, 2016 – 2028
        • 7.3.10.3. Rest of Europe Market Revenue, By Application, 2016 – 2028
    • 7.4. Asia Pacific
      • 7.4.1. Asia Pacific Market Revenue, By Country, 2016 – 2028 (USD Billion)
      • 7.4.2. Asia Pacific Market Revenue, By Deployment Mode, 2016 – 2028
      • 7.4.3. Asia Pacific Market Revenue, By Vertical, 2016 – 2028
      • 7.4.4. Asia Pacific Market Revenue, By Application, 2016 – 2028
      • 7.4.5. China
        • 7.4.5.1. China Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.4.5.2. China Market Revenue, By Vertical, 2016 – 2028
        • 7.4.5.3. China Market Revenue, By Application, 2016 – 2028
      • 7.4.6. Japan
        • 7.4.6.1. Japan Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.4.6.2. Japan Market Revenue, By Vertical, 2016 – 2028
        • 7.4.6.3. Japan Market Revenue, By Application, 2016 – 2028
      • 7.4.7. India
        • 7.4.7.1. India Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.4.7.2. India Market Revenue, By Vertical, 2016 – 2028
        • 7.4.7.3. India Market Revenue, By Application, 2016 – 2028
      • 7.4.8. South Korea
        • 7.4.8.1. South Korea Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.4.8.2. South Korea Market Revenue, By Vertical, 2016 – 2028
        • 7.4.8.3. South Korea Market Revenue, By Application, 2016 – 2028
      • 7.4.9. South-East Asia
        • 7.4.9.1. South-East Asia Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.4.9.2. South-East Asia Market Revenue, By Vertical, 2016 – 2028
        • 7.4.9.3. South-East Asia Market Revenue, By Application, 2016 – 2028
      • 7.4.10. Rest of Asia Pacific
        • 7.4.10.1. Rest of Asia Pacific Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.4.10.2. Rest of Asia Pacific Market Revenue, By Vertical, 2016 – 2028
        • 7.4.10.3. Rest of Asia Pacific Market Revenue, By Application, 2016 – 2028
    • 7.5. Latin America
      • 7.5.1. Latin America Market Revenue, By Country, 2016 – 2028 (USD Billion)
      • 7.5.2. Latin America Market Revenue, By Deployment Mode, 2016 – 2028
      • 7.5.3. Latin America Market Revenue, By Vertical, 2016 – 2028
      • 7.5.4. Latin America Market Revenue, By Application, 2016 – 2028
      • 7.5.5. Brazil
        • 7.5.5.1. Brazil Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.5.5.2. Brazil Market Revenue, By Vertical, 2016 – 2028
        • 7.5.5.3. Brazil Market Revenue, By Application, 2016 – 2028
      • 7.5.6. Argentina
        • 7.5.6.1. Argentina Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.5.6.2. Argentina Market Revenue, By Vertical, 2016 – 2028
        • 7.5.6.3. Argentina Market Revenue, By Application, 2016 – 2028
      • 7.5.7. Rest of Latin America
        • 7.5.7.1. Rest of Latin America Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.5.7.2. Rest of Latin America Market Revenue, By Vertical, 2016 – 2028
        • 7.5.7.3. Rest of Latin America Market Revenue, By Application, 2016 – 2028
    • 7.6. The Middle-East and Africa
      • 7.6.1. The Middle-East and Africa Market Revenue, By Country, 2016 – 2028 (USD Billion)
      • 7.6.2. The Middle-East and Africa Market Revenue, By Deployment Mode, 2016 – 2028
      • 7.6.3. The Middle-East and Africa Market Revenue, By Vertical, 2016 – 2028
      • 7.6.4. The Middle-East and Africa Market Revenue, By Application, 2016 – 2028
      • 7.6.5. GCC Countries
        • 7.6.5.1. GCC Countries Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.6.5.2. GCC Countries Market Revenue, By Vertical, 2016 – 2028
        • 7.6.5.3. GCC Countries Market Revenue, By Application, 2016 – 2028
      • 7.6.6. South Africa
        • 7.6.6.1. South Africa Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.6.6.2. South Africa Market Revenue, By Vertical, 2016 – 2028
        • 7.6.6.3. South Africa Market Revenue, By Application, 2016 – 2028
      • 7.6.7. Rest of Middle-East Africa
        • 7.6.7.1. Rest of Middle-East Africa Market Revenue, By Deployment Mode, 2016 – 2028
        • 7.6.7.2. Rest of Middle-East Africa Market Revenue, By Vertical, 2016 – 2028
        • 7.6.7.3. Rest of Middle-East Africa Market Revenue, By Application, 2016 – 2028
  • Chapter No. 8 Customer Relationship Management Services Market – Industry Analysis
    • 8.1. Introduction
    • 8.2. Market Drivers
      • 8.2.1. Driving Factor 1 Analysis
      • 8.2.2. Driving Factor 2 Analysis
    • 8.3. Market Restraints
      • 8.3.1. Restraining Factor Analysis
    • 8.4. Market Opportunities
      • 8.4.1. Market Opportunity Analysis
    • 8.5. Porter’s Five Forces Analysis
    • 8.6. PEST Analysis
    • 8.7. Regulatory Landscape
    • 8.8. Deployment Mode Landscape
    • 8.9. Regional Market Trends
      • 8.9.1. North America
      • 8.9.2. Europe
      • 8.9.3. Asia Pacific
      • 8.9.4. Latin America
      • 8.9.5. The Middle-East and Africa
    • 8.10. Pricing Analysis
    • 8.11. Value Chain Analysis
    • 8.12. Downstream Buyers
    • 8.13. Distributors/Traders List
  • Chapter No. 9 Competitive Landscape
    • 9.1. Company Market Share Analysis – 2019
      • 9.1.1. Global Customer Relationship Management Services Market: Company Market Share, 2019
      • 9.1.2. Global Customer Relationship Management Services Market, Company Market Revenue, 2016 – 2019 (USD Billion)
      • 9.1.3. Global Customer Relationship Management Services Market, Company Y-o-Y Growth, 2017 – 2019 (%)
      • 9.1.4. Global Customer Relationship Management Services Market: Radar Determinant Chart, 2019
    • 9.2. Strategic Developments
      • 9.2.1. Acquisitions & Mergers
      • 9.2.2. New Product Launch
      • 9.2.3. Regional Expansion
    • 9.3. Company Strategic Developments – Heat Map Analysis
  • Chapter No. 10 Company Profiles
    • 10.1. IBM Corp.
      • 10.1.1. Company Overview
      • 10.1.2. Key Executives
      • 10.1.3. Product Portfolio
      • 10.1.4. Financial Overview
      • 10.1.5. Operating Business Segments
      • 10.1.6. Business Performance
      • 10.1.7. Recent Developments
    • 10.2. ORACLE CORP.
    • 10.3. Wipro Limited
    • 10.4. Tata Consultancy Services Limited
    • 10.5. Microsoft Inc.
    • 10.6. Salesforce.com
    • 10.7. NetSuite Inc.
    • 10.8. Nimble Inc.
    • 10.9. SugarCRM Inc.
    • 10.10. SAP SE
  • Chapter No. 11 Marketing Strategy Analysis
    • 11.1. Marketing Channel
    • 11.2. Direct Marketing
    • 11.3. Indirect Marketing
    • 11.4. Marketing Channel Development Trends
    • 11.5. Economic/Pulitical Vertical Change
  • Chapter No. 12 Research Methodology
    • 12.1. Research Methodology
    • 12.2. Phase I - Secondary Research
    • 12.3. Phase II - Data Modeling
      • 12.3.1. Company Share Analysis Model
      • 12.3.2. Revenue Based Modeling
    • 12.4. Phase III - Primary Research
    • 12.5. Research Limitations
      • 12.5.1. Assumptions

List of Figures 

FIG NO. 1. Market Attractiveness Analysis, By Deployment Mode
FIG NO. 2. Market Attractiveness Analysis, By Vertical
FIG NO. 4. Market Attractiveness Analysis, By Region
FIG NO. 5. Global Customer Relationship Management Services Market Revenue, 2016 – 2028 (USD Billion)
FIG NO. 6. Impact of COVID-19 Pandemic in North America Countries
FIG NO. 7. Market Revenue Share, By Deployment Mode, 2020 & 2028
FIG NO. 8. Global Customer Relationship Management Services Market for Cloud, Revenue (USD Billion) 2016 – 2028
FIG NO. 9. Comparative Revenue Analysis of Customer Relationship Management Services Market for Cloud, By Country, 2020 & 2028
FIG NO. 10. Global Customer Relationship Management Services Market for On-Premises, Revenue (USD Billion) 2016 – 2028
FIG NO. 11. Comparative Revenue Analysis of Customer Relationship Management Services Market for On-Premises, By Country, 2020 & 2028
FIG NO. 12. Market Revenue Share, By Vertical, 2020 & 2028
FIG NO. 13. Global Customer Relationship Management Services Market for BFSI, Revenue (USD Billion) 2016 – 2028
FIG NO. 14. Comparative Revenue Analysis of Customer Relationship Management Services Market for BFSI, By Country, 2020 & 2028
FIG NO. 15. Global Customer Relationship Management Services Market for Government, Revenue (USD Billion) 2016 – 2028
FIG NO. 16. Comparative Revenue Analysis of Customer Relationship Management Services Market for Government, By Country, 2020 & 2028
FIG NO. 17. Global Customer Relationship Management Services Market for Retail, Revenue (USD Billion) 2016 – 2028
FIG NO. 18. Comparative Revenue Analysis of Customer Relationship Management Services Market for Retail, By Country, 2020 & 2028
FIG NO. 19. Global Customer Relationship Management Services Market for Healthcare, Revenue (USD Billion) 2016 – 2028
FIG NO. 20. Comparative Revenue Analysis of Customer Relationship Management Services Market for Healthcare, By Country, 2020 & 2028
FIG NO. 21. Global Customer Relationship Management Services Market for Manufacturing, Revenue (USD Billion) 2016 – 2028
FIG NO. 22. Comparative Revenue Analysis of Customer Relationship Management Services Market for Manufacturing, By Country, 2020 & 2028
FIG NO. 23. Global Customer Relationship Management Services Market for Others, Revenue (USD Billion) 2016 – 2028
FIG NO. 24. Comparative Revenue Analysis of Customer Relationship Management Services Market for Others, By Country, 2020 & 2028
FIG NO. 25. Market Revenue Share, By Application, 2020 & 2028
FIG NO.26. Global Customer Relationship Management Services Market for Marketing, Revenue (USD Billion) 2016 – 2028
FIG NO. 27. Comparative Revenue Analysis of Customer Relationship Management Services Market for Marketing, By Country, 2020 & 2028
FIG NO. 28. Global Customer Relationship Management Services Market for Sales, Revenue (USD Billion) 2016 – 2028
FIG NO. 29. Comparative Revenue Analysis of Customer Relationship Management Services Market for Sales, By Country, 2020 & 2028
FIG NO. 30. Global Customer Relationship Management Services Market for Customer Support and Services, Revenue (USD Billion) 2016 – 2028
FIG NO. 31. Comparative Revenue Analysis of Customer Relationship Management Services Market for Customer Support and Services, By Country, 2020 & 2028
FIG NO. 32. Global Customer Relationship Management Services Market for Others, Revenue (USD Billion) 2016 – 2028
FIG NO. 33. Comparative Revenue Analysis of Customer Relationship Management Services Market for Others, By Country, 2020 & 2028
FIG NO. 34. Global Customer Relationship Management Services Market Revenue Share, By Region, 2020 & 2028
FIG NO. 35. North America Customer Relationship Management Services Market Revenue, 2016 - 2028 (USD Billion)
FIG NO. 36. Porter’s Five Forces Analysis for Global Customer Relationship Management Services Market
FIG NO. 37. PEST Analysis for Global Customer Relationship Management Services Market
FIG NO. 38. Pricing Analysis for Global Customer Relationship Management Services Market
FIG NO. 39. Value Chain Analysis for Global Customer Relationship Management Services Market
FIG NO. 40. Company Share Analysis, 2019
FIG NO. 41. Radar Determinant Chart, 2019
FIG NO. 42. Company Strategic Developments – Heat Map Analysis
FIG NO. 43. IBM Corp. Business Segment Revenue Share, 2020 (%)
FIG NO. 44. IBM Corp. Geographical Segment Revenue Share, 2020 (%)
FIG NO. 45. Market Channels
FIG NO. 46. Marketing Channel Development Trend
FIG NO. 47. Growth in World Gross Product, 2008-2018
FIG NO. 48. Research Methodology – Detailed View
FIG NO. 49. Research Methodology
 


List of Tables 

TABLE NO. 1. Global Customer Relationship Management Services Market: Snapshot
TABLE NO. 2. Quarterly Customer Relationship Management Services Market Revenue by Region, 2020
TABLE NO. 3. Quarterly Customer Relationship Management Services Market Revenue Forecast by Region, 2021
TABLE NO. 4. Pre COVID-19 Market Revenue, By Region, 2016-2019 (USD Billion)
TABLE NO. 5. Post COVID-19 Market Revenue, By Region, 2020-2028 (USD Billion)
TABLE NO. 6. Global Customer Relationship Management Services Market for Cloud, by Region, 2016 – 2028 (USD Billion)
TABLE NO. 7. Global Customer Relationship Management Services Market for On-Premises, by Region, 2016 – 2028 (USD Billion)
TABLE NO. 8. Global Customer Relationship Management Services Market for BFSI, by Region, 2016 – 2028 (USD Billion)
TABLE NO. 9. Global Customer Relationship Management Services Market for Government, by Region, 2016 – 2028 (USD Billion)
TABLE NO. 10. Global Customer Relationship Management Services Market for Retail, by Region, 2016 – 2028 (USD Billion)
TABLE NO. 11. Global Customer Relationship Management Services Market for Healthcare, by Region, 2016 – 2028 (USD Billion)
TABLE NO. 12. Global Customer Relationship Management Services Market for Manufacturing, by Region, 2016 – 2028 (USD Billion)
TABLE NO. 13. Global Customer Relationship Management Services Market for Others, by Region, 2016 – 2028 (USD Billion)
TABLE NO. 14. Global Customer Relationship Management Services Market for Marketing, by Region, 2016 – 2028 (USD Billion)
TABLE NO. 15. Global Customer Relationship Management Services Market for Sales, by Region, 2016 – 2028 (USD Billion)
TABLE NO. 16. Global Customer Relationship Management Services Market for Customer Support and Services, by Region, 2016 – 2028 (USD Billion)
TABLE NO. 17. Global Customer Relationship Management Services Market for Others, by Region, 2016 – 2028 (USD Billion)
TABLE NO. 18. G6obal Customer Relationship Management Services Market Revenue, By Region, 2016 – 2028 (USD Billion)
TABLE NO. 19. North America Customer Relationship Management Services Market Revenue, By Country, 2016 – 2028 (USD Billion)
TABLE NO. 20. North America Customer Relationship Management Services Market Revenue, By Deployment Mode, 2016 – 2028 (USD Billion)
TABLE NO. 21. North America Customer Relationship Management Services Market Revenue, By Vertical, 2016 – 2028 (USD Billion)
TABLE NO. 22. North America Customer Relationship Management Services Market Revenue, By Application, 2016 – 2028 (USD Billion)
TABLE NO. 23. U.S. Customer Relationship Management Services Market Revenue, By Deployment Mode, 2016 – 2028 (USD Billion)
TABLE NO. 24. U.S. Customer Relationship Management Services Market Revenue, By Vertical, 2016 – 2028 (USD Billion)
TABLE NO. 25. U.S. Customer Relationship Management Services Market Revenue, By Application, 2016 – 2028 (USD Billion)
TABLE NO. 26. Canada Customer Relationship Management Services Market Revenue, By Deployment Mode, 2016 – 2028 (USD Billion)
TABLE NO. 27. Canada Customer Relationship Management Services Market Revenue, By Vertical, 2016 – 2028 (USD Billion)
TABLE NO. 28. Canada Customer Relationship Management Services Market Revenue, By Application, 2016 – 2028 (USD Billion)
TABLE NO. 29. Mexico Customer Relationship Management Services Market Revenue, By Deployment Mode, 2016 – 2028 (USD Billion) 
TABLE NO. 30. Mexico Customer Relationship Management Services Market Revenue, By Vertical, 2016 – 2028 (USD Billion)
TABLE NO. 31. Mexico Customer Relationship Management Services Market Revenue, By Application, 2016 – 2028 (USD Billion)
TABLE NO. 32. Drivers for the Customer Relationship Management Services Market: Impact Analysis
TABLE NO. 33. Restraints for the Customer Relationship Management Services Market: Impact Analysis
TABLE NO. 34. Major Buyers of Customer Relationship Management Services 
TABLE NO. 35. Distributors/Traders List of Customer Relationship Management Services 
TABLE NO. 36. Global Customer Relationship Management Services Market, Company Market Revenue, 2016 – 2019 (USD Billion)
TABLE NO. 37. Global Customer Relationship Management Services Market, Company Y-o-Y Growth, 2017 – 2019 (USD Billion)
  
 

Methodology

This report is based on in-depth qualitative and quantitative analyses of the global Customer Relationship Management Services market. Zion Research has collected and analyzed key data belong to the global Customer Relationship Management Services market using a variety of methods. Quantitative analysis has been done following various projection and sampling techniques.

The qualitative analysis involved primary interviews, surveys, and vendor briefings. The data gathered as a result of these processes were validated through experts' opinions. The market dynamics have been determined after conducting a detailed study of the micro and macroeconomic indicators of the market.

Various parameters have been taken into account, while estimating market size. The revenue generated by the leading industry participants in from the sales of Customer Relationship Management Services across the world has been calculated through primary and secondary research.

Zion Research employs the combination of secondary research followed by extensive primary research. Under secondary research, we refer to prominent paid as well as open access data sources including product literature, company annual reports, government publications, press releases, industry association’s magazines and other relevant sources for data collection. Other prominent secondary sources include STATISTA, trade journals, trade associations, statistical data from government websites, etc. 

For this study, Zion Research has conducted all-encompassing primary research with key industry participants to collect first had data. Moreover, in-depth interviews with key opinion leaders also assisted in validation of findings from secondary research and to understand key trends in the Customer Relationship Management Services industry. Primary research makes up the major source of data collection and validation.   

Primary Research

We conduct primary interviews with industry participants and commentators on an ongoing basis to validate data and analysis. A typical research interview fulfills the following functions:

  • Provides firsthand information on market size, market trends, growth trends, competitive landscape, outlook, etc.
  • Helps in validating and strengthening the secondary research findings
  • Further, develops the analysis team’s expertise and market understanding
  • Primary research involves e-mail interactions, telephonic interviews as well as face-to-face interviews for each market, category, segment and sub-segment across geographies

Participants who typically participate in such a process include, but are not limited to:

  • Industry participants: CEOs, VPs, marketing/product managers, market intelligence managers and national sales managers
  • Purchasing managers, technical personnel, distributors and resellers
  • Outside experts: Investment bankers, valuation experts and research analysts specializing in specific markets

Key opinion leaders specializing in different areas corresponding to different industry verticals

Secondary Research

Secondary research sources that are typically referred to include, but are not limited to:

  • Company websites, annual reports, financial reports, broker reports, investor presentations and SEC filings
  • IDC and other relevant magazines
  • Internal and external proprietary databases, and relevant patent and regulatory databases
  • National government documents, statistical databases and market reports

News articles, press releases and webcasts specific to companies operating in the market

Following a comprehensive secondary and primary research and insights thus gathered, analysts at Zion Research have provided an in-depth analysis of various aspects of the Customer Relationship Management Services market.

Models

Where no hard data is available, we use models and estimates to produce comprehensive data sets. A rigorous methodology is adopted, wherein the available hard data is cross-referenced with the following data types to produce estimates:

  • Demographic data: Population split by segments
  • Macroeconomic indicators: GDP, PPP, Per Capita Income, etc.
  • Industry indicators: Expenditure, technology stage and infrastructure, sector growth and facilities
  • Data is then cross-checked by an expert panel.

Free Analysis

In today’s world, organizations need to keep in touch with the customers and fulfill the requirements of customers in order to be in competition. To increase the sales and profits of the organization, one must improve the relationship with the customers of the company. Success and increased sales numbers depend on the healthy relationship with customers. But complex business operations always need effective CRM software. To manage and handle the data related to customers, companies now days rely on CRM services and services. CRM system gives information about customer while contact happens between company and customer by different channels like company's website, telephone, live chat, direct mail, marketing materials and social media. CRM is used by companies to improve the relationship with customers by analyzing the customer data throughout the lifecycle of a customer.

Deployment of customer relationship management services through cloud system is easier and consume less time. Simple and easy installation features of customer relationship management software and services drive this market globally. Competition makes every company think more on customer satisfaction. Emerging small and medium organization in the market into customer satisfaction also drives global CRM services market. To maintain a good relationship with global customer global companies are continuously trying to improve the CRM services and system. The increase in social CRM and mobility is also driving the growth of customer services and relationship management. However, privacy and security concern of customer data restraints the global CRM services market. New technologies such as BYOD (bring your own device) and industry ready CRM services software will fuel this customer relationship management services market globally.

The customer relationship management services market is segmented on the basis of deployment mode, application, vertical and region. Deployment mode segment includes on-premise and cloud. Due to low-cost investment and easy setup, cloud based CRM services software is leading segment in deployment mode. Easy handling and less time for operation make cloud based software preferable over on-premise software. Application segment includes marketing, sales, customer support and services and others. Due to a large number of market share of sales force CRM, sales application is leading segment. Increase in interaction with customers, customer support and service department is also leading in CRM services users. The vertical segment includes BFSI, government, retail, healthcare, manufacturing, and others. With more number of the customer base in the manufacturing industry, manufacturing segment is leading in this customer relationship management services market. Due to increasing number of bank accounts and transaction, BFSI is also increased its customer base and is leading segment in this market. Retail and healthcare segments are also leading in CRM services users due to the expansion of its business units. The regional segmentation includes the current and forecast demand for North America, Europe, Asia Pacific, Latin America and the Middle East and Africa with its further bifurcation into major countries including U.S., France, Germany, UK, China, India, Japan, and Brazil.

The report covers detailed competitive outlook including company profiles of the key participants operating in the global market. Key players profiled in the report include IBM Corp., Oracle Corp., Wipro Limited, Tata Consultancy Services Limited, Microsoft Inc., Salesforce.com Inc., NetSuite Inc., Nimble Inc., SugarCRM Inc., SAP SE, Amdocs Ltd., Sage CRM Solutions Ltd. and Ramco Systems Ltd.

Choose License Type

Request the coronavirus impact analysis across industries and markets

FrequentlyAsked Questions

The global Customer Relationship Management Services market was valued at USD 8.4 Billion in 2020.

The global Customer Relationship Management Services market is expected to reach USD 120.8 Billion by 2028, growing at a CAGR of 40% between 2021 to 2028.

As organizations are concentrating more on improving sales force, CRM plays very vital role in improving sales force. To understand the behavioral aspects of consumer, companies have to engage with the customers while customer interaction. As companies are focusing on customer engagement, this factor drives the CRM services market globally.

North America Customer Relationship Management Services market is expected to show strong growth on account of presence of several service providers and numerous companies reliance on the use of advanced technologies.

The major players operating in the Customer Relationship Management Services market are IBM Corp., ORACLE CORP., Wipro Limited, Tata Consultancy Services Limited, Microsoft Inc., Salesforce.com, NetSuite Inc., Nimble Inc., SugarCRM Inc., and SAP SE, among others.

HappyClients

Office Address

Contact Us

Zion Market Research
Tel: +1 (844) 845-5245
USA/Canada Toll Free No.+1 (855) 465-4651

Asia Pacific Office

3rd Floor, Mrunal Paradise, Opp Maharaja Hotel, Pimple Gurav, Pune 411061, Maharashtra, India
Phone No 020-46277770

Contact #

US OFFICE NO +1 (844) 845-5245
US/CAN TOLL FREE +1 (855) 465-4651
Email: sales@zionmarketresearch.com

We Are On Social

Business Hours

Our support available to help you 24 hours a day, five days a week.

Monday - Friday: 9AM - 6PM

Saturday - Sunday: Closed