Customer Relationship Management (CRM) Market Analysis By Deployment, By Enterprise Size, By Application (BFSI, Retail, Healthcare, Telecom & IT, Discrete Manufacturing), By Region, And Segment Forecasts, 2014 - 2025

Published: Apr, 2017 | Pages: 90 | Publisher: Grand View Research
Industry: Technology & Media | Report Format: Electronic (PDF)

The global customer relationship management market is expected to reach USD 81.9 billion by 2025, according to a new report by Grand View Research, Inc. The ability of CRM suites to carry out business with ease is driving the demand for the CRM solution across both big and small companies.

Customer relationship management solutions have managed to exhibit an impressive adoption and growth rate in the last of couple of years despite over 20 years of market presence. This growth trend is expected to continue in the coming years as well owing to numerous benefits of CRM suites, including operational efficiency, reduced cost of marketing, and the ability to complete sales cycle 'on the go'. These solutions have boosted the efficiency of the sales teams by reducing the sales cycle time. Additionally, they have also assisted in increasing revenues while simultaneously making the process of acquiring and retaining customers easier.

One of the most interesting trends observed in the CRM marketplace is the spectacular rise of cloud deployed solutions. While this technology has been in the industry for quite some time, its widespread adoption by small and large businesses was unforeseen. The rise in social CRM and mobility has also been driving the growth of a new genre of customer services and relationship management.

Though the big data and analytics technology has various industrial applications, it has found significant usage in the CRM marketplace. With predictive analysis and customer intelligence gaining traction in the industry, it can be said with certainty that CRM and analytics integration is here to stay. Sales and marketing have been benefiting from these technological advancements alongside customer services, IT, and finance departments gaining equally from access to CRM databases.

The industry is expected to continue its growth stride with dynamic trends, technological proliferation, and innovations over the better part of next decade. As such, the mid-market companies will play a role in changing the product functionalities and their portfolios, which would shape the overall market in the coming years.

Further key findings from the report suggest:

The industry is marked by the presence of big enterprises including Salesforce.com, Microsoft, SAP, Oracle, and Adobe.

While business-to-business companies are at the forefront of customer relationship management suite adoption, business-to-consumer companies maintain an upper hand in terms of usage.

CRM solutions are finding new business avenues including local governments, non-profit organizations, and education sector.

Connected devices will play a vital role in the changing industry as the demand for mobile applications as the major deployment option is increasing.

The professional services sector is expected to embrace the solutions available in the market to a great extent as the application scope of these solutions is in line with the services sector.

 Table of Content

Chapter 1 Methodology and Scope
                1.1 Research methodology
                1.2 Research scope and assumptions
                1.3 List of data sources
Chapter 2 Executive Summary
                2.1 Customer Relationship Management - Industry Snapshot and Key Buying Criteria, 2014
Chapter 3 Customer Relationship Management Industry Outlook
                3.1 Market Segmentation
                3.2 Market Size and Growth Prospects
                3.3 Value Chain Analysis
                3.4 Customer Relationship Management Market Dynamics
                    3.4.1 Market driver analysis
                    3.4.2 Market restraint analysis
                3.5 Key Opportunities Prioritized
                3.6 Industry Analysis - Porter's
                3.7 Customer Relationship Management Key Vendors Analysis, 2015
                3.8 Customer Relationship Management PESTEL Analysis
                3.9 Customer Relationship Management Key Company Analysis, 2015
Chapter 4 Customer Relationship Management Deployment Outlook
                4.1 Customer Relationship Management Market Share by Deployment, 2015 & 2025
                4.2 On-premise
                    4.2.1 On-premise Customer Relationship Management market, by region, 2014 - 2025
                4.3 Cloud
                    4.3.1 Cloud Customer Relationship Management market, by region, 2014 - 2025
Chapter 5 Customer Relationship Management Enterprise Size Outlook
                5.1 Customer Relationship Management Market Share by Enterprise Size, 2015 & 2025
                5.2 Large Enterprises
                    5.2.1 Customer Relationship Management market in large enterprises, by region, 2014 - 2025
                5.3 SMBs
                    5.3.1 Customer Relationship Management market in SMBs, by region, 2014 - 2025
Chapter 6 Customer Relationship Management Application Outlook
                6.1 Customer Relationship Management Market Share by Application, 2015 &2025
                6.2 BFSI
                    6.2.1 Customer Relationship Management market in BFSI, by region, 2014 - 2025
                6.3 Retail
                    6.3.1 Customer Relationship Management market in retail, by region, 2014 - 2025
                6.4 Healthcare
                    6.4.1 Customer Relationship Management market in healthcare, by region, 2014 - 2025
                6.5 IT & Telecom
                    6.5.1 Customer Relationship Management market in IT & telecom, by region, 2014 - 2025
                6.6 Discrete Manufacturing
                    6.6.1 Customer Relationship Management market in discrete manufacturing, by region, 2014 - 2025
                6.7 Government & Education
                    6.7.1 Customer Relationship Management market in government & education, by region, 2014 - 2025
                6.8 Others
                    6.8.1 Customer Relationship Management market in other applications, by region, 2014 - 2025
Chapter 7 Customer Relationship Management Regional Outlook
                7.1 Customer Relationship Management Market Share by Region, 2014 - 2025
                7.2 North America
                    7.2.1 North America Customer Relationship Management market, by application, 2014 - 2025
                    7.2.2 North America Customer Relationship Management market, by deployment, 2014 - 2025
                    7.2.3 North America Customer Relationship Management market, by enterprise size, 2014 - 2025
                    7.2.4 U.S.
                        7.2.4.1 U.S. Customer Relationship Management market, by application, 2014 - 2025
                        7.2.4.2 U.S. Customer Relationship Management market, by deployment, 2014 - 2025
                        7.2.4.3 U.S. Customer Relationship Management market, by enterprise size, 2014 - 2025
                    7.2.5 Canada
                        7.2.5.1 Canada Customer Relationship Management market, by application, 2014 - 2025
                        7.2.5.2 Canada Customer Relationship Management market, by deployment, 2014 - 2025
                        7.2.5.3 Canada Customer Relationship Management market, by enterprise size, 2014 - 2025
                7.3 Europe
                    7.3.1 Europe Customer Relationship Management market, by application, 2014 - 2025
                    7.3.2 Europe Customer Relationship Management market,by deployment, 2014 - 2025
                    7.3.3 Europe Customer Relationship Management market, by enterprise size, 2014 - 2025
                    7.3.4 UK
                        7.3.4.1 UK Customer Relationship Management market, by application, 2014 - 2025
                        7.3.4.2 UK Customer Relationship Management market, by deployment, 2014 - 2025
                        7.3.4.3 UK Customer Relationship Management market, by enterprise size, 2014 - 2025
                    7.3.5 Germany 
                        7.3.5.1 Germany Customer Relationship Management market, by application, 2014 - 2025
                        7.3.5.2 Germany Customer Relationship Management market, by deployment, 2014 - 2025
                        7.3.5.3 Germany Customer Relationship Management market, by enterprise size, 2014 - 2025
                7.4 Asia Pacific
                    7.4.1 Asia Pacific Customer Relationship Management market, by application, 2014 - 2025
                    7.4.2 Asia Pacific Customer Relationship Management market, by deployment, 2014 - 2025
                    7.4.3 Asia Pacific Customer Relationship Management market, by enterprise size, 2014 - 2025
                    7.4.4 China
                        7.4.4.1 China Customer Relationship Management market, by application, 2014 - 2025
                        7.4.4.2 China Customer Relationship Management market, by deployment, 2014 - 2025
                        7.4.4.3 China Customer Relationship Management market, by enterprise size, 2014 - 2025
                    7.4.5 India
                        7.4.5.1 India Customer Relationship Management market, by application, 2014 - 2025
                        7.4.5.2 India Customer Relationship Management market, by deployment, 2014 - 2025
                        7.4.5.3 India Customer Relationship Management market, by enterprise size, 2014 - 2025
                    7.4.6 Japan
                        7.4.6.1 Japan Customer Relationship Management market, by application, 2014 - 2025
                        7.4.6.2 Japan Customer Relationship Management market, by deployment, 2014 - 2025
                        7.4.6.3 Japan Customer Relationship Management market, by enterprise size, 2014 - 2025
                7.5 South America
                    7.5.1 South America Customer Relationship Management market, by application, 2014 - 2025
                    7.5.2 South America Customer Relationship Management market, by deployment, 2014 - 2025
                    7.5.3 South America Customer Relationship Management market, by enterprise size, 2014 - 2025
                    7.5.4 Brazil
                        7.5.4.1 Brazil Customer Relationship Management market, by application, 2014 - 2025
                        7.5.4.2 Brazil Customer Relationship Management market, by deployment, 2014 - 2025
                        7.5.4.3 Brazil Customer Relationship Management market, by enterprise size, 2014 - 2025
                7.6 MEA
                    7.6.1 MEA Customer Relationship Management market, by application, 2014 - 2025
                    7.6.2 MEA Customer Relationship Management market, by deployment, 2014 - 2025
                    7.6.3 MEA Customer Relationship Management market, by enterprise size, 2014 - 2025
Chapter 8 Competitive Landscape
                8.1 Salesforce.com, Inc.
                    8.1.1 Company overview
                    8.1.2 Financial performance
                    8.1.3 Product benchmarking
                    8.1.4 Strategic initiatives
                8.2 Microsoft Corporation
                    8.2.1 Company overview
                    8.2.2 Financial performance
                    8.2.3 Product benchmarking
                    8.2.4 Strategic initiatives
                8.3 SAP SE
                    8.3.1 Company overview
                    8.3.2 Financial performance
                    8.3.3 Product benchmarking
                    8.3.4 Strategic initiatives
                8.4 Oracle Corporation
                    8.4.1 Company overview
                    8.4.2 Financial performance
                    8.4.3 Product benchmarking
                    8.4.4 Strategic initiatives
                8.5 Adobe Systems Inc.
                    8.5.1 Company overview
                    8.5.2 Financial performance
                    8.5.3 Product benchmarking
                    8.5.4 Strategic initiatives
                8.6 SugarCRM
                    8.6.1 Company overview
                    8.6.2 Financial performance
                    8.6.3 Product benchmarking
                    8.6.4 Strategic initiatives
                8.7 Zoho
                    8.7.1 Company overview
                    8.7.2 Financial performance
                    8.7.3 Product benchmarking
                    8.7.4 Strategic initiatives
                8.8 Netsuite Inc.
                    8.8.1 Company overview
                    8.8.2 Financial performance
                    8.8.3 Product benchmarking
                    8.8.4 Strategic initiatives
                8.9 Insightly
                    8.9.1 Company overview
                    8.9.2 Financial performance
                    8.9.3 Product benchmarking
                    8.9.4 Strategic initiatives
                8.10 Bpmonline
                    8.10.1 Company overview
                    8.10.2 Financial performance
                    8.10.3 Product benchmarking
                    8.10.4 Strategic initiatives

List of Tables

TABLE 1 Customer Relationship Management - Industry snapshot, 2014 - 2025
TABLE 2 Global customer relationship management market, 2014 - 2025 (USD Million)
TABLE 3 Global customer relationship management market, by region, 2014 - 2025 (USD Million)
TABLE 4 Global customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 5 Global customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 6 Global customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)
TABLE 7 Key applications trends
TABLE 8 Customer relationsip management market key developments
TABLE 9 Customer relationship management company ranking
TABLE 10 Customer relationship management - Key market driver impact
TABLE 11 Customer relationship management - Key market restraint impact
TABLE 12 Customer relationship management in BFSI, 2014 - 2025 (USD Million)
TABLE 13 Customer relationship management in BFSI, by region, 2014 - 2025 (USD Million)
TABLE 14 Customer relationship management in retail, 2014 - 2025 (USD Million)
TABLE 15 Customer relationship management in retail, by region, 2014 - 2025 (USD Million)
TABLE 16 Customer relationship management in healthcare, 2014 - 2025 (USD Million)
TABLE 17 Customer relationship management in healthcare, by region 2014 - 2025 (USD Million)
TABLE 18 Customer relationship management in IT & telecom, 2014 - 2025 (USD Million)
TABLE 19 Customer relationship management in IT & telecom, by region, 2014 - 2025 (USD Million)
TABLE 20 Customer relationship management in discrete manufacturing, 2014 - 2025 (USD Million)
TABLE 21 Customer relationship management in discrete manufacturing, by region, 2014 - 2025 (USD Million)
TABLE 22 Customer relationship management in government & education, 2014 - 2025 (USD Million)
TABLE 23 Customer relationship management in government & education, by region, 2014 - 2025 (USD Million)
TABLE 24 Customer relationship management in other applications, 2014 - 2025 (USD Million)
TABLE 25 Customer relationship management demand in other applications, by region, 2014 - 2025 (USD Million)
TABLE 26 On-premise customer relationship management market, 2014 - 2025 (USD Million)
TABLE 27 On-premise customer relationship management market, by region, 2014 - 2025 (USD Million)
TABLE 28 Cloud deployment customer relationship management market, 2014 - 2025 (USD Million)
TABLE 29 Cloud deployment customer relationship management market, by region, 2014 - 2025 (USD Million)
TABLE 30 Customer relationship management market in large enterprises, 2014 - 2025 (USD Million)
TABLE 31 Customer relationship management market in large enterprises, by region, 2014 - 2025 (USD Million)
TABLE 32 Customer relationship management market in SMBs, 2014 - 2025 (USD Million)
TABLE 33 Customer relationship management market in SMBs, by region, 2014 - 2025 (USD Million)
TABLE 34 North America customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 35 North America customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 36 North America customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)
TABLE 37 U.S. customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 38 U.S. customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 39 U.S. customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)
TABLE 40 Canada customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 41 Canada customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 42 Canada customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)
TABLE 43 Europe customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 44 Europe customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 45 Europe customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)
TABLE 46 UK customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 47 UK customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 48 UK customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)
TABLE 49 Germany customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 50 Germany customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 51 Germany customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)
TABLE 52 Asia Pacific customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 53 Asia Pacific customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 54 Asia Pacific customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)
TABLE 55 China customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 56 China customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 57 China customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)
TABLE 58 India customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 59 India customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 60 India customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)
TABLE 61 Japan customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 62 Japan customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 63 Japan customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)
TABLE 64 South America customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 65 South America customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 66 South America customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)
TABLE 67 Brazil customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 68 Brazil customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 69 Brazil customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)
TABLE 70 MEA customer relationship management market, by application, 2014 - 2025 (USD Million)
TABLE 71 MEA customer relationship management market, by deployment, 2014 - 2025 (USD Million)
TABLE 72 MEA customer relationship management market, by enterprise size, 2014 - 2025 (USD Million)