Global Customer Relationship Management (CRM) Market Report 2021 by Key Players, Types, Applications, Countries, Market Size, Forecast to 2027 (Based on 2020 COVID-19 Worldwide Spread)
Global Customer Relationship Management (CRM) Market Report 2021 by Key Players, Types, Applications, Countries, Market Size, Forecast to 2027 (Based on 2020 COVID-19 Worldwide Spread)
The Customer Relationship Management (CRM) Market report highlights technological advancements, investment opportunities, and regulatory frameworks shaping the industry landscape through 2030.
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Ample Market Research presents an in-depth analysis of the Customer Relationship Management (CRM) Market, offering valuable insights into current industry trends, future growth prospects, and strategic market dynamics. This report provides a detailed evaluation of key market drivers, restraints, emerging trends, and regional influences shaping the industry's evolution.
By leveraging historical analysis and forecast projections, this study offers a holistic understanding of market developments, assisting stakeholders in making informed strategic decisions. Additionally, a SWOT analysis is incorporated to highlight strengths, weaknesses, opportunities, and threats within the sector.
The evolving U.S. tariff policy in 2025 is bringing considerable uncertainty into the global economic landscape. This report delves into the latest U.S. tariff measures and the corresponding policy responses across the world, assessing their impacts on Customer Relationship Management (CRM) market competitiveness, regional economic interdependencies, and supply chain reconfigurations.
Customer Relationship Management (CRM) Market Segmentation
Market segmentation in research is the process of breaking down a broad market into distinct consumer groups based on shared characteristics, such as demographics, geographic location, behavioral patterns, or lifestyle preferences. This approach enables businesses to refine their product offerings and marketing strategies to better address the unique needs of each segment. By tailoring their approach, companies can optimize resource allocation, enhance customer satisfaction, and drive sales growth, ultimately securing a competitive advantage. Effective segmentation helps businesses gain deeper insights into their audience, craft targeted strategies, and maximize overall market performance.
Customer Relationship Management (CRM) Market by Type [Analysis by Value from to ]:
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Customer Relationship Management (CRM) Market by Application [Analysis by Value from to ]:
Key Players in the Customer Relationship Management (CRM) Market
Leading market players are focused on strengthening their presence by acquiring emerging companies. Established firms are heavily investing in research and development to introduce innovative products and expand their market reach. Additionally, some companies are engaging in mergers to leverage their combined strengths and deliver high-quality products. Based on these factors, the study includes the following key industry players.
Customer Relationship Management (CRM) Market Dynamics: Drivers & Restraints
The report meticulously examines the core growth factors and challenges influencing market expansion. Each variable is supported by qualitative and quantitative insights, with Harvey ball indicators representing their level of impact.
Customer Relationship Management (CRM) Market Analysis & Industry Trends
A comprehensive overview of industry developments, regulatory updates, and structural market shifts is provided. The report also evaluates the impact of U.S. tariff policy on global demand fluctuations and recovery patterns.
Customer Relationship Management (CRM) Market Size & Demand Forecast ()
Precise market sizing data and demand forecasts are included, covering year-on-year (YoY) growth rates and compound annual growth rate (CAGR) projections, enabling businesses to plan for future growth.
Customer Relationship Management (CRM) Industry Supply Chain & Competitive Analysis
Using Porter’s Five Forces framework, the report assesses competitive intensity and profitability within the industry. A detailed supply chain analysis examines market participants, operational structures, and efficiency factors.
Customer Relationship Management (CRM) Segmentation & Growth Forecasts
The study systematically breaks down the Global Customer Relationship Management (CRM) Market into multiple segments, outlining current conditions and future growth trajectories. This helps identify emerging trends and lucrative opportunities.
Regional Market Insights
The report offers country-wise assessments of market drivers, regulatory frameworks, and growth prospects across key regions:
• North America (United States, Canada, Mexico)
• Europe (Germany, France, United Kingdom, Russia)
• Asia-Pacific (China, India, Japan, South Korea, Australia)
• Rest of the World (Saudi Arabia, Brazil, Nigeria, South Africa)
Competitive Landscape & Key Player Profiles
Detailed evaluations of major companies include:
• Business overview & product offerings
• Financial performance & investment trends
• Recent mergers, acquisitions, and joint ventures (JVs)
• Strategic approaches adopted by market leaders
Executive Summary & Actionable Recommendations
A concise summary featuring charts, infographics, and forward-looking forecasts is provided. The report concludes with strategic recommendations to guide market stakeholders in decision-making.
Why Invest in This Customer Relationship Management (CRM) Market Report?
✔️ Gain valuable insights into how COVID-19 has influenced the Customer Relationship Management (CRM) market.
✔️ Discover market opportunities across key global regions.
✔️ Evaluate growth drivers & restraints and their long-term impact.
✔️ Access comprehensive market sizing & forecasting data.
✔️ Stay ahead of industry trends & competitive strategies.
✔️ Monitor M&A activities, partnerships, and joint ventures shaping the market.
For expert insights and customized segmentation, contact us to tailor the report to your specific business needs.
By leveraging historical analysis and forecast projections, this study offers a holistic understanding of market developments, assisting stakeholders in making informed strategic decisions. Additionally, a SWOT analysis is incorporated to highlight strengths, weaknesses, opportunities, and threats within the sector.
The evolving U.S. tariff policy in 2025 is bringing considerable uncertainty into the global economic landscape. This report delves into the latest U.S. tariff measures and the corresponding policy responses across the world, assessing their impacts on Customer Relationship Management (CRM) market competitiveness, regional economic interdependencies, and supply chain reconfigurations.
Customer Relationship Management (CRM) Market Segmentation
Market segmentation in research is the process of breaking down a broad market into distinct consumer groups based on shared characteristics, such as demographics, geographic location, behavioral patterns, or lifestyle preferences. This approach enables businesses to refine their product offerings and marketing strategies to better address the unique needs of each segment. By tailoring their approach, companies can optimize resource allocation, enhance customer satisfaction, and drive sales growth, ultimately securing a competitive advantage. Effective segmentation helps businesses gain deeper insights into their audience, craft targeted strategies, and maximize overall market performance.
Customer Relationship Management (CRM) Market by Type [Analysis by Value from to ]:
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Customer Relationship Management (CRM) Market by Application [Analysis by Value from to ]:
- BFSI
- Retail
- Healthcare
- Telecom and IT
- Discrete Manufacturing
- Government & Education
- Others
Key Players in the Customer Relationship Management (CRM) Market
Leading market players are focused on strengthening their presence by acquiring emerging companies. Established firms are heavily investing in research and development to introduce innovative products and expand their market reach. Additionally, some companies are engaging in mergers to leverage their combined strengths and deliver high-quality products. Based on these factors, the study includes the following key industry players.
- Selligent
- SuperOffice
- Cegedim
- E.piphany
- i2 Technologies
- Invensys (Baan)
- JDA Software Group
- SAS Institute
- FDV Concept
- KANA
- Industrial & Financial Systems (IFS)
- Amdocs ClarifyCRM
- Pat S.r.l.
- Pivotal
- Remedy (a BMC Software company)
- XTEL S.r.l.
- Onyx Software
- Salesforce.com
- Inc.
- SugarCRM
- BroadVision
- SCP Group S.r.l.
- SuiteCRM
- IFM Infomaster
- PeopleSoft
- ESA Software
- Exact Software
- Business Objects
- Applix/Platinum Equity
- Intershop Communications
- Gruppo Formula S.p.A
- Vtiger CRM
- ATG
- SalesManager Software
- Oracle (Siebel CRM Systems
- Inc.)
- Zoho Office Suite
- Coheris
- SAP
Customer Relationship Management (CRM) Market Dynamics: Drivers & Restraints
The report meticulously examines the core growth factors and challenges influencing market expansion. Each variable is supported by qualitative and quantitative insights, with Harvey ball indicators representing their level of impact.
Customer Relationship Management (CRM) Market Analysis & Industry Trends
A comprehensive overview of industry developments, regulatory updates, and structural market shifts is provided. The report also evaluates the impact of U.S. tariff policy on global demand fluctuations and recovery patterns.
Customer Relationship Management (CRM) Market Size & Demand Forecast ()
Precise market sizing data and demand forecasts are included, covering year-on-year (YoY) growth rates and compound annual growth rate (CAGR) projections, enabling businesses to plan for future growth.
Customer Relationship Management (CRM) Industry Supply Chain & Competitive Analysis
Using Porter’s Five Forces framework, the report assesses competitive intensity and profitability within the industry. A detailed supply chain analysis examines market participants, operational structures, and efficiency factors.
Customer Relationship Management (CRM) Segmentation & Growth Forecasts
The study systematically breaks down the Global Customer Relationship Management (CRM) Market into multiple segments, outlining current conditions and future growth trajectories. This helps identify emerging trends and lucrative opportunities.
Regional Market Insights
The report offers country-wise assessments of market drivers, regulatory frameworks, and growth prospects across key regions:
• North America (United States, Canada, Mexico)
• Europe (Germany, France, United Kingdom, Russia)
• Asia-Pacific (China, India, Japan, South Korea, Australia)
• Rest of the World (Saudi Arabia, Brazil, Nigeria, South Africa)
Competitive Landscape & Key Player Profiles
Detailed evaluations of major companies include:
• Business overview & product offerings
• Financial performance & investment trends
• Recent mergers, acquisitions, and joint ventures (JVs)
• Strategic approaches adopted by market leaders
Executive Summary & Actionable Recommendations
A concise summary featuring charts, infographics, and forward-looking forecasts is provided. The report concludes with strategic recommendations to guide market stakeholders in decision-making.
Why Invest in This Customer Relationship Management (CRM) Market Report?
✔️ Gain valuable insights into how COVID-19 has influenced the Customer Relationship Management (CRM) market.
✔️ Discover market opportunities across key global regions.
✔️ Evaluate growth drivers & restraints and their long-term impact.
✔️ Access comprehensive market sizing & forecasting data.
✔️ Stay ahead of industry trends & competitive strategies.
✔️ Monitor M&A activities, partnerships, and joint ventures shaping the market.
For expert insights and customized segmentation, contact us to tailor the report to your specific business needs.
Chapter 1: Introduction of Customer Relationship Management (CRM) Market
Chapter 2: Executive Summary
Chapter 3: Market Dynamics Analysis and Trends
Chapter 4: Market Factor Analysis
Chapter 5: Competitive Landscape
Chapter 6: Customer Relationship Management (CRM) Market Company Profiles
Chapter 7: Customer Relationship Management (CRM) Market, By Type
Chapter 8: Customer Relationship Management (CRM) Market, By Application
Chapter 9: Analyst Viewpoint and Conclusion
Chapter 10: RESEARCH METHODOLOGY
- 1.1 Research Objective
- 1.2 Scope of the Study
- 1.3 Definition
- 1.4 Assumptions & Limitations
Chapter 2: Executive Summary
- 2.1 Market Snapshot
Chapter 3: Market Dynamics Analysis and Trends
- 3.1 Market Dynamics
- 3.1.1 Market Growth Drivers
- 3.1.2 Market Restraints
- 3.1.3 Available Market Opportunities
- 3.1.4 Influencing Trends
Chapter 4: Market Factor Analysis
- 4.1 Porter’s Five Forces Analysis
- 4.2 Bargaining power of suppliers
- 4.3 Bargaining power of buyers
- 4.4 Threat of substitute
- 4.5 Threat of new entrants
- 4.6 Porter's Five Forces Analysis
- 4.7 Value Chain Analysis
- 4.8 Market Impact Analysis
- 4.9 Regional Impact
- 4.10 Pricing Analysis
- 4.11 Import-Export Analysis
Chapter 5: Competitive Landscape
- 5.1 Company Market Share/Positioning Analysis
- 5.2 Key Strategies Adopted by Players
- 5.3 Vendor Landscape
- 5.3.1 List of Suppliers
- 5.3.2 List of Buyers
Chapter 6: Customer Relationship Management (CRM) Market Company Profiles
- 6.1 Competitive Landscape
- 6.1.1 Competitive Benchmarking
- 6.1.2 Customer Relationship Management (CRM) Market Share by Manufacturer (2023)
- 6.1.3 Industry BCG Matrix
- 6.1.4 Heat Map Analysis
- 6.1.5 Mergers and Acquisitions
- 6.2 Selligent, SuperOffice, Cegedim, E.piphany, i2 Technologies, Invensys (Baan), JDA Software Group, SAS Institute, FDV Concept, KANA, Industrial & Financial Systems (IFS), Amdocs ClarifyCRM, Pat S.r.l., Pivotal, Remedy (a BMC Software company), XTEL S.r.l., Onyx Software, Salesforce.com, Inc., SugarCRM, BroadVision, SCP Group S.r.l., SuiteCRM, IFM Infomaster, PeopleSoft, ESA Software, Exact Software, Business Objects, Applix/Platinum Equity, Intershop Communications, Gruppo Formula S.p.A, Vtiger CRM, ATG, SalesManager Software, Oracle (Siebel CRM Systems, Inc.), Zoho Office Suite, Coheris, SAP
- 6.2.1 Company Overview
- 6.2.2 Product/ Services Offerings
- 6.2.3 SWOT Analysis
- 6.2.4 Financial Performance
- 6.2.5 KEY Strategies
- 6.2.6 Key Strategic Moves and Recent Initiatives
Chapter 7: Customer Relationship Management (CRM) Market, By Type
- 7.1 Overview
- 7.1.1 Market size and forecast
- 7.2 Out-sourced CRM, In-house CRM
- 7.2.1 Key market trends, factors driving growth, and opportunities
- 7.2.2 Market Size Estimates and Forecasts to 2032, by region
- 7.2.3 Market analysis by country
Chapter 8: Customer Relationship Management (CRM) Market, By Application
- 8.1 Overview
- 8.1.1 Market size and forecast
- 8.2 BFSI, Retail, Healthcare, Telecom and IT, Discrete Manufacturing, Government & Education, Others
- 8.2.1 Key market trends, factors driving growth, and opportunities
- 8.2.2 Market Size Estimates and Forecasts to 2032, by region
- 8.2.3 Market analysis by country
Chapter 9: Analyst Viewpoint and Conclusion
- 9.1 Recommendations and Concluding Analysis
- 9.2 Potential Market Strategies
Chapter 10: RESEARCH METHODOLOGY
- 10.1 Overview
- 10.2 Data Mining
- 10.3 Secondary Research
- 10.4 Primary Research
- 10.4.1 Primary Interviews and Information Gathering Process
- 10.4.2 Breakdown of Primary Respondents
- 10.5 Forecasting Model
- 10.6 Market Size Estimation
- 10.6.1 Bottom-Up Approach
- 10.6.2 Top-Down Approach
- 10.7 Data Triangulation
- 10.8 Validation
Research Methodology:
This research study involved the extensive usage of both primary and secondary data sources. The research process involved the study of various factors affecting the industry, including the government policy, market environment, competitive landscape, historical data, present trends in the market, technological innovation, upcoming technologies and the technical progress in related industry, and market risks, opportunities, market barriers and challenges. The following illustrative figure shows the market research methodology applied in this report.
Customer Relationship Management (CRM) Market Size Estimation
To estimate market size and trends, we use a combination of top-down and bottom-up methods. This allows us to evaluate the market from various perspectives—by company, region, product type, and end users.
Our estimates are based on actual sales data, excluding any discounts. Segment breakdowns and market shares are calculated using weighted averages based on usage rates and average prices. Regional insights are determined by how widely a product or service is adopted in each area.
Key companies are identified through secondary sources like industry reports and company filings. We then verify revenue estimates and other key data points through primary research, including interviews with industry experts, company executives, and decision-makers.
We take into account all relevant factors that could influence the market and validate our findings with real-world input. Our final insights combine both qualitative and quantitative data to provide a well-rounded view. Please note, these estimates do not account for unexpected changes such as inflation, economic downturns, or policy shifts.
Data Source
Secondary Sources
This study draws on a wide range of secondary sources, including press releases, annual reports, non-profit organizations, industry associations, government agencies, and customs data. We also referred to reputable databases and directories such as Bloomberg, Wind Info, Hoovers, Factiva, Trading Economics, Statista, and others. Additional references include investor presentations, company filings (e.g., SEC), economic data, and documents from regulatory and industry bodies.
These sources were used to gather technical and market-focused insights, identify key players, analyze market segmentation and classification, and track major trends and developments across industries.
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Primary Sources
As part of our primary research, we interviewed a variety of stakeholders from both the supply and demand sides to gather valuable qualitative and quantitative insights.
On the supply side, we spoke with product manufacturers, competitors, industry experts, research institutions, distributors, traders, and raw material suppliers. On the demand side, we engaged with business leaders, marketing and sales heads, technology and innovation directors, supply chain executives, and end users across key organizations.
These conversations helped us better understand market segmentation, pricing, applications, leading players, supply chains, demand trends, industry outlook, and key market dynamics—including risks, opportunities, barriers, and strategic developments.
Key Data Information from Primary Sources
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Frequently asked questions(FAQ's):
The Global Customer Relationship Management (CRM) Market share by vendor, as well as the concentration rate using the CR4, CR8 Index, determine the strength of competitive players like Selligent, SuperOffice, Cegedim, E.piphany, i2 Technologies, Invensys (Baan), JDA Software Group, SAS Institute, FDV Concept, KANA, Industrial & Financial Systems (IFS), Amdocs ClarifyCRM, Pat S.r.l., Pivotal, Remedy (a BMC Software company), XTEL S.r.l., Onyx Software, Salesforce.com, Inc., SugarCRM, BroadVision, SCP Group S.r.l., SuiteCRM, IFM Infomaster, PeopleSoft, ESA Software, Exact Software, Business Objects, Applix/Platinum Equity, Intershop Communications, Gruppo Formula S.p.A, Vtiger CRM, ATG, SalesManager Software, Oracle (Siebel CRM Systems, Inc.), Zoho Office Suite, Coheris, SAP.
A large number of Global Customer Relationship Management (CRM) players are focusing on individualized and innovative technologies that will provide the necessary impetus for profit and growth in the coming years.
The key business segments in the Customer Relationship Management (CRM) Market are segregated by applications [BFSI, Retail, Healthcare, Telecom and IT, Discrete Manufacturing, Government & Education, Others] and types [Out-sourced CRM, In-house CRM].
In 2024, the Customer Relationship Management (CRM) Market share exceeded USD xx million. Between 2025 and 2030, it will grow at a CAGR of yy%.
In addition to the Customer Relationship Management (CRM) Market share analysis by competitors, the report also includes chapters on the HHI Index, CR4, and CR8 to characterize the concentration rate and competitive character of the Customer Relationship Management (CRM) Market.
Companies in the Customer Relationship Management (CRM) Industry are thoroughly researched and profiled in order to determine why certain trends will have a significant impact and how they will be factored into the Customer Relationship Management (CRM) Market's trajectory and future outlook.