CRM Software Market Research Report - Global Forecast to 2027

CRM Software Market Research Report: by Organization Size (SMEs, Large Enterprises), Deployment (Cloud, On Premise), Application (Manufacturing, Customer Service, Social Networking, Supply Chain, and Distribution) and Vertical – Forecast till 2027

ID: MRFR/ICT/3512-HCR | February 2021 | Region: Global | 100 pages

Impact of COVID-19 on the CRM Software Market
CRM Software Market


The customer is the topmost priority for enterprises across all markets. Hence, the enterprises’ relationships with their customers built through the years, will prove beneficial for the enterprises during the COVID-19 pandemic. Customer Relationship Management (CRM) software enables organizations to analyze customer interactions throughout the product or consumer lifecycle. The software is specifically designed to gather all the customer information such as call logs, pipeline data, sticky notes, product and service preferences, appointments, and so on. CRM software offers several benefits such as enhanced customer relationship management, minimized data entry operations, smooth pipeline functionality, steady business growth, higher revenue generation, and informed customer communication, among other benefits. Furthermore, CRM enables businesses to stay connected with customers and streamline operations accordingly.


Since the global outbreak of COVID-19 in the early Q1 of 2020, businesses have either shut down or have experienced significant losses. The companies are left with the only option of retaining their customers which may help them during this lockdown. Additionally, the CRM software offers advantages such as customer mapping from initial contact discovery to post-purchase interactions, which sometimes gets neglected by the companies. Furthermore, the CRM software benefits the companies through report generation and helpful statistics on historical consumer behavior data.


Governments from across the globe have enforced curfews or advised citizens to stay home to prevent the spread of COVID-19. The pandemic that started in China has now spread throughout the world. This, in turn, has affected day-to-day lives and business operations. While many of the markets have been impacted amidst the lockdown, CRM software is witnessing a strong demand mainly due to its ability to capture exact and precise customer information. An increasing number of people have been turning towards web-based services delivered at home, and the CRM software market has emerged stronger than ever before. The CRM software market has experienced a boom because of this crisis. Also, a report consumer behavior illustrates that about 67% of internet users are interacting with companies they are interested in through social media. The IT expenditure through total technology purchases has gone up during lockdown, raising the bar from 38% in 2019 to 44% in the current year. The overall technology purchases are expected to grow from 2.6% in 2020 to 3.4% by 2021, increasing the demand for computer equipment, communications equipment, software, tech consulting & systems integration services, tech outsourcing & hardware maintenance, and telecommunications services. The on-cloud CRM deployment has drastically increased from about 12% in 2008 to about 87% in 2020.


The enterprises from the software industry, including CRM software providers, are expected to help recover and sustain their customers’ businesses by providing remote collaboration tools, secure endpoint solutions, and cloud storage, and among other solutions during the upcoming months. Additionally, the rising demand for mobile CRM solutions, along with an increase in acceptance rates, is expected to create lucrative opportunities in the future considering current market conditions.
conditions

TABLE OF CONTENTS

1 Executive Summary

2 Scope of the Report

2.1 Market Definition

2.2 Scope of the Study

2.2.1 Research Objectives

2.2.2 Assumptions & Limitations

2.3 Markets Structure

3 Market Research Methodology

3.1 Research Process

3.2 Secondary Research

3.3 Primary Research

3.4 Forecast Model

4 Market Landscape

4.1 Five Forces Analysis

4.1.1 Threat of New Entrants

4.1.2 Bargaining power of buyers

4.1.3 Threat of substitutes

4.1.4 Segment rivalry

4.2 Value Chain/Supply Chain of Global CRM Software Market

5 Industry Overview of Global CRM Software Market

5.1 Introduction

5.2 Growth Drivers

5.3 Impact analysis

5.4 Market Challenges

6 Market Trends

6.1 Introduction

6.2 Growth Trends

6.3 Impact analysis

7. Global CRM Software Market by Organization Size

7.1 Introduction

7.2 SMEs

7.2.1 Market Estimates & Forecast, 2020-2027

7.2.2 Market Estimates & Forecast by Region, 2020-2027

7.3 Large Enterprises

7.3.1 Market Estimates & Forecast, 2020-2027

7.3.2 Market Estimates & Forecast by Region, 2020-2027

8. Global CRM Software Market by Deployment

8.1 Introduction

8.2 Cloud

8.2.1 Market Estimates & Forecast, 2020-2027

8.2.2 Market Estimates & Forecast by Region, 2020-2027

8.3 On Premise

8.3.1 Market Estimates & Forecast, 2020-2027

8.3.2 Market Estimates & Forecast by Region, 2020-2027

9. Global CRM Software Market by Application

9.1 Introduction

9.2 Sales

9.2.1 Market Estimates & Forecast, 2020-2027

9.2.2 Market Estimates & Forecast by Region, 2020-2027

9.3 Marketing

9.3.1 Market Estimates & Forecast, 2020-2027

9.3.2 Market Estimates & Forecast by Region, 2020-2027

9.4 Manufacturing

9.4.1 Market Estimates & Forecast, 2020-2027

9.4.2 Market Estimates & Forecast by Region, 2020-2027

9.5 Customer Service

9.5.1 Market Estimates & Forecast, 2020-2027

9.5.2 Market Estimates & Forecast by Region, 2020-2027

9.6 Social Networking

9.6.1 Market Estimates & Forecast, 2020-2027

9.6.2 Market Estimates & Forecast by Region, 2020-2027

9.7 Supply Chain

9.7.1 Market Estimates & Forecast, 2020-2027

9.7.2 Market Estimates & Forecast by Region, 2020-2027

9.8 Distribution

9.8.1 Market Estimates & Forecast, 2020-2027

9.8.2 Market Estimates & Forecast by Region, 2020-2027

9.9 Others

9.9.1 Market Estimates & Forecast, 2020-2027

9.9.2 Market Estimates & Forecast by Region, 2020-2027

10. Global CRM Software Market by Vertical

10.1 Introduction

10.2 BFSI

10.2.1 Market Estimates & Forecast, 2020-2027

10.2.2 Market Estimates & Forecast by Region, 2020-2027

10.3 Healthcare

10.3.1 Market Estimates & Forecast, 2020-2027

10.3.2 Market Estimates & Forecast by Region, 2020-2027

10.4 Manufacturing

10.4.1 Market Estimates & Forecast, 2020-2027

10.4.2 Market Estimates & Forecast by Region, 2020-2027

10.5 IT & Telecommunication

10.5.1 Market Estimates & Forecast, 2020-2027

10.5.2 Market Estimates & Forecast by Region, 2020-2027

10.6 Media & Entertainment

10.6.1 Market Estimates & Forecast, 2020-2027

10.6.2 Market Estimates & Forecast by Region, 2020-2027

10.7 Energy & Utilities

10.7.1 Market Estimates & Forecast, 2020-2027

10.7.2 Market Estimates & Forecast by Region, 2020-2027

10.8 Others

10.8.1 Market Estimates & Forecast, 2020-2027

10.8.2 Market Estimates & Forecast by Region, 2020-2027

11. Global CRM Software Market by Region

11.1 Introduction

11.2 North America

11.2.1 Market Estimates & Forecast, 2020-2027

11.2.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.2.3 Market Estimates & Forecast by Deployment, 2020-2027

11.2.4 Market Estimates & Forecast by Application, 2020-2027

11.2.5 Market Estimates & Forecast by Vertical, 2020-2027

11.2.6 U.S.

11.2.6.1 Market Estimates & Forecast, 2020-2027

11.2.6.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.2.6.3 Market Estimates & Forecast by Deployment, 2020-2027

11.2.6.4 Market Estimates & Forecast by Application, 2020-2027

11.2.6.5 Market Estimates & Forecast by Vertical, 2020-2027

11.2.7 Canada

11.2.7.1 Market Estimates & Forecast, 2020-2027

11.2.7.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.2.7.3 Market Estimates & Forecast by Deployment, 2020-2027

11.2.7.4 Market Estimates & Forecast by Application, 2020-2027

11.2.7.5 Market Estimates & Forecast by Vertical, 2020-2027

11.2.8 Mexico

11.2.8.1 Market Estimates & Forecast, 2020-2027

11.2.8.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.2.8.3 Market Estimates & Forecast by Deployment, 2020-2027

11.2.8.4 Market Estimates & Forecast by Application, 2020-2027

11.2.8.5 Market Estimates & Forecast by Vertical, 2020-2027

11.3 Europe

11.3.1 Market Estimates & Forecast, 2020-2027

11.3.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.3.3 Market Estimates & Forecast by Deployment, 2020-2027

11.3.4 Market Estimates & Forecast by Application, 2020-2027

11.3.5 Market Estimates & Forecast by Vertical, 2020-2027

11.3.6 Germany

11.3.6.1 Market Estimates & Forecast, 2020-2027

11.3.6.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.3.6.3 Market Estimates & Forecast by Deployment, 2020-2027

11.3.6.4 Market Estimates & Forecast by Application, 2020-2027

11.3.6.5 Market Estimates & Forecast by Vertical, 2020-2027

11.3.7 France

11.3.7.1 Market Estimates & Forecast, 2020-2027

11.3.7.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.3.7.3 Market Estimates & Forecast by Deployment, 2020-2027

11.3.7.4 Market Estimates & Forecast by Application, 2020-2027

11.3.7.5 Market Estimates & Forecast by Vertical, 2020-2027

11.3.8 Italy

11.3.8.1 Market Estimates & Forecast, 2020-2027

11.3.8.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.3.8.3 Market Estimates & Forecast by Deployment, 2020-2027

11.3.8.4 Market Estimates & Forecast by Application, 2020-2027

11.3.8.5 Market Estimates & Forecast by Vertical, 2020-2027

11.3.9 Spain

11.3.9.1 Market Estimates & Forecast, 2020-2027

11.3.9.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.3.9.3 Market Estimates & Forecast by Deployment 2020-2027

11.3.9.4 Market Estimates & Forecast by Application, 2020-2027

11.3.9.5 Market Estimates & Forecast by Vertical, 2020-2027

11.3.10 U.K

11.3.10.1 Market Estimates & Forecast, 2020-2027

11.3.10.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.3.10.3 Market Estimates & Forecast by Deployment, 2020-2027

11.3.10.4 Market Estimates & Forecast by Application, 2020-2027

11.3.10.5 Market Estimates & Forecast by Vertical, 2020-2027

11.4 Asia Pacific

11.4.1 Market Estimates & Forecast, 2020-2027

11.4.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.4.3 Market Estimates & Forecast by Deployment, 2020-2027

11.4.4 Market Estimates & Forecast by Application, 2020-2027

11.4.5 Market Estimates & Forecast by Vertical, 2020-2027

11.4.6 China

11.4.6.1 Market Estimates & Forecast, 2020-2027

11.4.6.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.4.6.3 Market Estimates & Forecast by Deployment, 2020-2027

11.4.6.4 Market Estimates & Forecast by Application, 2020-2027

11.4.6.5 Market Estimates & Forecast by Vertical, 2020-2027

11.4.7 India

11.4.7.1 Market Estimates & Forecast, 2020-2027

11.4.7.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.4.7.3 Market Estimates & Forecast by Deployment, 2020-2027

11.4.7.4 Market Estimates & Forecast by Application, 2020-2027

11.4.7.5 Market Estimates & Forecast by Application, 2020-2027

11.4.8 Japan

11.4.8.1 Market Estimates & Forecast, 2020-2027

11.4.8.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.4.8.3 Market Estimates & Forecast by Deployment, 2020-2027

11.4.8.4 Market Estimates & Forecast by Application, 2020-2027

11.4.8.5 Market Estimates & Forecast by Application, 2020-2027

11.4.9 Rest of Asia Pacific

11.4.9.1 Market Estimates & Forecast, 2020-2027

11.4.9.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.4.9.3 Market Estimates & Forecast by Deployment, 2020-2027

11.4.9.4 Market Estimates & Forecast by Application, 2020-2027

11.4.9.5 Market Estimates & Forecast by Application, 2020-2027

11.5 Rest of the World

11.5.1 Market Estimates & Forecast, 2020-2027

11.5.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.5.3 Market Estimates & Forecast by Deployment, 2020-2027

11.5.4 Market Estimates & Forecast by Application, 2020-2027

11.5.5 Market Estimates & Forecast by Application, 2020-2027

11.5.6 Middle East & Africa

11.5.6.1 Market Estimates & Forecast, 2020-2027

11.5.6.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.5.6.3 Market Estimates & Forecast by Deployment, 2020-2027

11.5.6.4 Market Estimates & Forecast by Application, 2020-2027

11.5.6.5 Market Estimates & Forecast by Application, 2020-2027

11.5.7 Latin America

11.5.7.1 Market Estimates & Forecast, 2020-2027

11.5.7.2 Market Estimates & Forecast by Organization Size, 2020-2027

11.5.7.3 Market Estimates & Forecast by Deployment, 2020-2027

11.5.7.4 Market Estimates & Forecast by Application, 2020-2027

11.5.7.5 Market Estimates & Forecast by Application, 2020-2027

12. Company Landscape

13. Company Profiles

13.1 Salesforce.com

13.1.1 Company Overview

13.1.2 Product/Business Segment Overview

13.1.3 Financial Updates

13.1.4 Key Developments

13.2 SAP SE

13.2.1 Company Overview

13.2.2 Product/Business Segment Overview

13.2.3 Financial Updates

13.2.4 Key Developments

13.3 Oracle Corporation

13.3.1 Company Overview

13.3.2 Product/Business Segment Overview

13.3.3 Financial Updates

13.3.4 Key Developments

13.4 Microsoft Corporation

13.4.1 Company Overview

13.4.2 Product/Business Segment Overview

13.4.3 Financial Updates

13.4.4 Key Developments

13.5 Adobe Systems

13.5.1 Company Overview

13.5.2 Product/Business Segment Overview

13.5.3 Financial Updates

13.5.4 Key Developments

13.6 Amdocs

13.6.1 Company Overview

13.6.2 Product/Business Segment Overview

13.6.3 Financial Updates

13.6.4 Key Developments

13.7 Convergys Corporation

13.7.1 Company Overview

13.7.2 Product/Business Segment Overview

13.7.3 Financial Updates

13.7.4 Key Developments

13.8 Huawei Technologies Co. Ltd

13.8.1 Company Overview

13.8.2 Product/Business Segment Overview

13.8.3 Financial Updates

13.8.4 Key Developments

13.9 Infor Global Solutions, Inc.

13.9.1 Company Overview

13.9.2 Product/Business Segment Overview

13.9.3 Financial Updates

13.9.4 Key Developments

13.10 SAS Institute Inc.

13.10.1 Company Overview

13.10.2 Product/Business Segment Overview

13.10.3 Financial Updates

13.10.4 Key Developments

13.11 SYNNEX Corporation

13.11.1 Company Overview

13.11.2 Product/Business Segment Overview

13.11.3 Financial Updates

13.11.4 Key Developments

13.12 The Sage Group Plc.

13.12.1 Company Overview

13.12.2 Product/Business Segment Overview

13.12.3 Financial Updates

13.12.4 Key Developments

13.13 Verint Systems Inc.

13.13.1 Company Overview

13.13.2 Product/Business Segment Overview

13.13.3 Financial Updates

13.13.4 Key Developments

13.14 IBM Corporation

13.14.1 Company Overview

13.14.2 Product/Business Segment Overview

13.14.3 Financial Updates

13.14.4 Key Developments

13.15 SugarCRM

13.15.1 Company Overview

13.15.2 Product/Business Segment Overview

13.15.3 Financial Updates

13.15.4 Key Developments

13.16 NICE Ltd.

13.16.1 Company Overview

13.16.2 Product/Business Segment Overview

13.16.3 Financial Updates

13.16.4 Key Developments

13.17 IMS Health

13.17.1 Company Overview

13.17.2 Product/Business Segment Overview

13.17.3 Financial Updates

13.17.4 Key Developments

13.18 NetSuite Inc.

13.18.1 Company Overview

13.18.2 Product/Business Segment Overview

13.18.3 Financial Updates

13.18.4 Key Developments

13.19 ZOHO Corporation

13.19.1 Company Overview

13.19.2 Product/Business Segment Overview

13.19.3 Financial Updates

13.19.4 Key Developments

13.20 Infusionsoft

13.20.1 Company Overview

13.20.2 Product/Business Segment Overview

13.20.3 Financial Updates

13.20.4 Key Developments

14 Conclusion

LIST OF TABLES

Table 1 Global CRM Software Market: By Region, 2020-2027

Table 2 North America CRM Software Market: By Country, 2020-2027

Table 3 Europe CRM Software Market: By Country, 2020-2027

Table 4 Asia-Pacific CRM Software Market: By Country, 2020-2027

Table 5 Middle East & Africa CRM Software Market: By Country, 2020-2027

Table 6 Latin America CRM Software Market: By Country, 2020-2027

Table 7 Global CRM Software by Organization Size Market: By Regions, 2020-2027

Table 8 North America CRM Software by Organization Size Market: By Country, 2020-2027

Table 9 Europe CRM Software by Organization Size Market: By Country, 2020-2027

Table10 Asia-Pacific CRM Software by Organization Size Market: By Country, 2020-2027

Table11 Middle East & Africa CRM Software by Organization Size Market: By Country, 2020-2027

Table12 Latin America CRM Software by Organization Size Market: By Country, 2020-2027

Table13 Global CRM Software by Deployment Market: By Regions, 2020-2027

Table14 North America CRM Software by Deployment Market: By Country, 2020-2027

Table15 Europe CRM Software by Deployment Market: By Country, 2020-2027

Table16 Asia-Pacific CRM Software by Deployment Market: By Country, 2020-2027

Table17 Middle East & Africa CRM Software by Deployment Market: By Country, 2020-2027

Table18 Latin America CRM Software by Deployment Market: By Country, 2020-2027

Table19 Global CRM Software by Application Market: By Regions, 2020-2027

Table20 North America CRM Software by Application Market: By Country, 2020-2027

Table21 Europe CRM Software by Application Market: By Country, 2020-2027

Table22 Asia-Pacific CRM Software by Application Market: By Country, 2020-2027

Table23 Middle East & Africa CRM Software by Application Market: By Country, 2020-2027

Table24 Latin America CRM Software by Application Market: By Country, 2020-2027

Table25 Global CRM Software by Vertical Market: By Regions, 2020-2027

Table26 North America CRM Software for Vertical Market: By Country, 2020-2027

Table27 Europe CRM Software for Vertical Market: By Country, 2020-2027

Table28 Asia-Pacific CRM Software for Vertical Market: By Country, 2020-2027

Table29 Middle East & Africa CRM Software for Vertical Market: By Country, 2020-2027

Table30 Latin America CRM Software for Vertical Market: By Country, 2020-2027

Table31 Global Organization Size Market: By Region, 2020-2027

Table32 Global Deployment Market: By Region, 2020-2027

Table33 Global Application Market: By Region, 2020-2027

Table34 Global Vertical Market: By Region, 2020-2027

Table35 North America CRM Software Market, By Country

Table36 North America CRM Software Market, By Organization Size

Table37 North America CRM Software Market, By Deployment

Table38 North America CRM Software Market, By Application

Table39 North America CRM Software Market, By Vertical

Table40 Europe: CRM Software Market, By Country

Table41 Europe: CRM Software Market, By Organization Size

Table42 Europe: CRM Software Market, By Deployment

Table 43 Europe: CRM Software Market, By Application

Table 44 Europe: CRM Software Market, By Vertical

Table45 Asia-Pacific: CRM Software Market, By Country

Table46 Asia-Pacific: CRM Software Market, By Organization Size

Table47 Asia-Pacific: CRM Software Market, By Deployment

Table 48 Asia-Pacific: CRM Software Market, By Application

Table 49 Asia-Pacific: CRM Software Market, By Vertical

Table50 Middle East & Africa: CRM Software Market, By Country

Table51 Middle East & Africa CRM Software Market, By Organization Size

Table52 Middle East & Africa CRM Software Market, By Deployment

Table53 Middle East & Africa: CRM Software Market, By Application

Table54 Middle East & Africa: CRM Software Market, By Vertical

Table55 Latin America: CRM Software Market, By Country

Table56 Latin America CRM Software Market, By Organization Size

Table57 Latin America CRM Software Market, By Deployment

Table58 Latin America: CRM Software Market, By Application

Table59 Latin America: CRM Software Market, By Vertical

LIST OF FIGURES

FIGURE 1 Global CRM Software Market Segmentation

FIGURE 2 Forecast Methodology

FIGURE 3 Five Forces Analysis of Global CRM Software Market

FIGURE 4 Value Chain of Global CRM Software Market

FIGURE 5 Share of Global CRM Software Market in 2020, by country (in %)

FIGURE 6 Global CRM Software Market, 2020-2027,

FIGURE 7 Sub segments of Organization Size

FIGURE 8 Global CRM Software Market size by Organization Size, 2020

FIGURE 9 Share of Global CRM Software Market by Organization Size, 2020-2027

FIGURE 10 Global CRM Software Market size by Deployment, 2020

FIGURE 11 Share of Global CRM Software Market by Deployment, 2020-2027

FIGURE 12 Global CRM Software Market size by Application, 2020-2027

FIGURE 13 Share of Global CRM Software Market by Application, 2020-2027

FIGURE 14 Global CRM Software Market size by Vertical, 2020-2027

FIGURE 15 Share of Global CRM Software Market by Vertical, 2020-2027