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CRM Analytics Market Research Report - Global Forecast to 2027

CRM Analytics Market: By Type (Sales Analytics, Customer Analytics), Deployment (Cloud, On-premise), Organization Size (Small & Medium Enterprises), End-User (BFSI, Telecommunications and IT, Retail & Wholesales) – Global Forecast till 2027

ID: MRFR/ICT/3770-HCR | February 2021 | Region: Global | 100 pages

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Market Synopsis of CRM Analytics Market:

Market Overview

The dynamicity tagged along with the present scenario is that the customers have a complete understanding of the buying cycle to think of the vendors they are approaching to. Also, it has become all the more important for the vendors to have a good engagement with the customers by making use of the personalized and running the multichannel channels. CRM analytics has many marketing benefits for the teams to offer such as planning, execution, along with measuring the functionality of the campaigns across various channels. The functionality should be visible from beginning to end and help in making a strategic decision that is likely to be based on the results driven from the available data based on their customer choices, along with their behavior across various market vertices. Being an application that enables various organizations to access their data easily, modern choices are on a roll. Also, CRM analytics are put to use in the process of data mining.

Owing to these demands and trends that are prevailing in the CRM analytics market, the market is expecting positive growth by the end of the global forecast period in 2023. The CRM analytics market is expected to grow at an approximate CAGR quantum of 13% by the end of the forecast period beginning in 2017.

COVID 19 Analysis

The coronavirus disease that emerged as a pandemic created major concerns for the healthcare systems across the world. The pandemic had a major impact on the healthcare and pharmaceutical sector but it increased the demand for similar services across the globe. The use of CRM analytics is for customer retention and increasing the competition amongst the market players. The non-functioning of the market players and businesses due to the government restrictions like temporary and permanent lockdowns. Also, to reduce the mutation and spread of the fatal disease, the government has imposed timing restrictions on the opening and closing of shops that supply essential and non-essential goods and services. Businesses had a hard time and the business began to pick up only after the restrictions were eased gradually.

For the CRM analytics market to grow, the government is targeting businesses by spreading awareness and information regarding these services in the global market. Owing to its ease and convenience provided, the CRM analytics market is likely to increase its investment in the research and development departments that will help the players focus on product diversification, development and thus, forming a competitive portfolio.

Market Dynamics


CRM Analytics has a major role to play in increasing the data and having better insights about the expectation in the sales for the CRM analytics market growth. The best part about CRM analytics is that it helps to offer information having major facts related to the product demand, sales, effectiveness of pricing along with the customer’s relationship with the fluctuating market prices. All these factors are important to drive the global growth for the CRM analytics market by the end of the forecast period in 2023.


CRM analytics is still in the developing stage and many of the businesses still need clarity over its use and advantages. Also, the businesses are slowly bouncing back with the after-effects of the coronavirus pandemic which is putting them in a position to cover their losses first before investing in any of the new market strategies.

Technology Analysis

The CRM analytics market growth has a lot of factors that are adding to its growth with each passing year. Each year, a huge amount of data is being generated and great power of choice is associated with this to help the customers in providing the power to make a selection for the goods and services available in the global CRM analytics market. The e-commerce websites aim to provide a user-friendly interface to the audience so that they adapt to the changes and service dynamicity in a better way which helps the global CRM analytics market to grow as per the expected CAGR levels by the end of the global forecast period in 2023.

Study Objectives

  • To understand the functioning of the CRM analytics market before, during, and after the pandemic and how has the pandemic affected the operations thus, hampering the anticipated growth of the market

  • To study the CRM analytics market’s functioning by segmenting the market into various segments and understanding their work and productivity in major geographies of the world that are demanding the use of CRM analysis on a large scale

  • To understand the CRM analytics market bifurcation based on the regions it is functional in. Also, the report aims to understand the competitive degree prevalent in the global market during the forecast period of 2017-2023. By witnessing the degree of competition, the CRM analytics market aims to draw a competitive graph amongst the global players by noting their recent developments, as well.

Segment Overview

To understand the ability of the CRM analytics market to reach the predicted market valuation, it is important to understand the market segmentation through the global market report. The CRM analytics market has been segmented based on the following:


The CRM analytics market under this segment includes sales analytics, customer and contact center analytics, along with social media analytics including the marketing analytical web.


Deployment of the CRM analytics market is either cloud-based or on-premise.

Size of the organization

Based on the size of the organization, CRM Analytics can be adopted by small, medium, and large-size enterprises.

Market end-users

CRM analytics are used across various industry vertices like life science, manufacturing, energy, healthcare, utilities, wholesales, media, logistics, entertainment, transportation, and hospitality amongst others.

Regional Analysis

Based on the global functioning of the market, the regions that provide the CRM analytics solutions are the APAC region, the North American market, European nations along the rest of the world (RoW). Owing to the steps and the growth strategies taken up by the North American market accounts to hold the largest share in the global market for the ongoing forecast period that is 2017-2023. The CRM analytics market is responsible for generating a huge and considerable volume of data that will create the much-needed awareness required for customer retention. The status of the fastest-growing region is likely to be enjoyed by the APAC region.

Small and medium enterprises on a rise in the APAC region and one of their main objectives is to retain the market customers. Apart from this, the other factors that will help the market rise toward giving major global competition are the growth of big industries like the BFSI, IT, healthcare, telecommunication, life science, logistics, and transport amongst others. Also, the European and Latin American nations have a promising future for the CRM Analytics market during the ongoing period of 2017-2023.

Competitive Landscape

The report discusses the key market players of the CRM Analytics market that will help the market grow and reach the predicted market valuation by the end of the forecast period in 2023. Also, to understand the market’s competitive landscape, it is mandatory to discuss the players and the key strategies for growth taken up by these players. The prominent market players that will help the global CRM analytics market reach the expected valuation are as follows:

  • Salesforce Inc. (U.S.)

  • Microsoft Corporation (U.S.)

  • IBM (U.S.)

  • Oracle Corporation (U.S.)

  • Infor (U.S.)

  • Accenture PLC (Ireland)

  • SAP AG (Germany)

  • Infosys Ltd (India)

  • SAS Institute Inc. (U.S.)

  • Angoss Software Corporation (Canada)

  • Teradata Corporation (U.S.)

Recent Developments

  • CRM Analytics is high on the adoption mainly in the North American along with the European market. However, the future for innovation and product development belongs to the regional market of other regions like the APAC market.

  • The size of the North American and European markets is likely to increase as the demand of the audience in these regions is rising owing to the ease and convenience that is being experienced by them.

  • Latin America is one of the regions that have the best opportunities in store for the market and help the market reach the expected market valuation. The analytics solutions are likely to benefit a large audience base which will help the CRM analytics market emerge as a good competitor globally.

  • The CRM analytics market ecosystem is likely to provide insights that will help in generating huge revenues in the current alongside the future forecast period ending in 2023. This will help the market reach the predicted market valuation for the global forecast period of 2017-2023.

Intended Audience

  • Investors for technological purposes

  • Research and consultancy firms

  • Providers of technology-related solutions

  • Providers of software-related solutions

Report Overview

The global CRM Analytics market report discusses the scope of the market during the ongoing forecast period of 2017-2023. The report discusses the market dynamics and the impact of the global coronavirus pandemic on the market functioning during the forecast period. The report also discusses the market segmentation and the competition that prevails in the market based on the performance of the key market players. The recent developments of the market are also discussed.

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Frequently Asked Questions (FAQ) :

Customer relationship analytics can be described as an application that helps organizations easily access data and also modernize their business choices.

Oracle Corporation (U.S.), IBM (U.S.), Teradata Corporation (U.S.), SAS Institute Inc. (U.S.), Accenture PLC (Ireland), Salesforce Inc. (U.S.), SAP AG (Germany), are the significant tech giants in the market.

Mounting awareness among enterprises coupled with rising competition between prominent vendors encourage global market growth.

The market growth rate in the years to come is expected to be approximately 13%.

Healthcare and life science, BFSI, energy and utilities, retail & wholesales, manufacturing, hospitality, transportation and logistics, media and entertainment, telecommunications and IT, are the significant end-users in the worldwide market.