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United States Customer Relationship Management (CRM) Market Research Report Information By Component (Solution And Services), By Solution (Customer Service, Customer Experience Management, CRM Analytics, Marketing Automation, Salesforce Automation, Social Media Monitoring And Others), By Deployment (On-premise And Cloud), By Enterprise Size (Large Enterprises And Small & Medium Enterprise), By End Use (BFSI, Retail, Healthcare, IT & Telecom, Discrete Manufacturing, Government & Education And Others)– United States Market Forecast Till 2032


ID: MRFR/ICT/19982-HCR | 128 Pages | Author: Aarti Dhapte| July 2024

United States Customer Relationship Management (CRM) Market Overview


United States Customer Relationship Management (CRM) Market Size was valued at USD 18.9 Billion in 2022. The Customer Relationship Management (CRM) Market industry is projected to grow from USD 21.5 Billion in 2023 to USD 62.4 Billion by 2032, exhibiting a compound annual growth rate (CAGR) of 14.20% during the forecast period (2024 - 2032). Increasing demand for personalized customer experiences and a growing focus on improving customer engagement and retention are the main market drivers anticipated to propel the Customer Relationship Management (CRM) Market in the United States.

Figure 1: United States Customer Relationship Management (CRM) Market Size, 2024-2032 (USD Billion)


United States Customer Relationship Management (CRM) Market Overview


Source: Secondary Research, Primary Research, MRFR Database and Analyst Review


United States Customer Relationship Management (CRM) Market Trends




  • Implementing mobile-friendly and multichannel capabilities in CRM solutions to propel the market growth




Market CAGR for Customer Relationship Management (CRM) in the United States is being driven by the implementation of mobile-friendly and multichannel capabilities in CRM solutions. The increased use of mobile devices and smartphones has resulted in a surge in demand for mobile-friendly Customer Relationship Management modules. Clients in the United States want solutions that can be accessed and utilized on several mobile devices, such as smartphones and tablets. This is crucial for firms that rely on their sales division to be mobile, as they must access customer data and sales tools remotely or while on the go.

The integration of multichannel capabilities increases the effectiveness of marketing campaigns in the United States. CRM systems that combine mobile and social media platforms allow firms to reach customers where they spend their time. It increases the effectiveness of campaigns, which leads to increased conversion rates. In addition, the ability to analyze consumer interactions across channels can help firms get significant insights into customer behavior and preferences, allowing them to design more targeted and effective marketing efforts in the United States.


Furthermore, expanded multichannel solutions improve customer experiences and increase customer loyalty. It allows its customers to engage with other companies using a variety of channels, including social media, email, chat, and cell phone in the United States. It facilitates the delivery of a seamless experience, which helps businesses manage client interactions more effectively, resulting in enhanced customer satisfaction, retention, and market revenue growth. For instance, In April 2022, Freshworks Inc., a provider of SaaS-based solutions, introduced Freshworks CRM for the e-commerce business. The system consolidated client records across customer service, sales, and conversational marketing, leading to shorter market times and more informed business decisions. It also offers multichannel and mobile capabilities, which allow for transactions on social media, web, and mobile channels, hence increasing consumer experience in the e-commerce and digital commerce markets in the United States.


United States Customer Relationship Management (CRM) Market Segment Insights


Customer Relationship Management (CRM) Component Insights


The United States Customer Relationship Management (CRM) Market segmentation, based on Components, includes Solutions and Services. Solutions have become popular because they provide enterprises with flexibility, scalability, and cost-effectiveness. Cloud-based CRM enables businesses to effortlessly access and manage client data, track sales activity, and strengthen customer relationships.


Figure 1: United States Customer Relationship Management (CRM) Market, By Component, 2023 & 2032 (USD Billion)


United States Customer Relationship Management (CRM) Market, By Component, 2023 & 2032


Source: Secondary Research, Primary Research, MRFR Database and Analyst Review


Customer Relationship Management (CRM) Solution Insights


The United States Customer Relationship Management (CRM) Market segmentation, based on Solution, includes Customer Service, Customer Experience Management, CRM Analytics, Marketing Automation, Salesforce Automation, Social Media Monitoring and Others. In 2023, the customer service segment dominated the market. The growing importance of understanding customer behavior and preferences, rising demand for CRM software, and encouraging brands and organizations to continue to adopt CRM strategies to deliver the best service performance in real time are all key drivers of market growth.


Customer Relationship Management (CRM) Deployment Insights


The United States Customer Relationship Management (CRM) Market segmentation, based on Deployment, includes On-premise And Cloud. The on-premise segment is expected to grow at a strong CAGR of 10.5% over the projection period. SelectHub's CRM buyer study revealed that numerous major enterprise organizations preferred on-premise implementation over cloud-based deployment. On-premise customer relationship management solutions are becoming increasingly popular as data privacy concerns grow.


Customer Relationship Management (CRM) Enterprise Size Insights


Enterprise Size segments the United States Customer Relationship Management (CRM) Market into Large Enterprises and Small & Medium Enterprise. In 2023, large enterprises accounted for the largest market share. The market expansion is attributable to increased marketing and IT expenditure capacity, the requirement to handle a large volume of customer data, and other factors. CRM solutions help to link buyer data with business process management features, allowing users to effortlessly coordinate their sales, marketing, and customer support operations in large firms with several operational divisions.


Customer Relationship Management (CRM) End-Use Insights


BFSI, Retail, Healthcare, IT & Telecom, Discrete Manufacturing, Government & Education, and Others make up the United States Customer Relationship Management (CRM) Market End-use segmentation. The IT and telecom segment is predicted to grow at a CAGR of 15.6% over the forecast period. Customer relationship management systems in IT and telecom provide brand equity, distribution channels, after-sales service, and customer exclusivity and support. These benefits enable businesses to continue operating in this competitive environment.


United States Customer Relationship Management (CRM) Country Insights


The US regional market dominated the market in 2023, accounting for a market share. The primary driving factors are the growing adoption of customer relationship management solutions by various organizations in the region that rely on modern technologies and are projected to dominate the market throughout the forecast period. Furthermore, the ongoing adoption of digital transformation across various sectors, such as banking, retail, and hospitality, is likely to drive the United States market during the forecast period.


United States Customer Relationship Management (CRM) Key Market Players & Competitive Insights


Leading market players are investing heavily in research and development in order to expand their Type lines, which will help the Customer Relationship Management (CRM) Market, grow even more. Market participants are also undertaking a variety of strategic activities to expand their footprint, with important market developments including new Type launches, contractual agreements, mergers and acquisitions, higher investments, and collaboration with other organizations. To expand and survive in a more competitive and rising market climate, the Customer Relationship Management (CRM) industry must offer cost-effective items.


Major players in the Customer Relationship Management (CRM) Market are attempting to increase market demand by investing in research and development operations, including: Adobe, ClickUp, Copper CRM, Inc., Creatio, Freshworks Inc., Insightly Inc., Microsoft Corporation, monday.com, Nimble, Oracle Corporation, Salesforce.com, Inc., SAP SE, SugarCRM Inc., Zendesk, Zoho Corporation Pvt. Ltd.


Key Companies in the Customer Relationship Management (CRM) Market include



  • Adobe

  • ClickUp

  • Copper CRM, Inc.

  • Creatio

  • Freshworks Inc.

  • Insightly Inc.

  • Microsoft Corporation

  • monday.com

  • Nimble

  • Oracle Corporation

  • Salesforce.com, Inc.

  • SAP SE

  • SugarCRM Inc.

  • Zendesk

  • Zoho Corporation Pvt. Ltd.


United States Customer Relationship Management (CRM) Industry Developments


In October 2020, C3.ai, Microsoft Corporation and Adobe Inc. announced the availability of C3 AI CRM powered by Microsoft Dynamics 365. The first enterprise-class, AI-first customer relationship management solution is designed for specific sectors, interacts with Adobe Experience Cloud, and uses predictive business insights to power customer-facing operations.


In January 2019, Infusionsoft Inc. introduced the industry's first smart client management software designed exclusively for small businesses in the home, personal, and professional services sectors.


In November 2023, Creatio teamed with Singapore-based CRM consultancy firm Zolution to deliver its no-code platform for automating Zolution's clients' activities. This will help its clients optimize their CRM strategies and increase consumer engagement.


United States Customer Relationship Management (CRM) Market Segmentation


Customer Relationship Management (CRM) Component Outlook



  • Solution

  • Services


Customer Relationship Management (CRM) Solution Outlook



  • Customer Service

  • Customer Experience Management

  • CRM Analytics

  • Marketing Automation

  • Salesforce Automation

  • Social Media Monitoring

  • Others


Customer Relationship Management (CRM) Deployment Outlook



  • On-premise

  • Cloud


Customer Relationship Management (CRM) Enterprise Size Outlook



  • Large Enterprises

  • Small & Medium Enterprise


Customer Relationship Management (CRM) End Use Outlook



  • BFSI

  • Retail

  • Healthcare

  • IT & Telecom

  • Discrete Manufacturing

  • Government & Education

  • Others

Report Attribute/Metric Details
Market Size 2022 USD 18.9 Billion
Market Size 2023 USD 21.5 Billion
Market Size 2032 USD 62.4 Billion
Compound Annual Growth Rate (CAGR) 14.20% (2024-2032)
Base Year 2023
Market Forecast Period 2024-2032
Historical Data 2019-2022
Market Forecast Units Value (USD Billion)
Report Coverage Revenue Forecast, Market Competitive Landscape, Growth Factors, and Trends
Segments Covered Component, Solution, Deployment, Enterprise Size, End Use, and Region
Countries Covered United States
Key Companies Profiled Adobe, ClickUp, Copper CRM, Inc., Creatio, Freshworks Inc., Insightly Inc., Microsoft Corporation, monday.com, Nimble, Oracle Corporation, Salesforce.com, Inc., SAP SE, SugarCRM Inc., Zendesk, Zoho Corporation Pvt. Ltd.
Key Market Opportunities ·       Integration of CRM with emerging technologies like IoT and big data analytics. ·       Expansion of CRM applications in industries beyond traditional sectors, such as healthcare and education.
Key Market Dynamics ·       Increasing adoption of AI and automation technologies for enhanced customer insights and engagement. ·       Growing need for seamless omni-channel customer experiences.


Frequently Asked Questions (FAQ) :

The United States Customer Relationship Management (CRM) Market size was valued at USD 21.5 Billion in 2023.

The market is projected to grow at a CAGR of 14.20% during the forecast period, 2024-2032.

The key players in the market are Adobe, ClickUp, Copper CRM, Inc., Creatio, Freshworks Inc., Insightly Inc., Microsoft Corporation and others.

The customer service category dominated the market in 2023.

The large enterprises category had the largest share of the market.

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