Global Customer Relation Management Market – Industry Trends and Forecast to 2030

Análisis y tamaño del mercado de gestión de relaciones con el cliente

El aumento en la adopción de tecnologías avanzadas como la inteligencia artificial y la Internet de las cosas, el enfoque creciente de las empresas en mantener y construir relaciones eficientes con los clientes y la creciente demanda de implementar ofertas y soluciones de gestión de relaciones con los clientes (CRM) a través del modelo de software como servicio (SaaS) son los principales factores atribuibles al crecimiento del mercado global de gestión de relaciones con los clientes.

Data Bridge Market Research analiza que se espera que el mercado global de gestión de relaciones con los clientes crezca a una CAGR del 18,2% durante el período de pronóstico de 2023 a 2030, a USD 58,82 mil millones en 2022 y se espera que alcance los USD 129,45 mil millones para 2030. El segmento de "servicio y soporte al cliente" dominó el mercado. Los factores clave que impulsan el crecimiento del mercado incluyen la creciente importancia de comprender el comportamiento del cliente y sus preferencias, y alentar a las marcas y organizaciones a seguir adoptando estrategias de CRM para brindar el mejor rendimiento del servicio en tiempo real. Además de los conocimientos del mercado, como el valor de mercado, la tasa de crecimiento, los segmentos del mercado, la cobertura geográfica, los actores del mercado y el escenario del mercado, el informe de mercado curado por el equipo de Data Bridge Market Research incluye un análisis de expertos en profundidad, análisis de importación / exportación, análisis de precios, análisis de consumo de producción y análisis pestle.

Alcance y segmentación del mercado de gestión de relaciones con el cliente

Definición de mercado

La gestión de las relaciones con los clientes es un sistema para organizar todos los contactos de su empresa con los clientes actuales y potenciales. Estos hallazgos benefician a las empresas de diversas maneras, entre ellas, una mayor transparencia, una mejora del concepto empresarial y del intercambio de información, rigidez y rendimiento. El CRM social ayuda a las empresas a desarrollar relaciones con los clientes y a mejorar el conocimiento de la marca por parte de los consumidores. En un entorno corporativo transparente, el CRM social se centra en satisfacer las necesidades de los clientes y añadirles valor.

Dinámica del mercado de gestión de relaciones con clientes a nivel mundial

Conductores

• Implementación de capacidades multicanal y compatibles con dispositivos móviles

El mercado está siendo impulsado por la integración de capacidades multicanal y compatibles con dispositivos móviles en las soluciones CRM. El creciente uso de dispositivos móviles y teléfonos inteligentes ha generado una mayor demanda de módulos CRM que sean compatibles con estos dispositivos. Los clientes ahora esperan soluciones CRM a las que se pueda acceder y utilizar cómodamente en una variedad de dispositivos móviles, incluidos teléfonos inteligentes y tabletas. Esto se vuelve particularmente crucial para las empresas con divisiones de ventas que dependen de dispositivos móviles, ya que requieren acceso remoto o en movimiento a los datos de los clientes y a las herramientas de ventas.

• Creciente adopción de tecnología avanzada

Teniendo en cuenta la importancia de comprender el comportamiento y las preferencias de los clientes, las organizaciones están adoptando estrategias de gestión de las relaciones con los clientes para ofrecer el mejor rendimiento en tiempo real y mantenerse por delante de sus competidores. Además, se espera que los rápidos cambios en los campos de la analítica integrada y la inteligencia empresarial, la inteligencia artificial y la Internet de las cosas (IoT), y su implementación en soluciones de gestión de las relaciones con los clientes, promuevan la innovación y la mejora de los productos entre los proveedores de gestión de las relaciones con los clientes. Por lo tanto, se espera que la creciente adopción de tecnología avanzada impulse el crecimiento del mercado.

Oportunidad

• Introducción de nuevas herramientas

The surging introduction of new tools and other innovative products by market players offer numerous growth opportunities in the global market during the forecast period. For instance, Genesys, a software company that retails call center technology and customer experience to mid-sized and large-sized businesses, has launched new tools to allow swift innovation for AI-driven customer experiences in 2021. In this launch comprises open messaging Application Programming Interface (API), bot development and orchestration and employee development and feedback. These features offered by customer relation management applications.

Restraint/Challenge

• Lack of Customization and Standardization

The market faces hindrances due to the lack of customization and standardization, which give rise to interoperability issues. Customization, scalability, and standardization are indispensable elements in CRM solutions essential for effective customer relationship management. Limited customization options curtail a business's ability to tailor the CRM application to meet the specific needs of their clientele. This presents a significant challenge for businesses requiring particular features or functionality to align with their unique requirements, often necessitating additional software or customization services, incurring additional costs and time. Interoperability issues emerge when multiple cloud services from different sources are utilized, owing to disparities in data models or APIs, complicating the integration of third-party systems and data sources.

This global customer relation management market report provides details of new recent developments, trade regulations, import-export analysis, production analysis, value chain optimization, market share, impact of domestic and localized market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, strategic market growth analysis, market size, category market growths, application niches and dominance, product approvals, product launches, geographic expansions, technological innovations in the market. To gain more info on the global customer relation management market contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.

 Recent Development

• November 2021, Adobe entered into a partnership with Real Madrid, a Spanish sports giant, for offering the Adobe Experience Cloud. Real Madrid connected to fans around the globe through Adobe Experience Cloud for an immersive sports entertainment experience.
• In January 2021, Pegasystems Inc acquired Qurious.io, Inc. The aim of the acquisition was to include the capabilities of Qurious.io’s into the software portfolio of Pegasystems with an initial focus on the Pega Customer Service use case.

Global Customer Relation Management Market Scope

The global customer relation management market is segmented on the basis of application, deployment types, solutions, end-users and organization size. The growth amongst the different segments helps you in attaining the knowledge related to the different growth factors expected to be prevalent throughout the market and formulate different strategies to help identify core application areas and the difference in your target market.

Application

• Customer Service And Support
• Marketing, Sales
• Others

Deployment Types

• Hosted
• On-Premise
• Hybrid

Solutions

• Social Monitoring
• Social Listening
• Social Mapping
• Social Middleware
• Social Management 
• Social Measurement

End-Users

• Academia And Government
• Automotive
• Transportation And Logistics,
• Banking
• Financial Services And Insurance (BFSI)
• Consumer Goods And Retail
• Energy
• Power And Utilities
• Healthcare
• Oil And Gas and Telecom
• IT

Organization Size

• Small And Medium Businesses (SMB)
• Large Enterprise

Global Customer Relation Management Market Region Analysis/Insights

The global customer relation management market is analysed and market size, volume information is provided by country, application, deployment types, solutions, end-users and organization size as referenced above.

The countries covered in the global customer relation management market report are U.S., Canada and Mexico in North America, Germany, France, U.K., Netherlands, Switzerland, Belgium, Russia, Italy, Spain, Turkey, Rest of Europe in Europe, China, Japan, India, South Korea, Singapore, Malaysia, Australia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific (APAC) in the Asia-Pacific (APAC), Saudi Arabia, U.A.E, Israel, Egypt, South Africa, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA), Brazil, Argentina and Rest of South America as part of South America.

North America dominates the global customer relation management market and will continue to flourish its trend of dominance during the forecast period owing to the presence of small and big solution vendors in this region. Asia-Pacific will continue to undergo substantial gains during the forecast period and score the highest CAGR. This is because of the growing expenditure for the development of IT infrastructure, growing demand for innovative CRM solutions from emerging countries such as China and India and surging number of small scale businesses.

The country section of the report also provides individual market impacting factors and changes in regulation in the market domestically that impacts the current and future trends of the market. Data points like down-stream and upstream value chain analysis, technical trends and porter's five forces analysis, case studies are some of the pointers used to forecast the market scenario for individual countries. Also, the presence and availability of global brands and their challenges faced due to large or scarce competition from local and domestic brands, impact of domestic tariffs and trade routes are considered while providing forecast analysis of the country data.   

Competitive Landscape and Global Customer Relation Management Share Analysis

The global customer relation management market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, global presence, production sites and facilities, production capacities, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies’ focus related to global customer relation management market.

Some of the major players operating in the global customer relation management market are

• IBM (U.S)
• Oracle (U.S)
• Microsoft (U.S)
• SAP SE (Germany)
• Cisco Systems, Inc. (U.S)
• Aptean (U.S)
• bBooth, Inc. (U.S)
• Big Purple Dot (U.S)
• HubSpot, Inc. (U.S)
• DecisionLink (U.S)
• Infusionsoft (U.S)
• Pegasystems (U.S)
• QuickPivot (U.S)
• SalesDrip (U.S)
• Salesforce (U.S)
• SugarCRM (U.S)
• Yes Lifecycle Marketing (U.S)
• Zendesk (U.S)
• Zeta Global Corp (U.S)
• VMware, Inc. (U.S)

SKU-21622