Marché mondial de la gestion de la relation client (CRM) – Tendances et prévisions du secteur jusqu’en 2031

Analyse du marché et de la taille de la gestion de la relation client (CRM)

Le marché de la gestion de la relation client (CRM) consiste à exploiter les outils et techniques CRM pour rationaliser et améliorer le processus de vente. Cela comprend la gestion des prospects, le suivi des interactions avec les clients, la prévision des ventes et l'analyse des indicateurs de performance. Le CRM permet aux équipes de vente d'améliorer l'engagement client, de hiérarchiser les prospects et de collaborer efficacement entre les services pour stimuler la croissance des revenus. En centralisant les données client et en fournissant des informations, le CRM permet aux responsables des ventes de prendre des décisions basées sur les données et d'optimiser leurs stratégies pour un plus grand succès.

Français La taille du marché mondial de la gestion de la relation client (CRM) était évaluée à 217,35 millions USD en 2023 et devrait atteindre 286,2 millions USD d'ici 2031, avec un TCAC de 3,5 % au cours de la période de prévision de 2024 à 2031. En plus des informations sur le marché telles que la valeur du marché, le taux de croissance, les segments de marché, la couverture géographique, les acteurs du marché et le scénario du marché, le rapport de marché organisé par l'équipe de recherche sur le marché de Data Bridge comprend une analyse approfondie des experts, une analyse des importations/exportations, une analyse des prix, une analyse de la consommation de production et une analyse du pilon.

Portée du rapport et segmentation du marché       

Définition du marché

La gestion de la relation client (CRM) est une stratégie utilisée par les entreprises pour gérer les interactions et les relations avec les clients actuels et potentiels. Elle implique l'exploitation de la technologie pour organiser, automatiser et synchroniser les processus de vente, de marketing, de service client et d'assistance technique.

Dynamique du marché de la gestion de la relation client (CRM)

Conducteurs

• Développer des stratégies centrées sur le client grâce aux solutions CRM

Les clients exigent des expériences personnalisées et fluides sur différents points de contact. Les entreprises se tournent donc vers les systèmes CRM pour gérer efficacement les interactions, recueillir des informations précieuses et adapter les offres en fonction des besoins en constante évolution. Le CRM permet aux entreprises d'anticiper et de répondre plus efficacement aux préférences des clients, favorisant ainsi des relations plus solides et un avantage concurrentiel dans le paysage dynamique actuel du marché.

• Adoption croissante de la gestion de la relation client en raison de la transformation numérique accrue

À mesure que les entreprises se transforment numériquement, il devient de plus en plus nécessaire d'adopter des solutions CRM pour rationaliser les interactions avec les clients, exploiter l'analyse des données pour un marketing personnalisé et offrir des expériences omnicanales fluides. Les systèmes CRM jouent un rôle essentiel en permettant aux organisations de numériser leurs processus d'engagement client, d'améliorer l'efficacité opérationnelle et de rester compétitives dans l'économie numérique d'aujourd'hui. Ainsi, la demande de solutions CRM est propulsée par la tendance générale de la transformation numérique, car les entreprises accordent la priorité à l'amélioration des relations clients à l'ère numérique.

Par exemple, l’enquête d’IBM souligne le rôle essentiel de la transformation numérique dans l’adoption de la gestion de la relation client (CRM), en mettant l’accent sur la combinaison des solutions existantes avec les technologies cloud. Cette approche permet aux entreprises de moderniser leurs processus CRM, de maximiser la valeur de leurs investissements et de rester agiles dans un marché en constante évolution.

Opportunités

• Rise in Shift towards Omnichannel Engagement Promotes Consistent Customer Interactions

Businesses are investing in CRM solutions to unify customer data from various touchpoints such as social media, email, mobile apps, and in-person interactions. Adopting omnichannel CRM strategies, organizations can deliver personalized experiences, anticipate customer needs, and foster stronger relationships. This approach enhances customer satisfaction and improves operational efficiency and drives revenue growth, driving the demand for advanced CRM solutions tailored for omnichannel engagement.

• Introduction of New Tools Increasing Demands Customer Service Delivery

New tools such as Genesys' AI-driven customer experience solutions launched in 2021, fuels growth opportunities in the global CRM market. Genesys' offerings, including open messaging API, bot development, orchestration, and employee development features, demonstrate the evolving capabilities of CRM applications to meet the increasing demands of businesses for enhanced customer engagement and service delivery. These advancements enable organizations to leverage AI-driven insights, streamline communication channels, and empower employees, driving adoption and investment in CRM solutions. Consequently, the continuous innovation in CRM technology acts as a significant driver propelling market expansion and evolution.

Restraints/Challenges

• High Cost of Implementation hampers the Adoption of CRM Systems for Small and Medium-Sized Enterprises (SMEs)

Expenses associated with software licensing, customization, integration with existing systems, and employee training can quickly escalate. This financial barrier often prevents organizations from adopting or upgrading CRM solutions, limiting their ability to improve customer relationships and streamline operations. Moreover, ongoing maintenance costs add to the total cost of ownership, making it challenging for businesses to justify the investment in CRM technology. As a result, cost considerations remain a significant restraint for companies looking to leverage CRM solutions effectively.

• Growing Privacy Concerns Limits the Adoption of CRM Technology

Growing concerns about privacy and data security, as well as increasing regulations such as GDPR and CCPA, are posing challenges to the expansion of the customer relationship management (CRM) market. Organizations are facing pressure to ensure compliance with these regulations while managing vast amounts of customer data. The rising complexity of customer data management and integration across various systems is a barrier to CRM adoption for some businesses. These concerns collectively limit the scope of growth in the long run by hindering the willingness of businesses to invest in CRM solutions and by heightening the need for robust data protection measures.

This 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 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 Developments

• In 2023, Salesforce announced its 'Sales Planning' solution, aimed at streamlining the creation of comprehensive plans using CRM data. This Sales Cloud offering facilitates efficient distribution of territories, compensation, and quotas, empowering organizations to enhance their growth strategies
• In 2023, Genesys and Salesforce, Inc. forged a strategic collaboration to amalgamate bots, communication channels, and data, enhancing both employee and customer experiences. This collaboration will introduce AI-powered CRM solutions, named CX Cloud and Genesys Cloud CX, integrating Salesforce Service Cloud and Genesys technologies
• In 2023, Creatio and zolution, a CRM consultancy firm in Singapore, joined forces to deploy Creatio's no-code platform for automating workflows. This collaboration aims to optimize CRM strategies for zolution's clients, ultimately enhancing customer engagement and operational efficiency
• In 2022, SAP SE announced a collaboration with Sri Lankan conglomerate Lanka Walltiles to revolutionize its business processes using S/4 HANA cloud. Leveraging SAP's S/4 HANA, Lanka Walltiles aims to automate operations and streamline data-driven decision-making across customer-centric, partner, and employee experiences

Customer Relationship Management (CRM) Market Scope

The market is segmented on the basis of component, deployment model, organization size, application and industry vertical. The growth amongst these segments will help you analyze meagre growth segments in the industries and provide the users with a valuable market overview and market insights to help them make strategic decisions for identifying core market applications.

Component  

• Solution
• Services

Deployment Mode

• On-Premise
• Cloud
• Hybrid

Organizational size 

• Large scale 
• Small and medium scale  

Application

• Customer Service
• Customer Experience Management
• CRM Analytics
• Marketing Automation
• Salesforce Automation
• Others

Industry Vertical

• BFSI
• Healthcare
• Energy and Utility
• IT and Telecommunication
• Retail and E-commerce
• Manufacturing
• Government and Defense 
• Media and Entertainment
• Others

Customer Relationship Management (CRM) Market Region Analysis/Insights

The market is analyzed and market size insights and trends are provided by country, component, deployment model, organization size, application and industry vertical as referenced above.

The countries covered in the 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 market both in revenue and market share, primarily owing to the rapid uptake of modern technologies and the widespread presence of sophisticated IT infrastructure across developed nations in the region. The advanced infrastructure facilitates seamless integration and implementation of CRM solutions, enabling businesses to efficiently manage customer relationships and drive growth. This dominance underscores North America's competitive advantage in leveraging CRM technologies to enhance customer engagement, streamline processes, and gain valuable insights, thus maintaining its leadership position in the global CRM landscape.

Asia-Pacific is expected to maintain the highest compound annual growth rate, driven primarily by the rapid digitization of economies across the region. The BFSI (Banking, Financial Services, and Insurance) sector, in particular, is increasingly adopting digital solutions, further fueling growth. This trend is propelled by factors such as rising internet penetration, expanding smartphone usage, and the emergence of fintech innovations. As businesses in the BFSI industry embrace digital transformation to enhance efficiency and customer experience, the Asia-Pacific region is expected to sustain its robust growth trajectory.

The country section of the global sales force automation software market 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 such as consumption volumes, production sites and volumes, import export analysis, price trend analysis, cost of raw materials, down-stream and upstream value chain analysis are some of the major pointers used to forecast the market scenario for individual countries. Also, 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 Customer Relationship Management (CRM) Market Share Analysis

Le paysage concurrentiel du marché fournit des détails par concurrent. Les détails inclus sont la présentation de l'entreprise, les finances de l'entreprise, les revenus générés, le potentiel du marché, les investissements dans la recherche et le développement, les nouvelles initiatives du marché, la présence mondiale, les sites et installations de production, les capacités de production, les forces et les faiblesses de l'entreprise, le lancement du produit, la largeur et l'étendue du produit, la domination des applications. Les points de données ci-dessus fournis ne concernent que l'orientation des entreprises par rapport au marché.

Certains des principaux acteurs opérant sur le marché sont :

• Acquia, Inc (États-Unis)
• Amdocs (États-Unis)
• IBM (États-Unis)
• Jive Software, LLC (États-Unis)
• Microsoft (États-Unis)
• Oracle (États-Unis)
• Hewlett Packard Enterprise Development LP (États-Unis)
• Pegasystems Inc. (États-Unis)
• Systèmes Ramco. (Inde)
• Publications SAGE (États-Unis)
• Salesforce, Inc. (États-Unis)
• Aurea, Inc. (États-Unis)
• Insightly, Inc. (États-Unis)
• SAP SE (Allemagne)
• SugarCRM Inc. (États-Unis)

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