Global Customer Relationship Management Market Size, Trends, and Growth Opportunity, By Deployment (On-premises, Cloud), By Component (Software, Services), By End Use (IT, Manufacturing and Construction, BFSI, Healthcare, Consumer Goods and Retail. Education, Others), By Application (Marketing Automation, Lead Generation, Customer Retention, Customer Management, Others), Regional Outlook, Competitive Market Share & Forecast, 2022 – 2027.
Global Customer Relationship Management Market (CRM)
The Global Customer Relationship Management Market was valued at USD 63.44 Bn in 2021 which is expected to reach USD 125.50 Bn by 2027, at a CAGR of 10.44% from 2022-2027.
Customer relationship management is a tool used to handle all the interactions and relationships between a business and its clients. CRM systems assist businesses in maintaining close contact with clients, boosting profitability, and streamlining procedures. It helps to concentrate on the relationships that a business has with a specific individual, such as service users, clients, employees, and suppliers, throughout their interactions.
The sales & marketing team can monitor and follow a customer's interaction with a company with the help of a CRM solution to improve customer journey and experience.
Market Drivers
The global customer relationship management market is driven by factors such as focusing on improving consumer satisfaction, personalization of customer service, and the increasing use of AI. The present competitive scenario requires firms to understand their customers more closely than ever before. Analysing customers’ emotional & behavioural patterns is key to uncovering strategies for brand loyalty.
AI is also aiding the growth of CRM. For instance, Salesforce planned on using generative AI to transform every customer experience with Einstein GPT. According to the company, Einstein GPT shall combine real-time data from the Salesforce Data Cloud, which unifies the entire company's customer data, with Salesforce's proprietary AI models.
Market Restraints
The primary concern in using CRM systems is data security. Customer relationship management involves collecting streams of customer data which can include sensitive data such as financial information, location, health information, etc. The amount of increasing data breaches and criminal activities involving data can pose a threat to the widespread use of CRM systems.
Not all regions are equipped with strong cyberinfrastructure to secure data. Moreover, many regions are yet to develop regulations governing the safe collection, preservation, and use of data. These factors shall slow down the growth of the market.
Market Segmentation
The global customer relationship management market is segmented by deployment modes of On-premises and Cloud, and by components of software and services.
Further, the market is segmented by end-use, such as IT, manufacturing & construction, BFSI, healthcare, consumer goods & retail, education, and others.
Regional Analysis
The Asia Pacific region is projected to record the highest growth for the CRM market due to the growing interaction of people in the APAC region with companies. With higher disposable incomes and more individuals getting connected to the internet, the region poses huge untapped potential. The growth in this region is also supported by the expansion of the e-commerce industry.
Key Players
Adobe Inc, SAP, Microsoft Corporation, Zoho Corporation, NetSuite Inc, Oracle Corporation, Salesforce.com Inc, Zendesk, HubSpot, IBM, and Others.
Market Taxonomy
By Deployment
•            On-premises
•            Cloud
By Component
•            Software
•            Services
By End Use
•            IT
•            Manufacturing and Construction
•            BFSI
•            Healthcare
•            Consumer Goods and Retail
•            Education
•            Others
By Application
•            Marketing automation
•            Lead generation and customer retention
•            Customer management
•            Others
By Region
•            North America
•            Latin America
•            Europe
•            Asia Pacific
•            Middle East & Africa       

Global Customer Experience Platform Market
1 Introduction
1.1 Objective of the Study
1.2 Market definition
1.3 Market Scope
2 Research Methodology
2.1 Data Mining
2.2 Validation
2.3 Primary Interviews
2.4 List of Data Sources
3 Executive Summary
4 Global Customer Experience Platform Market Outlook
4.1 Overview
4.2 Market Dynamics
4.2.1 Drivers
4.2.2 Restraints
4.2.3 Opportunities
4.3 Porters Five Force Model
4.4 Value Chain Analysis
5 Global Customer Experience Platform Market, By Deployment
5.1 Y-o-Y Growth Comparison, By Deployment
5.2 Global Customer Experience Platform Market Share Analysis, By Deployment
5.3 Global Customer Experience Platform Market Size and Forecast, By Deployment
5.3.1 On-premises
5.3.2 Coud
6 Global Customer Experience Platform Market, By Platform
6.1 Y-o-Y Growth Comparison, By Platform
6.2 Global Customer Experience Platform Market Share Analysis, By Platform
6.3 Global Customer Experience Platform Market Size and Forecast, By Platform
6.3.1 Windows
6.3.2 iOS
6.3.3 Android
7 Global Customer Experience Platform Market, By Touch Point
7.1 Y-o-Y Growth Comparison, By Touch Point
7.2 Global Customer Experience Platform Market Share Analysis, By Touch Point
7.3 Global Customer Experience Platform Market Size and Forecast, By Touch Point
7.3.1 Stores
7.3.2 Websites
7.3.3 Email
7.3.4 Apps
7.3.5 social media
7.3.6 Call Centre
7.3.7 Others
8 Global Customer Experience Platform Market, By Vertical
8.1 Y-o-Y Growth Comparison, By Vertical
8.2 Global Customer Experience Platform Market Share Analysis, By Vertical
8.3 Global Customer Experience Platform Market Size and Forecast, By Vertical
8.3.1 IT & Telecom
8.3.2 BFSI
8.3.3 Consumer Goods and Retail
8.3.4 Healthcare
8.3.5 Transportation and Logistics
8.3.6 Hospitality
8.3.7 Media and Entertainment
8.3.8 Government
9 Global Customer Experience Platform Market, By Region
9.1 Global Customer Experience Platform Market Share Analysis, By Region
9.2 Global Customer Experience Platform Market Size and Forecast, By Region
10 North America Customer Experience Platform Market Analysis and Forecast (2022-2027)
10.1 Introduction
10.2 North America Customer Experience Platform Market Share Analysis, By Deployment
10.3 North America Customer Experience Platform Market Size and Forecast, By Platform
10.4 North America Customer Experience Platform Market Size and Forecast, By Touch Point
10.5 North America Customer Experience Platform Market Size and Forecast, By Vertical
10.6 North America Customer Experience Platform Market Size and Forecast, By Country
10.6.1 U.S.
10.6.2 Canada
10.6.3 Mexico
11 Europe Customer Experience Platform Market Analysis and Forecast (2022-2027)
11.1 Introduction
11.2 Europe Customer Experience Platform Market Share Analysis, By Deployment
11.3 Europe Customer Experience Platform Market Size and Forecast, By Platform
11.4 Europe Customer Experience Platform Market Size and Forecast, By Touch Point
11.5 Europe Customer Experience Platform Market Size and Forecast, By Vertical
11.6 Europe Customer Experience Platform Market Size and Forecast, By Country
11.6.1 Germany
11.6.2 France
11.6.3 UK
11.6.4 Rest of Europe
12 Asia Pacific Customer Experience Platform Market Analysis and Forecast (2022-2027)
12.1 Introduction
12.2 Asia Pacific Customer Experience Platform Market Share Analysis, By Deployment
12.3 Asia Pacific Customer Experience Platform Market Size and Forecast, By Platform
12.4 Asia Pacific Customer Experience Platform Market Size and Forecast, By Touch Point
12.5 Asia Pacific Customer Experience Platform Market Size and Forecast, By Vertical
12.6 Asia Pacific Customer Experience Platform Market Size and Forecast, By Country
12.6.1 China
12.6.2 Japan
12.6.3 India
12.6.4 Rest of Asia
13 Latin America Customer Experience Platform Market Analysis and Forecast (2022-2027)
13.1 Introduction
13.2 Latin America Customer Experience Platform Market Share Analysis, By Deployment
13.3 Latin America Customer Experience Platform Market Size and Forecast, By Platform
13.4 Latin America Customer Experience Platform Market Size and Forecast, By Touch Point
13.5 Latin America Customer Experience Platform Market Size and Forecast, By Vertical
13.6 Latin America Customer Experience Platform Market Size and Forecast, By Country
13.6.1 Brazil
13.6.2 Rest of Latin America
14 Middle East Customer Experience Platform Market Analysis and Forecast (2022-2027)
14.1 Introduction
14.2 Middle East Customer Experience Platform Market Share Analysis, By Deployment
14.3 Middle East Customer Experience Platform Market Size and Forecast, By Platform
14.4 Middle East Customer Experience Platform Market Size and Forecast, By Touch Point
14.5 Middle East Customer Experience Platform Market Size and Forecast, By Vertical
14.6 Middle East Customer Experience Platform Market Size and Forecast, By Country
14.6.1 Saudi Arabia
14.6.2 UAE
14.6.3 Egypt
14.6.4 Kuwait
14.6.5 South Africa
15 Competitive Analysis
15.1 Competition Dashboard
15.2 Market share Analysis of Top Vendors
15.3 Key Development Strategies
16 Company Profiles
16.1 Tech Mahindra Limited
16.1.1 Overview
16.1.2 Offerings
16.1.3 Key Financials
16.1.4 Business Segment & Geographic Overview
16.1.5 Key Market Developments
16.1.6 Key Strategies
16.2 SAP SE
16.2.1 Overview
16.2.2 Offerings
16.2.3 Key Financials
16.2.4 Business Segment & Geographic Overview
16.2.5 Key Market Developments
16.2.6 Key Strategies
16.3 Adobe
16.3.1 Overview
16.3.2 Offerings
16.3.3 Key Financials
16.3.4 Business Segment & Geographic Overview
16.3.5 Key Market Developments
16.3.6 Key Strategies
16.4 Cisco
16.4.1 Overview
16.4.2 Offerings
16.4.3 Key Financials
16.4.4 Business Segment & Geographic Overview
16.4.5 Key Market Developments
16.4.6 Key Strategies
16.5 Tata Consultancy Services
16.5.1 Overview
16.5.2 Offerings
16.5.3 Key Financials
16.5.4 Business Segment & Geographic Overview
16.5.5 Key Market Developments
16.5.6 Key Strategies
16.6 Huawei Technologies
16.6.1 Overview
16.6.2 Offerings
16.6.3 Key Financials
16.6.4 Business Segment & Geographic Overview
16.6.5 Key Market Developments
16.6.6 Key Strategies
16.7 International Business Machines Corporation
16.7.1 Overview
16.7.2 Offerings
16.7.3 Key Financials
16.7.4 Business Segment & Geographic Overview
16.7.5 Key Market Developments
16.7.6 Key Strategies
16.8 Zendesk
16.8.1 Overview
16.8.2 Offerings
16.8.3 Key Financials
16.8.4 Business Segment & Geographic Overview
16.8.5 Key Market Developments
16.8.6 Key Strategies
16.9 Zoho Corporation
16.9.1 Overview
16.9.2 Offerings
16.9.3 Key Financials
16.9.4 Business Segment & Geographic Overview
16.9.5 Key Market Developments
16.9.6 Key Strategies
16.10 SAS Institute Inc
17.10.1 Overview
16.10.2 Offerings
16.10.3 Key Financials
16.10.4 Business Segment & Geographic Overview
16.10.5 Key Market Developments
16.10.6 Key Strategies
16.11 Oracle
16.11.1 Overview
16.11.2 Offerings
16.11.3 Key Financials
16.11.4 Business Segment & Geographic Overview
16.11.5 Key Market Developments
16.11.6 Key Strategies
16.12 Genesys
16.12.1 Overview
16.12.2 Offerings
16.12.3 Key Financials
16.12.4 Business Segment & Geographic Overview
16.12.5 Key Market Developments
16.12.6 Key Strategies
16.13 Open Text Corporation
16.13.1 Overview
16.13.2 Offerings
16.13.3 Key Financials
16.13.4 Business Segment & Geographic Overview
16.13.5 Key Market Developments
16.13.6 Key Strategies