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Customer Relationship Management Market by Component (Software and Service), Deployment Model (On-premise, Cloud, and Hybrid) Organization size (Large Scale, Small & Medium Size Enterprise) Application (Customer Service, Customer, Experience Management, CRM Analytics, Marketing Automation, Salesforce Automation and Others), and Industry Vertical (BFSI, Healthcare, Energy & Utility, IT & Telecommunication, Retail & E-commerce, Manufacturing, Government & Defense , Media & Entertainment and Others): Global Opportunity Analysis and Industry Forecast, 2020-2027

A00508
Pages: 334
Apr 2021 | 8781 Views
 
Author(s) : Rachita Rake & Shreyas Wadodkar
Tables: 174
Charts: 82
 

COVID-19

Pandemic disrupted the entire world and affected many industries.

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Customer relationship management (CRM) Market Statistics: 2027

The CRM market size was valued at $41.93 billion in 2019, and is projected to reach $96.39 billion by 2027, growing at a CAGR of 11.1% from 2020 to 2027. Customer Relationship Management is an approach which helps organizations to improve existing customer relationships and for engaging new customers rapidly. The use of customer relationship management simplifies the process of communicating with customer and increase their satisfaction about the service or product. It not only contains direction and guidelines about how to direct interactions take place between customer and enterprise, but is also used for organizing and tracking all the relevant information. This information is needed to find leads, close deals and retain customers, increase sales, build stronger relationships, create more personalized customer service and make processes more efficient and simplified. Customer relationship management helps sales managers to automate their sales activities and track their team’s performance. 

Due to COVID-19 pandemic, number of companies are being forced to re-visit and leverage their strategies in order to make sure sales are pursued, customers are served and at the same time employees are productive, even though the employees are remotely working due to which the adoption of CRM systems is increasing post COVID-19 pandemic. Also, due to the COVID-19 pandemic, companies only have one option i.e. to retain their existing and loyal customers which may help them during this lockdown. As CRM software offers several advantages like customer mapping from initial contact discovery to post-purchase interactions, which sometimes gets neglected by the companies drives the CRM system adoption among the ens users.

On the basis of component, the software segment dominated the overall CRM market share in 2019, and is expected to continue this trend during the forecast period. This is attributed to increase in adoption of CRM software among enterprises to gain strategic as well as competitive advantage and strong customer retention over their competitors. In addition, it helps industrial vertical to engage new customers easily and sustain them for a long time, which drives the growth of the market. However, the service segment is expected to witness highest growth, as service segment of customer relationship management market ensures effective coordination between software provider companies and users of CRM software by providing services such as implementation, training, consulting services, and managed services. The adoption of these software speeds up the customer satisfaction of various industrial verticals such BFSI, IT & telecommunication, and healthcare, which maximizes the value of existing customer by optimizing their needs and minimizes the cost of operation, which further fuel the adoption of services that are needed to handle the software properly. 

Customer-Relationship-Management-(CRM)-Market-Market

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Depending on deployment mode, the cloud segment garnered the largest share in 2019, and is expected to continue this trend during the forecast period. The segment is expected to witness highest growth in the upcoming years as cloud deployment does not need any investment in IT infrastructure as all data is stored on cloud server, which increases the demand for customer relationship management software in small and medium scale organizations. 

North America dominated the CRM market share in 2019, as it is anticipated to continue the trend in the upcoming years, due to increasing use of emerging technology such as machine learning, and industrial automation and major shift of business toward the digital transformation and North America is becoming the hub for various industrial verticals such as healthcare, IT and Telecom and energy and utility sector. This industrial verticals have a large number of customer base, which is expected to create a need to adopt customer relationship management software. 

Asia-Pacific is expected to exhibit highest growth during the customer relationship management market forecast period, owing to strong economic growth along with the ongoing development in the customer retention and engagement, which drives organizations to invest heavily in customer relationship management market to sustain growth and improve productivity. In addition, factors such as major shift toward digital transformation, cloud deployment & technological advancement among small & medium businesses, and continuously ongoing modernization in marketing and sales strategy in emerging economies notably contribute toward the market growth. Furthermore, key players in Asia-Pacific are focusing on enhancing their operations and increasing their overall efficiency to stay competitive in the market, which is expected to provide lucrative customer relationship management market opportunity during the forecast period. 

Customer Relationship Management Market
By Deployment Model

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Cloud segment is projected as one of the most lucrative segments.

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The report focuses on the growth prospects, restraints, and CRM market analysis. The study provides Porter’s five forces analysis of critical infrastructure protection industry to understand the impact of various factors such as bargaining power of suppliers, competitive intensity of competitors, threat of new entrants, threat of substitutes, and bargaining power of buyers on the CRM market trends.

Segment review

Customer relationship management market is segmented into component, deployment mode, organizational size, application, industry vertical, and region. By component, it is bifurcated into software and service.

Customer Relationship Management Market
By Organization Size

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SMEs segment is projected as one of the most lucrative segments.

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Depending on deployment mode, it is categorized into on-premise, cloud, and hybrid. On the basis of organization size, it is categorized into large scale and small and medium size enterprises. As per industry vertical, it is classified into BFSI, healthcare, energy & utility, it & telecommunication, retail & e-commerce, manufacturing, government & defense and others. Region wise, the market is analyzed across North America, Europe, Asia-Pacific, and LAMEA.

Impact of COVID-19 on Customer relationship management market

Post COVID-19, the global customer relationship management software market is estimated to grow from $46.03 billion in 2020, and reach $96.39 billion by 2027, at a CAGR of 11.1%. The CRM market is expected to flourish in the upcoming years due to upsurge in need for organizations to re-evaluate aspects of their customer management system to respond to the current context of their organizations. The companies are leveraging various advanced capabilities offered in intelligent customer relation management and customer engagement systems during the pandemic. These capabilities include connectivity to big data analytics and machine learning algorithms. Various customer behavior monitoring system includes telephone calls, mails, customer feedback and chat bots to help address and identify exact customer requirement. On the other hand, the introduction of hybrid customer relationship management software during the pandemic by leading players to help organizations enhance their customer engagement and reduce marketing costs fuels the market growth. Work from home is mandatory in these days and social distancing is a basic need to reduce the spread of the virus. This can also affect communication with customers. Most of the CRM solutions are effective in handling interconnections with customer and sales team. The data present on the database of CRM can be accessed by multiple users at the same. This reduces misleading communication by multiple sales officials. CRM software provides options like email and chat support to handle customer inquiries and queries. This helps to stay connected with customer in this tough condition. CRM software offers features and tools to coordinate tasks to better improve productivity. The automation system in CRM assorts data into the right location with utmost precision. This features of the CRM software boost the market globally.

Customer Relationship Management Market
By Application

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CRM analytics segment is one of the most significant segments.

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Top impacting factors    

The customer relationship management market growth is driven by factors such as increasing focus on customer engagement for long time and increasing use of customer relation management software in small and medium scale enterprises globally. Moreover the worldwide acceleration of digital transformation in enterprises due to COVID-19 outbreak boosts the growth of market. However, lack of security about the privacy of customer information and high initial and installation cost of this software may restrain the growth of the market globally. Furthermore, increasing adoption of bringing your own device (BYOD) ecosystem due to surge in use of smartphone as well as high operational efficiency and less operational cost of the CRM software will create lucrative opportunity in the CRM market during the forecast period. 

Worldwide acceleration of digital transformation in enterprises due to COVID-19 outbreak

The outbreak of the COVID-19 pandemic has brought in stay-at-home measures, minimalist business scenarios, limited mobility, and early signs of a looming recession around the globe, along with the volatile, complex, uncertain, and ambiguous situations for business processes. Thus, companies are accelerating their digital transformation strategies and adding more customer relationship management use cases in their daily activities to keep customer satisfied as they are trying to sustain customers in the competitive market. Due to rising need to address the mass fallout from COVID-19, project managers are paying attention to digital technology investments in customer relationship management. On the other hand, during the pandemic, CRM market players are helping enterprises in different industries to help them in digital transformation and to improve their customer relationship management capabilities.

Customer Relationship Management Market
By Region

2027
North America 
Europe
Asia-pacific
Lamea

Asia-Pacific region is projected as one of the most significant segments.

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Key Benefits For Stakeholders

  • The study provides an in-depth analysis of the customer relationship management market along with the current trends and future estimations to elucidate the imminent investment pockets.
  • Information about key drivers, restraints, and opportunities and their impact analysis on the CRM market size is provided.
  • Porter’s five forces analysis illustrates the potency of buyers and suppliers operating in the customer relationship management.
  • The quantitative analysis of the customer relationship management market from 2019 to 2027 is provided to determine the customer relationship management industry potential.

Key Market Segments

By Component

  • Software 
  • Services

By Deployment Mode:

  • On-Premise
  • Cloud
  • Hybrid

By Organizational size 

  • Large scale 
  • Small and medium scale  

By Application

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

By Industry Vertical

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

By Region

  • North America
    • U.S.
    • Canada
  • Europe 
    • UK
    • Germany 
    • France
    • Spain
    • Italy
    • Rest of Europe
  • Asia-Pacific 
    • China
    • India
    • Japan
    • South Korea
    • Australia
    • Rest of Asia-Pacific
  • LAMEA
    • Latin America 
    • Middle East
    • Africa

Key Market Players

  • Insightly, Inc.
  • Microsoft Corporation
  • Netsuite Inc.
  • Oracle Corporation
  • Pegasystems
  • Sage Group plc 
  • Salesforce.com, Inc.
  • SAP SE
  • SugarCRM
  • Zoho Corporation Pvt. Ltd
 

CHAPTER 1:INTRODUCTION

1.1.REPORT DESCRIPTION
1.2.KEY BENEFITS FOR STAKEHOLDERS
1.3.KEY MARKET SEGMENTS
1.4.RESEARCH METHODOLOGY

1.4.1.Secondary research
1.4.2.Primary research
1.4.3.Analyst tools & models

CHAPTER 2:EXECUTIVE SUMMARY

2.1.KEY FINDINGS

2.1.1.Top impacting factors
2.1.2.Top investment pockets
2.1.3.CXO perspective

CHAPTER 3:MARKET OVERVIEW

3.1.MARKET DEFINITION AND SCOPE
3.2.KEY FORCES SHAPING THE CUSTOMER RELATIONSHIP MANAGEMENT MARKET
3.3.CASE STUDIES

3.3.1.Case study 01
3.3.2.Case study 02

3.4.MARKET DYNAMICS

3.4.1.Drivers

3.4.1.1.Increasing focus towards customer engagement and retention for long time among small and medium scale enterprise
3.4.1.2.The worldwide acceleration of digital transformation in enterprises due to COVID-19 outbreak boosts the growth of the market

3.4.2.Restraints

3.4.2.1.Lack of security about the privacy of customer information and high initial installation cost of CRM software

3.4.3.Opportunities

3.4.3.1.Increasing adoption of bring your own device (BYOD) ecosystem due to surge in use of smartphone
3.4.3.2.High operational efficiency and less operational cost of the CRM software will create lucrative opportunity in the CRM market

3.5.MARKET EVOLUTION/INDUSTRY ROADMAP
3.6.IMPACT OF GOVERNMENT REGULATIONS ON THE GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET
3.7.COVID-19 IMPACT ANALYSIS ON THE GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET

3.7.1.Impact on market size
3.7.2.Consumer trends, preferences, and budget impact
3.7.3.Economic impact
3.7.4.Strategies to tackle negative impact
3.7.5.Opportunity window

CHAPTER 4:GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY CPMPONENT

4.1.OVERVIEW
4.2.SOFTWARE

4.2.1.Key market trends, growth factors, and opportunities
4.2.2.Market size and forecast, by region
4.2.3.Market analysis, by country

4.3.SERVICE

4.3.1.Key market trends, growth factors, and opportunities
4.3.2.Market size and forecast, by region
4.3.3.Market analysis, by country

CHAPTER 5:GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL

5.1.OVERVIEW
5.2.ON-PREMISE

5.2.1.Key market trends, growth factors, and opportunities
5.2.2.Market size and forecast, by region
5.2.3.Market analysis, by country

5.3.CLOUD

5.3.1.Key market trends, growth factors, and opportunities
5.3.2.Market size and forecast, by region
5.3.3.Market analysis, by country

5.4.HYBRID

5.4.1.Key market trends, growth factors, and opportunities
5.4.2.Market size and forecast, by region
5.4.3.Market analysis, by country

CHAPTER 6:GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE

6.1.OVERVIEW
6.2.SMALL & MEDIUM SCALE ENTERPRISE

6.2.1.Key market trends, growth factors, and opportunities
6.2.2.Market size and forecast, by region
6.2.3.Market analysis, by country

6.3.LARGE SCALE ENTERPRISE

6.3.1.Key market trends, growth factors, and opportunities
6.3.2.Market size and forecast, by region
6.3.3.Market analysis, by country

CHAPTER 7:GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATIONS

7.1.OVERVIEW
7.2.CUSTOMER SERVICE

7.2.1.Key market trends, growth factors, and opportunities
7.2.2.Market size and forecast, by region
7.2.3.Market analysis, by country

7.3.CUSTOMER EXPERIENCE MANAGEMENT

7.3.1.Key market trends, growth factors, and opportunities
7.3.2.Market size and forecast, by region
7.3.3.Market analysis, by country

7.4.CRM ANALYSIS

7.4.1.Key market trends, growth factors, and opportunities
7.4.2.Market size and forecast, by region

7.4.3.Market analysis, by country

7.5.MARKETING AUTOMATION

7.5.1.Key market trends, growth factors, and opportunities
7.5.2.Market size and forecast, by region
7.5.3.Market analysis, by country

7.6.SALSEFORCE AUTOMATION

7.6.1.Key market trends, growth factors, and opportunities
7.6.2.Market size and forecast, by region
7.6.3.Market analysis, by country

7.7.OTHERS

7.7.1.Key market trends, growth factors, and opportunities
7.7.2.Market size and forecast, by region
7.7.3.Market analysis, by country

CHAPTER 8:GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL

8.1.OVERVIEW
8.2.HEALTHCARE

8.2.1.Key market trends, growth factors, and opportunities
8.2.2.Market size and forecast, by region
8.2.3.Market analysis, by country

8.3.RETAIL & E-COMMERCE

8.3.1.Key market trends, growth factors, and opportunities
8.3.2.Market size and forecast, by region
8.3.3.Market analysis, by country

8.4.BFSI

8.4.1.Key market trends, growth factors, and opportunities
8.4.2.Market size and forecast, by region
8.4.3.Market analysis, by country

8.5.IT & TELECOM

8.5.1.Key market trends, growth factors, and opportunities
8.5.2.Market size and forecast, by region
8.5.3.Market analysis, by country

8.6.ENERGY & UTILITY

8.6.1.Key market trends, growth factors, and opportunities
8.6.2.Market size and forecast, by region

8.7.MANUFACTURING

8.7.1.Key market trends, growth factors, and opportunities
8.7.2.Market size and forecast, by region
8.7.3.Market analysis, by country

8.8.GOVERNMENT & DEFENCE

8.8.1.Key market trends, growth factors, and opportunities
8.8.2.Market size and forecast, by region

8.9.MEDIA & ENTERTAINMENT

8.9.1.Key market trends, growth factors, and opportunities
8.9.2.Market size and forecast, by region
8.9.3.Market analysis, by country

8.10.OTHERS

8.10.1.Key market trends, growth factors, and opportunities
8.10.2.Market size and forecast, by region
8.10.3.Market analysis, by country

CHAPTER 9:GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY REGION

9.1.OVERVIEW
9.2.NORTH AMERICA

9.2.1.Key market trends, growth factors and opportunities
9.2.2.Market size and forecast, by component
9.2.3.Market size and forecast, by deployment
9.2.4.Market size and forecast, by enterprise size
9.2.5.Market size and forecast, by application
9.2.6.Market size and forecast, by industry vertical
9.2.7.Market analysis, by country

9.2.7.1.U.S.

9.2.7.1.1.Market size and forecast, by component
9.2.7.1.2.Market size and forecast, by deployment model
9.2.7.1.3.Market size and forecast, by enterprise size
9.2.7.1.4.Market size and forecast, by application
9.2.7.1.5.Market size and forecast, by industry vertical

9.2.7.2.Canada

9.2.7.2.1.Market size and forecast, by component
9.2.7.2.2.Market size and forecast, by deployment model
9.2.7.2.3.Market size and forecast, by enterprise size
9.2.7.2.4.Market size and forecast, by application
9.2.7.2.5.Market size and forecast, by industry vertical

9.3.EUROPE

9.3.1.Key market trends, growth factors and opportunities
9.3.2.Market size and forecast, by component
9.3.3.Market size and forecast, by deployment model
9.3.4.Market size and forecast, by enterprise size
9.3.5.Market size and forecast, by application
9.3.6.Market size and forecast, by industry vertical
9.3.7.Market analysis, by country

9.3.7.1.UK

9.3.7.1.1.Market size and forecast, by component
9.3.7.1.2.Market size and forecast, by deployment model
9.3.7.1.3.Market size and forecast, by enterprise size
9.3.7.1.4.Market size and forecast, by application
9.3.7.1.5.Market size and forecast, by industry vertical

9.3.7.2.Germany

9.3.7.2.1.Market size and forecast, by component
9.3.7.2.2.Market size and forecast, by deployment model
9.3.7.2.3.Market size and forecast, by enterprise size
9.3.7.2.4.Market size and forecast, by application
9.3.7.2.5.Market size and forecast, by industry vertical

9.3.7.3.France

9.3.7.3.1.Market size and forecast, component
9.3.7.3.2.Market size and forecast, deployment model
9.3.7.3.3.Market size and forecast, by enterprise size
9.3.7.3.4.Market size and forecast, by application

9.3.7.3.5.Market size and forecast, by industry vertical

9.3.7.4.Spain

9.3.7.4.1.Market size and forecast, component
9.3.7.4.2.Market size and forecast, deployment model
9.3.7.4.3.Market size and forecast, by enterprise size
9.3.7.4.4.Market size and forecast, by application
9.3.7.4.5.Market size and forecast, by industry vertical

9.3.7.5.Italy

9.3.7.5.1.Market size and forecast, component
9.3.7.5.2.Market size and forecast, deployment model
9.3.7.5.3.Market size and forecast, by enterprise size
9.3.7.5.4.Market size and forecast, by application
9.3.7.5.5.Market size and forecast, by industry vertical

9.3.7.6.Rest of Europe

9.3.7.6.1.Market size and forecast, by component
9.3.7.6.2.Market size and forecast, by deployment model
9.3.7.6.3.Market size and forecast, by enterprise size
9.3.7.6.4.Market size and forecast, by application
9.3.7.6.5.Market size and forecast, by industry vertical

9.4.ASIA-PACIFIC

9.4.1.Key market trends, growth factors and opportunities
9.4.2.Market size and forecast, by Component
9.4.3.Market size and forecast, by deployment model
9.4.4.Market size and forecast, by enterprise size
9.4.5.Market size and forecast, by application
9.4.6.Market size and forecast, by industry vertical
9.4.7.Market analysis, by country

9.4.7.1.Japan

9.4.7.1.1.Market size and forecast, by component
9.4.7.1.2.Market size and forecast, by deployment model
9.4.7.1.3.Market size and forecast, by enterprise size
9.4.7.1.4.Market size and forecast, by application
9.4.7.1.5.Market size and forecast, by industry vertical

9.4.7.2.China

9.4.7.2.1.Market size and forecast, by component
9.4.7.2.2.Market size and forecast, by deployment model
9.4.7.2.3.Market size and forecast, by enterprise size
9.4.7.2.4.Market size and forecast, by application
9.4.7.2.5.Market size and forecast, by industry vertical

9.4.7.3.Australia

9.4.7.3.1.Market size and forecast, by component
9.4.7.3.2.Market size and forecast, by deployment model
9.4.7.3.3.Market size and forecast, by enterprise size
9.4.7.3.4.Market size and forecast, by application
9.4.7.3.5.Market size and forecast, by industry vertical

9.4.7.4.India

9.4.7.4.1.Market size and forecast, by component
9.4.7.4.2.Market size and forecast, by deployment model
9.4.7.4.3.Market size and forecast, by enterprise size
9.4.7.4.4.Market size and forecast, by application
9.4.7.4.5.Market size and forecast, by industry vertical

9.4.7.5.South Korea

9.4.7.5.1.Market size and forecast, by component
9.4.7.5.2.Market size and forecast, by deployment model
9.4.7.5.3.Market size and forecast, by enterprise size
9.4.7.5.4.Market size and forecast, by application
9.4.7.5.5.Market size and forecast, by industry vertical

9.4.7.6.Rest of Asia-Pacific

9.4.7.6.1.Market size and forecast, by component
9.4.7.6.2.Market size and forecast, by deployment model
9.4.7.6.3.Market size and forecast, by enterprise size
9.4.7.6.4.Market size and forecast, by application
9.4.7.6.5.Market size and forecast, by industry vertical

9.5.LAMEA

9.5.1.Key market trends, growth factors and opportunities
9.5.2.Market size and forecast, by Component
9.5.3.Market size and forecast, by deployment model
9.5.4.Market size and forecast, by enterprise size
9.5.5.Market size and forecast, by application
9.5.6.Market size and forecast, by industry vertical
9.5.7.Market analysis, by country

9.5.7.1.Latin America

9.5.7.1.1.Market size and forecast, by component
9.5.7.1.2.Market size and forecast, by deployment model
9.5.7.1.3.Market size and forecast, by enterprise size
9.5.7.1.4.Market size and forecast, by application
9.5.7.1.5.Market size and forecast, by industry vertical

9.5.7.2.Middle East

9.5.7.2.1.Market size and forecast, by component
9.5.7.2.2.Market size and forecast, by deployment model
9.5.7.2.3.Market size and forecast, by enterprise size
9.5.7.2.4.Market size and forecast, by application
9.5.7.2.5.Market size and forecast, by industry vertical

9.5.7.3.Africa

9.5.7.3.1.Market size and forecast, by component
9.5.7.3.2.Market size and forecast, by deployment model
9.5.7.3.3.Market size and forecast, by enterprise size
9.5.7.3.4.Market size and forecast, by application
9.5.7.3.5.Market size and forecast, by industry vertical

CHAPTER 10:COMPETITIVE LANDSCAPE

10.1.KEY PLAYER POSITIONING ANALYSIS, 2019
10.2.TOP WINNING STRATEGIES
10.3.COMPETITIVE DASHBOARD
10.4.KEY DEVELOPMENTS

10.4.1.Partnership
10.4.2.Collaboration
10.4.3.Product launch
10.4.4.Acquisition

CHAPTER 11:COMPANY PROFILES

11.1.AUREA SOFTWARE, INC

11.1.1.Company overview
11.1.2.Key executives
11.1.3.Company snapshot
11.1.4.Product portfolio
11.1.5.Key strategic moves and developments

11.2.INSIGHTLY, INC

11.2.1.Company overview
11.2.2.Key executives
11.2.3.Company snapshot
11.2.4.Product portfolio
11.2.5.Key strategic moves and developments

11.3.MICROSOFT CORPORATION

11.3.1.Company overview
11.3.2.Key executives
11.3.3.Company snapshot
11.3.4.Operating business segments
11.3.5.Product portfolio
11.3.6.R&D expenditure
11.3.7.Business performance
11.3.8.Key strategic moves and developments

11.4.ORACLE CORPORATION

11.4.1.Company overview
11.4.2.Key executives
11.4.3.Company snapshot
11.4.4.Operating business segments
11.4.5.Product portfolio
11.4.6.R&D expenditure
11.4.7.Business performance
11.4.8.Key strategic moves and developments

11.5.PEGASYSTEMS

11.5.1.Company overview
11.5.2.Key executives
11.5.3.Company snapshot
11.5.4.Product portfolio
11.5.5.R&D expenditure
11.5.6.Business performance
11.5.7.Key strategic moves and developments

11.6.SAGE GROUP.

11.6.1.Company overview
11.6.2.Key executives
11.6.3.Company snapshot
11.6.4.Product portfolio
11.6.5.Business performance
11.6.6.Key strategic moves and developments

11.7.SALESFORCE.COM, INC

11.7.1.Company overview
11.7.2.Key executives
11.7.3.Company snapshot
11.7.4.Product portfolio
11.7.5.R&D expenditure
11.7.6.Business performance
11.7.7.Key strategic moves and developments

11.8.SAP SE

11.8.1.Company overview
11.8.2.Key executives
11.8.3.Company snapshot
11.8.4.Operating business segments
11.8.5.Product portfolio
11.8.6.R&D expenditure
11.8.7.Business performance
11.8.8.Key strategic moves and developments

11.9.SUGARCRM

11.9.1.Company overview
11.9.2.Key executives
11.9.3.Company snapshot
11.9.4.Product portfolio
11.9.5.Key strategic moves and developments

11.10.ZOHO CORPORATION PVT. LTD

11.10.1.Company overview
11.10.2.Key executives
11.10.3.Company snapshot
11.10.4.Product portfolio
11.10.5.Key strategic moves and developments

LIST OF TABLES

TABLE 01.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 02.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR SOFTWARE , BY REGION, 2019–2027 ($BILLION )
TABLE 03.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR SERVICE , BY REGION, 2019–2027 ($BILLION )
TABLE 04.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 05.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR ON-PREMISE , BY REGION, 2019–2027 ($BILLION )
TABLE 06.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR CLOUD , BY REGION, 2019–2027 ($BILLION )
TABLE 07.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR HYBRID , BY REGION, 2019–2027 ($BILLION )
TABLE 08.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 09.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR SMALL & MEDIUM SCALE ENTERPRISE, BY REGION, 2019–2027 ($BILLION )
TABLE 10.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR LARGE SCALE ENTERPRISE, BY REGION, 2019–2027 ($BILLION )
TABLE 11.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 12.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR CUSTOMER SERVICE, 2019–2027 ($BILLION )
TABLE 13.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR CUSTOMER EXPERIENCE MANAGEMENT, 2019–2027 ($BILLION )
TABLE 14.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR CRM ANALYSIS, 2019–2027 ($BILLION )
TABLE 15.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR MARKETING AUTOMATION , 2019–2027 ($BILLION )
TABLE 16.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR SALSEFORCE AUTOMATION, 2019–2027 ($BILLION )
TABLE 17.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR OTHERS, 2019–2027 ($BILLION )
TABLE 18.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 19.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR HEALTHCARE, BY REGION, 2019–2027 ($BILLION )
TABLE 20.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR RETAIL & E-COMMERCE, BY REGION, 2019–2027 ($BILLION )
TABLE 21.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR BFSI, BY REGION, 2019–2027 ($BILLION )
TABLE 22.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR IT & TELECOM, BY REGION, 2019–2027 ($BILLION )
TABLE 23.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR ENERGY AND UTILITY, BY REGION, 2019–2027 ($BILLION )
TABLE 24.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR MANUFACTTURING, BY REGION, 2019–2027 ($BILLION )
TABLE 25.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR GOVERNMENT AND DEFENCE, BY REGION, 2019–2027 ($BILLION )
TABLE 26.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR MEDIA & ENTERTAINMENT, BY REGION, 2019–2027 ($BILLION )
TABLE 27.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR OTHERS, BY REGION, 2019–2027 ($BILLION )
TABLE 28.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY REGION, 2019–2027 ($BILLION )
TABLE 29.NORTH AMERICA GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 30.NORTH AMERICA GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT, 2019–2027 ($BILLION )
TABLE 31.NORTH AMERICA GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 32.NORTH AMERICA GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 33.NORTH AMERICA GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 34.NORTH AMERICA GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COUNTRY, 2019–2027 ($BILLION )
TABLE 35.U.S. CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 36.U.S. CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 37.U.S. CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 38.U.S. CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 39.U.S. CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 40.CANADA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 41.CANADA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 42.CANADA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 43.CANADA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 44.CANADA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 45.EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 46.EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 47.EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 48.EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 49.EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 50.EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COUNTRY, 2019–2027 ($BILLION )
TABLE 51.UK CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 52.UK CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 53.UK CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 54.UK CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 55.UK CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 56.GERMANY CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 57.GERMANY CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 58.GERMANY CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 59.GERMANY CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 60.GERMANY GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 61.FRANCE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 62.FRANCE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 63.FRANCE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 64.FRANCE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 65.FRANCE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 66.SPAIN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 67.SPAIN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 68.SPAIN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 69.SPAIN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 70.SPAIN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 71.ITALY CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 72.ITALY CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 73.ITALY CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 74.ITALY CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 75.ITALY CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 76.REST OF EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET BY COMPONENT, 2019–2027 ($BILLION )
TABLE 77.REST OF EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 78.REST OF EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 79.REST OF EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 80.REST OF EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 81.ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET BY COMPONENT, 2019–2027 ($BILLION )
TABLE 82.ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 83.ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 84.ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 85.ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 86.ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COUNTRY, 2019–2027 ($BILLION )
TABLE 87.JAPAN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 88.JAPAN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 89.JAPAN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 90.JAPAN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 91.JAPAN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 92.CHINA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 93.CHINA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 94.CHINA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 95.CHINA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 96.CHINA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 97.AUSTRALIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 98.AUSTRALIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 99.AUSTRALIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 100.AUSTRALIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 101.AUSTRALIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 102.INDIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 103.INDIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 104.INDIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 105.INDIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 106.INDIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 107.SOUTH KOREA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 108.SOUTH KOREA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 109.SOUTH KOREA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 110.SOUTH KOREA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 111.SOUTH KOREA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 112.REST OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, COMPONENT, 2019–2027 ($BILLION )
TABLE 113.REST OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 114.REST OF ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 115.REST OF ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 116.REST OF ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 117.LAMEA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 118.LAMEA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 119.LAMEA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 120.LAMEA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 121.LAMEA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 122.LATIN AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 123.LATIN AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 124.LATIN AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 125.LATIN AMERICA GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 126.LATIN AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 127.MIDDLE EAST CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 128.MIDDLE EAST CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 129.MIDDLE EAST CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 130.MIDDLE EAST CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 131.MIDDLE EAST CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 132.AFRICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
TABLE 133.AFRICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
TABLE 134.AFRICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
TABLE 135.AFRICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
TABLE 136.AFRICA GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
TABLE 141.AUREA SOFTWARE INC: KEY EXECUTIVES
TABLE 142.AUREA SOFTWARE INC: COMPANY SNAPSHOT
TABLE 143.AUREA SOFTWARE INC: PRODUCT PORTFOLIO
TABLE 144.INSIGHTLY, INC.: KEY EXECUTIVES
TABLE 145.INSIGHTLY, INC.: COMPANY SNAPSHOT
TABLE 146.INSIGHTLY, INC.: PRODUCT PORTFOLIO
TABLE 147.MICROSOFT CORPORATION: KEY EXECUTIVES
TABLE 148.MICROSOFT CORPORATION: COMPANY SNAPSHOT
TABLE 149.MICROSOFT CORPORATION: OPERATING SEGMENTS
TABLE 150.MICROSOFT CORPORATION: PRODUCT PORTFOLIO
TABLE 151.ORACLE CORPORATION: KEY EXECUTIVES
TABLE 152.ORACLE CORPORATION: COMPANY SNAPSHOT
TABLE 153.ORACLE CORPORATION: OPERATING SEGMENTS
TABLE 154.ORACLE CORPORATION: PRODUCT PORTFOLIO
TABLE 155.PEGASYSTEMS: KEY EXECUTIVES
TABLE 156.PEGASYSTEMS: COMPANY SNAPSHOT
TABLE 157.PEGASYSTEMS: PRODUCT PORTFOLIO
TABLE 158.SAGE GROUP PLC: KEY EXECUTIVES
TABLE 159.SAGE GROUP PLC: COMPANY SNAPSHOT
TABLE 160.SAGE GROUP PLC: PRODUCT PORTFOLIO
TABLE 161.SAGE GROUP PLC: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 162.SALESFORCE.COM, INC.: KEY EXECUTIVES
TABLE 163.SALESFORCE.COM, INC.: COMPANY SNAPSHOT
TABLE 164.SALESFORCE.COM, INC.: PRODUCT PORTFOLIO
TABLE 165.VERIZON COMMUNICATION INC.: KEY EXECUTIVES
TABLE 166.SAP SE.: COMPANY SNAPSHOT
TABLE 167.VODAFONE: OPERATING SEGMENTS
TABLE 168.SAP SE.: PRODUCT PORTFOLIO
TABLE 169.SUGAR CRM: KEY EXECUTIVES
TABLE 170.SUGAR CRM: COMPANY SNAPSHOT
TABLE 171.SUGARCRM: PRODUCT PORTFOLIO
TABLE 172.ZOHO CORPORATION PVT. LTD: KEY EXECUTIVES
TABLE 173.ZOHO CORPORATION PVT. LTD: COMPANY SNAPSHOT
TABLE 174.ZOHO CORPORATION PVT. LTD: PRODUCT PORTFOLIO

LIST OF FIGURES

FIGURE 01.KEY MARKET SEGMENTS
FIGURE 02.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET SNAPSHOT, BY SEGMENT, 2019–2027
FIGURE 03.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET SNAPSHOT, BY COUNTRY, 2019–2027
FIGURE 04.TOP IMPACTING FACTORS
FIGURE 05.TOP INVESTMENT POCKETS
FIGURE 06.MODERATE-TO-HIGH BARGAINING POWER OF SUPPLIERS
FIGURE 07.MODERATE BARGAINING POWER OF BUYERS
FIGURE 08.MODERATE THREAT OF SUBSTITUTES
FIGURE 09.MODERATE-TO-HIGH THREAT OF NEW ENTRANTS
FIGURE 10.HIGH COMPETITIVE RIVALRY
FIGURE 11.MARKET DYNAMICS: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET
FIGURE 12.MARKET EVOLUTION/INDUSTRY ROADMAP
FIGURE 13.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COMPONENT, 2019–2027 ($BILLION )
FIGURE 14.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR ON-PREMISE, BY COUNTRY, 2019 & 2027 (%)
FIGURE 15.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR SERVICE, BY COUNTRY, 2019 & 2027 (%)
FIGURE 16.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY DEPLOYMENT MODEL, 2019–2027 ($BILLION )
FIGURE 17.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR ON-PREMISE, BY COUNTRY, 2019 & 2027 (%)
FIGURE 18.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR CLOUD, BY COUNTRY, 2019 & 2027 (%)
FIGURE 19.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR HYBRID, BY COUNTRY, 2019 & 2027 (%)
FIGURE 20.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2019–2027 ($BILLION )
FIGURE 21.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR SMALL & MEDIUM SCALE ENTERPRISE, BY COUNTRY, 2019 & 2027 (%)
FIGURE 22.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR LARGE SCALE ENTERPRISE, BY COUNTRY, 2019 & 2027 (%)
FIGURE 23.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY APPLICATION, 2019–2027 ($BILLION )
FIGURE 24.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR CUSTOMER SERVICE, 2019 & 2027 (%)
FIGURE 25.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR CUSTOMER EXPERIENCE MANAGEMENT, 2019 & 2027 (%)
FIGURE 26.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR CRM ANALYSIS, 2019 & 2027 (%)
FIGURE 27.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR MARKETING AUTOMATION, 2019 & 2027 (%)
FIGURE 28.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR SALSEFORCE AUTOMATION, 2019 & 2027 (%)
FIGURE 29.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR OTHERS, 2019 & 2027 (%)
FIGURE 30.GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($BILLION )
FIGURE 31.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR HEALTHCARE, BY COUNTRY, 2019 & 2027 (%)
FIGURE 32.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR RETAIL & E-COMMERCE, BY COUNTRY, 2019 & 2027 (%)
FIGURE 33.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR BFSI, BY COUNTRY, 2019 & 2027 (%)
FIGURE 34.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR IT & TELECOM, BY COUNTRY, 2019 & 2027 (%)
FIGURE 35.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR MANUFACTURING, BY COUNTRY, 2019 & 2027 (%)
FIGURE 36.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR MEDIA & ENTERTAINMENT, BY COUNTRY, 2019 & 2027 (%)
FIGURE 37.COMPARATIVE SHARE ANALYSIS OF GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET FOR OTHERS, BY COUNTRY, 2019 & 2027 (%)
FIGURE 38.U.S. GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 39.CANADA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 40.UK CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 41.GERMANY CUSTOMER RELATIONSHIP MANAGEMENT 2019–2027 ($BILLION )
FIGURE 42.FRANCE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 43.SPAIN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 44.ITALY CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 45.REST OF EUROPE CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 46.JAPAN CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 47.CHINA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 48.AUSTRALIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 49.INDIA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 50.SOUTH KOREA COMMUNICATION SERVICE MARKET, 2019–2027 ($BILLION )
FIGURE 51.REST OF ASIA-PACIFIC CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 52.LAMEA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, BY COUNTRY, 2019–2027 ($BILLION )
FIGURE 53.LATIN AMERICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 54.MIDDLE EAST CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 55.AFRICA CUSTOMER RELATIONSHIP MANAGEMENT MARKET, 2019–2027 ($BILLION )
FIGURE 56.KEY PLAYER POSITIONING ANALYSIS: GLOBAL CUSTOMER RELATIONSHIP MANAGEMENT MARKET
FIGURE 57.TOP WINNING STRATEGIES, BY YEAR, 2017-2020
FIGURE 58.TOP WINNING STRATEGIES, BY DEVELOPMENT, 2017-2020
FIGURE 59.TOP WINNING STRATEGIES, BY COMPANY, 2017-2020
FIGURE 60.COMPETITIVE DASHBOARD
FIGURE 61.COMPETITIVE DASHBOARD
FIGURE 62.COMPETITIVE HEATMAP OF KEY PLAYERS
FIGURE 63.R&D EXPENDITURE, 2017–2019 ($BILLION )
FIGURE 64.MICROSOFT CORPORATION: REVENUE, 2017–2019 ($BILLION )
FIGURE 65.MICROSOFT CORPORATION: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 66.MICROSOFT CORPORATION: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 67.R&D EXPENDITURE, 2017–2019 ($BILLION )
FIGURE 68.ORACLE CORPORATION: REVENUE, 2017–2019 ($BILLION )
FIGURE 69.ORACLE CORPORATION: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 70.ORACLE CORPORATION: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 71.R&D EXPENDITURE, 2017–2019 ($BILLION )
FIGURE 72.PEGASYSTEMS: REVENUE, 2017–2019 ($BILLION )
FIGURE 73.PEGASYSTEMS: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 74.SAGE GROUP PLC: REVENUE, 2017–2019 ($BILLION )
FIGURE 75.SAGE GROUP PLC: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 76.R&D EXPENDITURE, 2017–2019 ($BILLION )
FIGURE 77.SALESFORCE.COM, INC.: REVENUE, 2017–2019 ($BILLION )
FIGURE 78.SALESFORCE.COM, INC..: REVENUE SHARE, BY SEGMENT, 2019 (%)
FIGURE 79.R&D EXPENDITURE, 2017–2019 ($BILLION )
FIGURE 80.SAP SE. REVENUE, 2017–2019 ($BILLION )
FIGURE 81.SAP SE.: REVENUE SHARE, BY SEGMENT, 2019 (%)
FIGURE 82.SAP SE.: REVENUE SHARE, BY REGION, 2019 (%)

 
 

In accordance with several interviews that were conducted of the top level CXOs, the adoption of customer relationship management software has increased over time to boost the decision-making capability of organizations and improve business insights. In addition, the ability of these software to provide different opportunities for businesses and gain new insights to run the business efficiently is increasing its popularity among industry verticals. Furthermore, number of industries such as retail, IT & Telecommunication are heavily investing in customer relationship management software to increase customer engagement and reduce sales related issues within the organizations, which is impacting positively on the growth of the market.

The CXOs further added that the market is expected to witness significant growth in the future years, due to increase in use of cloud computing in small scale and medium enterprise and rise in adoption of artificial intelligence oriented business models among organizations. Moreover, growing need for quick and timely decision-making and the ability of customer relationship management software to provide appropriate actions in response to situations arising in sales deal or any query in customer experience, which drive its adoption among enterprises due to the competitive nature of businesses. Furthermore, continuous rise in technology and diversity of customer demand in enterprises generate the need for customer relationship management software to derive meaningful insights and relationships. However, customer relationship management software needs sufficient volume of meaningful data to efficiently operate, which can be obtained by effective monitoring of customer behavior. This acts as a challenge for small organizations to implement customer relationship management system, considering the high costs of installation, which is anticipated to hamper the growth of the market.

In the current business scenario, substantial rise has been experienced in the usage of customer relationship management software across Asia-Pacific. This is attributed to presence of large population in this region that has created an extensive demand for customer engagement and sustainability. Moreover, the region has recorded increase in the number of IT & telecommunication service provider companies, which boost the growth of market during the forecast period. Asia-Pacific is further anticipated to witness strong growth in customer relationship management software deployments in the upcoming years, due to its large area, diversity in customer and major shift toward digital transformation and the innovative in customer relationship management software taken by countries, including China, India, South Korea, and Japan. 

In addition, companies are heavily investing in R&D activities to develop advanced level CRM software, which is opportunistic for the market. For instance, in September 2019, Insightly Inc. launched its new software-as-a-service based customer relationship management software, which will improve marketing by integrating marketing, sales and project management into a single platform to support dynamic customer journeys.

 
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