The global healthcare CRM market size was valued at USD 7.7 billion in 2016 and is expected to grow at a CAGR of 9.1% over the forecast period. Increasing demand for structured data and automation in healthcare organization is expected to drive the market growth. The demand for healthcare based Customer Relationship Management (CRM) is expected to get influenced by technological advances in the field of communication and Information Technology (IT).
The rising demand of patients to get access to early treatment by means of home care, virtual care, mobile monitoring and disease monitoring applications, is expected to promote lucrative market growth over the forecast period. The market caters to various needs of both; service providers and patients (payers) such as case coordination and management, communication services, database construction, predictive services, chronic disease management, and collaborative services.
U.S. Healthcare CRM market revenue, by technology, 2014 - 2025 (USD Billion)
Furthermore, changing dynamics and strategies of hospitals worldwide due to severe competition are anticipated to advance the approach of customer outreach and marketing techniques. Collaboration of government with communities of patient, provider and payer is expected to drive the growth.
Direct targeted marketing or the use of social marketing is expected to grow over the forecast period. Advantages of better integration of departments, reduced cost, increased patient satisfaction and multi-facet benefits to the administrative staff are few of the impact rendering drivers for the adoption of these systems.
Based on the type of product used by various organization, healthcare CRM market is segmented into individual, referral and combination of both individual and referral CRM. As of 2016, combination of individual and referral CRM held the largest market share. Referral healthcare is expected to be the fastest growing segment by 2025.
Individual and referral is expected to gain the maximum amount of share during the forecast period owing to changing business model and constant demand for integration between patient, provider and payer. Shift from volume to value based care is expected to drive the growth of referral CRM space. Horizontal and vertical consolidation among hospitals and individual providers is expected to have a positive impact on Individual healthcare CRM.
Based on its application, the market is segmented into service outreach, case coordination, case management and relationship management. Service outreach is the most widely used application as of 2016. Case coordination is expected to witness a lucrative growth owing to centralization and automation in healthcare organization.
Case management is also expected to witness significant growth owing to increasing chronic disease and behavioral health problems. Case management involves coordination between primary healthcare providers, care managers and patients for treatment of a high impact disease. Relationship management is also expected to witness the fastest growth owning to demand for population health management and direct marketing.
End users of CRM include payers, providers and life sciences companies. Payer includes insurance companies; provider includes hospitals, clinics and various specialized facilities such as hospice care, long term care and life sciences companies including the pharmaceutical, biotechnological companies, Clinical Research Organizations (CROs).
The use of the products in life science is expected promote the fastest growth for the segment during the forecast period. CRM used by payers is expected to be the leading segment during the forecast period.
Based on technology, the industry is segmented into cloud based, mobile, social, collaborative and predictive. The mobile customer relationship management segment is expected to be the fastest growing due to its rising adoption rate in physicians, pharmaceutical companies and patients.
The cloud based technology is expected to be the major segment during the forecast period. Social is also expected to witness significant growth owing to rise in consumerism which may lead to more empowered patient. Predictive analysis is also expected to grow owing to rising adoption of home and virtual care. Demand for case coordination, care management and integrated care is expected to fuel the growth of collaborative CRM.
Global Healthcare CRM Market, by Application, 2016 (%)
North America held the largest share of the industry owing to excellent network and IT development in the region. The implementation of Affordable Healthcare Act (2010) and supportive government initiatives such as health connect and e-health drives the industry growth.
Asia Pacific is expected to witness lucrative growth over the forecast period owing to health care schemes drafted by the government agencies. Governments across the region are expected to spend USD 794.6 million on EHR/EMR system by 2018 according to Wolters Kluwer. Increasing focus on health care infrastructure and medical tourism within the region is anticipated to work towards improvement of customer experience of the services and thereby promote the growth.
Increase in ageing population and rising incidence of chronic disease are expected to drive the growth of this market in Latin America.Lack of infrastructure in public health system is driving the growth of private health management and insurance. Increase in spending and rising population demands for improved medical services and is expected to fuel the adoption of newer technologies in MEA.
Key market players of the industry include IBM, salesforce.com, Siemens Healthineers, SAP, Accenture, Oracle, Microsoft, Amdocs Ltd., Anthelio Healthcare Solutions, AllScripts Healthcare Solutions Inc., NetSuite, Cerner.
The players are constantly involved in strategic collaboration. For instance, IBM announced the opening of a new unit (Watson Health) for healthcare analytics in alliance with Apple, Medtronic and Johnson & Johnson in April 2015.
Salesforce expanded its presence in IT through the launch of healthcare cloud, with collaboration of major industry partner such as Centura Health, Philips, Deloitte Digital and Accenture. Oracle acquired Netsuite to gain access to ERP solution. Microsoft is also expected to expand its presence in Artificial Intelligence through collaboration with various research centers.
Industry players such as IBM, Microsoft and SAP are now focusing more on cognitive technology and artificial intelligence to enhance the patient experience and gain major share in the market.
Base year for estimation
Actual estimates/Historical data
2014 - 2016
2017 - 2025
Revenue in USD Million & CAGR from 2017 to 2025
North America, Europe, Asia Pacific, Latin America & MEA
U.S., Canada, UK, Germany, Japan, China, Brazil, Mexico, South Africa
Revenue forecast, company share, competitive landscape, growth factors, and trends
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Segments Covered in the Report
This report forecasts revenue growth and provides an analysis on the latest trends in each of the sub-segments from 2014 to 2025. For the purpose of this study, Grand View Research, Inc. has segmented the healthcare CRM market on the basis of product, application, end-use, technology and region:
Product Outlook, 2014 - 2025 (USD Million)
Individual and referral
Application Outlook, 2014 - 2025 (USD Million)
Community health education
Financial Donor Management
Patient information Management
Pre-Authorizations / Eligibility
Chronic Disease Management
Clinical Trials Relationship Management
End-use Outlook, 2014 - 2025 (USD Million)
Life Science Companies
Technology Outlook, 2014 - 2025 (USD Million)
Regional Outlook, 2014 - 2025 (USD Million)
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