Healthcare CRM Market Size, Share & Trends Analysis Report By Product, By End-use, By Application (Community Outreach, Case Coordination & Management), By Technology, By Region, And Segment Forecasts, 2022 - 2030

Report Overview

The global healthcare CRM market size was valued at USD 12.2 billion in 2021 and is expected to expand at a compound annual growth rate (CAGR) of 8.6% from 2022 to 2030. Increasing demand for structured data and automation in a healthcare organization is projected to drive 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). Healthcare CRM solutions were used by laboratories, medical institutions, clinics, and hospitals, during the COVID-19 pandemic, for creating and tracking medical appointments. They were also used for managing processes as well as to update patients’ visits, medical history, and bills, among others. Therefore, the pandemic had a neutral effect on the market.

The rising demand for patients to get access to early treatment using 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 care coordination and management, communication services, database construction, predictive services, chronic disease management, and collaborative services. Furthermore, changing dynamics and strategies of hospitals worldwide due to the severe competition are anticipated to advance the approach of customer outreach and marketing techniques. The collaboration of the government with communities of patients, providers, and payers is expected to drive 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 a few of the impact rendering drivers for the adoption of these systems.

Product Insights

The individual and referral CRM segment held the largest revenue share of more than 46.0% in 2021. Referral healthcare is expected to be the fastest-growing segment during the forecast period owing to its increasing demand. Individuals and referrals are expected to gain the maximum amount of share during the forecast period owing to changing business models and constant demand for integration between the patient, provider, and payer. The shift from volume to value-based care is expected to drive the growth of the referral CRM space. Horizontal and vertical consolidation among hospitals and individual providers is expected to have a positive impact on individual healthcare CRM.

Application Insights

The community outreach segment dominated the market and accounted for the largest revenue share in 2021. The growth of the segment is owing to the rising use of healthcare CRM solutions for this application. The segment is further divided into community health education, services outreach/promotion, and financial donor management. Case coordination is expected to witness lucrative growth owing to centralization and automation in a healthcare organization. The segment is further classified into patient information management, pre-authorizations/eligibility, referrals, and others.

The case management segment is also expected to witness significant growth owing to increasing chronic disease and behavioral health problems. The segment is further segmented into chronic disease management and clinical trials relationship management. Case management involves coordination between primary healthcare providers, care managers, and patients for the treatment of a high-impact disease. Relationship management is also expected to witness the fastest growth owing to demand for population health management and direct marketing.

Technology Insights

The cloud-based technology dominated the market and accounted for the largest revenue share of 40.0% in 2021. The social segment is also expected to witness significant growth owing to a rise in consumerism which may lead to a more empowered patient. The mobile customer relationship management segment is expected to be the fastest-growing over the forecast period due to its rising adoption rate among physicians, pharmaceutical companies, and patients. Predictive analysis is also expected to grow owing to the rising adoption of home and virtual care. Demand for care coordination, care management, and integrated care is expected to fuel the growth of the collaborative CRM segment.

End-use Insights

The payer segment dominated the healthcare CRM market and accounted for the largest revenue share of 48.0% in 2021. Payers include 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, and Clinical Research Organizations (CROs).

The use of the products in life science is expected to witness the fastest growth during the forecast period. This is owing to the increasing usage of healthcare CRM software by life sciences companies. The provider's segment is also estimated to witness lucrative growth over the forecast period owing to the rising use of these solutions by hospitals and clinics for patient management and appointment scheduling processes.

Regional Insights

North America dominated the market for healthcare CRM and held the largest revenue share of more than 55.0% in 2021 owing to excellent network and IT development in the region. The implementation of the Affordable Healthcare Act (2010) and supportive government initiatives such as health connect and e-health drives industry growth. In Asia Pacific, the market is expected to witness lucrative growth of around 9.9% 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 systems by 2018 according to Wolters Kluwer.

Increasing focus on health care infrastructure and medical tourism within the region is anticipated to work towards the improvement of customer experience of the services and thereby promote growth. An increase in the aging population and rising incidence of chronic disease are expected to drive the growth of this market in Latin America. The lack of infrastructure in the public health system is driving the growth of private health management and insurance. An increase in spending, and rising population demands for improved medical services is expected to fuel the adoption of newer technologies in MEA.

Key Companies & Market Share Insights

The players are constantly involved in strategic collaborations. In September 2021, Salesforce launched the health cloud 2.0, a connected platform for delivering better safety and health for customers, communities, and employees. 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 a major share in the market. Some of the prominent players in the healthcare CRM market include:

• Amdocs Ltd

• Microsoft

• Cerner Corporation (Oracle)

• IBM

• SAP

• Accenture Plc

• Allscripts Healthcare Solutions Inc.

• Siemens Healthcare

• Salesforce.com

• Aspect Software

• Talisma

• Nice Systems

• Verint Systems

• Veeva

• Accretive Health Inc.

Healthcare CRM Market Report Scope

Segments Covered in the Report 

This report forecasts revenue growth at global, regional, and country levels and provides an analysis of the latest industry trends in each of the sub-segments from 2017 to 2030. For the purpose of this report, Grand View Research has segmented the global healthcare CRM market report on the basis of product, application, technology, end-use, and region:

• Product Outlook (Revenue, USD Million, 2017 - 2030)

  • Individual healthcare CRM

  • Referral healthcare CRM

  • Individual and referral healthcare CRM

• Application Outlook (Revenue, USD Million, 2017 - 2030)

  • Community outreach

    • Community health education

    • Service outreach/promotion

    • Financial donor management

  • Case coordination

    • Patient information management

    • Pre-authorizations/eligibility

    • Referrals

    • Others

  • Case management

    • Chronic disease management

    • Clinical trials relationship management

  • Relationship management

• Technology Outlook (Revenue, USD Million, 2017 - 2030)

  • Cloud-based

  • Mobile

  • Social

  • Collaborative

  • Predictive

• End-use Outlook (Revenue, USD Million, 2017 - 2030)

  • Payers

  • Providers

  • Life Sciences

• Regional Outlook (Revenue, USD Million, 2017 - 2030)

  • North America

    • U.S.

    • Canada

  •  Europe

    • Germany

    • U.K.

    • France

    • Italy

    • Spain

  • Asia Pacific

    • Japan

    • China

    • India

  • Latin America

    • Brazil

    • Mexico

  • Middle East and Africa (MEA)

    • South Africa