Customer Relationship Management Market Size, Share & Trends Analysis Report By Solution, By Deployment (On Premise, Cloud), By Enterprise Size (Large Enterprise, Small & Medium Enterprises), By Application, By Region, And Segment Forecasts, 2025 - 2030

Customer Relationship Management Market Summary

Organizational departments such as sales & marketing and customer services & support increasingly integrate customer relationship management systems with AI to improve customer experience and feedback and develop strong customer bonds. For instance, in April 2022, Salesforce, Inc., a cloud-based software company, launched CRM analytics with new capabilities such as AI-powered insights for sales, marketing, and service teams for every industry, such as BFSI, retail, and IT & telecom.

The search insights within CRM analytics help Salesforce customers discover any dataset, dashboard, and next-best groupings related to their search. These developments in CRM solutions and services would likely boost the market's growth. Customers' increasing use of digital channels to communicate with brands and organizations is anticipated to drive customer relationship management industry growth over the forecast period. According to recent SoftClouds surveys, around 80% of organizations use CRM systems for sales reporting and process automation.

It provides a better understanding of buying behavior and preferences, allowing brands and organizations to implement the best CRM strategies and deliver real-time performance. For instance, in December 2022, Freshworks Inc., a cloud-based software solution for all sizes of businesses, offered Freshdesk Omnichannel and Freshchat to Supara, a leading apparel company, to accelerate e-commerce sales with better response times to customer queries. These initiatives would further drive the market's growth during the forecast period.

With the growing importance of understanding customer behavior and preferences, organizations are adopting CRM strategies to deliver the best performance in real time and stay ahead of their rivals. Rapid shifts in business intelligence and embedded analytics, the Internet of Things (IoT), and artificial intelligence, as well as their implementation in CRM solutions, are likely to promote product enhancement and innovation among customer relationship management vendors.

Large corporations have already made significant investments in their respective IT infrastructures. However, due to budget constraints, small and medium businesses (SMBs) have been unable to invest aggressively in setting up IT infrastructure. Futuristic customer relationship management suites also enable enterprises to gauge business performance and track sales trajectories.

The continued digital transformation across various industries prompts businesses to replace the existing solutions required to create, manage, and enhance their digital presence with a unified solution that serves all purposes. These benefits offered by CRM suites would further drive the customer relationship management industry during the forecast period.

Solution Insights

TBased on solution, the market is segmented into customer service, customer experience management, analytics, marketing automation, salesforce automation, social media monitoring, and others. The customer service segment dominated the customer relationship management industry, with a revenue share of over 22.0% in 2024. The key driving factors for the market's growth include the growing importance of understanding customer behavior and their preferences, rising demand for CRM software, and encouraging brands & organizations to continue to adopt CRM strategies to deliver the best service performance in real-time. In addition, the growing use of digital channels using artificial intelligence and its applications by customers to engage with brands and organizations is expected to boost growth during the forecast period.

The social media monitoring segment is anticipated to grow significantly, with a CAGR of 17.2% over the forecast period. Social media platforms have become essential channels for businesses to interact with customers, gather feedback, and resolve issues quickly. With consumers expecting instant responses to inquiries and concerns, businesses increasingly leverage social media monitoring tools to track brand mentions, customer sentiment, and trends in real time. By integrating social media monitoring into CRM systems, companies can respond proactively to customer needs, improving satisfaction and fostering stronger relationships. This real-time responsiveness enhances customer loyalty and helps businesses maintain a positive brand image in an era where online reputation can significantly impact consumer trust.

Deployment Insights

Based on deployment, the market is segmented into on-premise and cloud. The cloud segment dominated the customer relationship management industry, with a revenue share of 58.2% in 2024. Businesses are shifting away from traditional on-premise CRM systems toward cloud-based solutions to enhance operational efficiency, scalability, and cost-effectiveness. Cloud CRM platforms allow organizations to manage customer interactions seamlessly from anywhere, enabling remote work capabilities and facilitating team collaboration. This flexibility has become particularly crucial in the post-pandemic era, where businesses prioritize agility and digital-first customer engagement models to stay competitive. According to Martech Zone, 87% of the companies that utilize a CRM solution rely on a cloud-based system.

The on-premise segment is expected to register a considerable CAGR over the forecast period. According to a CRM buyer survey conducted by SelectHub, several larger enterprise groups have preferred on-premise as compared to cloud-based deployment. Due to the increasing demand for data privacy, the demand for on-premise customer relationship management solutions has increased. Furthermore, the on-premise model is still the first choice by the largest organizations in the world, as they have business-critical information stored on their servers for enhanced data protection. These benefits offered by on-premise deployment would further drive the segment during the forecast period.

Enterprise Size Insights

Based on enterprise size, the market is segmented into large enterprises and small & medium enterprises. The large enterprises accounted for the largest market share of 59.9% in 2024. With various operational departments in large organizations, customer relationship management software is utilized to help integrate customer data with business process management features. It enables users to coordinate with their customer support processes, sales, and marketing, which drive the company’s overall performance. Large enterprises are particularly seeking CRM software that incorporates artificial intelligence and analytics to increase workforce efficiency and reduce manual work through automation. These capabilities would further increase the demand for CRM solutions across large enterprises during the forecast period.

The small & medium enterprises segment is expected to grow at the fastest CAGR of 16.2% during the forecast period. The segment's expansion can be attributed to the global adoption of several government initiatives via digital campaigns such as social media video and search engine marketing. However, due to budget constraints, SMBs have been unable to invest aggressively in establishing IT infrastructure. At this point, cloud-based SaaS can especially assist SMBs in ensuring easy deployment and flexibility while providing a better user experience, which will drive demand for customer relationship management solutions across small businesses during the forecast period.

End-use Insights

The retail segment dominated the market in 2024. The growing online shopping platforms and mobile applications offer retail companies huge customer data. These retail companies are shifting towards CRM software and solutions to understand business growth, market trends, and experience. Furthermore, increasing focus on digital marketing activities and customized advanced IT solutions drive the market’s growth over the forecast period. These developments in the retail segment are expected to drive the market’s growth over the forecast period. Customer relationship management in the hotel, hospitality, and travel industries is also gaining popularity. The hospitality business thrives on customer feedback, and the primary advantage of CRM in the hospitality industry is its ability to streamline customer service. 

The IT & telecom segment is expected to register a significant CAGR of 16.3% during the forecast period. Customer relationship management solutions in IT & telecom offer brand equity, distribution channels, post-purchase service, and customer exclusivity and support. These benefits allow organizations to continue their business in this competitive market. Moreover, the unabated growth in the penetration rate of IT technologies in organizational operations has set new parameters for competitors in the marketplace. Digital experiences inculcated and offered by the companies would increase operational productivity and enhance customer engagement in the long run.

Regional Insights

North America customer relationship management market held a significant global share of around 42.8% in 2024. The key driving factor is the increasing adoption of customer relationship management solutions by several regional enterprises that rely on advanced technologies and are expected to dominate the market over the forecast period. Furthermore, the continuous adoption of digital transformation across various sectors, including banking, retail, and hospitality, is expected to propel the North America market in the forecast period.

U.S. Customer Relationship Management Market Trends

The U.S. customer relationship management industry dominated the North American region in 2024. The rise of mobile CRM solutions is a key factor influencing the growth of the U.S. CRM market. As mobile devices become essential tools for business operations, the demand for mobile-friendly CRM systems has surged. Mobile CRM solutions allow sales, marketing, and customer service teams to access customer information, update records, and engage with clients. This mobility enables teams to be more responsive and productive, particularly in sales, retail, and services, where employees frequently interact with customers outside the office. Mobile CRM solutions allow businesses to respond quickly to customer inquiries, update sales opportunities, and resolve issues in real time.

Europe Customer Relationship Management Industry Trends

The customer relationship management market in Europe is anticipated to register considerable growth from 2025 to 2030. The growth of the European customer relationship management (CRM) market can be attributed to digitalization, stringent regulations concerning business management, key players operating in the region, and improved customer experience, among other factors.

The UK customer relationship management industry held a substantial market share in 2024. The growth of the customer relationship management (CRM) market in the UK can be attributed to government initiatives, including partnerships, collaborations, and MoUs. For instance, in October 2022, Salesforce and Crown Commercial Service signed a new Memorandum of Understanding (MoU), valid for one year. With the new arrangement, Salesforce's base pricing and discounts will be available to all qualified public sector clients.

The Germany customer relationship management market is expected to grow rapidly during the forecast period. The growth of the customer relationship management (CRM) market in Germany can be attributed to companies involved in strategic partnerships aimed at offering improved CRM solutions. For instance, in July 2023, Veeva Systems stated that Veeva Vault MedInquiry is being used as the worldwide medical information management system by Merck KGaA, located in Darmstadt, Germany. Merck KGaA, Darmstadt, Germany, now has a single, worldwide framework for managing medical information thanks to Vault MedInquiry. Teams can satisfy their nations' local and regional regulations by maintaining links between CRM systems, safety, quality, content, and route intake.

The France customer relationship management market is expected to grow rapidly during the forecast period. The growth of the customer relationship management (CRM) market in France can be attributed to factors such as various companies' investments in France aimed at improving the country's digital infrastructure. For instance, in June 2022, Oracle announced the launch of a second cloud area in France, where it will provide public cloud services to support companies looking to update their infrastructure. Along with the Oracle Cloud Marseille area, Oracle's European partners and customers will access a wide range of cloud services with built-in disaster recovery, security, and industry-leading price performance through the new La Courneuve, Paris region. Oracle's dual-region cloud solution is unusual because it allows French clients to deploy robust applications across several in-country sites.

Asia Pacific Customer Relationship Management Market Trends

Asia Pacific customer relationship management industry is anticipated to rise as the fastest-developing regional market at a CAGR of 16.3% over the forecast period. The rising demand for innovative CRM solutions from emerging countries such as China and India to improve customer experience is a catalyst for the regional market's growth. Expanding the e-commerce industry in Asian countries, such as India, is anticipated to drive the demand for CRM solutions. Moreover, the continuous rise of SMBs in countries like India strongly emphasizes implementing customer relationship management solutions as a part of their efforts to drive their regional and global businesses. Furthermore, CRM is available to almost all in India, owing to the widespread internet and broadband use throughout the country and a reduction in prices. The Indian CRM landscape is also undergoing a major transformation due to the internet revolution in India.

China customer relationship management industry held the largest market share in the Asia Pacific region in 2024. The growth of the customer relationship management (CRM) market in China can be attributed to the major players in the CRM market and the cloud market involved in the strategic partnership, enabling customers in China easy access to CRM solutions.

The India customer relationship management market is expected to grow rapidly during the forecast period. The growth of the customer relationship management (CRM) market in India can be attributed to the widespread adoption of digital technologies, the need to manage customer data safely and securely, and the increasing emphasis on customer experience. Furthermore, the Indian government is undertaking various digital initiatives to support digital transformation across the nation. For instance, the government launched Bharat Interface for Money (BHIM) to support seamless digital transactions, propelling demand for customer relationship management solutions.

The Japan customer relationship management market is expected to grow rapidly during the forecast period. The growth of the customer relationship management (CRM) market in Japan can be attributed to the high adoption rate of mobile phones and other connected devices, making it easier for organizations in Japan to draft innovative marketing strategies and boost sales. The Japanese government has initiated several e-government agendas to promote workforce optimization and enable organizations to use electronic media to communicate with customers.

Middle East & Africa Customer Relationship Management Market Trends

The MEA customer relationship management market is expected to grow significantly over the forecast period. The growth of the customer relationship management (CRM) market in the Middle East & Africa can be attributed to the region attracting top retail and electronics brands, creating the need to offer improved customer experience services with the help of CRM solutions. Economies such as Turkey, Egypt, and Saudi Arabia, among others, are witnessing rapid growth of small & medium enterprises implementing CRM solutions to gain insights for better demand forecasting.

Saudi Arabia's customer relationship management industry is expected to grow significantly over the forecast period. The growth of the customer relationship management (CRM) market in Saudi Arabia can be attributed to increased investment in improving the country's digital infrastructure. For instance, in December 2023, Oracle started a project called "Mostaqbali" (My Future) to teach young Saudis in technological fields to prepare them for the most in-demand technology-related employment in the future. The Ministry of Human Resources and Social Development in Saudi Arabia oversees introducing and implementing the new program, which was developed in partnership with Future Work. By 2027, 50,000 Saudi nationals will have received training and certification in the most recent cloud-based digital technologies, such as artificial intelligence, machine learning, and the Internet of Things (IoT).

Key Customer Relationship Management Company Insights

Some of the key players operating in the market include SAP SE, Salesforce.com, Inc., and Microsoft Corporation, among others.

• Salesforce.com, Inc. provides Customer Relationship Management (CRM) solutions under a platform for developers and customers to develop and run business applications. Its CRM services are categorized as Commerce Cloud, Sales Cloud, Data Cloud, Marketing Cloud, Community Cloud, Analytics Cloud, and App Cloud.

• SAP SE Customer Relationship Management covers a broad product portfolio, including SAP Commerce Cloud, SAP Upscale Commerce, customer identify and access management, customer data platform, SAP Service Cloud, Integrated Customer Engagement, and SAP Sales Cloud.  

Insightly, Inc., Creatio, and CopperCRM, Inc. are some of the emerging CRM market participants.

• Insightly, Inc. offers CRM solutions for various industry verticals, such as real estate, consulting, technology, and small businesses. Insightly CRM is the company’s solution for developing custom apps for organizations on the Insightly platform with calculated fields, validation rules, workflow automation, and reports and dashboards. It offers customized views and workflows based on business needs and user preferences.

• Creatio offers three CRM applications, namely Sales Creatio (sales force automation software), Marketing Creatio (marketing automation tool), and Service Creatio (help desk software).

Recent Developments

• In November 2023, Creatio collaborated with CRM consultancy firm Zolution in Singapore to provide its no-code platform to automate Zolution's clients' workflows. This will assist clients in optimizing their CRM strategies and boosting customer engagement.

• In September 2023, technology company Genesys announced a strategic partnership with Salesforce.com, Inc. to assist businesses in gathering bots, communication channels, and data together to enrich employees' and customers' experiences. The companies will introduce AI-powered CRM solutions that integrate Salesforce Service Cloud called CX Cloud and Genesys Cloud CX from Salesforce.com, Inc. and Genesys.

• In July 2023, Salesforce announced the general availability of the 'Sales Planning' solution, simplifying the creation of end-to-end plans powered by CRM data. This Sales Cloud solution will enable organizations to efficiently distribute territories, compensation, capacity, and quota, among other aspects, thus driving their growth.

• In July 2023, Creatio and CVM People announced a partnership to maximize profitability for customers in the United Kingdom through the implementation of no-code CRM and workflow automation. CVM People is a practitioner-led organization specializing in enabling medium-sized enterprise firms to transform their customer management capability across marketing, sales, and service.

• In July 2023, Creatio and xAfrica announced a partnership to equip xAfrica with the tools to drive organizational capacity and efficiency for its clients across several major industries and improve their business outcomes. xAfrica is a business consultancy and service provider that specializes in sales enablement, prospecting, brand awareness, revenue management, and compliance.

• In July 2023, Copper CRM announced several improvements to its list views experience to make the data easy to comprehend and offer an intuitive and user-friendly appearance. The company has added various design elements to ease navigation and increased the record preview side panel size. In-line editing has also been introduced to smooth workflow and the choice to create an 'active list' or a 'basic list' to avoid using tags.

• In June 2023, SugarCRM and sales-i announced a partnership to improve B2B sales performance in the manufacturing, wholesale, and distribution sectors by using AI and machine learning to offer enhanced customer insights, analytics, and intelligence. The collaboration would instantly centralize sales analytics access for each customer, sales team, branch, and product, benefiting sales in industries such as manufacturing and logistics.

• In May 2023, Insightly announced the release of its 'Insightly Modern CRM Checklist' to aid fast-growing businesses in evaluating their software platforms. The company aims to help enterprises understand the evolution of CRM software with changing customer requirements and enquire about features such as mobile access, customization, implementation, security, and cost, among others.

• In May 2023, SugarCRM announced that Barnardos Australia selected its AI-driven CRM platform to modernize its tech stack and improve its data management, operational visibility, compliance, collaboration, and efficiency. Barnardos is a leading charity in Australia, providing care for children at risk of neglect and abuse. The partnership would enable the charity to build relationships with stakeholders such as case workers, volunteers, caregivers, and funders.

• In January 2023, Zoho Corporation introduced the latest version of its 'Bigin' CRM solution for small businesses. The most significant addition to this version is 'Team Pipelines,' which enables customer-facing teams to use a single 'Bigin' account to manage their distinct operations using a unique set of pipelines and sub-pipelines. Other notable updates include the launch of 'Connected Pipelines' and 'Toppings' and Bigin's mobile app improvements. 

Customer Relationship Management Market Report Scope

Global Customer Relationship Management Market Report Segmentation

This report forecasts revenue growths at global, regional, as well as at country levels and offers qualitative and quantitative analysis of the market trends for each of the segment and sub-segments from 2018 to 2030. For this study, Grand View Research has segmented the global customer relationship management market report based on solution, deployment, enterprise size, end-use, and region:

• Solution Outlook (Revenue, USD Billion, 2018 - 2030)

  • Customer Service

  • Customer Experience Management

  • Analytics

  • Marketing Automation

  • Salesforce Automation

  • Social Media Monitoring

  • Others

• Deployment Outlook (Revenue, USD Billion, 2018 - 2030)

  • On Premise

  • Cloud

• Enterprise Size Outlook (Revenue, USD Billion, 2018 - 2030)

  • Large Enterprise

  • Small & Medium Enterprises

• End-use Outlook (Revenue, USD Billion, 2018 - 2030)

  • BFSI

  • Retail

  • Healthcare

  • Telecom & IT

  • Discrete Manufacturing

  • Government & Education

  • Others

• Regional Outlook (Revenue, USD Billion, 2018 - 2030)

  • North America

    • U.S.

    • Canada

    • Mexico

  • Europe

    • UK

    • Germany

    • France

  • Asia Pacific

    • China

    • India

    • Japan

    • Australia

    • South Korea

  • Latin America

    • Brazil

  • Middle East & Africa

    • UAE

    • Saudi Arabia

    • South Africa