The U.S. customer relationship management market size is expected to reach USD 64.2 billion by 2025, registering a CAGR of 14.0% from 2019 to 2025, according to a new report by Grand View Research, Inc. CRM solutions with data-driven insights offer enhanced functionality apart from their traditional role of information gathering, activity tracking, and passive data repository generation. Therefore, these solutions enable companies to analyze buying behavior of customers and simultaneously provide relevant information to augment their sales efforts. Hence, business and organization of all sizes are investing heavily in customer relationship management solutions.
There is a growing demand for these solutions from small and medium sized business. This is likely to present promising growth opportunities for customer relationship management solutions based on software-as-a-service (SaaS) and on-demand models in the U.S. market. This is owing to the fact that these models can minimize the need for upgrading or investing in new hardware infrastructure and can consecutively bring down maintenance and support costs. Presence of major CRM solution providers in the country is also a major factor that drives the adoption of customer relationship management solutions over the forecast period.
CRM software has already gained significant attention from various industries due to its changing nature in terms of growing functionalities and feature set. CRM suites also offer the capability to measure business performance and keep a track of sales trajectory, which have been some of the key factors encouraging businesses to use them. The U.S. market is also witnessing significant growth in cross-sales to existing customers with installed base (in terms of add-ons and upgrades).
Presently, large customer relationship management solution providers such as Salesforce.com, SAP SE, Oracle Corporation, and Microsoft Corporation dominate the U.S. customer relationship management market and have focused on augmenting their collective market share in the U.S. Other key players are trying to access the market by offering identical CRM solutions at a competitive price. This has led to a notable rise in intensity of competition across all sub-segments in the U.S. market.
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Further key findings from the study suggest:
Cloud deployment has been the dominant segment since 2018 and is likely to witness more traction in the upcoming years owing to rising preference and increased awareness regarding its benefits in terms of cost and flexibility
Large enterprises have been at the forefront in deploying cloud-based CRM solutions for their businesses, which is resulting in effective customer engagement. SMEs in the U.S. market are also deploying customer relationship management solutions to improve business processes, which is likely to result in high revenue generation
Some of the key participants in the market are Salesforce.com; SAP SE; Zoho; Oracle Corp; Nimble; SugarCRM Inc.; and Verint Systems Inc.
Grand View Research has segmented the U.S. customer relationship management market based on application, deployment, and end use:
U.S. CRM Application Outlook (Revenue, USD Billion, 2014 - 2025)
Telecom & IT
Government & Education
U.S. CRM Deployment Outlook (Revenue, USD Billion, 2014 - 2025)
U.S. CRM End-use Outlook (Revenue, USD Billion, 2014 - 2025)
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