表紙
市場調查報告書
商品編碼
931798

顧客關係管理 (CRM) 軟體:全球市場

Customer Relationship Management (CRM) Software: Global Markets

出版日期: | 出版商: BCC Research | 英文 127 Pages | 訂單完成後即時交付

價格
  • 全貌
  • 簡介
  • 目錄
簡介

全球顧客關係管理 (CRM) 軟體市場預測將從2019年的485億美元,擴大到2024年858億美元,2019年∼2024年預測將以年複合成長率12.1%的速度成長。北美的CRM軟體市場預測將從2019年的147億美元,擴大到2024年的233億美元,2019年∼2024年預測將以年複合成長率9.6%的速度成長。亞太地區的CRM軟體市場預測將從2019年的107億美元,擴大到2024年的229億美元,2019年∼2024年預測將以年複合成長率16.5%的速度成長。

本報告提供全球顧客關係管理 (CRM) 市場相關調查分析,市場概要,市場明細,競爭情形,主要企業等相關的系統性資訊。

目錄

第1章 簡介

第2章 摘要和亮點

第3章 市場概要

  • CRM軟體市場市場動態
  • 推動市場要素
  • 阻礙市場要素
  • 市場機會
  • 市場課題
  • CRM軟體趨勢
  • 客戶經驗的時代
  • 人工智能 (AI)的作用
  • 行動CRM
  • 由於CRM的社群化
  • CRM人性化
  • CRM無法真空作用
  • 流通管道無CRM
  • 法規遵守
  • 一般資料保護規則 (GDPR)
  • 醫療保險的可攜性與責任相關法律 (HIPAA)的依據
  • 社群CRM
  • 社群CRM的使用案例

第4章 市場明細:各解決方案

  • 簡介
  • 軟體
  • 服務

第5章 市場明細:各應用領域

  • 簡介
  • 銷售
  • 行銷
  • 電子商務
  • 顧客服務、支援
  • 其他

第6章 市場明細:各部署模式

  • 簡介
  • 內部部署
  • 雲端

第7章 市場明細:各組織規模

  • 簡介
  • 大企業
  • 中小企業

第8章 市場明細:各終端用戶

  • 簡介
  • BFSI
  • 醫療
  • 零售
  • IT、通訊
  • 高等教育
  • 製造
  • NPO
  • 政府
  • 其他

第9章 市場明細:各地區

  • 簡介
  • 北美
  • 歐洲
  • 亞太地區
  • 中東、非洲
  • 南美

第10章 競爭分析

  • 市場佔有率分析
  • 主要的市場趨勢

第11章 企業簡介

  • ADOBE INC.
  • CREATIO
  • HUBSPOT INC.
  • INFOR
  • MICROSOFT CORP.
  • NICE SYSTEMS, LTD.
  • ORACLE CORP.
  • PEGASYSTEMS INC.
  • PIPEDRIVE INC
  • PIPELINER CRM
  • SAGE GROUP
  • SALESFORCE
  • SAP
  • SERVICENOW INC.
  • SUGARCRM INC.
  • VERINT SYSTEMS INC.
  • ZENDESK, INC.
  • ZOHO CORP.

第12章 附錄:縮寫的清單

目錄
Product Code: IFT196A

Highlights:

The global market for customer relationship management (CRM) software should grow from $48.5 billion in 2019 to $85.8 billion by 2024 with a compound annual growth rate (CAGR) of 12.1% for the period of 2019-2024.

North American CRM software market should grow from $14.7 billion in 2019 to $23.3 billion by 2024 with a compound annual growth rate (CAGR) of 9.6% for the period of 2019-2024.

Asia-Pacific CRM software market should grow from $10.7 billion in 2019 to $22.9 billion by 2024 with a compound annual growth rate (CAGR) of 16.5% for the period of 2019-2024.

Report Scope:

This report provides an in-depth analysis of the CRM software market and its segments, including solutions, applications, end users and regions. The solutions considered in this report are divided into two parts namely, software and services. The services are again divided into three main types: consulting, implementation, and training and support. The report discusses the different applications of CRM software to derive specific market estimations. The types of applications include sales, marketing, eCommerce, and customer services and support.

In terms of deployment, two main types of deployment, on-premises and cloud CRM, are considered. The CRM software adoption is segregated on the basis of organizational size as well. The end-user segment comprises BFSI, healthcare, retail, IT and telecom, higher education, manufacturing, nonprofit, government, and others (such as energy and utility, media and entertainment, travel and hospitality, and agriculture). The region level study includes North America, Europe, Asia-Pacific, Middle East and Africa, and Latin America.

Report Includes:

  • 81 data tables and 16 additional tables
  • A brief outline of the global market for Customer Relationship Management (CRM) software/solutions
  • Analyses of the global market trends, with historical data from 2018, 2019, and projections of compound annual growth rates (CAGRs) for a five-year forecast through 2024
  • Discussion of key underlying trends (both current and emerging) related to this technology, industry overview, regional factors and govt. enforced regulations that shape and influence the overall market dynamics
  • Assessment of the global competitive landscape with an analysis of market positing and market shares, as well as strategies for key solution providers of CRM software and related cloud computing technologies
  • Identification of viable technology drivers through a comprehensive look at various forms of CRM software, application industries, and adoption of CRM solutions across a broad spectrum of industry verticals
  • Patent analysis with data corresponding to CRM software design innovations, developments and deployments
  • Evaluation of current market size, market forecast, and market share analysis of the leading players of the industry
  • Detailed company profiles of the market leading corporations including Adobe Inc., Hubspot Inc., Microsoft Corp., Pegasystems Inc., Verint Systems Inc., and Zoho Corp.

Table of Contents

Chapter 1: Introduction

  • Components of CRM
  • Study Goals and Objectives
  • Reasons for Doing This Study
  • Scope of the Report
  • Research Methodology
  • Intended Audience
  • Geographical Breakdown
  • Analysts' Credentials
  • BCC Custom Research
  • Related BCC Research Reports

Chapter 2: Summary and Highlights

Chapter 3: Market Overview

  • Market Dynamics of the CRM Software Market
    • Market Drivers
    • Market Restraints
    • Market Opportunities
    • Market Challenges
  • CRM Software Trends
    • Age of Customer Experience
    • The Role of Artificial Intelligence (AI)
    • Mobile CRM
    • Socialization through CRM
    • CRM is More User-Friendly
    • CRM Will Not Live in Vacuum
    • Channel-less CRM
  • Regulatory Compliance
    • General Data Protection Regulation (GDPR)
    • Health Insurance Portability and Accountability Act (HIPAA) Compliance
  • Social CRM
    • Use Cases of Social CRM

Chapter 4: Market Breakdown by Solution

  • Introduction
  • Software
  • Services

Chapter 5: Market Breakdown by Application

  • Introduction
  • Sales
  • Marketing
  • eCommerce
  • Customer Services and Support
  • Others

Chapter 6: Market Breakdown by Deployment Mode

  • Introduction
  • On-premise
  • Cloud

Chapter 7: Market Breakdown by Organization Size

  • Introduction
  • Large Enterprises
  • SMEs

Chapter 8: Market Breakdown by End User

  • Introduction
  • BFSI
  • Healthcare
  • Retail
  • IT and Telecom
  • Higher Education
  • Manufacturing
  • Nonprofits
  • Government
  • Others

Chapter 9: Market Breakdown by Region

  • Introduction
  • North America
  • Europe
  • Asia-Pacific
  • Middle East and Africa
  • Latin America

Chapter 10: Competitive Analysis

  • Market Share Analysis
  • Key Market Developments

Chapter 11: Company Profiles

  • ADOBE INC.
  • CREATIO
  • HUBSPOT INC.
  • INFOR
  • MICROSOFT CORP.
  • NICE SYSTEMS, LTD.
  • ORACLE CORP.
  • PEGASYSTEMS INC.
  • PIPEDRIVE INC
  • PIPELINER CRM
  • SAGE GROUP
  • SALESFORCE
  • SAP
  • SERVICENOW INC.
  • SUGARCRM INC.
  • VERINT SYSTEMS INC.
  • ZENDESK, INC.
  • ZOHO CORP.

Chapter 12: Appendix: List of Acronyms

List of Tables

  • Summary Table: Global Market for CRM Software, by Region, 2018-2024
    • Table 1: Global Market for CRM Software, by Solution, Through 2024
    • Table 2: Global Market for CRM Software, by Region, Through 2024
    • Table 3: Global Market for CRM Software, by Type of Service, Through 2024
    • Table 4: Global Market for CRM Software for Consulting Services, by Region, Through 2024
    • Table 5: Global Market for CRM Software for Implementation Services, by Region, Through 2024
    • Table 6: Global Market for CRM Software for Training and Support Services, by Region, Through 2024
    • Table 7: Global Market for CRM Software, by Application, Through 2024
    • Table 8: Global Market for CRM Software in Sales Applications, by Region, Through 2024
    • Table 9: Global Market for CRM Software in Marketing Applications, by Region, Through 2024
    • Table 10: Global Market for CRM Software in eCommerce Applications, by Region, Through 2024
    • Table 11: Global Market for CRM Software in Customer Service and Support Applications, by Region, Through 2024
    • Table 12: Global Market for CRM Software in Other Applications, by Region, Through 2024
    • Table 13: Global Market for CRM Software, by Deployment Mode, Through 2024
    • Table 14: Global Market for On-premise Deployment of CRM Software, by Region, Through 2024
    • Table 15: Global Market for Cloud Deployment of CRM Software, by Region, Through 2024
    • Table 16: Global Market for CRM Software, by Organization Size, Through 2024
    • Table 17: Global Market for CRM Software for Large Enterprises, by Region, Through 2024
    • Table 18: Global Market for CRM Software for SMEs, by Region, Through 2024
    • Table 19: Global Market for CRM Software, by End User, Through 2024
    • Table 20: Global Market for CRM Software in the BFSI Industry, by Region, Through 2024
    • Table 21: Global Market for CRM Software in the Healthcare Industry, by Region, Through 2024
    • Table 22: Global Market for CRM Software in the Retail Industry, by Region, Through 2024
    • Table 23: Global Market for CRM Software in the IT and Telecom Industry, by Region, Through 2024
    • Table 24: Global Market for CRM Software in Higher Education, by Region, Through 2024
    • Table 25: Global Market for CRM Software in the Manufacturing Industry, by Region, Through 2024
    • Table 26: Global Market for CRM Software for Nonprofit End Users, by Region, Through 2024
    • Table 27: Global Market for CRM Software for Government End Users, by Region, Through 2024
    • Table 28: Global Market for CRM Software for Other End Users, by Region, Through 2024
    • Table 29: North American Market for CRM Software, by Solution, Through 2024
    • Table 30: North American Market for CRM Software, by Service, Through 2024
    • Table 31: North American Market for CRM Software, by Application, Through 2024
    • Table 32: North American Market for CRM Software, by Deployment Mode, Through 2024
    • Table 33: North American Market for CRM Software, by Organization Size, Through 2024
    • Table 34: North American Market for CRM Software, by End User, Through 2024
    • Table 35: North American Market for CRM Software, by Country, Through 2024
    • Table 36: European Market for CRM Software, by Solution, Through 2024
    • Table 37: European Market for CRM Software, by Type of Service, Through 2024
    • Table 38: European Market for CRM Software, by Application, Through 2024
    • Table 39: European Market for CRM Software, by Deployment Mode, Through 2024
    • Table 40: European Market for CRM Software, by Organization Size, Through 2024
    • Table 41: European Market for CRM Software, by End User, Through 2024
    • Table 42: European Market for CRM Software, by Country/Region, Through 2024
    • Table 43: Asia-Pacific Market for CRM Software, by Solution, Through 2024
    • Table 44: Asia-Pacific Market for CRM Software, by Type of Service, Through 2024
    • Table 45: Asia-Pacific Market for CRM Software, by Application, 2018-2024
    • Table 46: Asia-Pacific Market for CRM Software, by Deployment Mode, Through 2024
    • Table 47: Asia-Pacific Market for CRM Software, by Organization Size, Through 2024
    • Table 48: Asia-Pacific Market for CRM Software, by End User, Through 2024
    • Table 49: Asia-Pacific Market for CRM Software, by Country/Region, Through 2024
    • Table 50: Middle East and African Market for CRM Software, by Solution, Through 2024
    • Table 51: Middle East and African Market for CRM Software, by Type of Service, Through 2024
    • Table 52: Middle East and African Market for CRM Software, by Application, Through 2024
    • Table 53: Middle East and African Market for CRM Software, by Deployment Mode, Through 2024
    • Table 54: Middle East and African Market for CRM Software, by Organization Size, Through 2024
    • Table 55: Middle East and African Market for CRM Software, by End User, Through 2024
    • Table 56: Middle East and African Market for CRM Software, by Region, Through 2024
    • Table 57: Latin American Market for CRM Software, by Solution, Through 2024
    • Table 58: Latin American Market for CRM Software, by Type of Service, Through 2024
    • Table 59: Latin American Market for CRM Software, by Application, Through 2024
    • Table 60: Latin American Market for CRM Software, by Deployment Mode, Through 2024
    • Table 61: Latin American Market for CRM Software, by Organization Size, Through 2024
    • Table 62: Latin American Market for CRM Software, by End User, Through 2024
    • Table 63: Latin America Market for CRM Software, by Country, Through 2024
    • Table 64: Key Strategies Used by Companies in the Global CRM Software Market, January 2017 to March 2020
    • Table 65: Adobe Inc.: Net Revenue, 2017-2019
    • Table 66: Adobe Inc.: Key Developments
    • Table 67: Creatio: Net Revenue, 2019
    • Table 68: Creatio: Key Developments
    • Table 69: HubSpot Inc.: Net Revenue, 2016-2018
    • Table 70: HubSpot Inc.: Key Developments
    • Table 71: Infor: Net Revenue, 2017-2019
    • Table 72: Infor: Key Developments
    • Table 73: Microsoft Corp.: Net Revenue, 2017-2019
    • Table 74: Microsoft Corp.: Key Developments
    • Table 75: Nice Systems Ltd.: Net Revenue, 2016-2018
    • Table 76: Oracle Corp.: Net Revenue, 2017-2019
    • Table 77: Oracle Corp.: Key Developments
    • Table 78: Pegasystems Inc.: Net Revenue, 2016-2018
    • Table 79: Pegasystems Inc.: Key Developments
    • Table 80: Sage Group: Net Revenue, 2017-2019
    • Table 81: Sage Group: Key Developments
    • Table 82: Salesforce.com: Net Revenue, 2017-2019
    • Table 83: Salesforce.com: Key Developments
    • Table 84: SAP: Net Revenue, 2016-2018
    • Table 85: SAP: Key Developments
    • Table 86: ServiceNow Inc.: Net Revenue, 2017-2019
    • Table 87: ServiceNow Inc.: Key Developments
    • Table 88: SugarCRM: Net Revenue, 2019
    • Table 89: SugarCRM: Key Developments
    • Table 90: Verint Systems Inc.: Net Revenue, 2017-2019
    • Table 91: Verint Systems Inc.: Key Developments
    • Table 92: Zendesk Inc.: Net Revenue, 2017-2019
    • Table 93: Zendesk Inc.: Key Developments
    • Table 94: Zoho Corp.: Net Revenue, 2019
    • Table 95: Zoho Corp.: Key Developments
    • Table 96: List of Acronyms

List of Figures

  • Summary Figure: Global Market Share for CRM Software, by Region, 2019
    • Figure 1: Components of CRM
    • Figure 2: Market Dynamics of the CRM Software Market
    • Figure 3: CRM Software Programs
    • Figure 4: CRM Software Marketing Tools
    • Figure 5: Sales Quotas of Companies Using CRM and Without Using Mobile CRM
    • Figure 6: Cloud Based CRM Adoption 2008 Vs 2019
    • Figure 7: CRM Software Market Trends
    • Figure 8: Social CRM Use Cases for Marketing
    • Figure 9: Social CRM Use Cases for Customer Service
    • Figure 10: Social CRM Use Cases for Sales
    • Figure 11: Global Market for CRM Software, by Solution, 2018-2024
    • Figure 12: Global Market for CRM Software, by Application, 2018-2024
    • Figure 13: Global Market for CRM Software, by Deployment Mode, 2018-2024
    • Figure 14: Global Market for CRM Software, by Organization Size, 2018-2024
    • Figure 15: Global Market for CRM Software, by End User, 2018-2024
    • Figure 16: Global Market for CRM Software, by Region
    • Figure 17: Global Market for CRM Software, by Region, 2019 and 2024
    • Figure 18: Global Market Shares for CRM Software, by Vendor, 2018
    • Figure 19: Adobe Inc.: Sales Shares, by Business Segment, 2019
    • Figure 20: HubSpot Inc.: Sales Shares, by Business Segment, 2018
    • Figure 21: Infor: Sales Shares, by Business Segment, 2019
    • Figure 22: Microsoft Corp.: Sales Shares, by Business Segment, 2019
    • Figure 23: Nice Systems Ltd.: Sales Shares, by Business Segment, 2018
    • Figure 24: Oracle Corp.: Sales Shares, by Business Segment, 2019
    • Figure 25: Pegasystems Inc.: Sales Shares, by Business Segment, 2018
    • Figure 26: Sage Group: Sales Shares, by Business Segment, 2019
    • Figure 27: Salesforce.com: Sales Shares, by Business Segment, 2019
    • Figure 28: SAP: Sales Shares, by Business Segment, 2018
    • Figure 29: ServiceNow Inc.: Sales Shares, by Business Segment, 2019
    • Figure 30: Verint Systems Inc.: Sales Shares, by Business Segment, 2019
    • Figure 31: Zendesk Inc.: Sales Shares, by Business Segment, 2019