NEWS: 公告在東京證券交易所JASDAQ標準市場新上市

市場調查報告書

全球顧客經營關係管理市場規模調查:各解決方案,各部署,各企業規模,各最終用途,各地區預測(2021∼2027年)

Global Customer Relationship Management Market Size study, by Solution, by Deployment, by Enterprise Size, by End Use, and Regional Forecasts 2021-2027

出版商 Bizwit Research & Consulting LLP 商品編碼 1007749
出版日期 內容資訊 英文
商品交期: 2-3個工作天內
價格
全球顧客經營關係管理市場規模調查:各解決方案,各部署,各企業規模,各最終用途,各地區預測(2021∼2027年) Global Customer Relationship Management Market Size study, by Solution, by Deployment, by Enterprise Size, by End Use, and Regional Forecasts 2021-2027
出版日期: 2021年05月07日內容資訊: 英文
簡介

全球顧客經營關係管理的市場規模,2020年約420億美金。該市場,預計從2021年到2027年的預測期間以9.5%以上健全成長率擴大。

客戶關係管理是一種用於管理企業或公司與客戶和潛在客戶的關係和溝通的技術。以集中方式存儲客戶和潛在客戶的聯繫訊息、識別銷售機會、記錄服務問題並管理行銷活動。該系統可幫助公司與客戶保持聯繫、簡化流程、識別和分類潛在客戶、提供更好的客戶支援,增加現有客戶的推薦並提高整體盈利能力。由於上述功能,BFSI、零售等各種最終用途行業對CRM的需求不斷成長,推動客戶關係管理市場的發展。

本報告提供全球顧客經營關係管理市場相關調查,市場概要,以及各解決方案,各部署,各企業規模,各最終用途,各地區的趨勢,及加入此市場的主要企業簡介等資訊。

目錄

第1章 摘要整理

第2章 全球顧客經營關係管理市場定義和範圍

第3章 全球顧客經營關係管理市場動態

  • 顧客經營關係管理市場影響分析(2019∼2027年)

第4章 全球顧客經營關係管理市場產業分析

  • 波特的5力模式
  • PEST分析
  • 投資採用模式
  • 分析師的推薦事項與結論

第5章 全球顧客經營關係管理市場,各解決方案

  • 市場概述
  • 全球顧客經營關係管理市場,各解決方案:效能 - 潛力分析
  • 全球顧客經營關係管理市場預算與預測,各解決方案:2018∼2027年 (10億美元)
  • 顧客經營關係管理市場,子區隔分析
    • 客戶服務
    • 客戶經驗管理
    • CRM分析
    • 行銷自動化
    • 銷售自動化
    • 社群媒體監測
    • 其他

第6章 全球顧客經營關係管理市場,各部署

  • 市場概述
  • 全球顧客經營關係管理市場,各部署:效能 - 潛力分析
  • 全球顧客經營關係管理市場預算與預測,各部署:2018∼2027年 (10億美元)
  • 顧客經營關係管理市場,子區隔分析
    • 內部部署
    • 雲端

第7章 全球顧客經營關係管理市場,各企業規模

  • 市場概述
  • 全球顧客經營關係管理市場,各企業規模:效能 - 潛力分析
  • 全球顧客經營關係管理市場預算與預測,各企業規模:2018∼2027年 (10億美元)
  • 顧客經營關係管理市場,子區隔分析
    • 大企業
    • 中小企業

第8章 全球顧客經營關係管理市場,各最終用途

  • 市場概述
  • 全球顧客經營關係管理市場,各最終用途:效能 - 潛力分析
  • 全球顧客經營關係管理市場預算與預測,各最終用途:2018∼2027年 (10億美元)
  • 顧客經營關係管理市場,子區隔分析
    • BFSI
    • 零售
    • 醫療保健
    • IT &電信
    • 分離式製造
    • 政府與教育
    • 其他

第9章 全球顧客經營關係管理市場,地區分析

  • 地區市場概述
  • 北美
    • 美國
    • 加拿大
  • 歐洲的概述
    • 英國
    • 德國
    • 法國
    • 西班牙
    • 義大利
    • 其他
  • 亞太地區概述
    • 中國
    • 印度
    • 日本
    • 澳洲
    • 韓國
    • 其他
  • 南美的概述
    • 巴西
    • 墨西哥
  • 其他

第10章 競爭資訊

  • 最高市場策略
  • 企業簡介
    • Salesforce.com, Inc.
    • Microsoft Corporation
    • SAP SE
    • Oracle Corporation
    • ADOBE INC.
    • SugarCRM Inc.
    • Zoho Corporation Pvt. Ltd
    • Copper CRM, Inc.
    • Insightly, Inc
    • Creatio

第11章 調查流程

目錄

Global Customer Relationship Management Market is valued approximately USD 42 billion in 2020 and is anticipated to grow with a healthy growth rate of more than 9.5% over the forecast period 2021-2027. Customer relationship management is a technology for managing businesses or firm's relationships and communications with customers and potential clients. It stores customer and prospect contact information, identify sales opportunities, record service issues, and manage marketing campaigns in a centralized manner. The system helps companies stay connected to customers, streamline processes, identify and categorize leads, offer better customer support, increase referrals from existing customers and improve overall profitability. The rising demand for CRM from various end-use industries such as BFSI, retail etc. because of the aforementioned features are driving the Customer Relationship Management market. The rise in adoption of digital channel for customer engagement after pandemic has helped in propelling the market further. According to UNCTAD, businesses and consumers adopted for digital trade in an accelerated manner, raising e-commerce's share in retail trade from 14% in 2019 to about 17% in 2020 globally. World Bank study reported growth in digital transaction numbers and volumes of 13 percent and 11 percent, respectively in 2020 as compared to previous year. The acceleration in digital retail and BFSI sector will enable the growth of Customer relationship management market since customer retention and personalized services will be the priority of every business after COVID-19. The issue associated with security and privacy of customer's as well as company's private data may act as a restraint for its growth. However, recent developments in cloud-based CRM offerings such as SaaS, PaaS and IaaS acts as an opportunity for Customer Relationship Management Market in subsequent decade.

Key regions such as Asia Pacific, North America, Europe, Latin America and Rest of the World are analysed to provide a holistic picture of Customer Relationship Management Market. Due to high growth rate of end-use industries adopting CRM as well as higher per capita income, North America is the significant region across the world in terms of market share. Whereas, Asia-Pacific is expected to exhibit highest growth rate for the forecast period 2021-2027 owing to the growing demand for better customer services and management services from businesses, particularly in retail, healthcare and IT sector. Rising disposable income and government push for digital adoption will also boost growth in this region.

Major market player included in this report are:

Salesforce.com, Inc.

Microsoft Corporation

SAP SE

Oracle Corporation

ADOBE INC.

SugarCRM Inc.

Zoho Corporation Pvt. Ltd

Copper CRM, Inc.

Insightly, Inc

Creatio

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Solution:

Customer Service

Customer Experience Management

CRM Analytics

Marketing Automation

Salesforce Automation

Social Media Monitoring

Others

By Deployment:

On-premise

Cloud

By Enterprise Size:

Large Enterprises

Small & Medium Enterprise

By End-Use:

BFSI

Retail

Healthcare

IT & Telecom

Discrete Manufacturing

Government & Education

Others

By Region:

North America

U.S.

Canada

Europe

UK

Germany

France

Spain

Italy

ROE

Asia Pacific

China

India

Japan

Australia

South Korea

RoAPAC

Latin America

Brazil

Mexico

Rest of the World

Furthermore, years considered for the study are as follows:

Historical year - 2018, 2019

Base year - 2020

Forecast period - 2021 to 2027

Target Audience of the Global Customer Relationship Management Market in Market Study:

Key Consulting Companies & Advisors

Large, medium-sized, and small enterprises

Venture capitalists

Value-Added Resellers (VARs)

Third-party knowledge providers

Investment bankers

Investors

Table of Contents

Chapter 1. Executive Summary

  • 1.1. Market Snapshot
  • 1.2. Global & Segmental Market Estimates & Forecasts, 2019-2027 (USD Billion)
    • 1.2.1. Customer Relationship Management Market, by Solution, 2019-2027 (USD Billion)
    • 1.2.2. Customer Relationship Management Market, by Deployment, 2019-2027 (USD Billion)
    • 1.2.3. Customer Relationship Management Market, by Enterprise Size, 2019-2027 (USD Billion)
    • 1.2.4. Customer Relationship Management Market, by End-Use, 2019-2027 (USD Billion)
    • 1.2.5. Customer Relationship Management Market, by, 2019-2027 (USD Billion)
    • 1.2.6. Customer Relationship Management Market, by, 2019-2027 (USD Billion)
  • 1.3. Key Trends
  • 1.4. Estimation Methodology
  • 1.5. Research Assumption

Chapter 2. Global Customer Relationship Management Market Definition and Scope

  • 2.1. Objective of the Study
  • 2.2. Market Definition & Scope
    • 2.2.1. Scope of the Study
    • 2.2.2. Industry Evolution
  • 2.3. Years Considered for the Study
  • 2.4. Currency Conversion Rates

Chapter 3. Global Customer Relationship Management Market Dynamics

  • 3.1. Customer Relationship Management Market Impact Analysis (2019-2027)
    • 3.1.1. Market Drivers
      • 3.1.1.1. Increase demand for CRM from end-use industries
      • 3.1.1.2. Digital adoption by firms after COVID-19 pandemic
    • 3.1.2. Market Challenges
      • 3.1.2.1. Data privacy and security issues on cloud CRM
    • 3.1.3. Market Opportunities
      • 3.1.3.1. Developments in cloud CRM as SaaS, PaaS and IaaS

Chapter 4. Global Customer Relationship Management Market Industry Analysis

  • 4.1. Porter's 5 Force Model
    • 4.1.1. Bargaining Power of Suppliers
    • 4.1.2. Bargaining Power of Buyers
    • 4.1.3. Threat of New Entrants
    • 4.1.4. Threat of Substitutes
    • 4.1.5. Competitive Rivalry
    • 4.1.6. Futuristic Approach to Porter's 5 Force Model (2018-2027)
  • 4.2. PEST Analysis
    • 4.2.1. Political
    • 4.2.2. Economical
    • 4.2.3. Social
    • 4.2.4. Technological
  • 4.3. Investment Adoption Model
  • 4.4. Analyst Recommendation & Conclusion

Chapter 5. Global Customer Relationship Management Market, by Solution

  • 5.1. Market Snapshot
  • 5.2. Global Customer Relationship Management Market by Solution, Performance - Potential Analysis
  • 5.3. Global Customer Relationship Management Market Estimates & Forecasts by Solution 2018-2027 (USD Billion)
  • 5.4. Customer Relationship Management Market, Sub Segment Analysis
    • 5.4.1. Customer Service
    • 5.4.2. Customer Experience Management
    • 5.4.3. CRM Analytics
    • 5.4.4. Marketing Automation
    • 5.4.5. Salesforce Automation
    • 5.4.6. Social Media Monitoring
    • 5.4.7. Others

Chapter 6. Global Customer Relationship Management Market, by Deployment

  • 6.1. Market Snapshot
  • 6.2. Global Customer Relationship Management Market by Deployment, Performance - Potential Analysis
  • 6.3. Global Customer Relationship Management Market Estimates & Forecasts by Deployment 2018-2027 (USD Billion)
  • 6.4. Customer Relationship Management Market, Sub Segment Analysis
    • 6.4.1. On-premise
    • 6.4.2. Cloud

Chapter 7. Global Customer Relationship Management Market, by Enterprise Size

  • 7.1. Market Snapshot
  • 7.2. Global Customer Relationship Management Market by Enterprise Size, Performance - Potential Analysis
  • 7.3. Global Customer Relationship Management Market Estimates & Forecasts by Enterprise Size 2018-2027 (USD Billion)
  • 7.4. Customer Relationship Management Market, Sub Segment Analysis
    • 7.4.1. Large Enterprises
    • 7.4.2. Small & Medium Enterprise

Chapter 8. Global Customer Relationship Management Market, by End-Use

  • 8.1. Market Snapshot
  • 8.2. Global Customer Relationship Management Market by End-Use, Performance - Potential Analysis
  • 8.3. Global Customer Relationship Management Market Estimates & Forecasts by End-Use 2018-2027 (USD Billion)
  • 8.4. Customer Relationship Management Market, Sub Segment Analysis
    • 8.4.1. BFSI
    • 8.4.2. Retail
    • 8.4.3. Healthcare
    • 8.4.4. IT & Telecom
    • 8.4.5. Discrete Manufacturing
    • 8.4.6. Government & Education
    • 8.4.7. Others

Chapter 9. Global Customer Relationship Management Market, Regional Analysis

  • 9.1. Customer Relationship Management Market, Regional Market Snapshot
  • 9.2. North America Customer Relationship Management Market
    • 9.2.1. U.S. Customer Relationship Management Market
      • 9.2.1.1. Solution breakdown estimates & forecasts, 2018-2027
      • 9.2.1.2. Deployment breakdown estimates & forecasts, 2018-2027
      • 9.2.1.3. Enterprise Size breakdown estimates & forecasts, 2018-2027
      • 9.2.1.4. End-Use breakdown estimates & forecasts, 2018-2027
    • 9.2.2. Canada Customer Relationship Management Market
  • 9.3. Europe Customer Relationship Management Market Snapshot
    • 9.3.1. U.K. Customer Relationship Management Market
    • 9.3.2. Germany Customer Relationship Management Market
    • 9.3.3. France Customer Relationship Management Market
    • 9.3.4. Spain Customer Relationship Management Market
    • 9.3.5. Italy Customer Relationship Management Market
    • 9.3.6. Rest of Europe Customer Relationship Management Market
  • 9.4. Asia-Pacific Customer Relationship Management Market Snapshot
    • 9.4.1. China Customer Relationship Management Market
    • 9.4.2. India Customer Relationship Management Market
    • 9.4.3. Japan Customer Relationship Management Market
    • 9.4.4. Australia Customer Relationship Management Market
    • 9.4.5. South Korea Customer Relationship Management Market
    • 9.4.6. Rest of Asia Pacific Customer Relationship Management Market
  • 9.5. Latin America Customer Relationship Management Market Snapshot
    • 9.5.1. Brazil Customer Relationship Management Market
    • 9.5.2. Mexico Customer Relationship Management Market
  • 9.6. Rest of The World Customer Relationship Management Market

Chapter 10. Competitive Intelligence

  • 10.1. Top Market Strategies
  • 10.2. Company Profiles
    • 10.2.1. Salesforce.com, Inc.
      • 10.2.1.1. Key Information
      • 10.2.1.2. Overview
      • 10.2.1.3. Financial (Subject to Data Availability)
      • 10.2.1.4. Product Summary
      • 10.2.1.5. Recent Developments
    • 10.2.2. Microsoft Corporation
    • 10.2.3. SAP SE
    • 10.2.4. Oracle Corporation
    • 10.2.5. ADOBE INC.
    • 10.2.6. SugarCRM Inc.
    • 10.2.7. Zoho Corporation Pvt. Ltd
    • 10.2.8. Copper CRM, Inc.
    • 10.2.9. Insightly, Inc
    • 10.2.10. Creatio

Chapter 11. Research Process

  • 11.1. Research Process
    • 11.1.1. Data Mining
    • 11.1.2. Analysis
    • 11.1.3. Market Estimation
    • 11.1.4. Validation
    • 11.1.5. Publishing
  • 11.2. Research Attributes
  • 11.3. Research Assumption

LIST OF TABLES

  • TABLE 1. Global Customer Relationship Management Market, report scope
  • TABLE 2. Global Customer Relationship Management Market estimates & forecasts by Region 2018-2027 (USD Billion)
  • TABLE 3. Global Customer Relationship Management Market estimates & forecasts by Solution 2018-2027 (USD Billion)
  • TABLE 4. Global Customer Relationship Management Market estimates & forecasts by Deployment 2018-2027 (USD Billion)
  • TABLE 5. Global Customer Relationship Management Market estimates & forecasts by Enterprise Size 2018-2027 (USD Billion)
  • TABLE 6. Global Customer Relationship Management Market estimates & forecasts by End-Use 2018-2027 (USD Billion)
  • TABLE 7. Global Customer Relationship Management Market by segment, estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 8. Global Customer Relationship Management Market by region, estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 9. Global Customer Relationship Management Market by segment, estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 10. Global Customer Relationship Management Market by region, estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 11. Global Customer Relationship Management Market by segment, estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 12. Global Customer Relationship Management Market by region, estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 13. Global Customer Relationship Management Market by segment, estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 14. Global Customer Relationship Management Market by region, estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 15. Global Customer Relationship Management Market by segment, estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 16. Global Customer Relationship Management Market by region, estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 17. U.S. Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 18. U.S. Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 19. U.S. Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 20. Canada Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 21. Canada Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 22. Canada Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 23. UK Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 24. UK Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 25. UK Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 26. Germany Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 27. Germany Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 28. Germany Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 29. RoE Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 30. RoE Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 31. RoE Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 32. China Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 33. China Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 34. China Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 35. India Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 36. India Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 37. India Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 38. Japan Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 39. Japan Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 40. Japan Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 41. RoAPAC Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 42. RoAPAC Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 43. RoAPAC Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 44. Brazil Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 45. Brazil Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 46. Brazil Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 47. Mexico Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 48. Mexico Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 49. Mexico Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 50. RoLA Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 51. RoLA Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 52. RoLA Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 53. Row Customer Relationship Management Market estimates & forecasts, 2018-2027 (USD Billion)
  • TABLE 54. Row Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 55. Row Customer Relationship Management Market estimates & forecasts by segment 2018-2027 (USD Billion)
  • TABLE 56. List of secondary sources, used in the study of global Customer Relationship Management Market
  • TABLE 57. List of primary sources, used in the study of global Customer Relationship Management Market
  • TABLE 58. Years considered for the study
  • TABLE 59. Exchange rates considered

LIST OF FIGURES

List of figures

  • FIG 1. Global Customer Relationship Management Market, research methodology
  • FIG 2. Global Customer Relationship Management Market, market estimation techniques
  • FIG 3. Global market size estimates & forecast methods
  • FIG 4. Global Customer Relationship Management Market, key trends 2020
  • FIG 5. Global Customer Relationship Management Market, growth prospects 2021-2027
  • FIG 6. Global Customer Relationship Management Market, porters 5 force model
  • FIG 7. Global Customer Relationship Management Market, pest analysis
  • FIG 8. Global Customer Relationship Management Market, value chain analysis
  • FIG 9. Global Customer Relationship Management Market by segment, 2018 & 2027 (USD Billion)
  • FIG 10. Global Customer Relationship Management Market by segment, 2018 & 2027 (USD Billion)
  • FIG 11. Global Customer Relationship Management Market by segment, 2018 & 2027 (USD Billion)
  • FIG 12. Global Customer Relationship Management Market by segment, 2018 & 2027 (USD Billion)
  • FIG 13. Global Customer Relationship Management Market by segment, 2018 & 2027 (USD Billion)
  • FIG 14. Global Customer Relationship Management Market, regional snapshot 2018 & 2027
  • FIG 15. North America Customer Relationship Management Market 2018 & 2027 (USD Billion)
  • FIG 16. Europe Customer Relationship Management Market 2018 & 2027 (USD Billion)
  • FIG 17. Asia pacific Customer Relationship Management Market 2018 & 2027 (USD Billion)
  • FIG 18. Latin America Customer Relationship Management Market 2018 & 2027 (USD Billion)
  • FIG 19. Global Customer Relationship Management Market, company market share analysis (2020)