市場調查報告書
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1150326
醫療保健CRM全球市場規模,份額,行業趨勢分析報告:按部署模式,功能(銷售,客戶服務和支持,數位商務,跨CRM,營銷),用戶,地區,展望和預測2022-2028Global Healthcare CRM Market Size, Share & Industry Trends Analysis Report By Deployment Mode, By Functionality (Sales, Customer Service & Support, Digital Commerce, Cross -CRM and Marketing), By End Use, By Regional Outlook and Forecast, 2022 - 2028 |
到 2028 年,全球醫療保健 CRM 市場規模預計將達到 250 億美元,預測期內復合年增長率為 8.9%。
政府與醫護人員、患者和付款人社區的合作有望推動經濟增長。預計在預測期內,直接營銷和社會營銷的使用將會增加。實施這些技術的主要原因包括改進跨部門集成、降低成本、提高患者滿意度以及為行政人員帶來多方面的好處。
CRM 充當同步數據庫和集中平台,用於醫務人員和患者之間的溝通。當患者到診所就診時,護士可以在一個儀表板上查看所有數據,並能夠更快地響應患者的需求。此外,CRM 還提供強大的功能來自動執行常規流程,例如支付、預約安排和患者通知。
COVID-19 影響分析
COVID-19 大流行給印度帶來了增長的障礙和機遇。這場危機為印度初創企業打開了大門,其中一些企業正急於應對機遇,創造廉價、可擴展且快速的解決方案。此外,疫情也促使遠程醫療和居家醫療在各國興起。大流行迫使在醫療保健領域運營的公司引入先進的解決方案和系統,這有望增加對醫療保健 CRM 的市場需求。
市場增長因素
技術創新與慢性病發病率上升
為了擴展醫療保健客戶關係管理 (CRM) 行業,主要的市場進入者正在採用新技術。醫療保健客戶關係管理 (CRM) 平台採用物聯網、區塊鍊和人工智能等技術。這些技術提高了軟件的有效性和效率。正如國家慢性病預防和健康促進中心所說,十分之六的美國人患有中風、糖尿病、心髒病和癌症等慢性病。
高效的醫療服務
醫療保健中的 CRM 對於加快服務交付也必不可少。這種方法使醫生能夠快速為潛在患者提供所有相關信息。例如,可以搜索客戶數據庫以識別具有相似症狀的患者。這將大大縮短建立病例診斷的整個過程。此外,頂級醫療保健 CRM 允許用戶查看過去的患者報告。這加快了診斷過程。
市場製約因素
缺乏合格人員
管理醫療保健 CRM 軟件和平台需要專家。從事醫療保健 CRM 解決方案的人員必須熟悉最新的軟件、技術和信息技術設備。缺乏受過操作高級解決方案和系統以優化醫療程序的熟練專業人員。因此,許多醫療保健公司已經實施了此類解決方案,但他們的員工並不了解和熟悉醫療保健 CRM 解決方案。
功能透視
醫療保健 CRM 市場按功能細分為客戶服務和支持、數位商務、營銷、銷售和交叉 CRM。 2021 年,客戶服務和支持部門在醫療保健 CRM 市場中佔據了很大的收入份額。這是由於市場上存在多種 CRM 系統以及市場進入者的行為。例如,Pega for Healthcare & Life Sciences 是一個面向醫療保健付款人、提供者、藥房福利管理者和生命科學合作夥伴的參與、有效性和自助服務平台。
導入模式展望
醫療保健 CRM 市場根據部署類型分為本地和雲端。 2021 年,雲部分在醫療保健市場的 CRM 中佔據了最高的收入份額。該領域包括幫助管理第三方供應商按需託管的數據的解決方案,具有擴展潛力等。雲技術接受度的提高、醫療保健行業數位化程度的提高、重要公司的舉措等是推動這一領域增長的主要原因。
最終用戶展望
醫療保健 CRM 市場按最終用戶細分為醫療保健提供者、醫療保健支付者和生命科學。醫療保健提供商部分在 2021 年獲得了醫療保健 CRM 市場的最高收入份額。這是由於世界各國的醫院和診所數量不斷增加。它還建立了先進的醫療設施,因為許多政府投資於醫療保健部門。預計這將進一步增加市場對創新系統和解決方案的機會和需求。
區域展望
按地區劃分,對北美、歐洲、亞太地區和 LAMEA 的醫療保健 CRM 市場進行了分析。到 2021 年,北美將成為醫療保健 CRM 市場中收入份額最高的領先地區。這是該地區出色的網絡和 IT 發展的結果。 《患者保護和平價醫療法案》(2010) 的採用以及 Health Connect 和 eHealth 等政府舉措正在推動業務增長。
收購是市場進入者採取的主要策略。根據 Cardinal 矩陣中的分析,Microsoft Corporation 是醫療保健 CRM 市場的領先先驅。 Oracle Corporation、IBM Corporation 和 Accenture PLC 等公司是醫療保健 CRM 市場的一些領先創新者。
The Global Healthcare CRM Market size is expected to reach $25 billion by 2028, rising at a market growth of 8.9% CAGR during the forecast period.
CRM particularly tailored for the healthcare business. Healthcare CRMs integrate many data sources to give an all-encompassing view of patient habits and activities. A healthcare CRM system's main goal is to interact, recruit, and retain patients. The expansion of the healthcare CRM market is anticipated to be driven by an increase in demand from patients for simple access to therapies through virtual patient care and technical advancements in rebuilding healthcare databases.
In addition, patients' increasing need for early therapy with home care, digital care, portable surveillance, and illness monitoring devices promotes the expansion of the market for healthcare CRM. There is an increase in the number of chronic conditions, like diabetes and cancer, that require rapid medical support and treatment and are predicted to increase the demand for healthcare goods.
Government partnership with communities of providers, patients, and payers is anticipated to stimulate economic expansion. The usage of direct targeted marketing or social marketing is anticipated to increase throughout the forecast period. Several of the major and reasons for the implementation of these technologies include improved departmental integration, decreased costs, higher patient satisfaction, and multifaceted administrative staff advantages.
A CRM acts as a synchronized database and centralized platform for medical staff and patient communication. When patients visit a clinic, nurses may view all of their data on a single dashboard, allowing them to respond to their needs more quickly. In addition, CRMs provide robust capabilities for automating regular processes including as payments, appointment scheduling, and patient notifications.
COVID-19 Impact Analysis
The COVID-19 pandemic has offered India with both obstacles and chances for growth. The crisis has unleashed the floodgates for Indian startups, several of which have responded to the occasion and hastened the creation of inexpensive, scalable, and rapid solutions. In addition, the pandemic is stimulating the rise of telemedicine as well as the home healthcare sector in different nations. The pandemic has compelled organizations operating in the healthcare sector to adopt advanced solutions and systems, which would escalate the demand for healthcare CRM in the market.
Market Growth Factors
Technological Innovations And Increasing Incidence Of Chronic Conditions
For the expansion of the healthcare customer relationship management (CRM) industry, the key market participants are embracing new technologies. A healthcare customer relationship management (CRM) platform employs technologies like the internet of things, blockchain, and artificial intelligence. Such technologies boost the software's effectiveness and efficiency. As stated by the National Center for Chronic Condition Prevention and Health Promotion, six out of ten Americans suffer from a chronic disease like stroke, diabetes, heart attack, or cancer.
Increasing Healthcare Delivery Efficiency
A CRM in healthcare is also essential for expediting service delivery. To use this approach, a physician may quickly provide potential patients with all pertinent information. For instance, the ability to examine client databases enables the identification of patients with comparable conditions. Due to this, the total process of establishing a diagnosis in the case should become significantly quicker. In addition, the top healthcare CRM allows users to examine historical patient reports. This expedites the diagnostic process.
Market Restraining Factors
Shortage Of Qualified Personnel
Professionals are required for the operation and management of healthcare CRM software and platforms. People working on healthcare CRM solutions must be familiar with the most recent software, technologies, and information technology instruments. There is a lack of skilled professionals who are trained for operating the advanced solutions and systems to optimize the healthcare procedures. Along with that, many healthcare organizations are increasingly adopting such solutions, however, their workforce is not fully aware and well-versed with healthcare CRM solutions.
Functionality Outlook
Based on functionality, the healthcare CRM market is segmented into Customer Service and Support, Digital Commerce, Marketing, Sales and Cross -CRM. Customer Service and Support segment recorded a significant revenue share in the healthcare CRM market in 2021. This is due to the existence of multiple CRM systems on the market and market participant actions. Pega for Healthcare & Life Sciences, for example, is a participation, effectiveness, and self-service platform for healthcare payers, providers, pharmacy benefit managers, and life science sector partners.
Deployment Mode Outlook
On the basis of deployment mode, the healthcare CRM market is classified into On-premise and Cloud. Cloud segment garnered the highest revenue share in the healthcare CRM market in 2021. The section consists of solutions that assist manage data hosted by third-party providers on an as-needed basis, including scaling possibilities. Increased acceptance of cloud technology, increased digitization in the healthcare industry, and endeavours by significant corporations are among the primary reasons driving the segment's growth.
End-Use Outlook
By End-use, the healthcare CRM market is fragmented into Healthcare Providers, Healthcare Payers and Life Sciences Industry. Healthcare Providers segment procured the highest revenue share in the healthcare CRM market in 2021. It is due to the rising number of hospitals and clinics across various nations of the world. In addition, many governments are investing in their healthcare sector and thus, establishing advanced healthcare facilities. This would further create opportunities and demand for innovative systems and solutions in the market.
Regional Outlook
Region-wise, the healthcare CRM market is analyzed across North America, Europe, Asia Pacific and LAMEA. North America emerged as the leading region with the highest revenue share in the healthcare CRM market in 2021. It is a result of the region's superior network and IT development. Adoption of the Patient Protection and Affordable Care Act (2010) and government efforts like health connect and e-health fuel business growth.
The major strategies followed by the market participants are Acquisitions. Based on the Analysis presented in the Cardinal matrix; Microsoft Corporation is the major forerunners in the Healthcare CRM Market. Companies such as Oracle Corporation, IBM Corporation and Accenture PLC are some of the key innovators in Healthcare CRM Market.
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include IBM Corporation, Microsoft Corporation, Oracle Corporation, SAP SE, Accenture PLC, Zoho Corporation Pvt. Ltd., Salesforce.com, Inc., Verint Systems, Inc., Creatio EMEA Ltd., and hc1.com Inc.
Strategies deployed in Healthcare CRM Market
Sep-2022: Creatio expanded its geographical footprint by opening a new office in Warsaw, Poland. Headquartered in Boston, MA. This expansion would strengthen the company's presence in the improving tech scene to deliver companies in the region an award-winning no-code platform for workflow automation.
Jul-2022: Salesforce Japan acquired Fujitsu Limited, a leader in medical and pharmaceutical data and computing technologies. This acquisition aimed to develop new digital solutions for the healthcare sector in the Japanese market. Integrating Salesforce's Health Cloud, a CRM system focused on patient-centric digital transformation, medical institutions would be capable to visualize the patient journey via a comprehensive integration and analysis of patient medical data.
Mar-2022: Microsoft Corp took over Nuance Communications, a leader in conversational AI and ambient intelligence across industries. This acquisition aimed to bring together Nuance's top-class conversational AI and ambient intelligence with Microsoft's secure and trusted industry cloud offerings would allow the company to boost its innovation and implement the solutions more quickly, more effortlessly, and at greater scale to solve the customers' most pressing challenges.
May-2021: IBM completed the acquisition of Waeg, a leading Salesforce Consulting Partner in Europe. This acquisition aimed to expand IBM's portfolio of Salesforce services and advance IBM's hybrid cloud and AI strategy. The acquisition would develop on IBM's continued investment in Salesforce consulting services to fulfill the growing client demand for experience-led business transformation and new customer engagement strategies supported by data, AI, and machine learning.
Nov-2020: SAP took over Emarsys, a leading omnichannel customer engagement platform provider. Improving the SAP Customer Experience portfolio with Emarsys would develop a new paradigm for the way commerce is maintained digitally as it would provide hyper-personalized, omnichannel engagements in real-time, assisting companies to ensure every engagement is relevant and impactful.
Mar-2020: Cerner Corporation joined hands with Xealth, a digital health prescribing platform. This collaboration aimed to provide health systems with new centralized digital ordering and monitoring for customers. These capabilities are developed to assist health systems to choose, operate and implement digital tools and applications along with providing clinicians access to remote monitoring and more direct engagement with patients.
Jan-2020: Accenture took over maihiro, a provider of customer experience and customer relationship management. This acquisition aimed to assist Accenture to create solutions for customers that drive innovation as well as transformation in sales, marketing, and customer service.
Nov-2018: Accenture completed the acquisition of Kaplan, a provider of data-driven customer relationship management services. This acquisition aimed to strengthen Accenture Interactive's ability to offer customers end-to-end experience transformation services in the Nordics.
Mar-2018: Cerner teamed up with Salesforce, the global leader in customer relationship management (CRM). This collaboration aimed to expand its population health, clinical, and administration portfolio with an integrated solution, which would combine Salesforce Health Cloud and Marketing Cloud with Cerner's HealtheIntent.
Jan-2018: IBM extended its partnership with Salesforce, an American cloud-based software company. This partnership aimed to bring IBM Cloud and Watson services with Salesforce Quip and Salesforce Service Cloud Einstein to allow the organization to interact with their customers and collaborate more efficiently with more insights.
Market Segments covered in the Report:
By Deployment Mode
By Functionality
By End Use
By Geography
Companies Profiled
Unique Offerings from KBV Research
List of Figures