Table of Content



Chapter 1 Methodology and Scope
1.1 Research Methodology
1.2 Research Scope and Assumptions
1.3 List of Data Sources
Chapter 2 Executive Summary
2.1 Market - Industry Snapshot & Key Buying Criteria, 2016 - 2028
2.2 Market, 2016 - 2028 (USD Million)
2.2.1 Market, by region, 2016 - 2028
2.2.2 Market, by solution, 2016 - 2028
2.2.3 Market, by deployment, 2016 - 2028
2.2.4 Market, by enterprise size, 2016 - 2028
2.2.5 Market, by end-use, 2016 - 2028
Chapter 3 Customer Relationship Management Industry Outlook
3.1 Market Segmentation & Scope
3.2 Market Size and Growth Prospects
3.3 Customer Relationship Management Market - Value Chain Analysis
3.4 Customer Relationship Management Market Dynamics
3.4.1 Market driver analysis
3.4.1.1 Increasing digitalization of enterprises across industry verticals
3.4.1.2 Penetration of cloud technology and various service models
3.4.2 Market restraint analysis
3.4.2.1 Security and privacy concerns
3.5 Customer Relationship Management Market - Company Market Share Analysis, 2020
3.6 Penetration and Growth Prospect Mapping
3.7 Customer Relationship Management Market - Porter’s Five Forces Analysis
3.8 Customer Relationship Management Market - PESTEL Analysis
3.9 Customer Relationship Management Market - COVID-19 Impact Analysis
Chapter 4 Customer Relationship Management Solution Outlook
4.1 Customer Relationship Management Market Share by Solution, 2020
4.2 Customer Service
4.2.1 Customer service CRM market, 2016 - 2028
4.3 Customer Experience Management
4.3.1 Customer experience management CRM market, 2016 - 2028
4.4 CRM Analytics
4.4.1 CRM analytics market, 2016 - 2028
4.5 Marketing Automation
4.5.1 Marketing automation CRM market, 2016 - 2028
4.6 Salesforce Automation
4.6.1 Salesforce automation CRM market, 2016 - 2028
4.7 Social Media Monitoring
4.7.1 Social media monitoring CRM market, 2016 - 2028
4.8 Others
4.8.1 Other CRM solution market, 2016 - 2028
Chapter 5 Customer Relationship Management Deployment Outlook
5.1 Customer Relationship Management Market Share By Deployment, 2020
5.2 On-premise
5.2.1 On-premise customer relationship management market, 2016 - 2028
5.3 Cloud
5.3.1 Cloud customer relationship management market, 2016 - 2028
Chapter 6 Customer Relationship Management Enterprise Size Outlook
6.1 Market Share, by Enterprise Size, 2020
6.2 Large Enterprises
6.2.1 Market in large enterprises, 2016 - 2028
6.3 Small & Medium Enterprise
6.3.1 Market in small & medium enterprise, 2016 - 2028
Chapter 7 Customer Relationship Management End-Use Outlook
7.1 Customer Relationship Management Market Share by End-Use, 2020
7.2 BFSI
7.2.1 Customer relationship management market in BFSI, 2016 - 2028
7.3 Retail
7.3.1 Customer relationship management market in retail, 2016 - 2028
7.4 Healthcare
7.4.1 Customer relationship management market in healthcare, 2016 - 2028
7.5 IT & Telecom
7.5.1 Customer relationship management market in IT & telecom, 2016 - 2028
7.6 Discrete Manufacturing
7.6.1 Customer relationship management market in discrete manufacturing, 2016 - 2028
7.7 Government & Education
7.7.1 Customer relationship management market in government & education, 2016 - 2028
7.8 Others
7.8.1 Customer relationship management market in other applications, 2016 - 2028
Chapter 8 Customer Relationship Management Regional Outlook
8.1 Market Share by Region, 2020
8.2 North America
8.2.1 Market, by solution, 2016 - 2028
8.2.2 Market, by deployment, 2016 - 2028
8.2.3 Market, by enterprise size, 2016 - 2028
8.2.4 Market, by end-use, 2016 - 2028
8.2.5 U.S.
8.2.5.1 Market, by solution, 2016 - 2028
8.2.5.2 Market, by deployment, 2016 - 2028
8.2.5.3 Market, by enterprise size, 2016 - 2028
8.2.5.4 Market, by end-use, 2016 - 2028
8.2.6 Canada
8.2.6.1 Market, by solution, 2016 - 2028
8.2.6.2 Market, by deployment, 2016 - 2028
8.2.6.3 Market, by enterprise size, 2016 - 2028
8.2.6.4 Market, by end-use, 2016 - 2028
8.3 Europe
8.3.1 Management, by solution, 2016 - 2028
8.3.2 Market, by deployment, 2016 - 2028
8.3.3 Market, by enterprise size, 2016 - 2028
8.3.4 Management, by end-use, 2016 - 2028
8.3.5 U.K.
8.3.5.1 Management, by solution, 2016 - 2028
8.3.5.2 Market, by deployment, 2016 - 2028
8.3.5.3 Market, by enterprise size, 2016 - 2028
8.3.5.4 Management, by end-use, 2016 - 2028
8.3.6 Germany
8.3.6.1 Management, by solution, 2016 - 2028
8.3.6.2 Market, by deployment, 2016 - 2028
8.3.6.3 Market, by enterprise size, 2016 - 2028
8.3.6.4 Management, by end-use, 2016 - 2028
8.3.7 France
8.3.7.1 Management, by solution, 2016 - 2028
8.3.7.2 Market, by deployment, 2016 - 2028
8.3.7.3 Market, by enterprise size, 2016 - 2028
8.3.7.4 Management, by end-use, 2016 - 2028
8.3.8 Spain
8.3.8.1 Management, by solution, 2016 - 2028
8.3.8.2 Market, by deployment, 2016 - 2028
8.3.8.3 Market, by enterprise size, 2016 - 2028
8.3.8.4 Management, by end-use, 2016 - 2028
8.4 Asia Pacific
8.4.1 Market, by solution, 2016 - 2028
8.4.2 Market, by deployment, 2016 - 2028
8.4.3 Market, by enterprise size, 2016 - 2028
8.4.4 Market, by end-use, 2016 - 2028
8.4.5 China
8.4.5.1 Market, by solution, 2016 - 2028
8.4.5.2 Market, by deployment, 2016 - 2028
8.4.5.3 Market, by enterprise size, 2016 - 2028
8.4.5.4 Market, by end-use, 2016 - 2028
8.4.6 India
8.4.6.1 Market, by solution, 2016 - 2028
8.4.6.2 Market, by deployment, 2016 - 2028
8.4.6.3 Market, by enterprise size, 2016 - 2028
8.4.6.4 Market, by end-use, 2016 - 2028
8.4.7 Japan
8.4.7.1 Market, by solution, 2016 - 2028
8.4.7.2 Market, by deployment, 2016 - 2028
8.4.7.3 Market, by enterprise size, 2016 - 2028
8.4.7.4 Market, by end-use, 2016 - 2028
8.4.8 Australia
8.4.8.1 Market, by solution, 2016 - 2028
8.4.8.2 Market, by deployment, 2016 - 2028
8.4.8.3 Market, by enterprise size, 2016 - 2028
8.4.8.4 Market, by end-use, 2016 - 2028
8.4.9 New Zealand
8.4.9.1 Market, by solution, 2016 - 2028
8.4.9.2 Market, by deployment, 2016 - 2028
8.4.9.3 Market, by enterprise size, 2016 - 2028
8.4.9.4 Market, by end-use, 2016 - 2028
8.5 South America
8.5.1 Market, by solution, 2016 - 2028
8.5.2 Market, by deployment, 2016 - 2028
8.5.3 Market, by enterprise size, 2016 - 2028
8.5.4 Market, by end-use, 2016 - 2028
8.5.5 Brazil
8.5.5.1 Market, by solution, 2016 - 2028
8.5.5.2 Market, by deployment, 2016 - 2028
8.5.5.3 Market, by enterprise size, 2016 - 2028
8.5.5.4 Market, by end-use, 2016 - 2028
8.6 MEA
8.6.1 Market, by solution, 2016 - 2028
8.6.2 Market, by deployment, 2016 - 2028
8.6.3 Market, by enterprise size, 2016 - 2028
8.6.4 Market, by end-use, 2016 - 2028
Chapter 9 Competitive Landscape
9.1 Salesforce.com, Inc.
9.1.1 Company overview
9.1.2 Financial performance
9.1.3 Product benchmarking
9.1.4 Strategic initiatives
9.2 Microsoft Corporation
9.2.1 Company overview
9.2.2 Financial performance
9.2.3 Product benchmarking
9.2.4 Strategic initiatives
9.3 SAP SE
9.3.1 Company overview
9.3.2 Financial performance
9.3.3 Product benchmarking
9.3.4 Strategic initiatives
9.4 Oracle Corporation
9.4.1 Company overview
9.4.2 Financial performance
9.4.3 Product benchmarking
9.4.4 Strategic initiatives
9.5 ADOBE INC.
9.5.1 Company overview
9.5.2 Financial performance
9.5.3 Product benchmarking
9.5.4 Strategic initiatives
9.6 SugarCRM Inc.
9.6.1 Company overview
9.6.2 Financial performance
9.6.3 Product benchmarking
9.6.4 Strategic initiatives
9.7 Zoho Corporation Pvt. Ltd
9.7.1 Company overview
9.7.2 Financial performance
9.7.3 Product benchmarking
9.7.4 Strategic initiatives
9.8 Copper CRM, Inc.
9.8.1 Company overview
9.8.2 Financial performance
9.8.3 Product benchmarking
9.8.4 Strategic initiatives
9.9 Insightly, Inc
9.9.1 Company overview
9.9.2 Financial performance
9.9.3 Product benchmarking
9.9.4 Strategic initiatives
9.10 Creatio
9.10.1 Company overview
9.10.2 Financial performance
9.10.3 Product benchmarking
9.10.4 Strategic initiatives



List of Figures

List of Figures

FIG. 1 Market segmentation and scope
FIG. 2 Customer relationship management market, 2016 - 2028 (USD Million)
FIG. 3 Customer relationship management - Value chain analysis
FIG. 4 Customer relationship management - Market dynamics
FIG. 5 Global customer relationship management market - Company ranking analysis
FIG. 6 Key opportunities prioritized
FIG. 7 Customer relationship management market - Porter’s five forces analysis
FIG. 8 Customer relationship management market - PESTEL analysis
FIG. 9 Customer relationship management market share, by solution, 2020 & 2028
FIG. 10 Customer relationship management market share, by deployment, 2020 & 2028
FIG. 11 Customer relationship management market share, by enterprise size, 2020 & 2028
FIG. 12 Customer relationship management market share, by end-use, 2020 & 2028
FIG. 13 Customer relationship management market share, by region, 2020 & 2028
FIG. 14 Regional marketplace - Key takeaways
FIG. 15 North America customer relationship management market - Key takeaways
FIG. 16 Europe customer relationship management market - Key takeaways
FIG. 17 Asia Pacific customer relationship management market - Key takeaways
FIG. 18 South America customer relationship management market - Key takeaways
FIG. 19 MEA customer relationship management market - Key takeaways

List of Tables

List of Tables

TABLE 1 Customer relationship management market - Industry snapshot & key buying criteria, 2016 - 2028
TABLE 2 Global customer relationship management market, 2016 - 2028 (USD Million)
TABLE 3 Global customer relationship management market, by region 2016 - 2028 (USD Million)
TABLE 4 Global customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 5 Global customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 6 Global customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 7 Global customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 8 Customer relationship management market - Key developments
TABLE 9 Customer relationship management - Company ranking
TABLE 10 Customer relationship management - Key market driver impact
TABLE 11 Customer relationship management - Key market restraint impact
TABLE 12 CRM customer service market, 2016 - 2028 (USD Million)
TABLE 13 CRM customer service market, by region 2016 - 2028 (USD Million)
TABLE 14 CRM customer experience management market, 2016 - 2028 (USD Million)
TABLE 15 CRM customer experience management market, by region 2016 - 2028 (USD Million)
TABLE 16 CRM analytics market, 2016 - 2028 (USD Million)
TABLE 17 CRM analytics market, by region 2016 - 2028 (USD Million)
TABLE 18 CRM marketing automation market, 2016 - 2028 (USD Million)
TABLE 19 CRM marketing automation market, by region, 2016 - 2028 (USD Million)
TABLE 20 CRM salesforce automation market, 2016 - 2028 (USD Million)
TABLE 21 CRM salesforce automation market, by region, 2016 - 2028 (USD Million)
TABLE 22 CRM social media monitoring market, 2016 - 2028 (USD Million)
TABLE 23 CRM social media monitoring market, by region, 2016 - 2028 (USD Million)
TABLE 24 Other CRM solutions market, 2016 - 2028 (USD Million)
TABLE 25 Other CRM solutions market, by region, 2016 - 2028 (USD Million)
TABLE 26 On-premise customer relationship management market, 2016 - 2028 (USD Million)
TABLE 27 On-premise customer relationship management market, by region, 2016 - 2028 (USD Million)
TABLE 28 Cloud customer relationship management market, 2016 - 2028 (USD Million)
TABLE 29 Cloud customer relationship management market, by region, 2016 - 2028 (USD Million)
TABLE 30 Customer relationship management market in large enterprises, 2016 - 2028 (USD Million)
TABLE 31 Customer relationship management market in large enterprises, by region, 2016 - 2028 (USD Million)
TABLE 32 Customer relationship management market in Small and Medium Enterprise, 2016 - 2028 (USD Million)
TABLE 33 Customer relationship management market in Small and Medium Enterprise, by region, 2016 - 2028 (USD Million)
TABLE 34 Customer relationship management market in BFSI, 2016 - 2028 (USD Million)
TABLE 35 Customer relationship management market in BFSI, by region 2016 - 2028 (USD Million)
TABLE 36 Customer relationship management market in retail, 2016 - 2028 (USD Million)
TABLE 37 Customer relationship management market in retail, by region 2016 - 2028 (USD Million)
TABLE 38 Customer relationship management market in healthcare, 2016 - 2028 (USD Million)
TABLE 39 Customer relationship management market in healthcare, by region 2016 - 2028 (USD Million)
TABLE 40 Customer relationship management market in IT & telecom, 2016 - 2028 (USD Million)
TABLE 41 Customer relationship management market in IT & telecom, by region, 2016 - 2028 (USD Million)
TABLE 42 Customer relationship management market in discrete manufacturing, 2016 - 2028 (USD Million)
TABLE 43 Customer relationship management market in discrete manufacturing, by region, 2016 - 2028 (USD Million)
TABLE 44 Customer relationship management market in government & education, 2016 - 2028 (USD Million)
TABLE 45 Customer relationship management market in government & education, by region, 2016 - 2028 (USD Million)
TABLE 46 Customer relationship management market in other applications, 2016 - 2028 (USD Million)
TABLE 47 Customer relationship management market in other applications, by region, 2016 - 2028 (USD Million)
TABLE 48 North America customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 49 North America customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 50 North America customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 51 North America customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 52 U.S. customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 53 U.S. customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 54 U.S. customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 55 U.S. customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 56 Canada customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 57 Canada customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 58 Canada customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 59 Canada customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 60 Europe customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 61 Europe customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 62 Europe customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 63 Europe customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 64 U.K. customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 65 U.K. customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 66 U.K. customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 67 U.K. customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 68 Germany customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 69 Germany customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 70 Germany customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 71 Germany customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 72 France customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 73 France customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 74 France customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 75 France customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 76 Spain customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 77 Spain customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 78 Spain customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 79 Spain customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 80 Asia Pacific customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 81 Asia Pacific customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 82 Asia Pacific customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 83 Asia Pacific customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 84 China customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 85 China customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 86 China customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 87 China customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 88 India customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 89 India customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 90 India customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 91 India customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 92 Japan customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 93 Japan customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 94 Japan customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 95 Japan customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 96 Australia customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 97 Australia customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 98 Australia customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 99 Australia customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 100 New Zealand customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 101 New Zealand customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 102 New Zealand customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 103 New Zealand customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 104 South America customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 105 South America customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 106 South America customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 107 South America customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 108 Brazil customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 109 Brazil customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 110 Brazil customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 111 Brazil customer relationship management market, by end-use, 2016 - 2028 (USD Million)
TABLE 112 MEA customer relationship management market, by solution, 2016 - 2028 (USD Million)
TABLE 113 MEA customer relationship management market, by deployment, 2016 - 2028 (USD Million)
TABLE 114 MEA customer relationship management market, by enterprise size, 2016 - 2028 (USD Million)
TABLE 115 MEA customer relationship management market, by end-use, 2016 - 2028 (USD Million)