Global CRM Application Software Market Size Was Worth USD 41.93 Billion in 2019 and Is Projected to Grow to USD 96.39 Billion by 2027

Global CRM Application Software Market Size Was Worth USD 41.93 Billion in 2019 and Is Projected to Grow to USD 96.39 Billion by 2027

Octomber 04, 2021, New York, USA - CRM Application Software: Introduction

Customer relationship management (CRM) software is enterprise-level software that incorporates a wide variety of applications and also software that assists companies in managing customer interactions as well as support and data in automatizing marketing and sales, as well as accessing and managing important information about business operations regarding suppliers, partners as well as employees.

The market for CRM software today offers a wealth of business opportunities and benefits, offering valuable insight into customers' needs and enhancing efficiency in operations.

The Global CRM Application Software Market Forecast:

The market for customer relationship management development is driven by the rise in the use of new advanced technology in various businesses as well as a rising demand to set a new level of customers' engagement and sustainability and the marketing of products. Furthermore, the growing demands for customer satisfaction and simplifying the process of creating orders for customers and delivery systems to improve the satisfaction of customers and their longevity will increase the usage of software for managing customer relationships across the entire organization.

A CRM system will provide a complete picture of the behaviour of customers to the business. The project manager will be able to view all of the information in one central location. It has a custom dashboard that lets you know the previous relationship of a client with the company and the state of their orders and any outstanding customer service problems, and more.

The size of the CRM market was $41.93 billion in 2019 and is predicted to rise to $96.39 billion in 2027. This is expected to grow at an annual growth rate of 11.1 percent from 2020 until 2027.

In 2019, the software segment dominated the overall market for customer relationship management share. It is predicted to continue this trend throughout the forecast time. This is due to the growing use of CRM software by companies to achieve strategic advantages and competitive edge, and a high level of customer retention in comparison to their rivals.

Additionally, it assists the industry sector to reach new customers quickly and keep their interest for a long period of time, which drives the development of this market. But, the service sector is predicted to see the most growth since the service component of the market for customer relationship management helps to ensure effective collaboration between software providers and the users of CRM software through providing solutions such as implementation, training, consultancy and managed services. The implementation of these software improves the customer satisfaction of various industries like BFSI, IT & telecommunication and healthcare. It enhances the value of existing customers by maximizing their requirements and reduces the costs associated with running. This will further increase the demand for the services needed to manage the software effectively.

The Key Market Segmentation of the Global CRM Application Software Market: 

Global CRM Application Software Market can be divided into Component, Deployment Mode, Organisational Size, Application, Industry Vertical and Geographical landscapes, etc. 

CRM Application Software Market Segmentation By Component:


CRM Application Software Market Segmentation By Application:

Customer Service

Customer Experience Management

CRM Analytics

Marketing Automation

Salesforce Automation


CRM Application Software Market Segmentation By Deployment Mode:




CRM Application Software Market Segmentation By Organisational Size:

Large scale 

Small and medium scale  

CRM Application Software Market Segmentation By Industry Vertical:



Energy & Utility

IT & Telecommunication

Retail & E-commerce


Government & Defense 

Media & Entertainment


CRM Application Software Market Segmentation By Geographical Landscape:

North America


Asia Pacific

South America

Middle East and Africa

Major Key Players in the Global CRM Application Software Market Are:

Insightly, Inc.

Microsoft Corporation

Oracle Corporation


Netsuite Inc.

Sage Group plc 


Zoho Corporation Pvt. Ltd

com, Inc.


The Covid-19 Impact Analysis:

After COVID-19, the world's market for CRM software is projected to grow by $46.03 billion by 2020 and then reach $96.39 billion in 2027 at a compound annual growth rate of 11.1%. The CRM market is predicted to grow in the coming years due to an increase in the demand for companies to review their CRM system in order in order to adjust to the changing environment of their businesses.

The companies are taking advantage of advanced capabilities in intelligent customer relationship management systems and customer engagement in the event of an epidemic. These capabilities are connected to massive data analytics as well as machine learning algorithms. A variety of customer behaviour monitoring systems includes phone calls, emails as well as customer feedback and chatbots that help address and determine specific customer needs.

on the other hand, the introduction of software for managing customer relationships during the pandemic by major players to assist organizations in increasing their customer interaction and decrease marketing costs drives the market growth. Working from home is now a necessity, while social distancing is an essential requirement to stop the spreading of disease. It can also impact communication with customers. Many CRM applications have the ability to handle connections with customers and with those working in sales. The data stored on the CRM database can be accessed by several users simultaneously. This helps to avoid misleading communications from several sales officials.

CRM software can provide options like chat and email support to answer customer questions and concerns. This allows you to remain in contact to the customer even in this difficult situation. CRM software provides tools and features that help organize tasks and enhance efficiency. The CRM automation system sorts data into the correct place with the highest accuracy. The features of CRM software help to expand the market across the globe.

The Global CRM Application Software Market Report Highlights:

In 2019, North America dominated the Global CRM Application Software Market, and It has been predicted that it will maintain its trend into the upcoming years due to the increasing adoption of new technologies such as machine learning and industrial automation. This is the shift of business towards digital transformation. North America is becoming the center of various industries like medical, IT and Telecom and utility sector and energy. These industries have an extensive customer base that is anticipated to result in a demand to implement CRM software.

Asia-Pacific is predicted to show the most growth during the forecast period for the market for customer relationship management due to the strong economic growth, as well as the continuous improvement in engagement and retention, which encourages companies to invest heavily in the customer relations management market to ensure expansion and boost efficiency.

Furthermore, other factors like the dramatic shift towards technological advancement, digitalization, cloud adoption and technological advancement in small and medium enterprises, as well as the constant modernization in sales and marketing strategies in emerging economies, are major factors in the growth of the market. Additionally, the major participants in Asia-Pacific are focused on improving their operations and improving their efficiency overall to remain on top of the market, which will offer lucrative opportunities in the market for customer relationship management over the next few years.

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