SaaS customer relationship management (CRM) market 2023-2027: A descriptive analysis of parent market, five forces model, market dynamics, and segmentation - Technavio

NEW YORK, Jan. 9, 2023 /PRNewswire/ -- According to Technavio, the global SaaS customer relationship management (CRM) market size is estimated to grow by USD 59,426.56 million from 2022 to 2027. The market is expected to grow at a CAGR of 13.43% during the forecast period. Moreover, the growth momentum will progress. North America will account for 52% of the market's growth during the forecast period. 

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Global SaaS customer relationship management (CRM) market - Five forces
The global SaaS customer relationship management (CRM) market is fragmented, and the five forces analysis covers– 

• Bargaining power of buyers 
• The threat of new entrants
• Threat of rivalry
• Bargaining power of suppliers
• Threat of substitutes
• For interpretation of Porter's five forces model – buy the report!

Global SaaS customer relationship management (CRM) market - Parent market analysis
Technavio categorizes the global software as a service (SaaS) customer relationship management (CRM) market as a part of the global application software market within the global IT software market, which covers companies that are engaged in developing and producing application and system software. It also includes companies offering database management software. 

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Global SaaS customer relationship management (CRM) market – Customer landscape 

The report includes the market's adoption lifecycle, from the innovator's stage to the laggard's stage. It focuses on adoption rates in different regions based on penetration. Furthermore, the report also includes key purchase criteria and drivers of price sensitivity to help companies evaluate and develop their growth strategies.

Global SaaS customer relationship management (CRM) market - Segmentation assessment

Segment overview
Technavio has segmented the market based on end-user (retail, BFSI, manufacturing, telecom and IT, and others) and application (service and support, sales, marketing, and e-commerce). 

• The retail segment will contribute significantly to the market's growth during the forecast period. The adoption of SaaS CRM is increasing in the retail sector owing to the development and expansion of retail and e-commerce companies worldwide. SaaS CRM helps in creating stronger customer relations, improving productivity, and driving revenue to remain competitive in the market. These factors will drive the growth of the retail segment during the forecast period.

Geography overview
Based on geography, the global SaaS customer relationship management (CRM) market is segmented into North America, Europe, APAC, South America, and Middle East and Africa. The report provides actionable insights and estimates the contribution of all regions to the market's growth.

• North America is estimated to account for 52% of the growth of the global market during the forecast period. The demand for SaaS CRM in the region is increasing owing to factors such as the use of public cloud services by enterprises and the need to analyze customers' information. SaaS solutions are flexible, which makes them suitable for temporary or experimental workloads. In addition, the number of enterprises from industries such as BFSI, telecom and IT, healthcare, and retail is increasing, which will drive the market's growth in the region during the forecast period.

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Global SaaS customer relationship management (CRM) market – Market dynamics
Key factor driving market growth

• The focus on customer engagement is driving the SaaS customer relationship management market growth. 
• Companies are increasingly focusing on engaging customers and creating long-term associations with customers. 
• CRM helps in improving communication with customers and resolving day-to-day customer issues, thus saving enterprises' costs and time. This, in turn, improves sales and helps in brand building.
• Thus, the increasing focus on customer engagement will drive the demand for SaaS CRM, which is expected to fuel the growth of the global SaaS CRM market during the forecast period.

Leading trends influencing the market 

• The advent of big data and analytics services is a key trend in the SaaS customer relationship management market. 
• Firms are adopting analytics services to transform unstructured data into structured data to gain meaningful insights. Analytical tools help numerous industries, such as BFSI, retail, telecommunications, and healthcare, to make critical decisions at organizational levels for improving customer service.
• Advanced analytical tools such as predictive analytics are used to understand the patterns related to business and consumer behavior.
• Hence, the above-mentioned factors are expected to support the growth of the global SaaS CRM market during the forecast period.

Major challenges hindering the market growth

• The availability of free and open-source CRM software is challenging the SaaS customer relationship management market growth.
• The adoption of free and open-source CRM software has increased, especially among enterprises with a low IT budget.
• Open-source CRM has the same functionalities as that of commercial SaaS CRM but comes for free or at a very low cost.
• This enables SMEs to adapt and customize software licenses and subscriptions based on their business model.
• Hence, the above-mentioned factors may impede the growth of the global SaaS CRM market during the forecast period.

Drivers, trends, and challenges have an impact on market dynamics, which can impact businesses. Find some insights from a sample report!

What are the key data covered in this SaaS customer relationship management (CRM) market report?

• CAGR of the market during the forecast period
• Detailed information on factors that will drive the growth of the SaaS customer relationship management (CRM) market between 2023 and 2027
• Precise estimation of the size of the SaaS customer relationship management (CRM) market and its contribution to the parent market
• Accurate predictions about upcoming trends and changes in consumer behavior
• Growth of the SaaS customer relationship management (CRM) market across North America, Europe, APAC, South America, and Middle East and Africa
• A thorough analysis of the market's competitive landscape and detailed information about vendors
• Comprehensive analysis of factors that will challenge the growth of SaaS customer relationship management (CRM) market vendors

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Table of contents

1 Executive Summary

• 1.1 Market overview
• Exhibit 01: Executive Summary – Chart on Market Overview
• Exhibit 02: Executive Summary – Data Table on Market Overview
• Exhibit 03: Executive Summary – Chart on Global Market Characteristics
• Exhibit 04: Executive Summary – Chart on Market by Geography
• Exhibit 05: Executive Summary – Chart on Market Segmentation by End-user
• Exhibit 06: Executive Summary – Chart on Market Segmentation by Application
• Exhibit 07: Executive Summary – Chart on Incremental Growth
• Exhibit 08: Executive Summary – Data Table on Incremental Growth
• Exhibit 09: Executive Summary – Chart on Vendor Market Positioning

2 Market Landscape

• 2.1 Market ecosystem
• Exhibit 10: Parent market
• Exhibit 11: Market Characteristics

3 Market Sizing

• 3.1 Market definition
• Exhibit 12: Offerings of vendors included in the market definition

• 3.2 Market segment analysis 
• Exhibit 13: Market segments

• 3.3 Market size 2022

• 3.4 Market outlook: Forecast for 2022-2027 
• Exhibit 14: Chart on Global - Market size and forecast 2022-2027 ($ million)
• Exhibit 15: Data Table on Global - Market size and forecast 2022-2027 ($ million)
• Exhibit 16: Chart on Global Market: Year-over-year growth 2022-2027 (%)
• Exhibit 17: Data Table on Global Market: Year-over-year growth 2022-2027 (%)

4 Historic Market Size

• 4.1 Global SaaS Customer Relationship Management (CRM) Market 2017 - 2021 
• Exhibit 18: Historic Market Size – Data Table on Global SaaS Customer Relationship Management (CRM) Market 2017 - 2021 ($ million)

• 4.2 End-user Segment Analysis 2017 - 2021 
• Exhibit 19: Historic Market Size – End-user Segment 2017 - 2021 ($ million)

• 4.3 Application Segment Analysis 2017 - 2021 
• Exhibit 20: Historic Market Size – Application Segment 2017 - 2021 ($ million)

• 4.4 Geography Segment Analysis 2017 - 2021 
• Exhibit 21: Historic Market Size – Geography Segment 2017 - 2021 ($ million)

• 4.5 Country Segment Analysis 2017 - 2021 
• Exhibit 22: Historic Market Size – Country Segment 2017 - 2021 ($ million)

5 Five Forces Analysis

• 5.1 Five forces summary
• Exhibit 23: Five forces analysis - Comparison between 2022 and 2027

• 5.2 Bargaining power of buyers 
• Exhibit 24: Chart on Bargaining power of buyers – Impact of key factors 2022 and 2027

• 5.3 Bargaining power of suppliers 
• Exhibit 25: Bargaining power of suppliers – Impact of key factors in 2022 and 2027

• 5.4 Threat of new entrants 
• Exhibit 26: Threat of new entrants – Impact of key factors in 2022 and 2027

• 5.5 Threat of substitutes 
• Exhibit 27: Threat of substitutes – Impact of key factors in 2022 and 2027

• 5.6 Threat of rivalry
• Exhibit 28: Threat of rivalry – Impact of key factors in 2022 and 2027

• 5.7 Market condition
• Exhibit 29: Chart on Market condition - Five forces 2022 and 2027

6 Market Segmentation by End-user

• 6.1 Market segments
• Exhibit 30: Chart on End-user - Market share 2022-2027 (%)
• Exhibit 31: Data Table on End-user - Market share 2022-2027 (%)

• 6.2 Comparison by End-user 
• Exhibit 32: Chart on Comparison by End-user
• Exhibit 33: Data Table on Comparison by End-user

• 6.3 Retail - Market size and forecast 2022-2027 
• Exhibit 34: Chart on Retail - Market size and forecast 2022-2027 ($ million)
• Exhibit 35: Data Table on Retail - Market size and forecast 2022-2027 ($ million)
• Exhibit 36: Chart on Retail - Year-over-year growth 2022-2027 (%)
• Exhibit 37: Data Table on Retail - Year-over-year growth 2022-2027 (%)

• 6.4 BFSI - Market size and forecast 2022-2027 
• Exhibit 38: Chart on BFSI - Market size and forecast 2022-2027 ($ million)
• Exhibit 39: Data Table on BFSI - Market size and forecast 2022-2027 ($ million)
• Exhibit 40: Chart on BFSI - Year-over-year growth 2022-2027 (%)
• Exhibit 41: Data Table on BFSI - Year-over-year growth 2022-2027 (%)

• 6.5 Manufacturing - Market size and forecast 2022-2027 
• Exhibit 42: Chart on Manufacturing - Market size and forecast 2022-2027 ($ million)
• Exhibit 43: Data Table on Manufacturing - Market size and forecast 2022-2027 ($ million)
• Exhibit 44: Chart on Manufacturing - Year-over-year growth 2022-2027 (%)
• Exhibit 45: Data Table on Manufacturing - Year-over-year growth 2022-2027 (%)

• 6.6 Telecom and IT - Market size and forecast 2022-2027 
• Exhibit 46: Chart on Telecom and IT - Market size and forecast 2022-2027 ($ million)
• Exhibit 47: Data Table on Telecom and IT - Market size and forecast 2022-2027 ($ million)
• Exhibit 48: Chart on Telecom and IT - Year-over-year growth 2022-2027 (%)
• Exhibit 49: Data Table on Telecom and IT - Year-over-year growth 2022-2027 (%)

• 6.7 Others - Market size and forecast 2022-2027 
• Exhibit 50: Chart on Others - Market size and forecast 2022-2027 ($ million)
• Exhibit 51: Data Table on Others - Market size and forecast 2022-2027 ($ million)
• Exhibit 52: Chart on Others - Year-over-year growth 2022-2027 (%)
• Exhibit 53: Data Table on Others - Year-over-year growth 2022-2027 (%)

• 6.8 Market opportunity by End-user 
• Exhibit 54: Market opportunity by End-user ($ million)

7 Market Segmentation by Application

• 7.1 Market segments
• Exhibit 55: Chart on Application - Market share 2022-2027 (%)
• Exhibit 56: Data Table on Application - Market share 2022-2027 (%)

• 7.2 Comparison by Application 
• Exhibit 57: Chart on Comparison by Application
• Exhibit 58: Data Table on Comparison by Application

• 7.3 Service and Support - Market size and forecast 2022-2027 
• Exhibit 59: Chart on Service and Support - Market size and forecast 2022-2027 ($ million)
• Exhibit 60: Data Table on Service and Support - Market size and forecast 2022-2027 ($ million)
• Exhibit 61: Chart on Service and Support - Year-over-year growth 2022-2027 (%)
• Exhibit 62: Data Table on Service and Support - Year-over-year growth 2022-2027 (%)

• 7.4 Sales - Market size and forecast 2022-2027 
• Exhibit 63: Chart on Sales - Market size and forecast 2022-2027 ($ million)
• Exhibit 64: Data Table on Sales - Market size and forecast 2022-2027 ($ million)
• Exhibit 65: Chart on Sales - Year-over-year growth 2022-2027 (%)
• Exhibit 66: Data Table on Sales - Year-over-year growth 2022-2027 (%)

• 7.5 Marketing - Market size and forecast 2022-2027 
• Exhibit 67: Chart on Marketing - Market size and forecast 2022-2027 ($ million)
• Exhibit 68: Data Table on Marketing - Market size and forecast 2022-2027 ($ million)
• Exhibit 69: Chart on Marketing - Year-over-year growth 2022-2027 (%)
• Exhibit 70: Data Table on Marketing - Year-over-year growth 2022-2027 (%)

• 7.6 E-Commerce - Market size and forecast 2022-2027 
• Exhibit 71: Chart on E-Commerce - Market size and forecast 2022-2027 ($ million)
• Exhibit 72: Data Table on E-Commerce - Market size and forecast 2022-2027 ($ million)
• Exhibit 73: Chart on E-Commerce - Year-over-year growth 2022-2027 (%)
• Exhibit 74: Data Table on E-Commerce - Year-over-year growth 2022-2027 (%)

• 7.7 Market opportunity by Application 
• Exhibit 75: Market opportunity by Application ($ million)

8 Customer Landscape

• 8.1 Customer landscape overview 
• Exhibit 76: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

9 Geographic Landscape

• 9.1 Geographic segmentation 
• Exhibit 77: Chart on Market share by geography 2022-2027 (%)
• Exhibit 78: Data Table on Market share by geography 2022-2027 (%)

• 9.2 Geographic comparison 
• Exhibit 79: Chart on Geographic comparison
• Exhibit 80: Data Table on Geographic comparison

• 9.3 North America - Market size and forecast 2022-2027 
• Exhibit 81: Chart on North America - Market size and forecast 2022-2027 ($ million)
• Exhibit 82: Data Table on North America - Market size and forecast 2022-2027 ($ million)
• Exhibit 83: Chart on North America - Year-over-year growth 2022-2027 (%)
• Exhibit 84: Data Table on North America - Year-over-year growth 2022-2027 (%)

• 9.4 Europe - Market size and forecast 2022-2027 
• Exhibit 85: Chart on Europe - Market size and forecast 2022-2027 ($ million)
• Exhibit 86: Data Table on Europe - Market size and forecast 2022-2027 ($ million)
• Exhibit 87: Chart on Europe - Year-over-year growth 2022-2027 (%)
• Exhibit 88: Data Table on Europe - Year-over-year growth 2022-2027 (%)

• 9.5 APAC - Market size and forecast 2022-2027 
• Exhibit 89: Chart on APAC - Market size and forecast 2022-2027 ($ million)
• Exhibit 90: Data Table on APAC - Market size and forecast 2022-2027 ($ million)
• Exhibit 91: Chart on APAC - Year-over-year growth 2022-2027 (%)
• Exhibit 92: Data Table on APAC - Year-over-year growth 2022-2027 (%)

• 9.6 South America - Market size and forecast 2022-2027 
• Exhibit 93: Chart on South America - Market size and forecast 2022-2027 ($ million)
• Exhibit 94: Data Table on South America - Market size and forecast 2022-2027 ($ million)
• Exhibit 95: Chart on South America - Year-over-year growth 2022-2027 (%)
• Exhibit 96: Data Table on South America - Year-over-year growth 2022-2027 (%)

• 9.7 Middle East and Africa - Market size and forecast 2022-2027 
• Exhibit 97: Chart on Middle East and Africa - Market size and forecast 2022-2027 ($ million)
• Exhibit 98: Data Table on Middle East and Africa - Market size and forecast 2022-2027 ($ million)
• Exhibit 99: Chart on Middle East and Africa - Year-over-year growth 2022-2027 (%)
• Exhibit 100: Data Table on Middle East and Africa - Year-over-year growth 2022-2027 (%)

• 9.8 US - Market size and forecast 2022-2027 
• Exhibit 101: Chart on US - Market size and forecast 2022-2027 ($ million)
• Exhibit 102: Data Table on US - Market size and forecast 2022-2027 ($ million)
• Exhibit 103: Chart on US - Year-over-year growth 2022-2027 (%)
• Exhibit 104: Data Table on US - Year-over-year growth 2022-2027 (%)

• 9.9 Canada - Market size and forecast 2022-2027 
• Exhibit 105: Chart on Canada - Market size and forecast 2022-2027 ($ million)
• Exhibit 106: Data Table on Canada - Market size and forecast 2022-2027 ($ million)
• Exhibit 107: Chart on Canada - Year-over-year growth 2022-2027 (%)
• Exhibit 108: Data Table on Canada - Year-over-year growth 2022-2027 (%)

• 9.10 UK - Market size and forecast 2022-2027 
• Exhibit 109: Chart on UK - Market size and forecast 2022-2027 ($ million)
• Exhibit 110: Data Table on UK - Market size and forecast 2022-2027 ($ million)
• Exhibit 111: Chart on UK - Year-over-year growth 2022-2027 (%)
• Exhibit 112: Data Table on UK - Year-over-year growth 2022-2027 (%)

• 9.11 Germany - Market size and forecast 2022-2027 
• Exhibit 113: Chart on Germany - Market size and forecast 2022-2027 ($ million)
• Exhibit 114: Data Table on Germany - Market size and forecast 2022-2027 ($ million)
• Exhibit 115: Chart on Germany - Year-over-year growth 2022-2027 (%)
• Exhibit 116: Data Table on Germany - Year-over-year growth 2022-2027 (%)

• 9.12 Japan - Market size and forecast 2022-2027 
• Exhibit 117: Chart on Japan - Market size and forecast 2022-2027 ($ million)
• Exhibit 118: Data Table on Japan - Market size and forecast 2022-2027 ($ million)
• Exhibit 119: Chart on Japan - Year-over-year growth 2022-2027 (%)
• Exhibit 120: Data Table on Japan - Year-over-year growth 2022-2027 (%)

• 9.13 Market opportunity by geography 
• Exhibit 121: Market opportunity by geography ($ million)

10 Drivers, Challenges, and Trends

• 10.1 Market drivers

• 10.2 Market challenges

• 10.3 Impact of drivers and challenges 
• Exhibit 122: Impact of drivers and challenges in 2022 and 2027

• 10.4 Market trends

11 Vendor Landscape

• 11.1 Overview

• 11.2 Vendor landscape
• Exhibit 123: Overview on Criticality of inputs and Factors of differentiation

• 11.3 Landscape disruption
• Exhibit 124: Overview on factors of disruption

• 11.4 Industry risks
• Exhibit 125: Impact of key risks on business

12 Vendor Analysis

• 12.1 Vendors covered
• Exhibit 126: Vendors covered

• 12.2 Market positioning of vendors 
• Exhibit 127: Matrix on vendor position and classification

• 12.3 Capillary Technologies 
• Exhibit 128: Capillary Technologies - Overview
• Exhibit 129: Capillary Technologies - Product / Service
• Exhibit 130: Capillary Technologies - Key offerings

• 12.4 Cendyn Group LLC
• Exhibit 131: Cendyn Group LLC - Overview
• Exhibit 132: Cendyn Group LLC - Product / Service
• Exhibit 133: Cendyn Group LLC - Key offerings

• 12.5 Doxim Inc
• Exhibit 134: Doxim Inc - Overview
• Exhibit 135: Doxim Inc - Product / Service
• Exhibit 136: Doxim Inc - Key offerings

• 12.6 Infor Inc.
• Exhibit 137: Infor Inc. - Overview
• Exhibit 138: Infor Inc. - Product / Service
• Exhibit 139: Infor Inc. - Key news
• Exhibit 140: Infor Inc. - Key offerings

• 12.7 International Business Machines Corp. 
• Exhibit 141: International Business Machines Corp. - Overview
• Exhibit 142: International Business Machines Corp. - Business segments
• Exhibit 143: International Business Machines Corp. - Key news
• Exhibit 144: International Business Machines Corp. - Key offerings
• Exhibit 145: International Business Machines Corp. - Segment focus

• 12.8 NICE Ltd.
• Exhibit 146: NICE Ltd. - Overview
• Exhibit 147: NICE Ltd. - Business segments
• Exhibit 148: NICE Ltd. - Key news
• Exhibit 149: NICE Ltd. - Key offerings
• Exhibit 150: NICE Ltd. - Segment focus

• 12.9 Oracle Corp.
• Exhibit 151: Oracle Corp. - Overview
• Exhibit 152: Oracle Corp. - Business segments
• Exhibit 153: Oracle Corp. - Key news
• Exhibit 154: Oracle Corp. - Key offerings
• Exhibit 155: Oracle Corp. - Segment focus

• 12.10 Pegasystems Inc.
• Exhibit 156: Pegasystems Inc. - Overview
• Exhibit 157: Pegasystems Inc. - Product / Service
• Exhibit 158: Pegasystems Inc. - Key news
• Exhibit 159: Pegasystems Inc. - Key offerings

• 12.11 Sage Group Plc
• Exhibit 160: Sage Group Plc - Overview
• Exhibit 161: Sage Group Plc - Business segments
• Exhibit 162: Sage Group Plc - Key news
• Exhibit 163: Sage Group Plc - Key offerings
• Exhibit 164: Sage Group Plc - Segment focus

• 12.12 SAP SE
• Exhibit 165: SAP SE - Overview
• Exhibit 166: SAP SE - Business segments
• Exhibit 167: SAP SE - Key news
• Exhibit 168: SAP SE - Key offerings
• Exhibit 169: SAP SE - Segment focus

• 12.13 SugarCRM Inc.
• Exhibit 170: SugarCRM Inc. - Overview
• Exhibit 171: SugarCRM Inc. - Product / Service
• Exhibit 172: SugarCRM Inc. - Key offerings

• 12.14 Veeva Systems Inc.
• Exhibit 173: Veeva Systems Inc. - Overview
• Exhibit 174: Veeva Systems Inc. - Business segments
• Exhibit 175: Veeva Systems Inc. - Key offerings
• Exhibit 176: Veeva Systems Inc. - Segment focus

• 12.15 Verint Systems Inc
• Exhibit 177: Verint Systems Inc - Overview
• Exhibit 178: Verint Systems Inc - Product / Service
• Exhibit 179: Verint Systems Inc - Key offerings

• 12.16 Zendesk Inc.
• Exhibit 180: Zendesk Inc. - Overview
• Exhibit 181: Zendesk Inc. - Product / Service
• Exhibit 182: Zendesk Inc. - Key offerings

• 12.17 Zoho Corp. Pvt. Ltd.
• Exhibit 183: Zoho Corp. Pvt. Ltd. - Overview
• Exhibit 184: Zoho Corp. Pvt. Ltd. - Product / Service
• Exhibit 185: Zoho Corp. Pvt. Ltd. - Key offerings

13 Appendix

• 13.1 Scope of the report

• 13.2 Inclusions and exclusions checklist 
• Exhibit 186: Inclusions checklist
• Exhibit 187: Exclusions checklist

• 13.3 Currency conversion rates for US$ 
• Exhibit 188: Currency conversion rates for US$

• 13.4 Research methodology
• Exhibit 189: Research methodology
• Exhibit 190: Validation techniques employed for market sizing
• Exhibit 191: Information sources

• 13.5 List of abbreviations 
• Exhibit 192: List of abbreviations

About Us
Technavio is a leading global technology research and advisory company. Their research and analysis focus on emerging market trends and provide actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions. With over 500 specialized analysts, Technavio's report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio's comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.

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