Customer Relationship Management Industry
Customer Relationship Management Industry | Forecast 2030
Customer Relationship Management Industry Data Book - Customer Experience Management, Customer Self-service Software, Digital Experience Platform, Sales force Automation Software, Sales Training Software, Marketing Automation Maraket Size, Share, Trends Analysis, And Segment Forecasts, 2023 – 2030
Customer relationship management solutions are gaining widespread popularity in diverse industries. As businesses become more customer-centric, the CRM market is expected to witness rapid growth over the forecast period.
Access the Global Customer Relationship Management Industry Data Book, 2023 to 2030, compiled with details like market sizing information & forecasts, competitive benchmarking analyses, macro-environmental analyses, and regulatory & technological framework studies
Customer Experience Management Market Growth & Trends
The global customer experience management market size is expected to reach USD 32.87 billion by 2030 and expand at a significant CAGR of 15.4% from 2023 to 2030 according to the new report by Grand View Research. Customer experience management solutions are gaining widespread popularity in diverse industries. As businesses become more customer-centric, the customer experience management (CEM) market is expected to witness rapid growth in the forecast period. Ongoing trends such as hyper-personalization of customer service, the use of AI and automation, and various customer value models are the key attributes propelling the growth of the segment. Moreover, implementing robust social media customer service can help reduce costs, increase response times, improve customer satisfaction, and increase the adoption of customer experience management platforms across industries.
As working from home becomes more common and is facilitated by video conferencing, digital transformation of the employee experience will be critical for growth. Remote working frequently leads to higher Employee Satisfaction (E-SAT), which leads to higher overall Customer Satisfaction (C-SAT). A remote workforce allows an organization to hire the best talent from all over the world, which improves both the local and global customer experiences. Organizations that want to keep their customer experience scope onshore/nearshore could benefit from a right-shored work-at-home model rather than an offshore-only model. These developments would further drive the growth of the customer experience management market during the forecast period.
Customer Self-service Software Market Growth & Trends
The global customer self-service software market size is expected to reach USD 32.19 billion by 2027, according to a new study by Grand View Research, Inc. It is anticipated to register a compound annual growth rate (CAGR) of 22.1% from 2020 to 2027. Efforts to enhance the level of customer satisfaction and encourage customer loyalty are anticipated to propel the market growth over the forecast period. The continued rollout of a large number of customer service touchpoints is also expected to contribute to market growth.
Enterprises have realized that understanding the changing consumer behavior can help them in enhancing their offerings. At the same time, both small and medium-sized enterprises and large enterprises have started adopting automated customer self-service software. This is opening opportunities for the market players to introduce innovative customer self-service software solutions integrated with the latest technologies, such as big data and Artificial Intelligence (AI).
Digital Experience Platform Market Growth & Trends
The global digital experience platform market size is estimated to reach USD 30.41 billion by 2030, registering a CAGR of 13.3% over the forecast period, according to a new report by Grand View Research, Inc. The COVID-19 pandemic prompted a critical expansion among organizations as they realized the need for digital transformation and supported new growth opportunities for the digital experience platform market. Moreover, organizations are heavily investing in advanced technologies such as Machine Learning (ML), Artificial Intelligence (AI), and data analytics, this is relied upon to drive the DXP market over the forecast period. Digital experience platform is a critical channel for customer engagement and commitment as it eliminates redundancy, improves the transactional experience and operational efficiency.
Digital experience platforms provide an integrated control center that benefits organizations by empowering them with data analytics and content management capabilities. Moreover, these platforms permit businesses to focus on a larger customer base by designing and planning new products and implementing new business models and services. Digital experience platforms assist in the smooth transformation of business activities, conventional processes, and plans of action to benefit from new technological changes and opportunities relating to modern innovations.
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Sales Force Automation Software Market Growth & Trends
The global sales force automation software market size is expected to reach USD 13.82 billion by 2027, expanding at a CAGR of 8.3% from 2020 to 2027, according to a new study conducted by Grand View Research, Inc. Rising adoption of cloud technologies for sales force automation (SFA) and demand for sales forecasting applications are the primary drivers for the market growth. There is an increasing demand for streamlining the sales process and efficient use of workforce to stay competitive in the market. Moreover, the increasing complexity in sales management, especially in retail and telecommunication business are driving the need for automation, boosting the market growth.
The integration of SFA software with upcoming technologies such as artificial intelligence and big data is set to enhance and improve the capabilities of the SFA software. As per the industry estimate, more than 40% of the sales tasks in the organization can now be automated. The advancements in the IT technology especially in Natural Language Processing (NLP), the automation is likely to rise to 50% in coming years. Moreover, key players such as Salesforce.com, Inc.; Microsoft Corporation; and SAP SE are launching SFA solutions powered by Artificial Intelligence (AI).
Considering the high industry competitiveness and complexity across industries, organizations are expected to adopt cloud-based automation software as they offer better customization options. The shift towards automation solutions is aimed to streamline the sales process and to frame out the strategy to capitalize on the new growth opportunities. The occurrence of data thefts and privacy issues are hampering the adoption of SFA solutions. However, government rules and regulations like the General Data Protection Regulation (GDPR) are expected to strengthen the regulatory framework.
Sales Training Software Market Growth & Trends
The global sales training software market size is anticipated to reach USD 6.11 billion by 2030, registering a CAGR of 14.0% from 2022 to 2030, according to a new report by Grand View Research, Inc. The industry growth can be attributed to the paradigm shift in the focus of the incumbents of various end-use industries to reduce the time employees spend on repetitive tasks and devote the time saved to other customer engagement and relationship management activities. The sales training software can particularly help end-use enterprises in improving employee productivity, boosting product sales, and utilizing resources efficiently. Benefits associated with the adoption of such software include easy sales content creation and streamlined sales enablement.
The software also offers critical sales metrics measurements. Several organizations are looking to leverage advanced sales enablement solutions featuring technologies, such as Machine Learning (ML) & Artificial Intelligence (AI), to allow their sales and marketing teams more time to close deals and make connections. The AI-powered solution automates various tedious tasks in the sales training, such as generating analytics reports and drafting personalized content as per their interests, & business requirements. AI-driven sales training solutions offer sales teams easy mobile access to significant sales functions, which helps them achieve higher win rates and provide better experiences to prospects.
Marketing Automation Market Growth & Trends
The global marketing automation market size is expected to reach USD 8.42 billion by 2027, expanding at a CAGR of 9.8% from 2020 to 2027, according to a new study conducted by Grand View Research, Inc. Owing to the rising significance of automation solutions in marketing and sales to increase revenue and average deal size, target customers across multiple channels, and retain customers, the market will witness healthy growth. Moreover, the marketing automation solutions help automate repetitive, monotonous tasks such as emails, social media, and other website functions. Technological advancements, such as Artificial Intelligence (AI) and data science, the use of analytics in marketing and sales is also likely to boost the growth prospects of the market over the forecast period.
A recent survey suggests that there were around 3.9 billion email users and about 3.5 billion social media users in 2019. Email marketing is still one of the primary channels of marketing, wherein the scope of automation in the segment will remain highly effective. Generally, email marketing involves sending newsletters, solicit sales, request donations, advertisements, and request businesses via emails. Automation technology in email marketing has proved beneficial and helpful in generating quality leads, and successful implementation of marketing campaigns. The rise of social media and the rapid penetration of mobile and smart devices will foster the marketing solutions and its automation over the forecast period.
Competitive Landscape
Key players operating in the customer relationship management industry are –
- Adobe Inc.
- IBM Corporation
- com, Inc.
- Microsoft Corporation
- Oracle Corporation
- Sitecore
- SAP SE
- Acquia Inc.
- Open Text Corporation
Grand View Research’s customer relationship management Industry data book is a collection of market sizing information & forecasts, regulatory data, reimbursement structure, competitive benchmarking analyses, macro-environmental analyses, and regulatory & technological framework studies. Within the purview of the database, all such information is systematically analyzed and provided in the form of presentations and detailed outlook reports on individual areas of research.
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Grand View Research, U.S.-based market research and consulting company, provides syndicated as well as customized research reports and consulting services. Registered in California and headquartered in San Francisco, the company comprises over 425 analysts and consultants, adding more than 1200 market research reports to its vast database each year. These reports offer in-depth analysis on 46 industries across 25 major countries worldwide. With the help of an interactive market intelligence platform, Grand View Research helps Fortune 500 companies and renowned academic institutes understand the global and regional business environment and gauge the opportunities that lie ahead.
