Worldwide customer relationship management software market size 2015-2026

The global customer relationship management (CRM) software market is forecast to grow to 57 billion U.S. dollars in size in 2025. This is a projected increase of almost four billion U.S. dollars from 2021, at a compound annual growth rate (CAGR) of 2.1 percent. Customer relationship management Customer relationship management, or CRM, is the technology used to analyze and manage a company’s interaction with customers or potential customers. The goal of CRM is to improve companies’ relationships with customers, therefore increasing customer retention rates and ultimately driving sales growth. According to a 2018 survey, only 16 percent of U.S. organizations considered their company’s delivery of real-time customer interactions across touch points and devices as effective, showing that it is important for organizations to make use of the CRM technology. Scaling customer-centered decisions and actions across function in the business is the main driver behind organizations’ increased investment in real-time customer analytics in the United States. CRM vendors Salesforce is the leader in the CRM applications market, with a share of 16.8 percent in 2018. Other contenders in the market include Oracle and SAP, with 5.7 and 5.6 percent market shares respectively in 2018.

全球客户关系管理（CRM）软件市场规模预计将在2025年增长至570亿美元。相较于2021年，这一预测增长近40亿美元，复合年增长率（CAGR）达到2.1%。客户关系管理（Customer Relationship Management，简称CRM）是一种用于分析和管理企业与其客户或潜在客户互动的技术。CRM的目标是提升企业与客户之间的关系，从而提高客户留存率，并最终推动销售额的增长。根据2018年的一项调查，仅有16%的美国组织认为其公司能够在多个触点和设备上实现实时客户互动的交付是有效的，这表明组织利用CRM技术的重要性。在美国，推动企业加大实时客户分析投资的主要动力在于跨职能范围内的以客户为中心的决策和行动的扩展。Salesforce在CRM应用市场占据领先地位，2018年的市场份额为16.8%，其他市场参与者包括Oracle和SAP，2018年的市场份额分别为5.7%和5.6%。