Customer Relationship Management Software - GCC

In 2024, the revenue in the Customer Relationship Management Software market is forecasted to reach US$529.80m.
It is expected that this revenue will experience an annual growth rate of 9.45% from 2024 to 2029, resulting in a market volume of US$832.20m by 2029.
Additionally, the average Spend per Employee in the Customer Relationship Management Software market is projected to be US$16.82 in 2024.
When compared globally, United States is anticipated to generate the highest revenue, reaching US$45.11bn in 2024.
In the GCC market, the demand for Customer Relationship Management software has been steadily increasing due to the region's focus on building strong customer relationships and enhancing customer experience.

Definition:

The Customer Relationship Management Software market covers software applications that support organizations in managing their interactions with customers, clients, and prospects. These applications help organizations during the entire life cycle of a customer including sales, marketing, customer services, and contact center to improve their customer engagement, increase customer loyalty, and grow their business.

Products in the Customer Relationship Management Software market can be obtained in two ways: as on-premises software that is sold via a transactional license or a subscription and as cloud-based software (software as a service/ SaaS) that is most frequently sold as a subscription.

Additional Information:

The Customer Relationship Management Software market comprises revenue and revenue growth as the key performance indicators. Only the revenues that are generated by primary vendors at the manufacturer price level either directly or through distribution channels (excluding value-added tax) are included and the revenues generated by resellers are excluded. Revenues are generated through both online and offline sales channels and include spending by enterprises (B2B) and governments (B2G).

Key players in this market include Salesforce, SAP, Adobe, and Oracle.

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Sales applications, such as Zendesk Sell, LinkedIn Sales Navigator, and HubSpot Sales
Marketing applications, such as Keap, ActiveCampaign, and Constant Contact
Contact center applications, such as CloudTalk, Google Cloud Contact Center AI, and Talkdesk
Customer service applications, such as Zendesk, Freshdesk, and Salesforce

CRM analytics, such as Tableau, Microsoft Power BI, and SAS Customer Intelligence
Custom applications, such as Sphinx Solutions, CHI Software, and Intellectsoft

The demand for Customer Relationship Management (CRM) software in the Gulf Cooperation Council (GCC) region has been growing at a steady pace over the last few years.

Customer preferences: Customers in the GCC region are increasingly looking for CRM solutions that are tailored to their specific needs. They want software that can help them manage their customer relationships in a more efficient and effective way, while also providing them with real-time insights into customer behavior and preferences. In addition, customers in the region are also looking for CRM solutions that are easy to use and integrate with other business applications.

Trends in the market: One of the key trends in the CRM software market in the GCC region is the growing adoption of cloud-based solutions. Many businesses in the region are moving away from on-premise solutions and are opting for cloud-based CRM software as it offers greater flexibility, scalability, and cost-effectiveness. Another trend in the market is the increasing use of AI and automation in CRM software. Businesses are using AI-powered tools to analyze customer data and automate routine tasks, which helps them to improve efficiency and provide better customer service.

Local special circumstances: The GCC region has a large number of small and medium-sized enterprises (SMEs), which make up a significant portion of the market for CRM software. These SMEs are looking for affordable and easy-to-use CRM solutions that can help them manage their customer relationships more effectively. In addition, the region has a large expat population, which means that businesses need to be able to communicate with customers in multiple languages and provide a personalized experience.

Underlying macroeconomic factors: The GCC region has been experiencing rapid economic growth in recent years, driven by factors such as increased government spending, rising oil prices, and a growing population. This has led to an increase in business activity, which has in turn driven demand for CRM software. In addition, the region has a young and tech-savvy population, which is driving the adoption of digital solutions such as CRM software. Finally, the GCC region is home to a large number of multinational companies, which are increasingly adopting CRM software to manage their global customer relationships.

Data coverage:

The data encompasses B2B, B2G, and B2C enterprises. Figures are based on the allocation to the country where the money was spent at manufacturer price level (excluding VAT).

Modeling approach / Market size:

The segment size is determined through a top-down approach. We use financial statements such as annual reports, quarterly earnings, and expert opinions to analyze the markets. To estimate the segment size for each country individually, we use relevant key market indicators and data from country-specific industry associations such as GDP, level of digitization, GDP sector composition, and observed level of software piracy.

Forecasts:

We use a variety of forecasting techniques, for instance, advanced statistical methods, depending on the behavior of the relevant segment. The main drivers are the GDP and the level of digitization.

Additional notes:

The data is modeled using current exchange rates. The market is updated twice a year in case market dynamics change. The impact of the COVID-19 pandemic is considered at a country-specific level.

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