Customer Relationship Management Software - North America

The projected revenue for the Customer Relationship Management Software market in North America is expected to reach US$48.45bn in 2024.
It is anticipated that the revenue will continue to grow at an annual growth rate (CAGR 2024-2029) of 9.29%, resulting in a market volume of US$75.56bn by 2029.
Furthermore, the average Spend per Employee in the Customer Relationship Management Software market in North America is projected to reach US$189.90 in 2024.
In comparison to other countries, United States is expected to generate the highest revenue, with US$45.11bn in 2024.
In North America, the demand for Customer Relationship Management Software is driven by the need for enhanced customer engagement and personalized marketing strategies.

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 North America has been increasing steadily in recent years.

Customer preferences: One of the main reasons for the growth of the CRM software market in North America is the increasing importance of customer experience. Businesses are realizing the importance of providing a seamless and personalized experience to their customers. CRM software helps businesses achieve this by providing a centralized platform to manage customer interactions and data. Additionally, businesses are increasingly adopting cloud-based CRM software as it provides flexibility and scalability.

Trends in the market: The CRM software market in North America is highly competitive, with many players offering a range of solutions. One of the key trends in the market is the increasing adoption of artificial intelligence (AI) and machine learning (ML) in CRM software. AI and ML can help businesses automate repetitive tasks and provide personalized recommendations to customers. Another trend is the integration of CRM software with other business applications such as marketing automation, e-commerce platforms, and ERP systems.

Local special circumstances: The United States and Canada are the two largest markets for CRM software in North America. In the United States, the market is dominated by large players such as Salesforce, Oracle, and Microsoft. Small and medium-sized businesses (SMBs) are also adopting CRM software, with many opting for cloud-based solutions. In Canada, the market is more fragmented, with local players such as Maximizer and Keystroke offering solutions tailored to the Canadian market.

Underlying macroeconomic factors: The North American economy has been growing steadily in recent years, with low unemployment rates and high consumer confidence. This has led to increased spending by businesses on technology solutions such as CRM software. Additionally, the COVID-19 pandemic has accelerated the adoption of digital technologies, including CRM software, as businesses have had to adapt to remote work and changing customer behavior. As a result, the CRM software market in North America is expected to continue to grow in the coming years.

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.

This report presents a comprehensive analysis and additional information on the Technology market, in a PDF format.

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