Market Overview:
The global CRM and customer experience management (CEM) software market is expected to grow from USD 9.02 billion in 2018 to USD 17.01 billion by 2030, at a CAGR of 8.8% during the forecast period. The growth of this market can be attributed to the increasing demand for cloud-based CRM and CEM software and the need for customer experience management across organizations of all sizes. The global CRM and customer experience management (CEM) software market is segmented by type into cloud-based and on-premises software. The cloud-based segment is expected to grow at a higher CAGR than the on-premises segment during the forecast period.
 Software Industry Outlook.svg)
Product Definition:
CRM software is a category of software that helps businesses manage customer data and interactions. CEM software is a type of CRM that focuses specifically on the customer experience. It helps businesses track customer feedback, measure satisfaction levels, and identify areas for improvement. CEM software can also help businesses personalize their interactions with customers to create a more positive experience.
Cloud-Based:
Cloud-based software is a type of software service model that provides shared pooling of data and resources across multiple sites and organizations. The cloud-based technology offers various benefits such as on-demand availability of computing resources, easy accessibility from any location, real-time collaboration among co-workers, flexible working hours along with cost effective operations. These are some major factors driving the growth in demand for cloud based solutions in CRM & CEM market over the forecast period.
On-Premises:
On-premises software is a type of software that is installed and used directly by the end-users or consumers. The software can be installed on computers present within an organization or can also be deployed over the internet. On-premises solutions are preferred by organizations as they have complete control over all data and applications, which are accessible only to authorized users.
Application Insights:
The large enterprises segment dominated the global market in 2017. This can be attributed to factors such as presence of a large number of enterprise-level CRM solutions vendors, high adoption rates by large organizations and growing demand for advanced customer experience management capabilities. The small enterprises segment is expected to witness significant growth over the forecast period owing to increasing penetration of social media platforms, which has resulted in an enhanced awareness about customer engagement across all industries. Furthermore, advancements made in cloud computing have enabled small businesses with affordable options that offer more flexibility and scalability than their on-premises counterparts.
Medium-sized businesses are anticipated to exhibit steady growth over the forecast period due largely to increased adoption rates by mediumsized companies that are operating within BFSI or IT sectors for delivering superior customer experiences through improved communication channels between different departments within these companies regarding customers¢â‚¬â„¢ needs and requirements.
Regional Analysis:
North America dominated the global market in 2017. North America is home to several large enterprises as well as SMBs that are early adopters of emerging technologies. The region’s growth can be attributed to the increasing adoption of cloud-based CRM and CEM software by small and medium-sized businesses in countries, such as the U.S., Canada, and Mexico.
Growth Factors:
- Increasing demand for customer-centric business models: The traditional, product-centric business model is gradually becoming obsolete. Today, businesses are realizing the importance of putting the customer first and adopting a customer-centric approach. This shift has led to an increased demand for CRM and CEM software.
- Rapid digitization of businesses: With more and more businesses going digital, there is an increased need for CRM and CEM software that can help manage customers’ interactions across different channels (e.g., web, social media, mobile).
- Growing adoption of cloud computing: Cloud computing is helping organizations reduce costs while improving efficiency and scalability. This has led to a growing adoption of cloud-based CRM and CEM software solutions.
Scope Of The Report
Report Attributes
Report Details
Report Title
CRM and Customer Experience Management (CEM) Software Market Research Report
By Type
Cloud-Based, On-Premises
By Application
Large Enterprises(1000+ Users), Medium-Sized Enterprise(499-1000 Users), Small Enterprises(1-499 Users)
By Companies
Accenture, BearingPoint, Capgemini, Cognizant, Deloitte, EY, HCL Technologies, IBM iX, Infosys, NTT DATA, Publicis.Sapient, PwC, Salesforce Success Cloud, Tata Consultancy Services, Tech Mahindra, Virtusa, Wipro
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
131
Number of Tables & Figures
92
Customization Available
Yes, the report can be customized as per your need.
Global CRM and Customer Experience Management (CEM) Software Market Report Segments:
The global CRM and Customer Experience Management (CEM) Software market is segmented on the basis of:
Types
Cloud-Based, On-Premises
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
Large Enterprises(1000+ Users), Medium-Sized Enterprise(499-1000 Users), Small Enterprises(1-499 Users)
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Accenture
- BearingPoint
- Capgemini
- Cognizant
- Deloitte
- EY
- HCL Technologies
- IBM iX
- Infosys
- NTT DATA
- Publicis.Sapient
- PwC
- Salesforce Success Cloud
- Tata Consultancy Services
- Tech Mahindra
- Virtusa
- Wipro
 Software Market Overview.svg)
Highlights of The CRM and Customer Experience Management (CEM) Software Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Cloud-Based
- On-Premises
- By Application:
- Large Enterprises(1000+ Users)
- Medium-Sized Enterprise(499-1000 Users)
- Small Enterprises(1-499 Users)
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the CRM and Customer Experience Management (CEM) Software Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
How you may use our products:
- Correctly Positioning New Products
- Market Entry Strategies
- Business Expansion Strategies
- Consumer Insights
- Understanding Competition Scenario
- Product & Brand Management
- Channel & Customer Management
- Identifying Appropriate Advertising Appeals
 Software Market Statistics.svg)
8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
CRM and CEM software are designed to help organizations manage customer relationships. CRM software helps companies track customer interactions, including contact information, account activity, and product sales. CEM software can help organizations improve customer experience by tracking complaints, resolving issues quickly, and providing feedback to customers.
Some of the major players in the crm and customer experience management (cem) software market are Accenture, BearingPoint, Capgemini, Cognizant, Deloitte, EY, HCL Technologies, IBM iX, Infosys, NTT DATA, Publicis.Sapient, PwC, Salesforce Success Cloud, Tata Consultancy Services, Tech Mahindra, Virtusa, Wipro.
The crm and customer experience management (cem) software market is expected to register a CAGR of 8.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 CRM and Customer Experience Management (CEM) Software Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 CRM and Customer Experience Management (CEM) Software Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 CRM and Customer Experience Management (CEM) Software Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the CRM and Customer Experience Management (CEM) Software Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global CRM and Customer Experience Management (CEM) Software Market Size & Forecast, 2018-2028
4.5.1 CRM and Customer Experience Management (CEM) Software Market Size and Y-o-Y Growth
4.5.2 CRM and Customer Experience Management (CEM) Software Market Absolute $ Opportunity
Chapter 5 Global CRM and Customer Experience Management (CEM) Software Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 CRM and Customer Experience Management (CEM) Software Market Size Forecast by Type
5.2.1 Cloud-Based
5.2.2 On-Premises
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global CRM and Customer Experience Management (CEM) Software Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 CRM and Customer Experience Management (CEM) Software Market Size Forecast by Applications
6.2.1 Large Enterprises(1000+ Users)
6.2.2 Medium-Sized Enterprise(499-1000 Users)
6.2.3 Small Enterprises(1-499 Users)
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global CRM and Customer Experience Management (CEM) Software Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 CRM and Customer Experience Management (CEM) Software Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America CRM and Customer Experience Management (CEM) Software Analysis and Forecast
9.1 Introduction
9.2 North America CRM and Customer Experience Management (CEM) Software Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America CRM and Customer Experience Management (CEM) Software Market Size Forecast by Type
9.6.1 Cloud-Based
9.6.2 On-Premises
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America CRM and Customer Experience Management (CEM) Software Market Size Forecast by Applications
9.10.1 Large Enterprises(1000+ Users)
9.10.2 Medium-Sized Enterprise(499-1000 Users)
9.10.3 Small Enterprises(1-499 Users)
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe CRM and Customer Experience Management (CEM) Software Analysis and Forecast
10.1 Introduction
10.2 Europe CRM and Customer Experience Management (CEM) Software Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe CRM and Customer Experience Management (CEM) Software Market Size Forecast by Type
10.6.1 Cloud-Based
10.6.2 On-Premises
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe CRM and Customer Experience Management (CEM) Software Market Size Forecast by Applications
10.10.1 Large Enterprises(1000+ Users)
10.10.2 Medium-Sized Enterprise(499-1000 Users)
10.10.3 Small Enterprises(1-499 Users)
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific CRM and Customer Experience Management (CEM) Software Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific CRM and Customer Experience Management (CEM) Software Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific CRM and Customer Experience Management (CEM) Software Market Size Forecast by Type
11.6.1 Cloud-Based
11.6.2 On-Premises
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific CRM and Customer Experience Management (CEM) Software Market Size Forecast by Applications
11.10.1 Large Enterprises(1000+ Users)
11.10.2 Medium-Sized Enterprise(499-1000 Users)
11.10.3 Small Enterprises(1-499 Users)
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America CRM and Customer Experience Management (CEM) Software Analysis and Forecast
12.1 Introduction
12.2 Latin America CRM and Customer Experience Management (CEM) Software Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America CRM and Customer Experience Management (CEM) Software Market Size Forecast by Type
12.6.1 Cloud-Based
12.6.2 On-Premises
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America CRM and Customer Experience Management (CEM) Software Market Size Forecast by Applications
12.10.1 Large Enterprises(1000+ Users)
12.10.2 Medium-Sized Enterprise(499-1000 Users)
12.10.3 Small Enterprises(1-499 Users)
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) CRM and Customer Experience Management (CEM) Software Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) CRM and Customer Experience Management (CEM) Software Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) CRM and Customer Experience Management (CEM) Software Market Size Forecast by Type
13.6.1 Cloud-Based
13.6.2 On-Premises
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) CRM and Customer Experience Management (CEM) Software Market Size Forecast by Applications
13.10.1 Large Enterprises(1000+ Users)
13.10.2 Medium-Sized Enterprise(499-1000 Users)
13.10.3 Small Enterprises(1-499 Users)
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 CRM and Customer Experience Management (CEM) Software Market: Competitive Dashboard
14.2 Global CRM and Customer Experience Management (CEM) Software Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Accenture
14.3.2 BearingPoint
14.3.3 Capgemini
14.3.4 Cognizant
14.3.5 Deloitte
14.3.6 EY
14.3.7 HCL Technologies
14.3.8 IBM iX
14.3.9 Infosys
14.3.10 NTT DATA
14.3.11 Publicis.Sapient
14.3.12 PwC
14.3.13 Salesforce Success Cloud
14.3.14 Tata Consultancy Services
14.3.15 Tech Mahindra
14.3.16 Virtusa
14.3.17 Wipro
