The Australia customer relationship management market was valued at USD 1.91 Billion in 2025. The industry is expected to grow at a CAGR of 10.50% during the forecast period of 2026-2035 to reach a value of USD 5.18 Billion by 2035. The market growth is mainly attributed to the driven by the adoption of lead enrichment and buyer readiness tools in real estate CRM systems.
Real estate firms are increasingly deploying technology that provides actionable insights into buyer behavior, enabling agents to prioritize high-potential leads, personalize client interactions, and streamline property transactions.
In July 2023, REA Group launched an enhanced CRM integration that helped over 2,700 MRI Software clients generate nearly 272,000 enriched buyer leads in just two months, reflecting the impact of data-driven decision-making.
Similarly, WayScape’s June 2025 introduction of a fully integrated AI-powered real estate ecosystem incorporated tools that automate workflows, improve buyer-agent matching, and enhance lead conversion. These innovations illustrate the growing importance of CRM solutions in driving operational efficiency, customer engagement, and profitability across the sector.
The expanding adoption of such tools also contributes to the overall Australia customer relationship management market outlook, as more real estate organizations invest in platforms capable of delivering measurable business outcomes while supporting scalability and innovation in client service.
Base Year
Historical Period
Forecast Period
The adoption of CRM systems by businesses across Australia can lead to a monthly revenue increase of $200K in 3 months.
Small businesses and start-ups are integrating CRM in their operations, to improve their marketing and sales performance.
The growing adoption of e-commerce is boosting the inclusion of CRM for improved customer services.
Compound Annual Growth Rate
10.5%
Value in USD Billion
2026-2035
*this image is indicative*
Artificial Intelligence (AI) is revolutionizing CRM by automating tasks and enhancing personalization. In December 2024, Woolworths partnered with SAP and TCS to transform their demand forecasting with SAP UDF. The solution improved forecast accuracy, reduced costs, and supported sustainability goals. Woolworths achieved self-sufficiency in managing the system, ensuring long-term benefits. Such AI integrations are fueling the market growth in the CRM sector, as businesses leverage AI to gain a competitive advantage.
The Australia customer relationship management market value is being driven by enterprises’ focus on enhancing customer centricity and operational efficiency. Vodafone Hutchison Australia’s transformation of its decade-old CRM system in July 2025, which illustrates this trend, where upgrading to a responsive, enterprise-grade platform enabled faster service activations, improved in-store experiences, and seamless user adoption. Such technology-driven initiatives highlight the growing investment by Australian companies in scalable CRM solutions, reinforcing the market’s expanding value.
Private investments in CRM startups are driving the Australia customer relationship management market. In November 2023, Nexl, a Sydney-based legal tech startup, secured USD 6.6 million in Series A funding to expand its CRM and relationship intelligence platform. The funding supports niche CRM solutions and encourages regional adoption among professional services, reflecting strong investor confidence in the sector. Backed by Shearwater Capital and EVP, the funding exemplifies strong investor confidence in CRM innovation tailored to niche professional markets.
Retailers are adopting omnichannel CRM strategies to provide seamless customer experiences, influencing the customer relationship management sector in Australia. For instance, Coles Group announced a USD 2.5 billion investments over 2022-2023 to integrate digital platforms with physical stores, including Click & Collect services. AI-powered tools enhance personalization and operational efficiency, reflecting the growing importance of omnichannel strategies in Australia’s CRM landscape. The integration of AI-powered tools within these channels improves personalization and operational efficiency.
The Australia recruitment sector is experiencing rapid transformation, driven by the need for streamlined operations and enhanced candidate engagement through advanced CRM solutions. In May 2025, NW People Group partnered with TargetRecruit to implement a Salesforce-based platform, automating key processes such as candidate screening, credential verification, real-time tracking, and placement fulfilment. This automation reduces administrative workload, empowers recruiters to focus on relationship-building, and improves service delivery, acting as a key driver for the Australia customer relationship management market revenue.
The EMR’s report titled “Australia Customer Relationship Management Market Report and Forecast 2026-2035” offers a detailed analysis of the market based on the following segments:
Market Breakup by Component
Key Insight: The solutions segment dominates the Australia CRM sector, driven by demand for AI-enabled, cloud-compatible platforms. Businesses increasingly adopt comprehensive CRM solutions over standalone services to streamline sales, marketing, and customer support functions. Services are growing steadily, but the faster adoption of solutions reflects the market’s preference for integrated tools that enhance operational efficiency. This trend underlines the expanding Australia customer relationship management industry revenue.
Market Breakup by Deployment Mode
Key Insight: Cloud-based deployments are the fastest-growing segment in Australia’s CRM market, offering scalability, remote access, and reduced IT overhead. While on-premises systems remain significant, enterprises increasingly migrate to cloud CRM platforms to enable real-time analytics and cross-channel customer engagement. The surge in cloud adoption is driving the growth of Australia customer relationship management market, reflecting businesses’ focus on agility and cost efficiency.
Market Breakup by Enterprise Size
Key Insight: Small and Medium Enterprises (SMEs) are emerging as the fastest-growing adopters of CRM systems in Australia, while large enterprises continue to hold the largest market share. SMEs are leveraging CRM solutions to compete efficiently, optimize customer engagement, and scale operations with limited resources. Government support and startup investments further accelerate adoption, creating new Australia customer relationship management market opportunities across sectors.
Market Breakup by Application
Key Insight: The sales and marketing segment leads the Australian CRM market, driven by AI-enabled lead management and targeted campaigns. Customer service is rapidly growing as organizations prioritize personalized support, while digital commerce adoption accelerates due to e-commerce expansion. The “Others” category, including analytics and loyalty management, is also gaining traction. Overall, businesses are leveraging CRM across all applications to boost engagement, improve operational efficiency, and enhance revenue streams, reflecting strong Australia customer relationship management market demand growth.
Market Breakup by End Use
Key Insight: BFSI sector amasses the highest market revenue, driven by regulatory compliance and large customer bases, while retail is the fastest-growing segment, fueled by omnichannel strategies and AI-driven personalization. Healthcare and IT sectors are adopting CRM for efficiency and patient/client management, and government and education focus on citizen/student engagement. Discrete manufacturing and other industries are increasingly leveraging CRM for operational insights. These trends reflect the diverse drivers shaping the growth of Australia customer relationship management industry.
Market Breakup by Region
Key Insight: Queensland leads in CRM adoption due to government initiatives like the Digital Solutions program, while New South Wales and Victoria continue to hold a significant share of the market because of corporate density. SMEs in Tasmania and the ACT are rapidly embracing CRM for agility, and large enterprises in Western Australia focus on operational efficiency. Other regions are gradually increasing adoption to support digital transformation. Collectively, these factors illustrate evolving trends across urban and regional Australia.
By component, CRM solutions are witnessing high demand
The solutions segment drives Australia’s CRM market as enterprises increasingly seek integrated platforms that unify sales, marketing, and customer support while enabling AI-powered insights and operational efficiency. Businesses favor comprehensive solutions over standalone services to streamline workflows and enhance customer engagement. Supporting this trend, in September 2025, monday.com launched new AI tools, including monday agents and monday campaigns, allowing Australian enterprises to automate tasks, optimize marketing, and execute end-to-end operations, boosting Australia customer relationship management industry revenue.
CRM services are growing rapidly as organizations seek implementation support, consultancy, and training to optimize platform usage. These offerings accelerate adoption for SMEs and enterprises new to CRM, helping them integrate solutions, automate workflows, and improve customer interactions. In 2023, Zoho collaborated with Realise Business under Queensland’s Digital Solutions Program to assist SMEs in adopting CRM tools effectively, highlighting the growing role of customer relationship management companies in supporting business transformation.
By deployment, cloud-based solutions and services gain notable preference
Cloud-based CRM adoption is rapidly expanding in Australia, driven by the need for scalability, remote access, and streamlined operations. In December 2024, the Bank of Queensland partnered with Microsoft to migrate its data centers to Azure, modernizing banking services and improving customer engagement. Cloud platforms enable real-time analytics, multi-channel integration, and operational agility, allowing businesses to respond quickly to market changes. This shift highlights the growing preference for cloud CRM solutions across Australian enterprises.
Meanwhile, enterprises in Australia continue to adopt on-premises CRM primarily for data control, customization, and regulatory compliance, fueling the customer relationship management market share in Australia. These solutions enable organizations to maintain full ownership of customer data, integrate with existing legacy systems, and ensure operational consistency across departments. The high level of security and flexibility offered by on-premises platforms makes them particularly suitable for large enterprises managing sensitive information, contributing to the increasing preference for controlled, secure CRM environments.
By market size, large enterprises account for the largest market share
Large enterprises in Australia lead CRM adoption due to complex workflows, extensive customer data, and the need for integrated platforms that unify sales, marketing, and service functions. By implementing comprehensive solutions, these organizations enhance operational efficiency, ensure compliance, and leverage advanced analytics across departments. These trends emphasize the significance of Australia customer relationship management industry analysis, demonstrating how operational complexity drives CRM adoption and solidifies large enterprises’ continued dominance in the market.
Small and medium enterprises (SMEs) in Australia are increasingly adopting CRM systems, mainly due to the increasing number of government initiatives and startup support that facilitate digital transformation. Programs such as the Digital Solutions Program (2023–2026) provide advisory services, training, and implementation guidance, enabling SMEs to scale operations and enhance customer engagement. This focused assistance highlights the projected Australia customer relationship management market demand forecast, establishing SMEs as the fastest-growing segment in the CRM landscape.
By application, sales and marketing amass the highest revenue
The sales and marketing has emerged to be the largest application of customer relationship management in Australia, driven by the need for advanced lead generation, campaign optimization, and customer targeting. Businesses are increasingly adopting integrated CRM platforms that unify marketing functions with client management, enabling more effective outreach and higher conversion rates. Reflecting this trend, Salestrekker launched Australia’s first combined origination and CRM platform in September 2023, showcasing how end-to-end automation strengthens marketing efficiency and customer engagement.
Meanwhile, CRM solutions are picking up momentum for customer service application in the Australia customer relationship management market, driven by the growing demand for personalized and responsive client support. As customer expectations rise, enterprises are leveraging CRM tools to centralize interactions, improve query resolution speed, and enhance satisfaction across multiple channels. This shift reflects a broader focus on building long-term loyalty, with advanced analytics and automation enabling service teams to deliver seamless, context-driven experiences at scale.
By end-use, BFSI sector substantially contributes to the market demand
The BFSI sector is a key driver of CRM adoption in Australia, as banks and financial institutions prioritize enhancing customer trust and operational efficiency. A growing focus on AI-powered tools enables advisors and brokers to reduce administrative tasks and spend more time engaging with clients. This trend was highlighted at the Agentforce Financial Services Summit in Sydney in September 2025, where ANZ Bank, Bendigo Bank, and Zurich showcased how agentic AI supports digital transformation and elevates customer experiences.
On the other hand, Australia retail sector demonstrates notable growth due to the rising importance of personalization, which boosting the Australia customer relationship management market demand forecast. Retailers are increasingly leveraging data-driven insights to tailor offers, recommend products, and engage customers with timely, relevant communications. By integrating loyalty data, browsing patterns, and purchase history, they enhance customer satisfaction and retention. This growing reliance on personalization strongly supports the industry expansion, highlighting steady expansion of CRM adoption in retail.
By region, Queensland leads the market growth
Queensland is thriving in the Australia customer relationship management industry due to increased digital adoption among small businesses. The Queensland government’s Small Business Digital Capability Program, launched under the "Thriving Digital Future" initiative (2023–2026), provides resources, training, and cybersecurity support to boost digital readiness. This initiative enables small enterprises to adopt CRM solutions more effectively, streamline customer interactions, and enhance engagement, driving regional growth and strengthening Queensland’s position in the broader CRM market.
New South Wales demonstrates growth at a notable CAGR in the the Australia customer relationship management market, driven by its dense concentration of large enterprises and corporate headquarters. Organizations in the region are increasingly adopting CRM solutions to enhance operational efficiency, unify sales, marketing, and service functions, and improve customer engagement. Government support and digital initiatives further encourage technology adoption, positioning New South Wales as a key contributor to the customer relationship management market growth in Australia.
Australia customer relationship management market players in the enterprise software and cloud solutions space are leveraging innovation, strategic partnerships, and advanced technologies to strengthen their positions. Companies like IBM and Microsoft are investing in AI, cloud computing, and automation tools, enabling businesses to streamline operations and enhance productivity. Oracle and SAP focus on integrated platforms and data-driven solutions. These combined efforts are shaping the market landscape, reflecting strong growth potential and increased adoption across industries.
Leading firms are also expanding globally through mergers, acquisitions, and collaborations to diversify offerings and enter new markets. Salesforce, Adobe, and Zoho emphasize customer-centric solutions, enhancing user experiences through innovative software. Infor and Pegasystems target industry-specific platforms with scalable solutions. By strengthening R&D and adopting cloud-first strategies, top customer relationship management companies in Australia influence the growth of the Australia customer relationship management market, ensuring resilience, long-term expansion, and competitive relevance.
Established in 1911 and headquartered in Armonk, New York, IBM Corporation is a global leader in technology and consulting. The company is renowned for its innovations in cloud computing, artificial intelligence, and enterprise solutions that support businesses across industries.
Founded in 1977 and based in Redwood City, California, Oracle Corporation specializes in database software, cloud infrastructure, and enterprise applications. It helps organizations streamline operations, manage data efficiently, and drive digital transformation with their advanced solution in the Australia customer relationship management market.
Headquartered in Walldorf, Germany, and established in 1972, SAP SE provides enterprise software solutions for business operations and customer relationship management. Its platforms are widely used to optimize processes across finance, supply chain, and human resources.
Founded in 1975 and based in Redmond, Washington, Microsoft Corporation develops software, cloud services, and hardware products for both individual users and enterprises. It is recognized globally for solutions like Windows, Azure, Office 365, and Teams.
*Please note that this is only a partial list; the complete list of key players is available in the full report. Additionally, the list of key players can be customized to better suit your needs.*
Other prominent firms operating in the Australia customer relationship management market include Salesforce, Inc., Adobe Inc., Infor Inc., Sage Group Plc, Zoho Corp., Pegasystems Inc., and others.
Explore the latest trends shaping the Australia Customer Relationship Management Market 2026-2035 with our in-depth report. Gain strategic insights, future forecasts, and key market developments that can help you stay competitive. Get a free sample report or contact our team for customized consultation on Australia customer relationship management market trends 2026.
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The market is projected to grow at a CAGR of 10.50% between 2026 and 2035.
The applications include sales and marketing, customer service, digital commerce, and others.
The end uses are BFSI, IT and telecom, retail, healthcare, government and education, discrete manufacturing, and others.
The key components are solutions, and services.
The major classifications based on enterprise size include small and medium enterprises (SMEs), and large enterprises.
The key markets include New South Wales, Victoria, Queensland, Australian Capital Territory, Western Australia, and others.
The major deployment modes are cloud, and on-premises.
The key players in the market include IBM Corporation, Oracle Corporation, SAP SE, Microsoft Corporation, Salesforce, Inc., Adobe Inc., Infor Inc., Sage Group Plc, Zoho Corp., Pegasystems Inc., and others.
In 2025, the Australia customer relationship management market reached an approximate value of USD 1.91 Billion.
The market is estimated to witness a healthy growth in the forecast period of 2026-2035 to reach about USD 5.18 Billion by 2035.
Key strategies driving the market include AI-powered CRM adoption, cloud migration, and omnichannel integration. Modernizing legacy systems and investing in data-driven platforms also boost growth.
New South Wales holds the largest regional market share due to its concentration of large enterprises and corporate headquarters.
Explore our key highlights of the report and gain a concise overview of key findings, trends, and actionable insights that will empower your strategic decisions.
| REPORT FEATURES | DETAILS |
| Base Year | 2025 |
| Historical Period | 2019-2025 |
| Forecast Period | 2026-2035 |
| Scope of the Report |
Historical and Forecast Trends, Industry Drivers and Constraints, Historical and Forecast Market Analysis by Segment:
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| Breakup by Component |
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| Breakup by Deployment Mode |
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| Breakup by Enterprise Size |
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| Breakup by Application |
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| Breakup by End Use |
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| Breakup by Region |
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| Market Dynamics |
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| Competitive Landscape |
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| Companies Covered |
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