Middle East and Africa Customer Relationship Management Market Report and Forecast 2024-2032

Middle East and Africa Customer Relationship Management Market Size

The Middle East and Africa customer relationship management market is projected to grow at a CAGR of 5.7% between 2024 and 2032.

Middle East and Africa Customer Relationship Management Market Outlook

• The count of registered SMEs saw a substantial increase, reaching 978,445 in the year 2022 in Saudi Arabia.

• According to the World Bank, 16.97% rise in new business registrations between 2017 and 2020 was observed in the UAE.

• In 2020, there were 19,050 new businesses registered in the UAE, according to the World Bank.

Middle East and Africa Customer Relationship Management Market Growth

Cloud-based customer relationship management (CRM) systems are based on cloud architecture and offer remote accessibility, providing users with more flexibility and scalability, allowing them to access things through the internet from any part of the world remotely. Cloud-based solutions projects can be deployed very easily without any extra computational requirements on the user end and are quick to access. Also, cloud-based CRMs don’t require hardware setup, making them suitable for small and medium-sized enterprises.

In March 2024, Zoho Corp. expanded its CRM capabilities in Saudi Arabia with the launch of its first Middle East data centres in Riyadh and Jeddah. This move ensures compliance with local Personal Data Protection Laws (PDPL) and reinforces data sovereignty for Saudi customers. This news was announced on the sidelines of LEAP Riyadh, the region's largest technology conference.

On-premises CRM systems require hardware components to be installed within an organisation to access the database, which is preferred by larger enterprises to fully control the data processes. They offer extensive control over the data, which in turn enhances security against data breaches and provides organisational space for optimization. On-premises CRM requires hardware infrastructure and software licenses to use product services on organisational premises.

Middle East and Africa Customer Relationship Management Industry Segmentation

Middle East and Africa Customer Relationship Management Market Report and Forecast 2024-2032 offers a detailed analysis of the market based on the following segments:

Market Breakup by Component

• Solutions

• Services

Market Breakup by Deployment Mode

• Cloud

• On-Premises

Market Breakup by Enterprise Size

• Small and Medium Enterprises (SMEs)

• Large Enterprises

Market Breakup by Application

• Sales and Marketing

• Customer Service

• Digital Commerce

• Others

Market Breakup by End Use

• BFSI

• IT and Telecom

• Retail

• Healthcare

• Government and Education 

• Discrete Manufacturing 

• Others

Market Segmentation by Country

• Saudi Arabia

• United Arab Emirates

• Nigeria

• South Africa

• Others

Middle East and Africa Customer Relationship Management Market Share

Based on enterprise size, the market is divided into small and medium enterprises (SMEs) and large enterprises. SMEs typically refer to small-sized businesses that usually have less than 250 people, while large enterprises encompass larger corporations with more than 1000 employees. In the forecasted period, this segment is expected to experience robust growth due to rapid digitalization across the Middle East and the adoption of customer relationship management (CRM) systems by SMEs to streamline business decisions and enhance customer engagement strategies, driving market expansion.

Leading Companies in the Middle East and Africa Customer Relationship Management Market

• IBM Corporation

• Oracle Corporation

• SAP SE

• Microsoft Corporation

• Salesforce, Inc.

• Adobe Inc.

• Infor Inc.

• Pegasystems Inc.

• SugarCRM Inc.

• Odoo Tec KSA

• Others

Major CRM service providers expand market reach by diversifying solution offering, enhancing tech capabilities, forging partnerships, and prioritizing customer success. These strategies enable them to enter new markets, attract clients, and drive market expansion effectively.

Key Highlights of the Report