The Middle East and Africa customer relationship management market was valued at USD 4.63 Billion in 2025. The industry is expected to grow at a CAGR of 14.10% during the forecast period of 2026-2035 to attain a valuation of USD 17.32 Billion by 2035.
Base Year
Historical Period
Forecast Period
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.
Compound Annual Growth Rate
14.1%
Value in USD Billion
2026-2035
*this image is indicative*
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 Market Report and Forecast 2026-2035 offers a detailed analysis of the market based on the following segments:
Market Breakup by Component
Market Breakup by Deployment Mode
Market Breakup by Enterprise Size
Small and Medium Enterprises (SMEs) Large Enterprises
Market Breakup by End Use
Market Segmentation by Region
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.
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.
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*While we strive to always give you current and accurate information, the numbers depicted on the website are indicative and may differ from the actual numbers in the main report. At Expert Market Research, we aim to bring you the latest insights and trends in the market. Using our analyses and forecasts, stakeholders can understand the market dynamics, navigate challenges, and capitalize on opportunities to make data-driven strategic decisions.*
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The market is projected to grow at a CAGR of 14.10% between 2026 and 2035.
Based on components, the customer relationship management market is divided into solutions and services.
The customer relationship management market is categorised based on enterprise size, which includes small and medium enterprises (SMEs) and large enterprises.
The customer relationship management industry key players are IBM Corporation, Oracle Corporation, SAP SE, Microsoft Corporation, Salesforce, Inc., Adobe Inc., Infor Inc., SugarCRM Inc., Odoo Teck KSA, and Pegasystems Inc., among others.
Based on the deployment mode, the market is divided into clouds and on-premises.
Based on the end use, the market is divided into BFSI, IT and telecom, retail, healthcare, government and education, and discrete manufacturing, among others.
Based on country, the market is broken down into Saudi Arabia, United Arab Emirates, Nigeria, and South Africa, among others.
In 2025, the market attained a value of nearly USD 4.63 Billion.
The market is estimated to witness a healthy growth in the forecast period of 2026-2035 to reach about USD 17.32 Billion by 2035.
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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