North America Customer Relationship Management Market Report and Forecast 2024-2032

North America Customer Relationship Management Market Size

The North America customer relationship management market is projected to grow at a CAGR of 11.0% between 2024 and 2032. The market is being driven by the increasing popularity of omnichannel support and evolving customer preferences.

North America Customer Relationship Management Market Outlook

• CRM is expected to find increasing application in supply chain and human resource management.

• The integration of AI chatbots into CRM is transforming customer services, which is enhancing consumer satisfaction.

• Large organisations are expected to make increasing use of CRM technology for customer retention.

North America Customer Relationship Management Market Growth

For consumers, good customer service is as important as any product/service they purchase. Every 1/6 of shoppers give up on making a purchase due to poor customer service. By providing personalised services to consumers, companies can improve their customer retention strategy and build consumer trust and loyalty, thereby motivating them to purchase from the same brand repeatedly.

The provision of omnichannel support facilitates quick query resolution seamlessly across various channels, which boosts customer satisfaction and favourably impacts revenue growth. As customer support becomes the top priority for multiple organisations, the demand for CRM technology is expected to register significant growth  in the forecast period.

CRM solutions deployed on the cloud are gaining high popularity. This is because they save exorbitant costs of hardware installation and minimise system downtime by ensuring automatic software updates in real time. They are extremely cost-effective and flexible to use as they are priced on the basis of the total number of users and their requirements.

CRM enables increased collaboration between physically separated teams without the need to make substantial infrastructure investments. Their deployment is expected to gain significant traction across a wide range of industries, especially BFSI, retail, discrete manufacturing, healthcare, and IT and telecom, among others.

North America Customer Relationship Management Industry Segmentation

North America 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 Breakup by Country

• United States of America

• Canada

North America Customer Relationship Management Market Share

On the basis of application, the market can be divided into sales and marketing, customer service, and digital commerce, among others. CRM technology is expected to find increased demand in the field of sales and marketing, as it enables them to understand their prospect journey clearly and improve their conversion rates by providing targeted ads and personalised sales services.

Leading Companies in the North America Customer Relationship Management Market

The report provides a detailed analysis of the following key players in the market, covering their competitive landscape and latest developments like mergers and acquisitions, investments, and capacity expansion.

• IBM Corporation

• Oracle Corporation

• SAP SE

• Microsoft Corporation

• Salesforce, Inc.

• Adobe Inc.

• Infor Inc.

• Sage Group Plc

• Zoho Corp.

• SugarCRM Inc.

• Others

Businesses are integrating CRM solutions to set smart sales targets, modify product descriptions strategically, and integrate tax, shipping, and checkout services into a single platform. This also enables buyers to make smart purchase decisions and split shipments for large value/ volume transactions/orders.

Key Highlights of the Report