The Saudi Arabia customer relationship management market was valued at USD 741.03 Million in 2025. The industry is expected to grow at a CAGR of 9.20% during the forecast period of 2026-2035 to attain a valuation of USD 1786.74 Million by 2035.
Base Year
Historical Period
Forecast Period
As per the industry reports, in 2024, retail sales are expected to grow 5 per cent in the next five years in Saudi Arabia, fuelling the demand for customer relationship management (CRM) applications that can keep track of customer data and leads.
The total number of commercial registrations in the country witnessed a 59 per cent growth in the first quarter of 2024, boosting the business sector and creating more opportunities for CRM software in enterprises.
The Kafalah program granted USD 3.23 billion to SMEs in 2023, aiding their growth and fueling the demand for CRM software in these enterprises.
Compound Annual Growth Rate
9.2%
Value in USD Million
2026-2035
*this image is indicative*
The Vision 2030 initiative, expansion of the e-commerce sector, and rising demand to enhance customer experience are some of the prominent drivers increasing the demand of Saudi Arabia customer relationship management market. The rise of digital transformation across various sectors is greatly influenced by the Saudi government's Vision 2030 initiative. This significant driver urges businesses to enhance their operational efficiency and customer engagement by embracing advanced technologies, such as CRM systems.
The adoption of cloud-based CRM solutions is fuelled by the shift towards cloud computing in the country. These solutions provide scalability, cost-effectiveness, and seamless integration with other business applications, making them appealing to both small and medium-sized enterprises as well as large corporations.
The integration of AI and machine learning (ML) into customer relationship management (CRM) systems is becoming increasingly popular. These tools facilitate sophisticated data analysis, predictive maintenance, and the streamlining of customer service operations, ultimately improving the effectiveness of CRM procedures.
Increased use of mobile CRM tools, integration of AI and cloud technologies, and the growing preference for personalised customer engagement are accelerating the Saudi Arabia customer relationship management market value.
Saudi Arabia has one of the highest smartphone and internet penetration rates, driving the usage of mobile CRM tools. According to the International Trade Administration, the country will have 97% of smartphone users in 2024 and ranks tenth globally in terms of internet speed. With growing digitisation, and favourable government initiatives such as Saudi Vision 2030, the coming years are about to witness a further increase in smartphones and internet use, driving the overall demand for mobile CRM solutions.
The high demand for CRM tools in the e-commerce sector is increasing the overall Saudi Arabia customer relationship management market revenue. Industry reports have estimated the number of online shoppers to reach 33.6 million by the end of 2024, increasing by 42% in the last four years. Moreover, while the sector is mostly dominated by local players, the entry of global leaders such as Amazon in January 2021 has increased access to e-commerce services in Saudi Arabia, leading to further demand for CRM tools in the region.
The integration of advanced AI and cloud technologies is enhancing the productivity of the customer relationship management industry in Saudi Arabia. While cloud-based platforms save cost with flexible online use, AI provides effective data analysis, predictive insights and automated services for better results. Realising their benefits, key players are increasingly investing in these technologies, driving the market’s long-term growth. For instance, Exotel, a leading CRM service provider, introduced its flagship Ameyo platform in Saudi Arabia in September 2024, featuring the country’s first local cloud for Customer Experience (CX), integrated with local telephony and AI.
With growing digitisation trends, businesses in Saudi Arabia are increasingly focusing on facilitating personalised engagement with customers through comprehensive CRM platforms. Such platforms help businesses analyse crucial customer data to develop efficient and targeted marketing strategies for long-term growth. Besides, customers also prefer customised interactions to get results based on their preferences. This trend of Saudi Arabia customer relationship management market is expected to drive the consumption of CRM tools during the forecast period.
“Saudi Arabia 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
Market Breakup by Application
Market Breakup by End Use
Based on end use, the market is divided into BFSI, IT and telecom, retail, healthcare, government and education, and discrete manufacturing, among others. The BFSI sector accounts for a substantial market share as it is among the biggest users of CRM solutions because of the rising demand to handle vast customer databases, provide personalised services, and uphold customer loyalty. Compliance with the regulations and the necessity for strong data security and customer service also contribute to the increasing adoption of CRM.
The market participants are promoting the adoption of cloud-based CRM for cost-effective and scalable solutions.
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The market is estimated to grow at a CAGR of 9.20% between 2026 and 2035.
The market is being driven due to Vision 2030 initiative, expansion of the e-commerce sector, and rising demand to enhance customer experience.
The key trends aiding the market include the adoption of cloud-based CRM solutions and the integration of AI and machine learning (ML) into customer relationship management (CRM) systems.
Based on component, market segmentations include solutions and services.
Different applications are sales and marketing, customer service, and digital commerce, among others.
The major players in the market are IBM Corporation, Oracle Corporation, SAP SE, Microsoft Corporation, Odoo Tec KSA, Adobe Inc., Infor Inc., and Pegasystems Inc., among others.
In 2025, the market attained a value of nearly USD 741.03 Million.
The market is estimated to witness a healthy growth in the forecast period of 2026-2035 to reach about USD 1786.74 Million 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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| Market Dynamics |
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| Competitive Landscape |
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| Companies Covered |
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