Saudi Arabia Customer Relationship Management Market Outlook - Forecast Trends, Market Size, Share and Growth Analysis Report (2024-2032)

Saudi Arabia Customer Relationship Management Market Growth

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.

Key Trends and Recent Developments

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.

May 2024

Absolute CRM, India’s top CRM solution provider launched its CRM software in Saudi Arabia, to transform business handling and improve client engagement. The software was designed to meet a wide range of industry requirements and includes features such as unlimited user access, and a prepaid wallet system operating on pay-per-use and pay-per-hour models. 

March 2024

Salesforce, a leading provider of CRM services in Saudi Arabia, announced the launch of Pro Suite, a flexible, scalable, all-in-one platform for small businesses to get started on AI CRM. Powered by the company’s Einstein 1 platform and data cloud, Pro Suite ensured to help customers grow their operations with ready-to-use and easy-to-implement solutions.

March 2024

Zoho Corporation, a globally known CRM solutions provider, launched its first two Middle East data centres in Saudi Arabia in line with the country’s Personal Data Protection Laws (PDPL). The data centres, fully operational by now, ensure that local data does not exceed Saudi Arabia’s territorial boundaries. 

June 2021

Kinan, a leading real estate manager in Saudi Arabia, selected Yardi technology to streamline and digitise its commercial operations to provide a better customer experience. As a result, Yardi will be implementing Lease Manager CRM to help automate the company’s full lead-to-lease cycle. 

Increased Use of Mobile CRM Tools Propelling the Growth of Saudi Arabia Customer Relationship Management Market

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. 

Rising E-commerce Sales Adding to the CRM Market Revenue in Saudi Arabia

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.

Integration of AI and Cloud Technologies are Enhancing Productivity in the CRM Market

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.

Increased Preference for Personalised Customer Experience is Creating New Market Opportunities

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 Industry Segmentation

“Saudi Arabia 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

Saudi Arabia Customer Relationship Management Market Share

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.

Leading Companies in the Saudi Arabia Customer Relationship Management Market

The market participants are promoting the adoption of cloud-based CRM for cost-effective and scalable solutions.

• IBM Corporation
• Oracle Corporation
• SAP SE
• Microsoft Corporation
• Odoo Tec KSA
• Adobe Inc.
• Infor Inc.
• Pegasystems Inc.
• Others