Customer satisfaction play an important role in businesses to avoid churning of customers. Hence, the need for adoption of CRM software is essential for a systematic approach by businesses towards maintenance of customer interaction and to understand the requirements of customers and serve them efficiently. The report titled CRM software showcases an in-depth analysis of the overall CRM software market in terms of market size, end-users, deployment model and verticals served. This report also forecasts the growth numbers till 2021(on a YoY basis) and hence suggests the compound annual growth for the estimated period. The report brings about a detailed description about developed and emerging CRM markets globally.

1. Customer Relationship Management (CRM) - Outlook
(2017-21)
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2

3. Table
of Contents
5. Market Segmentation
5.1 . Region
North America
Europe
APAC
South America
RoW
5.2 . Deployment
On Premise
Cloud
5.3 . End User
Enterprise
Mid Size
Small Business
5.4 . Industry
Retail
Financial Services
IT & Telecommunication
Healthcare
Travel
Government
Others
6. List of Tables
7. List of Charts
1. Introduction
1.1. Report Description
1.2. Objective
1.3. Scope of the Research
1.4. Regions Covered
1.5. Key Takeaways
1.6. Key Stakeholders
1.7. Key Terminologies
1.8. List of Abbreviations
2. Executive Summary
2.1. Executive Overview
3. Research and Forecasting
3.1. Research Methodology
3.2. Forecasting Methodology
4. Industry Landscape
4.1. Market Size and Growth
4.2. Competitive Landscape
4.3. Market Share
4.4. Company Classification
4.5. Region Outlook
4.6. Market Metrics
4.7. Porter's Five Forces Model
4.8. Key Drivers Analysis
4.9. Key Constraints Analysis
4.10. Key Opportunities Identified
4.11. Key Challenges Identified
3

4. List of Tables
Table 1: Market Estimation and Forecast Methodology, 2016
Table 2: Significance and Importance of the Market Forecast, 2016
Table 3: Market Size and Forecasting, 2017-2021
Table 4: Market Share, 2016
Table 5: Classification By Software Launched
Table 6: Classification By Company Headquarters
Table 7: Classification By Company Headcount
Table 8: Market Metrics
Table 9: Competitive Landscape, 2016
Table 10: Market Drivers Ranked in Order of Impact, 2017-2021
Table 11: Impact of Top Industry Drivers on Business Functions, 2017-2021
Table 12: Market Constraints Ranked in Order of Impact, 2017-2021
Table 13: Impact of Top Industry Constraints on Business Functions, 2017-2021
Table 14: Market Opportunities Ranked in Order of Impact, 2017-2021
Table 15: Impact of Top Industry Opportunities on Business Functions, 2017-2021
Table 16: Market Challenges Ranked in Order of Impact, 2017-2021
Table 17: Impact of Top Industry Challenges on Business Functions, 2017-2021
Table 18: Market Size & Forecasting of North America, 2017-2021
Table 19: Market Size & Forecasting of Europe, 2017-2021
Table 20: Market Size & Forecasting of APAC, 2017-2021
Table 21: Market Size & Forecasting of South America, 2017-2021
Table 22: Market Size & Forecasting of RoW, 2017-2021
Table 23: Market Size & Forecasting of On Premise, 2017-2021
Table 24: Market Size & Forecasting of Cloud, 2017-2021
Table 25: Market Size & Forecasting of Enterprise, 2017-2021
Table 26: Market Size & Forecasting of Mid Size, 2017-2021
Table 27: Market Size & Forecasting of Small Business, 2017-2021
Table 28: Market Size & Forecasting of Retail, 2017-2021
Table 29: Market Size & Forecasting of Financial Services, 2017-2021
Table 30: Market Size & Forecasting of IT & Telecommunication, 2017-2021
Table 31: Market Size & Forecasting of Healthcare, 2017-2021
Table 32: Market Size & Forecasting of Travel, 2017-2021
Table 33: Market Size & Forecasting of Government, 2017-2021
Table 34: Market Size & Forecasting of Others, 2017-2021
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5. List of Charts
Chart 1: Market Size and Forecasting, 2017-2021
Chart 2: Region Outlook, 2016
Chart 3: Market Size & Forecasting of North America, 2017-2021
Chart 4: Market Size & Forecasting of Europe, 2017-2021
Chart 5: Market Size & Forecasting of APAC, 2017-2021
Chart 6: Market Size & Forecasting of South America, 2017-2021
Chart 7: Market Size & Forecasting of RoW, 2017-2021
Chart 8: Market Size & Forecasting of On Premise, 2017-2021
Chart 9: Market Size & Forecasting of Cloud, 2017-2021
Chart 10: Market Size & Forecasting of Enterprise, 2017-2021
Chart 11: Market Size & Forecasting of Mid Size, 2017-2021
Chart 12: Market Size & Forecasting of Small Business, 2017-2021
Chart 13: Market Size & Forecasting of Retail, 2017-2021
Chart 14: Market Size & Forecasting of Financial Services, 2017-2021
Chart 15: Market Size & Forecasting of IT & Telecommunication, 2017-2021
Chart 16: Market Size & Forecasting of Healthcare, 2017-2021
Chart 17: Market Size & Forecasting of Travel, 2017-2021
Chart 18: Market Size & Forecasting of Government, 2017-2021
Chart 19: Market Size & Forecasting of Others, 2017-2021
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Introduction 01 6

7. 1. Introduction
1.1. Report Description
Customer relationship management has played a vital role in building a strong relationship between
business organisations and customers. The increase in customer attrition and the need for an effective
customer engagement has made adoption of CRM software essential in business organisations in order to
gain customer loyalty.
Customer satisfaction play an important role in businesses to avoid churning of customers. Hence, the need
for adoption of CRM software is essential for a systematic approach by businesses towards maintenance of
customer interaction and to understand the requirements of customers and serve them efficiently.
The report titled CRM software showcases an in-depth analysis of the overall CRM software market in terms
of market size, end-users, deployment model and verticals served. This report also forecasts the growth
numbers till 2021(on a YoY basis) and hence suggests the compound annual growth for the estimated
period. The report brings about a detailed description about developed and emerging CRM markets
globally.
1.2. Objective
1.To understand the trend in adoption of CRM Software and to focus on those factors that are influencing
and affecting the growth of CRM software.
2. To estimate the size of present global CRM market and its forecast.
1.3. Scope of the Research
The scope of the research was limited to understanding the market share across segments. Key drivers,
constraints and challenges along with their impact on various business functions in both short term and
long term were addressed, segmentation and forecasting were done based on:
1. End-User
2. Verticals
3. Deployment type (on premise vs cloud)
4. Region based segmentation
1.4. Regions Covered
1. North America(US and Canada and Mexico )
2. Europe(United Kingdom, France, Germany, Italy, Spain)
3. APAC(Australia ,India, Singapore and others)
4. South America(Brazil, Argentina and others)
5. Row (Middle East and Africa, Israel. )
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8. 1.5. Key Takeaways
The research conducted has been significant in understanding key trends of CRM software in different
regions and to identify the drivers and constraints impacting the growth of the CRM software.
1. North America and Europe hold a major share and have been significant adopters of CRM software. As
higher importance is given for customer engagement and customer satisfaction in these nations, the CRM
software will retain its demand in North America and Europe.
2. The CRM software vendor companies have paid more attention towards customer data privacy and
security. This is being done in order to abide to strict government norms and regulations that are in place to
prevent data breaches and cyber-attacks.
3. Asia Pacific and South America are emerging markets in adoption of CRM software. Preference is given to
local CRM vendor due to extreme localisation needs that will further impact penetration into these markets.
4. Financial services and retail industries have been significant adopters of CRM software, as quick
accessibility of data and providing of real time services play a crucial role in these industries. Thus, CRM
software has become an essential tool in these industries to retain customers by providing customer centric
service.
5. On premise CRM software hold the major share as enterprise level businesses prefer to have complete
control over data. Using on premise CRM software, companies will know the data centre location hence,
quick measures can be taken during downtime to avoid impact on business process.
6. Cloud based CRM software is growing as effective solution, enabling small and medium companies to
overcome budget constraints.
7. Social media platform has been an effective tool for customer engagement and campaign management.
Hence, adoption of social CRM will support businesses to promote their products effectively and also stay
responsive towards customer queries and complaints. Thus, social CRM is expected to grow in the days to
come.
1.6. Key Stakeholders
The key stakeholders for CRM software are those budding start-ups looking for innovation in CRM software.
These companies can be benefited from this report, as they would be able to understand market scenario
and requirements of the customers.
1. Small and midsize business planning to adopt CRM software in their operations to gain efficiency and
offer customer centric service.
2. Financial services, healthcare, retail industries will benefit from this report as the necessity for adoption
of CRM software is high in these industries to provide customer oriented services.
3. Software product developers and cloud based solution providers can utilize this report to understand
trend, customer requirements and accordingly develop products as per the requirements.
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Executive Summary 02 9

10. 2. Executive Summary
2.1 Executive Overview
The increase in customer attrition has driven business organisations to adopt a systematic approach
towards customer data management in order to track customer behavior. CRM software support business
organisations to develop effective sales and marketing strategies to gain profitability.
Adoption of CRM software has become essential in business organisations to obtain a complete view of
customer data through quick and easy flow of information in business organisations. CRM software
supports businesses in segmentation of customers to utilize cross sell and upsell opportunities by
approaching customers with products that suits their requirements.
Customers expect businesses to be quick in responding to their queries and complaints. This has increased
the necessity for businesses to adopt CRM solution that offers effective contact centre management and, to
respond to customer's complaints and queries in real time without latency. Customers' higher usage of
digital channels has made customer engagement and satisfaction, play a crucial role to gain customer
loyalty. Hence, business are trying to stay connected to customers through social media platform by
adoption of social CRM software.
Financial services and retail industry have been major adopter of CRM software.
In financial services, the necessity to provide real time service to customer is high. Hence, adoption of CRM
software will help in quick accessibility of customer's profile is possible in real time. These requirements of
financial services to track customer transactional behavior, to offer better products that meet customer
requirements to gain cross sell and upsell opportunities has made CRM software essential.
The requisite for obtaining a sheer view of customer profile has become important in financial services to
track customer's transactional behavior, avoid illicit funding from wrong sources and to prevent identity
theft. Hence, financial services is termed to be a major adopter of CRM software.
In retail sector, higher dependence of customers on digital channels to meet retail their requirements has
increased. Digital channels provide a wide variety of option under a single platform for customers to select
by comparing brands, features and prices. This has resulted in reduced customer loyalty of most of the
customers these days.
The need to understand customer preference and make smart inventory choices is important in retail
industry. Hence, adoption of CRM software is important in retail businesses to provide targeted options to
customers. This in-turn, will provide a greater opportunity for retail businesses to effectively upsell and
cross sell.
In healthcare industry, easy flow of patient's data is crucial to make effective medical decisions at the right
time. The need to track patient's health progression and keep patients informed regarding their health
check-ups, through automated updates have made adoption of CRM software important.
Patient's necessity have increased to make informed health decisions under medical emergencies through
doctor's guidance. This has made Adoption of social and mobile CRM important in medical center to
provide patients centric services. Hence the necessity to keep patients in contact with doctors through
online channels like mobile apps and social media has increased in healthcare industries.
Asia Pacific are emerging regions in CRM adoption
10

11. Businesses in North America form the biggest adopters of CRM software. Companies here give greater
importance to customer engagement and, satisfying the customers is of prime importance. To do this,
businesses have to understand the needs of their customers and possessing of tools like CRM software
would certainly help them in this direction.
Cloud based CRM software is gaining significance as the onus of software upgrades, data centre
maintenance is on the vendor. As cost reduction and return on investment (ROI) play a crucial role in small
and midsize businesses. These cloud based CRM solutions has been an effective method for small and
midsize businesses to overcome budget constraints.
Pay as you go subscription model of cloud based CRM solution has been an effective method for cost
reduction. Hence, North America government has paid attention for cost reduction in government services
through adoption of cloud based CRM software, from cloud CRM vendor companies that is certified under
government certification known as "FEDRAMP".
On premise CRM software, has greater adoption in businesses where high importance is given for meeting
customization needs, and to have complete control over customers data so as to ensure better security and
protection of data.
In Europe, the government norms and regulations are strict over customer data privacy and security. These
reasons have made businesses to adopt an organised approach towards customer data management to
avoid identity theft and data breaches. Hence Europe businesses has given higher importance towards
adoption of CRM software.
Language barriers, cultural differences in Europe will have an impact on foreign CRM vendor companies.
Preference of local vendors is high in Eastern Europe. However, Western Europe is flexible towards adoption
of CRM software if customization needs of business are met by foreign vendors.
Adoption of cloud based CRM software is expected to grow, due to low upfront investment, easy
implementation and low maintenance. With customer data privacy play a major role in Europe businesses
preference of private cloud over public cloud is high.
In Asia pacific, businesses have given high importance to understand and meet customer requirements in
order to gain customer loyalty and achieve profitability. Hence, adoption of CRM software is expected to
grow significantly in Asia pacific.
In Asia Pacific, variability in IT infrastructure, cultural differences and language barriers will impact CRM
software vendor companies trying to penetrate into the CRM market. Hence, CRM vendor companies have
to possess a keen knowledge on local business needs and methodology in order to achieve software
localisation and customisation.
Enterprise level businesses have been major adopters of CRM software in Asia pacific region. With the need
for effective customer engagement and satisfaction is high in enterprise businesses, adoption of CRM
software has become essential in enterprise businesses to serve customers efficiently.
Budget constraints and misfit in integration after adoption of on premise CRM software will adversely affect
return on investments (ROI) for small and midsize businesses. Therefore adoption of on premise CRM
software by midsize and small businesses is not as effective compared to enterprise businesses. Hence cost
efficient cloud based CRM software is gaining significance in small and midsize businesses of Asia Pacific
region.
South America has been emerging as a favourable IT and call centre destination, due to preference of the
US companies for nearshore services and similar time zones. Hence, the necessity to satisfy offshore and
nearshore customers through effective customer engagement has made adoption of CRM software to grow
11

12. significantly in businesses of South America.
South America businesses have unique and complex CRM requirements because of language and cultural
differences. Basic fields like names could lead to misfit in customisation as after adoption of CRM software,
as the approach towards naming a person differs between nations of South America. This differences make
foreign CRM vendor companies difficult to achieve software localization and customization in South
America.
Local CRM vendors in South America, have an upper hand compared to foreign vendors as they are able to
understand local business needs and deliver customised CRM software for businesses to meet their complex
CRM requirements.
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Research and Forecasting 03 13

14. 3.1. Research Methodology
Base Year: 2016
Forecasting Period: 2017 - 2021
3.1.1. Sampling
The leading suppliers of each end-user product categories that were chosen to provide a larger
representative sample.
Purposive unit sampling was adopted for every service segment such as verticals, regions, end-users and
others. This was resorted to, in order to elicit the appropriate inputs with regard to the qualitative growth
aspects of the market.
3.1.2. Secondary Research
The research methodology that was carried out was desk research through various journals, association
reports, and in house database to build a knowledge base on various market service segments, product
categories and industry trends.
Various fact based data was analyzed. Some of the sources included:
a. ResearchFox Knowledge Base:
Previous data on the market has been put through a rigorous and comprehensive analysis to analyze
the current state.
b. Desk Research:
Industry reports, annual reports, press releases, webinars, journals and publication, independent rating
agencies and government statistics.
3.1.3. Primary Research
Primary interviews were conducted among various stakeholders:
Product and service companies
Members of associations and alliances
Subject Matter Experts and Evangelists
Consultants and Strategists
14

15. 3.1.4. Industry Information
It was essential to understand the current industry landscape, market dynamics, security ecosystem and
competitor metrics. To estimate the global market, Chief Experience Officers (CXOs), Marketing Heads, Sales
Managers and product stakeholders were interviewed.
3.1.5. Technical Information
In addition to the interviews with leading participants for industry-related information, ResearchFox
conducted interviews with Research and Development (R&D) and Design and Development teams to
understand the current usage of the products by service type and also to find out the emerging trends.
Finally, interviews with suppliers were conducted to cross check the validity of information and also to
understand the emerging trends in the end-user segment.
The detailed methodology for primary research is outlined below.
3.1.6. Primary Interview Questionnaire Design
ResearchFox developed a detailed questionnaire, which was used by the analysts as a guide for their
discussions. This process ensured the collection of all necessary data. The questionnaire was designed to
elicit unbiased industry level data (market size, production, sales, and others), that had check points
(questions such as company level information and their position in the industry acted as check points) to
ensure accuracy of the data. The questionnaire included the following sections:
1. Industry level information
2. Characteristics and Dynamics
3. Company-specific information
4. Market segmentation data
3.1.7. Interview Questionnaire Test and Validation
Following the design of the questionnaire, ResearchFox carried out some initial interviews to verify that the
appropriate market and technology data was generated. After the final design of the questionnaire,
ResearchFox began full scale primary research. Specific companies targeted for primary research interviews
were selected based upon market participation. Higher was the entity's profile, more attractive was the
entity.
15

16. 3.1.8. Interview Process
As participants respond in the course of an interview, ResearchFox analysts are trained to move from lower
priority and/ or sensitive topics to increasingly key and/or sensitive topics in response to the interviewee's
behavior. This responsive and reflective interview process, combined with the analysts' ability to discuss the
industry and technical issues in an open and sharing environment, allows ResearchFox to probe for key
data, operations, and competitive information. Multiple contacts within a single organization and with an
individual are often planned and/or staged in order to optimize and complete the information gathering
process.
3.1.9. Research Validation
At a point, when 20 percent of the research interviews and/or data collection had been completed,
ResearchFox consultants evaluated the preliminary findings to assure that up-to-date results are in line with
project objectives. The analyst team analyzed the information from the interviews and information was
validated through a combination of the following validation techniques:
Cross checking with other primary data and previously developed in-house research
Review of secondary information, such as trade journals, annual reports and industry directories
16

17. 3.2. Forecasting Methodology
3.2.1. Step-by-Step Methodology for Market Estimation and Forecasting
Market Estimation and Forecast Methodology, 2016
Step Method
1
Understand the market mechanism for the market through structured, systematic and theoretically established
norms of analyzing, designing, introducing and quality assurance of the market estimation
2 Measuring the various market drivers, constraints, opportunities and challenges at regular intervals of time
3 Integrate expert-opinion of discussions in consultation with the ResearchFox Analyst team
4 Market estimation and forecast calculation
5 Delphi method and Causal Analysis used as and when required
6
Rigorous quality check with heads of Research Team, Subject Matter Experts and Consultants before final
publication
Source:ResearchFox
Significance and Importance of the Market Forecast, 2016
Sr. No. Significance and Importance
1 Helps revisit on the company's R&D investments
2 Keeps the Sales and Marketing team posted on the market prospects
3 Strategize investment and expansion plans
4 Improve business planning
5 Helps create business aims and set sales figures within the company
6 Aware of the current market competition
7 Support plans for Merger and Acquisition (M&A)
Source: ResearchFox
17

18. 4.1. Sample Table
Customer Relationship Management (CRM) - Outlook (2017-21) Market Revenue
Forecasts by Regions (2016 - 2021)
Market Revenue Forecasts by Regions (2016 - 2021)
Year USA Europe APJ ROW
2016 X X X X
2017 X X X X
2018 X X X X
2019 X X X X
2020 X X X X
2021 X X X X
CAGR X X X X
Source: ResearchFox
4.2. Sample Chart
Customer Relationship Management (CRM) - Outlook (2016-21) Enterprise Verticals
Market Revenue Forecasts
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