Global Social Customer Relationship Management (CRM) Industry

Global Social Customer Relationship Management (CRM) Industry

  • September 2020 •
  • 178 pages •
  • Report ID: 5799672 •
  • Format: PDF
Global Social Customer Relationship Management (CRM) Market to Reach $244.4 Billion by 2027

Amid the COVID-19 crisis, the global market for Social Customer Relationship Management (CRM) estimated at US$16.8 Billion in the year 2020, is projected to reach a revised size of US$244.4 Billion by 2027, growing at a CAGR of 46.6% over the analysis period 2020-2027. Social Monitoring, one of the segments analyzed in the report, is projected to record a 49.7% CAGR and reach US$68.6 Billion by the end of the analysis period. After an early analysis of the business implications of the pandemic and its induced economic crisis, growth in the Social Listening segment is readjusted to a revised 46% CAGR for the next 7-year period.

The U.S. Market is Estimated at $5.1 Billion, While China is Forecast to Grow at 43.8% CAGR

The Social Customer Relationship Management (CRM) market in the U.S. is estimated at US$5.1 Billion in the year 2020. China, the world`s second largest economy, is forecast to reach a projected market size of US$38 Billion by the year 2027 trailing a CAGR of 43.8% over the analysis period 2020 to 2027. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 42.7% and 39.3% respectively over the 2020-2027 period. Within Europe, Germany is forecast to grow at approximately 31.5% CAGR.

Social Mapping Segment to Record 42.1% CAGR

In the global Social Mapping segment, USA, Canada, Japan, China and Europe will drive the 42% CAGR estimated for this segment. These regional markets accounting for a combined market size of US$1.2 Billion in the year 2020 will reach a projected size of US$14.5 Billion by the close of the analysis period. China will remain among the fastest growing in this cluster of regional markets. Led by countries such as Australia, India, and South Korea, the market in Asia-Pacific is forecast to reach US$30 Billion by the year 2027.We bring years of research experience to this 7th edition of our report. The 178-page report presents concise insights into how the pandemic has impacted production and the buy side for 2020 and 2021. A short-term phased recovery by key geography is also addressed.

Competitors identified in this market include, among others,
  • IBM Corporation
  • Jive Software, Inc.
  • Lithium Technologies, LLC
  • Microsoft Corporation
  • NetSuite, Inc.
  • Oracle Corporation
  • Pegasystems, Inc.
  •, Inc.
  • SAP SE
  • SugarCRM, Inc.