CRM Analytics Market - Growth, Trends, COVID-19 Impact, and Forecasts (2023 - 2028)

The CRM Analytics Market is segmented by Type (Sales and Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics), Deployment (On-premise, Cloud), End-user Industry(BFSI, Healthcare, Retail, Telecom and IT, Media and Entertainment), and Geography.

CRM Analytics Industry Overview

CRM Analytics Market Size
Study Period: 2018 - 2028
Fastest Growing Market: Asia Pacific
Largest Market: North America
CAGR: 12.8 %

Major Players

CRM Analytics Market Major Players

*Disclaimer: Major Players sorted in no particular order


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CRM Analytics Market Analysis

The CRM analytics market registered a CAGR of 12.8%, over the forecast period (2021-2026). Lead management has been traditionally managed by the company’s sales team with the help of customer relation management (CRM) and record data from all human interactions (calls, direct mail, and other marketing tools). CRM has become a must-have for enterprises of all sizes as has ERP system became for managing supply chain activities.

  • With the availability of multiple platforms to reach potential customers and retain the already existing ones, the need for a unified solution to manage the leads becomes evident. CRM software integrates email, social media, and other platforms to enable marketers capture every conversation and store the data in the CRM.
  • The increasingly competitive landscape across industries, like Retail, Telecom, Media and Entertainment, among others have made the brands increase their digital ad spends to attract new customers and even retain the already existing customers. More than 30% of banking revenues could be at risk, owing to the new competitors and digital banking services according to Accenture.
  • Considering the ongoing trend of Omnichannel presence across industries, including retail, BFSI, and manufacturing, among others, marketers are using multi-channel strategy to fulfill different purposes, like Brand awareness, Brand building, Lead/Sales generation, and customer retention.

CRM Analytics Industry Segments

Customer relationship management analytics (CRM analytics) refers to applications used to assess a firm’s customer data to facilitate and streamline business choices. CRM analytics also may be used for online analytical processing (OLAP) through the usage of data mining. CRM analytical tools use a range of application that help measure the usefulness of customer-related processes and eventually provide customer categorization, such as profitability analysis, event monitoring, what-if scenarios, predictive modeling, etc.

By Type
Sales and Marketing Analytics
Contact Center Analytics
Customer Analytics
Social Media Analytics
Other Types
By Deployment
By End User
Health Care
Telecom and IT
Media and Entertainment
Other End Users
North America
Rest of Europe
Rest of Asia-Pacific
Latin America
Middle East & Africa

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CRM Analytics Market Trends

This section covers the major market trends shaping the CRM Analytics Market according to our research experts:

Retail Industry is Expected to Occupy Significant Market Share

  • A number of new players are emerging amid the longstanding established players in the retail market to leverage market growth. New players are adopting e-commerce business model to benefit from the increasing smartphone usage. Thus, the vendors in the market are exposed to opportunities to increase their client base.
  • With e-commerce giants, like Amazon, making USD 71.84 billion in online sales, the brick-and-mortar retail giants, like Walmart, Macy’s, among others are struggling to keep up. A few of the brick-and-mortar retailers are cutting store locations and focusing on a smaller number of stores to efficiency and flexibility to sustain the competition. These retailers are also adopting the online business platform for new revenue streams and to create an omnichannel presence.
  • In such a competitive retail market, the need for new customer acquisition and retention of the existing customers becomes crucial for the retailers. Considering the figures provided by Microsoft, that 60% of the customers switch brands because of poor satisfaction, the retail brands are expected to drive substantial revenues in the market studied over the forecast period.
  • A US Census report of 2017 revealed that 90% of all retail purchases in America were made in brick-and-mortar stores. Also, 43% of American millennials prefer to research brands and products online before shopping in-store. Retailers are targeting the online traffic, especially during the holiday seasons to lure these consumers, thus, securing their cash flows.
CRM Analytics Market Share

North America Region Accounts for a Major Share in CRM Analytics Market

  • North America contributed to the largest market share in the global market. This is mainly due to growth in the data and increased awareness to retain valuable customer.
  • Growing industries such as BFSI, telecommunications and IT, healthcare and life science, transportation and logistics, and others are fuelling the global CRM analytics market growth. 
  • A US Census report of 2017 revealed that 90% of all retail purchases in America were made in brick-and-mortar stores. Also, 43% of American millennials prefer to research brands and products online before shopping in-store. Retailers are targeting the online traffic, especially during the holiday seasons to lure these consumers, thus, securing their cash flows.
  • Also, the region is a forerunner in the cloud services adoption and is home to some of the prominent cloud-based marketing solutions providers such as IBM, Infor, Salesforce, amongst various others. This poses significant opportunities for industries seeking to deploy cloud-based solutions.
  • Furthermore, Salesforce Marketing Cloud teamed up with Google Analytics in 2017. Through this collaboration, the two companies will integrate their data together to provide access to both companies’ pools of stats when advertisers are running campaigns. Thus, potential such collaboration in the region is deemed to benefit the cloud-based CRM market.
CRM Analytics Market Analysis

CRM Analytics Market Competitor Analysis

The CRM Analytics market is highly competitive and consists of several major players. These major players with a prominent share in the market are focusing on expanding their customer base across foreign countries. These companies are leveraging on strategic collaborative initiatives to increase their market share and increase their profitability.

  • May 2019 - Vodafone Idea Limited announced signing a multi-million-dollar five-year agreement with IBM to deliver an enhanced customer experience to millions of connected consumers and businesses in India. In addition, this engagement will also contribute to Vodafone Idea’s merger synergy objectives by reducing its IT-related costs. The collaboration will provide Vodafone Idea with a hybrid cloud-based digital platform to enable more intimate engagement with its over 387 million subscribers (as of December 31, 2018), enhancing business efficiency, agility, and scale plus simplification of its business processes. 

CRM Analytics Market Top Players

  1. Oracle Corporation

  2. SAP SE

  3. IBM Corporation

  4. Microsoft Corporation

  5. SAS Institute, Inc.

*Disclaimer: Major Players sorted in no particular order

Oracle Corporation, SAP SE, IBM Corporation, Microsoft Corporation, SAS Institute, Inc.

CRM Analytics Market Report - Table of Contents


    1. 1.1 Study Deliverables

    2. 1.2 Study Assumptions

    3. 1.3 Scope of the Study




    1. 4.1 Market Overview

    2. 4.2 Introduction to Market Drivers and Restraints

    3. 4.3 Market Drivers

      1. 4.3.1 Rise in Demand for Global Consumer Goods

      2. 4.3.2 Need for Comprehensive Understanding of consumer Behavior

    4. 4.4 Market Restraints

      1. 4.4.1 Data Management and Integration

      2. 4.4.2 Lack of Awareness on CRM analytics market

    5. 4.5 Industry Attractiveness - Porter's Five Force Analysis

      1. 4.5.1 Threat of New Entrants

      2. 4.5.2 Bargaining Power of Buyers/Consumers

      3. 4.5.3 Bargaining Power of Suppliers

      4. 4.5.4 Threat of Substitute Products

      5. 4.5.5 Intensity of Competitive Rivalry


    1. 5.1 By Type

      1. 5.1.1 Sales and Marketing Analytics

      2. 5.1.2 Contact Center Analytics

      3. 5.1.3 Customer Analytics

      4. 5.1.4 Social Media Analytics

      5. 5.1.5 Other Types

    2. 5.2 By Deployment

      1. 5.2.1 On-premise

      2. 5.2.2 Cloud

    3. 5.3 By End User

      1. 5.3.1 BFSI

      2. 5.3.2 Health Care

      3. 5.3.3 Retail

      4. 5.3.4 Telecom and IT

      5. 5.3.5 Media and Entertainment

      6. 5.3.6 Other End Users

    4. 5.4 Geography

      1. 5.4.1 North America

        1. US

        2. Canada

      2. 5.4.2 Europe

        1. France

        2. Germany

        3. UK

        4. Rest of Europe

      3. 5.4.3 Asia-Pacific

        1. China

        2. India

        3. Japan

        4. Rest of Asia-Pacific

      4. 5.4.4 Latin America

      5. 5.4.5 Middle East & Africa


    1. 6.1 Company Profiles

      1. 6.1.1 Oracle Corporation

      2. 6.1.2 SAP SE

      3. 6.1.3 IBM Corporation

      4. 6.1.4 Microsoft Corporation

      5. 6.1.5 SAS Institute, Inc.

      6. 6.1.6 Accenture PLC

      7. 6.1.7 Infor

      8. 6.1.8 Teradata Corporation

      9. 6.1.9 Angoss Software Corporation

      10. 6.1.10, Inc.

    2. *List Not Exhaustive


**Subject to Availability
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CRM Analytics Market Research FAQs

The CRM Analytics Market is studied from 2018 - 2028.

The CRM Analytics Market is growing at a CAGR of 12.8% over the next 5 years.

Asia Pacific is growing at the highest CAGR over 2018 - 2028.

North America holds highest share in 2021.

Oracle Corporation, SAP SE, IBM Corporation, Microsoft Corporation, SAS Institute, Inc. are the major companies operating in CRM Analytics Market.

CRM Analytics Industry Reports

In-depth industry statistics and market share insights of the CRM Analytics sector for 2020, 2021, and 2022. The CRM Analytics research report provides a comprehensive outlook of the market size and an industry growth forecast for 2023 to 2028. Available to download is a free sample file of the CRM Analytics report PDF.

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