Europe Cloud CRM Market - Growth, Trends, COVID-19 Impact, and Forecasts (2021 - 2026)

Europe Cloud CRM Market is Segmented by Deployment Type (Public Cloud, Private Cloud, Hybrid Cloud), Enterprise Size (Small and Medium Enterprises, Large Enterprises), End User Vertical (IT and Telecommunication, BFSI, Government, Retail, Industrial Manufacturing, Energy and Power), and Country.

Market Snapshot

Study Period: 2018 - 2026
Base Year: 2020
CAGR: 5.3 %

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Market Overview

The Europe cloud CRM market is expected to grow at 5.3% CAGR during the forecast period of 2021-2026. Earlier, European countries had faced a growing range of challenges pertaining to numerous digitalization impacts. Recently, the European Union released a declaration for digital transformation initiatives, a significant step in launching the ‘European way’ of digitally transforming cities and communities. These initiatives will boost the cloud-based technologies market in the coming years.

  • According to the “CRM Cloud Survey Report” published by SoftClouds, more than 80% of companies use CRM systems for sales process automation and sales reporting. As stated by Salesforce, CRM software improves employee productivity, improves customer retention, and reaps other business benefits. The enterprises that leverage CRM’s capabilities to the full are expected to succeed, while businesses that deny a need in CRM will lose their competitive edge over its competitors.
  • Governments of various countries in Europe have implemented strict compliances for data privacy; many CRM solutions help companies adhere to the data privacy compliances.
  • Several education institutes in Europe run non-profit businesses, and CRM is critical for running the non-profit education business. Microsoft donated USD 1 billion to offer Microsoft Cloud Services for NPOs and researchers in universities, globally. Several Microsoft Cloud Services will be provided to nearly 70,000 NPOs across the world. CRM Online is one of these services, which would enable NPOs manage correspondences with donors and beneficiaries.
  • CRM vendors during the COVID-19 pandemic are facing a time of unprecedented challenges and significant opportunities. During the pandemic, UK-based MCI Club has announced the extension of the free eKeeper Lite CRM solution to brokers amidst the COVID-19 pandemic.
  • Furthermore, in March 2020, Zendesk released its “Zendesk Benchmark Snapshot” to highlight the global impact of the current COVID-19 pandemic on enterprises. Zendesk Benchmark Snapshot is providing the analysis based on customer interactions at the pandemic stage, which will help the businesses quickly find the customer demand trends.

Scope of the Report

Customer relationship management is a data-driven method to manage an enterprise's interaction with existing and potential customers. The market scope of Europe cloud CRM tracks down the adoption of different types of cloud-based CRM solutions used by several end-user verticals such as IT & telecommunication, BFSI, government, retail, energy & power, etc. The market study also focuses on the impact of COVID-19 on the European market ecosystem. In the report scope, the existing solution provider landscape has also covered, which consists of major players operating in the market.

Deployment Type
Public Cloud
Private Cloud
Hybrid Cloud
Enterprise Size
Small and Medium Enterprises
Large Enterprises
End User Verticals
IT and Telecommunication
Energy and Power
Other End User Verticals
United Kingdom
Rest of Europe

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Key Market Trends

Small and Medium Enterprise Segment is Expected to Grow Significantly

  • The development of SMEs has been a focal point of interest of National Promotional Institutions (NPIs) for earlier years and will continue to be an essential task. Small and medium enterprises drive investment and innovation, create substantial value addition, and provide the majority of job opportunities in European countries, including Germany, France, Spain, and the United Kingdom.
  • To keep European small businesses viable and competitive, KfW, Bpifrance, BGK, ICO, and the British Business Bank strive to improve access to finance for SMEs. Despite significantly favorable financing conditions and low-interest rates, innovative and young SMEs, in particular, experienced enormous financing difficulties. This evidence suggests that promotional funds can cover a considerable part of the financing gap.
  • Cloud migration is one of the significant problems for SMEs to implement cloud-based customer relationship management solutions for their businesses. In April 2020, CRM provider vCita partnered with Mastercard in Europe to help SMEs run in a more digital-first environment. The newly formed alliance will offer a full learning and management solution that will help SMEs to migrate into the cloud.
  • Major cloud-based CRM providers are taking the initiative to drive the adoption of cloud-based solutions for promoting small and medium businesses. For example, Hubspot offers detailed reports on sales activity, individual performance, and productivity for a sales team’s success. With Hubspot’s free CRM offering, the users can enjoy unlimited customer data and 1,000,000 contacts with no time limit or expiration date.
Europe Cloud 1.png

The United Kingdom is Expected to Hold a Significant Share

  • The major driver for the growth of the United Kingdom country segment is the significant presence of technology providers and the increasing number of SMEs in the business landscape. These players focus on entering into partnerships, merger-acquisitions, and innovative solutions offerings to stay in the regional and globally competitive market landscape.
  • For instance, in July 2019, Ernst & Young Global LLP, a UK-based advisory organization, acquired C Centric Solutions to broaden its capacity to offer a wide range of CRM services.
  • In November 2019, Eudonet, a CRM technology provider with a significant presence in the United Kingdom, acquired Dutch firm Stb. The acquisition, the company expects, will allow it to enter the Dutch market by targeting professional associations and other prominent sectors.
  • However, data migration is one of the major obstacles to cloud CRM implementation in the country’s market scenario. Other concerns like the availability of resources to get things done alongside the day job or resistance to change among CRM users are also restraining the growth at a significant level.
  • Most of the UK’s enterprises feel that GDPR has had an impact on how they deal with data. Some enterprises have introduced procedures and policies around data collection, data aging and data removal, security measures, and so on. Others have set up secure portals to communicate with customers and partners or have moved to an opt-in model.

Competitive Landscape

The Europe cloud CRM market is moderately competitive and comprises a significant number of global and regional players. These players account for a considerable share in the market and focusing on expanding their client base across the globe. These players are investing their resources on research and development to introduce new solutions, strategic partnerships, and other organic & inorganic growth strategies to earn a competitive edge over the forecast period.

  • March 2020 - SuprNation, the award-winning operator, became the newest business to switch to FAST TRACK CRM to manage player engagement. SuprNation announced to roll out FT CRM across its three brands, beginning with VoodooDreams. The SuprNation team was previously known for its innovative approach to the iGaming world, having won multiple awards to contribute to the industry.
  • March 2020 -Salesforce had announced new industry-specific innovations for healthcare industry-based solutions built on Salesforce CRM. This solution will improve health outcomes and enhance operational efficiency by connecting people, data, and processes on a unified platform. Newly added capabilities include relationship management tools in Health Cloud to offer the growth of healthcare service provider relationships with several new use cases.

Table of Contents


    1. 1.1 Study Assumptions and Market Definition

    2. 1.2 Scope of the Study




    1. 4.1 Market Overview

    2. 4.2 Industry Attractiveness - Porter's Five Forces Analysis

      1. 4.2.1 Threat of New Entrants

      2. 4.2.2 Bargaining Power of Buyers/Consumers

      3. 4.2.3 Bargaining Power of Suppliers

      4. 4.2.4 Threat of Substitute Products

      5. 4.2.5 Intensity of Competitive Rivalry

      6. 4.2.6 Market Drivers

        1. Increasing Focus of Businesses on Customer Engagement

        2. Hassle-free CRM Access Through Cloud-based Software

      7. 4.2.7 Market Challenges

        1. Uncertainty Regarding Cloud CRM Data Protection Landscape due to Brexit

      8. 4.2.8 Assessment of Impact of COVID-19 on the Market


    1. 5.1 Deployment Type

      1. 5.1.1 Public Cloud

      2. 5.1.2 Private Cloud

      3. 5.1.3 Hybrid Cloud

    2. 5.2 Enterprise Size

      1. 5.2.1 Small and Medium Enterprises

      2. 5.2.2 Large Enterprises

    3. 5.3 End User Verticals

      1. 5.3.1 IT and Telecommunication

      2. 5.3.2 BFSI

      3. 5.3.3 Government

      4. 5.3.4 Retail

      5. 5.3.5 Energy and Power

      6. 5.3.6 Other End User Verticals

    4. 5.4 Country

      1. 5.4.1 United Kingdom

      2. 5.4.2 Germany

      3. 5.4.3 France

      4. 5.4.4 Spain

      5. 5.4.5 Rest of Europe


    1. 6.1 Company Profiles

      1. 6.1.1 Zendesk Inc.

      2. 6.1.2 Zoho Corporation Pvt. Ltd.

      3. 6.1.3, inc.

      4. 6.1.4 Microsoft Corporation

      5. 6.1.5 Oracle Corporation

      6. 6.1.6 HubSpot Inc.

      7. 6.1.7 SAP SE

      8. 6.1.8 SugarCRM, Inc.

      9. 6.1.9 Insightly, Inc.

      10. 6.1.10 Cirrus Shield

    2. *List Not Exhaustive


**Subject to Availability

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Frequently Asked Questions

The Europe Cloud CRM Market market is studied from 2018 - 2026.

The Europe Cloud CRM Market is growing at a CAGR of 5.3% over the next 5 years.

Zendesk Inc.,, inc., Zoho Corporation Pvt. Ltd., Oracle Corporation, SAP SE are the major companies operating in Europe Cloud CRM Market.

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