SaaS customer relationship management (CRM) Market size to grow by USD 44.17 billion | Retail end-users to exhibit maximum demand | Technavio – PR Newswire


Vendor Insights 

The global SaaS customer relationship management (CRM) market is fragmented due to the presence of many regional and international players. Vendors are deploying various organic and inorganic growth strategies such as new product launches and M&As to compete in the market. 

The report analyzes the market’s competitive landscape and offers information on several market vendors, including:

  • Adobe Inc.
  • Fujitsu Ltd.
  • International Business Machines Corp.
  • Microsoft Corp.
  • Oracle Corp.
  • Sage Group Plc
  • Inc.
  • SAP SE
  • SugarCRM Inc.
  • Zendesk Inc.

Recent M&As:

  • In December 2020, Adobe announced the completion of its acquisition of Workfront, the leading work management platform for marketers with more than 3,000 customers and one million users.
  • In February 2021, Safexpress collaborated with IBM to drive business transformation and deliver rapid growth.

Find additional highlights on the growth strategies adopted by vendors and their product offerings, Read Free Sample Report.

Geographical Market Analysis 

North America will provide maximum growth opportunities in the SaaS customer relationship management (CRM) market during the forecast period. According to our research report, the region will contribute to 52% of the global market growth and is expected to dominate the market through 2025. The growth of the regional market can be attributed to factors such as the use of public cloud services by enterprises and the increased need for the analysis of customers’ information. In addition, the increasing number of enterprises across industries such as BFSI, telecom and IT, healthcare, retail, and other end-users will have a positive impact on the growth of the SaaS customer relationship management market in North America.

The US and Canada are the key markets for SaaS customer relationship management (CRM) in North America. Market growth in this region will be slower than the growth of the market in APAC and Europe. Countries such as the UK, Germany, and Japan are also expected to emerge as major markets for SaaS customer relationship management (CRM) during the forecast period. 

Know more about this market’s geographical distribution along with the detailed analysis of the top regions. 

Key Segment Analysis

By end-user, the SaaS customer relationship management (CRM) market share growth by the retail segment will be significant during the forecast period. The development and expansion of retail and e-commerce companies across the globe have been driving the growth of the segment. In addition, the launch of new stores and digital sales models by retail companies has increased the demand for SaaS customer relationship management solutions from the retail industry.

View FREE Sample: to know additional highlights and key points on various market segments and their impact in coming years.

Key Market Drivers & Challenges: 

The SaaS customer relationship management (CRM) market is the increasing adoption of cloud-based offerings. Cloud computing offers various benefits such as scalability, reliability, and high-source availability. Such benefits are encouraging enterprises across the globe to adopt cloud-based applications. With growing investments in cloud-computing strategies, the adoption of SaaS applications such as CRM, sales management, HRM, and financial management is expected to accelerate during the forecast period.

In addition, the rising number of partnerships and acquisitions will have a positive impact on the growth of the market. However, data security concerns might reduce the growth potential in the market.

Download a free sample for highlights on market Drivers & Challenges affecting the SaaS customer relationship management (CRM) market.

Customize Your Report 

Don’t miss out on the opportunity to speak to our analyst and know more insights about this market report. Our analysts can also help you customize this report according to your needs. Our analysts and industry experts will work directly with you to understand your requirements and provide you with customized data in a short amount of time. 

We offer USD 1,000 worth of FREE customization at the time of purchase. Speak to our Analyst now! 

Related Reports:

Public Cloud Services Market by Service and Geography – Forecast and Analysis 2022 -2026

Customer Engagement Solutions Market by Component and Geography – Forecast and Analysis 2022-2026

SaaS Customer Relationship Management (CRM) Market Scope

Report Coverage


Page number


Base year


Forecast period


Growth momentum & CAGR

Decelerate at a CAGR of 14%

Market growth 2021-2025

USD 44.17 billion

Market structure


YoY growth (%)


Regional analysis

North America, Europe, APAC, South America, and MEA

Performing market contribution

North America at 52%

Key consumer countries

US, Canada, UK, Germany, and Japan

Competitive landscape

Leading companies, competitive strategies, consumer engagement scope

Companies profiled

Adobe Inc., Fujitsu Ltd., International Business Machines Corp., Microsoft Corp., Oracle Corp., Sage Group Plc, Inc., SAP SE, SugarCRM Inc., and Zendesk Inc.

Market Dynamics

Parent market analysis, Market growth inducers and obstacles, Fast-growing and slow-growing segment analysis, COVID 19 impact and future consumer dynamics, market condition analysis for the forecast period.

Customization purview

If our report has not included the data that you are looking for, you can reach out to our analysts and get segments customized.

Table of Contents:

1. Executive Summary 

2. Market Landscape  

  2.1 Market ecosystem 

  Exhibit 01:  Parent market

  Exhibit 02:  Market Characteristics

  2.2 Value chain analysis 

  Exhibit 03:  Value chain analysis: Application software

  2.2.1 Inputs Developers IP licensing

  2.2.2 Software development process Product research Product management Product development Production and packaging

  2.2.5 Marketing and sales Marketing and release: Implementation

  2.2.4 Post-selling services Training and certification Maintenance and support

3. Market Sizing 

  3.1 Market definition

  Exhibit 04:  Offerings of vendors included in the market definition

  3.2 Market segment analysis 

  Exhibit 05:  Market segments

  3.3 Market size 2020 

  3.4 Market outlook: Forecast for 2020 – 2025 

  3.4.1 Estimating growth rates for emerging and high-growth markets

  3.4.2 Estimating growth rates for mature markets

  Exhibit 06:  Global – Market size and forecast 2020 – 2025 ($ billion)

  Exhibit 07:  Global market: Year-over-year growth 2020 – 2025 (%)

4. Five Forces Analysis 

  4.1 Five Forces Summary 

  Exhibit 08: Five forces analysis 2020 & 2025

  4.2 Bargaining power of buyers 

  Exhibit 09: Bargaining power of buyers

  4.3 Bargaining power of suppliers 

  Exhibit 10: Bargaining power of suppliers

  4.4 Threat of new entrants 

  Exhibit 11: Threat of new entrants

  4.5 Threat of substitutes 

  Exhibit 12: Threat of substitutes

  4.6 Threat of rivalry 

  Exhibit 13: Threat of rivalry

  4.7 Market condition

  Exhibit 14:  Market condition – Five forces 2020

5. Market Segmentation by End-user  

  5.1 Market segments

  The segments covered in this chapter are:

  • Retail
  • BFSI
  • Manufacturing
  • Telecom and IT
  • Others

  Exhibit 15:  End-user – Market share 2020-2025 (%)

  5.2 Comparison by End-user 

  Exhibit 16:  Comparison by End-user

  5.3 Retail – Market size and forecast 2020-2025 

  Exhibit 17:  Retail – Market size and forecast 2020-2025 ($ billion)

  Exhibit 18:  Retail – Year-over-year growth 2020-2025 (%)

  5.4 BFSI – Market size and forecast 2020-2025

  Exhibit 19:  BFSI – Market size and forecast 2020-2025 ($ billion)

  Exhibit 20:  BFSI – Year-over-year growth 2020-2025 (%)

  5.5 Manufacturing – Market size and forecast 2020-2025 

  Exhibit 21:  Manufacturing – Market size and forecast 2020-2025 ($ billion)

  Exhibit 22:  Manufacturing – Year-over-year growth 2020-2025 (%)

  5.6 Telecom and IT – Market size and forecast 2020-2025 

  Exhibit 23:  Telecom and IT – Market size and forecast 2020-2025 ($ billion)

  Exhibit 24:  Telecom and IT – Year-over-year growth 2020-2025 (%)

  5.7 Others – Market size and forecast 2020-2025 

  Exhibit 25:  Others – Market size and forecast 2020-2025 ($ billion) Government Education Travel and tourism

  Exhibit 26:  Others – Year-over-year growth 2020-2025 (%)

  5.8 Market opportunity by End-user 

  Exhibit 27:  Market opportunity by End-user

6. Customer landscape 

  Technavio’s customer landscape matrix comparing Drivers or price sensitivity, Adoption lifecycle, importance in customer price basket, Adoption rate and Key purchase criteria

  Exhibit 28:  Customer landscape

7. Geographic Landscape 

  7.1 Geographic segmentation

  The regions covered in the report are:

  • North America
  • Europe
  • APAC
  • South America
  • MEA

  Exhibit 29:  Market share by geography 2020-2025 (%)

  7.2 Geographic comparison 

  Exhibit 30:  Geographic comparison

  7.3 North America – Market size and forecast 2020-2025 

  Exhibit 31:  North America – Market size and forecast 2020-2025 ($ billion)

  Exhibit 32:  North America – Year-over-year growth 2020-2025 (%)

  7.4 Europe – Market size and forecast 2020-2025 

  Exhibit 33:  Europe – Market size and forecast 2020-2025 ($ billion)

  Exhibit 34:  Europe – Year-over-year growth 2020-2025 (%)

  7.5 APAC – Market size and forecast 2020-2025 

  Exhibit 35:  APAC – Market size and forecast 2020-2025 ($ billion)

  Exhibit 36:  APAC – Year-over-year growth 2020-2025 (%)

  7.6 South America – Market size and forecast 2020-2025 

  Exhibit 37:  South America – Market size and forecast 2020-2025 ($ billion)

  Exhibit 38:  South America – Year-over-year growth 2020-2025 (%)

  7.7 MEA – Market size and forecast 2020-2025 

  Exhibit 39:  MEA – Market size and forecast 2020-2025 ($ billion)

  Exhibit 40:  MEA – Year-over-year growth 2020-2025 (%)

  7.8 Key leading countries 

  Exhibit 41:  Key leading countries

  7.9 Market opportunity by geography

  Exhibit 42:  Market opportunity by geography

8. Drivers, Challenges, and Trends 

  8.1 Market drivers 

  8.1.1 Increasing adoption of SaaS CRM by SMEs

  8.1.2 Increasing adoption of cloud-based offerings

  8.2 Market challenges 

  8.2.1 Data security concerns

  8.2.2 Issues related to integration of SaaS CRM

  8.2.3 Availability of free and open-source CRM software

  Exhibit 43:  Impact of drivers and challenges

  8.3 Market trends 

  8.3.1 Rising number of partnerships and acquisitions

  8.3.2 Integration of AI into SaaS CRM

  8.3.3 Integration of analytics into SaaS CRM

9. Vendor Landscape 

  9.1 Vendor landscape

  Exhibit 44:  Vendor landscape

  9.2 Landscape disruption 

  Exhibit 45:  Landscape disruption

  Exhibit 46:  Industry risks

10. Vendor Analysis 

  10.1 Vendors covered 

  Exhibit 47:  Vendors covered

  10.2 Market positioning of vendors 

  Exhibit 48: Market positioning of vendors

  10.3 Adobe Inc.

  Exhibit 49:  Adobe Inc. – Overview

  Exhibit 50:  Adobe Inc. – Business segments

  Exhibit 51:  Adobe Inc – Key news

  Exhibit 52:  Adobe Inc. – Key offerings

  Exhibit 53:  Adobe Inc. – Segment focus

  10.4 Fujitsu Ltd. 

  Exhibit 54:  Fujitsu Ltd. – Overview

  Exhibit 55:  Fujitsu Ltd. – Business segments

  Exhibit 56:  Fujitsu Ltd. – Key news

  Exhibit 57:  Fujitsu Ltd. – Key offerings

  Exhibit 58:  Fujitsu Ltd. – Segment focus

  10.5 International Business Machines Corp. 

  Exhibit 59:  International Business Machines Corp. – Overview

  Exhibit 60:  International Business Machines Corp. – Business segments

  Exhibit 61:  International Business Machines Corp – Key news

  Exhibit 62:  International Business Machines Corp. – Key offerings

  Exhibit 63:  International Business Machines Corp. – Segment focus

  10.6 Microsoft Corp. 

  Exhibit 64:  Microsoft Corp. – Overview

  Exhibit 65:  Microsoft Corp. – Business segments

  Exhibit 66:  Microsoft Corp. – Key news

  Exhibit 67:  Microsoft Corp. – Key offerings

  Exhibit 68:  Microsoft Corp. – Segment focus

  10.7 Oracle Corp. 

  Exhibit 69:  Oracle Corp. – Overview

  Exhibit 70:  Oracle Corp. – Business segments

  Exhibit 71:  Oracle Corp. – Key offerings

  Exhibit 72:  Oracle Corp. – Segment focus

  10.8 Sage Group Plc 

  Exhibit 73:  Sage Group Plc – Overview

  Exhibit 74:  Sage Group Plc – Business segments

  Exhibit 75:  Sage Group Plc – Key news

  Exhibit 76:  Sage Group Plc – Key offerings

  10.9 Inc. 

  Exhibit 77: Inc. – Overview

  Exhibit 78: Inc. – Business segments

  10.10 SAP SE

  Exhibit 80:  SAP SE – Overview

  Exhibit 81:  SAP SE – Business segments

  Exhibit 82:  SAP SE – Key news

  Exhibit 83:  SAP SE – Key offerings

  Exhibit 84:  SAP SE – Segment focus

  10.11 SugarCRM Inc. 

  Exhibit 85:  SugarCRM Inc. – Overview

  Exhibit 86:  SugarCRM Inc. – Product and service

  Exhibit 87:  SugarCRM Inc. – Key news

  Exhibit 88:  SugarCRM Inc. – Key offerings

  10.12 Zendesk Inc. 

  Exhibit 89:  Zendesk Inc. – Overview

  Exhibit 90:  Zendesk Inc. – Business segments

  Exhibit 91:  Zendesk Inc. – Key offerings

11. Appendix 

  11.1 Scope of the report 

  11.1.1 Market definition

  11.1.2 Objective

  11.1.3 Notes and caveats

  11.2 Currency conversion rates for US$ 

  Exhibit 92:  Currency conversion rates for US$

  11.3 Research Methodology 

  Exhibit 93:  Research Methodology

  Exhibit 94:  Validation techniques employed for market sizing

  Exhibit 95:  Information sources

  12.4 List of abbreviations 

  Exhibit 96:  List of abbreviations

About Us: 
Technavio is a leading global technology research and advisory company. Their research and analysis focus on emerging market trends and provides actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions. With over 500 specialized analysts, Technavio’s report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio’s comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios. 

Technavio Research 
Jesse Maida 
Media & Marketing Executive 
US: +1 844 364 1100 
UK: +44 203 893 3200 
Email: [email protected] 

SOURCE Technavio


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