SaaS Customer Relationship Management (CRM) Market by End-user, Application, and Geography - Forecast and Analysis 2023-2027

Published: Dec 2022 Pages: 183 SKU: IRTNTR70471

The SaaS customer relationship management (CRM) market is estimated to grow at a CAGR of 13.43% between 2022 and 2027. The size of the market is forecast to increase by USD 59,426.56 million. The growth of the market depends on several factors, including the increasing adoption of SaaS CRM by SMEs, the increasing adoption of cloud-based offerings, and the focus on customer engagement. 

This report extensively covers market segmentation by end-user (retail, BFSI manufacturing, telecom and it, and others), application (service and support, sales, marketing, and e-commerce), and geography (North America, Europe, APAC, South America, and Middle East and Africa). It also includes an in-depth analysis of drivers, trends, and challenges. Furthermore, the report includes historic market data from 2017 to 2021.

What will be the size of the SaaS Customer Relationship Management (CRM) Market During the Forecast Period?

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SaaS Customer Relationship Management (CRM) Market: Key Drivers, Trends, Challenges, and Customer Landscape

 Our researchers analyzed the data with 2022 as the base year, along with the key drivers, trends, and challenges. A holistic analysis of drivers will help companies refine their marketing strategies to gain a competitive advantage.

Key SaaS Customer Relationship Management (CRM) Market Driver

The focus on customer engagement is notably driving the SaaS customer relationship management market growth. Companies are increasingly focusing on engaging customers and creating long-term associations with customers. This helps in increasing customer lifecycles, and companies can generate their revenue through reselling products/services. This saves the cost of marketing and builds trust among consumers. 

CRM helps in the communication of the latest offers to both existing customers and potential customers. Moreover, businesses can resolve day-to-day customer issues using CRM. This saves cost and time for the organization and considerably improves customer engagement. Major organizations are using CRM to improve customer engagement, which, in turn, improves sales and helps build the brand. Companies are increasingly concerned about customer satisfaction rates, which have a large impact on the company's brand image. Thus, the increasing focus on customer engagement will drive the demand for SaaS CRM, which is expected to fuel the growth of the global SaaS CRM market during the forecast period.

Significant SaaS Customer Relationship Management (CRM) Market Trends

The advent of big data and analytics services is a major trend in the SaaS customer relationship management market.  Analytics is one of the most significant trends in the CRM services industry. Firms are adopting analytics services to transform unstructured data gathered from various online channels into structured data to get meaningful insights. Data is analyzed using advanced analytical tools such as predictive analytics to understand the pattern related to business and consumer behaviors. Analytical tools have been helping numerous industries, such as BFSI, retail, telecommunications, and healthcare, to take critical decisions at organizational levels for improving customer service.

With the adoption of technology and outsourcing services, most enterprises are witnessing an abundance of data. Companies are increasingly focusing on analyzing and using this data in a timely fashion to get a competitive advantage over cost and time. These companies are recognizing the prospect of big data and designing their IT strategy to capture such opportunities. For instance, big data can help government banks to spot fraudulent transactions. Hence, the above-mentioned factors are expected to fuel the growth of the global SaaS CRM market during the forecast period.

Major SaaS Customer Relationship Management (CRM) Market Challenge

The availability of free and open-source CRM software is a major challenge impeding the SaaS customer relationship management market growth. The high cost of SaaS CRM software has led to an increase in the adoption of free and open-source CRM software, especially among enterprises with a low IT budget. Most of the SMEs operating with a low IT budget is not investing in perpetual software licenses and subscriptions due to their high costs. 

However, the availability of open-source CRM is enabling them to adapt and customize software licenses and subscriptions according to their business model. Open-source CRM with customizable architectures is being implemented by SMEs. The use of open-source CRM provides SMEs with the same functionalities as that of commercial SaaS CRM but for free or at a very low cost. This enables SMEs to adopt open-source CRM, which is expected to hamper the growth of the vendors operating in the market. For instance, Bitrix24 is a free SaaS CRM software. Hence, the above-mentioned factors may hinder the growth of the global SaaS CRM market during the forecast period.

Key SaaS Customer Relationship Management (CRM) Market Customer Landscape

The report includes the adoption lifecycle of the market, covering from the innovator’s stage to the laggard’s stage. It focuses on adoption rates in different regions based on penetration. Furthermore, the report also includes key purchase criteria and drivers of price sensitivity to help companies evaluate and develop their growth strategies.

Global SaaS Customer Relationship Management (CRM) Market Customer Landscape

Who are the Major SaaS Customer Relationship Management (CRM) Market Vendors?

Vendors are implementing various strategies, such as strategic alliances, partnerships, mergers and acquisitions, geographical expansion, and product/service launches, to enhance their presence in the market.

International Business Machines - The company operates under multiple segments including software, and consulting among others, with a high focus on software.? 

The report also includes detailed analyses of the competitive landscape of the market and information about 15 market vendors, including:

  • Capillary Technologies
  • Cendyn Group LLC
  • DataAegis Software Pvt Ltd.
  • Doxim Inc
  • HCL Technologies Ltd.
  • HubSpot Inc.
  • Infor Inc.
  • NICE Ltd.
  • Oracle Corp.
  • Pegasystems Inc.
  • Sage Group Plc
  • Salesforce.com Inc.
  • SAP SE
  • SugarCRM Inc.
  • Veeva Systems Inc.

Qualitative and quantitative analysis of vendors has been conducted to help clients understand the wider business environment as well as the strengths and weaknesses of key market players. Data is qualitatively analyzed to categorize vendors as pure play, category-focused, industry-focused, and diversified; it is quantitatively analyzed to categorize vendors as dominant, leading, strong, tentative, and weak.

What is the Fastest-Growing Segment in the SaaS Customer Relationship Management (CRM) Market?

The market share growth by the retail segment will be significant during the forecast period. The adoption of SaaS CRM is experiencing growth in the retail sector due to the development and expansion of retail and e-commerce companies across the globe. Retail companies are adopting SaaS CRM for creating better customer relations, improving productivity, and driving revenue to remain competitive in the market.

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The retail segment shows a gradual increase in the market share of USD 11,085,47 million in 2017 and continued to grow until 2021. Retail companies are launching new stores and digital sales models, acquiring other retail businesses, and implementing cloud computing. The implementation of these strategies is also occurring with the growing customer base. Companies are using SaaS CRM to create a cross-channel customer experience and integrate back-office applications, point-of-sale applications, inventory applications, and marketing applications. An integrated application coupled with SaaS CRM can be used for analyzing customer behaviors and buying patterns for predicting sales. The implementation of SaaS CRM enables customer experience optimization as well. Retailers handle huge amounts of customer-centric data, which needs to be processed in real-time. SaaS CRM enables the integration of customer data from multiple channels, such as the web and social media and allows access to all the information shared across teams when needed. The rise in the availability of customer data is attributed to the increased adoption of smartphones, social media, and tablets. SaaS CRM providers help enterprises achieve uniformity in their profitability even during market fluctuations. They also help enterprises understand consumer behavior and their dynamic buying patterns. Hence, the above-mentioned factors are expected to fuel the growth of the global SaaS CRM market during the forecast period.

Which are the Key Regions for the SaaS Customer Relationship Management (CRM) Market?

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North America is estimated to contribute 52% to the growth of the global market during the forecast period. Technavio’s analysts have elaborately explained the regional trends and drivers that shape the market during the forecast period.

The demand for SaaS CRM in North America is mainly attributed to the use of public cloud services by enterprises and the increased need for the analysis of customers' information. Enterprises in the region are investing in cloud services to implement enterprise applications to streamline business processes. SaaS solutions enable access to all types of software. The flexibility of SaaS solutions makes them suitable for temporary workloads and workloads that are experimental in nature or prone to changes unexpectedly. The region is also experiencing growth in the number of enterprises from industries such as BFSI, telecom and IT, healthcare, retail, and other end-users, which will have a positive impact on the growth of the market during the forecast period.

The BFSI sector is one of the major users of SaaS CRM in the region. BFSI companies are investing in cloud-based services for managing their business operations. These companies are using cloud-based services for additional computing or storage as per their requirements. BFSI companies typically generate lots of data, which needs to be kept secure. Real-Time analysis of this data can give insights that help in understanding consumer behaviors and enable firms to improve their product offerings. However, it may not be feasible to store all data on-premises or on a private cloud. This is creating the need for SaaS CRM in the BFSI sector in North America. SaaS CRM stores and analyses data such as daily records or trading statements that have to be retained for many years. Such factors are driving the growth of the market during the forecast period. 

The outbreak of COVID-19 in 2020 significantly impacted several industries in North America. However, the pandemic had a lesser impact on the SaaS CRM market, as the spread of the disease and related lockdowns resulted in enterprises adopting the work-from-home model. The rising adoption of the remote workforce enhanced the use of cloud services, accelerated digital transformation, increased the need for the latest technologies, and created a stronger demand for knowledge management. Hence, such factors are expected to drive the growth of the SaaS CRM market across the region during the forecast period.

Segment Overview

The report forecasts market growth by revenue at global, regional & country levels and provides an analysis of the latest trends and growth opportunities from 2017 to 2027. 

  • End-user Outlook (USD Million, 2017 - 2027)
    • Retail
    • BFSI
    • Manufacturing
    • Telecom and IT
    • Others
  • Application Outlook (USD Million, 2017 - 2027)
    • Service and Support
    • Sales
    • Marketing
    • E-Commerce
  • Region Outlook (USD Million, 2017 - 2027)
    • North America
      • The U.S.
      • Canada
    • Europe
      • U.K.
      • Germany
      • France
      • Rest of Europe
    • APAC
      • China
      • India
    • Middle East & Africa
      • Saudi Arabia
      • South Africa
      • Rest of the Middle East & Africa
    • South America
      • Chile
      • Brazil
      • Argentina

SaaS Customer Relationship Management (CRM) Market Scope

Report Coverage

Details

Page number

183

Base year

2022

Historic period

2017-2021

Forecast period

2023-2027

Growth momentum & CAGR

Accelerate at a CAGR of 13.43%

Market growth 2023-2027

USD 59,426.56 million

Market structure

Fragmented

YoY growth 2022-2023(%)

12.6

Regional analysis

North America, Europe, APAC, South America, and Middle East and Africa

Performing market contribution

North America at 52%

Key countries

US, Canada, Japan, UK, and Germany

Competitive landscape

 Leading Vendors, Market Positioning of Vendors, Competitive Strategies, and Industry Risks

Key companies profiled

Capillary Technologies, Cendyn Group LLC, DataAegis Software Pvt Ltd., Doxim Inc, HCL Technologies Ltd., HubSpot Inc., Infor Inc., International Business Machines Corp., NICE Ltd., Oracle Corp., Pegasystems Inc., Sage Group Plc, Salesforce.com Inc., SAP SE, SugarCRM Inc., Veeva Systems Inc., Verint Systems Inc, Vtiger Systems India Pvt. Ltd., Zendesk Inc., and Zoho Corp. Pvt. Ltd.

Market dynamics

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

Customization purview

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What are the Key Data Covered in this SaaS Customer Relationship Management (CRM) Market Report?

  • CAGR of the market during the forecast period
  • Detailed information on factors that will drive the growth of the SaaS customer relationship management (CRM) market between 2023 and 2027
  • Precise estimation of the SaaS customer relationship management (CRM) market size and its contribution to the market in focus on the parent market
  • Accurate predictions about upcoming trends and changes in consumer behavior
  • Growth of the industry across North America, Europe, APAC, South America, and the Middle East and Africa
  • A thorough analysis of the market’s competitive landscape and detailed information about vendors
  • Comprehensive analysis of factors that will challenge the growth of saas customer relationship management (CRM) market vendors

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1 Executive Summary

  • 1.1 Market overview
    • Exhibit 01: Executive Summary – Chart on Market Overview
    • Exhibit 02: Executive Summary – Data Table on Market Overview
    • Exhibit 03: Executive Summary – Chart on Global Market Characteristics
    • Exhibit 04: Executive Summary – Chart on Market by Geography
    • Exhibit 05: Executive Summary – Chart on Market Segmentation by End-user
    • Exhibit 06: Executive Summary – Chart on Market Segmentation by Application
    • Exhibit 07: Executive Summary – Chart on Incremental Growth
    • Exhibit 08: Executive Summary – Data Table on Incremental Growth
    • Exhibit 09: Executive Summary – Chart on Vendor Market Positioning

2 Market Landscape

  • 2.1 Market ecosystem
    • Exhibit 10: Parent market
    • Exhibit 11: Market Characteristics

3 Market Sizing

  • 3.1 Market definition
    • Exhibit 12: Offerings of vendors included in the market definition
  • 3.2 Market segment analysis
    • Exhibit 13: Market segments
  • 3.3 Market size 2022
    • 3.4 Market outlook: Forecast for 2022-2027
      • Exhibit 14: Chart on Global - Market size and forecast 2022-2027 ($ million)
      • Exhibit 15: Data Table on Global - Market size and forecast 2022-2027 ($ million)
      • Exhibit 16: Chart on Global Market: Year-over-year growth 2022-2027 (%)
      • Exhibit 17: Data Table on Global Market: Year-over-year growth 2022-2027 (%)

    4 Historic Market Size

    • 4.1 Global SaaS Customer Relationship Management (CRM) Market 2017 - 2021
      • Exhibit 18: Historic Market Size – Data Table on Global SaaS Customer Relationship Management (CRM) Market 2017 - 2021 ($ million)
    • 4.2 End-user Segment Analysis 2017 - 2021
      • Exhibit 19: Historic Market Size – End-user Segment 2017 - 2021 ($ million)
    • 4.3 Application Segment Analysis 2017 - 2021
      • Exhibit 20: Historic Market Size – Application Segment 2017 - 2021 ($ million)
    • 4.4 Geography Segment Analysis 2017 - 2021
      • Exhibit 21: Historic Market Size – Geography Segment 2017 - 2021 ($ million)
    • 4.5 Country Segment Analysis 2017 - 2021
      • Exhibit 22: Historic Market Size – Country Segment 2017 - 2021 ($ million)

    5 Five Forces Analysis

    • 5.1 Five forces summary
      • Exhibit 23: Five forces analysis - Comparison between 2022 and 2027
    • 5.2 Bargaining power of buyers
      • Exhibit 24: Chart on Bargaining power of buyers – Impact of key factors 2022 and 2027
    • 5.3 Bargaining power of suppliers
      • Exhibit 25: Bargaining power of suppliers – Impact of key factors in 2022 and 2027
    • 5.4 Threat of new entrants
      • Exhibit 26: Threat of new entrants – Impact of key factors in 2022 and 2027
    • 5.5 Threat of substitutes
      • Exhibit 27: Threat of substitutes – Impact of key factors in 2022 and 2027
    • 5.6 Threat of rivalry
      • Exhibit 28: Threat of rivalry – Impact of key factors in 2022 and 2027
    • 5.7 Market condition
      • Exhibit 29: Chart on Market condition - Five forces 2022 and 2027

    6 Market Segmentation by End-user

    • 6.1 Market segments
      • Exhibit 30: Chart on End-user - Market share 2022-2027 (%)
      • Exhibit 31: Data Table on End-user - Market share 2022-2027 (%)
    • 6.2 Comparison by End-user
      • Exhibit 32: Chart on Comparison by End-user
      • Exhibit 33: Data Table on Comparison by End-user
    • 6.3 Retail - Market size and forecast 2022-2027
      • Exhibit 34: Chart on Retail - Market size and forecast 2022-2027 ($ million)
      • Exhibit 35: Data Table on Retail - Market size and forecast 2022-2027 ($ million)
      • Exhibit 36: Chart on Retail - Year-over-year growth 2022-2027 (%)
      • Exhibit 37: Data Table on Retail - Year-over-year growth 2022-2027 (%)
    • 6.4 BFSI - Market size and forecast 2022-2027
      • Exhibit 38: Chart on BFSI - Market size and forecast 2022-2027 ($ million)
      • Exhibit 39: Data Table on BFSI - Market size and forecast 2022-2027 ($ million)
      • Exhibit 40: Chart on BFSI - Year-over-year growth 2022-2027 (%)
      • Exhibit 41: Data Table on BFSI - Year-over-year growth 2022-2027 (%)
    • 6.5 Manufacturing - Market size and forecast 2022-2027
      • Exhibit 42: Chart on Manufacturing - Market size and forecast 2022-2027 ($ million)
      • Exhibit 43: Data Table on Manufacturing - Market size and forecast 2022-2027 ($ million)
      • Exhibit 44: Chart on Manufacturing - Year-over-year growth 2022-2027 (%)
      • Exhibit 45: Data Table on Manufacturing - Year-over-year growth 2022-2027 (%)
    • 6.6 Telecom and IT - Market size and forecast 2022-2027
      • Exhibit 46: Chart on Telecom and IT - Market size and forecast 2022-2027 ($ million)
      • Exhibit 47: Data Table on Telecom and IT - Market size and forecast 2022-2027 ($ million)
      • Exhibit 48: Chart on Telecom and IT - Year-over-year growth 2022-2027 (%)
      • Exhibit 49: Data Table on Telecom and IT - Year-over-year growth 2022-2027 (%)
    • 6.7 Others - Market size and forecast 2022-2027
      • Exhibit 50: Chart on Others - Market size and forecast 2022-2027 ($ million)
      • Exhibit 51: Data Table on Others - Market size and forecast 2022-2027 ($ million)
      • Exhibit 52: Chart on Others - Year-over-year growth 2022-2027 (%)
      • Exhibit 53: Data Table on Others - Year-over-year growth 2022-2027 (%)
    • 6.8 Market opportunity by End-user
      • Exhibit 54: Market opportunity by End-user ($ million)

    7 Market Segmentation by Application

    • 7.1 Market segments
      • Exhibit 55: Chart on Application - Market share 2022-2027 (%)
      • Exhibit 56: Data Table on Application - Market share 2022-2027 (%)
    • 7.2 Comparison by Application
      • Exhibit 57: Chart on Comparison by Application
      • Exhibit 58: Data Table on Comparison by Application
    • 7.3 Service and Support - Market size and forecast 2022-2027
      • Exhibit 59: Chart on Service and Support - Market size and forecast 2022-2027 ($ million)
      • Exhibit 60: Data Table on Service and Support - Market size and forecast 2022-2027 ($ million)
      • Exhibit 61: Chart on Service and Support - Year-over-year growth 2022-2027 (%)
      • Exhibit 62: Data Table on Service and Support - Year-over-year growth 2022-2027 (%)
    • 7.4 Sales - Market size and forecast 2022-2027
      • Exhibit 63: Chart on Sales - Market size and forecast 2022-2027 ($ million)
      • Exhibit 64: Data Table on Sales - Market size and forecast 2022-2027 ($ million)
      • Exhibit 65: Chart on Sales - Year-over-year growth 2022-2027 (%)
      • Exhibit 66: Data Table on Sales - Year-over-year growth 2022-2027 (%)
    • 7.5 Marketing - Market size and forecast 2022-2027
      • Exhibit 67: Chart on Marketing - Market size and forecast 2022-2027 ($ million)
      • Exhibit 68: Data Table on Marketing - Market size and forecast 2022-2027 ($ million)
      • Exhibit 69: Chart on Marketing - Year-over-year growth 2022-2027 (%)
      • Exhibit 70: Data Table on Marketing - Year-over-year growth 2022-2027 (%)
    • 7.6 E-Commerce - Market size and forecast 2022-2027
      • Exhibit 71: Chart on E-Commerce - Market size and forecast 2022-2027 ($ million)
      • Exhibit 72: Data Table on E-Commerce - Market size and forecast 2022-2027 ($ million)
      • Exhibit 73: Chart on E-Commerce - Year-over-year growth 2022-2027 (%)
      • Exhibit 74: Data Table on E-Commerce - Year-over-year growth 2022-2027 (%)
    • 7.7 Market opportunity by Application
      • Exhibit 75: Market opportunity by Application ($ million)

    8 Customer Landscape

    • 8.1 Customer landscape overview
      • Exhibit 76: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

    9 Geographic Landscape

    • 9.1 Geographic segmentation
      • Exhibit 77: Chart on Market share by geography 2022-2027 (%)
      • Exhibit 78: Data Table on Market share by geography 2022-2027 (%)
    • 9.2 Geographic comparison
      • Exhibit 79: Chart on Geographic comparison
      • Exhibit 80: Data Table on Geographic comparison
    • 9.3 North America - Market size and forecast 2022-2027
      • Exhibit 81: Chart on North America - Market size and forecast 2022-2027 ($ million)
      • Exhibit 82: Data Table on North America - Market size and forecast 2022-2027 ($ million)
      • Exhibit 83: Chart on North America - Year-over-year growth 2022-2027 (%)
      • Exhibit 84: Data Table on North America - Year-over-year growth 2022-2027 (%)
    • 9.4 Europe - Market size and forecast 2022-2027
      • Exhibit 85: Chart on Europe - Market size and forecast 2022-2027 ($ million)
      • Exhibit 86: Data Table on Europe - Market size and forecast 2022-2027 ($ million)
      • Exhibit 87: Chart on Europe - Year-over-year growth 2022-2027 (%)
      • Exhibit 88: Data Table on Europe - Year-over-year growth 2022-2027 (%)
    • 9.5 APAC - Market size and forecast 2022-2027
      • Exhibit 89: Chart on APAC - Market size and forecast 2022-2027 ($ million)
      • Exhibit 90: Data Table on APAC - Market size and forecast 2022-2027 ($ million)
      • Exhibit 91: Chart on APAC - Year-over-year growth 2022-2027 (%)
      • Exhibit 92: Data Table on APAC - Year-over-year growth 2022-2027 (%)
    • 9.6 South America - Market size and forecast 2022-2027
      • Exhibit 93: Chart on South America - Market size and forecast 2022-2027 ($ million)
      • Exhibit 94: Data Table on South America - Market size and forecast 2022-2027 ($ million)
      • Exhibit 95: Chart on South America - Year-over-year growth 2022-2027 (%)
      • Exhibit 96: Data Table on South America - Year-over-year growth 2022-2027 (%)
    • 9.7 Middle East and Africa - Market size and forecast 2022-2027
      • Exhibit 97: Chart on Middle East and Africa - Market size and forecast 2022-2027 ($ million)
      • Exhibit 98: Data Table on Middle East and Africa - Market size and forecast 2022-2027 ($ million)
      • Exhibit 99: Chart on Middle East and Africa - Year-over-year growth 2022-2027 (%)
      • Exhibit 100: Data Table on Middle East and Africa - Year-over-year growth 2022-2027 (%)
    • 9.8 US - Market size and forecast 2022-2027
      • Exhibit 101: Chart on US - Market size and forecast 2022-2027 ($ million)
      • Exhibit 102: Data Table on US - Market size and forecast 2022-2027 ($ million)
      • Exhibit 103: Chart on US - Year-over-year growth 2022-2027 (%)
      • Exhibit 104: Data Table on US - Year-over-year growth 2022-2027 (%)
    • 9.9 Canada - Market size and forecast 2022-2027
      • Exhibit 105: Chart on Canada - Market size and forecast 2022-2027 ($ million)
      • Exhibit 106: Data Table on Canada - Market size and forecast 2022-2027 ($ million)
      • Exhibit 107: Chart on Canada - Year-over-year growth 2022-2027 (%)
      • Exhibit 108: Data Table on Canada - Year-over-year growth 2022-2027 (%)
    • 9.10 UK - Market size and forecast 2022-2027
      • Exhibit 109: Chart on UK - Market size and forecast 2022-2027 ($ million)
      • Exhibit 110: Data Table on UK - Market size and forecast 2022-2027 ($ million)
      • Exhibit 111: Chart on UK - Year-over-year growth 2022-2027 (%)
      • Exhibit 112: Data Table on UK - Year-over-year growth 2022-2027 (%)
    • 9.11 Germany - Market size and forecast 2022-2027
      • Exhibit 113: Chart on Germany - Market size and forecast 2022-2027 ($ million)
      • Exhibit 114: Data Table on Germany - Market size and forecast 2022-2027 ($ million)
      • Exhibit 115: Chart on Germany - Year-over-year growth 2022-2027 (%)
      • Exhibit 116: Data Table on Germany - Year-over-year growth 2022-2027 (%)
    • 9.12 Japan - Market size and forecast 2022-2027
      • Exhibit 117: Chart on Japan - Market size and forecast 2022-2027 ($ million)
      • Exhibit 118: Data Table on Japan - Market size and forecast 2022-2027 ($ million)
      • Exhibit 119: Chart on Japan - Year-over-year growth 2022-2027 (%)
      • Exhibit 120: Data Table on Japan - Year-over-year growth 2022-2027 (%)
    • 9.13 Market opportunity by geography
      • Exhibit 121: Market opportunity by geography ($ million)

    10 Drivers, Challenges, and Trends

    • 10.1 Market drivers
      • 10.2 Market challenges
        • 10.3 Impact of drivers and challenges
          • Exhibit 122: Impact of drivers and challenges in 2022 and 2027
        • 10.4 Market trends

          11 Vendor Landscape

          • 11.1 Overview
            • 11.2 Vendor landscape
              • Exhibit 123: Overview on Criticality of inputs and Factors of differentiation
            • 11.3 Landscape disruption
              • Exhibit 124: Overview on factors of disruption
            • 11.4 Industry risks
              • Exhibit 125: Impact of key risks on business

            12 Vendor Analysis

            • 12.1 Vendors covered
              • Exhibit 126: Vendors covered
            • 12.2 Market positioning of vendors
              • Exhibit 127: Matrix on vendor position and classification
            • 12.3 Capillary Technologies
              • Exhibit 128: Capillary Technologies - Overview
              • Exhibit 129: Capillary Technologies - Product / Service
              • Exhibit 130: Capillary Technologies - Key offerings
            • 12.4 Cendyn Group LLC
              • Exhibit 131: Cendyn Group LLC - Overview
              • Exhibit 132: Cendyn Group LLC - Product / Service
              • Exhibit 133: Cendyn Group LLC - Key offerings
            • 12.5 Doxim Inc
              • Exhibit 134: Doxim Inc - Overview
              • Exhibit 135: Doxim Inc - Product / Service
              • Exhibit 136: Doxim Inc - Key offerings
            • 12.6 Infor Inc.
              • Exhibit 137: Infor Inc. - Overview
              • Exhibit 138: Infor Inc. - Product / Service
              • Exhibit 139: Infor Inc. - Key news
              • Exhibit 140: Infor Inc. - Key offerings
            • 12.7 International Business Machines Corp.
              • Exhibit 141: International Business Machines Corp. - Overview
              • Exhibit 142: International Business Machines Corp. - Business segments
              • Exhibit 143: International Business Machines Corp. - Key news
              • Exhibit 144: International Business Machines Corp. - Key offerings
              • Exhibit 145: International Business Machines Corp. - Segment focus
            • 12.8 NICE Ltd.
              • Exhibit 146: NICE Ltd. - Overview
              • Exhibit 147: NICE Ltd. - Business segments
              • Exhibit 148: NICE Ltd. - Key news
              • Exhibit 149: NICE Ltd. - Key offerings
              • Exhibit 150: NICE Ltd. - Segment focus
            • 12.9 Oracle Corp.
              • Exhibit 151: Oracle Corp. - Overview
              • Exhibit 152: Oracle Corp. - Business segments
              • Exhibit 153: Oracle Corp. - Key news
              • Exhibit 154: Oracle Corp. - Key offerings
              • Exhibit 155: Oracle Corp. - Segment focus
            • 12.10 Pegasystems Inc.
              • Exhibit 156: Pegasystems Inc. - Overview
              • Exhibit 157: Pegasystems Inc. - Product / Service
              • Exhibit 158: Pegasystems Inc. - Key news
              • Exhibit 159: Pegasystems Inc. - Key offerings
            • 12.11 Sage Group Plc
              • Exhibit 160: Sage Group Plc - Overview
              • Exhibit 161: Sage Group Plc - Business segments
              • Exhibit 162: Sage Group Plc - Key news
              • Exhibit 163: Sage Group Plc - Key offerings
              • Exhibit 164: Sage Group Plc - Segment focus
            • 12.12 SAP SE
              • Exhibit 165: SAP SE - Overview
              • Exhibit 166: SAP SE - Business segments
              • Exhibit 167: SAP SE - Key news
              • Exhibit 168: SAP SE - Key offerings
              • Exhibit 169: SAP SE - Segment focus
            • 12.13 SugarCRM Inc.
              • Exhibit 170: SugarCRM Inc. - Overview
              • Exhibit 171: SugarCRM Inc. - Product / Service
              • Exhibit 172: SugarCRM Inc. - Key offerings
            • 12.14 Veeva Systems Inc.
              • Exhibit 173: Veeva Systems Inc. - Overview
              • Exhibit 174: Veeva Systems Inc. - Business segments
              • Exhibit 175: Veeva Systems Inc. - Key offerings
              • Exhibit 176: Veeva Systems Inc. - Segment focus
            • 12.15 Verint Systems Inc
              • Exhibit 177: Verint Systems Inc - Overview
              • Exhibit 178: Verint Systems Inc - Product / Service
              • Exhibit 179: Verint Systems Inc - Key offerings
            • 12.16 Zendesk Inc.
              • Exhibit 180: Zendesk Inc. - Overview
              • Exhibit 181: Zendesk Inc. - Product / Service
              • Exhibit 182: Zendesk Inc. - Key offerings
            • 12.17 Zoho Corp. Pvt. Ltd.
              • Exhibit 183: Zoho Corp. Pvt. Ltd. - Overview
              • Exhibit 184: Zoho Corp. Pvt. Ltd. - Product / Service
              • Exhibit 185: Zoho Corp. Pvt. Ltd. - Key offerings

            13 Appendix

            • 13.1 Scope of the report
              • 13.2 Inclusions and exclusions checklist
                • Exhibit 186: Inclusions checklist
                • Exhibit 187: Exclusions checklist
              • 13.3 Currency conversion rates for US$
                • Exhibit 188: Currency conversion rates for US$
              • 13.4 Research methodology
                • Exhibit 189: Research methodology
                • Exhibit 190: Validation techniques employed for market sizing
                • Exhibit 191: Information sources
              • 13.5 List of abbreviations
                • Exhibit 192: List of abbreviations

              Research Framework

              Technavio presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources. The analysts have presented the various facets of the market with a particular focus on identifying the key industry influencers. The data thus presented is comprehensive, reliable, and the result of extensive research, both primary and secondary.

              INFORMATION SOURCES

              Primary sources

              • Manufacturers and suppliers
              • Channel partners
              • Industry experts
              • Strategic decision makers

              Secondary sources

              • Industry journals and periodicals
              • Government data
              • Financial reports of key industry players
              • Historical data
              • Press releases

              DATA ANALYSIS

              Data Synthesis

              • Collation of data
              • Estimation of key figures
              • Analysis of derived insights

              Data Validation

              • Triangulation with data models
              • Reference against proprietary databases
              • Corroboration with industry experts

              REPORT WRITING

              Qualitative

              • Market drivers
              • Market challenges
              • Market trends
              • Five forces analysis

              Quantitative

              • Market size and forecast
              • Market segmentation
              • Geographical insights
              • Competitive landscape

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              Key Questions Answered

              • What are the key global market and the regional market share?
              • What are the revenue-generating key market segments?
              • What are the key factors driving and challenging this market’s growth?
              • Who are the key market vendors and their growth strategies?
              • What are the latest trends influencing the growth of this market?
              • What are the variables influencing the market growth in the primary regions?
              • What are the factors influencing the growth of the parent market?

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