CRM and Customer Experience Management (CEM) Software Market was valued at USD 62 Billion in 2022 and is projected to reach USD 128 Billion by 2030, growing at a CAGR of 9.3% from 2024 to 2030.
The market for CRM and CEM software between 2018 and 2022 reached significant milestones, as organizations focused on improving their customer-centric strategies. According to reports, the global CRM market alone was valued at over $50 billion in 2022, with CEM solutions also gaining traction, as businesses recognized the need to not just manage relationships, but to actively shape and improve the overall customer experience. This shift towards omnichannel strategies further fueled the demand for CRM and CEM software. Cloud-based solutions became increasingly popular, as they allowed for seamless access to customer data, promoting collaboration across departments, and offering scalability for organizations of various sizes.
As we look ahead to the period from 2023 to 2033, the CRM and Customer Experience Management (CEM) Software Market is expected to experience even more accelerated growth. The demand for these solutions is being driven by several key factors, including the increasing digitalization of businesses, the rise of e-commerce, and the growing importance of data-driven decision-making. With more businesses recognizing the need to provide an exceptional customer experience, the global market for CRM and CEM software is projected to expand at a compound annual growth rate (CAGR) of over 10% in the coming decade. The shift towards a customer-first approach is now seen as a key differentiator in an increasingly competitive market.
The role of advanced technologies such as AI and big data analytics will continue to shape the CRM and CEM software landscape, helping companies make sense of massive amounts of customer data. Companies will increasingly leverage real-time data and insights to offer hyper-personalized experiences and predictive services. Additionally, the integration of new features such as chatbot-driven customer service and voice-assisted CRM platforms will add further value to businesses seeking to optimize customer experiences across multiple touchpoints. With more organizations focusing on retention strategies and customer loyalty, demand for CRM and CEM software is set to surge.
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The CRM and Customer Experience Management (CEM) Software Market witnessed remarkable growth from 2018 to 2022, driven by the increasing need for businesses to streamline their customer relations, improve engagement, and offer personalized services. This period saw widespread adoption of CRM and CEM software solutions across industries such as retail, healthcare, banking, and telecommunications. Companies leveraged these tools to manage customer data, track interactions, and optimize customer journey mapping, resulting in enhanced customer satisfaction and retention. A significant trend during this period was the growing integration of AI, machine learning, and automation technologies in CRM platforms, which allowed businesses to provide more targeted marketing campaigns and predictive customer service.
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Accenture
BearingPoint
Capgemini
Cognizant
Deloitte
EY
HCL Technologies
IBM iX
Infosys
NTT DATA
Publicis.Sapient
PwC
Salesforce Success Cloud
Tata Consultancy Services
Tech Mahindra
Virtusa
Wipro
By the year 2030, the scale for growth in the market research industry is reported to be above 120 billion which further indicates its projected compound annual growth rate (CAGR), of more than 5.8% from 2023 to 2030. There have also been disruptions in the industry due to advancements in machine learning, artificial intelligence and data analytics There is predictive analysis and real time information about consumers which such technologies provide to the companies enabling them to make better and precise decisions. The Asia-Pacific region is expected to be a key driver of growth, accounting for more than 35% of total revenue growth. In addition, new innovative techniques such as mobile surveys, social listening, and online panels, which emphasize speed, precision, and customization, are also transforming this particular sector.
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Growing demand for below applications around the world has had a direct impact on the growth of the Global CRM and Customer Experience Management (CEM) Software Market
Large Enterprises(1000+ Users)
Medium-Sized Enterprise(499-1000 Users)
Small Enterprises(1-499 Users)
Based on Types the Market is categorized into Below types that held the largest CRM and Customer Experience Management (CEM) Software market share In 2023.
Cloud-Based
On-Premises
Global (United States, Global and Mexico)
Europe (Germany, UK, France, Italy, Russia, Turkey, etc.)
Asia-Pacific (China, Japan, Korea, India, Australia, Indonesia, Thailand, Philippines, Malaysia and Vietnam)
South America (Brazil, Argentina, Columbia, etc.)
Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa)
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1. Introduction of the Global CRM and Customer Experience Management (CEM) Software Market
Overview of the Market
Scope of Report
Assumptions
2. Executive Summary
3. Research Methodology of Verified Market Reports
Data Mining
Validation
Primary Interviews
List of Data Sources
4. Global CRM and Customer Experience Management (CEM) Software Market Outlook
Overview
Market Dynamics
Drivers
Restraints
Opportunities
Porters Five Force Model
Value Chain Analysis
5. Global CRM and Customer Experience Management (CEM) Software Market, By Type
6. Global CRM and Customer Experience Management (CEM) Software Market, By Application
7. Global CRM and Customer Experience Management (CEM) Software Market, By Geography
Global
Europe
Asia Pacific
Rest of the World
8. Global CRM and Customer Experience Management (CEM) Software Market Competitive Landscape
Overview
Company Market Ranking
Key Development Strategies
9. Company Profiles
10. Appendix
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