Market Size of Global Healthcare CRM Industry
Study Period | 2019 - 2029 |
Market Size (2024) | USD 18.31 Billion |
Market Size (2029) | USD 33.11 Billion |
CAGR (2024 - 2029) | 12.58 % |
Fastest Growing Market | Asia-Pacific |
Largest Market | North America |
Major Players*Disclaimer: Major Players sorted in no particular order |
Need a report that reflects how COVID-19 has impacted this market and its growth?
Healthcare Customer Relationship Management (CRM) Market Analysis
The Global Healthcare CRM Market size is estimated at USD 18.31 billion in 2024, and is expected to reach USD 33.11 billion by 2029, growing at a CAGR of 12.58% during the forecast period (2024-2029).
Covid-19 has significantly impacted the healthcare CRM market and according to the study published in American Health Information Management, titled 'The Impact of COVID-19 on Health Information Management in January 2021, as infringements of individual liberties, public health professionals struggle to give timely and accurate information to the public about realistic expectations on testing and treatment, as well as the politicization of basic health routines. Such an act of providing information to the public might have led to increased adoption of healthcare CRM for maintaining customer relationships, driving the market growth during the pandemic. This has led to developing marketing strategies that consider psychological factors to meet actual consumers' needs and feelings.
The major factors driving the growth of the healthcare CRM market include the growing focus on customer relationship management, rising benefits of CRM software and services, and technological advancements such as the integration of Artificial Intelligence (AI) within CRM tools, among others. According to the study published in Heliyon, titled 'Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review' in April 2020, CRM has positive outcomes in terms of patient relationship/communication with hospital, satisfaction, medical treatment/outcomes, and empowerment, as well as hospital medical operation, productivity, cost, performance, efficiency, and service quality. Such high benefits of CRM in the healthcare sector will lead to a rise in the adoption of CRM in hospitals, clinics, medical centers, and nursing homes, driving the market growth.
In addition, fundraising by the companies for the development of healthcare CRM software and services will lead to the development of novel CRM products, driving the market growth. For instance, in June 2021, Zus Health closed a USD 34million Series A financing to offer software tools and services for patient relationship management and provider workflow apps, allowing digital health companies to build their own unique experiences and iterate with ease.
Furthermore, rising partnerships in healthcare CRM will also be expected to propel the market growth due to the implementation of strategies and the rise in the adoption of CRM services offered by the companies. For instance, in August 2020, Enquire, one of the leading providers of cloud CRM, marketing automation, and contact center solutions for senior living communities and post-acute care companies, collaborated with Trella Health. Trella's performance intelligence data and insights will be integrated into Enquire's CRM solution as a strong tool for the companies' typical clients as part of their strategic relationship. However, the concerns regarding data security and the high cost and complexity associated with CRM are the factors expected to hinder the market growth.
Healthcare Customer Relationship Management (CRM) Industry Segmentation
As per the scope of this report, Healthcare customer relationship management offers a number of services and solutions that can help healthcare practitioners and patients communicate more effectively through the tools such as text messages, messaging services, web forms, comment forms, and emails, among others. The healthcare CRM market is segmented by component (software, services), deployment model (on-premise model, and web/cloud-based model), application (customer service and support, sales and marketing, community outreach, patient information management, and others), end user (hospitals, ambulatory surgery centers (ASCS) and clinics, diagnostic centers, and others), and geography (North America, Europe, Asia-Pacific, Middle East and Africa, and South America). The market report also covers the estimated market sizes and trends for 17 different countries across major regions globally. The report offers the value (in USD million) for the above segments.
By Deployment Model | |
On-Premise Model | |
Web/Cloud-Based Model |
By Application | |
Customer Service and Support | |
Sales and Marketing | |
Community Outreach | |
Patient Information Management | |
Other (Clinical trials relationship management, CRM Analytics, Referrals) |
By End User | |
Hospitals | |
Ambulatory Surgery Centers(ASCS) and Clinics | |
Diagnostic Centers | |
Others (Pharmacies, Medical centers, and Nursing Homes) |
Geography | ||||||||
| ||||||||
| ||||||||
| ||||||||
| ||||||||
|
Global Healthcare CRM Market Size Summary
The healthcare CRM market is poised for significant growth, driven by an increasing emphasis on customer relationship management and the integration of advanced technologies like artificial intelligence. The market's expansion is fueled by the rising adoption of CRM systems in healthcare settings such as hospitals, clinics, and nursing homes, which are leveraging these tools to enhance patient communication, satisfaction, and operational efficiency. The COVID-19 pandemic has further accelerated this trend, as the need for effective communication and relationship management became paramount. Companies are also investing in the development of innovative CRM solutions, supported by strategic partnerships and fundraising efforts, which are expected to propel market growth.
North America is a dominant region in the healthcare CRM market, attributed to its advanced healthcare infrastructure and growing demand for CRM solutions. The region's market growth is supported by technological advancements, such as the incorporation of AI into CRM systems, and the launch of new web/cloud-based products that offer enhanced functionalities and security. Key players in the market are actively engaging in product launches and strategic collaborations to expand their offerings and reach. Despite challenges like data security concerns and the complexity of CRM systems, the market is expected to continue its upward trajectory, with significant contributions from both North America and other regions.
Global Healthcare CRM Market Size - Table of Contents
-
1. MARKET DYNAMICS
-
1.1 Market Overview
-
1.2 Market Drivers
-
1.2.1 Growing Focus Towards Customer Relationship Management in Healthcare
-
1.2.2 Benefits of CRM Software
-
1.2.3 Technological Advancements Such as Integration of Artificial Intelligence (AI) within CRM tools
-
-
1.3 Market Restraints
-
1.3.1 Concerns Regarding Data Security
-
1.3.2 High Cost and Complexity of CRM Implementation
-
-
1.4 Porter's Five Forces Analysis
-
1.4.1 Threat of New Entrants
-
1.4.2 Bargaining Power of Buyers/Consumers
-
1.4.3 Bargaining Power of Suppliers
-
1.4.4 Threat of Substitute Products
-
1.4.5 Intensity of Competitive Rivalry
-
-
-
2. MARKET SEGMENTATION (Market Size by Value - USD million)
-
2.1 By Deployment Model
-
2.1.1 On-Premise Model
-
2.1.2 Web/Cloud-Based Model
-
-
2.2 By Application
-
2.2.1 Customer Service and Support
-
2.2.2 Sales and Marketing
-
2.2.3 Community Outreach
-
2.2.4 Patient Information Management
-
2.2.5 Other (Clinical trials relationship management, CRM Analytics, Referrals)
-
-
2.3 By End User
-
2.3.1 Hospitals
-
2.3.2 Ambulatory Surgery Centers(ASCS) and Clinics
-
2.3.3 Diagnostic Centers
-
2.3.4 Others (Pharmacies, Medical centers, and Nursing Homes)
-
-
2.4 Geography
-
2.4.1 North America
-
2.4.1.1 United States
-
2.4.1.2 Canada
-
2.4.1.3 Mexico
-
-
2.4.2 Europe
-
2.4.2.1 Germany
-
2.4.2.2 United Kingdom
-
2.4.2.3 France
-
2.4.2.4 Italy
-
2.4.2.5 Spain
-
2.4.2.6 Rest of Europe
-
-
2.4.3 Asia-Pacific
-
2.4.3.1 China
-
2.4.3.2 Japan
-
2.4.3.3 India
-
2.4.3.4 Australia
-
2.4.3.5 South Korea
-
2.4.3.6 Rest of Asia-Pacific
-
-
2.4.4 Middle East and Africa
-
2.4.4.1 GCC
-
2.4.4.2 South Africa
-
2.4.4.3 Rest of Middle East and Africa
-
-
2.4.5 South America
-
2.4.5.1 Brazil
-
2.4.5.2 Argentina
-
2.4.5.3 Rest of South America
-
-
-
Global Healthcare CRM Market Size FAQs
How big is the Global Healthcare CRM Market?
The Global Healthcare CRM Market size is expected to reach USD 18.31 billion in 2024 and grow at a CAGR of 12.58% to reach USD 33.11 billion by 2029.
What is the current Global Healthcare CRM Market size?
In 2024, the Global Healthcare CRM Market size is expected to reach USD 18.31 billion.