Thailand CRM Market Size (2024 - 2029)

The Thailand CRM market is experiencing significant growth, driven by the increasing demand for intelligent and integrated solutions that incorporate analytics. This expansion is fueled by the need for enterprises, both small and large, to enhance customer satisfaction and adapt to evolving market demands. The integration of artificial intelligence into CRM systems is enhancing customer interactions, while trends like BYOD are further promoting CRM adoption by providing employees with real-time access to critical data. Despite the challenges associated with CRM implementation, such as data migration and system configuration, the market continues to grow, influenced by the digital transformation accelerated by the COVID-19 pandemic.

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Market Size of Thailand CRM Industry

Thailand CRM Market Summary
Study Period 2019-2029
Base Year For Estimation 2023
Market Size (2024) USD 157.38 Million
Market Size (2029) USD 227.60 Million
CAGR (2024 - 2029) 12.02 %
Market Concentration Medium

Major Players

Thailand CRM Market Major Players

*Disclaimer: Major Players sorted in no particular order

Thailand CRM Market Analysis

The Thailand CRM Market size is estimated at USD 157.38 million in 2024, and is expected to reach USD 227.60 million by 2029, growing at a CAGR of 12.02% during the forecast period (2024-2029).

Customer Relationship Management (CRM) software is among Thailand's fastest-growing enterprise software categories. Enterprises are focusing on intelligent and integrated CRM solutions with capabilities for analytics. Small and large enterprises in the country are looking to adopt CRM solutions. Customer satisfaction is considered the most important sales metric. There is a rising need for CRM systems to evolve with great precision and support early adopters and newer ones with predictive analytics.

  • Artificial intelligence (AI) is used in various technologies, including machine learning, predictive analytics, natural language processing, and robots. CRM firms have been investing in, acquiring, and developing solutions that use AI to maximize customer interactions. As AI chatbots handle more service queries, CRM software records and uses information. For example, a car insurance claim is initiated using a web chat. During job completion, the chatbot obtains necessary data, such as the customer's name, and authenticates the consumer and vehicle.
  • The rising adoption of the BYOD trend in the region is expected to adopt CRM solutions further. BYOD is emerging as a notable trend in this era of flexibility and network accessibility for employees working in the region for multiple enterprises, making the workplace more productive. CRM makes enterprises build their image, and BYOD provides its employees with real-time access to essential data, which is used to resolve customer queries, thereby enhancing CRM.
  • Regional players in Thailand, such as Choco CRM Thailand, offer a digital platform for operating a better business for their customers. Choco CRM delivers a running platform for SMEs to compete with large-scale businesses and exponentially raise their competitive capability to equal big players in the market.
  • Operational and implementational challenges associated with CRM systems or software are major market growth challenges. Implementation includes data migration, system configuration, and training. Implementing a CRM system involves significant steps, as it allows the use of appropriate information technologies to coordinate marketing, sales, activities, and services and enhance the customer experience.

The COVID-19 pandemic significantly impacted the Thai Customer Relationship Management (CRM) market, pushing the adoption of digital solutions and reshaping customer behavior.

Thailand CRM Industry Segmentation

Customer relationship management technology helps manage a company's interactions with its customers and potential customers.

The Thai CRM market is segmented by organization size (small and medium, large scale), deployment mode (cloud, on-premise, hybrid), and end-user vertical (services, manufacturing, BFSI, retail and logistics, government, and other end-user verticals). The market size and forecasts are provided in terms of value (USD) for all the above segments.

By Organization Size
Small and Medium
Large Scale
By Deployment Mode
Cloud
On-premise
Hybrid
By End-user Vertical
Services
Manufacturing
BFSI
Retail and Logistics
Government
Other End-user Verticals (construction, Not For Profits, Education, Energy & Utilities, Etc.)
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Thailand CRM Market Size Summary

The Thailand CRM market is experiencing robust growth, driven by the increasing adoption of intelligent and integrated CRM solutions across various enterprise sizes. Businesses in Thailand are prioritizing customer satisfaction and are keen on leveraging CRM systems that incorporate advanced analytics and artificial intelligence to enhance customer interactions. The rise of the BYOD trend is further propelling the adoption of CRM solutions, as it allows employees real-time access to essential data, thereby improving customer query resolution. Regional players like Choco CRM Thailand are empowering SMEs to compete with larger enterprises by offering platforms that enhance competitive capabilities. However, challenges such as data migration, system configuration, and training pose significant hurdles to CRM implementation, which is crucial for coordinating marketing, sales, and service activities to improve customer experience.

The demand for CRM solutions is particularly strong in Thailand's retail and logistics sectors, where companies are striving to differentiate themselves through personalized customer experiences and targeted marketing campaigns. The increasing digitalization and e-commerce adoption in the region are creating substantial opportunities for CRM providers to leverage data analytics for targeted customer engagement. Cloud-based CRM solutions are gaining traction due to their scalability and flexibility, allowing businesses to adjust their CRM capabilities based on evolving needs. The market is semi-consolidated, with key players like Salesforce, Microsoft, Oracle, SAP, and IBM continuously innovating to maintain a competitive edge. Strategic alliances and acquisitions, such as those by EVme and Fujitsu, are further enhancing CRM capabilities and supporting digital transformation efforts in the country.

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Thailand CRM Market Size - Table of Contents

  1. 1. MARKET DYNAMICS

    1. 1.1 Market Overview

    2. 1.2 Industry Attractiveness - Porter's Five Forces Analysis

      1. 1.2.1 Bargaining Power of Suppliers

      2. 1.2.2 Bargaining Power of Buyers

      3. 1.2.3 Threat of New Entrants

      4. 1.2.4 Threat of Substitute Products

      5. 1.2.5 Intensity of Competitive Rivalry

    3. 1.3 Market Drivers

      1. 1.3.1 Global Cues, Such as BYOD and Use of it Tools For Driving Decision Making Expected to Provide Ample Scope For Future Growth

      2. 1.3.2 Emergence of Several Pure-play CRM Solutions at a Local And Regional-level to Compete With the Top 5 Incumbents

      3. 1.3.3 Increasing Adoption From SMEs Aided By Flexible Pricing Strategies Provided By the Vendors

    4. 1.4 Market Restraints

      1. 1.4.1 Operational and Implementational Challenges

      2. 1.4.2 Cost and Lack of Resources and Skilled Professionals

    5. 1.5 Analysis of the Global CRM Landscape

    6. 1.6 Assessment of the Impact of COVID-19 on the Thailand CRM Market

    7. 1.7 Key Segments in the CRM Industry

    8. 1.8 Key Considerations Involved in the Selection of a CRM Tool in the Thailand Region

  2. 2. MARKET SEGMENTATION

    1. 2.1 By Organization Size

      1. 2.1.1 Small and Medium

      2. 2.1.2 Large Scale

    2. 2.2 By Deployment Mode

      1. 2.2.1 Cloud

      2. 2.2.2 On-premise

      3. 2.2.3 Hybrid

    3. 2.3 By End-user Vertical

      1. 2.3.1 Services

      2. 2.3.2 Manufacturing

      3. 2.3.3 BFSI

      4. 2.3.4 Retail and Logistics

      5. 2.3.5 Government

      6. 2.3.6 Other End-user Verticals (construction, Not For Profits, Education, Energy & Utilities, Etc.)

Thailand CRM Market Size FAQs

The Thailand CRM Market size is expected to reach USD 157.38 million in 2024 and grow at a CAGR of 12.02% to reach USD 227.60 million by 2029.

In 2024, the Thailand CRM Market size is expected to reach USD 157.38 million.

Thailand CRM Market Report Snapshots

Thailand CRM Market Size & Share Analysis - Growth Trends & Forecasts (2024 - 2029)