The global healthcare CRM market is anticipated to reach a value of USD 9.6 billion by 2026, growing at a CAGR of 10.4% during the forecast period from 2020 to 2026. Customer relationship management solutions provide healthcare organizations and systems with robust workflow efficiency while offering seamless patient satisfaction and service.

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Healthcare CRM at present has evolved to become a commonplace in the healthcare system in the developed countries; however, the impact of CRM technologies is not yet profound on the overall healthcare system, due to high investment and the market strategies adopted by the solutions providers. Many believe that CRM is essentially a contact management system for healthcare data. However, the scope of healthcare CRM goes beyond to become a strategic tool. Healthcare CRM also assists in precision marketing by efficiently offering precise solutions to the consumers. This solution is also beneficial in public health management as population data and computational predictive models on population health can be derived through healthcare CRM.
The global healthcare CRM market is segmented based on components: software and services; deployment mode: on premise and cloud; and function: sales and marketing, customer service and support, case management and others. In 2019, cloud-based CRM model occupies the larger market share on the global front. Through the forecast period, this segment will also progress at the highest CAGR. Ease in outsourcing, less maintenance cost, improving security features and improving accessibility to different departments advocate the dominance of this segment. Furthermore, customer service and support segment shall account for the largest market share in the healthcare CRM industry throughout the forecast period. Increasing focus of healthcare organizations on better patient engagement, increased pressure on organizations for cost containment and growing importance of ensuring patient satisfaction are some other factors enabling the prominent position of this segment.

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Geographically North America and Europe lead the global healthcare CRM market in terms of both the number of deployment and revenue. Presence of evolved healthcare infrastructure, better affordability and rapid adoption of novel technological solutions in these regions is a prime factor attributed to their dominance. Emerging regions of Asia Pacific and Middle East & Africa shall witness rapid growth during the forecast period on the ground of rapidly evolving healthcare infrastructures.
Some of the major companies engaged in the global healthcare CRM market are Salesforce.Com, Inc., Oracle, Siemens Healthineers, Microsoft, IBM, SAP SE, Influence Health, Inc. (HealthGrades), SugarCRM, Accenture and Infor, Inc. Partnerships among cash rich companies along with technologically evolved counterparts is a commonplace in this market. Further market consolidation is anticipated in this space during the course of the forecast period.

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Key Segments of the Global Healthcare CRM Market
Component Overview, 2016-2026 (USD Million)
Software
Services
Delivery Mode Overview, 2016-2026 (USD Million)
On Premise
Cloud
Public
Private
Hybrid
Function Overview, 2016-2026 (USD Million)
Sales and Marketing
Customer Service and Support
Case Management
Others
Regional Overview, 2016-2026 (USD Million)
North America
U.S.
Canada
Europe
Germany
United Kingdom
France
Rest of Europe
Asia Pacific
China
Japan
India
Rest of Asia Pacific
Latin America
Brazil
Mexico
Rest of Latin America
Middle East & Africa

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