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  • Healthcare CRM Market

Healthcare CRM Market By Application (Sales, Customer Service and Support, Digital Commerce, Marketing, Cross-CRM), By Deployment mode, By End User, By component - Global Industry Outlook, Key Companies (Microsoft, Cerner Corporation, IBM and others), Trends and Forecast 2024-2033

Published on : May-2024  Report Code : RC-916  Pages Count : 245  Report Format : PDF
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Market Overview

The Global Healthcare CRM Market is expected to dominate with USD 18.5 billion in 2024 and is anticipated to grow to USD 47.3 billion by 2033 at a CAGR of 11.0%.
 
Healthcare CRM Market growth Analysis 
This market uses a CRM platform which is used to manage and analyze interactions and relationships with patients, healthcare providers, and other stakeholders within the healthcare industry. The functionality of this platform includes patient data management, appointment scheduling, communication management, marketing automation, and analytics. It helps to track patient interactions, preferences, and history to provide personalized care and enhance patient satisfaction.

Key Takeaways

  • The sales segment as an application is expected to grow with the highest revenue share of 25.7% in 2024.
  • Based on deployment, the cloud/ web-based segment is anticipated to dominate this market with a high revenue share of 63.1% in 2024.
  • The healthcare payers segment is expected to account for the highest revenue of 36.0% in 2024.
  • Software is anticipated to emerge as the dominant segment based on components in 2024.
  • North America is expected to dominate with the highest revenue share of 53.6 % in 2024.

Use Cases

  • Healthcare CRM platforms offer powerful analytics and reporting ability which allow organizations to track key performance indicators, measure patient satisfaction, and identify improvement areas by analyzing data on patient interactions, and appointment scheduling.
  • It helps the healthcare profession to identify potential patients through marketing campaigns by analyzing patient demographics, preferences, and behavioral patterns.
  • CRM tools enable marketers to segment the consumer and send personalized marketing messages accordingly.
  • This platform enables healthcare providers to collaborate more effectively by centralizing patient information, treatment plans, and communication logs. They can use CRM features to ensure smooth transitions between different providers and departments.

Market Dynamic

The healthcare sector's growing need for automation and structured data is expected to drive market expansion. Also, the requirement for CRM focused on healthcare is highly influenced by advancements in the field of Information and communication technology. Further, pandemic, laboratories, clinics, and hospitals used healthcare CRM solutions to schedule and manage patient visits, which further increases the growth of this market.

This market is expected to grow due to the rising need for early treatment through home care, virtual care, mobile monitoring, and disease-monitoring apps. Furthermore, this market is the solution for a variety of requirements for both service providers and patients which include care coordination and management, communication services, database management, predictive analytics, chronic disease management, and collaborative services. 

The medical sector increasingly adopting this system to improve integration across departments, cost reduction, high patient satisfaction, and multiple benefits for administrative staff. Moreover, social marketing techniques are forecasted to increase this market throughout the period. However, these platform deals with strict regulations imposed by the government which hampering the growth of this market.

Research Scope and Analysis

By Component

Software is anticipated to emerge as the dominant segment in this market in 2024. The rise in healthcare spending is the major factor behind the wide use of CRM software, particularly in hospitals, to enhance service delivery and management as the key growth driver of this sector. This software helps healthcare providers to handle medical information such as demographics, medical history, appointments, communication, and so on.

The service sector will also grow during the coming year due to the increasing demand for new healthcare services designed to facilitate advanced communication between healthcare providers and patients. Also, these services include many tools like messaging services, online forms, emails, and comment forms.

By Deployment mode

The cloud/ web-based segment is expected to dominate this market with a high revenue share of 63.1% in 2024 due to its solutions which are managed and hosted by third-party providers, offering flexible data management with scalable options.

Healthcare CRM Market Deployment mode Share Analysis

The growth of this segment is attributed to the increasing adoption of cloud technologies, continuous digital transformation in healthcare, and efforts by leading companies. Companies like IBM, SAP, Accenture, Cerner, and Salesforce are providing healthcare services by using CRM solutions.

The on-premise model segment is anticipated to capture a significant portion of the market in 2024 due to hosting the necessary components, such as server hardware, software licenses, integration tools, and IT staff, directly within an organization's facilities. They primarily focused on sales force automation with a high degree of customization and control. This model offers advantages like accelerating sales, managing pipelines, handling cases, managing campaigns and leads, as well as reporting, dashboards, and process automation.

By Application

The sales segment is expected to dominate with the highest revenue share of 25.7% in 2024. CRM platform focuses on improving the sales processes for healthcare products and services which helps in managing leads, tracking sales opportunities, and forecasting trends. This platform involves managing relationships with patients or selling wellness programs for healthcare providers which drives the growth of this segment.
 
Additionally, the customer service and support segment is expected to show high market share in 2024. This segment used the CRM platform to manage interactions with current patients and clients, ensuring they receive timely and effective customer support. This segment is continuously growing due to the availability of CRM solutions available in the market and the initiatives taken by key players.

By End User

Based on End Users, the market is divided into Healthcare Providers, Healthcare payers, the Life science industry, and others. The healthcare payers segment is expected to account for the highest revenue of 36.0% in 2024 as it consists of insurance companies, health maintenance organizations, and other entities responsible for financing healthcare services. CRM platform focuses on managing member relationships, enrollment, claims processing, provider network management, and customer service for healthcare payers. 

Furthermore, the healthcare provider segment is also significantly dominating the market as it includes hospitals, clinics, physician practices, and other entities that help in delivering CRM-based healthcare services directly to patients. Moreover, the life science industry uses CRM-based solutions which are employed in the research, development, manufacturing, and marketing of healthcare products.

The Healthcare CRM Market Report is segmented based on the following

By Component

  • Software
  • Services

By Deployment mode

  • On-premise Model
  • Cloud/Web-based Model

By Application

  • Sales
  • Customer Service and Support
  • Digital Commerce
  • Marketing
  • Others

By End User

  • Healthcare Providers
  • Healthcare Payers
  • Life Science Industry
  • Others

Regional Analysis

North America is expected to dominate with the highest revenue share of 53.6 % in 2024 due to strong network and IT infrastructure. The market is growing in this region due to the Affordable Healthcare Act and government initiatives like Health Connect and e-health boosting industry expansion. This region is expanding due to a large pool of established payers, hospitals, and rising healthcare CRM usage. Asia is the second-largest region in this market growing due to the rising investor's interest in the industry. The rising number of hospitals in this region requires computerized records systems and other software to simplify the processes and therefore attributed to market growth. Countries like India, and China are developing their domestic healthcare infrastructure, which is expected to attract many manufacturers.

Healthcare CRM Market Regional Analysis

By Region

North America
  • The U.S.
  • Canada
Europe
  • Germany
  • The U.K.
  • France
  • Italy
  • Russia
  • Spain
  • Benelux
  • Nordic
  • Rest of Europe
Asia-Pacific
  • China
  • Japan
  • South Korea
  • India
  • ANZ
  • ASEAN
  • Rest of Asia-Pacific
Latin America
  • Brazil
  • Mexico
  • Argentina
  • Colombia
  • Rest of Latin America
Middle East & Africa
  • Saudi Arabia
  • UAE
  • South Africa
  • Israel
  • Egypt
  • Rest of MEA

Competitive Landscape

Companies like IBM, Microsoft, and SAP are shifting their focus towards cognitive technology and artificial intelligence to improve patient experiences and capture significant market share. Major players are adopting product launches, acquisitions, and collaborations to improve the product portfolio of healthcare CRM products. Businesses are introducing innovative medical instruments to diversify their product portfolios and extend their market reach.

The key players profiled in the market report include Salesforce.Com Inc, Microsoft Corporation, Oracle Corporation, Pegasystems Inc.

Some of the prominent players in the global healthcare CRM market are
  • Microsoft
  • Cerner Corporation
  • IBM
  • SAP
  • Accenture
  • Zoho Corporation
  • hc1
  • LeadSquared
  • Salesforce
  • Veeva Systems
  • Talisma
  • Others

Recent Development

  • In September 2023, Accenture acquired Nautilus Consulting which specializes in Electronic Patient Record solutions that improve Accenture’s digital transformation, implementation, and optimization capabilities across the U.K. and global healthcare space.
  • In August 2023, SSM Health and Siemens Healthineers announced a new partnership agreement focused on expanding access to high-quality care and training the next generation of healthcare workers which creates the largest geographic Siemens Healthineers strategic partnership to date.
  • In May 2023, Graduate Hotels chose Infor Hospitality Management Solution for its property management system to unify and refine operations, deliver superior guest experiences, and implement and execute an intelligent strategy that is fully based on the Infor cloud-based platform.
  • In January 2023, a new digital self-service feature platform was introduced named Sugar CRM, which is a CRM platform provider that offers intuitive dashboards, comprehensive reports, self-guided selling best practices, AI-powered insights, and an easy-to-use mobile CRM app, among others.

Report Details

Report Characteristics
Market Size (2024) USD 18.5 Bn
Forecast Value (2033) USD 47.3 Bn
CAGR (2024-2033) 11.0%
Historical Data 2018 – 2023
Forecast Data 2024 – 2033
Base Year 2023
Estimate Year 2024
Report Coverage Market Revenue Estimation, Market Dynamics, Competitive Landscape, Growth Factors and etc.
Segments Covered By Functionality (Customer Service and Support, Digital Commerce, Marketing, Sales, Cross -CRM), By Deployment mode (On-premise Model, Cloud/Web-based Model), By End User (Healthcare Providers, Healthcare Payers, Life Sciences Industry, Others)
Regional Coverage North America – The US and Canada; Europe – Germany, The UK, France, Russia, Spain, Italy, Benelux, Nordic, & Rest of Europe; Asia- Pacific– China, Japan, South Korea, India, ANZ, ASEAN, Rest of APAC; Latin America – Brazil, Mexico, Argentina, Colombia, Rest of Latin America; Middle East & Africa – Saudi Arabia, UAE, South Africa, Turkey, Egypt, Israel, & Rest of MEA
Prominent Players Microsoft, Cerner Corporation, IBM, SAP, Accenture, Zoho Corporation, hc1, LeadSquared, Salesforce, Veeva Systems, Talisma, and Other Key Players
Purchase Options We have three licenses to opt for: Single User License (Limited to 1 user), Multi-User License (Up to 5 Users), and Corporate Use License (Unlimited User) along with free report customization equivalent to 0 analyst working days, 3 analysts working days and 5 analysts working days respectively.

 

Frequently Asked Questions

  • How big is the Global Healthcare CRM Market?

    The Global Healthcare CRM Market size is estimated to have a value of USD 18.5 billion in 2024 and is expected to reach USD 47.3 billion by the end of 2033.

  • Which region accounted for the largest Global Healthcare CRM Market?

    North America has the largest market share for the Global Healthcare CRM Market with a share of about 53.6 % in 2024.

  • Who are the key players in the Global Healthcare CRM Market?

    Some of the major key players in the Global Healthcare CRM Market are Salesforce.Com Inc, Microsoft Corporation, Oracle Corporation, Pegasystems Inc. and many others.

  • What is the growth rate in the Global Healthcare CRM Market?

    The market is growing at a CAGR of 11 percent over the forecasted period.

  • Contents

      1.Introduction
        1.1.Objectives of the Study
        1.2.Market Scope
        1.3.Market Definition and Scope
      2.Healthcare CRM Market Overview
        2.1.Global Healthcare CRM Market Overview by Type
        2.2.Global Healthcare CRM Market Overview by Application
      3.Healthcare CRM Market Dynamics, Opportunity, Regulations, and Trends Analysis
        3.1.Market Dynamics
          3.1.1.Healthcare CRM Market Drivers
          3.1.2.Healthcare CRM Market Opportunities
          3.1.3.Healthcare CRM Market Restraints
          3.1.4.Healthcare CRM Market Challenges
        3.2.Emerging Trend/Technology
        3.3.PESTLE Analysis
        3.4.PORTER'S Five Forces Analysis
        3.5.Technology Roadmap
        3.6.Opportunity Map Analysis
        3.7.Case Studies
        3.8.Opportunity Orbits
        3.9.Pricing Analysis
        3.10.Ecosystem Analysis
        3.11.Supply/Value Chain Analysis
        3.12.Covid-19 & Recession Impact Analysis
        3.13.Product/Brand Comparison
      4.Global Healthcare CRM Market Value ((US$ Mn)), Share (%), and Growth Rate (%) Comparison by By Component, 2017-2032
        4.1.Global Healthcare CRM Market Analysis by By Component: Introduction
        4.2.Market Size and Forecast by Region
        4.3.Software
        4.4.Services
      5.Global Healthcare CRM Market Value ((US$ Mn)), Share (%), and Growth Rate (%) Comparison by By Deployment mode, 2017-2032
        5.1.Global Healthcare CRM Market Analysis by By Deployment mode: Introduction
        5.2.Market Size and Forecast by Region
        5.3.On-premise Model
        5.4.Cloud/Web-based Model
      6.Global Healthcare CRM Market Value ((US$ Mn)), Share (%), and Growth Rate (%) Comparison by By Application, 2017-2032
        6.1.Global Healthcare CRM Market Analysis by By Application: Introduction
        6.2.Market Size and Forecast by Region
        6.3.Sales
        6.4.Customer Service and Support
        6.5.Digital Commerce
        6.6.Marketing
        6.7.Others
      7.Global Healthcare CRM Market Value ((US$ Mn)), Share (%), and Growth Rate (%) Comparison by By End User, 2017-2032
        7.1.Global Healthcare CRM Market Analysis by By End User: Introduction
        7.2.Market Size and Forecast by Region
        7.3.Healthcare Providers
        7.4.Healthcare Payers
        7.5.Life Science Industry
        7.6.Others
      10.Global Healthcare CRM Market Value ((US$ Mn)), Share (%), and Growth Rate (%) Comparison by Region, 2017-2032
        10.1.North America
          10.1.1.North America Healthcare CRM Market: Regional Analysis, 2017-2032
            10.1.1.1.The US
            10.1.1.2.Canada
        10.2.1.Europe
          10.2.1.Europe Healthcare CRM Market: Regional Trend Analysis
            10.2.1.1.Germany
            10.2.1.2.France
            10.2.1.3.UK
            10.2.1.4.Russia
            10.2.1.5.Italy
            10.2.1.6.Spain
            10.2.1.7.Nordic
            10.2.1.8.Benelux
            10.2.1.9.Rest of Europe
        10.3.Asia-Pacific
          10.3.1.Asia-Pacific Healthcare CRM Market: Regional Analysis, 2017-2032
            10.3.1.1.China
            10.3.1.2.Japan
            10.3.1.3.South Korea
            10.3.1.4.India
            10.3.1.5.ANZ
            10.3.1.6.ASEAN
            10.3.1.7.Rest of Asia-Pacifc
        10.4.Latin America
          10.4.1.Latin America Healthcare CRM Market: Regional Analysis, 2017-2032
            10.4.1.1.Brazil
            10.4.1.2.Mexico
            10.4.1.3.Argentina
            10.4.1.4.Colombia
            10.4.1.5.Rest of Latin America
        10.5.Middle East and Africa
          10.5.1.Middle East and Africa Healthcare CRM Market: Regional Analysis, 2017-2032
            10.5.1.1.Saudi Arabia
            10.5.1.2.UAE
            10.5.1.3.South Africa
            10.5.1.4.Israel
            10.5.1.5.Egypt
            10.5.1.6.Turkey
            10.5.1.7.Rest of MEA
      11.Global Healthcare CRM Market Company Evaluation Matrix, Competitive Landscape, Market Share Analysis, and Company Profiles
        11.1.Market Share Analysis
        11.2.Company Profiles
          11.3.1.Company Overview
          11.3.2.Financial Highlights
          11.3.3.Product Portfolio
          11.3.4.SWOT Analysis
          11.3.5.Key Strategies and Developments
        11.4.Microsoft
          11.4.1.Company Overview
          11.4.2.Financial Highlights
          11.4.3.Product Portfolio
          11.4.4.SWOT Analysis
          11.4.5.Key Strategies and Developments
        11.5.Cerner Corporation
          11.5.1.Company Overview
          11.5.2.Financial Highlights
          11.5.3.Product Portfolio
          11.5.4.SWOT Analysis
          11.5.5.Key Strategies and Developments
        11.6.IBM
          11.6.1.Company Overview
          11.6.2.Financial Highlights
          11.6.3.Product Portfolio
          11.6.4.SWOT Analysis
          11.6.5.Key Strategies and Developments
        11.7.SAP
          11.7.1.Company Overview
          11.7.2.Financial Highlights
          11.7.3.Product Portfolio
          11.7.4.SWOT Analysis
          11.7.5.Key Strategies and Developments
        11.8.Accenture
          11.8.1.Company Overview
          11.8.2.Financial Highlights
          11.8.3.Product Portfolio
          11.8.4.SWOT Analysis
          11.8.5.Key Strategies and Developments
        11.9.Zoho Corporation
          11.9.1.Company Overview
          11.9.2.Financial Highlights
          11.9.3.Product Portfolio
          11.9.4.SWOT Analysis
          11.9.5.Key Strategies and Developments
        11.10.hc1
          11.10.1.Company Overview
          11.10.2.Financial Highlights
          11.10.3.Product Portfolio
          11.10.4.SWOT Analysis
          11.10.5.Key Strategies and Developments
        11.11.LeadSquared
          11.11.1.Company Overview
          11.11.2.Financial Highlights
          11.11.3.Product Portfolio
          11.11.4.SWOT Analysis
          11.11.5.Key Strategies and Developments
        11.12.Salesforce
          11.12.1.Company Overview
          11.12.2.Financial Highlights
          11.12.3.Product Portfolio
          11.12.4.SWOT Analysis
          11.12.5.Key Strategies and Developments
        11.13.Veeva Systems
          11.13.1.Company Overview
          11.13.2.Financial Highlights
          11.13.3.Product Portfolio
          11.13.4.SWOT Analysis
          11.13.5.Key Strategies and Developments
        11.14.Talisma
          11.14.1.Company Overview
          11.14.2.Financial Highlights
          11.14.3.Product Portfolio
          11.14.4.SWOT Analysis
          11.14.5.Key Strategies and Developments
      12.Assumptions and Acronyms
      13.Research Methodology
      14.Contact
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