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%.
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.
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
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.
By Region
North America
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
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.
North America has the largest market share for the Global Healthcare CRM Market with a share of about 53.6 % in 2024.
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.
The market is growing at a CAGR of 11 percent over the forecasted period.