CRM Market Size | Share Analysis 2025

Q: Which businesses benefit most from CRM systems?

CRM tools are widely used by SMEs, enterprises, and startups to manage sales pipelines, automate marketing, and enhance customer engagement.

Q: What deployment models are most popular in the CRM market?

Cloud-based SaaS CRM platforms dominate due to their scalability, flexibility, and cost-effectiveness.

Q: What are the top features customers look for in CRM tools?

The top features of CRM tools are the ease of integration, automation, real-time reporting, AI insights, mobile access, and user-friendly dashboards.

Q: How does CRM help increase revenue?

To improve the lead conversion rates, enhancing upselling opportunities, and retaining loyal customers through personalized engagement.

Q: What are the major challenges in CRM adoption?

Major challenges include poor user adoption, data integration issues, high customization costs, and maintaining data security.

Q: How does 6W market outlook report help businesses in making decisions?

6W monitors the market across 60+ countries Globally, publishing an annual market outlook report that analyses trends, key drivers, Size, Volume, Revenue, opportunities, and market segments. This report offers comprehensive insights, helping businesses understand market dynamics and make informed decisions.

Q: Do you also provide customisation in the market study?

Yes, we provide customisation as per your requirements. To learn more, feel free to contact us on sales@6wresearch.com

Code: MTA4214

Publication Date: Jun 2025

What is the size of the CRM Market?

According to 6Wresearch internal database and industry insights, the Global Customer Relationship Management market was demonstrated around USD 2.2 billion in 2024 and is estimated to reach USD 4.5 billion by 2031, expanding at a robust CAGR of 13.1% during the forecast period 2025-2031.

The CRM market is projected to grow rapidly due to increasing digital transformation, rising demand for personalized customer experiences. Further, the shift toward cloud-based platforms is also contributing in the growth of market. CRM systems play a main role to manage the customer data, automating sales pipelines, and enhancing service delivery across industries.

Key Growth Factors

Expanding enterprise focus on customer lifecycle management
Demand for centralized sales, service, and marketing platforms
Rise in the adoption of mobile and SaaS-based CRM
Acceleration of e-commerce and D2C business models
Integration of AI, chatbots, and predictive analytics in CRMs
Increasing focus on data-driven decision-making and CX

Market Trends

The CRM market is influenced by the growth factors including shift toward intelligent, omnichannel engagement platforms. One major trend is observed in the market that organizations are investing in AI-powered features such as conversational assistants, lead scoring, and sentiment tracking. Moreover, the Cloud-native CRM tools with low-code customization, WhatsApp and social media integration, and real-time analytics are redefining how businesses manage relationships. Industry-specific modules and automation are helping scale CRM use in healthcare, education, BFSI, and retail. Gamification and mobile CRM adoption continue to improve field team productivity.