The CRM analytics market refers to the software and services that help companies to analyze customer data and interactions to improve customer relationships and drive business growth. CRM (Customer Relationship Management) analytics solutions provide insights into customer behavior, preferences, and patterns to help businesses better understand their customers and create personalized experiences.

The global CRM analytics market is expected to grow significantly in the coming years, driven by increasing demand for customer-centric marketing strategies and the need to improve customer experience. The CRM analytics market size is expected to grow from USD 9.4 billion in 2020 to USD 21.89 Billion by 2030, at a CAGR of 12.65% during the forecast period.

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Key Players: 

Some of the key players in the CRM analytics market include,

• Salesforce
• IBM
• Oracle
• SAP
• Microsoft
• Adobe
• SAS Institute
• Teradata
• Accenture
• Infosys

These companies offer a range of CRM analytics solutions, including cloud-based and on-premises software, consulting services, and support services.

Regional Analysis:

The CRM analytics market is segmented by region into North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America.

North America is the largest market for CRM analytics, owing to the presence of a large number of vendors and increasing investments in digital technologies. The United States is the largest contributor to the market in the region, driven by the adoption of cloud-based solutions, increasing demand for advanced analytics, and the need to improve customer experience.

Europe is also a significant market for CRM analytics, driven by the increasing adoption of digital technologies and the need to comply with data protection regulations. The United Kingdom, Germany, and France are the major contributors to the market in the region, owing to the presence of large enterprises and the increasing demand for personalized customer experiences.

The Asia-Pacific region is expected to witness significant growth in the CRM analytics market, owing to the increasing adoption of digital technologies and the growing e-commerce industry. Countries such as China, Japan, and India are expected to drive the market in the region, owing to the increasing investments in customer engagement and the need to improve customer experience.

The Middle East & Africa and Latin America are also expected to witness significant growth in the CRM analytics market, driven by increasing investments in digital technologies and the need to improve customer experience. However, the market in these regions is relatively small compared to North America, Europe, and Asia-Pacific.

Market Segmentation: 

The CRM analytics market is segmented based on component, deployment mode, organization size, application, and industry vertical.

Based on component:

Software: This segment includes various CRM analytics software solutions such as sales analytics, marketing analytics, customer service analytics, and social media analytics.

Services: This segment includes consulting services, implementation services, and support and maintenance services.

Based on deployment mode:

Cloud: This segment includes cloud-based CRM analytics solutions, which are accessed over the internet and hosted on third-party servers.

On-premises: This segment includes on-premises CRM analytics solutions, which are installed on the customer's premises and managed by their IT staff.

Based on organization size: Small and Medium-sized Enterprises (SMEs), Large Enterprises

Based on application: Sales Analytics, Marketing Analytics, Customer Service Analytics, Social Media Analytics, Others

Based on industry vertical: Banking, Financial Services and Insurance (BFSI), Healthcare, Retail, Telecommunications, Energy and Utilities, Manufacturing, Others

These segments are further divided into sub-segments, based on various factors such as industry vertical, organization size, and region. This segmentation helps businesses to identify their target audience and tailor their marketing and sales strategies accordingly. It also helps vendors to understand the specific needs of their customers and offer customized solutions.

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CRM Analytics Industry Developments:

January: Salesforce acquired Tableau Software for $15.7 billion. This acquisition is expected to help Salesforce expand its CRM analytics capabilities and better compete with other CRM vendors.

February: Microsoft announced the general availability of Dynamics 365 Customer Insights. This new product is designed to help businesses better understand their customers and make more informed decisions.

March: Google Cloud launched its CRM Analytics suite. This suite of products includes tools for data integration, data visualization, and predictive analytics.

April: Oracle announced the release of its Oracle CRM Analytics Cloud. This cloud-based platform offers a variety of CRM analytics features, including data visualization, predictive analytics, and machine learning.

May: SAP released its SAP CRM Analytics 2023 release. This release includes new features for data visualization, predictive analytics, and customer journey management.

June: IBM announced the general availability of its IBM Watson Customer Insights. This new product is designed to help businesses better understand their customers and make more informed decisions.

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