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Healthcare CRM Market by Component (Software, Service), Delivery (On premise, Cloud, Public, Private, Hybrid), End user (Hospital, ASC, Payers, Life Science), Functionality (CSS, Marketing, Sales, Digital Marketing, AI, Analytics) – Global Forecast to 2023

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Date: 15-Nov-2018
No. of pages: 121
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“The benefits offered by CRM and growing focus on patient engagement are expected to drive the overall growth of the healthcare CRM market”

The healthcare CRM market is estimated to reach USD 17.4 billion by 2023 from USD 8.8 billion in 2018, at a CAGR of 14.6% during the forecast period. CRM is a customer-focused business strategy designed to optimize profitability and customer satisfaction. CRM offers a wide range of benefits to its users, which drives the growth of the healthcare CRM market. Increased focus on patient engagement also contributes to the growth of the market. However, factors such as the high cost of CRM, issues related to patient data security, and complexities in the CRM implementation process restrain the growth of the healthcare CRM market.

‘’Healthcare CRM services to grow at the highest CAGR during the forecast period’’

On the basis of component, the healthcare CRM market is segmented into software and services. The services segment is expected to dominate the healthcare CRM market in 2018. Services form a large component of the healthcare CRM market primarily due to the indispensable role of service providers when it comes to the use of CRM solutions for healthcare. The recurring need for services such as software upgrades and maintenance is the key factor supporting the growth of this segment.

‘’Customer service and support to account for the largest market during the forecast period’’

On the basis of functionality, the healthcare CRM market is segmented into customer service and support, marketing, sales, and digital marketing functionalities.CSS applications are front-office systems with back-end links to support a customer-centric environment. A growing focus on patient engagement, rising pressure on healthcare organizations to reduce costs, and the importance of ensuring customer satisfaction are major factors responsible for the large share of this segment in the healthcare CRM market.

“North America to dominate the market during the forecast period”

The healthcare CRM market is segmented into North America, Europe, Asia, and the Rest of the World (RoW). North America, segmented into the US and Canada, is estimated to hold the largest share of this market in 2018. However, healthcare reforms in North American countries, market saturation due to high competition, and decreasing hospital budgets are likely to hinder market growth. On the other hand, the Asian market is expected to show high growth during the forecast period. Market growth is mainly dueto rising patient awareness, improvement of healthcare systems, growing medical tourism in Asian countries, and favorable government initiatives, among other factors.

The primary interviews conducted for this report can be categorized as follows:


  • By Company Type: Tier 1 (44%), Tier 2 (36%),and Tier 3 (20%)

  • By Designation: C-level (22%), D-level (28%),and Others (50%)

  • By Region: North America (48%),Europe (21%),Asia (26%), and RoW (5%)


List of Companies Profiled in the Report


  • Salesforce.com, Inc. (US)

  • SAP SE (Germany)

  • Oracle (US)

  • Microsoft (US)

  • IBM (US)

  • Influence Health (US)

  • SugarCRM (US)

  • Accenture (Ireland)

  • Healthgrades (US)

  • Infor, Inc. (US)


Research Coverage:

The report provides a picture of the global healthcare CRM market. It aims at estimating the market size and future growth potential of this market across different segments, which include components,deployment modes, functionalities, end users, and regions. The report also includes an in-depth competitive analysis of the key players in the market along with their company profiles, recent developments, and key market strategies.

Key Benefits of Buying the Report:

The report will help leaders/new entrants in this market by providing them the closest approximations of revenue numbers for the overall healthcare CRM market and its sub segments. This report will help stakeholders to better understand the competitor landscape and gain more insights in order to better position their businesses and make suitable go-to-market strategies. The report also helps stakeholders understand the pulse of the market and provides them with information on the key market drivers, restraints, challenges, and opportunities.

Healthcare CRM Market by Component (Software, Service), Delivery (On premise, Cloud, Public, Private, Hybrid), End user (Hospital, ASC, Payers, Life Science), Functionality (CSS, Marketing, Sales, Digital Marketing, AI, Analytics) – Global Forecast to 2023

Table of Contents

1 Introduction
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.3.1 Markets Covered
1.3.2 Years Considered for the Study
1.4 Currency
1.5 Limitations
1.6 Stakeholders

2 Research Methodology
2.1 Research Data
2.1.1 Secondary Data
2.1.1.1 Key Data From Secondary Sources
2.1.2 Primary Data
2.1.2.1 Key Data From Primary Sources
2.1.2.2 Key Industry Insights
2.2 Market Size Estimation
2.3 Market Breakdown and Data Triangulation
2.4 Assumptions for the Study

3 Executive Summary

4 Premium Insights
4.1 Healthcare CRM: Market Overview
4.2 Healthcare CRM Market, By Component (2018–2023)
4.3 Healthcare CRM Market, By Delivery Model, 2018 vs. 2023 (USD Billion)
4.4 Healthcare CRM Market, By Functionality
4.5 Healthcare CRM Market, By End User, 2018 vs. 2023 (USD Billion)
4.6 Healthcare CRM Market: Geographic Growth Opportunities

5 Market Overview
5.1.1 Drivers
5.1.1.1 Benefits of CRM Software
5.1.1.2 Growing Focus on Patient Engagement
5.1.2 Restraints
5.1.2.1 Concerns Regarding Data Security
5.1.2.2 High Cost and Complexity of CRM Implementation
5.1.3 Opportunities
5.1.3.1 Ai-Powered CRM
5.1.3.2 Predictive Analytics in CRM
5.1.4 Challenges
5.1.4.1 Integration Challenges

6 Healthcare CRM Market, By Component
6.1 Introduction
6.2 Services
6.2.1 Services to Account for the Larger Share of the Healthcare CRM Market in 2018
6.3 Software
6.3.1 Ongoing Research & Launch of Advanced CRM Solutions Powered With Analytics and Artificial Intelligence to Drive Market Growth

7 Healthcare CRM Market, By Deployment Model
7.1 Introduction
7.2 On-Premise Model
7.2.1 Greater Control Over Data and Cost Benefits Offered By On-Premise Solutions to Drive the Growth of This Segment
7.3 Web/Cloud-Based Model
7.3.1 Public Cloud
7.3.1.1 Affordability, Scalability and Flexibility of This Model to Enhance the Growth of This Segment
7.3.2 Private Cloud
7.3.2.1 Growing Concerns Over Data Security Likely to Boost the Growth of This Segment
7.3.3 Hybrid Cloud
7.3.3.1 Greater Control, Reduced Risk and Cost-Efficiency to Drive the Growth of This Segment

8 Healthcare CRM Market, By Functionality
8.1 Introduction
8.2 Customer Service and Support
8.2.1 Growing Pressure to Ensure Patient Engagement and Retention Will Contribute to Market Growth in This Segment
8.3 Marketing
8.3.1 Benefits of Technology-Enabled Marketing to Enhance the Adoption of This Functionality
8.4 Sales
8.4.1 Opportunity Management Systems Will Ensure Streamlining of Sales Processes
8.5 Digital Marketing
8.5.1 Digital Marketing Will Provide Data-Backed Insights to Form Future Engagement Strategies
8.6 Other Functionalities
8.6.1 Ai-Powered CRM Will Have the Potential to Predict Customer Needs

9 Healthcare CRM Market, By End User
9.1 Introduction
9.2 Healthcare Providers
9.2.1 Hospitals
9.2.1.1 Growing Patient Burden and Increasing Focus on Patient Engagement to Drive the Growth of This Segment
9.2.2 Ambulatory Surgery Centers(Ascs) and Clinics
9.2.2.1 Rising Need to Improve Care Delivery and Streamline Business Functions to Drive the Market for This Segment
9.2.3 Diagnostic Centers
9.2.3.1 The Growing Burden of Patients Owing to the Increasing Awareness of Patients for Early Diagnosis is A Major Factor Driving the Growth of This 68
9.3 Life Sciences Industry
9.3.1 CRM Solutions Will Be Mainly Used to Streamline Css, Sales, and Marketing Processes
9.4 Healthcare Payers
9.4.1 Growing Need for Efficient Customer Management to Drive Demand for CRM Solutions in the Healthcare Payers Segment

10 Healthcare CRM Market, By Region
10.1 Introduction
10.2 North America
10.2.1 US
10.2.1.1 The Shift Toward Value-Based Care Will Boost the Adoption of Healthcare CRM in the US
10.2.2 Canada
10.2.2.1 Growing Focus on Improving the Quality of Healthcare in the Country Will Support Market Growth
10.3 Europe
10.3.1 Government Initiatives for Ehealth Technologies to Drive the Growth of This Segment
10.4 Asia
10.4.1 Rising Patient Awareness, Improving Healthcare Systems and Growing Medical Tourism to Boost the Growth of This Segment
10.5 Rest of the World

11 Competitive Landscape
11.1 Overview
11.2 Market Share Analysis
11.3 Competitive Scenario
11.3.1 Partnerships and Agreements (2015–2018)
11.3.2 Product Launches (2015–2018)
11.3.3 Acquisitions (2015–2018)
11.3.4 Expansions (2015–2018)

12 Company Profiles
12.1 Saleforce.Com, Inc.
(Business Overview, Products and Services Offered, Recent Developments, MnM View)*
12.2 Oracle
12.3 Microsoft
12.4 IBM
12.5 SAP SE
12.6 Influence Health, Inc.
12.7 SugarCRM
12.8 Accenture
12.9 Healthgrades
12.10 Infor, Inc.

*Business Overview, Products and Services Offered, Recent Developments, MnM View Might Not Be Captured in Case of Unlisted Companies.

13 Appendix
13.1 Insights From Industry Experts
13.2 Discussion Guide
13.3 Knowledge Store: Marketsandmarkets’ Subscription Portal
13.4 Available Customizations
13.5 Related Reports
13.6 Author Details

List of Tables

Table 1 Healthcare CRM Market, By Component, 2016–2023 (USD Million)
Table 2 Healthcare CRM Services Market, By Region, 2016–2023 (USD Million)
Table 3 North America: Healthcare CRM Services Market, By Country, 2016–2023 (USD Million)
Table 4 Healthcare CRM Software Market, By Region, 2016–2023 (USD Million)
Table 5 North America: Healthcare CRM Software Market, By Country, 2016–2023 (USD Million)
Table 6 Healthcare CRM Market, By Deployment Model, 2016–2023 (USD Million)
Table 7 Healthcare CRM Market for On-Premise Model, By Region, 2016–2023 (USD Million)
Table 8 North America: Healthcare CRM Market for On-Premise Model, By Country, 2016–2023 (USD Million)
Table 9 Healthcare CRM Market for Web/Cloud-Based Model, By Region, 2016–2023 (USD Million)
Table 10 North America: Healthcare CRM Market for Web/Cloud-Based Model, By Country, 2016–2023 (USD Million)
Table 11 Web/Cloud Based Models Market, By Type, 2016–2023 (USD Million)
Table 12 Healthcare CRM Market for Public Cloud, By Region, 2016–2023 (USD Million)
Table 13 Healthcare CRM Market for Private Cloud, By Region, 2016–2023 (USD Million)
Table 14 Healthcare CRM Market for Hybrid Cloud, By Region, 2016–2023 (USD Million)
Table 15 Healthcare CRM Market, By Functionality, 2016–2023 (USD Million)
Table 16 Healthcare CRM Market for Customer Service and Support, By Region, 2016–2023 (USD Million)
Table 17 North America: Healthcare CRM Market for Customer Service and Support, By Country, 2016–2023 (USD Million)
Table 18 Healthcare CRM Market for Marketing, By Region, 2016–2023 (USD Million)
Table 19 North America: Healthcare CRM Market for Marketing , By Country, 2016–2023 (USD Million)
Table 20 Healthcare CRM Market for Sales, By Region, 2016–2023 (USD Million)
Table 21 North America: Healthcare CRM Market for Sales, By Country, 2016–2023 (USD Million)
Table 22 Healthcare CRM Market for Digital Marketing, By Region, 2016–2023 (USD Million)
Table 23 North America: Healthcare CRM Market for Digital Marketing, By Country, 2016–2023 (USD Million)
Table 24 Healthcare CRM Market for Other Functionalities, By Region, 2016–2023 (USD Million)
Table 25 North America: Healthcare CRM Market for Other Functionalities, By Country, 2016–2023 (USD Million)
Table 26 Healthcare CRM Market, By End User, 2016–2023 (USD Million)
Table 27 Healthcare CRM Market for Healthcare Providers, By Region, 2016–2023 (USD Million)
Table 28 North America: Healthcare CRM Market for Healthcare Providers, By Country, 2016–2023 (USD Million)
Table 29 Healthcare Providers Market, By Type, 2016–2023 (USD Million)
Table 30 Healthcare CRM Market for Hospitals, By Region, 2016–2023 (USD Million)
Table 31 Healthcare CRM Market for Ambulatory Surgery Centers and Clinics, By Region, 2016–2023 (USD Million)
Table 32 Healthcare CRM Market for Diagnostic Centers, By Region, 2016–2023 (USD Million)
Table 33 Healthcare CRM Market for the Life Sciences Industry, By Region, 2016–2023 (USD Million)
Table 34 North America: Healthcare CRM Market for the Life Sciences Industry, By Country, 2016–2023 (USD Million)
Table 35 Healthcare CRM Market for Healthcare Payers, By Region, 2016–2023 (USD Million)
Table 36 North America: Healthcare CRM Market for Healthcare Payers, By Country, 2016–2023 (USD Million)
Table 37 Healthcare CRM Market, By Region, 2016–2023 (USD Million)
Table 38 North America: Healthcare CRM Market, By Country, 2016–2023 (USD Million)
Table 39 North America: Healthcare CRM Market, By Component, 2016–2023 (USD Million)
Table 40 North America: Healthcare CRM Market, By Deployment Model, 2016–2023 (USD Million)
Table 41 North America: Healthcare CRM Market, By Functionality, 2016–2023 (USD Million)
Table 42 North America: Healthcare CRM Market, By End User, 2016–2023 (USD Million)
Table 43 US: Healthcare CRM Market, By Component, 2016–2023 (USD Million)
Table 44 US: Healthcare CRM Market, By Deployment Model, 2016–2023 (USD Million)
Table 45 US: Healthcare CRM Market, By Functionality, 2016–2023 (USD Million)
Table 46 US: Healthcare CRM Market, By End User, 2016–2023 (USD Million)
Table 47 Canada: Healthcare CRM Market, By Component, 2016–2023 (USD Million)
Table 48 Canada: Healthcare CRM Market, By Deployment Model, 2016–2023 (USD Million)
Table 49 Canada: Healthcare CRM Market, By Functionality, 2016–2023 (USD Million)
Table 50 Canada: Healthcare CRM Market, By End User, 2016–2023 (USD Million)
Table 51 Europe: Healthcare CRM Market, By Component, 2016–2023 (USD Million)
Table 52 Europe: Healthcare CRM Market, By Deployment Model, 2016–2023 (USD Million)
Table 53 Europe: Healthcare CRM Market, By Functionality, 2016–2023 (USD Million)
Table 54 Europe: Healthcare CRM Market, By End User, 2016–2023 (USD Million)
Table 55 Asia: Healthcare CRM Market, By Component, 2016–2023 (USD Million)
Table 56 Asia: Healthcare CRM Market, By Deployment Model, 2016–2023 (USD Million)
Table 57 Asia: Healthcare CRM Market, By Functionality, 2016–2023 (USD Million)
Table 58 Asia: Healthcare CRM Market, By End User, 2016–2023 (USD Million)
Table 59 RoW: Healthcare CRM Market, By Component, 2016–2023 (USD Million)
Table 60 RoW: Healthcare CRM Market, By Deployment Model, 2016–2023 (USD Million)
Table 61 RoW: Healthcare CRM Market, By Functionality, 2016–2023 (USD Million)
Table 62 RoW: Healthcare CRM Market, By End User, 2016–2023 (USD Million)

List of Figures

Figure 1 Research Design
Figure 2 Market Size Estimation: Bottom-Up Approach
Figure 3 Market Size Estimation: Top-Down Approach
Figure 4 Breakdown of Primary Interviews: By Company Type, Designation, and Region
Figure 5 Data Triangulation Methodology
Figure 6 Healthcare CRM Market, By Component, 2018 vs. 2023 (USD Billion)
Figure 7 Healthcare CRM Market, By Deployment Model, 2018 vs. 2023 (USD Billion)
Figure 8 Healthcare CRM Market, By Functionality Model, 2018 vs. 2023
Figure 9 Healthcare CRM Market, By End User, 2018 vs. 2023 (USD Billion)
Figure 10 Healthcare CRM Market: Geographical Snapshot
Figure 11 Healthcare CRM Market to Witness Double-Digit Growth Rate During the Forecast Period
Figure 12 Services Segment to Register the Highest Growth During the Forecast Period
Figure 13 Web/Cloud-Based Model to Dominate the Healthcare CRM Market During the Forecast Period
Figure 14 Customer Service and Support to Account for the Largest Share of the Healthcare CRM Market in 2018
Figure 15 Healthcare Providers Will Continue to Dominate the Healthcare CRM Market in 2023
Figure 16 Healthcare CRM Market in Asia to Register the Highest Growth Between 2018 & 2023
Figure 17 Healthcare CRM Market: Drivers, Restraints, Opportunities, and Challenges
Figure 18 Services Segment to Dominate the Healthcare CRM Market During the Forecast Period
Figure 19 Web/Cloud-Based Model Segment Will Continue to Dominate the Healthcare CRM Market During the Forecast Period
Figure 20 Customer Service and Support Will Continue to Dominate the Healthcare CRM Market During the Forecast Period
Figure 21 Healthcare Providers Segment Will Dominate the Market During the Forecast Period
Figure 22 Asia to Witness Highest Growth During the Forecast Period (2018–2023)
Figure 23 North America: Market Snapshot
Figure 24 Europe: Market Snapshot
Figure 25 Key Developments in the Market From 2015 to 2018
Figure 26 Market Evolution Framework
Figure 27 Healthcare CRM Market Share Analysis, By Key Player (2017)
Figure 28 Salesforce: Company Snapshot
Figure 29 Oracle: Company Snapshot
Figure 30 Microsoft: Company Snapshot
Figure 31 IBM: Company Snapshot
Figure 32 SAP SE: Company Snapshot
Figure 33 Accenture: Company Snapshot
Figure 34 Infor: Company Snapshot

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