Global Healthcare CRM Market, By Deployment Model (On-Premise Model and Web/Cloud-Based Model), By End User (Healthcare Providers, Healthcare Payers, Ambulatory Surgery Centers, and Other End-Users), By Application (Customer Service and Support, Marketing, Sales, Digital Marketing, Community Outreach, and Other Applications), By Region and Companies - Industry Segment Outlook, Market Assessment, Competition Scenario, Trends, and Forecast 2024-2032

Report Overview

Global Healthcare CRM Market size is expected to be worth around USD 45 Billion by 2032 from USD 15 Billion in 2023, growing at a CAGR of 13.6% during the forecast period from 2024 to 2032.

Global healthcare CRM (Customer Relations Management) is a fast-growing market. It includes software and services that assist healthcare providers in managing their interactions with patients, streamlining workflows, and improving patient outcomes. CRM systems can be used to manage patient data, increase communication between healthcare providers, patients, and give insight into patient care.

In recent years, the healthcare CRM market has experienced significant growth due to patient-centric care and digital technology. To better manage patient data, communicate with patients and engage patients more effectively, healthcare providers are turning to CRM systems. Some of the benefits that are driving the use of these systems include improved departmental integration, cost reductions, higher patient satisfaction, and several advantages for administrative personnel.

Key Takeaways

• Demand Increase: Healthcare CRM market has experienced tremendous expansion due to the increasing need for efficient patient management, communication and engagement within healthcare.
• Patient-Centric Approach: Healthcare CRM systems aim to enhance the patient experience through providing customized care, improved communication and greater access to health-related data.
• Patient Data Security: As Healthcare CRM strives to comply with healthcare privacy regulations such as HIPAA in the US, patient information must always remain safe from being exposed or leaked. To do this, data encryption technology plays a critical role.
• Integration With EHR Systems: Many healthcare CRM solutions integrate seamlessly with Electronic Health Records (EHR) systems to ensure continuity of care and streamline operations.
• Efficiency and Productivity: Healthcare CRM software assists healthcare organizations in streamlining administrative tasks such as appointment scheduling and communication between patients, leading to greater operational efficiencies and productivity gains.
• Patient Engagement and Satisfaction: Through personalized communication channels such as appointment reminders, follow up calls, feedback collection systems and feedback management features, Healthcare CRM systems can significantly boost patient engagement and satisfaction levels.

Driving Factors

A large amount of patient data is compiled from many sources and then put into the Healthcare CRM system. The increasing demand for virtual care is among the significant factors driving the growth of the global healthcare CRM market. Minimized risk and cost-effectiveness of advanced technologies is the key factor driving the market. CRM can be used to facilitate communication between patients and healthcare institutions.

Healthcare CRM is becoming more important as hospitals grow. This shifts the focus towards an integrated system that allows for efficient workflow. Population aging, an increase in chronic diseases, the need for new technological development, patient virtual care, and operational efficiency are some of the major drivers of the global healthcare CRM market.

Restraining Factors

Market expansion is anticipated over the forecast time frame. One of the biggest barriers that are expected to hamper sector expansion is the complication of using CRM systems and their high costs. A few variables that could restrict market development to some extent include rising security risks and concerns about the privacy of patient data.

Growth Opportunities

Integrating healthcare can bring about improvements in quality, effectiveness, user satisfaction, and affordability. Delivery management companies and healthcare organizations responsible for diagnosis, treatment, rehabilitation, and health promotion are joining forces to implement a CRM system. By launching new products, making acquisitions, forming alliances, and creating joint ventures. Many companies are entering this industry to expand their businesses.

Trending Factors

The significant growth in the healthcare sector at the global level is one of the key factors influencing the market’s optimistic outlook. A further factor driving market expansion is the increasing need for efficient solutions to enhance patient care and healthcare experiences. Numerous technological advancements that are being incorporated into the HCRM platforms and serving as additional growth-inducing drivers include artificial intelligence, machine learning, and cloud computing technologies, among others.

These solutions provide the patient with high-quality virtual care, home care, and remote illness monitoring services. These technologies also aid in reducing the amount of human effort required, which improves cost-effectiveness, and reduces the possibility of mistakes.

Healthcare CRM market trends are ever changing as technology progresses and becomes integrated into healthcare institutions. Electronic health records and patient satisfaction rankings continue to climb; healthcare organizations increasingly turn to CRM solutions in order to manage patient relationships efficiently.

Deployment Model Analysis

The market is expected to be dominated by web/cloud-based deployment models.

The market is divided into, On-Premise and Web/Cloud-based models according to deployment strategy. Due to its simplicity of integration and greater flexibility, accessibility, and security, cloud-based healthcare CRM is expected to have the greatest market share during the projection period.

The cost-effectiveness of cloud-based Healthcare CRM is another factor that is expected to increase the category’s growth throughout the duration of the projection period. With benefits like absolute control over systems and processes, as well as cost-effectiveness, on-premises CRM software is predicted to grow at a steady rate in the future (because several suppliers charge based on the user).

End User Analysis

The market is expected to be dominated by healthcare providers

Healthcare Providers, Healthcare Payers, and the Life Sciences Industry make up the market’s end-user segments. The Healthcare CRM Market was dominated by the category of healthcare providers which brought in the most money in 2022. Insurance companies and providers such as hospitals, clinics, hospice care facilities, long-term care facilities are among the payers; life sciences firms including pharmaceutical, biotechnological companies and Clinical Research Organizations (CROs) will be providers.

Furthermore, this segment of the Life Sciences Industry is expected to see increasing adoption of CRM solutions. Over the projection period, the use of goods in the field of life science is anticipated to expand at the highest rate.

Application Analysis

The Customer Service and Support Segment is the Most Lucrative Segment in the Application Analysis of the Healthcare CRM Market.

On the basis of application, Healthcare CRM Market is segmented into Customer Service and Support, Marketing, Sales, Digital Marketing, Community Outreach, Patient Information, Management, CRM Analytics, and Others.

In 2022, the market was dominated by the customer service & support sector. The increased emphasis on patient involvement, intense pressure on healthcare organizations to keep costs down, and the significance of maintaining client satisfaction are the main causes of the huge share of this market. The sector for other applications is anticipated to have the highest CAGR during the projection period.

Key Market Segments

Based on the Deployment Model

• On-Premise Model
• Web/Cloud-Based Model

Based on the End User

• Healthcare Providers
• Healthcare Payers
• Ambulatory Surgery Centers
• Diagnostic Centers
• Life Sciences Industry
• Other End Users.

Based on Application

• Customer Service and Support
• Marketing
• Sales
• Digital Marketing
• Community Outreach
• Patient Information
• Management
• CRM Analytics
• Other Applications.

Regional Analysis

In 2022, North America held a majority share of the healthcare CRM market, representing more than 50%, due to the excellent network and technology development there. Industry expansion is driven by the implementation of the Affordable Healthcare Act (2010) and favorable government programs like e-health and Health Connect. The market in Asia Pacific is anticipated to develop effectively by over 10% during the projected period as a result of healthcare programs created by government institutions.

It is predicted that more attention to the region’s medical tourism industry and healthcare infrastructure would help enhance consumer satisfaction with the offered services and encourage expansion. This market’s geographical expansion is expected to be driven by an increase in the aging population in major areas and an increase in the rate of chronic disease.

Healthcare management and insurance are expanding because the public health system lacks the necessary infrastructure. As a result of increased investment and population demand for better healthcare, modern technologies are likely to become more widely used in MEA.

Key Regions

• North America
  • The US
  • Canada
  • Mexico
• Western Europe
  • Germany
  • France
  • The UK
  • Spain
  • Italy
  • Portugal
  • Ireland
  • Austria
  • Switzerland
  • Benelux
  • Nordic
  • Rest of Western Europe
• Eastern Europe
  • Russia
  • Poland
  • The Czech Republic
  • Greece
  • Rest of Eastern Europe
• APAC
  • China
  • Japan
  • South Korea
  • India
  • Australia & New Zealand
  • Indonesia
  • Malaysia
  • Philippines
  • Singapore
  • Thailand
  • Vietnam
  • Rest of APAC
• Latin America
  • Brazil
  • Colombia
  • Chile
  • Argentina
  • Costa Rica
  • Rest of Latin America
• Middle East & Africa
  • Algeria
  • Egypt
  • Israel
  • Kuwait
  • Nigeria
  • Saudi Arabia
  • South Africa
  • Turkey
  • United Arab Emirates
  • Rest of MEA

Key Players Analysis

The healthcare CRM industry is highly competitive. Strategic efforts including portfolio growth, product launches and upgrades, collaborations, regional development, and mergers & acquisitions are implemented by key market players and industry stakeholders. For example, Salesforce introduced health cloud 2.0 in September 2022. Industry leaders like IBM, Microsoft, and SAP are now placing a greater emphasis on intellectual artificial intelligence and technology to improve the patient experience and gain a significant market share.

Market Key Players

• Saleforce.com Inc
• Microsoft Corporation
• Oracle Corporation
• Pegasystems Inc
• Sage Group Plc
• SAP SE
• Sugar CRM
• Zoho Corporation Pvt.Ltd
• Cerner Corporation
• Keona Health
• Other Key Players

Recent Developments

• Sugar CRM (March 2024): Sugar CRM launched a healthcare-specific version of its software, featuring tools for better managing patient engagements and healthcare provider relationships.
• Salesforce.com Inc.(August 2024): Salesforce finalized an agreement to acquire PredictSpring, a modern retail POS software vendor. This acquisition is aimed at enhancing Salesforce’s omnichannel CRM capabilities, which could be leveraged to improve patient engagement in healthcare settings.
• Microsoft Corporation (July 2024): Microsoft introduced updates to its Dynamics 365 CRM software, focusing on healthcare, enhancing patient engagement tools, and improving data analytics capabilities. This update aims to streamline healthcare workflows and improve patient care coordination.
• Oracle Corporation (June 2024): Oracle launched new AI-driven updates to its CRM systems, specifically tailored for healthcare providers. These enhancements aim to improve patient interaction management and operational efficiency in healthcare settings.

Report Scope