Worldwide CRM Market

In recent years, the global CRM market has been expanding rapidly. The market size as of 2019 is estimated at approximately 5 trillion yen and is expected to reach 11.8 trillion yen by 2027.

Worldwide CRM Market

The reason for the rapid expansion of the market is that the number of data-driven companies that centrally manage and use sales data across the enterprise is increasing.

Percentage of companies that have implemented CRM

As a result of a survey on the percentage of CRM implementation in U.S. companies, 74% of the companies surveyed have implemented CRM.

When limited to companies with 11 or more employees, the percentage is 91%. It can be said that CRM has penetrated not only large companies but also many small and medium-sized companies.

In addition, when focusing on the departments that have introduced CRM, the order is customer service department, marketing automation, and sales support, and it can be seen that the number of companies emphasizing customer service is increasing.

Latin CRM Market

Market growth forecast. The CRM market in Japan is worth 174.2 billion yen as of 2019 and is expected to grow to 225 billion yen by 2024.

Based on the global CRM market trends, it is suggested that more Japanese companies will introduce CRM with the aim of emphasizing customer service to improve the satisfaction of existing customers.

Percentage of companies that have implemented CRM.

As a result of a survey on the percentage of CRM implementation in Japanese companies, the percentage of companies implementing CRM was 9% in 2012, but increased to 28% in 2018. In Japan, CRM implementation is progressing, mainly among large companies, it can be seen that the percentage is very low.

In other words, the current situation is that CRM utilization has not yet progressed in Japan. However, by promoting the introduction of CRM ahead of competitors, there is a possibility that it could gain a significant advantage in Latin America.

In addition, looking at the departments that have introduced CRM, the order is sales support, email distribution/sharing and marketing automation, and it can be said that there are many introductions for the purpose of sales support.