The Healthcare CRM Market is segmentedby Offering Type (Customer Service and Support, Digital Commerce, Marketing, Sales, and Cross -CRM), Deployment Mode Type (On-Premise and Cloud), End-User Type (Providers, Payers, and Others),and Region (North America [The USA, Canada, and Mexico], Europe [Germany, France, The U.K., Russia, and Rest of Europe], Asia-Pacific [China, Japan, India, South Korea, and Rest of Asia-Pacific], and Rest of the World [Brazil, Saudi Arabia, Israel, and Others]).
“The Healthcare CRM Market was estimated at US$ 14.5 billion in 2021 and is expected to grow at a CAGR of 8.53% during 2022-2028 to reach US$ 25.83 billion in 2028”.
Healthcare CRM (Customer Relationship Management) is a technological approach that facilitates interactions between healthcare stakeholders, including providers and patients. By centralizing patient data, streamlining appointment processes, and enabling personalized communication through tools like appointment scheduling and secure messaging, healthcare CRM enhances patient engagement and experience.
Integration with Electronic Health Records (EHR) and targeted outreach further aims to improve patient adherence and overall operational efficiency. Ultimately, healthcare CRM fosters stronger relationships and better outcomes within the healthcare ecosystem.
Market Drivers
Market growth is expected to be driven by rising demand for structured data and automation in healthcare organizations. The need for healthcare-based Customer Relationship Management (CRM) will be influenced by technical improvements in communication and information technology (IT).
The increased need for patients to receive early treatment through home care, virtual care, mobile monitoring, and disease monitoring applications is likely to drive profitable market expansion throughout the forecast period. Care coordination and management, communication services, database development, predictive services, chronic disease management, and collaborative services are some of the market's offerings to both service providers and patients (payers).
Furthermore, shifting dynamics and strategies of hospitals around the world as a result of intense rivalry are expected to enhance the approach of consumer outreach and marketing techniques.
Several investments/guidelines in the industry have been directed in recent years, which would boost the overall market. Some of them are:
The government's partnership with patient, provider, and payer communities is expected to boost growth. Also, there is an increase in elder care services which helps in centralizing the data. The use of direct targeted marketing or social marketing is predicted to increase over the projection period. The benefits of enhanced departmental integration, lower costs, increased patient satisfaction, and multifaceted benefits to administrative staff are just a few of the effects delivering motivations for the implementation of these systems. PatientPop marketing services are provided by PatientPop, Inc. and include a PatientPop dashboard as well as personalized digital marketing services to assist healthcare professionals and practices in attracting and retaining patients.
Recent Developments
The healthcare CRM market is extremely competitive. Strategic activities such as portfolio expansion, product launches and upgrades, alliances, geographical expansion, and mergers and acquisitions are being implemented by leading market players and industry stakeholders.
In September 2021, Salesforce, for example, announced the health cloud 2.0, a linked platform for improving consumer, community, and employee safety and health. Industry leaders like IBM, Microsoft, and SAP are focusing more on cognitive technology and artificial intelligence to improve the patient experience and earn a significant market share.
COVID-19 Impact
During the COVID-19 epidemic, laboratories, medical institutes, clinics, and hospitals employed healthcare CRM platforms to create and track medical appointments.
Segments Analysis
Segmentations
List of Sub-Segments
Dominant and Fastest-Growing Segments
Offering-Type Analysis
Customer Service and Support, Digital Commerce, Marketing, Sales, and Cross -CRM
The sales sector dominated the worldwide Healthcare CRM market in 2021.
Deployment Mode-Type Analysis
On-premise and Cloud based model
The cloud/web-based model held the highest share of the healthcare CRM market in 2021.
End-User-Type Analysis
Providers, Payers, and Others
The healthcare payer segment is predicted to grow the quickest in the foreseeable future.
Regional Analysis
North America, Europe, Asia-Pacific, and Rest of the World
North America owned more than half of the Healthcare CRM market in 2021.
By Offering Type
“The sales sector led the global Healthcare CRM market”.
The segment is bifurcated into customer service and support, digital commerce, marketing, sales, and cross-CRM. In 2021, the sales sector dominated the worldwide Healthcare CRM market. It is also predicted to increase the most rapidly. Marketing and Customer Service and Support, on the other hand, are expected to increase at a rapid pace in the future years. This is due to the presence of multiple CRM systems in the market as well as initiatives implemented by industry participants.
Pega for Healthcare & Life Sciences, for example, is a Pegasystems-provided low-code healthcare engagement, efficiency, and self-service platform for healthcare payers, pharmacy benefit managers, providers, and life science industry partners. Another example is HealtheCRM, an integrated solution built by Cerner (now Oracle) and Salesforce to encourage strong collaboration between consumers and providers, support improved customer service, and increase engagement and clinical outcomes.
To deliver a more holistic perspective of consumers, the solution combines HealtheIntent, the Cerner data, and insight platform, with Salesforce Health Cloud and Marketing Cloud, one of the leading CRM systems. This data can then be made available to organizational stakeholders to enable the design of a relevant and consistent experience throughout the consumer's journey.
By Deployment Mode Type
“The cloud/web-based model held the highest share of the healthcare CRM market in 2021”.
The segment is divided into on-premise and cloud. In 2021, the cloud/web-based model held the highest share of the healthcare CRM market by deployment mode. The section covers solutions that help manage data on an as-needed basis through third-party provider hosts with the ability to scale up or down.
Some of the primary factors driving category growth include an increase in cloud technology usage, increased digitization across healthcare, and actions by prominent corporations. IBM, SAP, Accenture, Cerner, Salesforce, and other major firms provide cloud-based CRM systems.
In 2021, the on-premise model segment held a significant market share. Server hardware, software licenses, integration capabilities, and IT workers are examples of components housed in-house within an organization's premises. SugarCRM Inc., situated in the United States, for example, provides several CRM solutions, including on-premise CRM.
The company specializes in on-premises sales force automation with high degrees of customizability and control. Sales acceleration and pipeline management, case management, campaign, and lead management, reporting and dashboards, process automation, and other capabilities are important.
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By End-User Type
“The healthcare payer segment is expected to experience the fastest growth during the forecast period”.
The market is divided into providers, payers, and others. The healthcare payer segment is predicted to grow the quickest in the foreseeable future. Payers include insurance companies; providers include hospitals, clinics, and different specialty facilities such as hospice care, long-term care, and life sciences firms such as pharmaceutical, biotechnology, and CROs.
For example, GE Healthcare collaborated with Capgemini to create the SFDC Lightning Salescloud to improve the logistics of its medical equipment installation scheduling. The solution assisted GE in reducing installation delays, improving supply chain management, and improving the customer and staff experience. Capgemini, in cooperation with Salesforce, provides comparable solutions.
ScienceSoft USA Corporation is another market player that provides CRM Software to the healthcare business with features like referral management, interoperability, automation, and so on.
Regional Analysis
“North America accounted for over half of the Healthcare CRM market in 2021”.
The market is broken down geographically into areas like North America, Europe, Asia-Pacific, and the Rest of the World (RoW). North America owned more than half of the Healthcare CRM market in 2021, owing to the region's outstanding network and IT growth. The Affordable Care Act (2010), as well as supportive government programs like health, connect, and e-health, encourage business expansion.
Because of government-drafted healthcare systems, the Asia Pacific market is predicted to increase by more than 10% throughout the forecast period. According to Wolters Kluwer, governments around the region are estimated to spend USD 794.6 million on EHR/EMR systems by 2018.
The region's increased emphasis on healthcare infrastructure and medical tourism is expected to improve the customer experience of services and boost growth. The aging population in key areas and the increased incidence of chronic disease are likely to fuel regional expansion in this market.
The expansion of private health management and insurance is being driven by the lack of infrastructure in the public health system. Increased investment and expanding population demand for better medical services are projected to drive the adoption of modern technology in MEA.
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Key Players
The following are the key players in the Healthcare CRM Market (arranged alphabetically)
Note: The above list does not necessarily include all the top players in the market.
Are you the leading player in this market? We would love to include your name. Write to us at sales@stratviewresearch.com
Report Features
This report provides market intelligence in the most comprehensive way. The report structure has been kept such that it offers maximum business value. It provides critical insights into the market dynamics and will enable strategic decision-making for the existing market players as well as those willing to enter the market.
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Key questions this report answers
Relevant contents in the report
How big is the sales opportunity?
in-depth Analysis of the Healthcare CRM Market
How lucrative is the future?
The market forecast and trend data and emerging trends
Which regions offer the best sales opportunities?
Global, regional, and country-level historical data and forecasts
Which are the most attractive market segments?
Market segment analysis and Forecast
Which are the top players and their market positioning?
Porter’s five forces analysis, PEST analysis, Life cycle analysis
What are the factors affecting the market?
Drivers & challenges
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10% free customization
Research Methodology
This report offers high-quality insights and is the outcome of a detailed research methodology comprising extensive secondary research, rigorous primary interviews with industry stakeholders, and validation and triangulation with Stratview Research’s internal database and statistical tools.
More than 1,000 authenticated secondary sources, such as company annual reports, fact books, press releases, journals, investor presentations, white papers, patents, and articles have been leveraged to gather the data.
We conducted more than 15 detailed primary interviews with the market players across the value chain in all four regions and with industry experts to obtain both qualitative and quantitative insights.
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Market growth is expected to be driven by rising demand for structured data and automation in healthcare organizations. The need for healthcare-based Customer Relationship Management (CRM) will be influenced by technical improvements in communication and information technology (IT).
The major players in the healthcare CRM market are Microsoft, Cerner Corporation (Oracle), IBM, SAP, Accenture, Zoho Corporation, hc1, LeadSquared, Salesforce, Veeva Systems, Talisma, Alvaria, NICE, Verint Systems Inc., Creatio.
