Healthcare CRM Market Size, Share & Trends Analysis Report By Product, By End-use, By Application (Community Outreach, Case Coordination & Management), By Technology- Global Industry Analysis, Share, Growth, Regional Outlook and Forecasts, 2022-2030

The global Healthcare CRM market size was estimated at USD 12.4 billion in 2021 and is expected to surpass around USD 25.8 billion by 2030 and poised to grow at a compound annual growth rate (CAGR) of 8.9% during the forecast period 2022 to 2030.

Key Takeaways:

  • By Product, the North America Healthcare CRM market was valued at USD 6.9 Billion in 2021 and expected to witness growth at a CAGR of 8.3% from 2022 to 2030.
  • Based on product, the individual CRM segment is expected to witness lucrative growth during the forecast period owing to the consolidation of hospitals and small healthcare providers which would increase the focus on direct-to-patient marketing to attract new patients. The combination of individual and referral CRM is expected to be the leading segment during the forecast period
  • Based on application, the service outreach segment is expected to be the major segment during the forecast period. Case management and coordinated care are expected to show the highest growth owing to the rise in demand for collaborative care
  • North America and Europe are expected to be the major regions for the growth of this industry. Emerging regions such as the Asia Pacific and MEA are expected to show lucrative growth during the forecast period owing to changing healthcare system and demand for collaborative care
  • A common trend observed is the rising partnerships among market players for innovation by leveraging each other competencies. For instance, Salesforce expanded its presence in IT through the launch of the cloud, with the collaboration of major industry partners such as Centura Health, Philips, Deloitte Digital, and Accenture

Increasing demand for structured data and automation in a healthcare organization is projected to drive market growth. The demand for healthcare-based Customer Relationship Management (CRM) is expected to get influenced by technological advances in the field of communication and Information Technology (IT). Healthcare CRM solutions were used by laboratories, medical institutions, clinics, and hospitals, during the COVID-19 pandemic, for creating and tracking medical appointments. They were also used for managing processes as well as to update patients’ visits, medical history, and bills, among others. Therefore, the pandemic had a neutral effect on the market.

The rising demand for patients to get access to early treatment using home care, virtual care, mobile monitoring, and disease monitoring applications, is expected to promote lucrative market growth over the forecast period. The market caters to various needs of both; service providers and patients (payers) such as care coordination and management, communication services, database construction, predictive services, chronic disease management, and collaborative services. Furthermore, changing dynamics and strategies of hospitals worldwide due to the severe competition are anticipated to advance the approach of customer outreach and marketing techniques. The collaboration of the government with communities of patients, providers, and payers is expected to drive growth. Direct targeted marketing or the use of social marketing is expected to grow over the forecast period. Advantages of better integration of departments, reduced cost, increased patient satisfaction, and multi-facet benefits to the administrative staff are a few of the impact rendering drivers for the adoption of these systems.

Report Scope of the Healthcare CRM Market

Report Coverage

Details

Market Size

US$ 25.8 Billion by 2030

Growth Rate

CAGR of 8.9% from 2022 to 2030

Largest Market

North America

Fastest Growing Market

Asia Pacific

Base Year

2021

Forecast Period

2022 to 2030

Segments Covered

 Product, application, technology, end-use and Region,

Companies Mentioned

 Amdocs Ltd.; Microsoft; Cerner Corporation (Oracle); IBM; SAP; Accenture Plc; Allscripts Healthcare Solutions Inc.; Siemens Healthcare; Salesforce.com; Aspect Software; Talisma; Nice Systems; Verint Systems; Veeva; Accretive Health Inc.

Product Insights

The individual and referral CRM segment held the largest revenue share of more than 46.4% in 2021. Referral healthcare is expected to be the fastest-growing segment during the forecast period owing to its increasing demand. Individuals and referrals are expected to gain the maximum amount of share during the forecast period owing to changing business models and constant demand for integration between the patient, provider, and payer. The shift from volume to value-based care is expected to drive the growth of the referral CRM space. Horizontal and vertical consolidation among hospitals and individual providers is expected to have a positive impact on individual healthcare CRM.

Application Insights

The community outreach segment dominated the market and accounted for the largest revenue share in 2021. The growth of the segment is owing to the rising use of healthcare CRM solutions for this application. The segment is further divided into community health education, services outreach/promotion, and financial donor management. Case coordination is expected to witness lucrative growth owing to centralization and automation in a healthcare organization. The segment is further classified into patient information management, pre-authorizations/eligibility, referrals, and others.

The case management segment is also expected to witness significant growth owing to increasing chronic disease and behavioral health problems. The segment is further segmented into chronic disease management and clinical trials relationship management. Case management involves coordination between primary healthcare providers, care managers, and patients for the treatment of a high-impact disease. Relationship management is also expected to witness the fastest growth owing to demand for population health management and direct marketing.

Technology Insights

The cloud-based technology dominated the market and accounted for the largest revenue share of 40.2% in 2021. The social segment is also expected to witness significant growth owing to a rise in consumerism which may lead to a more empowered patient. The mobile customer relationship management segment is expected to be the fastest-growing over the forecast period due to its rising adoption rate among physicians, pharmaceutical companies, and patients. Predictive analysis is also expected to grow owing to the rising adoption of home and virtual care. Demand for care coordination, care management, and integrated care is expected to fuel the growth of the collaborative CRM segment.

End-use Insights

The payer segment dominated the healthcare CRM market and accounted for the largest revenue share of 48.2% in 2021. Payers include insurance companies; provider includes hospitals, clinics, and various specialized facilities such as hospice care, long-term care, and life sciences companies including the pharmaceutical, biotechnological companies, and Clinical Research Organizations (CROs).

The use of the products in life science is expected to witness the fastest growth during the forecast period. This is owing to the increasing usage of healthcare CRM software by life sciences companies. The provider's segment is also estimated to witness lucrative growth over the forecast period owing to the rising use of these solutions by hospitals and clinics for patient management and appointment scheduling processes.

Regional Insights

North America dominated the market for healthcare CRM and held the largest revenue share of more than 55.4% in 2021 owing to excellent network and IT development in the region. The implementation of the Affordable Healthcare Act (2010) and supportive government initiatives such as health connect and e-health drives industry growth. In Asia Pacific, the market is expected to witness lucrative growth of around 9.9% over the forecast period owing to health care schemes drafted by the government agencies. Governments across the region are expected to spend USD 794.9 million on EHR/EMR systems by 2018 according to Wolters Kluwer.

Increasing focus on health care infrastructure and medical tourism within the region is anticipated to work towards the improvement of customer experience of the services and thereby promote growth. An increase in the aging population and rising incidence of chronic disease are expected to drive the growth of this market in Latin America. The lack of infrastructure in the public health system is driving the growth of private health management and insurance. An increase in spending, and rising population demands for improved medical services is expected to fuel the adoption of newer technologies in MEA.

Key Companies & Market Share Insights

The players are constantly involved in strategic collaborations. In September 2021, Salesforce launched the health cloud 2.0, a connected platform for delivering better safety and health for customers, communities, and employees. Industry players such as IBM, Microsoft, and SAP are now focusing more on cognitive technology and artificial intelligence to enhance the patient experience and gain a major share in the market. Some of the prominent players in the healthcare CRM market include:

  • Amdocs Ltd
  • Microsoft
  • Cerner Corporation (Oracle)
  • IBM
  • SAP
  • Accenture Plc
  • Allscripts Healthcare Solutions Inc.
  • Siemens Healthcare
  • Salesforce.com
  • Aspect Software
  • Talisma
  • Nice Systems
  • Verint Systems
  • Veeva
  • Accretive Health Inc.

Segments Covered in the Report

This report forecasts revenue growth at global, regional, and country levels and provides an analysis of the latest industry trends in each of the sub-segments from 2017 to 2030. For this study, Nova one advisor, Inc. has segmented the global Healthcare CRM market

  • Product
    • Individual healthcare CRM
    • Referral healthcare CRM
    • Individual and referral healthcare CRM
  • Application
    • Community outreach
      • Community health education
      • Service outreach/promotion
      • Financial donor management
    • Case coordination
      • Patient information management
      • Pre-authorizations/eligibility
      • Referrals
      • Others
    • Case management
      • Chronic disease management
      • Clinical trials relationship management
    • Relationship management
  • Technology
    • Cloud-based
    • Mobile
    • Social
    • Collaborative
    • Predictive
  • End-use
    • Payers
    • Providers
    • Life Sciences

By Geography

North America

  • U.S.
  • Canada

Europe

  • Germany
  • France
  • United Kingdom
  • Rest of Europe

Asia Pacific

  • China
  • Japan
  • India
  • Southeast Asia
  • Rest of Asia Pacific

Latin America

  • Brazil
  • Rest of Latin America

Middle East & Africa (MEA)

  • GCC
  • North Africa
  • South Africa
  • Rest of Middle East & Africa

Key Points Covered in Healthcare CRM Market Study:

  • Growth of Healthcare CRM in 2022
  • Market Estimates and Forecasts (2017-2030)
  •  Brand Share and Market Share Analysis
  •  Key Drivers and Restraints Shaping Market Growth
  •  Segment-wise, Country-wise, and Region-wise Analysis
  •  Competition Mapping and Benchmarking
  •  Recommendation on Key Winning Strategies
  •  COVID-19 Impact on Demand for Healthcare CRM and How to Navigate
  •  Key Product Innovations and Regulatory Climate
  •  Healthcare CRM Consumption Analysis
  •  Healthcare CRM Production Analysis
  •  Healthcare CRM and Management

Chapter 1. Methodology and Scope
                   1.1. Research Methodology
                   1.2. Research Scope & Assumptions
                   1.3. List of Data Sources
Chapter 2. Executive Summary
                   2.1. Healthcare CRM - Industry Snapshot and Key Buying Criteria, 2017 - 2030
Chapter 3. Healthcare CRM Market Variables, Trends & Scope
                   3.1. Healthcare CRM: Market segmentation
                   3.2 Market Lineage Outlook
                       3.2.1 Parent market outlook
                       3.2.2 Related/Ancillary Market Analysis, 2021
                   3.3. Healthcare CRM market size and growth prospects
                   3.4. Healthcare CRM: Market dynamics
                       3.4.1. Market driver analysis
                       3.4.2. Market restraint analysis
                   3.5. Industry Analysis - PESTL
                       3.5.1 Political & Legal
                       3.5.2 Economic & Social
                       3.5.3 Technology
                   3.6. Industry Analysis - Porters
Chapter 4. Healthcare CRM COVID-19 Impact Analysis
                   4.1 COVID-19 Impact Analysis
                       4.1.1 Disease Prevalence Analysis
                       4.1.2 Current Impact Analysis
                       4.1.3 Future Impact Analysis
                       4.1.4 Impact On Market Players
Chapter 5. Healthcare CRM Product Outlook
                   5.1. Healthcare CRM market share, by product, 2017 & 2030
                   5.2. Individual healthcare CRM
                       5.2.1. Individual healthcare CRM market estimates and forecasts, 2017 & 2030  
                   5.3. Referral healthcare CRM
                       5.3.1. Referral healthcare CRM market estimates and forecasts, 2017 & 2030  
                   5.4. Individual and referral healthcare CRM
                       5.4.1. Individual and referral healthcare CRM market estimates and forecasts, 2017 & 2030  
Chapter 6. Healthcare CRM End-use Outlook
                   6.1. Healthcare CRM market share, by end-use, 2017 & 2030
                   6.2. Payers
                       6.2.1. Payers market estimates and forecasts, 2017 & 2030  
                   6.3. Providers
                       6.3.1. Providers market estimates and forecasts, 2017 & 2030  
                   6.4. Life Sciences
                       6.4.1. Life science market estimates and forecasts, 2017 & 2030  
Chapter 7. Healthcare CRM Application Outlook
                   7.1. Healthcare CRM market share, by Application, 2017 & 2030
                   7.2. Community Outreach
                   7.3. Community Outreach market estimates and forecasts, 2017 & 2030  
                       7.3.1. Community health education
                           7.3.1.1. Community health education market estimates and forecasts, 2017 & 2030  
                       7.3.2. Services outreach/Promotion
                           7.3.2.1. Services outreach/Promotion market estimates and forecasts, 2017 & 2030  
                       7.3.3. Financial Donor Management
                           7.3.3.1. Financial donor management market estimates and forecasts, 2017 & 2030  
                   7.4. Case Coordination
                       7.4.1 Case coordination market estimates and forecasts, 2017 & 2030USD Million)
                           7.4.1.1 Patient Information Management
                               7.4.1.1.1 Patient information management market estimates and forecasts, 2017 & 2030  
                           7.4.1.2 Pre-Authorizations / Eligibility
                               7.4.1.2.1 Pre-Authorizations/Eligibility market estimates and forecasts, 2017 & 2030  
                           7.4.1.3 Referrals
                               7.4.1.3.1 Referrals market estimates and forecasts, 2017 & 2030  
                           7.4.1.4 Others
                               7.4.1.4.1 Others market estimates and forecasts, 2017 & 2030  
                   7.5. Case management
                       7.5.1 Case management market estimates and forecasts, 2017 & 2030  
                           7.5.1.1 Chronic Disease Management
                               7.5.1.1.1 Chronic disease management market estimates and forecasts, 2017 & 2030  
                           7.5.1.2 Clinical trials Relationship Management
                               7.5.1.2.1 Clinical trials market estimates and forecasts, 2017 & 2030  
                   7.6. Relationship management
                       7.6.1. Relationship management market estimates and forecasts, 2017 & 2030  
Chapter 8. Healthcare CRM Technology Outlook
                   8.1. Healthcare CRM market share, by Technology, 2017 & 2030
                   8.2. Cloud-based
                       8.2.1. Cloud-based CRM market estimates and forecasts, 2017 & 2030  
                   8.3. Mobile
                       8.3.1. Mobile CRM market estimates and forecasts, 2017 & 2030  
                   8.4. Social
                       8.4.1. Social CRM market estimates and forecasts, 2017 & 2030  
                   8.5. Collaborative
                       8.5.1. Collaborative CRM market estimates and forecasts, 2017 & 2030  
                   8.6. Predictive
                       8.6.1. Predictive market estimates and forecasts, 2017 & 2030  
Chapter 9. Healthcare CRM Regional Outlook
                   9.1. Healthcare CRM market share, by region, 2017 & 2030
                   9.2. North America
                       9.2.1. North America healthcare CRM market estimates and forecasts, by product, Revenue  , 2017 & 2030
                           9.2.1.1. U.S. healthcare CRM market estimates and forecasts
                           9.2.1.2. Canada healthcare CRM market estimates and forecasts
                       9.2.2. North America healthcare CRM market estimates and forecasts, by application, 2017 & 2030
                           9.2.2.1. U.S. healthcare CRM market estimates and forecasts
                           9.2.2.2. Canada healthcare CRM market estimates and forecasts
                       9.2.3 North America healthcare CRM market estimates and forecasts, by technology, 2017 & 2030
                           9.2.3.1. U.S. healthcare CRM market estimates and forecasts
                           9.2.3.2. Canada healthcare CRM market estimates and forecasts
                       9.2.4 North America healthcare CRM market estimates and forecasts, by end-use, 2017 & 2030
                           9.2.4.1. U.S. healthcare CRM market estimates and forecasts
                           9.2.4.2. Canada healthcare CRM market estimates and forecasts
                   9.3.Europe
                       9.3.1. Europe healthcare CRM market estimates and forecasts, by product, 2017 & 2030  
                           9.3.1.1. U.K. healthcare CRM market estimates and forecasts
                           9.3.1.2. Germany healthcare CRM market estimates and forecasts
                           9.3.1.3. Spain healthcare CRM market estimates and forecasts
                           9.3.1.4. France healthcare CRM market estimates and forecasts
                           9.3.1.5. Italy healthcare CRM market estimates and forecasts
                       9.3.2. Europe healthcare CRM market estimates and forecasts, by application, 2017 & 2030  
                           9.3.2.1. U.K. healthcare CRM market estimates and forecasts
                           9.3.2.2.Germany healthcare CRM market estimates and forecasts
                           9.3.2.3. Spain healthcare CRM market estimates and forecasts
                           9.3.2.4. France healthcare CRM market estimates and forecasts
                           9.3.2.5. Italy healthcare CRM market estimates and forecasts
                       9.3.3. Europe healthcare CRM market estimates and forecasts, by technology, 2017 & 2030  
                           9.3.3.1. U.K. healthcare CRM market estimates and forecasts
                           9.3.3.2.Germany healthcare CRM market estimates and forecasts
                           9.3.3.3. Spain healthcare CRM market estimates and forecasts
                           9.3.3.4. France healthcare CRM market estimates and forecasts
                           9.3.3.5. Italy healthcare CRM market estimates and forecasts
                       9.3.4. Europe healthcare CRM market estimates and forecasts, by end-use, 2017 & 2030  
                           9.3.4.1. U.K. healthcare CRM market estimates and forecasts
                           9.3.4.2.Germany healthcare CRM market estimates and forecasts
                           9.3.4.3. Spain healthcare CRM market estimates and forecasts
                           9.3.4.4. France healthcare CRM market estimates and forecasts
                           9.3.4.5. Italy healthcare CRM market estimates and forecasts
                   9.4. Asia Pacific
                       9.4.1. Asia Pacific healthcare CRM market estimates and forecasts, by product, 2017 & 2030  
                           9.4.1.1. Japan healthcare CRM market estimates and forecasts
                           9.4.1.2. China healthcare CRM market estimates and forecasts
                           9.4.1.3. India healthcare CRM market estimates and forecasts
                       9.4.2. Asia Pacific healthcare CRM market estimates and forecasts, by application, 2017 & 2030  
                           9.4.2.1. Japan healthcare CRM market estimates and forecasts
                           9.4.2.2. China healthcare CRM market estimates and forecasts
                           9.4.2.3. India healthcare CRM market estimates and forecasts
                       9.4.3. Asia Pacific healthcare CRM market estimates and forecasts, by technology, 2017 & 2030  
                           9.4.3.1. Japan healthcare CRM market estimates and forecasts
                           9.4.3.2. China healthcare CRM market estimates and forecasts
                           9.4.3.3. India healthcare CRM market estimates and forecasts
                       9.4.4. Asia Pacific healthcare CRM market estimates and forecasts, by end-use, 2017 & 2030  
                           9.4.4.1. Japan healthcare CRM market estimates and forecasts
                           9.4.4.2. China healthcare CRM market estimates and forecasts
                           9.4.4.3. India healthcare CRM market estimates and forecasts
                   9.5. Latin America
                       9.5.1. Latin America healthcare CRM market estimates and forecasts, by product, 2017 & 2030  
                           9.5.1.1. Brazil healthcare CRM market estimates and forecasts
                           9.5.1.2. Mexico healthcare CRM market estimates and forecasts
                       9.5.2. Latin America healthcare CRM market estimates and forecasts, by application, 2017 & 2030  
                           9.5.2.1. Brazil healthcare CRM market estimates and forecasts
                           9.5.2.2. Mexico healthcare CRM market estimates and forecasts
                       9.5.3. Latin America healthcare CRM market estimates and forecasts, by technology, 2017 & 2030  
                           9.5.3.1. Brazil healthcare CRM market estimates and forecasts
                           9.5.3.2. Mexico healthcare CRM market estimates and forecasts
                       9.5.4. Latin America healthcare CRM market estimates and forecasts, by end-use, 2017 & 2030  
                           9.5.4.1. Brazil healthcare CRM market estimates and forecasts
                           9.5.4.2. Mexico healthcare CRM market estimates and forecasts
                   9.6. MEA
                       9.6.1. MEA healthcare CRM market estimates and forecasts, by product, 2017 & 2030  
                           9.6.1.1. South Africa healthcare CRM market estimates and forecasts
                       9.6.2. MEA healthcare CRM market estimates and forecasts, by application, 2017 & 2030  
                           9.6.2.1. South Africa healthcare CRM market estimates and forecasts
                       9.6.3. MEA healthcare CRM market estimates and forecasts, by technology, 2017 & 2030  
                           9.6.3.1. South Africa healthcare CRM market estimates and forecasts
                       9.6.4. MEA healthcare CRM market estimates and forecasts, by end-use, 2017 & 2030  
                           9.6.4.1. South Africa healthcare CRM market estimates and forecasts
Chapter 10. Healthcare CRM - Competitive Analysis
                   10.1 Market Participation Categorization
                   10.2 Public Companies
                       10.2.1 Company market position analysis
                       10.2.2 Competitive Dashboard Analysis
                           10.2.2.1 Market Differentiators
                       10.2.3 Company Market Share/Position Analysis
                   10.3 Private Companies
                          10.3.1 List of key emerging companies
Chapter 11. Company Profile
                   11.1. Amdocs Ltd.
                       11.1.1. Company Overview
                       11.1.2. Financial Performance
                       11.1.3. Product Benchmarking
                       11.1.4. Strategic Initiatives
                   11.2. Microsoft
                       11.2.1. Company Overview
                       11.2.2. Financial Performance
                       11.2.3. Product Benchmarking
                       11.2.4 Strategic Initiatives
                   11.3. Cerner Corporation (Oracle)
                       11.3.1. Company Overview
                       11.3.2. Financial Performance
                       11.3.3. Product Benchmarking
                       11.3.4. Strategic Initiatives
                   11.4. IBM
                       11.4.1. Company Overview
                       11.4.2. Financial Performance
                       11.4.3. Product Benchmarking
                       11.4.4. Strategic Initiatives
                   11.5. SAP
                       11.5.1. Company Overview
                       11.5.2. Financial Performance
                       11.5.3. Product Benchmarking
                       11.5.4. Strategic Initiatives
                   11.6. Accenture Plc
                       11.6.1. Company Overview
                       11.6.2. Financial Performance
                       11.6.3. Product Benchmarking
                       11.6.4. Strategic Initiatives
                   11.7. AllScripts Healthcare Solutions Inc
                       11.7.1. Company Overview
                       11.7.2. Financial Performance
                       11.7.3. Product Benchmarking
                       11.7.4. Strategic Initiatives
                   11.8. Siemens Healthcare
                       11.8.1. Company Overview
                       11.8.2. Financial Performance
                       11.8.3. Product Benchmarking
                       11.8.4. Strategic Initiatives
                   11.9. salesforce.com
                       11.9.1. Company Overview
                       11.9.2. Financial Performance
                       11.9.3. Product Benchmarking
                       11.9.4. Strategic Initiatives
                   11.10. Aspect Software
                       11.10.1. Company Overview
                       11.10.2. Financial Performance
                       11.10.3. Product Benchmarking
                       11.10.4. Strategic Initiatives
                   11.11. Talisma
                       11.11.1. Company Overview
                       11.11.2. Financial Performance
                       11.11.3. Product Benchmarking
                       11.11.4. Strategic Initiatives
                   11.12. Nice systems
                       11.12.1. Company Overview
                       11.12.2. Financial Performance
                       11.12.3. Product Benchmarking
                       11.12.4. Strategic Initiatives
                   11.13. Verint systems
                       11.13.1. Company Overview
                       11.13.2. Financial Performance
                       11.13.3. Product Benchmarking
                       11.13.4. Strategic Initiatives
                   11.14. Veeva
                       11.14.1. Company Overview
                       11.14.2.Financial Performance
                       11.14.3. Product Benchmarking
                       11.14.4. Strategic Initiatives
                   11.15. Accretive Health Inc.
                       11.15.1. Company Overview
                       11.15.2. Financial Performance
                       11.15.3. Product Benchmarking
                       11.15.4. Strategic Initiatives

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