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Social Customer Relationship Management (CRM) Market


Information & Communications Technology
Software & Services

Social Customer Relationship Management (CRM) solutions are gaining pace in the current enterprise ecosystem. With the boom of social media, enterprises are adopting social integration with CRM software as well, thus making way for social CRM as a new channel now days. Social Customer Relationship Management Market solutions combine traditional CRM solutions with social media for improving the customer engagement for enterprises. The solution provides a social platform for evolving businesses CRM needs, while also offering flexibility, in terms of reach, deployment, and administration. Social CRM incorporates the customer decisions into the planning mix and the feedback loop so as to engage customers with the enterprises.

Increase in the use of smart phones and tablets in enterprises have influenced the way sales and marketing departments work. It has led to the promotion of Bring Your Own Device (BYOD) culture among enterprises. This trend is also responsible for bringing in social feature in CRM software, thus making way for Social Customer Relationship Management Market solutions.

Investments in Social  CRM Market will increase across geographies and verticals, with the need of more business specific solutions for enterprises. In terms of regions, North America is expected to be the biggest market in terms of revenue contribution in 2014, while Asia-Pacific (APAC) is expected to experience increased market growth in the coming years. The  Market has shown a positive outlook in terms of venture capital funding. Companies such as Lithium, Acquia and SugarCRM have received encouraging venture capital funding. It is expected that, these solutions will move beyond marketing and sales functions into customer facing departments, improving brand value through better communications and seamless connectivity across all departments.

MarketsandMarkets expects the Social Customer Relationship Management market to grow from $2.22 billion in 2014 to $17.92 billion in 2019, at a CAGR of 51.9% from 2014 to 2019.

Overall Social Customer Relationship Management: Market Size ($Billion)

Social Customer Relationship Management (CRM) Market

Source: MarketsandMarkets Analysis

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