Telecom (CRM) market Research Report By Deployment Model (Cloud-based, On-premises), By Organization Size (Small and Medium Enterprises (SMEs), Large Enterprises), By Vertical (Telecommunications, Financial Services, Healthcare, Manufacturing, Retail), By Functionality (Customer Relationship Management (CRM), Sales Force Automation (SFA), Marketing Automation, Customer Service and Support), By Cloud Type (Public Cloud, Private Cloud, Hybrid Cloud) and By Regional (North America, Europe, South America, Asia Pacific, Middle East and Africa)

Global  Telecom (CRM) market Overview

Telecom (CRM) market Size was estimated at 57.28 (USD Billion) in 2022.The Telecom (CRM) market Industry is expected to grow from 63.1(USD Billion) in 2023 to 150.69 (USD Billion) by 2032. The Telecom (CRM) market CAGR (growth rate) is expected to be around 10.16% during the forecast period (2024 - 2032).

Source Primary Research, Secondary Research, MRFR Database and Analyst Review

Key Telecom (CRM) market Trends Highlighted

Key market drivers in the Telecom (CRM) market include the increasing need for customer relationship management (CRM) solutions to enhance customer experiences, the growing adoption of cloud-based CRM systems, and the rising demand for personalized marketing campaigns.

Opportunities to be explored or captured in the market include the integration of artificial intelligence (AI) and machine learning (ML) capabilities into CRM systems, the development of industry-specific CRM solutions, and the expansion into emerging markets.Recent trends in the Telecom (CRM) market include the adoption of cloud-based CRM systems, the increasing use of AI and ML to automate tasks and improve customer experiences, and the growing demand for omnichannel CRM solutions. By leveraging these trends, businesses can streamline their customer interactions, improve service delivery, and gain a competitive edge in the market.

Telecom (CRM) market Drivers

Rising Adoption of Cloud-Based CRM Solutions

The widespread adoption of cloud-based customer relationship management systems is identified as one of the major industry trends at present. There are several factors contributing to this phenomenon, such as the high level of flexibility and scalability of cloud-based CRM solutions, real-time access to data, and relatively low costs. As a result, the continued increase in the demand for cloud-based CRM solutions is largely caused by the need of telecom service providers to ensure that they are able to establish better customer relations and, therefore, improve their functioning, decrease costs, and become more competitive.

Growing Need for Customer Relationship Management

In today's competitive telecom market, providing exceptional customer service is crucial for businesses to retain existing customers and attract new ones. Telecom CRM systems enable businesses to manage and track customer interactions across multiple channels, providing a comprehensive view of customer behavior and preferences. By leveraging CRM systems, telecom service providers can personalize marketing campaigns, improve customer support, and build stronger relationships with their customers.

Advancements in Artificial Intelligence (AI) and Machine Learning (ML)

AI and ML technologies can enhance the operation of the Telecom CRM systems by changing the way businesses interact with the customers. The CRMs can automate the operation, analyze very high volumes of customers’ data and provide business with business insights. AI and ML technologies can significantly improve customer segmentation, enable to predict the customer behavior, and allow to make personalized recommendations. These technologies can also improve loyalty and retention, driving growth in revenue.

Telecom (CRM) market Segment Insights

Telecom (CRM) market Deployment Model Insights  

The Telecom (CRM) market is separated by deployment model into cloud-based and on-premises. The cloud-based segment is expected to grow at a CAGR of 12.5% during the forecast period, while the on-premises segment is expected to grow at a CAGR of 7.3%. The growth of the cloud-based segment is caused by the increased adoption of cloud computing by telecom companies. Cloud-based CRM solutions provide various advantages over their on-premises counterparts, including the ability to scale, flexibility, and cost-effectiveness. In addition, the growing popularity of Software as a Service is also driving the adoption of cloud-based CRM solutions.The on-premises segment is also expected to grow, although at a slower rate than the cloud-based segment, as certain companies may favor on-premises solutions for the higher level of control and customization they provide. As of 2023, the cloud-based segment has contributed 60% of the Telecom (CRM) market revenue, while the on-premises segment has contributed 40%. By 2032, the cloud-based segment will contribute 75% of the revenue, while the on-premises will contribute 25%.

Source Primary Research, Secondary Research, MRFR Database and Analyst Review

Telecom (CRM) market Organization Size Insights  

The G lobal Telecom (CRM) market is segmented by Organization Size into Small and Medium Enterprises  and Large Enterprises. In 2021 SMEs segment held a market share of 42 % and is expected to grow at a CAGR of 8.4 % to reach a market value of USD 27.78 billion by 2028. This segment’s growth is primarily attributed to the increasing adoption of cloud-based CRM solutions and the growing need for customer relationship management by SMEs. The Large Enterprises segment held a market share of 58% in 2021 and is expected to grow at a CAGR of 7.9% during the forecast period.The growth of this segment is mainly due to the increasing demand for advanced CRM solutions to manage the complex customer interactions and the need for centralized customer data management.

Telecom (CRM) market Vertical Insights  

The Telecom (CRM) market is segmented into various verticals, including Telecommunications, Financial Services, Healthcare, Manufacturing, and Retail. Among these, the Telecommunications vertical is expected to hold a significant market share in 2023, owing to the increasing adoption of CRM solutions by telecom operators to enhance customer experience and optimize operations. The Financial Services vertical is also expected to witness substantial growth, driven by the need for CRM solutions to manage customer relationships, streamline processes, and improve compliance.The Healthcare vertical is anticipated to grow steadily, as healthcare providers seek to improve patient engagement, streamline operations, and enhance care coordination. The Manufacturing vertical is expected to show promising growth, as manufacturers seek to optimize customer interactions, manage supply chains, and improve operational efficiency. The Retail vertical is projected to grow steadily, driven by the increasing adoption of CRM solutions to enhance customer loyalty, personalize marketing campaigns, and improve sales performance.

Telecom (CRM) market Functionality Insights  

The Functionality segment of the Telecom (CRM) market is broadly classified into Customer Relationship Management (CRM), Sales Force Automation (SFA), Marketing Automation, and Customer Service and Support. The CRM segment held the largest market share in 2023, accounting for approximately 45% of the Telecom (CRM) market revenue. This dominance is attributed to the increasing adoption of CRM solutions by telecom companies to manage customer relationships, track customer interactions, and improve customer satisfaction. The SFA segment is expected to grow at the fastest CAGR during the forecast period, owing to the rising need for automating sales processes and improving sales productivity.Marketing Automation is gaining traction as telecom companies seek to automate marketing campaigns and personalize customer experiences. Customer Service and Support solutions are becoming increasingly important as telecom companies strive to provide excellent customer service and resolve customer issues efficiently. The Telecom (CRM) market is expected to witness significant growth in the coming years, driven by the increasing adoption of cloud-based CRM solutions, the growing need for data analytics, and the rising demand for personalized customer experiences.

Telecom (CRM) market Cloud Type Insights  

The Cloud Type segment is a crucial aspect of the Telecom (CRM) market, with each type offering distinct advantages and catering to specific business needs. Public Cloud, Private Cloud, and Hybrid Cloud are the primary sub-segments within this market. Public Cloud, with its pay-as-you-go pricing model and scalability, is projected to hold a significant market share in the coming years. The Telecom (CRM) market revenue for Public Cloud is expected to reach $25.8 billion by 2024, growing at a CAGR of 12.5%. This growth is attributed to the increasing adoption of cloud-based solutions by telecom service providers seeking cost optimization and flexibility.Private Cloud, on the other hand, provides greater control and security, making it suitable for businesses with sensitive data or regulatory compliance requirements. The Telecom (CRM) market data indicates that Private Cloud is expected to account for $18.2 billion in revenue by 2024, growing at a CAGR of 10.8%. This growth is driven by the increasing demand for customized and secure CRM solutions in various industries. Hybrid Cloud, which combines elements of both Public and Private Cloud, offers a balanced approach, providing flexibility and customization options while ensuring data security.The Telecom (CRM) market Statistics project that Hybrid Cloud will capture a market share of $15.1 billion by 2024, growing at a CAGR of 11.2%. This growth is attributed to the increasing preference for hybrid solutions that cater to the diverse needs of telecom service providers. Overall, the Cloud Type segment presents a growing market opportunity for businesses in the Telecom (CRM) market industry, with each type offering unique benefits and growth potential.

Telecom (CRM) market Regional Insights  

The regional segmentation of the Telecom (CRM) market offers valuable insights into the geographic distribution of market growth and opportunities. North America is projected to dominate the market, accounting for a significant share of the Telecom (CRM) market revenue in 2024. The region's advanced technological infrastructure, high adoption of cloud-based CRM solutions, and presence of major players contribute to its leadership position. Europe follows closely behind, driven by increasing demand for customer-centric solutions and government regulations that emphasize data protection.The APAC region is expected to witness substantial growth over the forecast period, fueled by rapid digital transformation and a growing customer base. South America and MEA markets are also poised for notable growth, offering lucrative opportunities for market expansion.

Source Primary Research, Secondary Research, MRFR Database and Analyst Review

Telecom (CRM) market Key Players and Competitive Insights

Leading players in the industry are continuously investing in research and development and expanding into other business segments to accumulate more revenue. Leading Market players are trying to establish their continuous presence in various multiple geographies to cater to the wider audience. Additionally, companies are focusing on launching newer products, acquiring smaller companies, and partnering with other companies. The major driver of Telecom (CRM) market is an increasing need for customer relationship management solutions from various industrial verticals, a rapid adoption of Internet of Things solutions in banking and financial services, and an increasing demand among companies to differentiate themselves in the market. Moreover, the rapid development of networking technology and cloud computing solutions is also boosting the Telecom (CRM) market growth. Moreover, there exist several leading market players who have established a significant stronghold. Leading Telecom (CRM) market players are Salesforce.com, SAP and Microsoft, among others.Salesforce is a leading software consultant that helps telecommunications companies manage their customer service better. For customers in the telecommunications industry, the company has developed telecommunications. Salesforce’s faster, more personalized services can drive revenue growth by attracting new customers and increasing customer loyalty. Additionally, employees can make the most of its social channels and call routing in order to immediately assign a specific agent to a particular call and case. In addition, Communications Cloud provides a better standard of customer service to further reduce the number of leads that are not converted.SAP is another prominent supplier of telecommunications CRM software. Deutsche Telekom, Orange, BT, AT, T, and Vodafone all benefit from using SAP Hybris to manage the customer service experience. Although general CRM solutions are also used in some cases, Hybris for Telecommunication is another industry-specific solution offered by SAP. The telecommunications giant is on a continuous lookout to reduce customer churn by improving the customer service experience.

Key Companies in the Telecom (CRM) market Include

• Pegasystems


• Freshworks


• Adobe


• Hubspot


• Zoho


• SugarCRM


• SAP


• Microsoft


• Five9


• Salesforce


• IBM


• Oracle


• Zendesk


• NICE


• Genesys

Telecom (CRM) market Industry Developments

The Telecom (CRM) market is projected to reach USD 150.69 billion by 2032, exhibiting a CAGR of 10.16% during the forecast period (2024-2032). The market growth is attributed to the increasing adoption of cloud-based CRM solutions and the need for improved customer experience. The market is witnessing the emergence of AI-powered CRM solutions that offer personalized customer interactions and predictive analytics. Key players in the market include Salesforce, Oracle, SAP, Microsoft, and SugarCRM. Recent developments include the launch of Salesforce's AI-powered CRM solution, Einstein, and Oracle's acquisition of Responsys, a leading provider of email marketing automation software. The market is expected to witness significant growth in the Asia-Pacific region, driven by the increasing adoption of smartphones and the growing middle class.

Telecom (CRM) market Segmentation Insights

Telecom (CRM) market Deployment Model Outlook

• Cloud-based


• On-premises

Telecom (CRM) market Organization Size Outlook

• Small and Medium Enterprises (SMEs)


• Large Enterprises

Telecom (CRM) market Vertical Outlook

• Telecommunications


• Financial Services


• Healthcare


• Manufacturing


• Retail

Telecom (CRM) market Functionality Outlook

Customer Relationship Management (CRM) 

• Sales Force Automation (SFA)


• Marketing Automation


• Customer Service and Support

Telecom (CRM) market Cloud Type Outlook

• Public Cloud


• Private Cloud


• Hybrid Cloud

Telecom (CRM) market Regional Outlook

• North America


• Europe


• South America


• Asia Pacific


• Middle East and Africa

Telecom (CRM) market Report Scope