Healthcare CRM Market Size, Share Will Increase at 7.93% CAGR Globally by 2032

Prakashtorase
6 min readMar 21, 2024

According to the report, the global healthcare CRM market was valued at approximately USD 15.25 billion in 2023 and is expected to generate revenue of around USD 30.30 billion by the end of 2024, growing at a CAGR of around 7.93% between 2024 and 2032.

Zion Market Research has published a new report titled “Healthcare CRM Market by Product Type (Individual, Referral, and Individual & Referral); by Technology (Predictive CRM, Mobile CRM, Cloud-Based CRM, Social CRM, and Collaborative CRM); by Application (Relationship Management, Case Coordination, Community Outreach, Case Management, and Other Applications), and for End-User (Payers, Providers, and Other End-Users): Global Industry Perspective, Comprehensive Analysis and Forecast, 2024–2032”.

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Customer relationship management (CRM) is a tool used as a strategy for managing interactions with patients; this technology aids in managing, coordinating, and automating business processes. The adoption of information communication technologies (ICT) in healthcare is growing at a high pace. The deployment of ICT, mainly the Internet, in the healthcare sector is commonly referred to as e-health or electronic health, which is essential for enhancing healthcare management for mutual benefit between healthcare providers and patients. One of the most significant features of e-health is to manage relationships between a healthcare provider and its patients (customers) in order to generate greater reciprocal understanding, confidence, and patient contribution in decision-making.

The global healthcare CRM market is segmented by product type, technology, applications, end-user, and geography. Based on product type, the market is segmented as individual, referral, and individual & referral. The individual and referral segment accounted for the highest share of the global healthcare CRM market in 2023. The shifting business model and rising demand for integration between provider, patient, and payer are significantly contributing towards the high share of the segment in the global market. The referral segment is anticipated to grow at the highest CAGR over the forecast period.

2. Types of Healthcare CRM Solutions:

  • Patient Relationship Management (PRM): Explore CRM solutions focused on managing patient interactions, appointments, and communications to enhance patient engagement and satisfaction.
  • Physician Relationship Management (PhiRM): Discuss CRM platforms designed to optimize physician engagement, referral management, and collaboration between healthcare stakeholders.
  • Pharmaceutical CRM: Cover CRM solutions tailored for pharmaceutical companies to manage customer relationships, sales activities, and marketing campaigns effectively.

3. Key Features and Functionality:

  • Data Integration and Analytics: Highlight the importance of data integration and analytics capabilities in healthcare CRM systems for deriving actionable insights, predicting patient needs, and personalizing care delivery.
  • Multichannel Communication: Discuss the significance of multichannel communication tools, including email, SMS, and telephony integrations, for engaging patients, physicians, and other stakeholders effectively.
  • Workflow Automation: Explore how workflow automation features streamline administrative tasks, such as appointment scheduling, billing, and follow-up communications, improving operational efficiency.

4. Emerging Trends and Innovations:

  • Artificial Intelligence (AI) and Machine Learning: Explore how AI and machine learning algorithms are being integrated into healthcare CRM systems to automate processes, predict patient behavior, and personalize care pathways.
  • Remote Patient Monitoring: Discuss the rising adoption of remote patient monitoring solutions integrated with CRM platforms to track patient health data, facilitate virtual consultations, and improve chronic disease management.
  • Telehealth Integration: Analyze the integration of telehealth capabilities into CRM systems, enabling seamless virtual care delivery, remote consultations, and telemedicine appointments.

5. Regulatory Landscape and Compliance:

  • HIPAA Compliance: Discuss the importance of healthcare CRM systems complying with the Health Insurance Portability and Accountability Act (HIPAA) regulations to ensure patient data privacy and security.
  • FDA Regulations: Highlight regulatory considerations for CRM solutions used in pharmaceutical and medical device marketing, ensuring compliance with Food and Drug Administration (FDA) guidelines.

6. Market Players and Competitive Landscape:

  • Key Players: Profile leading companies in the healthcare CRM market, including CRM software vendors, healthcare IT companies, and consulting firms.
  • Market Strategies: Analyze the strategies adopted by companies to differentiate their offerings, such as product innovation, strategic partnerships, and mergers and acquisitions.

7. Future Outlook:

  • Growth Opportunities: Offer insights into the future growth prospects of the healthcare CRM market, including the expansion of digital health initiatives, increased adoption of cloud-based CRM solutions, and the integration of CRM with electronic health records (EHR) systems.
  • Challenges and Considerations: Identify challenges such as data interoperability, integration complexities, and resistance to change, along with strategies to overcome these hurdles and drive successful CRM implementations in healthcare settings.

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On the basis of technology, the healthcare CRM market is segmented as predictive CRM, mobile CRM, cloud-based CRM, social CRM, and collaborative CRM. Cloud-based CRM accounted for the major share of the global market in 2023. The mobile CRM is expected to register the highest growth of the global healthcare CRM market from 2018 to 2024 owing to the increasing adoption of solutions by pharmaceutical companies, physicians, and patients.

By application, the healthcare CRM market is segregated into relationship management, case coordination, community outreach, case management, and other applications. The case coordination segment includes pre-authorizations, patient information management, and referrals. The community outreach applications include community health education, financial donor management, and services promotion. The case management applications include clinical trial relationship management and chronic disease management. The case coordination segment is estimated to register lucrative growth due to automation and centralization in healthcare organizations. The growing prevalence of behavioral health problems and chronic disease is expected to propel the growth of the case management segment in the coming years.

Based on end-users, the healthcare CRM market is segmented into payers, providers, and other end-users. The insurance companies are considered under payers and hospitals, specialized clinics, and life sciences companies are included under providers. The payers accounted for the largest share of the global healthcare CRM market in 2023.

Based on geography, the global healthcare CRM market covers key regions such as North America, Europe, Asia Pacific, Latin America, and the Middle East and Africa. Among them, North America is estimated to hold the largest share of the global healthcare CRM market and is expected to remain dominant over the forecast period.

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Some of the key players in the healthcare CRM market include -

  • salesforce.com
  • IBM
  • SAP
  • Siemens Healthineers
  • Oracle
  • Accenture
  • Amdocs Ltd.
  • Microsoft
  • AllScripts Healthcare Solutions Inc.
  • Cerner
  • NetSuite.

This report segments the global healthcare CRM market as follows:

Global Healthcare CRM Market: Product Type Segment Analysis

  • Individual
  • Referral
  • Individual & Referral

Global Healthcare CRM Market: Technology Segment Analysis

  • Predictive CRM
  • Mobile CRM
  • Cloud-Based CRM
  • Social CRM
  • Collaborative CRM

Global Healthcare CRM Market: Application Segment Analysis

  • Relationship Management
  • Case Coordination
  • Community Outreach
  • Case Management
  • Other Applications

Global Healthcare CRM Market: End-User Segment Analysis

  • Payers
  • Providers
  • Other End-Users

Global Healthcare CRM Market: Regional Segment Analysis

  • North AmericaThe U.S.
  • EuropeUKFranceGermany
  • Asia PacificChinaJapanIndia
  • Latin AmericaBrazil
  • The Middle East and Africa

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