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February 2025
The global healthcare CRM market size is calculated at USD 19.29 billion in 2024, grew to USD 20.78 billion in 2025, and is projected to reach around USD 40.64 billion by 2034. The market is expanding at a CAGR of 7.74% between 2025 and 2034. The growing demand for improved patient care, technological advancements, and the burgeoning healthcare sector are the major growth factors of the market.
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Healthcare customer relationship management (CRM) is a tool to manage patients in healthcare organizations. It is used to engage, acquire, and retain patients. It helps healthcare professionals store and manage information, improve service and engagement, enhance patient acquisition strategy, and automate marketing and sales processes. Several organizations develop software to streamline complex healthcare processes and offer a hassle-free medical experience. CRM effectively manages inter-department communication by automating mundane tasks using smart workflows. It also ensures data security using cloud-based services and other mechanisms. This also enables healthcare professionals to provide personalized care, leading to better decision-making.
The rising incidences and prevalence of chronic disorders increase the number of hospitalizations of patients. This necessitates healthcare organizations to adopt CRM systems. The growing demand for improved patient care boosts the market. The advent of advanced technologies revolutionizes the way patients are managed in a healthcare setting. The increasing funding by several government and private organizations to advance healthcare also augments the market. The burgeoning healthcare sector potentiates market growth.
Integrating artificial intelligence (AI) in healthcare CRM introduces automation in the system, leading to advanced services. Automation in administrative tasks significantly reduces the burden on healthcare professionals, allowing them to focus more on patient care. AI-enabled CRM allows for image analysis, speech recognition, precision medicine, and clinical notes. It ensures efficiency and accuracy in workflows, reducing manual errors. AI can also play a vital role in developing software for linking patient relationships and information management. AI can overcome several challenges faced in a healthcare setting such as scheduling errors, financial issues, marketing issues, poor customer service metrics data, and training staff. The advent of chatbots and virtual assistants provides instant, 24x7 assistance to patients, answers common questions, and provides information about medications and treatments.
Improved Patient Care
The major growth factor of the healthcare CRM market is the growing demand for improved patient care. Improving patient care has become a priority for all healthcare providers to achieve high patient satisfaction. The burgeoning healthcare sector enables healthcare professionals to adopt CRM tools. The increasing market competitiveness also encourages them to use CRM tools to manage and engage more patients in the healthcare setting. This allows them to strengthen their position in the market. Adopting CRM tools also increases patient repetition rate in a hospital or other healthcare setting. Patients can easily schedule their appointments and receive personalized care across clinical, consumer, and wellness experiences. CRM tools can also reduce administrative burden and increase operational efficiency, leading to potential revenue growth.
High Implementation Cost
The major challenge of the market is the high implementation cost of advanced healthcare CRM software in a healthcare organization. This limits the affordability of several organizations in low- and middle-income countries. This necessitates costly investment that acts as a barrier to adoption, restricting the market.
Personalized Treatment
The future of the healthcare CRM market is promising, driven by the growing need for personalized treatment of patients. Personalized treatment refers to providing the right treatment to the right patient at the right time. Numerous government organizations launch initiatives to promote personalized care and provide funding. The rising demographic changes, especially in underdeveloped and developing countries, increase the demand for personalized care. A recent survey found that 72% of patients want more personalized care tailored to their individual clinical needs. The rise of telehealth, advancements in health technology, and demand for improved patient outcomes. The growing concierge medicine field can also potentiate the market, presenting future growth opportunities. Thus, most healthcare organizations are investing heavily in models of care.
By component, the software segment held a dominant presence in the healthcare CRM market in 2024. The rising adoption of advanced technology such as AI and ML promotes the development of innovative software to enhance patient relationships. The demand for CRM software increases due to affordability, flexibility, and scalability. The software provides customized solutions to healthcare professionals and aids automation and analytics, driving sales. Integrating software in the healthcare system, allows professionals to maintain the confidentiality of patient data and other relevant information.
By component, the service segment is estimated to show lucrative growth in the market during the forecast period. Numerous tech companies provide services to help businesses grow through customized solutions. The lack of trained professionals in healthcare organizations to operate complex software systems potentiates the demand for CRM services. This also enables professionals to minimize IT costs by eliminating licensing. Services are widely preferred by small- and medium enterprises with limited workforces and capital investments.
By functionality, the sales segment held the largest share of the healthcare CRM market in 2024 and is projected to expand rapidly in the market in the coming years. Healthcare CRM is used for various purposes, including increasing sales. Increasing sales for healthcare organizations is essential to strengthen their position in the market. CRM helps to increase sales by upselling and cross-selling, communicating regularly with patients, increasing employee productivity, and automating complex processes. The increasing number of hospitals and rising market competitiveness promote the segment’s growth.
By deployment mode, the cloud/web-based model segment led the global market in 2024. The cloud-based or web-based model ensures that customer data is accessible from anywhere and at any time, saving a lot of time for professionals. They are easy to install, cost-effective, secure, and flexible, fueling the segment’s growth. This model can store vast amounts of patient data and offer scalability. Additionally, cloud-based CRM helps healthcare organizations to serve patients better, improve employee productivity, and increase profitability. It also eliminates the need for special infrastructure to install CRM systems, reducing infrastructure costs.
By deployment mode, the on-premise model segment is expected to grow at the fastest rate in the market during the forecast period. As on-premise CRM models require specialized infrastructure in a healthcare setting, they are predominantly preferred by large hospitals. The increasing investments and collaborations boost the segment’s growth. They are operated by the user’s IT department, enabling complete control and ownership of patient data stored offline.
By end-use, the healthcare providers segment registered its dominance over the global healthcare CRM market in 2024. Healthcare providers include doctors, nurses, therapists, pharmacists, etc. The rising incidences of acute and chronic disorders require people to visit healthcare centers such as hospitals and clinics. This leads to increasing use of CRM to manage patient data effectively and reduce the burden on healthcare professionals. CRM allows doctors and nurses to focus primarily on patient conditions.
By end-use, the healthcare payer segment is anticipated to grow with the highest CAGR in the market during the studied years. The growing need for government and private reimbursement policies due to increasing healthcare expenses augments the segment’s growth. Insurance companies have a huge consumer database. Hence, incorporating CRM helps manage multiple policies in a single system. CRM helps insurance companies to organize prospects, track opportunities, and automate activities, enabling insurance agents to focus more on customer’s needs.
North America dominated the global healthcare CRM market share by 59% in 2024. The presence of key players, technological advancements, and increasing collaborations drive the market. Salesforce, Pipedrive, and Zoho are some of the key players that hold a major share of the market in North America. The favorable government support and rising investments positively impact market growth. In 2023, the U.S. federal government announced healthcare spending of $1.5 trillion. While, the Canada government spent around $344 billion on healthcare in 2023. The increasing number of hospitals and clinics potentiate the chances of adopting CRM tools. There are around 7,378 hospitals in the U.S. and 329 hospitals in Canada, as of 2024.
Asia-Pacific is anticipated to grow at the fastest rate in the market during the forecast period. The rising population, rapidly expanding healthcare sector, and increasing adoption of advanced technologies drive the market. The growing disposable incomes, healthcare awareness, and geriatric population augments the healthcare sector in Asia-Pacific. According to the Press Information Bureau report, India’s healthcare landscape is transforming a digital transformation, driven by government policies, growing investments in digital health, and technological advancements. In 2023, China reported the highest number of hospital admissions, amounting to 301 million, representing around 21.4% of its total population. The Japanese government launched the “Medical Digital Transformation Promotion Plan” initiative to accelerate healthcare digitization.
Bijay Singh, Head of Business Unit Healthcare at DKSH, commented on the launch of ConnectPlus that the company is improving their operations and setting a new benchmark for healthcare distribution across Asia Pacific. Through this platform, the company will ultimately contribute to better health outcomes by improving patients’ access to quality care. He added that this reinforces their commitment to leading with agility in an evolving healthcare landscape.
By Component
By Functionality
By Deployment Mode
By End-Use
By Region
February 2025
January 2025
December 2024
October 2024
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