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February 2025
The U.S. healthcare CRM market size is calculated at USD 9.92 million in 2024, grew to USD 10.64 million in 2025, and is projected to reach around USD 19.94 million by 2034. The market is expanding at a CAGR of 7.23% between 2025 and 2034. The presence of key players, demand for personalized care, and technological advancements drive the market.
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Healthcare customer relationship management (CRM) refers to a tool for managing and engaging patients in a healthcare setting. CRM plays a crucial role in streamlining every aspect of a healthcare organization, from administrative tasks to sales and marketing. Healthcare CRM compiles multiple data sources, including patient demographics, social behavior, provider credentials, etc., to provide a comprehensive view of patient habits and activities. Hence, CRMs allow healthcare professionals to focus more on patient treatment and well-being. The goal of a healthcare CRM is to create loyal patients and clients by prioritizing HIPAA compliance and better patient and employee experiences.
The rising incidences of acute and chronic disorders and the increasing geriatric population potentiate the demand for advanced and more personalized care, boosting market growth. The growing adoption of advanced technologies in the healthcare sector promotes the market. The need to reduce costs and improve patient outcomes increases the demand for healthcare CRM. Several government organizations also encourage healthcare professionals to integrate digitalization in a healthcare setting.
Integrating artificial intelligence (AI) and machine learning (ML) in the healthcare CRM system enables healthcare professionals to automate the entire workflow. This significantly reduces the burden on doctors and other support staff. AI and ML play a vital role in developing advanced software for CRM services, providing unprecedented healthcare services. AI in CRM simplifies the complex tasks of physicians and helps them analyze and store huge amounts of patient data. It also assists healthcare professionals with predictive analytics to make informed clinical decisions. AI and ML can improve administrative tasks by providing appointment reminders and personalized messaging to patients, enhancing patient experience. CRM integrated with AI can provide 24x7 services to patients and suggest effective and customized treatment regimens.
Increasing Hospital Admissions
The major growth factor of the U.S. healthcare CRM market is the increasing hospital admissions due to the rising incidences and prevalence of chronic disorders. The U.S. Department of Health and Human Services estimates that approximately 129 million people in the U.S. have at least one major chronic disease. This increases the chances of people visiting the hospitals demanding advanced cures. Hospital admissions have also increased due to the rising geriatric population and the growing number of surgeries. According to the American Hospital Association, 34 million hospital admissions were reported in 2023. Thus, increasing hospital admissions facilitates healthcare professionals to install or adopt healthcare CRM systems to manage every patient and provide personalized care. It helps to build a relationship between the patient and the physician, leading to enhanced treatment outcomes.
Regulatory Compliance
The major challenge faced by the market is stringent regulatory compliance. Healthcare CRMs must adhere to healthcare data privacy requirements, such as HIPAA. Such regulatory frameworks may be more time-consuming and difficult while implementing CRM systems in a healthcare setting, restricting market growth.
Burgeoning Healthcare Sector
The burgeoning healthcare sector creates ample opportunities for the U.S. healthcare CRM market players in the future. The healthcare sector in the U.S. is rapidly expanding owing to rapid urbanization, a growing geriatric population, consumerism, and technological advancements. The American geriatric population, i.e., 65 years or older, was 58 million in 2022 and is projected to increase to 82 million by 2050. Hence, this increases the demand for healthcare services in the future. The increasing number of hospitals and other healthcare organizations that cater to a wide range of populations also potentiates market growth. The healthcare sector is also expanding due to rising healthcare spending by government and private organizations. Thus, favorable reimbursement policies also augment the market. The growing research and development activities lead to the latest innovations, enhancing overall patient care.
By component, the software segment held a dominant presence in the U.S. healthcare CRM market in 2024. Software solutions enable healthcare professionals to manage patient information, automate sales, and streamline healthcare processes. The growing demand for CRM software is due to technological advancements and innovative solutions. According to a survey, healthcare practices that have adopted software solutions to replace manual data and administrative tasks such as sending emails and scheduling feel 68% more relieved, 65% more confident, and 55% more comfortable in their roles.
By component, the service segment is predicted to witness significant growth in the market over the forecast period. CRM services offer personalized solutions to healthcare organizations at affordable prices, potentiating the segment’s growth. Services allow healthcare professionals to understand patient needs and preferences, facilitating them to respond quickly and provide tailored care. This eliminates the need to invest in the organization’s IT infrastructure. Thus, services improve patient relationships, streamline processes, and increase sales.
By functionality, the sales segment led the U.S. healthcare CRM market in 2024 and is projected to expand rapidly in the coming years. The increase in the number of hospitals and healthcare systems potentiates the need for growing sales and, thus, strengthening their position in the market. CRM integrated with cutting-edge technologies enables healthcare providers to effectively manage patient data, automate marketing campaigns, personalize patient interactions, and track leads. This reduces the workload and helps them focus more on patient care, resulting in increased sales.
By deployment mode, the cloud/web-based model segment registered its dominance over the global market in 2024. The cloud-based model significantly reduces the cost of building a suitable infrastructure for installing an on-premise model. The segmental growth is attributed to assessing patient data and other business-related data anytime and anywhere, increasing data accessibility. The cloud-based model does not require the presence of trained professionals to operate and manage the software. Users can store large amounts of data in a single platform. The rising adoption of the internet and mobile, as well as advancements in telecommunication technologies like 5G and 6G, fuel the segment’s growth. Thus, healthcare organizations can harness the power and security of the cloud, social, and mobile tech using the cloud-based model.
By deployment mode, the on-premise model segment is anticipated to grow with a significant CAGR in the U.S. healthcare CRM market during the studied years. On-premise healthcare CRM allows users to have complete control over the system, maintaining the privacy of the data. Hence, it is primarily used by organizations that require customization and value data ownership. It reduces the chances of a security breach, saving the data from cyber threats. The increasing investments from government and private organizations promote the installation of the on-premise model.
By end-use, the healthcare providers segment held the largest share of the market in 2024. Healthcare providers such as doctors and nurses require CRM services to manage large amounts of patients. The increase in hospital admissions and the growing demand for personalized care boost the segment’s growth. It helps in every aspect of patient care, from scheduling appointments to storing patient data. It notifies patients about their scheduled appointments and reminds them of their medications. Healthcare CRM also promotes health programs and services through targeted marketing campaigns.
By end-use, the healthcare payer segment is expected to grow at the fastest rate in the U.S. healthcare CRM market during the forecast period. Healthcare CRM is specifically designed for healthcare payers or insurance companies to manage their relationships with providers and patients. It helps to centralize patient data, streamline communication, and facilitate personalized outreach strategies. CRM enables them to provide fast and affordable services, attracting more customers. Thus, CRM covers numerous facets of an insurance company, from monitoring contacts and policies to training sales representatives.
The growth of the market in the U.S. is governed by several factors, including the presence of key players and technological advancements. Epic Systems Corporations are estimated to hold 72.1% of the market share in the U.S., with approximately 1,760 installations as of August 2023. The increasing hospital admissions in the U.S. also contributes to the market. There are over 6,200 hospitals and 400 healthcare systems in the U.S. as of 2023. The rising trend of hospitals and healthcare systems in the U.S. increases the demand for CRM tools. The U.S. healthcare spending amounted to 17.6% of the national GDP in 2023. The U.S. government also launches initiatives to promote healthcare IT. The Food and Drug Administration regulates the approval of healthcare CRM systems in the U.S.
Marc Benioff, Co-founder and CEO of Salesforce, commented that AI is the future and the next big transformation in the healthcare CRM field. He added that the company's strong second-quarter earnings were reported at $9.33 billion due to Agentforce’s planned debut.
By Component
By Functionality
By Deployment Model
By End-Use
February 2025
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December 2024
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