How has the artificial intelligence (ai) in customer relationship management (crm) market evolved, and where is it heading next?
The artificial intelligence (AI) in customer relationship management (crm) market size has grown exponentially in recent years. It will grow from $8.09 $ billion in 2024 to $11.04 $ billion in 2025 at a compound annual growth rate (CAGR) of 36.5%. The growth in the historic period can be attributed to increased customer expectations, cost efficiency, data explosion, competitive pressure, and increased data availability.
The artificial intelligence (AI) in customer relationship management (crm) market size is expected to see exponential growth in the next few years. It will grow to $38.01 $ billion in 2029 at a compound annual growth rate (CAGR) of 36.2%. The growth in the forecast period can be attributed to the growth of cloud-based solutions, rising demand for omnichannel engagement, increased investment in AI research and development, expansion of data sources, and rising focus on customer experience. Major trends in the forecast period include AI-powered chatbots, enhanced personalization, advanced predictive analytics, AI-driven sales automation, enhanced data privacy, and security measures.
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What are the key drivers behind the rapid expansion of the artificial intelligence (ai) in customer relationship management (crm) market?
The growing adoption of automation in marketing and sales is expected to propel the growth of artificial intelligence (AI) in the customer relationship management (CRM) market going forward. Automation in marketing and sales refers to the use of technology and software to automate repetitive tasks, streamline workflows, and enhance efficiency in marketing campaigns and sales processes. The growing adoption of automation in marketing and sales is driven by its ability to streamline repetitive tasks like email campaigns and lead scoring, freeing up time for strategic activities. Additionally, automation provides real-time data and analytics, allowing businesses to make informed decisions and quickly adapt strategies. AI in CRM enhances personalized customer interactions by automating routine tasks and providing data-driven insights to optimize campaigns and sales strategies. For instance, in September 2023, according to a survey by the University of Hamburg, a Germany-based public research university, a study of 129 manufacturing and sales leaders revealed that 44% of companies are strategically adopting marketing automation. Additionally, the average level of automation is anticipated to rise by 3.6%. Furthermore, 64% of respondents indicated that the importance of marketing automation has increased compared to the previous year. Therefore, the growing adoption of automation in marketing and sales will drive the growth of artificial intelligence (AI) in the customer relationship management (CRM) market.
What is the segmentation for the artificial intelligence (ai) in customer relationship management (crm) market?
The artificial intelligence (AI) in customer relationship management (crm) market covered in this report is segmented –
1) By Type: Machine Learning, Natural Language Processing, Image and Speech Recognition, Predictive Analytics, Chatbots And Virtual Assistants
2) By Component: Software, Services
3) By Application: Sales Automation, Customer Service And Support, marketing Personalization, Customer Data Analysis, Lead Scoring And Qualification\
4) By End-Use Industry: Banking, Financial Services And Insurance (BFSI), Retail And E-commerce, Information Technology (IT) And Telecommunications, Healthcare, Manufacturing, Other End-Use Industries
Subsegments:
1) By Machine Learning: Supervised Learning, Unsupervised Learning, Reinforcement Learning, Deep Learning For CRM, AI-Powered Customer Segmentation, Recommendation Engines
2) By Natural Language Processing (NLP): Sentiment Analysis, Text Mining And Data Extraction, Speech-to-Text Conversion, Named Entity Recognition (NER), Language Translation, Text Analytics For CRM
3) By Image And Speech Recognition: Image-Based Customer Insights, Visual Search And Recognition, Voice Recognition For Customer Interactions, Audio Analytics And Speech Transcription, Customer Feedback Analysis through Image Or Speech
4) By Predictive Analytics: Lead Scoring And Forecasting, Sales Prediction Models, Churn Prediction, Customer Lifetime Value (CLV) Estimation, Demand Forecasting And market Trends
5) By Chatbots and Virtual Assistants: AI-Powered Chatbots For Customer Support, Virtual Personal Assistants For Sales and Service, Conversational AI For CRM Automation, Multi-Channel Chatbot Integration, Voice-Activated CRM Assistants
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Who are the most influential companies in the artificial intelligence (ai) in customer relationship management (crm) market?
Major companies operating in the artificial intelligence (AI) in customer relationship management (CRM) market are Microsoft Corporation, International Business Machines Corporation, Oracle Corporation, SAP SE, Salesforce Inc., Adobe Inc., Genesys Telecommunications Laboratories Inc., HubSpot Inc., Zendesk Inc., Zoho Corporation Pvt. Ltd., Pegasystems Inc., Freshworks Inc., C3.ai Inc., SugarCRM Inc., Intercom Inc., Pipedrive Inc., Copper Inc., Insightly Inc., Conversica Inc., Streak Inc., Kreato CRM, Spiro Technologies Inc., Nimble Inc., Vtiger Systems, Salesflare Inc
What are the most influential trends expected to drive the artificial intelligence (ai) in customer relationship management (crm) market forward?
Major companies operating in the artificial intelligence (AI) in the customer relationship management (CRM) market are focusing on advancements in customer experience, such as generative AI technology, to enhance personalized interactions and automate content creation. Generative AI technology uses advanced AI algorithms to create personalized customer interactions, automate content generation, and enhance customer relationship management through data-driven insights. For instance, in March 2023, Salesforce Inc., a US-based cloud-based software company, launched Einstein GPT, the pioneering generative AI CRM technology that delivers AI-generated content across sales, service, marketing, commerce, and IT at scale. By integrating Salesforce’s proprietary AI models with generative AI from an ecosystem of partners and real-time data from the Salesforce Data Cloud, Einstein GPT transforms customer experiences. It enables seamless connectivity to OpenAI’s advanced models or external ones, allowing users to generate dynamic content and adapt to evolving customer needs in real time.
What are the major regional insights for the artificial intelligence (ai) in customer relationship management (crm) market, and which region holds the top position?
North America was the largest region in the artificial intelligence (AI) in customer relationship management (CRM) market in 2024. The regions covered in the artificial intelligence (AI) in customer relationship management (CRM) market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.
What Does The Artificial Intelligence (AI) In Customer Relationship Management (CRM) Market Report 2025 Offer?
The artificial intelligence (ai) in customer relationship management (crm) market research report from The Business Research Company offers global market size, growth rate, regional shares, competitor analysis, detailed segments, trends, and opportunities.
artificial intelligence (AI) in customer relationship management (CRM) refers to the use of advanced algorithms and machine learning technologies to enhance and automate various aspects of customer interactions and data management. It aims to improve customer engagement, streamline processes, and provide actionable insights by analyzing large volumes of customer data.
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