Global Healthcare Customer Relationship Management (CRM) Market Growth, Share, Size, Trends and Forecast (2025 - 2031)

• In April 2022, Cured introduced the latest iteration of its digital marketing and customer relationship management (CRM) platform tailored for the healthcare sector, bolstering its commitment to advancing comprehensive care delivery.

• In March 2022, Epic unveiled a customer relationship management system designed specifically for health systems. Additionally, the company is in the process of developing an application that utilizes real-world data to assist physicians in researching optimal care practices for their patients.

The Global Healthcare Customer Relationship Management (CRM) Market has been segmented by deployment model, with two primary categories: On-Premise Model and Web/Cloud-Based Model. The On-Premise Model involves hosting the CRM software within the organization's own infrastructure, which offers greater control over data security and customization. This model is typically preferred by large hospitals and healthcare organizations that require robust, tailored solutions. On the other hand, the Web/Cloud-Based Model is increasingly popular due to its scalability, ease of access, and lower upfront costs. Cloud-based CRMs allow healthcare organizations, regardless of their size, to access patient data from any location, facilitating better communication and collaboration across multiple departments. The cloud model also offers quicker software updates, security patches, and reduced IT maintenance needs, making it an ideal choice for ambulatory surgery centers (ASCs) and clinics looking for cost-effective solutions.

By application, the Healthcare CRM market is segmented into four key areas: Customer Service and Support, Sales and Marketing, Community Outreach, and Patient Information Management. In Customer Service and Support, CRM tools help healthcare providers streamline communication, manage patient inquiries, and handle appointments, leading to higher patient satisfaction and retention. Sales and Marketing applications help healthcare organizations target potential patients, manage marketing campaigns, and track outcomes. With CRM, hospitals and clinics can optimize their outreach and improve their marketing strategies. In Community Outreach, CRM systems help providers engage with the community, run health education campaigns, and promote wellness programs, while Patient Information Management ensures that patient records are stored securely and are easily accessible across departments, facilitating better care coordination and personalized services.

The end users of healthcare CRM systems include Hospitals, Ambulatory Surgery Centers (ASCs) and Clinics, Diagnostic Centers, and Others. Hospitals leverage CRM solutions to manage complex patient interactions, streamline operations, and improve care coordination across various specialties. CRMs allow hospitals to optimize appointment scheduling, enhance patient engagement, and drive better healthcare outcomes. ASCs and clinics benefit from CRM systems by improving patient flow, managing appointments, and ensuring that patients have a positive, efficient experience. These organizations can use CRM tools to track patient interactions, send reminders for follow-ups, and communicate information about procedures. Diagnostic Centers primarily use CRM for managing patient interactions related to test results, appointments, and medical histories, ensuring seamless communication between patients and healthcare providers. The Others category includes nursing homes, rehabilitation centers, and home healthcare providers, all of which use CRM systems to manage patient relationships, improve communication, and streamline administrative functions. Overall, CRM systems have become integral tools across various healthcare settings, driving improved operational efficiency and enhanced patient care.

Global Healthcare Customer Relationship Management (CRM) Segment Analysis

In this report, the Global Healthcare Customer Relationship Management (CRM) Market has been segmented by Deployment Model, Application, End User, and Geography.

Global Healthcare Customer Relationship Management (CRM) Market, Segmentation by Deployment Model

The Global Healthcare Customer Relationship Management (CRM) Market has been segmented by Deployment Model into On-Premise Model and Web/Cloud-Based Model.

The Global Healthcare Customer Relationship Management (CRM) Market is segmented by deployment model into two key categories: the On-Premise Model and the Web/Cloud-Based Model. The On-Premise Model involves CRM systems that are hosted and maintained within an organization’s own infrastructure, offering greater control over data and customization. This model is preferred by larger healthcare organizations, such as hospitals and pharmaceutical companies, that require robust data security and compliance with regulatory standards like HIPAA. While this option may involve higher upfront costs for infrastructure and maintenance, it provides these organizations with full autonomy and scalability over time.

On the other hand, the Web/Cloud-Based Model has gained significant traction in the healthcare CRM market due to its flexibility, cost-effectiveness, and ease of deployment. Cloud-based CRM systems are hosted on remote servers, with users accessing them through the internet. These solutions are particularly attractive to smaller healthcare providers, outpatient clinics, and healthcare startups, as they eliminate the need for costly on-site infrastructure and offer scalable solutions that can be tailored to the organization’s needs. Moreover, cloud-based CRMs often include automatic updates, real-time data access, and enhanced collaboration capabilities, making them ideal for organizations looking to streamline customer interactions and improve patient engagement remotely. As the healthcare sector increasingly adopts digital transformation, the demand for cloud-based CRM solutions is expected to continue growing rapidly.

Both deployment models offer distinct advantages depending on the size and needs of the healthcare organization. However, the Web/Cloud-Based Model is projected to dominate the market in the coming years due to the increasing adoption of cloud technologies, advancements in data storage solutions, and a rising preference for flexible and cost-efficient systems. This model is particularly beneficial for organizations looking to improve patient engagement, streamline customer service, and enhance communication with stakeholders, all while ensuring data accessibility from various locations. As healthcare organizations continue to prioritize digital tools to improve operational efficiency, the demand for both deployment models is set to grow, with cloud-based CRM solutions leading the charge.

Global Healthcare Customer Relationship Management (CRM) Market, Segmentation by Application

The Global Healthcare Customer Relationship Management (CRM) Market has been segmented by Application into Customer Service and Support, Sales and Marketing, Community Outreach, and Patient Information Management.

The Global Healthcare Customer Relationship Management (CRM) Market is segmented by application into four primary categories: Customer Service and Support, Sales and Marketing, Community Outreach, and Patient Information Management. Each of these applications plays a crucial role in enhancing healthcare services and improving overall organizational efficiency.

Customer Service and Support is one of the most widely utilized applications of CRM in healthcare, as it enables healthcare providers to manage patient inquiries, appointments, and concerns in a streamlined manner. By integrating CRM systems into customer service operations, healthcare organizations can ensure that patient queries are addressed promptly, leading to higher patient satisfaction and improved loyalty. CRM tools also help in managing follow-up care, handling patient feedback, and automating routine customer service tasks, all of which contribute to an overall better patient experience.

In Sales and Marketing, CRM systems are used by healthcare providers to track and manage interactions with potential patients, create targeted marketing campaigns, and analyze consumer behavior. This application is especially important for pharmaceutical companies, medical device manufacturers, and health insurers, enabling them to identify market trends, segment customer bases, and tailor marketing strategies. Community Outreach is another significant application, where CRM helps healthcare organizations engage with their communities, promote health awareness, and run health campaigns effectively. By tracking engagement and analyzing the outcomes of community outreach efforts, healthcare organizations can measure success and fine-tune future initiatives. Finally, Patient Information Management enables healthcare providers to centralize patient data, improve communication, and deliver personalized care. CRM systems allow seamless sharing of patient information across departments, ensuring better decision-making, patient tracking, and management of chronic conditions. As healthcare systems increasingly focus on providing personalized care, the demand for CRM solutions in these applications is expected to rise.

Global Healthcare Customer Relationship Management (CRM) Market, Segmentation by End User

The Global Healthcare Customer Relationship Management (CRM) Market has been segmented by End User into Hospitals, Ambulatory Surgery Centers(ASCS) and Clinics, Diagnostic Centers, and Others.

The Global Healthcare Customer Relationship Management (CRM) Market is segmented by end user into Hospitals, Ambulatory Surgery Centers (ASCs) and Clinics, Diagnostic Centers, and Others. Each of these end users has specific needs and requirements for CRM systems, which are designed to enhance patient care, improve operational efficiency, and streamline communication across various healthcare sectors.

Hospitals are one of the largest adopters of CRM systems, as these institutions require advanced tools for managing patient relationships across numerous departments and specialties. With CRM solutions, hospitals can enhance patient engagement, track patient interactions, and improve care coordination. Hospitals use CRM systems for managing appointments, follow-up care, patient feedback, and ensuring that patients receive personalized and continuous care. Additionally, CRM systems help hospitals manage their marketing campaigns, patient satisfaction surveys, and loyalty programs, thus supporting patient retention and hospital branding.

Ambulatory Surgery Centers (ASCs) and Clinics also benefit greatly from CRM solutions, as they help streamline operations and improve patient care in smaller, outpatient settings. ASCs and clinics often need CRM systems to efficiently manage patient scheduling, billing, and communication, ensuring a smooth patient experience. These centers can use CRM systems to track patient outcomes, manage follow-up appointments, and optimize workflow. Furthermore, CRM helps in patient education, providing reminders about procedures, pre-surgery instructions, and post-procedure care, all of which contribute to better patient outcomes and satisfaction.

Diagnostic Centers utilize CRM systems primarily for managing patient appointments, handling test results, and improving patient communication. CRM tools help diagnostic centers stay organized by tracking patient histories, follow-ups, and providing easy access to test results. For these centers, CRM systems also play a crucial role in ensuring that patients are informed and engaged throughout their diagnostic journey. The Others category includes various other healthcare providers, such as rehabilitation centers, nursing homes, and home care services, which also rely on CRM to manage their patient relationships, improve care delivery, and streamline operations. As the adoption of CRM technology continues to grow, healthcare providers across all segments are leveraging CRM tools to optimize patient engagement and operational efficiency.

Global Healthcare Customer Relationship Management (CRM) Market, Segmentation by Geography

In this report, the Global Healthcare Customer Relationship Management (CRM) Market has been segmented by Geography into five regions; North America, Europe, Asia Pacific, Middle East and Africa, and Latin America.

Global Healthcare Customer Relationship Management (CRM) Market Share (%), by Geographical Region, 2024

North America represents one of the largest and most mature markets for healthcare CRM solutions, driven by robust healthcare infrastructure, technological innovation, and a strong focus on patient-centric care. The region is characterized by a high adoption rate of electronic health records (EHRs) and digital health technologies, creating a conducive environment for the adoption and integration of CRM platforms across healthcare organizations.

Europe is another significant market for healthcare CRM solutions, characterized by diverse healthcare systems and regulatory frameworks across different countries. The region is witnessing increasing investments in digital health initiatives, driven by government initiatives to improve healthcare delivery, enhance patient engagement, and optimize healthcare operations. Healthcare providers in Europe are increasingly adopting CRM solutions to address evolving patient needs, streamline care delivery, and improve care coordination.

The Asia Pacific region presents substantial growth opportunities for healthcare CRM vendors, fueled by rapid economic development, increasing healthcare spending, and a growing focus on healthcare digitization. Countries such as China, India, and Japan are witnessing significant investments in healthcare infrastructure and technology adoption, driving the demand for CRM solutions to support population health management, telemedicine, and patient engagement initiatives.

In the Middle East and Africa (MEA) region, healthcare CRM adoption is influenced by factors such as varying levels of healthcare infrastructure development, regulatory frameworks, and cultural considerations. While some countries in the region are investing in healthcare digitization and modernization efforts, others face challenges related to healthcare access, infrastructure, and funding constraints. Healthcare CRM solutions tailored to the unique needs and challenges of the MEA region are critical for improving patient engagement, care coordination, and population health outcomes.

Latin America represents an emerging market for healthcare CRM solutions, characterized by a diverse healthcare landscape and varying levels of healthcare infrastructure development across countries. Governments and healthcare organizations in the region are increasingly recognizing the importance of patient engagement, preventive care, and digital health technologies in improving healthcare outcomes and reducing costs.

This report provides an in depth analysis of various factors that impact the dynamics of Global Healthcare Customer Relationship Management (CRM) Market. These factors include; Market Drivers, Restraints, and Opportunities Analysis.

Drivers, Restraints and Opportunities Analysis

Drivers:

• Patient-centric care focus
• Digital health tech adoption
• Integrated healthcare demand
• Operational efficiency needs

• Population health management necessity - Population health management necessity serves as a significant driver in the healthcare industry, compelling healthcare organizations to adopt innovative solutions like Customer Relationship Management (CRM) systems. With a growing emphasis on preventive care and proactive health management, population health management has become crucial for addressing the health needs of diverse communities and improving overall health outcomes.

  Healthcare providers are increasingly focusing on population health management strategies to address the complex healthcare needs of large patient populations. By leveraging data analytics and CRM tools, healthcare organizations can gain valuable insights into population health trends, identify at-risk patient groups, and implement targeted interventions to prevent diseases and improve health outcomes.

  Population health management initiatives aim to enhance care coordination and collaboration among healthcare providers, payers, and community organizations. CRM systems play a vital role in facilitating communication and information sharing across different stakeholders, enabling seamless care coordination, referrals, and follow-up care for patients across the care continuum.

Restraints:

• Data privacy concerns
• Integration challenges
• Organizational resistance
• Interoperability issues

• Data reliability doubts - Data reliability doubts present a notable restraint in the adoption and implementation of Customer Relationship Management (CRM) systems within the healthcare sector. As healthcare organizations increasingly rely on CRM platforms to manage patient information and facilitate care coordination, concerns regarding the accuracy, completeness, and reliability of data emerge as significant barriers.

  Healthcare professionals often encounter challenges related to data integrity and quality assurance, leading to doubts about the reliability of information stored within CRM systems. Inaccurate or incomplete data entries, duplication of records, and inconsistent data formats can compromise the overall reliability of the CRM platform, hindering its effectiveness in supporting clinical decision-making and patient care.

  Data reliability doubts may arise due to concerns about the source and validity of patient information captured within CRM systems. Healthcare organizations gather data from multiple sources, including electronic health records (EHRs), laboratory systems, and administrative databases, which can vary in terms of data quality and consistency. As a result, healthcare providers may question the reliability of CRM data and hesitate to fully trust the information for clinical or operational purposes.

Opportunities:

• Mobile health solutions
• Value-based care emphasis
• Patient engagement strategies
• Blockchain data security

• Remote patient monitoring - Remote patient monitoring presents a significant opportunity for healthcare organizations to enhance patient care delivery, improve health outcomes, and optimize resource utilization. As the healthcare landscape evolves towards value-based care and patient-centered models, remote patient monitoring offers numerous benefits and opportunities for healthcare providers, patients, and stakeholders alike.

  One of the primary opportunities associated with remote patient monitoring is the ability to extend care beyond traditional healthcare settings, allowing patients to receive continuous monitoring and support in their own homes or communities. By leveraging wearable devices, mobile health apps, and remote monitoring technology, healthcare providers can remotely track patients' vital signs, symptoms, and adherence to treatment plans in real-time, enabling early detection of health issues and timely intervention when necessary.

  Remote patient monitoring facilitates proactive and personalized care management, enabling healthcare providers to tailor treatment plans and interventions based on individual patient needs and preferences. Through continuous monitoring and data analysis, healthcare teams can identify trends, patterns, and potential risks in patients' health status, allowing for timely adjustments to care plans and interventions to prevent disease progression and complications.

  Remote patient monitoring also offers opportunities for improved patient engagement and empowerment, as patients become active participants in their own care management and decision-making processes. By providing patients with access to their health data, educational resources, and communication tools, remote monitoring solutions empower patients to take ownership of their health, adhere to treatment regimens, and make informed decisions about their care.

Key players in Global Healthcare Customer Relationship Management (CRM) Market include:

• Microsoft
• Cerner Corporation (Oracle)
• IBM
• SAP
• Accenture
• Zoho Corporation
• hc1
• LeadSquared
• Salesforce
• Veeva Systems
• Talisma
• Alvaria
• NICE
• Verint Systems Inc.
• Creatio

In this report, the profile of each market player provides following information:

• Company Overview and Product Portfolio
• Key Developments
• Financial Overview
• Strategies
• Company SWOT Analysis