Healthcare CRM Market is expected to reach US$ 12,947.15 million by 2030

Cloud-Based Segment to Dominate Healthcare CRM Market During 2022–2030

According to our new research study on "Healthcare CRM Market Size and Forecast (2020–2030), Global and Regional Share, Trend, and Growth Opportunity Analysis," the market value is projected to grow from US$ 5,750.95 million in 2022 to US$ 12,947.15 million by 2030. The healthcare CRM market is further anticipated to record a CAGR of 10.7% from 2022 to 2030. Key factors driving the healthcare CRM market growth include the growing emphasis on patient-centered healthcare delivery and increasing demand for data-driven insights, analytics, and population health management.

Healthcare CRM software is primarily associated with hospitals, clinics, and ambulatory surgical centers to schedule and manage appointments, especially in emergency, outpatient, in-patient, and surgical departments. Efficient patient scheduling management remains an urgent issue for most hospitals and clinics. Due to improper medical scheduling, patients experience delays in receiving quality care in public and private healthcare systems. The 2022 survey of Physician Appointment Wait Times and Medicare and Medicaid Acceptance Rates states that there is a waiting period of an average of 26 days to schedule a first-time appointment with a physician, an 8% increase since 2017 when the average wait time was ~24 days. This leads to prolonged wait times, scheduling difficulties, and an imbalance of supply and demand in the public and private healthcare sectors. Healthcare CRM software enables hospitals and clinics to track the arrival and departure of patients and gain real-time updates on co-pays and cancellations. The use of software reduces the no-shows by 30% with appointment reminder calls. It enhances the entire treatment procedure and improves communication with the patient.

Healthcare CRM Market, by Region, 2022 (%)

Source: The Insight Partners Analysis

Furthermore, the US reports a high prevalence of chronic and acute diseases. According to the “Heart Disease and Stroke Statistics - 2023 Update” by the American Heart Association, coronary heart disease (CHD) was a leading cause (41.2%) of deaths associated with CVDs in the US in 2020, followed by stroke (17.3%), other CVDs (16.8%), high blood pressure (12.9%), heart failure (9.2%), and diseases of the arteries (2.6%). As per the US Centers for Disease Control and Prevention (CDC), ~1 in 20 adults in the US aged 20 and above suffer from coronary artery disease. Thus, a high prevalence of CVDs and other chronic diseases propels the demand for medical scheduling and adoption of healthcare CRM in the US. Also, the rapid adoption of healthcare IT in the US is anticipated to drive the healthcare CRM market growth in the future.  

Pegasystems Inc, Sage Group Plc, IQVIA Holdings Inc, VerioMed Corp, Pipedrive Inc, WebMD Ignite Inc, Zendesk Inc, SugarCRM Inc, SAP SE, Veeva Systems Inc, Oracle Corp, ScienceSoft USA Corp, Microsoft Corp, Salesforce Inc, and International Business Machines Corp are among the key companies operating in the healthcare CRM market. The companies have been implementing both organic strategies (such as product launches and product approvals) and inorganic strategies (such as expansions, collaborations, and partnerships) to secure growth in the market. In August 2023, Haemonetics Corp announced that its VASCADE MVP Venous Vascular Closure system was used for the first time in Germany. This marked the first use of VASCADE systems widely across hospitals in the US and European countries.

The report segments the healthcare CRM market as follows:

Based on deployment mode, the healthcare CRM market is bifurcated into cloud-based and on-premise. The cloud-based segment held a larger share of the market in 2022 and is expected to register a higher CAGR in the market from 2022 to 2030.  Cloud-based healthcare CRM solutions are hosted on the vendor's servers and accessed through a web browser. Cloud-based CRM solutions offer unparalleled accessibility, allowing healthcare professionals to access patient data and CRM tools from any location with internet connectivity. This flexibility is particularly valuable for healthcare providers working remotely or across multiple locations.

The healthcare CRM market, by product type, is segmented into analytical CRM, collaborative CRM, and operational CRM. The operational CRM segment held the largest share of the market in 2022 and is anticipated to register the highest CAGR in the market during 2022–2030. Operational CRM focuses on streamlining and automating operational processes such as appointment scheduling, patient registration, billing, and claims processing within healthcare organizations. These solutions help healthcare providers improve efficiency, reduce administrative burden, and enhance the overall patient experience.

By application, the healthcare CRM market is segmented into case management, relationship management, community outreach, case coordination, and others. The relationship management segment held the largest share of the market in 2022 and is expected to register the highest CAGR in the market from 2022 to 2030. Relationship management in the healthcare CRM market focuses on building and maintaining strong relationships with patients, caregivers, and other stakeholders.

In terms of end user, the healthcare CRM market is segmented into providers, payers, and others. The providers segment held the largest share of the market in 2022 and is expected to register the highest CAGR in the market from 2022 to 2030. Providers, including hospitals, clinics, and individual healthcare professionals, require CRM solutions to help them manage patient cases, coordinate care, and build strong relationships with patients.

Geographically, the healthcare CRM market is segmented into North America (the US, Canada, and Mexico), Europe (Germany, France, Italy, the UK, Russia, and the Rest of Europe), Asia Pacific (Australia, China, Japan, India, South Korea, and the Rest of Asia Pacific), Middle East & Africa (South Africa, Saudi Arabia, the UAE, and the Rest of Middle East & Africa), and South & Central America (Brazil, Argentina, and the Rest of South & Central America).

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