[研究报告] 医疗保健CRM市场价值预计将从 2022 年的 57.5095 亿美元增长到 2030 年的 129.4715 亿美元; 2022 年至 2030 年的复合年增长率为 10.7%。
市场洞察和分析师观点:
医疗保健CRM是一种行业特定系统,可帮助医疗服务提供商存储和管理患者信息、改善服务和参与度、改善患者获取策略以及在遵守医疗保健安全标准的同时实现营销和销售运营自动化。推动医疗保健CRM市场增长的关键因素包括越来越重视以患者为中心的医疗保健服务以及对数据驱动的洞察、分析和人口健康管理的需求不断增加。然而,缺乏数据安全性和与患者信息隐私相关的担忧阻碍了医疗保健CRM市场的增长。
增长动力和限制因素:
医疗保健系统中以患者为中心的方法可以在患者、家属和医疗保健从业者之间建立合作伙伴关系,以便根据患者的需求、偏好和要求做出决策。它还包括向患者提供特定的教育和支持,以便患者做出某些决定并参与护理。
增加与所有利益相关者(提供者、患者和其他人)的互动可以降低总体费用。此外,患者对健康、福祉和医疗保健选择的知识和理解的提高可以改善护理并降低疾病水平。这种改进的知识可以促进出院后的护理、医院就诊、减少再入院和二次咨询。通过与患者一起参与决策并合作,医疗服务提供者可以就患者的健康做出更合适的决定。随着越来越多的医院在护理质量和成本方面争夺患者,竞争优势也随之增强。患者生活质量的提高会提高医生和患者的满意度。
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技术创新和软件开发对医疗保健行业革命至关重要。这些技术发展支持医疗和管理服务,极大地增强和简化了医疗保健流程、通信和工作流程。以患者为中心的医疗保健提高了患者的满意度,这对医疗保健提供者和实践有利。因此,医疗保健提供者越来越多地采用以患者为中心的方法,推动了医疗保健CRM市场的增长。
然而,保护存储在CRM门户中的敏感健康数据是医疗保健提供者和护理接受者的主要关注点。由于操作CRM 的最终用户可能会将个人数据出售给第三方,因此患者担心其私人数据的隐私,其中可能包括他们的生物数据。此外,如果这些设备与患者的医疗账单记录相连,风险可能进一步导致财务数据泄露。根据HIPAA杂志,2009 年至 2022 年间,卫生和公共服务部民权办公室共报告了 5,150 起涉及 500 多条记录的医疗保健数据泄露事件。这些泄露事件暴露或非法披露了 382,262,109 条医疗记录。这相当于美国人口的 1.2 倍以上。2022 年,平均每天报告 1.94 起涉及 500 条或更多医疗记录的数据泄露事件。尽管科技公司投入越来越多的资金来增强其产品的安全性,但消费者可能需要一段时间才能完全依赖软件进行与医疗保健相关的活动。因此,与数据安全和隐私相关的问题限制了CRM软件的采用,从而阻碍了市场增长。
趋势:
医疗保健行业越来越倾向于接受数字医疗和移动客户关系管理 (CRM) 解决方案,这正在重塑医疗保健 CRM 的格局,从而推动对创新平台的需求,这些平台可简化患者参与、虚拟医疗服务和移动医疗协调。数字医疗接受度的提高进一步帮助医疗保健行业利用数字渠道、移动技术和增强的患者体验来优化医疗服务和患者满意度。
医疗保健基础设施对数字医疗的接受影响着护理协调工具、安全消息平台和远程护理协调能力的整合,以支持多渠道护理互动、促进临床医生与患者之间的沟通,并加强患者在不同接触点的参与度。此外,移动技术和应用的快速发展、将移动医疗融入现有电子医疗服务的新机遇以及移动蜂窝网络覆盖范围的不断扩大,都是支持移动 CRM 等移动医疗解决方案普及的主要因素。根据国际电信联盟 (ITU) 的估计,2020 年无线用户超过 50 亿,其中 70% 以上生活在中低收入国家。根据 GSM 协会的数据,商业无线传输已覆盖全球约 85% 的人口,远远超出了电网的覆盖范围。无线通信的普及将有助于提高护理质量和患者健康,并通过简单地协助解决远程患者监控和医疗安排等问题,每年节省大量不必要的医疗费用。移动医疗的应用可能会在未来几年扩大。据 Salesforce 称,约 52% 的医院使用三种或更多种联网医疗技术,其中 58% 的医院拥有针对移动设备优化的患者门户。因此,移动医疗解决方案的应用日益增多,全球对数字医疗的接受度不断提高,将增加各种医疗基础设施对医疗 CRM 的需求。
报告细分和范围:
全球医疗保健 CRM 市场根据部署模式、产品类型、应用程序和最终用户进行细分。根据部署模式,市场分为基于云和本地部署。根据产品类型,市场分为运营 CRM、分析 CRM 和协作 CRM。按应用,医疗保健 CRM 市场分为关系管理、案例管理、案例协调、社区拓展和其他。就最终用户而言,医疗保健 CRM 市场分为提供商、付款人和其他。从地理上讲,医疗保健 CRM 市场分为北美(美国、加拿大和墨西哥)、欧洲(德国、法国、意大利、英国、俄罗斯和欧洲其他地区)、亚太地区(澳大利亚、中国、日本、印度、韩国和亚太其他地区)、中东和非洲(南非、沙特阿拉伯、阿联酋和中东和非洲其他地区)以及南美洲和中美洲(巴西、阿根廷和南美洲和中美洲其他地区)。
节段分析:
根据部署模式,医疗保健 CRM 市场分为基于云和本地部署。基于云的部分在 2022 年占据了更大的市场份额,预计在 2022 年至 2030 年期间将在市场上实现更高的复合年增长率。基于云的医疗保健 CRM 解决方案托管在供应商的服务器上,并通过 Web 浏览器访问。基于云的 CRM解决方案提供了无与伦比的可访问性,使医疗保健专业人员可以从任何具有互联网连接的位置访问患者数据和 CRM 工具。这种灵活性对于远程或跨多个地点工作的医疗保健提供者尤其有价值。
按产品类型划分,医疗保健 CRM 市场分为分析型 CRM、协作型 CRM 和运营型 CRM。运营型 CRM 细分市场在 2022 年占据了最大的市场份额,预计在 2022-2030 年期间将实现最高的复合年增长率。运营型 CRM 专注于简化和自动化运营流程,例如医疗保健组织内的预约安排、患者登记、计费和索赔处理。这些解决方案可帮助医疗保健提供商提高效率、减轻管理负担并增强整体患者体验。
根据应用,医疗保健 CRM 市场细分为案例管理、关系管理、社区拓展、案例协调等。关系管理部分在 2022 年占据了最大的市场份额,预计在 2022 年至 2030 年期间将实现最高的复合年增长率。医疗保健 CRM 市场中的关系管理侧重于与患者、护理人员和其他利益相关者建立和维持牢固的关系。
就最终用户而言,医疗保健 CRM 市场分为提供商、付款人和其他。提供商部分在 2022 年占据了最大的市场份额,预计在 2022 年至 2030 年期间将实现市场最高复合年增长率。提供商(包括医院、诊所和个人医疗保健专业人员)需要 CRM 解决方案来帮助他们管理患者病例、协调护理并与患者建立牢固的关系。
区域分析:
从地理上看,医疗保健 CRM 市场分为北美、欧洲、亚太、南美和中美以及中东和非洲。2022 年,北美占据全球医疗保健 CRM 市场的最大份额。预计亚太地区在 2022-2030 年期间的复合年增长率最高。
美国大多数医院和诊所都面临财务和运营压力。医疗保健 CRM 软件主要与医院、诊所和门诊手术中心相关联,用于安排和管理预约,尤其是急诊科,以及门诊、住院和外科部门的低效预约。高效的患者预约管理仍然是大多数医院和诊所面临的紧迫问题。由于医疗安排不当,患者在公立和私立医疗系统中接受优质护理时会遇到延误。2022 年医生预约等待时间和医疗保险和医疗补助接受率调查显示,首次预约医生的平均等待时间为 26 天,比 2017 年的平均等待时间约 24 天增加了 8%。这导致等待时间延长、预约困难以及公立和私立医疗部门的供需失衡。医疗保健 CRM 软件使医院和诊所能够跟踪患者的到达和离开,并获得有关共同支付和取消的实时更新。使用软件后,预约提醒电话可将失约率降低 30%。它增强了整个治疗过程,并改善了与患者的沟通。
此外,美国报告的慢性病和急性病患病率很高。根据美国心脏协会的“心脏病和中风统计 - 2023 年更新”,冠心病 (CHD) 是 2020 年美国与 CVD 相关的死亡的主要原因 (41.2%),其次是中风 (17.3%)、其他 CVD (16.8%)、高血压 (12.9%)、心力衰竭 (9.2%) 和动脉疾病 (2.6%)。根据美国疾病控制和预防中心 (CDC) 的数据,美国 20 岁及以上的成年人中约有 1/20 患有冠状动脉疾病。因此,CVD 和其他慢性病的高患病率推动了美国对医疗安排和采用医疗保健 CRM 的需求。此外,美国医疗保健 IT 的快速采用预计将在未来推动医疗保健 CRM 市场的增长。
医疗保健 CRM 市场区域洞察
Insight Partners 的分析师已详尽解释了预测期内影响医疗保健 CRM 市场的区域趋势和因素。本节还讨论了北美、欧洲、亚太地区、中东和非洲以及南美和中美洲的医疗保健 CRM 市场细分和地理位置。
- 获取医疗保健 CRM 市场的区域特定数据
医疗保健 CRM 市场报告范围
报告属性 | 细节 |
---|---|
2022 年市场规模 | 57.5亿美元 |
2030 年的市场规模 | 129.5亿美元 |
全球复合年增长率(2022 - 2030 年) | 10.7% |
史料 | 2020-2021 |
预测期 | 2023-2030 |
涵盖的领域 | 按部署模式
|
覆盖地区和国家 | 北美
|
市场领导者和主要公司简介 |
|
医疗保健 CRM 市场参与者密度:了解其对业务动态的影响
医疗保健 CRM 市场正在快速增长,这得益于最终用户需求的不断增长,而这些需求又源于消费者偏好的不断变化、技术进步以及对产品优势的认识不断提高等因素。随着需求的增加,企业正在扩大其产品范围,进行创新以满足消费者的需求,并利用新兴趋势,从而进一步推动市场增长。
市场参与者密度是指在特定市场或行业内运营的企业或公司的分布情况。它表明在给定市场空间中,相对于其规模或总市场价值,有多少竞争对手(市场参与者)存在。
在医疗保健 CRM 市场运营的主要公司有:
- Pegasystems 公司
- 赛捷集团
- IQVIA 控股公司
- VerioMed 公司
- Pipedrive 公司
免责声明:上面列出的公司没有按照任何特定顺序排列。
- 获取医疗保健 CRM 市场顶级关键参与者概览
行业发展和未来机遇:
以下列出了全球医疗保健 CRM 市场主要参与者的各种举措:
- 2023 年 8 月,IBM 和 Salesforce 宣布合作,帮助全球各行各业的企业加速采用 AI 实现 CRM。两家公司携手帮助客户彻底改变客户、合作伙伴和员工的体验,同时保护他们的数据。
- 2022 年 4 月,Cured 宣布推出专为医疗保健打造的数字营销和客户关系管理(CRM) 平台的新一代产品,进一步帮助公司实现让护理服务更加全面的使命。这些平台进步使医疗保健组织能够与新客户和现有患者建立无与伦比的关系。
- 2021 年 11 月,Pegasystems Inc 与 Google Cloud 合作,通过更好的数据洞察和个性化改善医疗保健体验。Pega 与 Google Cloud 之间的此次合作将 Google Cloud 的医疗数据引擎和 Pega 的智能医疗解决方案套件的功能结合在一起。
竞争格局和重点公司:
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 和 International Business Machines Corp 是医疗保健 CRM 市场中的知名企业。这些公司专注于新技术、现有产品的改进和地域扩张,以满足全球日益增长的消费者需求并增加其专业产品组合的产品范围。
- Historical Analysis (2 Years), Base Year, Forecast (7 Years) with CAGR
- PEST and SWOT Analysis
- Market Size Value / Volume - Global, Regional, Country
- Industry and Competitive Landscape
- Excel Dataset
Report Coverage
Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends
Segment Covered
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Regional Scope
North America, Europe, Asia Pacific, Middle East & Africa, South & Central America
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Frequently Asked Questions
The healthcare CRM market majorly consists of the players, including 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.
Healthcare CRM is an industry-specific system that assists medical service providers in storing and managing patient information, improving service and engagement, improving patient acquisition strategy, and automating marketing and sales operations all while adhering to healthcare security standards.
The healthcare CRM market is expected to be valued at US$ 12,947.15 million in 2030.
The healthcare CRM market was valued at US$ 5,750.95 million in 2022.
Factors such as growing emphasis on patient-centered healthcare delivery and increasing demand for data-driven insights, analytics, and population health management propel market growth.
Based on the deployment mode, the healthcare CRM market is segmented into cloud-based and on-premise. The cloud based segment held the largest share of the market in 2022 and the same segment is expected to register the highest CAGR in the market from 2022 to 2030.
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 it is anticipated to register the highest CAGR in the market during 2022–2030.
Based on the 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 the same segment is expected to register the highest CAGR in the market from 2022 to 2030.
Based on the 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 the same segment is expected to register the highest CAGR in the market from 2022 to 2030.
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The List of Companies - Healthcare CRM Market
- 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
- International Business Machines Corp
The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.
- Data Collection and Secondary Research:
As a market research and consulting firm operating from a decade, we have published and advised several client across the globe. First step for any study will start with an assessment of currently available data and insights from existing reports. Further, historical and current market information is collected from Investor Presentations, Annual Reports, SEC Filings, etc., and other information related to company’s performance and market positioning are gathered from Paid Databases (Factiva, Hoovers, and Reuters) and various other publications available in public domain.
Several associations trade associates, technical forums, institutes, societies and organization are accessed to gain technical as well as market related insights through their publications such as research papers, blogs and press releases related to the studies are referred to get cues about the market. Further, white papers, journals, magazines, and other news articles published in last 3 years are scrutinized and analyzed to understand the current market trends.
- Primary Research:
The primarily interview analysis comprise of data obtained from industry participants interview and answers to survey questions gathered by in-house primary team.
For primary research, interviews are conducted with industry experts/CEOs/Marketing Managers/VPs/Subject Matter Experts from both demand and supply side to get a 360-degree view of the market. The primary team conducts several interviews based on the complexity of the markets to understand the various market trends and dynamics which makes research more credible and precise.
A typical research interview fulfils the following functions:
- Provides first-hand information on the market size, market trends, growth trends, competitive landscape, and outlook
- Validates and strengthens in-house secondary research findings
- Develops the analysis team’s expertise and market understanding
Primary research involves email interactions and telephone interviews for each market, category, segment, and sub-segment across geographies. The participants who typically take part in such a process include, but are not limited to:
- Industry participants: VPs, business development managers, market intelligence managers and national sales managers
- Outside experts: Valuation experts, research analysts and key opinion leaders specializing in the electronics and semiconductor industry.
Below is the breakup of our primary respondents by company, designation, and region:
Once we receive the confirmation from primary research sources or primary respondents, we finalize the base year market estimation and forecast the data as per the macroeconomic and microeconomic factors assessed during data collection.
- Data Analysis:
Once data is validated through both secondary as well as primary respondents, we finalize the market estimations by hypothesis formulation and factor analysis at regional and country level.
- Macro-Economic Factor Analysis:
We analyse macroeconomic indicators such the gross domestic product (GDP), increase in the demand for goods and services across industries, technological advancement, regional economic growth, governmental policies, the influence of COVID-19, PEST analysis, and other aspects. This analysis aids in setting benchmarks for various nations/regions and approximating market splits. Additionally, the general trend of the aforementioned components aid in determining the market's development possibilities.
- Country Level Data:
Various factors that are especially aligned to the country are taken into account to determine the market size for a certain area and country, including the presence of vendors, such as headquarters and offices, the country's GDP, demand patterns, and industry growth. To comprehend the market dynamics for the nation, a number of growth variables, inhibitors, application areas, and current market trends are researched. The aforementioned elements aid in determining the country's overall market's growth potential.
- Company Profile:
The “Table of Contents” is formulated by listing and analyzing more than 25 - 30 companies operating in the market ecosystem across geographies. However, we profile only 10 companies as a standard practice in our syndicate reports. These 10 companies comprise leading, emerging, and regional players. Nonetheless, our analysis is not restricted to the 10 listed companies, we also analyze other companies present in the market to develop a holistic view and understand the prevailing trends. The “Company Profiles” section in the report covers key facts, business description, products & services, financial information, SWOT analysis, and key developments. The financial information presented is extracted from the annual reports and official documents of the publicly listed companies. Upon collecting the information for the sections of respective companies, we verify them via various primary sources and then compile the data in respective company profiles. The company level information helps us in deriving the base number as well as in forecasting the market size.
- Developing Base Number:
Aggregation of sales statistics (2020-2022) and macro-economic factor, and other secondary and primary research insights are utilized to arrive at base number and related market shares for 2022. The data gaps are identified in this step and relevant market data is analyzed, collected from paid primary interviews or databases. On finalizing the base year market size, forecasts are developed on the basis of macro-economic, industry and market growth factors and company level analysis.
- Data Triangulation and Final Review:
The market findings and base year market size calculations are validated from supply as well as demand side. Demand side validations are based on macro-economic factor analysis and benchmarks for respective regions and countries. In case of supply side validations, revenues of major companies are estimated (in case not available) based on industry benchmark, approximate number of employees, product portfolio, and primary interviews revenues are gathered. Further revenue from target product/service segment is assessed to avoid overshooting of market statistics. In case of heavy deviations between supply and demand side values, all thes steps are repeated to achieve synchronization.
We follow an iterative model, wherein we share our research findings with Subject Matter Experts (SME’s) and Key Opinion Leaders (KOLs) until consensus view of the market is not formulated – this model negates any drastic deviation in the opinions of experts. Only validated and universally acceptable research findings are quoted in our reports.
We have important check points that we use to validate our research findings – which we call – data triangulation, where we validate the information, we generate from secondary sources with primary interviews and then we re-validate with our internal data bases and Subject matter experts. This comprehensive model enables us to deliver high quality, reliable data in shortest possible time.