Global Artificial Intelligence(AI) enabled CRM Market: By Applications (Sales Automation, Marketing Automation, Customer Services & Support, Billing Management, Contact Centre Automation, Workflow Management and Others), By Enterprise (SMEs and Larger Enterprise),and By Regions (Americas, Europe, Asia Pacific and MEA), and By Verticals; Drivers, Opportunities, Restraints, Trends, and Forecast to 2023

  • February, 2018
  • Domain: ICT - Software & Services,digital technologies
Pages: 78
Tables: 35
Charts: 20
Regions/Countries: 4/14
Companies: 8
Enquiry Hours: 10
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Customer Relationship Management (CRM) is a well-known software across various industries. CRM software is widely used for sales lead, customer contact, marketing analysis, and others. Currently, the Artificial Intelligence (AI) technology is playing a significant role in CRM by providing more intelligent services for the enterprises. The need for increasing sales and marketing, need to improve customer experience, productivity & profit, and rising investments have led the demand for AI-based CRM.

Market Analysis:

According to Infoholic Research, the global AI-enabled CRM market is expected to grow at a CAGR of 42.92% during the forecast period 2017–2023. The market is analyzed based on applications, enterprise types, business types, verticals, and regions. Currently, the AI-enabled CRM market is at the initial stage, but is receiving a wider audience and investments form various enterprises. In addition, most of the consumers believe that AI integration on CRM tool improves their customer experience and business decisions as well. But, the lack of skilled resource is one of the major drawbacks impacting the market growth.

Segmentation Analysis:

The application segment covers sales, marketing, customer service & support, billing management, contact center, collaborative & channel management, workflow management, and others. The sales, marketing, customer service & support applications together contribute to more than 35% of the market share followed by contact center and workflow management. A majority of the larger enterprises, such as BFSI, retail, and consumer electronics among others, have already deployed AI-based CRM, but still, a vast number of businesses are yet to implement this software. Thus, the larger enterprises segment spending contribution rate is going to increase rapidly in a couple of years. On the other hand, the SMEs segment is also showing interest in AI-enabled CRM, but the shortage of skilled resource, IT infrastructure, and budget constraints are hampering its market growth.

Verticals Analysis:

The major verticals covered in the report are BFSI, retail & consumer electronics, IT & telecom, manufacturing, healthcare, government, energy & utility, education, media & entertainment, and others. BFSI, IT & telecom, and retail & consumer electronics are considered to be highly capable industries for the adoption of AI-based CRM. Globally, most of the leading bankers, retailers, and telecom industry players have already adopted AI-based CRM in their business units to improve the customer experience and personalized services. Healthcare, education, government, and energy & utility industries are set to be the emerging markets for key stakeholders to capture the revenue opportunities in the next 6–7 years.

Regions Analysis:

The regions covered are the Americas, Europe, Asia Pacific, and Middle East & Africa along with the coverage of leading countries in the region. Currently, the Americas is the leading market followed by Europe as few countries in this region have already implemented AI technology in CRM. In these regions, end-users are ready to invest in advanced technology, have skilled resources, and IT infrastructure is available to support intelligent technologies; these factors are boosting the deployment rate of AI-based CRM tools. Asia Pacific remains as the most attractive destination for key stakeholders as a majority of the enterprises are planning to deploy AI-based CRM tool in the upcoming years. The increasing investment and need for automated technology & improving customer experience are fostering the AI-based CRM market growth in Asia Pacific.

Key Vendors & Competitive Analysis:

The market is witnessing an increasing competition level, especially among giant players, due to growing demand from the enterprises. Microsoft, SAP, Salesforce, and others are spending heavily on AI-enabled CRM, and there is an increasing count of start-ups and SMEs with innovative solutions. Further, partnerships, collaborations, and merger & acquisitions strategy is expected to increase among the value chain players. The major vendors covered in this report include Salesforce, Microsoft Corp., IBM, Oracle, SAP, Conversica Aviso and Others


The report provides an in-depth analysis of the current and future adoption rate of AI-enabled CRM. The report aims to provide an opportunity for key players to understand the latest trends, demands, players initiatives, and technologies related to the market. This report gives the complete details about the regions, country-wise information with respect to consumer behavior, investments, revenue, and key trends. In addition, it helps the venture capitalists in understanding the companies better.

1     Industry Outlook  

1.1        Industry Overview

1.2        Industry Trends

1.3        PEST Analysis

1.4        Porter Five Force Analysis

2     Report Outline  

2.1        Report Scope

2.2        Executive Summary

2.3        Research Methodology

2.4        Report Assumptions

3     Market Characteristics 

3.1        Ecosystem

3.2        Technology Roadmap

3.3        Market Segmentation

3.4        Market Dynamics

3.4.1     Drivers    Improves Sales and Marketing    Need of Improving Customer Experience    Improves Productivity and Profit

3.4.2     Restraints    Shortage of Skilled Resources    Security and Privacy Issues

3.4.3     Opportunities    Focus on Customer Centric Industries    Business Opportunities for Analytics Providers    Focus on Asia Pacific Countries

3.4.4     DRO – Impact Analysis

4     Enterprise Type: Market Size & Analysis 

4.1        Overview

4.1.1     Market Size and Analysis

4.2        Larger Enterprise

4.3        SMEs

5     Applications Type: Market Size & Analysis  

5.1        Overview

5.1.1     Market Size and Analysis

5.2        Sales Automation

5.3        Marketing Automation

5.4        Customer Services and Support

5.5        Billing Management

5.6        Contact Center Automation

5.7        Collaborative and Channel Management

5.8        Workflow Management

6     Regions: Market Size & Analysis 

6.1        Overview

6.1.1     Market Size and Analysis

6.2        Americas

6.2.1     The US

6.2.2     Canada

6.2.3     Mexico

6.2.4     Brazil

6.3        Asia Pacific

6.3.1     India

6.3.2     Japan

6.3.3     China

6.3.4     Others

6.4        Europe

6.4.1     The UK

6.4.2     Germany

6.4.3     France

6.4.4     Poland

6.4.5     Italy

6.4.6     Others

6.5        Middle East & Africa

6.5.1     GCC Countries

6.5.2     Arica

7     Verticals: Market Size & Analysis 

7.1        Overview

7.1.1     Market Size and Analysis

7.2        BFSI

7.3        Retail and Consumer Electronics

7.4        IT & Telecom

7.5        Manufacturing

7.6        Healthcare

7.7        Government

7.8        Energy & Utility

7.9        Education

7.10     Media & Entertainment

8     Vendor Profiles 

8.1        Salesforce

8.1.1     Overview

8.1.2     Business unit

8.1.3     Geographic revenue

8.1.4     Business focus

8.1.5     SWOT analysis

8.1.6     Business strategies

8.1        IBM Corp

8.1.1     Overview

8.1.2     Business unit

8.1.3     Geographic revenue

8.1.4     Business focus

8.1.5     SWOT analysis

8.1.6     Business strategies

8.2        Microsoft Corp

8.2.1     Overview

8.2.2     Business Segments

8.2.3     Geographic Revenue

8.2.4     Business Focus

8.2.5     SWOT Analysis

8.2.6     Business Strategy

8.3        Oracle Corp.

8.3.1     Overview

8.3.2     Business Units

8.3.3     Geographic Revenue

8.3.4     Business Focus

8.3.5     SWOT Analysis

8.3.6     Business Strategies

8.4        SAP AG

8.4.1     Overview

8.4.2     Business Units

8.4.3     Geographic Revenue

8.4.4     Business Focus

8.4.5     SWOT Analysis

8.4.6     Business Strategies

9     Company to Watch for 

9.1        Conversica

9.1.1     Overview

9.1.2     Offerings

9.2 Technologies, Inc

9.2.1     Overview

9.2.2     Offerings

9.3        Cognitive Scale

9.3.1     Overview

9.3.2     Offerings



Research Framework

Infoholic research works on a holistic 360° approach in order to deliver high quality, validated and reliable information in our market reports. The Market estimation and forecasting involves following steps:

  • Data Collation (Primary & Secondary)
  • In-house Estimation (Based on proprietary data bases and Models)
  • Market Triangulation
  • Forecasting

Market related information is congregated from both primary and secondary sources.

Primary sources

involved participants from all global stakeholders such as Solution providers, service providers, Industry associations, thought leaders etc. across levels such as CXOs, VPs and managers. Plus, our in-house industry experts having decades of industry experience contribute their consulting and advisory services.

Secondary sources

include public sources such as regulatory frameworks, government IT spending, government demographic indicators, industry association statistics, and company publications along with paid sources such as Factiva, OneSource, Bloomberg among others.

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