• 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.

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.

On-Premise Model

The on-premise model commands approximately 40% of the global healthcare CRM market, offering healthcare organizations increased control and security over patient data. This deployment model is favored by institutions with stringent regulatory requirements and a focus on data privacy.

Web/Cloud-Based Model

The web/cloud-based model accounts for nearly 60% of the market, driven by its flexibility, cost-efficiency, and ease of integration. This model supports remote access, scalability, and enhanced collaboration, making it ideal for modern healthcare providers.

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.

Customer Service and Support

Customer service and support accounts for approximately 35% of the global healthcare CRM market. This segment enhances patient experiences by enabling efficient communication, service delivery, and personalized care management.

Sales and Marketing

Sales and marketing hold nearly 25% of the market, leveraging CRM solutions to improve lead management, execute targeted marketing campaigns, and optimize patient acquisition and retention strategies.

Community Outreach

Community outreach represents about 20% of the market, supporting healthcare organizations in engaging with local communities through education, wellness initiatives, and proactive health programs.

Patient Information Management

Patient information management makes up around 20% of the market, focusing on secure and efficient data handling. This segment ensures seamless patient information access, facilitating better care coordination and compliance with healthcare regulations.

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.

Hospitals

Hospitals hold nearly 45% of the global healthcare CRM market share, leveraging CRM systems to enhance patient communication, streamline appointment scheduling, and deliver personalized healthcare services efficiently.

Ambulatory Surgery Centers (ASCs) and Clinics

ASCs and clinics make up around 25% of the market. These facilities utilize CRM platforms to manage patient appointments, optimize clinic workflows, and provide personalized care experiences.

Diagnostic Centers

Diagnostic centers contribute approximately 20% of the market, employing CRM systems to streamline data management, appointment bookings, and patient engagement, improving overall service quality.

Others

The “Others” segment represents about 10% of the market, covering specialty care facilities, rehabilitation centers, and home healthcare providers that use CRM tools to enhance operational efficiency and patient engagement.

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

North America

North America dominates the global healthcare CRM market with nearly 40% share, driven by advanced healthcare infrastructure, high digital adoption rates, and robust regulatory compliance supporting patient data management.

Europe

Europe accounts for approximately 25% of the market, benefiting from rising adoption of digital healthcare solutions, favorable government policies, and increasing demand for efficient patient engagement tools.

Asia Pacific

Asia Pacific holds about 20% of the market, supported by growing healthcare investments, expanding digital infrastructure, and government initiatives promoting cloud-based healthcare solutions.

Middle East and Africa

Middle East and Africa contribute nearly 8% of the market, with growth driven by improving healthcare systems, increasing digital health adoption, and rising awareness of CRM benefits in patient care.

Latin America

Latin America represents around 7% of the market, supported by increasing healthcare investments, adoption of modern healthcare IT solutions, and efforts to enhance patient engagement.

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

• Rising demand for personalized patient engagement
• Growing adoption of cloud-based CRM solutions
• Increasing need for efficient data management

• Expansion of digital healthcare services - The rapid growth of digital healthcare services is a major force fueling the Global Healthcare Customer Relationship Management (CRM) Market. As healthcare providers increasingly adopt digital platforms like telemedicine, mobile health apps, and patient portals, there is a rising need for CRM systems that can efficiently manage patient interactions across these channels. These digital services enhance accessibility and convenience, prompting healthcare organizations to invest in advanced CRM solutions that ensure smooth communication and personalized care.

  Patients today expect real-time, seamless engagement with their healthcare providers, which makes capturing and analyzing data from multiple digital touchpoints essential. CRM platforms enable this by offering unified patient profiles, allowing providers to deliver customized communication and coordinate care more effectively. This enhances overall patient satisfaction and builds loyalty in a competitive healthcare environment.

  The shift toward value-based care models further strengthens this trend, as providers use digital tools to support preventive care and chronic disease management. CRM systems integrated with these services facilitate timely outreach, reminders, and follow-ups, leading to improved health outcomes and streamlined operations. Consequently, the rise of digital healthcare services significantly boosts demand for healthcare CRM platforms.

Restraints

• Data privacy and security concerns
• High implementation and maintenance costs
• Lack of skilled CRM professionals

• Integration challenges with existing systems - Integration difficulties with existing healthcare IT infrastructure pose a significant barrier to the widespread adoption of CRM solutions in the Global Healthcare Customer Relationship Management Market. Many healthcare organizations rely on diverse legacy systems, electronic health records (EHRs), billing platforms, and specialized software that often do not seamlessly interface with modern CRM technologies. This fragmentation complicates the flow of information and hinders the creation of a unified patient view, which is critical for effective CRM functionality.

  Such technical challenges result in longer implementation periods and increased costs, as complex data formats and inconsistent standards require custom integration efforts or middleware solutions. The risk of data inaccuracies and inconsistencies rises with these integration hurdles, potentially affecting clinical decisions and patient care quality.

Opportunities

• AI and analytics integration in CRM
• Expansion in emerging healthcare markets
• Growing telehealth and remote care services

• Rising focus on patient experience improvement - The increasing emphasis on enhancing patient experience presents a significant growth opportunity for the Global Healthcare Customer Relationship Management Market. Healthcare providers recognize that delivering exceptional patient experiences is vital for retaining patients, increasing satisfaction, and differentiating themselves in a competitive landscape. CRM platforms empower organizations to implement personalized communication, offer timely support, and develop comprehensive engagement strategies that meet patient expectations.

  By leveraging CRM tools, providers can collect valuable patient feedback, monitor satisfaction levels, and customize care based on individual needs. This patient-centric approach fosters stronger relationships and trust, which are key to better adherence to treatment plans and improved health outcomes.

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
• Market Share Analysis
• Key Developments
• Financial Overview
• Strategies
• Company SWOT Analysis