South East Asia CRM (Customer Relationship Management Software) Market by Type (On Cloud, On Premise, Hybrid, Others), Application (Manufacturing, BFSI, Retail, Government, Others) and by Country (Indonesia, Philippines, Malaysia, Vietnam, Thailand, Singapore, Rest of South East Asia), Global Trends and Forecast from 2016 to 2027

Published on: Mar 2022
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Market Size	CAGR	Dominating Region
USD 2.6 billion	8.2%	Indonesia

By Type	By Application
On Cloud On Premise Hybrid Others	Manufacturing BFSI Retail Government Processing Industry Others

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South East Asia CRM Market Overview

The South East Asia CRM (customer relationship management software) Market is expected to grow at more than 8.2% CAGR from 2016 to 2027. It is expected to reach above USD 2.6 billion by 2027 from a little above USD 1.1 billion in 2016.

A Customer Relationship Management (CRM) solution represents a sophisticated platform designed to comprehensively store the essential elements required by users to expand, enhance, and sustain customer relationships. The integration of a CRM solution offers substantial growth prospects and operational efficiencies, notably in leveraging customer connections and sales leads.

In recent times, cloud-based solutions have garnered significant attention owing to their myriad advantages, which facilitate operational enhancements and optimal utilization of technology for businesses. Cloud computing, in particular, plays a pivotal role in supporting Small and Medium Enterprises (SMEs) in their expansion endeavors and fosters entrepreneurial endeavors across all tiers. The robust demand for CRM software predominantly stems from its efficacy in capturing precise customer data, with a growing inclination towards cloud-based services, particularly in domestic settings. The cloud CRM market is anticipated to witness renewed vigor, especially in various emerging economies. Organizations are integrating CRM solutions as part of their transition towards customer-centric service models, in tandem with the rapid digital transformation witnessed in developing nations, wherein CRM and allied integrated technologies play a pivotal role in augmenting customer satisfaction levels.

South East Asia CRM (Customer Relationship Management Software) Market | Exactitude Consultancy

Continual trends such as hyper-personalization in customer service, the utilization of Artificial Intelligence (AI) and automation, and the implementation of robust social media customer service strategies, serve as significant catalysts driving market growth. These trends not only facilitate cost reductions and enhanced response times but also elevate customer satisfaction levels, fostering greater adoption of CRM platforms across diverse industries.

The COVID-19 pandemic is poised to exert significant impacts on businesses, leading to diminished profitability, stifled innovation, and constrained cash flows and financial reserves. Nevertheless, the escalating adoption of digital technologies and CRM tools is poised to spearhead the trajectory of digital transformation and optimization across both existing and nascent business ventures. Additionally, CRM tools play a pivotal role in supporting various business functions and processes, encompassing marketing, sales, and customer service, thereby fueling market growth.

South East Asia CRM Market Segment Analysis

On the basis of Type, South East Asia CRM (customer relationship management software) Market can be segmented as on premise, on cloud, hybrid and others. On-premise CRM refers to the hosting of CRM software on the company’s own server. ‘Cloud CRM’ or ‘on demand CRM’ is the inverse phrase. There are several reasons why many businesses prefer selfhosted CRM over cloud-based CRM.

A cloud-based CRM is a CRM system that is hosted in the cloud and allows users to access data from any location (any place & any device with internet access). Cloud-based CRM solutions automate corporate operations that handle the whole customer experience, from lead nurturing through opportunity management and ongoing account maintenance. Best-in-class cloud CRM systems allow users to connect the dots between marketing, sales, and customer care, allowing businesses to manage client contacts efficiently across the full customer lifecycle.

The Hybrid CRM or Hybrid cloud is a combination of both Cloud and on-premise CRM. The hybrid CRM helps an organization to get advantages of cloud CRM and also use existing infrastructure for the CRM function.

On the basis of Application, South East Asia CRM Market can be classified as manufacturing, BFSI, Retail, Government, others. CRM solutions are designed to assist producers in reducing the time necessary to develop a product or service. Manufacturing companies focus on delivering high-quality products on a continuous and efficient basis.

A Customer Relationship Management system in banking (BFSI) assists banks in managing customers and better understanding their needs in order to deliver the correct solutions as fast as possible. CRM has several unique benefits in banking. Every pre-determined action a client performs, from making a deposit at an ATM to seeking information about a specific sort of loan, may be logged in ones CRM. This allows one to acquire deeper insights into their behaviors and personal preferences quickly and easily, which may help one connect specific goods to their financial goals.

It is very important to use efficient CRM systems in retail industry. A customer relationship management system may collect and store valuable customer information about client base. Government and common public do not share the exact relationship of seller and buyer. There are many different relationships CRM can manage for government. Automation is the most efficient approach to increase efficiency and get the work done faster.

Processing industry is one of the important industries in others. Other industries are telecommunication, answering industries for manufacturing and so on.

South East Asia CRM Market Key Players

Customer Relationship Management applications include email automation, sales force automation, marketing automation, and customer care and support management. Salesforce, HubSpot, Dynamics 365, SAP, Oracle, and others are key players in the CRM market.

Some of the newly accessible CRM apps via Cloud delivery include Social Media Management, Customer Experience Management, Activity and Participant Management.

As Salesforce seeks to expand through price increases, an expanded ecosystem, and a return to its SFA origins, tectonic developments are causing a schism among major suppliers in the customer service and marketing automation categories, as reorganization darken prospects.

Who Should Buy? Or Key stakeholders

Investors
Environment, Health and Safety Professionals
Government Authorities
Retail Industries
Research and Regulatory Authorities
Others

South East Asia CRM Market Regional Analysis

The industrialization in Southeast Asia has been witnessing significant growth from last three decades and individual countries across the region are implementing efficient industrialization policies from time to time to witness the same. Manufacturing, communications, media and services, banking and securities are the dominant sectors within the region’s trade. Geographically, South East Asia CRM Market is segmented into countries such as:

Indonesia
Philippines
Malaysia
Vietnam
Thailand
Singapore
Rest of South East Asia

Key Market Segments: South East Asia CRM Market

South East Asia CRM Market By Type, 2016-2027, (IN USD Million)

On Cloud
On Premise
Hybrid
Others

South East Asia CRM Market By Application, 2016-2027, (IN USD Million)

Manufacturing
BFSI
Retail
Government
Processing Industry
Others

South East Asia CRM Market By Country, 2016-2027, (IN USD Million)

Indonesia
Philippines
Malaysia
Vietnam
Thailand
Singapore
Rest Of South East Asia

Important countries in South East Asia are covered.

Objectives of the Study

To provide an overall view of the South East Asia CRM (customer relationship management software)
To detail out key pointers such as growth, market size, trends, drivers, restraints, challenges and opportunities in quantitative and qualitative terms
To provide a holistic view of South East Asia CRM market players and their activities to get an understanding of key growth strategies adopted

Key Question Answered

What is the current market size of this high growth market?
What is the overall growth rate?
What are the key growth areas, applications, end uses and types?
Key reasons for growth of South East Asia CRM Market
Challenges for growth
Who are the important market players in market?
What are the key strategies of these players?
What technological developments are happening in CRM software?

INTRODUCTION
1. INTRODUCTION OF CRM
2. OBJECTIVES OF THE STUDY
3. CRM MARKET SCOPE AND MARKET SIZE ESTIMATION
  1. MARKET SIZE ESTIMATION
    1. Market Size Estimation
    2. Research Timelines
  2. MARKET CONCENTRATION RATIO
  3. SOUTH EAST ASIA CRM VALUE AND GROWTH RATE FROM 2016- 2027
4. MARKET DYNAMICS
  1. DRIVERS
    1. Software Accessibility
    2. Demand for accountable solutions and the rapid
    3. consumerization of CRM
  2. CHALLENGES
    1. Low adoption among salespeople
    2. Time and Cost of CRM Implementation
  3. OPPORTUNITIES
    1. New Product Innovations to Lead the Demand in Future
    2. Growing Application in Various Industries

INDUSTRY CHAIN ANALYSIS
1. MAJOR PLAYERS OF CRM
  1. BUSINESS DISTRIBUTION REGIONS OF CRM IN 2020
2. CRM BUSINESS COST STRUCTURE ANALYSIS
3. VALUE CHAIN STATUS UNDER COVID 19
SOUTH EAST ASIA CRM MARKET BY TYPE AND APPLICATION
1. SOUTH EAST ASIA CRM MARKET ANALYSIS AND FORECAST CRM MARKET VALUE FORECAST BY TYPE (2021-2027)
  1. CLOUD
  2. ON PREMISE
  3. HYBRID
2. SOUTH EAST ASIA CRM MARKET ANALYSIS AND FORECAST CRM MARKET VALUE FORECAST BY APPLICATION (2021-2027)
  1. MANUFACTURING
  2. BFSI
  3. RETAIL
  4. GOVERNMENT
  5. OTHERS

CRM MARKET ANALYSIS AND FORECAST BY REGION
1. SOUTH EAST ASIA CRM MARKET
2. INDONESIA
3. PHILLIPINES
4. MALAYSIA
5. VIETNAM
6. THAILAND
7. SINGAPORE
8. REST OF SEA
KEY PLAYERS ANALYSIS
1. COM INC.
  1. COMPANY OVERVIEW
  2. CRM SERVICE INTRODUCTION
  3. COM INC. REVENUE, GROSS AND GROSS MARGIN 2017-2019
2. MICROSOFT DYNAMICS
  - COMPANY OVERVIEW
  - CRM SERVICE INTRODUCTION
3. ORACLE SIEBEL
  1. COMPANY OVERVIEW
  2. CRM SERVICE INTRODUCTION
4. SAP SE
  1. COMPANY OVERVIEW
  2. CRM SERVICE INTRODUCTION
  3. SAP SE REVENUE, GROSS AND GROSS MARGIN 2017-2019
5. HUBSPOT ASIA PTE. LTD
  1. COMPANY OVERVIEW
  2. CRM SERVICE INTRODUCTION
  3. HUBSPOT ASIA PTE. LTD. REVENUE, GROSS AND GROSS MARGIN 2017-2019
6. IBM CORPORATION
  1. COMPANY OVERVIEW
  2. CRM SERVICE INTRODUCTION
  3. IBM REVENUE, GROSS AND GROSS MARGIN 2017-2019
7. ZOHO CORPORATION
  1. COMPANY OVERVIEW
  2. CRM SERVICE INTRODUCTION
  3. ZOHO CORPORATION REVENUE, GROSS AND GROSS MARGIN 2017-2019
8. PIPEDRIVE
  1. COMPANY OVERVIEW
  2. CRM SERVICE INTRODUCTION
  3. PIPEDRIVE REVENUE, GROSS AND GROSS MARGIN 2017-2019
9. INFUSIONSOFT (KEAP)
  1. COMPANY OVERVIEW
  2. CRM SERVICE INTRODUCTION
  3. INFUSIONSOFT REVENUE, GROSS AND GROSS MARGIN 2017-2019
10. SUGAR CRM
  1. COMPANY OVERVIEW
  2. CRM SERVICE INTRODUCTION
  3. SUGAR CRM REVENUE, GROSS AND GROSS MARGIN 2017-2019
11. VTIGER
  1. COMPANY OVERVIEW
  2. CRM SERVICE INTRODUCTION
  3. VTIGER REVENUE, GROSS AND GROSS MARGIN 2017-2019
12. FRESHSALES (FRESHWORKS CRM)
  1. COMPANY OVERVIEW
  2. CRM SERVICE INTRODUCTION
  3. FRESHSALES REVENUE, GROSS AND GROSS MARGIN 2017-2019

LIST OF TABLES

TABLE 1 SOUTH EAST ASIA CRM MARKET, BY TYPE, 2016-2027, USD MILLION

TABLE 2 SOUTH EAST ASIA CRM MARKET, BY APPLICATION, 20168-2027, USD MILLION

TABLE 3 SOUTH EAST ASIA CRM MARKET, BY REGION, 2016-2027, USD MILLION

TABLE 4 INDONESIA CRM MARKET, BY, 2016-2027, USD MILLION

TABLE 5 INDONESIA CRM MARKET BY END USER, 2016-2027, USD MILLION

TABLE 6 PHILLIPPINES CRM MARKET, BY, 2016-2027, USD MILLION

TABLE 7 PHILLIPPINES CRM MARKET BY END USER, 2016-2027, USD MILLION

TABLE 8 MALAYSIA CRM MARKET, BY, 2016-2027, USD MILLION

TABLE 9 MALAYSIA CRM MARKET BY END USER, 2016-2027, USD MILLION

TABLE 10 VIETNAM CRM MARKET, BY, 2016-2027, USD MILLION

TABLE 11 VIETNAM CRM MARKET BY END USER, 2016-2027, USD MILLION

TABLE 12 THAILAND CRM MARKET, BY, 2016-2027, USD MILLION

TABLE 13 THAILAND CRM MARKET BY END USER, 2016-2027, USD MILLION

TABLE 14 SINGAPORE CRM MARKET, BY, 2016-2027, USD MILLION

TABLE 15 SINGAPORE CRM MARKET BY END USER, 2016-2027, USD MILLION

TABLE 16 REST OF SEA CRM MARKET, BY, 2016-2027, USD MILLION

TABLE 17 REST OF SEA CRM MARKET BY END USER, 2016-2027, USD MILLION

TABLE 18 PRODUCTS AND SERVICES OFFERED

TABLE 19 KEY FINANCIALS SALESFORCE

TABLE 20 PRODUCTS AND SERVICES OFFERED

TABLE 21 PRODUCTS AND SERVICES OFFERED

TABLE 22 PRODUCTS AND SERVICES OFFERED

TABLE 23 SAP SE: KEY FINANCIALS

TABLE 24 PRODUCTS AND SERVICES OFFERED

TABLE 25 HUBSPOT ASIA PTE. LTD.: KEY FINANCIALS

TABLE 26 PRODUCTS AND SERVICES OFFERED

TABLE 27 IBM: KEY FINANCIALS

TABLE 28 PRODUCTS AND SERVICES OFFERED

TABLE 29 ZOHO: KEY FINANCIALS

TABLE 30 PRODUCTS AND SERVICES OFFERED

TABLE 31 PIPEDRIVE: KEY FINANCIALS

TABLE 32 PRODUCTS AND SERVICES OFFERED

TABLE 33 INFUSIONSOFT: KEY FINANCIALS

TABLE 34 PRODUCTS AND SERVICES OFFERED

TABLE 35 SUGAR CRM: KEY FINANCIALS

TABLE 36 PRODUCTS AND SERVICES OFFERED

TABLE 37 VTIGER: KEY FINANCIALS

TABLE 38 PRODUCTS AND SERVICES OFFERED

TABLE 39 FRESHSALES: KEY FINANCIALS

LIST OF FIGURES

FIGURE 1 SOUTH-EAST ASIA CRM: MARKET SEGMENTATION

FIGURE 2 RESEARCH TIMELINES

FIGURE 3 SOUTH-EAST ASIA CRM: MARKET CONCENTRATION

FIGURE 4 SOUTH-EAST ASIA CRM: VALUE AND GROWTH RATE FROM 2016- 2027

FIGURE 5 GLOBAL CRM MARKET, 2019

FIGURE 6 CRM MARKET DISTRIBUTION IN COUNTRIES, 2020

FIGURE 7 CRM SOFTWARE COST STRUCTURE ANALYSIS, 2020

FIGURE 8 CRM SOFTWARE VALUE CHAIN ANALYSIS

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