ヘルスケアCRMの市場規模および予測（2020年～2030年）、世界および地域シェア、動向、成長機会分析レポート対象範囲：展開形態別（クラウドベース、オンプレミス）、製品タイプ別（オペレーションCRM、分析CRM、コラボレーションCRM）、アプリケーション別（リレーションシップマネジメント、ケースマネジメント、ケースコーディネーション、コミュニティ・アウトリーチ、その他）、エンドユーザー別（プロバイダー、ペイヤー、その他）、地域別（北米、欧州、アジア太平洋、中東＆アフリカ、中南米）

Healthcare CRM Market Size and Forecast (2020 - 2030), Global and Regional Share, Trends, and Growth Opportunity Analysis Report Coverage: By Deployment Mode (Cloud Based and On-Premise), Product Type (Operational CRM, Analytical CRM, and Collaborative CRM), Application (Relationship Management, Case Management, Case Coordination, Community Outreach, and Others), End User (Providers, Payers, and Others), and Geography (North America, Europe, Asia Pacific, Middle East & Africa, and South & Central America)

世界のヘルスケアCRM市場は、2022年の57億5,000万米ドルから2030年には129億4,700万米ドルに達すると予測されている。2022年から2030年までの年平均成長率は10.7%と推定される。ヘルスケアCRM市場の成長を促... もっと見る

出版社	出版年月	電子版価格	ページ数	言語
The Insight Partners ザ・インサイトパートナーズ	2023年12月28日	US$5,190 シングルユーザライセンスライセンス・価格情報・注文方法はこちら	255	英語

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世界のヘルスケアCRM市場は、2022年の57億5,000万米ドルから2030年には129億4,700万米ドルに達すると予測されている。2022年から2030年までの年平均成長率は10.7%と推定される。

ヘルスケアCRM市場の成長を促進する主な要因としては、患者中心の医療提供の重視の高まり、データ主導の洞察、分析、集団健康管理に対する需要の高まりなどが挙げられる。しかし、データセキュリティの欠如や患者情報のプライバシーに関する懸念が市場成長の妨げとなっています。

ヘルスケアCRM市場の市場機会

モノのインターネットと人工知能（AI）に関する知識の増加は、有益なヘルスケアCRM市場の成長機会を提供します。2011年から2020年にかけて、かつてないほど多くのデバイスがインターネットに接続され、この傾向は今後数十年間も着実に続くでしょう。モノのインターネット（IoT）の出現は、集団の健康状態を改善するための様々な健康法の開発を推進しました。ヘルスケアにおけるIoTの多くのサービスとアプリケーション-eヘルス、健康分析、モバイルヘルス（mHealth）、アンビエントアシステッドリビング、セマンティックデバイス、ウェアラブルデバイスとスマートフォン、コミュニティベースのヘルスケア-は、いくつかの最近の研究で検討されている。これらのサービスは幅広く情報提供されており、医療専門家が遠隔で患者の経過を追跡・監視したり、慢性疾患の自己管理を改善したり、異常の早期発見を支援したり、症状の特定や臨床診断を迅速化したりするなど、単一の疾患やクラスターの状態管理にわたってさまざまな目的に利用できる。さらに、IoTを活用したアプリは、高品質かつ低コストの医療を提供しながら、医療資源をより有効に活用できる可能性を秘めている。このように、IoTの出現は、プロセスや関係管理を自動化するための医療施設におけるハードウェアやCRMソフトウェアを通じて、患者エンゲージメントを促進する可能性が高い。

さらに、ヘルスケアCRMにAIと機械学習機能を統合することは、患者のリスク層別化、パーソナライズされたケア経路、積極的な患者との対話を強化する機会となり、データ主導の予測的なヘルスケア介入へのトレンドと一致します。Salesforce、Actium、Veeva Systemsなどの企業がAIベースのヘルスケアCRMを発表しています。例えば、セールスフォースは2023年10月、製薬・医療技術機関向けにAIベースのCRMであるライフサイエンスクラウドを発表した。このように、前述の要因は、医療インフラにおけるヘルスケアCRMの需要を促進し、市場の成長を後押しする可能性が高い。

ヘルスケアCRM市場の阻害要因

CRMポータルに保存された機密性の高い医療データの保護は、医療提供者や医療受給者の間で大きな関心事となっています。CRMを運用するエンドユーザが個人データを第三者に販売する可能性があるため、患者は自分の生体データを含む個人データのプライバシーを心配しています。さらに、これらのデバイスが患者の医療費請求記録に接続されている場合、リスクはさらに財務データ漏洩を伴うかもしれない。HIPAA Journalによると、2009年から2022年の間に500件以上の医療データ漏洩が5,150件、HHSの市民権局に報告されている。これらの情報漏えいは、382,262,109件の医療記録を漏えいさせたか、不当に開示したことになる。これは米国の人口の1.2倍以上に相当する。2022年には、毎日平均1.94件の500件以上の医療記録のデータ漏洩が報告されている。テクノロジー企業は提供する製品のセキュリティ強化のためにますます多額の投資を行っているにもかかわらず、消費者はヘルスケア関連の活動を完全にソフトウェアに依存するには時間がかかると思われる。このように、データ・セキュリティとプライバシーに関する問題がCRMソフトウェアの採用を制限し、市場の成長を妨げている。

ヘルスケアCRM市場セグメント別概要

ヘルスケアCRM市場は、導入形態によってクラウドベースとオンプレミスに区分される。クラウドベースのセグメントは2022年に大きな市場シェアを占め、2022年から2030年にかけてより高いCAGRを記録すると予想される。クラウドベースのヘルスケアCRMソリューションは、ベンダーのサーバー上でホストされ、ウェブブラウザを通じてアクセスする。クラウドベースのCRMソリューションは、医療従事者がインターネットに接続できる場所であればどこからでも患者データやCRMツールにアクセスできる、比類のないアクセシビリティを提供します。この柔軟性は、遠隔地や複数の拠点で働く医療従事者にとって特に価値があります。

ヘルスケアCRM市場は、製品タイプ別に分析型CRM、連携型CRM、運用型CRMに区分される。運用型CRMセグメントは2022年に市場で最大のシェアを占め、2022年から2030年の間に市場で最も高いCAGRを記録すると予測されています。オペレーショナルCRMは、医療機関における予約スケジューリング、患者登録、請求、クレーム処理などのオペレーショナルプロセスの合理化と自動化に焦点を当てています。これらのソリューションは、医療提供者の効率改善、管理負担の軽減、患者体験の向上を支援します。

アプリケーション別では、ヘルスケアCRM市場はケースマネジメント、リレーションシップマネジメント、コミュニティアウトリーチ、ケースコーディネーション、その他に区分される。リレーションシップ管理分野は2022年に市場で最大のシェアを占め、2022年から2030年にかけて最も高いCAGRを記録すると予測されています。ヘルスケアCRM市場におけるリレーションシップ・マネジメントは、患者、介護者、その他のステークホルダーとの強固な関係の構築と維持に焦点を当てている。

エンドユーザーの観点から、ヘルスケアCRM市場はプロバイダー、ペイヤー、その他に区分される。プロバイダーセグメントは2022年に市場で最大のシェアを占め、2022年から2030年にかけて市場で最も高いCAGRを記録すると予測されている。病院、診療所、個々の医療従事者を含む医療提供者は、患者ケースの管理、ケアの調整、患者との強固な関係構築を支援する CRM ソリューションを必要としています。

ヘルスケアCRM市場地域別概要

2022年のヘルスケアCRMの世界市場シェアは、北米が最大であった。同地域では米国が最大のヘルスケアCRM市場シェアを占めており、2022年から2030年にかけて最も高いCAGRを記録すると予測されている。米国は2022年から2030年にかけてヘルスケアCRM市場で最大のシェアを占めると推定される。米国の病院やクリニックの大半は、財政的、運営上のストレスを経験しています。ヘルスケアCRMソフトウェアは、主に病院、診療所、外来手術センター、特に救急部門、外来患者、入院患者、手術部門における非効率的なスケジューリングと予約を管理するために関連しています。効率的な患者のスケジューリング管理は、ほとんどの病院や診療所の緊急課題のままです。不適切な医療スケジューリングにより、患者は公的・私的医療システムにおいて質の高い治療を受けるのに遅れを経験している。2022年の「医師の予約待ち時間とメディケアおよびメディケイドの受け入れ率に関する調査」では、医師の初診予約を取るまでの平均待ち時間は26日で、平均待ち時間が〜24日だった2017年から8％増加している。これは、待ち時間の長期化、スケジューリングの困難さ、公的・私的医療分野における需要と供給の不均衡につながります。ヘルスケアCRMソフトウェアは、病院やクリニックが患者の到着と出発を追跡し、自己負担金やキャンセルに関するリアルタイムの最新情報を得ることを可能にします。ソフトウェアを使用することで、予約のリマインダーコールによりノーショーが30%減少します。治療手順全体を強化し、患者とのコミュニケーションを改善します。

さらに、米国では慢性疾患と急性疾患の有病率が高いことが報告されている。米国心臓協会による「心臓病と脳卒中の統計-2023年最新版」によると、2020年の米国におけるCVDに関連した死亡の主な原因（41.2％）は冠動脈性心疾患（CHD）であり、次いで脳卒中（17.3％）、その他のCVD（16.8％）、高血圧（12.9％）、心不全（9.2％）、動脈の疾患（2.6％）となっている。米国疾病予防管理センター（CDC）によると、米国では20歳以上の成人の20人に1人が冠動脈疾患を患っている。このように、CVDや他の慢性疾患の高い有病率は、米国における医療スケジューリングとヘルスケアCRMの採用の需要を推進しています。また、米国における医療ITの急速な導入は、今後のヘルスケアCRM市場の成長を促進すると予想される。

ヘルスケアCRM市場に関するレポート作成時に参照した主な一次および二次情報源としては、World Bank Data、National Health Service (NHS)、FDA (Food and Drug Administration)、EMA (European Medicines Agency)、WHO (World Health Organization)などがあります。

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TABLE OF CONTENTS

1. Introduction
1.1 The Insight Partners Research Report Guidance
1.2 Market Segmentation
2. Executive Summary
2.1 Key Insights
3. Research Methodology
3.1 Coverage
3.2 Secondary Research
3.3 Primary Research
4. Healthcare CRM Market Landscape
4.1 Overview
4.2 PEST Analysis
5. Healthcare CRM Market – Key Industry Dynamics
5.1 Healthcare CRM Market – Key Industry Dynamics
5.2 Market Drivers
5.2.1 Growing Emphasis on Patient-Centered Healthcare Delivery
5.2.2 Increasing Demand for Data-Driven Insights, Analytics, and Population Health Management
5.3 Market Restraints
5.3.1 Lack of Data Security and Concerns Related to Patient Information Privacy
5.4 Market Opportunities
5.4.1 Increasing Knowledge About Internet of Things and Artificial Intelligence
5.5 Future Trends
5.5.1 Increasing Acceptance of Digital Health and Mobile CRM Solutions
5.6 Impact of Drivers and Restraints:
6. Healthcare CRM Market – Global Market Analysis
6.1 Healthcare CRM Market Revenue (US$ Million), 2022 – 2030
6.2 Healthcare CRM Market Forecast and Analysis
7. Healthcare CRM Market Analysis – By Deployment Mode
7.1 Cloud Based
7.1.1 Overview
7.1.2 Cloud Based Market, Revenue and Forecast to 2030 (US$ Million)
7.2 On-premise
7.2.1 Overview
7.2.2 On-premise Market, Revenue and Forecast to 2030 (US$ Million)
8. Healthcare CRM Market Analysis – By Product Type
8.1 Operational CRM
8.1.1 Overview
8.1.2 Operational CRM Market, Revenue and Forecast to 2030 (US$ Million)
8.2 Analytical CRM
8.2.1 Overview
8.2.2 Analytical CRM Market, Revenue and Forecast to 2030 (US$ Million)
8.3 Collaborative CRM
8.3.1 Overview
8.3.2 Collaborative CRM Market, Revenue and Forecast to 2030 (US$ Million)
9. Healthcare CRM Market Analysis – By Application
9.1 Relationship Management
9.1.1 Overview
9.1.2 Relationship Management Market, Revenue and Forecast to 2030 (US$ Million)
9.2 Case Management
9.2.1 Overview
9.2.2 Case Management Market, Revenue and Forecast to 2030 (US$ Million)
9.3 Case Coordination
9.3.1 Overview
9.3.2 Case Coordination Market, Revenue and Forecast to 2030 (US$ Million)
9.4 Community Outreach
9.4.1 Overview
9.4.2 Community Outreach Market, Revenue and Forecast to 2030 (US$ Million)
9.5 Others
9.5.1 Overview
9.5.2 Others Market, Revenue and Forecast to 2030 (US$ Million)
10. Healthcare CRM Market Analysis – By End User
10.1 Providers
10.1.1 Overview
10.1.2 Providers Market, Revenue and Forecast to 2030 (US$ Million)
10.2 Payers
10.2.1 Overview
10.2.2 Payers Market, Revenue and Forecast to 2030 (US$ Million)
10.3 Others
10.3.1 Overview
10.3.2 Others Market, Revenue and Forecast to 2030 (US$ Million)
11. Healthcare CRM Market – Geographical Analysis
11.1 Overview
11.2 North America
11.2.1 North America Healthcare CRM Market Overview
11.2.2 North America Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.2.2.1 North America Healthcare CRM Market Revenue and Forecast and Analysis – By Deployment Mode
11.2.2.2 North America Healthcare CRM Market Revenue and Forecast and Analysis – By Product Type
11.2.2.3 North America Healthcare CRM Market Revenue and Forecast and Analysis – By Application
11.2.2.3.1 North America Healthcare CRM Market Revenue and Forecast and Analysis – By Case Management
11.2.2.3.2 North America Healthcare CRM Market Revenue and Forecast and Analysis – By Community Outreach
11.2.2.3.3 North America Healthcare CRM Market Revenue and Forecast and Analysis – By Case Coordination
11.2.2.4 North America Healthcare CRM Market Revenue and Forecast and Analysis – By End User
11.2.3 North America Healthcare CRM Market Revenue and Forecast and Analysis – By Country
11.2.3.1 United States Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.2.3.1.1 United States Healthcare CRM Market Breakdown by Deployment Mode
11.2.3.1.2 United States Healthcare CRM Market Breakdown by Product Type
11.2.3.1.3 United States Healthcare CRM Market Breakdown by Application
11.2.3.1.3.1 United States Healthcare CRM Market Breakdown by Case Management
11.2.3.1.3.2 United States Healthcare CRM Market Breakdown by Community Outreach
11.2.3.1.3.3 United States Healthcare CRM Market Breakdown by Case Coordination
11.2.3.1.4 United States Healthcare CRM Market Breakdown by End User
11.2.3.2 Canada Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.2.3.2.1 Canada Healthcare CRM Market Breakdown by Deployment Mode
11.2.3.2.2 Canada Healthcare CRM Market Breakdown by Product Type
11.2.3.2.3 Canada Healthcare CRM Market Breakdown by Application
11.2.3.2.3.1 Canada Healthcare CRM Market Breakdown by Case Management
11.2.3.2.3.2 Canada Healthcare CRM Market Breakdown by Community Outreach
11.2.3.2.3.3 Canada Healthcare CRM Market Breakdown by Case Coordination
11.2.3.2.4 Canada Healthcare CRM Market Breakdown by End User
11.2.3.3 Mexico Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.2.3.3.1 Mexico Healthcare CRM Market Breakdown by Deployment Mode
11.2.3.3.2 Mexico Healthcare CRM Market Breakdown by Product Type
11.2.3.3.3 Mexico Healthcare CRM Market Breakdown by Application
11.2.3.3.3.1 Mexico Healthcare CRM Market Breakdown by Case Management
11.2.3.3.3.2 Mexico Healthcare CRM Market Breakdown by Community Outreach
11.2.3.3.3.3 Mexico Healthcare CRM Market Breakdown by Case Coordination
11.2.3.3.4 Mexico Healthcare CRM Market Breakdown by End User
11.3 Europe
11.3.1 Europe Healthcare CRM Market Overview
11.3.2 Europe Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.3.2.1 Europe Healthcare CRM Market Revenue and Forecast and Analysis – By Deployment Mode
11.3.2.2 Europe Healthcare CRM Market Revenue and Forecast and Analysis – By Product Type
11.3.2.3 Europe Healthcare CRM Market Revenue and Forecast and Analysis – By Application
11.3.2.3.1 Europe Healthcare CRM Market Revenue and Forecast and Analysis – By Case Management
11.3.2.3.2 Europe Healthcare CRM Market Revenue and Forecast and Analysis – By Community Outreach
11.3.2.3.3 Europe Healthcare CRM Market Revenue and Forecast and Analysis – By Case Coordination
11.3.2.4 Europe Healthcare CRM Market Revenue and Forecast and Analysis – By End User
11.3.3 Europe Healthcare CRM Market Revenue and Forecast and Analysis – By Country
11.3.3.1 Germany Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.3.3.1.1 Germany Healthcare CRM Market Breakdown by Deployment Mode
11.3.3.1.2 Germany Healthcare CRM Market Breakdown by Product Type
11.3.3.1.3 Germany Healthcare CRM Market Breakdown by Application
11.3.3.1.3.1 Germany Healthcare CRM Market Breakdown by Case Management
11.3.3.1.3.2 Germany Healthcare CRM Market Breakdown by Community Outreach
11.3.3.1.3.3 Germany Healthcare CRM Market Breakdown by Case Coordination
11.3.3.1.4 Germany Healthcare CRM Market Breakdown by End User
11.3.3.2 United Kingdom Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.3.3.2.1 United Kingdom Healthcare CRM Market Breakdown by Deployment Mode
11.3.3.2.2 United Kingdom Healthcare CRM Market Breakdown by Product Type
11.3.3.2.3 United Kingdom Healthcare CRM Market Breakdown by Application
11.3.3.2.3.1 United Kingdom Healthcare CRM Market Breakdown by Case Management
11.3.3.2.3.2 United Kingdom Healthcare CRM Market Breakdown by Community Outreach
11.3.3.2.3.3 United Kingdom Healthcare CRM Market Breakdown by Case Coordination
11.3.3.2.4 United Kingdom Healthcare CRM Market Breakdown by End User
11.3.3.3 France Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.3.3.3.1 France Healthcare CRM Market Breakdown by Deployment Mode
11.3.3.3.2 France Healthcare CRM Market Breakdown by Product Type
11.3.3.3.3 France Healthcare CRM Market Breakdown by Application
11.3.3.3.3.1 France Healthcare CRM Market Breakdown by Case Management
11.3.3.3.3.2 France Healthcare CRM Market Breakdown by Community Outreach
11.3.3.3.3.3 France Healthcare CRM Market Breakdown by Case Coordination
11.3.3.3.4 France Healthcare CRM Market Breakdown by End User
11.3.3.4 Italy Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.3.3.4.1 Italy Healthcare CRM Market Breakdown by Deployment Mode
11.3.3.4.2 Italy Healthcare CRM Market Breakdown by Product Type
11.3.3.4.3 Italy Healthcare CRM Market Breakdown by Application
11.3.3.4.3.1 Italy Healthcare CRM Market Breakdown by Case Management
11.3.3.4.3.2 Italy Healthcare CRM Market Breakdown by Community Outreach
11.3.3.4.3.3 Italy Healthcare CRM Market Breakdown by Case Coordination
11.3.3.4.4 Italy Healthcare CRM Market Breakdown by End User
11.3.3.5 Spain Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.3.3.5.1 Spain Healthcare CRM Market Breakdown by Deployment Mode
11.3.3.5.2 Spain Healthcare CRM Market Breakdown by Product Type
11.3.3.5.3 Spain Healthcare CRM Market Breakdown by Application
11.3.3.5.3.1 Spain Healthcare CRM Market Breakdown by Case Management
11.3.3.5.3.2 Spain Healthcare CRM Market Breakdown by Community Outreach
11.3.3.5.3.3 Spain Healthcare CRM Market Breakdown by Case Coordination
11.3.3.5.4 Spain Healthcare CRM Market Breakdown by End User
11.3.3.6 Rest of Europe Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.3.3.6.1 Rest of Europe Healthcare CRM Market Breakdown by Deployment Mode
11.3.3.6.2 Rest of Europe Healthcare CRM Market Breakdown by Product Type
11.3.3.6.3 Rest of Europe Healthcare CRM Market Breakdown by Application
11.3.3.6.3.1 Rest of Europe Healthcare CRM Market Breakdown by Case Management
11.3.3.6.3.2 Rest of Europe Healthcare CRM Market Breakdown by Community Outreach
11.3.3.6.3.3 Rest of Europe Healthcare CRM Market Breakdown by Case Coordination
11.3.3.6.4 Rest of Europe Healthcare CRM Market Breakdown by End User
11.4 Asia Pacific
11.4.1 Asia Pacific Healthcare CRM Market Overview
11.4.2 Asia Pacific Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.4.2.1 Asia Pacific Healthcare CRM Market Revenue and Forecast and Analysis – By Deployment Mode
11.4.2.2 Asia Pacific Healthcare CRM Market Revenue and Forecast and Analysis – By Product Type
11.4.2.3 Asia Pacific Healthcare CRM Market Revenue and Forecast and Analysis – By Application
11.4.2.3.1 Asia Pacific Healthcare CRM Market Revenue and Forecast and Analysis – By Case Management
11.4.2.3.2 Asia Pacific Healthcare CRM Market Revenue and Forecast and Analysis – By Community Outreach
11.4.2.3.3 Asia Pacific Healthcare CRM Market Revenue and Forecast and Analysis – By Case Coordination
11.4.2.4 Asia Pacific Healthcare CRM Market Revenue and Forecast and Analysis – By End User
11.4.3 Asia Pacific Healthcare CRM Market Revenue and Forecast and Analysis – By Country
11.4.3.1 China Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.4.3.1.1 China Healthcare CRM Market Breakdown by Deployment Mode
11.4.3.1.2 China Healthcare CRM Market Breakdown by Product Type
11.4.3.1.3 China Healthcare CRM Market Breakdown by Application
11.4.3.1.3.1 China Healthcare CRM Market Breakdown by Case Management
11.4.3.1.3.2 China Healthcare CRM Market Breakdown by Community Outreach
11.4.3.1.3.3 China Healthcare CRM Market Breakdown by Case Coordination
11.4.3.1.4 China Healthcare CRM Market Breakdown by End User
11.4.3.2 Japan Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.4.3.2.1 Japan Healthcare CRM Market Breakdown by Deployment Mode
11.4.3.2.2 Japan Healthcare CRM Market Breakdown by Product Type
11.4.3.2.3 Japan Healthcare CRM Market Breakdown by Application
11.4.3.2.3.1 Japan Healthcare CRM Market Breakdown by Case Management
11.4.3.2.3.2 Japan Healthcare CRM Market Breakdown by Community Outreach
11.4.3.2.3.3 Japan Healthcare CRM Market Breakdown by Case Coordination
11.4.3.2.4 Japan Healthcare CRM Market Breakdown by End User
11.4.3.3 India Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.4.3.3.1 India Healthcare CRM Market Breakdown by Deployment Mode
11.4.3.3.2 India Healthcare CRM Market Breakdown by Product Type
11.4.3.3.3 India Healthcare CRM Market Breakdown by Application
11.4.3.3.3.1 India Healthcare CRM Market Breakdown by Case Management
11.4.3.3.3.2 India Healthcare CRM Market Breakdown by Community Outreach
11.4.3.3.3.3 India Healthcare CRM Market Breakdown by Case Coordination
11.4.3.3.4 India Healthcare CRM Market Breakdown by End User
11.4.3.4 Australia Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.4.3.4.1 Australia Healthcare CRM Market Breakdown by Deployment Mode
11.4.3.4.2 Australia Healthcare CRM Market Breakdown by Product Type
11.4.3.4.3 Australia Healthcare CRM Market Breakdown by Application
11.4.3.4.3.1 Australia Healthcare CRM Market Breakdown by Case Management
11.4.3.4.3.2 Australia Healthcare CRM Market Breakdown by Community Outreach
11.4.3.4.3.3 Australia Healthcare CRM Market Breakdown by Case Coordination
11.4.3.4.4 Australia Healthcare CRM Market Breakdown by End User
11.4.3.5 South Korea Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.4.3.5.1 South Korea Healthcare CRM Market Breakdown by Deployment Mode
11.4.3.5.2 South Korea Healthcare CRM Market Breakdown by Product Type
11.4.3.5.3 South Korea Healthcare CRM Market Breakdown by Application
11.4.3.5.3.1 South Korea Healthcare CRM Market Breakdown by Case Management
11.4.3.5.3.2 South Korea Healthcare CRM Market Breakdown by Community Outreach
11.4.3.5.3.3 South Korea Healthcare CRM Market Breakdown by Case Coordination
11.4.3.5.4 South Korea Healthcare CRM Market Breakdown by End User
11.4.3.6 Rest of APAC Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.4.3.6.1 Rest of APAC Healthcare CRM Market Breakdown by Deployment Mode
11.4.3.6.2 Rest of APAC Healthcare CRM Market Breakdown by Product Type
11.4.3.6.3 Rest of APAC Healthcare CRM Market Breakdown by Application
11.4.3.6.3.1 Rest of APAC Healthcare CRM Market Breakdown by Case Management
11.4.3.6.3.2 Rest of APAC Healthcare CRM Market Breakdown by Community Outreach
11.4.3.6.3.3 Rest of APAC Healthcare CRM Market Breakdown by Case Coordination
11.4.3.6.4 Rest of APAC Healthcare CRM Market Breakdown by End User
11.5 Middle East & Africa
11.5.1 Middle East & Africa Healthcare CRM Market Overview
11.5.2 Middle East & Africa Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.5.2.1 Middle East & Africa Healthcare CRM Market Revenue and Forecast and Analysis – By Deployment Mode
11.5.2.2 Middle East & Africa Healthcare CRM Market Revenue and Forecast and Analysis – By Product Type
11.5.2.3 Middle East & Africa Healthcare CRM Market Revenue and Forecast and Analysis – By Application
11.5.2.3.1 Middle East & Africa Healthcare CRM Market Revenue and Forecast and Analysis – By Case Management
11.5.2.3.2 Middle East & Africa Healthcare CRM Market Revenue and Forecast and Analysis – By Community Outreach
11.5.2.3.3 Middle East & Africa Healthcare CRM Market Revenue and Forecast and Analysis – By Case Coordination
11.5.2.4 Middle East & Africa Healthcare CRM Market Revenue and Forecast and Analysis – By End User
11.5.3 Middle East & Africa Healthcare CRM Market Revenue and Forecast and Analysis – By Country
11.5.3.1 Saudi Arabia Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.5.3.1.1 Saudi Arabia Healthcare CRM Market Breakdown by Deployment Mode
11.5.3.1.2 Saudi Arabia Healthcare CRM Market Breakdown by Product Type
11.5.3.1.3 Saudi Arabia Healthcare CRM Market Breakdown by Application
11.5.3.1.3.1 Saudi Arabia Healthcare CRM Market Breakdown by Case Management
11.5.3.1.3.2 Saudi Arabia Healthcare CRM Market Breakdown by Community Outreach
11.5.3.1.3.3 Saudi Arabia Healthcare CRM Market Breakdown by Case Coordination
11.5.3.1.4 Saudi Arabia Healthcare CRM Market Breakdown by End User
11.5.3.2 South Africa Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.5.3.2.1 South Africa Healthcare CRM Market Breakdown by Deployment Mode
11.5.3.2.2 South Africa Healthcare CRM Market Breakdown by Product Type
11.5.3.2.3 South Africa Healthcare CRM Market Breakdown by Application
11.5.3.2.3.1 South Africa Healthcare CRM Market Breakdown by Case Management
11.5.3.2.3.2 South Africa Healthcare CRM Market Breakdown by Community Outreach
11.5.3.2.3.3 South Africa Healthcare CRM Market Breakdown by Case Coordination
11.5.3.2.4 South Africa Healthcare CRM Market Breakdown by End User
11.5.3.3 United Arab Emirates Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.5.3.3.1 United Arab Emirates Healthcare CRM Market Breakdown by Deployment Mode
11.5.3.3.2 United Arab Emirates Healthcare CRM Market Breakdown by Product Type
11.5.3.3.3 United Arab Emirates Healthcare CRM Market Breakdown by Application
11.5.3.3.3.1 United Arab Emirates Healthcare CRM Market Breakdown by Case Management
11.5.3.3.3.2 United Arab Emirates Healthcare CRM Market Breakdown by Community Outreach
11.5.3.3.3.3 United Arab Emirates Healthcare CRM Market Breakdown by Case Coordination
11.5.3.3.4 United Arab Emirates Healthcare CRM Market Breakdown by End User
11.5.3.4 Rest of Middle East & Africa Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.5.3.4.1 Rest of Middle East & Africa Healthcare CRM Market Breakdown by Deployment Mode
11.5.3.4.2 Rest of Middle East & Africa Healthcare CRM Market Breakdown by Product Type
11.5.3.4.3 Rest of Middle East & Africa Healthcare CRM Market Breakdown by Application
11.5.3.4.3.1 Rest of Middle East & Africa Healthcare CRM Market Breakdown by Case Management
11.5.3.4.3.2 Rest of Middle East & Africa Healthcare CRM Market Breakdown by Community Outreach
11.5.3.4.3.3 Rest of Middle East & Africa Healthcare CRM Market Breakdown by Case Coordination
11.5.3.4.4 Rest of Middle East & Africa Healthcare CRM Market Breakdown by End User
11.6 South & Central America
11.6.1 South & Central America Healthcare CRM Market Overview
11.6.2 South & Central America Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.6.2.1 South & Central America Healthcare CRM Market Revenue and Forecast and Analysis – By Deployment Mode
11.6.2.2 South & Central America Healthcare CRM Market Revenue and Forecast and Analysis – By Product Type
11.6.2.3 South & Central America Healthcare CRM Market Revenue and Forecast and Analysis – By Application
11.6.2.3.1 South & Central America Healthcare CRM Market Revenue and Forecast and Analysis – By Case Management
11.6.2.3.2 South & Central America Healthcare CRM Market Revenue and Forecast and Analysis – By Community Outreach
11.6.2.3.3 South & Central America Healthcare CRM Market Revenue and Forecast and Analysis – By Case Coordination
11.6.2.4 South & Central America Healthcare CRM Market Revenue and Forecast and Analysis – By End User
11.6.3 South & Central America Healthcare CRM Market Revenue and Forecast and Analysis – By Country
11.6.3.1 Brazil Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.6.3.1.1 Brazil Healthcare CRM Market Breakdown by Deployment Mode
11.6.3.1.2 Brazil Healthcare CRM Market Breakdown by Product Type
11.6.3.1.3 Brazil Healthcare CRM Market Breakdown by Application
11.6.3.1.3.1 Brazil Healthcare CRM Market Breakdown by Case Management
11.6.3.1.3.2 Brazil Healthcare CRM Market Breakdown by Community Outreach
11.6.3.1.3.3 Brazil Healthcare CRM Market Breakdown by Case Coordination
11.6.3.1.4 Brazil Healthcare CRM Market Breakdown by End User
11.6.3.2 Argentina Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.6.3.2.1 Argentina Healthcare CRM Market Breakdown by Deployment Mode
11.6.3.2.2 Argentina Healthcare CRM Market Breakdown by Product Type
11.6.3.2.3 Argentina Healthcare CRM Market Breakdown by Application
11.6.3.2.3.1 Argentina Healthcare CRM Market Breakdown by Case Management
11.6.3.2.3.2 Argentina Healthcare CRM Market Breakdown by Community Outreach
11.6.3.2.3.3 Argentina Healthcare CRM Market Breakdown by Case Coordination
11.6.3.2.4 Argentina Healthcare CRM Market Breakdown by End User
11.6.3.3 Rest of South & Central America Healthcare CRM Market Revenue and Forecast to 2030 (US$ Mn)
11.6.3.3.1 Rest of South & Central America Healthcare CRM Market Breakdown by Deployment Mode
11.6.3.3.2 Rest of South & Central America Healthcare CRM Market Breakdown by Product Type
11.6.3.3.3 Rest of South & Central America Healthcare CRM Market Breakdown by Application
11.6.3.3.3.1 Rest of South & Central America Healthcare CRM Market Breakdown by Case Management
11.6.3.3.3.2 Rest of South & Central America Healthcare CRM Market Breakdown by Community Outreach
11.6.3.3.3.3 Rest of South & Central America Healthcare CRM Market Breakdown by Case Coordination
11.6.3.3.4 Rest of South & Central America Healthcare CRM Market Breakdown by End User
12. Healthcare CRM Market Industry Landscape
12.1 Overview
13. Company Profiles
13.1 Pegasystems Inc
13.1.1 Key Facts
13.1.2 Business Description
13.1.3 Products and Services
13.1.4 Financial Overview
13.1.5 SWOT Analysis
13.1.6 Key Developments
13.2 Sage Group Plc
13.2.1 Key Facts
13.2.2 Business Description
13.2.3 Products and Services
13.2.4 Financial Overview
13.2.5 SWOT Analysis
13.2.6 Key Developments
13.3 IQVIA Holdings Inc
13.3.1 Key Facts
13.3.2 Business Description
13.3.3 Products and Services
13.3.4 Financial Overview
13.3.5 SWOT Analysis
13.3.6 Key Developments
13.4 VerioMed Corp
13.4.1 Key Facts
13.4.2 Business Description
13.4.3 Products and Services
13.4.4 Financial Overview
13.4.5 SWOT Analysis
13.4.6 Key Developments
13.5 Pipedrive Inc
13.5.1 Key Facts
13.5.2 Business Description
13.5.3 Products and Services
13.5.4 Financial Overview
13.5.5 SWOT Analysis
13.5.6 Key Developments
13.6 WebMD Ignite Inc
13.6.1 Key Facts
13.6.2 Business Description
13.6.3 Products and Services
13.6.4 Financial Overview
13.6.5 SWOT Analysis
13.6.6 Key Developments
13.7 Zendesk Inc
13.7.1 Key Facts
13.7.2 Business Description
13.7.3 Products and Services
13.7.4 Financial Overview
13.7.5 SWOT Analysis
13.7.6 Key Developments
13.8 SugarCRM Inc
13.8.1 Key Facts
13.8.2 Business Description
13.8.3 Products and Services
13.8.4 Financial Overview
13.8.5 SWOT Analysis
13.8.6 Key Developments
13.9 SAP SE
13.9.1 Key Facts
13.9.2 Business Description
13.9.3 Products and Services
13.9.4 Financial Overview
13.9.5 SWOT Analysis
13.9.6 Key Developments
13.10 Veeva Systems Inc
13.10.1 Key Facts
13.10.2 Business Description
13.10.3 Products and Services
13.10.4 Financial Overview
13.10.5 SWOT Analysis
13.10.6 Key Developments
13.11 Oracle Corp
13.11.1 Key Facts
13.11.2 Business Description
13.11.3 Products and Services
13.11.4 Financial Overview
13.11.5 SWOT Analysis
13.11.6 Key Developments
13.12 ScienceSoft USA Corp
13.12.1 Key Facts
13.12.2 Business Description
13.12.3 Products and Services
13.12.4 Financial Overview
13.12.5 SWOT Analysis
13.12.6 Key Developments
13.13 Microsoft Corp
13.13.1 Key Facts
13.13.2 Business Description
13.13.3 Products and Services
13.13.4 Financial Overview
13.13.5 SWOT Analysis
13.13.6 Key Developments
13.14 Salesforce Inc
13.14.1 Key Facts
13.14.2 Business Description
13.14.3 Products and Services
13.14.4 Financial Overview
13.14.5 SWOT Analysis
13.14.6 Key Developments
13.15 International Business Machines Corp
13.15.1 Key Facts
13.15.2 Business Description
13.15.3 Products and Services
13.15.4 Financial Overview
13.15.5 SWOT Analysis
13.15.6 Key Developments
14. Appendix
14.1 About The Insight Partners
14.2 Glossary of Terms

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Table of Contents

Summary

The global healthcare CRM market is expected to reach US$ 12.947 billion in 2030 from US$ 5.750 billion in 2022. The market is estimated to grow with 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. However, the lack of data security and concerns related to patient information privacy hinders the market growth.

Market Opportunities of Healthcare CRM Market

Increasing knowledge about the Internet of Things and artificial intelligence (AI) will provide lucrative healthcare CRM market growth opportunities. From 2011 to 2020, a significantly larger number of devices were connected to the Internet than ever before, and this trend will continue steadily in the coming decades. The emergence of the Internet of Things (IoT) has propelled the development of various health practices to improve population health. Many services and applications of IoT in healthcare—eHealth, health analytics, mobile health (mHealth), ambient assisted living, semantic devices, wearable devices and smartphones, and community-based healthcare—have been examined in several recent studies. These services have been extensively informative and can be used for a variety of purposes across single condition and cluster condition management, including allowing healthcare professionals to track and monitor patient progress remotely, improving self-management of chronic conditions, assisting in the early detection of abnormalities, and accelerating symptom identification and clinical diagnoses. Further, IoT-powered apps have the potential to make better use of healthcare resources while providing high-quality, low-cost medical treatment. Thus, the emergence of the IoT will likely promote patient engagement through hardware and CRM software in healthcare facilities to automate processes and relationship management.

Additionally, integrating AI and machine learning capabilities within healthcare CRM represents an opportunity for enhancing patient risk stratification, personalized care pathways, and proactive patient interaction, aligning with the trend toward data-driven predictive healthcare interventions. Companies such as Salesforce, Actium, and Veeva Systems have launched AI-based healthcare CRMs. For instance, in October 2023, Salesforce announced the launch of Life Sciences Cloud, an AI-based CRM for pharma and medtech organizations to help them speed up drug and device development, enlist and retain patients across the clinical trial journey, and leverage AI to deliver personalized customer experiences. Thus, the mentioned factors will likely propel the demand for healthcare CRM in healthcare infrastructure and boost market growth.

Factors Hampering the Healthcare CRM Market

Protecting sensitive health data stored in CRM portals is a major concern among healthcare providers and care receivers. As the end users operating the CRM may sell personal data to third parties, patients are worried about the privacy of their private data, which may include their biological data. Additionally, if these devices are connected to the medical billing records of the patients, the risk might further entail a financial data breach. According to the HIPAA Journal, 5,150 healthcare data breaches of over 500 records have been reported between 2009 and 2022 to the HHS’ Office for Civil Rights. Those breaches have exposed or impermissibly disclosed 382,262,109 healthcare records. That equates to over 1.2x the population of the US. In 2022, an average of 1.94 data breaches of 500 or more healthcare records were reported daily. Despite technology companies investing increasingly high amounts to enhance the security of their offerings, consumers are likely to take some time to rely completely on software for their healthcare-related activities. Thus, issues related to data security and privacy are limiting the adoption of CRM software, thereby hindering market growth.

Healthcare CRM Market: Segmental Overview

Based on deployment mode, the healthcare CRM market is segmented into cloud-based and on-premise. The cloud-based segment held a larger market share in 2022 and is expected to register a higher CAGR 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, collaborative, 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 claim processing within healthcare organizations. These solutions help healthcare providers improve efficiency, reduce administrative burden, and enhance 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 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 users, 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.

Healthcare CRM Market: Geographical Overview

North America accounted for the largest global healthcare CRM market share in 2022. The US held the largest healthcare CRM market share in the region and is anticipated to register the highest CAGR during 2022-2030. The US is estimated to hold the largest share of the healthcare CRM market from 2022 to 2030. The majority of hospitals and clinics in the US are experiencing financial and operational stress. Healthcare CRM software is primarily associated with hospitals, clinics, and ambulatory surgical centers to schedule and manage appointments, especially in emergency departments, and inefficient scheduling in 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 an average waiting period 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.

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 have 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 future healthcare CRM market growth.

A few of the major primary and secondary sources referred to while preparing the report on the healthcare CRM market are the World Bank Data, National Health Service (NHS), FDA (Food and Drug Administration), EMA (European Medicines Agency), and WHO (World Health Organization).

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Table of Contents

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