헬스케어용 CRM의 세계시장 예측 : 컴포넌트별, 설치 방식별, 사용처별, 기능별

■ 영문 제목 : Healthcare CRM Market by Component (Software, Service), Delivery (On premise, Cloud, Public, Private, Hybrid), End user (Hospital, ASC, Payers, Life Science), Functionality (CSS, Marketing, Sales, Digital Marketing, AI, Analytics) – Global Forecast to 2023

MarketsandMarkets가 발행한 조사보고서이며, 코드는 HIT 6744 입니다.■ 상품코드 : HIT 6744
■ 조사/발행회사 : MarketsandMarkets
■ 발행일 : 2018年11月15日
■ 페이지수 : 122
■ 작성언어 : 영어
■ 보고서 형태 : PDF
■ 납품 방식 : E메일
■ 조사대상 지역 : 글로벌
■ 산업 분야 : 의료 IT
■ 판매가격 / 옵션 (부가세별도)
Single User (1명 열람용)USD5,650 ⇒환산₩6,610,500견적의뢰/주문/질문
Five User (5명 열람용)USD6,650 ⇒환산₩7,780,500견적의뢰/주문/질문
Corporate License (동일 법인내 공유가능)USD8,150 ⇒환산₩9,535,500견적의뢰/구입/질문
가격옵션 설명
- 지불하실 금액은 상기 원화금액에 부가세(10%)를 더한 금액입니다.
- 납기는 즉일~2일소요됩니다. 3일이상 소요되는 경우는 별도표기 또는 연락드립니다.
- 지불방법은 계좌이체/무통장입금 또는 카드결제이며, 납품후 5일이내에 청구서를 발행/송부합니다.
본 조사보고서는 헬스케어용 CRM의 세계시장에 대해서 조사분석한 자료로서, 헬스케어용 CRM의 세계시장규모, 시장동향, 산업동향, 시장환경 분석, 세그멘트별 분석, 지역별 분석 (미국, 유럽, 아시아등), 경쟁기업 정보등이 포함되어 있습니다.
■ 보고서 개요

“The benefits offered by CRM and growing focus on patient engagement are expected to drive the overall growth of the healthcare CRM market”The healthcare CRM market is estimated to reach USD 17.4 billion by 2023 from USD 8.8 billion in 2018, at a CAGR of 14.6% during the forecast period. CRM is a customer-focused business strategy designed to optimize profitability and customer satisfaction. CRM offers a wide range of benefits to its users, which drives the growth of the healthcare CRM market. Increased focus on patient engagement also contributes to the growth of the market. However, factors such as the high cost of CRM, issues related to patient data security, and complexities in the CRM implementation process restrain the growth of the healthcare CRM market.

‘’Healthcare CRM services to grow at the highest CAGR during the forecast period’’
On the basis of component, the healthcare CRM market is segmented into software and services. The services segment is expected to dominate the healthcare CRM market in 2018. Services form a large component of the healthcare CRM market primarily due to the indispensable role of service providers when it comes to the use of CRM solutions for healthcare. The recurring need for services such as software upgrades and maintenance is the key factor supporting the growth of this segment.

‘’Customer service and support to account for the largest market during the forecast period’’
On the basis of functionality, the healthcare CRM market is segmented into customer service and support, marketing, sales, and digital marketing functionalities. CSS applications are front-office systems with back-end links to support a customer-centric environment. A growing focus on patient engagement, rising pressure on healthcare organizations to reduce costs, and the importance of ensuring customer satisfaction are major factors responsible for the large share of this segment in the healthcare CRM market.

“North America to dominate the market during the forecast period”
The healthcare CRM market is segmented into North America, Europe, Asia, and the Rest of the World (RoW). North America, segmented into the US and Canada, is estimated to hold the largest share of this market in 2018. However, healthcare reforms in North American countries, market saturation due to high competition, and decreasing hospital budgets are likely to hinder market growth. On the other hand, the Asian market is expected to show high growth during the forecast period. Market growth is mainly due to rising patient awareness, improvement of healthcare systems, growing medical tourism in Asian countries, and favorable government initiatives, among other factors.

The primary interviews conducted for this report can be categorized as follows:
• By Company Type: Tier 1 (44%), Tier 2 (36%), and Tier 3 (20%)
• By Designation: C-level (22%), D-level (28%), and Others (50%)
• By Region: North America (48%), Europe (21%), Asia (26%), and RoW (5%)

List of Companies Profiled in the Report
Salesforce.com, Inc. (US)
• SAP SE (Germany)
• Oracle (US)
• Microsoft (US)
• IBM (US)
• Influence Health (US)
• SugarCRM (US)
• Accenture (Ireland)
• Healthgrades (US)
• Infor, Inc. (US)

Research Coverage:
The report provides a picture of the global healthcare CRM market. It aims at estimating the market size and future growth potential of this market across different segments, which include components, deployment modes, functionalities, end users, and regions. The report also includes an in-depth competitive analysis of the key players in the market along with their company profiles, recent developments, and key market strategies.

Key Benefits of Buying the Report:
The report will help leaders/new entrants in this market by providing them the closest approximations of revenue numbers for the overall healthcare CRM market and its subsegments. This report will help stakeholders to better understand the competitor landscape and gain more insights in order to better position their businesses and make suitable go-to-market strategies. The report also helps stakeholders understand the pulse of the market and provides them with information on the key market drivers, restraints, challenges, and opportunities.

■ 보고서 목차

TABLE OF CONTENTS

1 INTRODUCTION 15
1.1 OBJECTIVES OF THE STUDY 15
1.2 MARKET DEFINITION 15
1.3 MARKET SCOPE 16
1.3.1 MARKETS COVERED 16
1.3.2 YEARS CONSIDERED FOR THE STUDY 17
1.4 CURRENCY 17
1.5 LIMITATIONS 17
1.6 STAKEHOLDERS 18
2 RESEARCH METHODOLOGY 19
2.1 RESEARCH DATA 19
2.1.1 SECONDARY DATA 20
2.1.1.1 Key data from secondary sources 20
2.1.2 PRIMARY DATA 21
2.1.2.1 Key data from primary sources 22
2.1.2.2 Key industry insights 23
2.2 MARKET SIZE ESTIMATION 24
2.3 MARKET BREAKDOWN AND DATA TRIANGULATION 26
2.4 ASSUMPTIONS FOR THE STUDY 27
3 EXECUTIVE SUMMARY 28
4 PREMIUM INSIGHTS 32
4.1 HEALTHCARE CRM: MARKET OVERVIEW 32
4.2 HEALTHCARE CRM MARKET, BY COMPONENT (2018–2023) 33
4.3 HEALTHCARE CRM MARKET, BY DELIVERY MODEL, 2018 VS. 2023 (USD BILLION) 33
4.4 HEALTHCARE CRM MARKET, BY FUNCTIONALITY 34
4.5 HEALTHCARE CRM MARKET, BY END USER, 2018 VS. 2023 (USD BILLION) 35
4.6 HEALTHCARE CRM MARKET: GEOGRAPHIC GROWTH OPPORTUNITIES 36
5 MARKET OVERVIEW 37
5.1.1 DRIVERS 38
5.1.1.1 Benefits of CRM software 38
5.1.1.2 Growing focus on patient engagement 38
5.1.2 RESTRAINTS 38
5.1.2.1 Concerns regarding data security 38
5.1.2.2 High cost and complexity of CRM implementation 39

5.1.3 OPPORTUNITIES 39
5.1.3.1 AI-powered CRM 39
5.1.3.2 Predictive analytics in CRM 39
5.1.4 CHALLENGES 40
5.1.4.1 Integration challenges 40
6 HEALTHCARE CRM MARKET, BY COMPONENT 41
6.1 INTRODUCTION 42
6.2 SERVICES 43
6.2.1 SERVICES TO ACCOUNT FOR THE LARGER SHARE OF THE HEALTHCARE CRM MARKET IN 2018 43
6.3 SOFTWARE 44
6.3.1 ONGOING RESEARCH & LAUNCH OF ADVANCED CRM SOLUTIONS POWERED WITH ANALYTICS AND ARTIFICIAL INTELLIGENCE TO DRIVE MARKET GROWTH 44
7 HEALTHCARE CRM MARKET, BY DEPLOYMENT MODEL 46
7.1 INTRODUCTION 47
7.2 ON-PREMISE MODEL 48
7.2.1 GREATER CONTROL OVER DATA AND COST BENEFITS OFFERED
BY ON-PREMISE SOLUTIONS TO DRIVE THE GROWTH OF THIS SEGMENT 48
7.3 WEB/CLOUD-BASED MODEL 49
7.3.1 PUBLIC CLOUD 50
7.3.1.1 Affordability, scalability and flexibility of this model to enhance
the growth of this segment 50
7.3.2 PRIVATE CLOUD 51
7.3.2.1 Growing concerns over data security likely to boost the growth of
this segment 51
7.3.3 HYBRID CLOUD 52
7.3.3.1 Greater control, reduced risk and cost-efficiency to drive the growth of this segment 52
8 HEALTHCARE CRM MARKET, BY FUNCTIONALITY 53
8.1 INTRODUCTION 54
8.2 CUSTOMER SERVICE AND SUPPORT 55
8.2.1 GROWING PRESSURE TO ENSURE PATIENT ENGAGEMENT AND RETENTION WILL CONTRIBUTE TO MARKET GROWTH IN THIS SEGMENT 55
8.3 MARKETING 57
8.3.1 BENEFITS OF TECHNOLOGY-ENABLED MARKETING TO ENHANCE
THE ADOPTION OF THIS FUNCTIONALITY 57
8.4 SALES 58
8.4.1 OPPORTUNITY MANAGEMENT SYSTEMS WILL ENSURE STREAMLINING OF SALES PROCESSES 58
8.5 DIGITAL MARKETING 59
8.5.1 DIGITAL MARKETING WILL PROVIDE DATA-BACKED INSIGHTS TO FORM FUTURE ENGAGEMENT STRATEGIES 59
8.6 OTHER FUNCTIONALITIES 61
8.6.1 AI-POWERED CRM WILL HAVE THE POTENTIAL TO PREDICT CUSTOMER NEEDS 61
9 HEALTHCARE CRM MARKET, BY END USER 63
9.1 INTRODUCTION 64
9.2 HEALTHCARE PROVIDERS 65
9.2.1 HOSPITALS 66
9.2.1.1 Growing patient burden and increasing focus on patient engagement to drive the growth of this segment 66
9.2.2 AMBULATORY SURGERY CENTERS(ASCS) AND CLINICS 67
9.2.2.1 Rising need to improve care delivery and streamline business functions to drive the market for this segment 67
9.2.3 DIAGNOSTIC CENTERS 68
9.2.3.1 The growing burden of patients owing to the increasing awareness of patients for early diagnosis is a major factor driving the growth of this segment 68
9.3 LIFE SCIENCES INDUSTRY 68
9.3.1 CRM SOLUTIONS WILL BE MAINLY USED TO STREAMLINE CSS, SALES,
AND MARKETING PROCESSES 68
9.4 HEALTHCARE PAYERS 70
9.4.1 GROWING NEED FOR EFFICIENT CUSTOMER MANAGEMENT TO DRIVE DEMAND FOR CRM SOLUTIONS IN THE HEALTHCARE PAYERS SEGMENT 70
10 HEALTHCARE CRM MARKET, BY REGION 72
10.1 INTRODUCTION 73
10.2 NORTH AMERICA 75
10.2.1 US 78
10.2.1.1 The shift toward value-based care will boost the adoption of healthcare CRM in the US 78
10.2.2 CANADA 80
10.2.2.1 Growing focus on improving the quality of healthcare in the country will support market growth 80
10.3 EUROPE 82
10.3.1 GOVERNMENT INITIATIVES FOR EHEALTH TECHNOLOGIES TO DRIVE
THE GROWTH OF THIS SEGMENT 82
10.4 ASIA 85
10.4.1 RISING PATIENT AWARENESS, IMPROVING HEALTHCARE SYSTEMS AND GROWING MEDICAL TOURISM TO BOOST THE GROWTH OF THIS SEGMENT 85
10.5 REST OF THE WORLD 88

11 COMPETITIVE LANDSCAPE 91
11.1 OVERVIEW 91
11.2 MARKET SHARE ANALYSIS 92
11.3 COMPETITIVE SCENARIO 94
11.3.1 PARTNERSHIPS AND AGREEMENTS (2015–2018) 94
11.3.2 PRODUCT LAUNCHES (2015–2018) 94
11.3.3 ACQUISITIONS (2015–2018) 95
11.3.4 EXPANSIONS (2015–2018) 95
12 COMPANY PROFILES 96
12.1 SALEFORCE.COM, INC. 96
(Business overview, Products and Services offered, Recent developments, MNM view)*
12.2 ORACLE 98
12.3 MICROSOFT 100
12.4 IBM 102
12.5 SAP SE 105
12.6 INFLUENCE HEALTH, INC. 107
12.7 SUGARCRM 108
12.8 ACCENTURE 110
12.9 HEALTHGRADES 112
12.10 INFOR, INC. 113
*Business overview, Products and Services offered, Recent developments, MNM view might not be captured in case of unlisted companies.
13 APPENDIX 115
13.1 INSIGHTS FROM INDUSTRY EXPERTS 115
13.2 DISCUSSION GUIDE 116
13.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 118
13.4 AVAILABLE CUSTOMIZATIONS 120
13.5 RELATED REPORTS 120
13.6 AUTHOR DETAILS 121

LIST OF TABLES

TABLE 1 HEALTHCARE CRM MARKET, BY COMPONENT, 2016–2023 (USD MILLION) 42
TABLE 2 HEALTHCARE CRM SERVICES MARKET, BY REGION, 2016–2023 (USD MILLION) 43
TABLE 3 NORTH AMERICA: HEALTHCARE CRM SERVICES MARKET, BY COUNTRY,
2016–2023 (USD MILLION) 44
TABLE 4 HEALTHCARE CRM SOFTWARE MARKET, BY REGION, 2016–2023 (USD MILLION) 45
TABLE 5 NORTH AMERICA: HEALTHCARE CRM SOFTWARE MARKET, BY COUNTRY,
2016–2023 (USD MILLION) 45
TABLE 6 HEALTHCARE CRM MARKET, BY DEPLOYMENT MODEL,
2016–2023 (USD MILLION) 47
TABLE 7 HEALTHCARE CRM MARKET FOR ON-PREMISE MODEL, BY REGION,
2016–2023 (USD MILLION) 48
TABLE 8 NORTH AMERICA: HEALTHCARE CRM MARKET FOR ON-PREMISE MODEL,
BY COUNTRY, 2016–2023 (USD MILLION) 49
TABLE 9 HEALTHCARE CRM MARKET FOR WEB/CLOUD-BASED MODEL, BY REGION,
2016–2023 (USD MILLION) 49
TABLE 10 NORTH AMERICA: HEALTHCARE CRM MARKET FOR WEB/CLOUD-BASED MODEL, BY COUNTRY, 2016–2023 (USD MILLION) 50
TABLE 11 WEB/CLOUD BASED MODELS MARKET, BY TYPE, 2016–2023 (USD MILLION) 50
TABLE 12 HEALTHCARE CRM MARKET FOR PUBLIC CLOUD, BY REGION,
2016–2023 (USD MILLION) 51
TABLE 13 HEALTHCARE CRM MARKET FOR PRIVATE CLOUD, BY REGION,
2016–2023 (USD MILLION) 51
TABLE 14 HEALTHCARE CRM MARKET FOR HYBRID CLOUD, BY REGION,
2016–2023 (USD MILLION) 52
TABLE 15 HEALTHCARE CRM MARKET, BY FUNCTIONALITY, 2016–2023 (USD MILLION) 54
TABLE 16 HEALTHCARE CRM MARKET FOR CUSTOMER SERVICE AND SUPPORT,
BY REGION, 2016–2023 (USD MILLION) 56
TABLE 17 NORTH AMERICA: HEALTHCARE CRM MARKET FOR CUSTOMER SERVICE AND SUPPORT, BY COUNTRY, 2016–2023 (USD MILLION) 56
TABLE 18 HEALTHCARE CRM MARKET FOR MARKETING, BY REGION,
2016–2023 (USD MILLION) 57
TABLE 19 NORTH AMERICA: HEALTHCARE CRM MARKET FOR MARKETING ,
BY COUNTRY, 2016–2023 (USD MILLION) 58
TABLE 20 HEALTHCARE CRM MARKET FOR SALES, BY REGION, 2016–2023 (USD MILLION) 59
TABLE 21 NORTH AMERICA: HEALTHCARE CRM MARKET FOR SALES, BY COUNTRY,
2016–2023 (USD MILLION) 59
TABLE 22 HEALTHCARE CRM MARKET FOR DIGITAL MARKETING, BY REGION,
2016–2023 (USD MILLION) 60
TABLE 23 NORTH AMERICA: HEALTHCARE CRM MARKET FOR DIGITAL MARKETING,
BY COUNTRY, 2016–2023 (USD MILLION) 60
TABLE 24 HEALTHCARE CRM MARKET FOR OTHER FUNCTIONALITIES, BY REGION,
2016–2023 (USD MILLION) 61
TABLE 25 NORTH AMERICA: HEALTHCARE CRM MARKET FOR OTHER FUNCTIONALITIES,
BY COUNTRY, 2016–2023 (USD MILLION) 62
TABLE 26 HEALTHCARE CRM MARKET, BY END USER, 2016–2023 (USD MILLION) 64
TABLE 27 HEALTHCARE CRM MARKET FOR HEALTHCARE PROVIDERS, BY REGION,
2016–2023 (USD MILLION) 65
TABLE 28 NORTH AMERICA: HEALTHCARE CRM MARKET FOR HEALTHCARE PROVIDERS,
BY COUNTRY, 2016–2023 (USD MILLION) 66
TABLE 29 HEALTHCARE PROVIDERS MARKET, BY TYPE, 2016–2023 (USD MILLION) 66
TABLE 30 HEALTHCARE CRM MARKET FOR HOSPITALS, BY REGION,
2016–2023 (USD MILLION) 67
TABLE 31 HEALTHCARE CRM MARKET FOR AMBULATORY SURGERY CENTERS AND CLINICS, BY REGION, 2016–2023 (USD MILLION) 67
TABLE 32 HEALTHCARE CRM MARKET FOR DIAGNOSTIC CENTERS, BY REGION,
2016–2023 (USD MILLION) 68
TABLE 33 HEALTHCARE CRM MARKET FOR THE LIFE SCIENCES INDUSTRY, BY REGION, 2016–2023 (USD MILLION) 69
TABLE 34 NORTH AMERICA: HEALTHCARE CRM MARKET FOR THE LIFE SCIENCES INDUSTRY, BY COUNTRY, 2016–2023 (USD MILLION) 69
TABLE 35 HEALTHCARE CRM MARKET FOR HEALTHCARE PAYERS, BY REGION,
2016–2023 (USD MILLION) 70
TABLE 36 NORTH AMERICA: HEALTHCARE CRM MARKET FOR HEALTHCARE PAYERS,
BY COUNTRY, 2016–2023 (USD MILLION) 71
TABLE 37 HEALTHCARE CRM MARKET, BY REGION, 2016–2023 (USD MILLION) 74
TABLE 38 NORTH AMERICA: HEALTHCARE CRM MARKET, BY COUNTRY,
2016–2023 (USD MILLION) 76
TABLE 39 NORTH AMERICA: HEALTHCARE CRM MARKET, BY COMPONENT,
2016–2023 (USD MILLION) 76
TABLE 40 NORTH AMERICA: HEALTHCARE CRM MARKET, BY DEPLOYMENT MODEL,
2016–2023 (USD MILLION) 76
TABLE 41 NORTH AMERICA: HEALTHCARE CRM MARKET, BY FUNCTIONALITY,
2016–2023 (USD MILLION) 77
TABLE 42 NORTH AMERICA: HEALTHCARE CRM MARKET, BY END USER,
2016–2023 (USD MILLION) 77
TABLE 43 US: HEALTHCARE CRM MARKET, BY COMPONENT, 2016–2023 (USD MILLION) 78
TABLE 44 US: HEALTHCARE CRM MARKET, BY DEPLOYMENT MODEL,
2016–2023 (USD MILLION) 79
TABLE 45 US: HEALTHCARE CRM MARKET, BY FUNCTIONALITY, 2016–2023 (USD MILLION) 79
TABLE 46 US: HEALTHCARE CRM MARKET, BY END USER, 2016–2023 (USD MILLION) 79
TABLE 47 CANADA: HEALTHCARE CRM MARKET, BY COMPONENT,
2016–2023 (USD MILLION) 80
TABLE 48 CANADA: HEALTHCARE CRM MARKET, BY DEPLOYMENT MODEL,
2016–2023 (USD MILLION) 81
TABLE 49 CANADA: HEALTHCARE CRM MARKET, BY FUNCTIONALITY,
2016–2023 (USD MILLION) 81
TABLE 50 CANADA: HEALTHCARE CRM MARKET, BY END USER, 2016–2023 (USD MILLION) 81
TABLE 51 EUROPE: HEALTHCARE CRM MARKET, BY COMPONENT,
2016–2023 (USD MILLION) 83
TABLE 52 EUROPE: HEALTHCARE CRM MARKET, BY DEPLOYMENT MODEL,
2016–2023 (USD MILLION) 84
TABLE 53 EUROPE: HEALTHCARE CRM MARKET, BY FUNCTIONALITY,
2016–2023 (USD MILLION) 84
TABLE 54 EUROPE: HEALTHCARE CRM MARKET, BY END USER, 2016–2023 (USD MILLION) 85
TABLE 55 ASIA: HEALTHCARE CRM MARKET, BY COMPONENT, 2016–2023 (USD MILLION) 86
TABLE 56 ASIA: HEALTHCARE CRM MARKET, BY DEPLOYMENT MODEL,
2016–2023 (USD MILLION) 86
TABLE 57 ASIA: HEALTHCARE CRM MARKET, BY FUNCTIONALITY, 2016–2023 (USD MILLION) 87
TABLE 58 ASIA: HEALTHCARE CRM MARKET, BY END USER, 2016–2023 (USD MILLION) 87
TABLE 59 ROW: HEALTHCARE CRM MARKET, BY COMPONENT, 2016–2023 (USD MILLION) 89
TABLE 60 ROW: HEALTHCARE CRM MARKET, BY DEPLOYMENT MODEL,
2016–2023 (USD MILLION) 89
TABLE 61 ROW: HEALTHCARE CRM MARKET, BY FUNCTIONALITY,
2016–2023 (USD MILLION) 89
TABLE 62 ROW: HEALTHCARE CRM MARKET, BY END USER, 2016–2023 (USD MILLION) 90


LIST OF FIGURES

FIGURE 1 RESEARCH DESIGN 19
FIGURE 2 MARKET SIZE ESTIMATION: BOTTOM-UP APPROACH 24
FIGURE 3 MARKET SIZE ESTIMATION: TOP-DOWN APPROACH 25
FIGURE 4 BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION,
AND REGION 25
FIGURE 5 DATA TRIANGULATION METHODOLOGY 26
FIGURE 6 HEALTHCARE CRM MARKET, BY COMPONENT, 2018 VS. 2023 (USD BILLION) 28
FIGURE 7 HEALTHCARE CRM MARKET, BY DEPLOYMENT MODEL,
2018 VS. 2023 (USD BILLION) 29
FIGURE 8 HEALTHCARE CRM MARKET, BY FUNCTIONALITY MODEL, 2018 VS. 2023 29
FIGURE 9 HEALTHCARE CRM MARKET, BY END USER, 2018 VS. 2023 (USD BILLION) 30
FIGURE 10 HEALTHCARE CRM MARKET: GEOGRAPHICAL SNAPSHOT 31
FIGURE 11 HEALTHCARE CRM MARKET TO WITNESS DOUBLE-DIGIT GROWTH RATE DURING THE FORECAST PERIOD 32
FIGURE 12 SERVICES SEGMENT TO REGISTER THE HIGHEST GROWTH DURING
THE FORECAST PERIOD 33
FIGURE 13 WEB/CLOUD-BASED MODEL TO DOMINATE THE HEALTHCARE CRM MARKET DURING THE FORECAST PERIOD 33
FIGURE 14 CUSTOMER SERVICE AND SUPPORT TO ACCOUNT FOR THE LARGEST SHARE OF THE HEALTHCARE CRM MARKET IN 2018 34
FIGURE 15 HEALTHCARE PROVIDERS WILL CONTINUE TO DOMINATE THE HEALTHCARE
CRM MARKET IN 2023 35
FIGURE 16 HEALTHCARE CRM MARKET IN ASIA TO REGISTER THE HIGHEST GROWTH BETWEEN 2018 & 2023 36
FIGURE 17 HEALTHCARE CRM MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 37
FIGURE 18 SERVICES SEGMENT TO DOMINATE THE HEALTHCARE CRM MARKET DURING
THE FORECAST PERIOD 42
FIGURE 19 WEB/CLOUD-BASED MODEL SEGMENT WILL CONTINUE TO DOMINATE THE HEALTHCARE CRM MARKET DURING THE FORECAST PERIOD 47
FIGURE 20 CUSTOMER SERVICE AND SUPPORT WILL CONTINUE TO DOMINATE THE HEALTHCARE CRM MARKET DURING THE FORECAST PERIOD 54
FIGURE 21 HEALTHCARE PROVIDERS SEGMENT WILL DOMINATE THE MARKET DURING
THE FORECAST PERIOD 64
FIGURE 22 ASIA TO WITNESS HIGHEST GROWTH DURING THE FORECAST PERIOD
(2018–2023) 73
FIGURE 23 NORTH AMERICA: MARKET SNAPSHOT 75
FIGURE 24 EUROPE: MARKET SNAPSHOT 83
FIGURE 25 KEY DEVELOPMENTS IN THE MARKET FROM 2015 TO 2018 91
FIGURE 26 MARKET EVOLUTION FRAMEWORK 92
FIGURE 27 HEALTHCARE CRM MARKET SHARE ANALYSIS, BY KEY PLAYER (2017) 92
FIGURE 28 SALESFORCE: COMPANY SNAPSHOT 96
FIGURE 29 ORACLE: COMPANY SNAPSHOT 98
FIGURE 30 MICROSOFT: COMPANY SNAPSHOT 100

FIGURE 31 IBM: COMPANY SNAPSHOT 102
FIGURE 32 SAP SE: COMPANY SNAPSHOT 105
FIGURE 33 ACCENTURE: COMPANY SNAPSHOT 110
FIGURE 34 INFOR: COMPANY SNAPSHOT 113
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