Driving Social Customer Relationship Management Market Growth in 2025: The Role of Impact Of Rising Social Media Adoption On Social Customer Relationship Management Market

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Social Customer Relationship Management Market Size Growth Forecast: What to Expect by 2025?
The market size of social customer relationship management has seen exponential growth in recent years, expanding from a size of $150.17 billion in 2024 to be projected at $231.08 billion in 2025. This signifies a compound annual growth rate (CAGR) of 53.9%. Factors such as the rise of social media platforms, increase in customer expectations, and the boom in influencer marketing have contributed to the growth experienced in the historical period.

How Will the Social Customer Relationship Management Market Size Evolve and Grow by 2029?
The market size for social customer relationship management is projected to witness immense growth in the forthcoming years, escalating to $1284 billion in 2029 at a compound annual growth rate (CAGR) of 53.5%. The anticipated increase during the forecast period can be credited to the emergence of conversational marketing, comprehensive channel integration, along with privacy and data security measures. Key trends during the estimated period include hyper-personalization, AI-enabled social insights, mobile-focused solutions, as well as integration with augmented reality (AR) and virtual reality (VR), and social commerce amalgamation.

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What Drivers Are Propelling the Growth of Social Customer Relationship Management Market Forward?
The growth of the social customer relationship management market is anticipated to be fueled by the increasing usage of social media. Social media encompasses web-based platforms and sites that facilitate the creation, sharing, and exchanging of content as well as social networking participation. Its adoption is driven by its capacity for connectivity, interaction, self-expression, creativity, mobile accessibility, growing entertainment value, and commercial interactions. Social media incorporates customer relationship management to assist businesses in enhancing their connection with customers, boosting their brand perception, and increasing customer satisfaction and loyalty. For example, as per the Search Engine Journal, a US-based platform providing timely and relevant data for business owners, marketers, and SEOs to boost and broaden their businesses, there was a surge of 150 million new social media users from April 2022 to April 2023, marking a year-on-year increase of 3.2%. Hence, the surged usage of social media is propelling the expansion of the social customer relationship management market.

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Which Emerging Trends Are Transforming the Social Customer Relationship Management Market in 2025?
Key players in the social customer relationship management market are focusing on creating inventive technological solutions like the Pro Suite CRM solutions. These solutions aim to aid burgeoning businesses in enhancing their CRM abilities. The Pro Suite CRM is an all-encompassing software platform that melds different tools and functionalities into one system to efficiently manage customer relationship processes. As an example, Salesforce Inc., a US-based software firm, unveiled the Pro Suite in March 2024. This is an elevated all-in-one CRM solution specifically designed for growing businesses, unifying CRM, AI, data, and trust to enable companies to effectively metamorphose their operations. The solution is crafted to tackle the obstacles smaller businesses confront when initiating, customizing, and effectively utilizing CRM systems. Its features include marketing campaign templates, lead and deal administration, improved case resolution, knowledge management, and bespoke customer experiences for marketing, sales, and service. All in all, it serves as an optimal choice for growing businesses necessitating a thorough CRM solution for managing customer relations and simplifying operations.

What Are the Key Segments in the Social Customer Relationship Management Market?
The social customer relationship management market covered in this report is segmented -

1) By Deployment Model: Cloud, On-Premises
2) By Functionality: Built-In Social CRM, Standalone Social CRM
3) By Organization Size: Small And Medium Sized Businesses (SMBs), Large Enterprises
4) By Application: Sales Automation, marketing, Customer Service And Support, Other Applications
5) By End Users: Information Technology And Telecom, Healthcare, Banking, Financial Services And Insurance (BFSI), Retail And E-Commerce, Education, Government, Hospitality, Transportation And Logistics, Manufacturing, Other End Users

Subsegments:
1) By Cloud: Public Cloud, Private Cloud, Hybrid Cloud
2) By On-Premises: On-Premises Software, On-Premises Hardware

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Who Are the Key Players Shaping the Social Customer Relationship Management Market's Competitive Landscape?
Major companies operating in the social customer relationship management market are Microsoft Corporation, International Business Machines Corporation, Oracle Corporation, SAP SE, Salesforce Inc., Adobe Inc., SAS Institute, ReplyApp Inc., HubSpot Inc., Pegasystems Inc., Zendesk, Zoho Corporation, Verint Systems, RWS Holdings, monday.com, Freshworks Inc., Sprout Social Inc., Brandwatch, Jive Software Inc., Agora Media SAS, Bitrix Inc., Act-On Software Inc., VanillaSoft Inc., Insightly Inc., Clarabridge

What Geographic Markets Are Powering Growth in the Social Customer Relationship Management Market?
North America was the largest region in the social customer relationship management market in 2024. The regions covered in the social customer relationship management market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa.

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