Strategic Forecast for the Banking Customer Relationship Management (CRM) Software Industry: Market Outlook 2025-2034

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Banking Customer Relationship Management (CRM) Software Market Size Growth Forecast: What to Expect by 2025?
The market size of customer relationship management (CRM) software within the banking sector has seen a swift expansion in recent times. It's set to rise from $15.4 billion in 2024 up to $18.14 billion in 2025, representing a compound annual growth rate (CAGR) of 17.8%. The remarkable growth during the historic period can be linked to several factors including the growing desire for self-service banking, escalated demand for software providing automated customer insights, a surge in demand for cloud solutions, increased investment in research and development initiatives, and a heightened interest in superior customer service.

How Will the Banking Customer Relationship Management (CRM) Software Market Size Evolve and Grow by 2029?
The market for banking customer relationship management (CRM) software is anticipated to experience a swift surge in the upcoming years, projected to rise to $34.48 billion in 2029 with a 17.4% compound annual growth rate (CAGR). This escalation during the forecast period is mainly due to an increased demand for the product from small to medium-sized enterprises, heightening rivalries in the CRM software sector, augmenting utilization of online banking, progressive digitization of the banking arena, and growing preference for mobile banking. Foreseen trends for this period cover technological advancement, digital innovation, inventive products, integration of artificial intelligence (AI) and machine learning (ML), incorporation of avant-garde analytics and business intelligence (BI) tools, and the application of blockchain technology in CRM systems.

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What Drivers Are Propelling the Growth of Banking Customer Relationship Management (CRM) Software Market Forward?
The expansion of online banking services is anticipated to boost the banking customer relationship management (CRM) software market in the future. With its convenience and effectiveness, online banking allows customers to handle their finances and execute various banking transactions via a secure digital platform provided by their respective banks. The rise in online banking is primarily due to the ease, security, and broad spectrum of financial services it offers. The banking CRM software is instrumental in managing and evaluating customer interactions and information on digital platforms, which aids in magnifying customer service, individualizing experiences, and heightening operational productivity. For instance, Worldmetrics, a UK-based firm, reported that online banking transactions hit $9.8 billion in July 2024 and projected that it would escalate to $161.6 billion by 2028. Hence, the escalation of online banking services fuels the growth of the banking customer relationship management (CRM) software market.

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Which Emerging Trends Are Transforming the Banking Customer Relationship Management (CRM) Software Market in 2025?
Major banking customer relationship management (CRM) software market players are adopting artificial intelligence (AI) to improve the effectiveness of dispute management in transactions carried out by banks. Incorporating AI into dispute management for banking transactions can substantially increase efficiency by automatizing the identification and resolution of disputes. AI models scrutinize transaction details for detecting patterns and irregularities, allowing quicker and more precise detection of fraud or mistakes. For instance, Salesforce, a cloud computing company based in the US, unveiled new AI-focused features in June 2024 to augment the efficacy of transaction dispute management in banks. The significant features include the AI-enabled Transaction Dispute Management, which eases the dispute resolution process from beginning to end, and Einstein Copilot Banking Actions, an AI assistant that automates tasks and enhances communication between customers and stakeholders. These tools merge banking transaction data with Salesforce customer details, significantly reducing manual tasks and errors, and simultaneously improving customer interactions.

What Are the Key Segments in the Banking Customer Relationship Management (CRM) Software Market?
The banking customer relationship management (CRM) software market covered in this report is segmented -

1) By Offering: Solution, Services
2) By Deployment Mode: On-Premises, Cloud
3) By Application: Customer Service, Customer Experience Management, Customer Relationship Management (CRM) Analytics, Marketing Automation, Salesforce Automation, Other Applications

Subsegments:
1) By Solution: Cloud-Based CRM Solutions, On-Premise CRM Solutions, Mobile CRM Solutions, Integrated CRM Solutions With Core Banking Systems, AI-Driven CRM Solutions, Data Analytics And Reporting Solutions For CRM
2) By Services: Implementation Services, Integration Services, Training And Consulting Services, Support And Maintenance Services, Customization And Configuration Services, Managed Services For CRM Systems

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Who Are the Key Players Shaping the Banking Customer Relationship Management (CRM) Software Market's Competitive Landscape?
Major companies operating in the banking customer relationship management (CRM) software market are Microsoft Corporation, Oracle Corporation, Salesforce Inc., Fiserv Inc., Infor Global Solutions, Sage Group, Genesys Cloud Services Inc., HubSpot Inc., Zoho Corporation, Pegasystems Inc., Temenos AG, Acidaes Solutions Private Limited (CRMNEXT), Creatio, SAP SE, Doxim Inc., SugarCRM Inc., Kapture CX, NexJ Systems Inc., Leadsquared Inc., Claritysoft LLC, Liferay Inc.

What Geographic Markets Are Powering Growth in the Banking Customer Relationship Management (CRM) Software Market?
North America was the largest region in the banking customer relationship management (CRM) software market in 2023. The regions covered in the banking customer relationship management (CRM) software market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.

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