The global Customer Relationship Management (CRM) in Healthcare market is undergoing a rapid digital transformation, forecasted to grow by USD 11.3 billion between 2023 and 2028 at a CAGR of 11.05%. As stakeholders increasingly seek data-driven solutions to improve patient engagement and optimize operational workflows, CRM is evolving into a cornerstone of modern healthcare infrastructure.
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The primary force driving market growth is the rising demand for personalized healthcare services and scalable patient engagement tools. Healthcare providers are adopting CRM systems to streamline communications, automate patient outreach, and tailor interventions based on deep data insights. This shift toward data-driven care is transforming how patient relationships are managed across the care continuum.
CRM solutions now manage a wide range of patient attributes — from medical history, behavioral data, and social profiles, to language preferences and family medical backgrounds. Healthcare organizations leverage these insights to personalize treatments, send targeted communications via emails, texts, or calls, and drive retention through loyalty programs and engagement rewards.
The adoption of cloud-based CRM platforms is a dominant trend shaping the healthcare CRM landscape. These web-enabled systems offer remote access, real-time communication, and scalability, allowing medical professionals to interact with patients efficiently across multiple touchpoints. Integration with electronic health records (EHRs) and health apps — like Apple’s HealthKit — empowers providers with centralized, secure patient data access.
Cloud solutions are especially beneficial in the era of telehealth and remote patient monitoring, supporting HIPAA-compliant communication and delivering improved care coordination. The growing use of data mining, machine learning, and social CRM features enhances decision-making capabilities and enables predictive care plans.
Despite these advancements, high implementation costs and interoperability issues with existing legacy systems pose significant obstacles. Many healthcare organizations struggle with data silos, which inhibit seamless communication between platforms and reduce the overall efficiency of care delivery.
CRM systems demand substantial investment in software, staff training, and infrastructure. Additionally, integration with old health IT systems remains technically complex, requiring customized solutions to ensure data accuracy and compliance with privacy laws like HIPAA.
Software
The software segment is anticipated to see the most significant growth. CRM software solutions are key enablers of efficient patient data management, offering features like automated appointment scheduling, medication tracking, and real-time communication tools. In 2018, the software segment was valued at USD 9.30 billion, with a steady upward trend forecasted through 2028.
Services
CRM-related services include consulting, integration, support, and custom application development, helping healthcare providers deploy and scale CRM platforms efficiently.
Web/Cloud-Based Model
These models are rapidly gaining traction for their cost-efficiency, remote accessibility, and flexibility, especially for multi-location healthcare providers.
On-Premises Model
Although less scalable, on-premises deployments offer enhanced data control and are still favored by organizations with stringent data governance requirements.
North America is expected to contribute 61% of the global CRM in healthcare market growth.
The United States leads due to policy support like the Affordable Care Act (ACA) and initiatives by the Department of Health and Human Services (HHS) promoting EHRs and patient-centered technologies.
Key factors include robust digital infrastructure, high EHR adoption rates, and the presence of major CRM vendors.
European nations are following suit, integrating ICT, PRM, and HIT into public and private healthcare systems.
Investment in data security, patient communication, and regulatory compliance is driving CRM growth in this region.
Growing healthcare IT investments and mobile adoption are accelerating CRM usage in emerging APAC economies.
These regions are gradually embracing CRM systems as digital health infrastructures evolve, with a focus on population health management and remote care.
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The Customer Relationship Management (CRM) in Healthcare Market is undergoing rapid transformation, driven by the need for enhanced patient engagement and improved care coordination. Modern healthcare CRM platforms, including cloud CRM and mobile CRM solutions, are empowering healthcare providers to streamline patient management, facilitate appointment scheduling, and deliver personalized care. With growing adoption of CRM software, organizations are integrating EHR systems to maintain seamless access to health records, while ensuring HIPAA compliance. Features like omnichannel CRM, patient portals, and CRM automation are reshaping how providers interact with patients. Tools for patient retention, customer service, and remote care are proving vital for delivering consistent care and enhancing the patient experience, especially as demand for telehealth solutions and virtual care continues to grow.
The competitive landscape is expanding with strategic alliances, product innovations, and market penetration initiatives. Key players include:
Accenture Plc
ALLSCRIPTS HEALTHCARE SOLUTIONS INC.
Amdocs Ltd.
Anthology Inc.
Freshworks Inc.
Healthgrades Marketplace LLC
IBM Corp.
Kapture CRM
Keona Health Inc.
Koch Industries Inc.
Microsoft Corp.
NICE Ltd.
Oracle Corp.
Salesforce Inc.
SAP SE
Sapio Sciences LLC
Siemens AG
SugarCRM Inc.
Verint Systems Inc.
Viseven Europe OU
These vendors offer tailored CRM platforms that integrate with health IT ecosystems, support AI-powered analytics, and ensure compliance with regulatory frameworks.
As the CRM in healthcare market grows, providers who invest early in interoperable, cloud-based, and AI-enabled CRM systems will be better positioned to meet future demands for personalized care, compliance, and digital patient experiences.
In-depth analysis shows that the integration of technologies such as AI, IoT, and big data is elevating the capabilities of healthcare CRMs. Functions like predictive analytics, data analytics, and CRM reporting help providers gain valuable health insights and improve care management. The use of patient outreach programs and CRM dashboards facilitates more efficient patient communication and stronger patient loyalty. Additionally, features like CRM interoperability, CRM scalability, and data privacy ensure smooth system expansion and secure management of sensitive health information. Tools such as patient tracking, health monitoring, CRM workflows, and CRM analytics contribute to proactive healthcare strategies. The emergence of telemedicine CRM is supporting more flexible care delivery, while patient feedback mechanisms drive continuous improvement in service and satisfaction across healthcare ecosystems.
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