医疗保健 CRM 市场基于(关键地区、市场参与者、规模和份额)- 到 2030 年的预测

  • Report Code : TIPHE100000841
  • Category : Healthcare IT
  • Status : Published
  • No. of Pages : 255
Buy Now

【研究报告】医疗保健CRM市场价值预计将从2022年的57.5095亿美元增长到2030年的129.4715亿美元; 2022 年至 2030 年复合年增长率为 10.7%。
市场洞察和分析师观点:
医疗保健 CRM 是一个行业特定系统,可帮助医疗服务提供商存储和管理患者信息、改善服务和参与度、改善患者状况收购策略以及自动化营销和销售运营,同时遵守医疗保健安全标准。推动医疗保健 CRM 市场增长的关键因素包括日益重视以患者为中心的医疗保健服务以及对数据驱动的见解、分析和人口健康管理的需求不断增加。然而,数据安全性的缺乏以及对患者信息隐私的担忧阻碍了医疗保健 CRM 市场的增长。
增长驱动因素和限制:
医疗保健系统中以患者为中心的方法可以在患者、患者家属和医疗保健从业人员之间建立伙伴关系,根据患者的需求、偏好和要求调整决策。它还包括向患者提供特定的教育和支持,以做出某些决定并参与他们的护理。
增加所有利益相关者(提供者、患者和其他人)的参与可以减少总体费用。此外,提高患者对健康、福祉和医疗保健选择的认识和理解,可以加强护理并降低疾病水平。这种知识的提高可以促进出院后的护理、医院就诊、减少再入院和二次咨询。通过与患者参与决策并进行协作,医疗服务提供者可以就患者的健康做出更合适的决策。随着越来越多的医院根据护理质量和成本来争夺患者,竞争优势也随之增强。提高患者的生活质量可以提高医生和患者的满意度。
技术创新和软件开发对于医疗保健行业革命至关重要。这些技术发展支持医疗和行政服务,极大地增强和简化医疗保健流程、通信和工作流程。以患者为中心的医疗保健可提高患者满意度,这有利于医疗保健提供者和实践。因此,医疗保健提供商越来越多地采用以患者为中心的方法,正在推动医疗保健 CRM 市场的增长。
但是,保护 CRM 门户中存储的敏感健康数据是医疗保健提供商和护理接收者的主要关注点。由于操作 CRM 的最终用户可能会将个人数据出售给第三方,因此患者担心其私人数据的隐私,其中可能包括他们的生物数据。此外,如果这些设备连接到患者的医疗账单记录,则可能进一步导致财务数据泄露。据《HIPAA 杂志》报道,2009 年至 2022 年间,美国卫生与公众服务部民权办公室收到了 5,150 起医疗数据泄露事件的报告,涉及 500 多条记录。这些违规行为已暴露或未经许可地披露了 382,262,109 条医疗记录。这相当于美国人口的 1.2 倍多。 2022 年,平均每天报告 500 份或更多医疗记录的数据泄露事件为 1.94 起。尽管科技公司投入越来越多的资金来增强其产品的安全性,但消费者可能需要一段时间才能完全依赖软件来进行医疗保健相关活动。因此,与数据安全和隐私相关的问题限制了 CRM 软件的采用,从而阻碍了市场增长。
趋势:
医疗保健行业接受数字健康和移动客户关系管理 (CRM) 解决方案的趋势日益增强正在重塑医疗保健 CRM 的格局,从而推动对简化患者参与、虚拟医疗服务和移动护理协调的创新平台的需求。对数字健康的接受程度不断提高,进一步有助于医疗保健行业利用数字渠道、移动技术和增强的患者体验来优化护理服务和患者满意度。
医疗保健基础设施中对数字健康的接受程度会影响护理协调工具、安全消息平台、远程护理协调功能,支持多渠道护理互动,促进临床医生与患者的沟通,并增强患者跨不同接触点的参与。此外,移动技术和应用的快速进步、将移动医疗集成到现有电子医疗服务中的新机会以及移动蜂窝网络覆盖范围的不断扩大是支持移动医疗保健解决方案(例如移动 CRM)激增的主要因素。据国际电信联盟 (ITU) 估计,到 2020 年,无线用户数量将超过 50 亿,其中超过 70% 生活在低收入和中等收入国家。根据 GSM 协会的数据,商业无线传输已达到全球无线用户总数的 85% 左右。世界人口,即远远超出电网的覆盖范围。无线通信的普及将有助于提高护理质量和患者健康,并通过简单地协助解决远程患者监控和医疗调度等问题,每年节省大量不必要的医疗保健成本。未来几年,移动医疗的应用可能会扩大。根据 Salesforce 的数据,约 52% 的医院使用三种或更多互联医疗技术,其中 58% 使用针对移动设备优化的患者门户。因此,移动医疗解决方案的应用不断增加以及全球对数字医疗的接受度不断提高,将增加各种医疗保健基础设施中对医疗保健 CRM 的需求。
战略见解
报告细分和范围:
全球医疗保健 CRM 市场是根据部署模式、产品类型、应用程序和最终用户进行细分。根据部署模式,市场分为基于云和本地部署。根据产品类型,市场分为运营型CRM、分析型CRM和协作型CRM。医疗保健 CRM 市场按应用分为关系管理、案例管理、案例协调、社区外展等。就最终用户而言,医疗保健 CRM 市场分为提供商、付款人和其他。从地理上看,医疗保健 CRM 市场分为北美(美国、加拿大和墨西哥)、欧洲(德国、法国、意大利、英国、俄罗斯和欧洲其他地区)、亚太地区(澳大利亚、中国、日本、印度、韩国和亚太其他地区)、中东和非洲(南非、沙特阿拉伯、阿联酋以及中东和非洲其他地区)以及南美洲和中美洲(巴西、阿根廷和其他地区)南美洲和中美洲)。
细分分析:
根据部署模式,医疗保健 CRM 市场分为基于云的和本地的。基于云的细分市场将在 2022 年占据更大的市场份额,预计 2022 年至 2030 年市场复合年增长率将更高。基于云的医疗保健 CRM 解决方案托管在供应商的服务器上,并通过 Web 浏览器进行访问。基于云的 CRM 解决方案提供无与伦比的可访问性,使医疗保健专业人员能够从具有互联网连接的任何位置访问患者数据和 CRM 工具。这种灵活性对于远程或跨多个地点工作的医疗保健提供商尤其有价值。
医疗保健 CRM 市场按产品类型分为分析 CRM、协作 CRM 和运营 CRM。运营型 CRM 细分市场在 2022 年占据最大市场份额,预计 2022 年至 2030 年期间复合年增长率最高。运营 CRM 专注于简化和自动化医疗保健组织内的运营流程,例如预约安排、患者登记、计费和索赔处理。这些解决方案可帮助医疗保健提供商提高效率、减轻管理负担并增强整体患者体验。
根据应用,医疗保健 CRM 市场分为案例管理、关系管理、社区外展、案例协调等。关系管理细分市场在 2022 年占据最大市场份额,预计 2022 年至 2030 年复合年增长率最高。医疗保健 CRM 市场中的关系管理侧重于与患者、护理人员和其他人员建立和维持牢固的关系。
就最终用户而言,医疗保健 CRM 市场分为提供商、付款人和其他。提供商细分市场在 2022 年占据最大市场份额,预计 2022 年至 2030 年市场复合年增长率最高。提供商,包括医院、诊所和个人医疗保健专业人员,需要 CRM 解决方案来帮助他们管理患者病例、协调护理,并与患者建立牢固的关系。
医疗保健 CRM 市场,按部署模式 - 2022 年和 2030 年
区域分析:
从地理上看,医疗保健 CRM 市场分为北美、欧洲、亚太地区、南美洲和中美洲以及中东和非洲。 2022年,北美在全球医疗保健CRM市场中占据最大份额。据估计,2022 年至 2030 年亚太地区的复合年增长率最高。
美国的大多数医院和诊所都面临着财务和运营压力。医疗保健 CRM 软件主要与医院、诊所和门诊手术中心相关,用于安排和管理预约,特别是在急诊科,以及门诊、住院和外科部门的低效调度。高效的患者排班管理仍然是大多数医院和诊所面临的紧迫问题。由于医疗安排不当,患者在公共和私人医疗保健系统中接受优质护理会出现延误。 2022 年对医生预约等待时间以及医疗保险和医疗补助接受率的调查表明,安排首次与医生预约的平均等待期为 26 天,自 2017 年以来增加了 8%,当时的平均等待时间为〜24天。这导致公共和私人医疗保健部门的等待时间延长、安排困难以及供需不平衡。医疗保健 CRM 软件使医院和诊所能够跟踪患者的到达和离开,并获得有关自付费用和取消的实时更新。使用软件通过预约提醒电话将缺席率减少 30%。它增强了整个治疗过程并改善了与患者的沟通。
此外,美国报告慢性和急性疾病的患病率很高。根据美国心脏协会的《心脏病和中风统计数据 - 2023 年更新》,冠心病 (CHD) 是 2020 年美国 CVD 相关死亡的主要原因 (41.2%),其次是中风 (17.3%)。 )、其他心血管疾病(16.8%)、高血压(12.9%)、心力衰竭(9.2%)和动脉疾病(2.6%)。根据美国疾病控制与预防中心 (CDC) 的数据,美国 20 岁及以上的成年人中约有二十分之一患有冠状动脉疾病。因此,心血管疾病和其他慢性疾病的高患病率推动了美国对医疗安排和采用医疗保健 CRM 的需求。此外,美国医疗保健 IT 的快速采用预计将推动未来医疗保健 CRM 市场的增长。
行业发展和未来机遇:
下面列出了全球医疗保健 CRM 市场主要参与者的各种举措:
2023 年 8 月,IBM 和 Salesforce 宣布合作,帮助全球各行业的企业加速采用CRM 的人工智能。两家公司共同支持客户彻底改变客户、合作伙伴和员工体验,同时帮助保护他们的数据。2022 年 4 月,Cured 宣布推出下一代数字营销和客户关系管理 (CRM) 平台,该平台专为医疗保健、进一步使公司能够履行其使命,让护理更完整。这些平台的进步使医疗保健组织能够与新客户和现有患者建立无与伦比的关系。2021 年 11 月,Pegasystems Inc 与 Google Cloud 合作,通过更好的数据洞察和个性化改善了医疗保健体验。 Pega 和 Google Cloud 之间的合作汇集了 Google Cloud 医疗保健数据引擎和 Pega 智能医疗保健解决方案套件的功能。竞争格局和主要公司:
Pegasystems Inc、Sage Group Plc、IQVIA Holdings Inc、VerioMed Corp、Pipedrive Inc 、WebMD Ignite Inc、Zendesk Inc、SugarCRM Inc、SAP SE、Veeva Systems Inc、Oracle Corp、ScienceSoft USA Corp、Microsoft Corp、Salesforce Inc 和 International Business Machines Corp 是医疗保健 CRM 市场的知名参与者。这些公司专注于新技术、现有产品的进步和地域扩张,以满足全球不断增长的消费者需求并增加其专业产品组合的产品范围。
Report Coverage
Report Coverage

Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends

Segment Covered
Segment Covered

This text is related
to segments covered.

Regional Scope
Regional Scope

North America, Europe, Asia Pacific, Middle East & Africa, South & Central America

Country Scope
Country Scope

This text is related
to country scope.

Frequently Asked Questions


Which end users segment dominates the healthcare CRM market?

Based on the end user, the healthcare CRM market is segmented into providers, payers, and others. The providers segment held the largest share of the market in 2022 and the same segment is expected to register the highest CAGR in the market from 2022 to 2030.

Which application segment dominates the healthcare CRM market?

Based on the 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 the same segment is expected to register the highest CAGR in the market from 2022 to 2030.

Which product type segment dominates the healthcare CRM market?

The healthcare CRM market, by product type, is segmented into analytical CRM, collaborative CRM, and operational CRM. The operational CRM segment held the largest share of the market in 2022, and it is anticipated to register the highest CAGR in the market during 2022–2030.

Which deployment mode segment dominates the healthcare CRM market?

Based on the deployment mode, the healthcare CRM market is segmented into cloud-based and on-premise. The cloud based segment held the largest share of the market in 2022 and the same segment is expected to register the highest CAGR in the market from 2022 to 2030.

What are the growth estimates for the healthcare CRM market till 2030?

The healthcare CRM market is expected to be valued at US$ 12,947.15 million in 2030.

What was the estimated healthcare CRM market size in 2022?

The healthcare CRM market was valued at US$ 5,750.95 million in 2022.

What factors drive the healthcare CRM market?

Factors such as growing emphasis on patient-centered healthcare delivery and increasing demand for data-driven insights, analytics, and population health management propel market growth.

Who are the major players in the healthcare CRM market?

The healthcare CRM market majorly consists of the players, including Pegasystems Inc, Sage Group Plc, IQVIA Holdings Inc, VerioMed Corp, Pipedrive Inc, WebMD Ignite Inc, Zendesk Inc, SugarCRM Inc, SAP SE, Veeva Systems Inc, Oracle Corp, ScienceSoft USA Corp, Microsoft Corp, Salesforce Inc, and International Business Machines Corp.

What are healthcare CRMs?

Healthcare CRM is an industry-specific system that assists medical service providers in storing and managing patient information, improving service and engagement, improving patient acquisition strategy, and automating marketing and sales operations all while adhering to healthcare security standards.

The List of Companies - Healthcare CRM Market

  1. Pegasystems Inc
  2. Sage Group Plc
  3. IQVIA Holdings Inc
  4. VerioMed Corp
  5. Pipedrive Inc
  6. WebMD Ignite Inc
  7. Zendesk Inc
  8. SugarCRM Inc
  9. SAP SE
  10. Veeva Systems Inc
  11. Oracle Corp
  12. ScienceSoft USA Corp
  13. Microsoft Corp
  14. Salesforce Inc
  15. International Business Machines Corp

The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.

  1. Data Collection and Secondary Research:

As a market research and consulting firm operating from a decade, we have published and advised several client across the globe. First step for any study will start with an assessment of currently available data and insights from existing reports. Further, historical and current market information is collected from Investor Presentations, Annual Reports, SEC Filings, etc., and other information related to company’s performance and market positioning are gathered from Paid Databases (Factiva, Hoovers, and Reuters) and various other publications available in public domain.

Several associations trade associates, technical forums, institutes, societies and organization are accessed to gain technical as well as market related insights through their publications such as research papers, blogs and press releases related to the studies are referred to get cues about the market. Further, white papers, journals, magazines, and other news articles published in last 3 years are scrutinized and analyzed to understand the current market trends.

  1. Primary Research:

The primarily interview analysis comprise of data obtained from industry participants interview and answers to survey questions gathered by in-house primary team.

For primary research, interviews are conducted with industry experts/CEOs/Marketing Managers/VPs/Subject Matter Experts from both demand and supply side to get a 360-degree view of the market. The primary team conducts several interviews based on the complexity of the markets to understand the various market trends and dynamics which makes research more credible and precise.

A typical research interview fulfils the following functions:

  • Provides first-hand information on the market size, market trends, growth trends, competitive landscape, and outlook
  • Validates and strengthens in-house secondary research findings
  • Develops the analysis team’s expertise and market understanding

Primary research involves email interactions and telephone interviews for each market, category, segment, and sub-segment across geographies. The participants who typically take part in such a process include, but are not limited to:

  • Industry participants: VPs, business development managers, market intelligence managers and national sales managers
  • Outside experts: Valuation experts, research analysts and key opinion leaders specializing in the electronics and semiconductor industry.

Below is the breakup of our primary respondents by company, designation, and region:

Research Methodology

Once we receive the confirmation from primary research sources or primary respondents, we finalize the base year market estimation and forecast the data as per the macroeconomic and microeconomic factors assessed during data collection.

  1. Data Analysis:

Once data is validated through both secondary as well as primary respondents, we finalize the market estimations by hypothesis formulation and factor analysis at regional and country level.

  • Macro-Economic Factor Analysis:

We analyse macroeconomic indicators such the gross domestic product (GDP), increase in the demand for goods and services across industries, technological advancement, regional economic growth, governmental policies, the influence of COVID-19, PEST analysis, and other aspects. This analysis aids in setting benchmarks for various nations/regions and approximating market splits. Additionally, the general trend of the aforementioned components aid in determining the market's development possibilities.

  • Country Level Data:

Various factors that are especially aligned to the country are taken into account to determine the market size for a certain area and country, including the presence of vendors, such as headquarters and offices, the country's GDP, demand patterns, and industry growth. To comprehend the market dynamics for the nation, a number of growth variables, inhibitors, application areas, and current market trends are researched. The aforementioned elements aid in determining the country's overall market's growth potential.

  • Company Profile:

The “Table of Contents” is formulated by listing and analyzing more than 25 - 30 companies operating in the market ecosystem across geographies. However, we profile only 10 companies as a standard practice in our syndicate reports. These 10 companies comprise leading, emerging, and regional players. Nonetheless, our analysis is not restricted to the 10 listed companies, we also analyze other companies present in the market to develop a holistic view and understand the prevailing trends. The “Company Profiles” section in the report covers key facts, business description, products & services, financial information, SWOT analysis, and key developments. The financial information presented is extracted from the annual reports and official documents of the publicly listed companies. Upon collecting the information for the sections of respective companies, we verify them via various primary sources and then compile the data in respective company profiles. The company level information helps us in deriving the base number as well as in forecasting the market size.

  • Developing Base Number:

Aggregation of sales statistics (2020-2022) and macro-economic factor, and other secondary and primary research insights are utilized to arrive at base number and related market shares for 2022. The data gaps are identified in this step and relevant market data is analyzed, collected from paid primary interviews or databases. On finalizing the base year market size, forecasts are developed on the basis of macro-economic, industry and market growth factors and company level analysis.

  1. Data Triangulation and Final Review:

The market findings and base year market size calculations are validated from supply as well as demand side. Demand side validations are based on macro-economic factor analysis and benchmarks for respective regions and countries. In case of supply side validations, revenues of major companies are estimated (in case not available) based on industry benchmark, approximate number of employees, product portfolio, and primary interviews revenues are gathered. Further revenue from target product/service segment is assessed to avoid overshooting of market statistics. In case of heavy deviations between supply and demand side values, all thes steps are repeated to achieve synchronization.

We follow an iterative model, wherein we share our research findings with Subject Matter Experts (SME’s) and Key Opinion Leaders (KOLs) until consensus view of the market is not formulated – this model negates any drastic deviation in the opinions of experts. Only validated and universally acceptable research findings are quoted in our reports.

We have important check points that we use to validate our research findings – which we call – data triangulation, where we validate the information, we generate from secondary sources with primary interviews and then we re-validate with our internal data bases and Subject matter experts. This comprehensive model enables us to deliver high quality, reliable data in shortest possible time.

Your data will never be shared with third parties, however, we may send you information from time to time about our products that may be of interest to you. By submitting your details, you agree to be contacted by us. You may contact us at any time to opt-out.

Related Reports