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Digital

Technology

The CRM Market - France

An analysis with all the essential information for a clear, complete and quantified view of this market.

Available in French

Innovation

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Study Overview

CRM stands for Customer Relationship Management. Customer relationship management can be carried out :

in-house, facilitated by the use of CRM software outsourced: the various tasks involved in customer relationship management are entrusted to an external player. This is the role played by contact centers in particular.

By capitalizing on customer information, CRM solutions enable companies to improve their sales pitches, better target customer needs and habits, and more easily conquer new markets. Customer relationship management is part of a policy of getting to knowcustomers and keeping track of exchanges with them. CRM therefore encompasses all systems and operations aimed at maximizing the quality of customer relations, building customer loyalty and maximizing sales and margins per customer. The use of CRM software, and in particular SaaS solutions, dominates. A distinction is made between :

On-siteCRM, involving the acquisition of a license enabling the company to host the software on its server SaaS CRM (Software as a Service), where applications and systems are hosted by an external provider and made accessible to the customer via the Internet

In both cases, the aim of CRM software is to optimize the processing and analysis of customer and prospect data. This study focuses primarily on CRM software, as this is currently the most widespread definition. It also looks at broader aspects of CRM, such as the use of outsourcers/outsourcing.

Key takeaways

Growth and sector challenges
Demand analysis
Market structure and organization
Supply and pricing analysis
Player segmentation
Latest trends and innovations

Methodology

Our methodology

Our method combines human expertise and a large corpus of sources, including exclusive and private data, for optimal understanding of the sector

Broad source base

• National, international, and private databases
• Professional press and polling institutes
• Industry reports, company financial statements...

Exclusive data

• Indexpresse sectoral database
• Preferred Brands database
• Expert interviews and proprietary indicators

Human expertise

• Experienced research analysts
• Know-how developed through 1500+ studies
• In-depth and rigorous analysis

Visual and actionable reports

• Graphic studies with synthetic structure
• Downloadable data
• Link to original sources

Contents

Sommaire

1. Market overview
- 1.1 CRM market overview and definition
- 1.2 A concentrated global market driven by the growth of SaaS solutions
- 1.3 A growing French market
2. Demand analysis
- 2.1 CRM at the heart of corporate customer relations
- 2.2 What companies expect from CRM
- 2.3 Companies turn to cloud computing: SaaS solutions, a dynamic segment
- 2.4 Demand boosted by social networks
3. Market structure
- 3.1 Different providers offer customer relationship management services
- 3.2 Players in customer relationship management
- 3.3 Still low penetration of CRM software among small businesses
- 3.4 Sectoral differences in the use of CRM software
- 3.5 Interview with Arthur Dachon, co-founder of Sidely
4. Offer analysis
- 4.1 Software prices depend on performance requirements and company size
- 4.2 Examples of prices in 2022
- 4.3 Increasingly adapted and connected CRM solutions
- 4.4 From CRM to social CRM: the growing importance of social networks
5. Regulations
- 5.1 European regulations and RGPD