India Customer Relationship Management Market

India Customer Relationship Management Market Overview:

The India customer relationship management market size reached USD 2.30 Billion in 2024. Looking forward, IMARC Group expects the market to reach USD 5.16 Billion by 2033, exhibiting a growth rate (CAGR) of 9.40% during 2025-2033. Real-time data analytics, digital transformation, and AI-driven automation are propelling growth in the customer relationship management market in India. Notably, companies are implementing AI-powered solutions to improve operational efficiency and personalized engagement, and the increasing demand for data-driven insights is improving lead management, customer retention, and decision-making across industries.

India Customer Relationship Management Market Trends:

Rising Adoption of AI-Driven CRM Solutions

The increase in the application of artificial intelligence in customer relationship management is transforming the method by which Indian organizations engage with their consumers. Additionally, organizations are leveraging AI-driven CRM to automate operations, enhance personalization, and make customers' interactions seamless on all digital touchpoints. Concurrent with this, AI analysis offers predictive research, enabling organizations to make well-informed decisions to maximize customer satisfaction and retention. Correspondingly, the ability of AI to analyze large amounts of data in real-time allows organizations to automate sales, marketing, and support functions effectively. For example, in March 2024, Tech Mahindra partnered with Sprinklr to introduce an AI-driven omnichannel customer experience platform. This initiative enhances contact center efficiency, customer engagement, and digital transformation in India’s CRM sector. Moreover, companies are able to manage customer interactions seamlessly through different channels by leveraging AI-based automation and analytics, further contributing to market growth.

Growing Demand for Data-Driven Customer Insights

Companies are now placing a greater emphasis on data-driven decision-making in CRM to increase customer engagement and optimize business strategies. Moreover, organizations are investing in next-generation CRM platforms that provide real-time analytics, customer behavior analysis, and predictive intelligence as a result of the rapid digital transformation occurring across all industries. Alongside, businesses improve lead management, identify sales possibilities, and customize client interactions by evaluating both organized and unstructured data. Through actionable insights, this change is enabling businesses to increase operational transparency and spur corporate growth. Consistent with these trends, in August 2024, Gulf Oil Lubricants India implemented Salesforce CRM for its B2B operations, focusing on improving customer engagement, lead management, and decision-making efficiency. This integration plays a crucial role in strengthening India’s CRM market by fostering digital transformation and enabling data-driven insights for business growth. The increasing demand for real-time data analytics is reshaping CRM strategies, allowing businesses to anticipate customer needs and deliver personalized solutions. Companies are using CRM platforms to track customer journeys, optimize marketing campaigns, and improve sales conversion rates. The ability to analyze vast amounts of customer data provides a competitive advantage, ensuring improved customer retention and business performance. With organizations prioritizing data-driven strategies, CRM adoption is expected to expand further, reinforcing the role of analytics in enhancing customer relationships and business decision-making in India.

India Customer Relationship Management Market Segmentation:

IMARC Group provides an analysis of the key trends in each segment of the market, along with forecasts at the region/country level for 2025-2033. Our report has categorized the market based on component, deployment mode, organization size, application, and industry vertical.

Component Insights:

• Software
• Services

The report has provided a detailed breakup and analysis of the market based on the component. This includes software and services.

Deployment Mode Insights:

• On-premises
• Cloud-based

The report has provided a detailed breakup and analysis of the market based on the deployment mode. This includes on-premises and cloud-based.

Organization Size Insights:

• Small and Medium-sized Enterprises
• Large Enterprises

A detailed breakup and analysis of the market based on the organization size have also been provided in the report. This includes small and medium-sized enterprises and large enterprises.

Application Insights:

• Customer Service
• Customer Experience Management
• CRM Analytics
• Marketing Automation
• Salesforce Automation
• Others

A detailed breakup and analysis of the market based on the application have also been provided in the report. This includes customer service, customer experience management, CRM analytics, marketing automation, salesforce automation, and others.

Industry Vertical Insights:

• BFSI
• Retail
• Healthcare
• IT and Telecom
• Discrete Manufacturing
• Government and Education
• Others

A detailed breakup and analysis of the market based on the industry vertical have also been provided in the report. This includes BFSI, retail, healthcare, IT and telecom, discrete manufacturing, government and education, and others.

Region Insights:

• North India
• South India
• East India
• West India

The report has also provided a comprehensive analysis of all the major regional markets, which include North India, South India, East India, and West India.

Competitive Landscape:

The market research report has also provided a comprehensive analysis of the competitive landscape. Competitive analysis such as market structure, key player positioning, top winning strategies, competitive dashboard, and company evaluation quadrant has been covered in the report. Also, detailed profiles of all major companies have been provided.

India Customer Relationship Management Market News:

• February 2025: Office24by7 Technologies launched a dynamic Sales CRM software with customizable modules and omnichannel communication. It is designed for startups, SMEs, and enterprises, enhances workflow automation and scalability, strengthening India’s CRM segment by promoting cost-effective, user-friendly solutions that improve efficiency, customer engagement, and ROI.
• July 2024: L&T Technology Services partnered with SymphonyAI to introduce AI-driven IT and enterprise service management solutions in India. This collaboration enhances workflow automation, cost efficiency, and customer engagement, by integrating predictive and generative AI.

India Customer Relationship Management Market Report Coverage:

Key Questions Answered in This Report:

• How has the India customer relationship management market performed so far and how will it perform in the coming years?
• What is the breakup of the India customer relationship management market on the basis of component?
• What is the breakup of the India customer relationship management market on the basis of deployment mode?
• What is the breakup of the India customer relationship management market on the basis of organization size?
• What is the breakup of the India customer relationship management market on the basis of application?
• What is the breakup of the India customer relationship management market on the basis of industry vertical?
• What are the various stages in the value chain of the India customer relationship management market? 
• What are the key driving factors and challenges in the India customer relationship management market?
• What is the structure of the India customer relationship management market and who are the key players?
• What is the degree of competition in the India customer relationship management market? 

Key Benefits for Stakeholders:

• IMARC’s industry report offers a comprehensive quantitative analysis of various market segments, historical and current market trends, market forecasts, and dynamics of the India customer relationship management market from 2019-2033.
• The research report provides the latest information on the market drivers, challenges, and opportunities in the India customer relationship management market.
• Porter's five forces analysis assist stakeholders in assessing the impact of new entrants, competitive rivalry, supplier power, buyer power, and the threat of substitution. It helps stakeholders to analyze the level of competition within the India customer relationship management industry and its attractiveness.
• Competitive landscape allows stakeholders to understand their competitive environment and provides an insight into the current positions of key players in the market.