Middle East and Africa Customer Relationship Management Market Report and Forecast 2025-2034
Market Report I 2025-06-05 I 122 Pages I EMR Inc.
The Middle East and Africa customer relationship management market was valued at USD 4.06 Billion in 2024. The industry is expected to grow at a CAGR of 14.10% during the forecast period of 2025-2034 to attain a valuation of USD 15.18 Billion by 2034.
Middle East and Africa Customer Relationship Management Market Growth
Cloud-based customer relationship management (CRM) systems are based on cloud architecture and offer remote accessibility, providing users with more flexibility and scalability, allowing them to access things through the internet from any part of the world remotely. Cloud-based solutions projects can be deployed very easily without any extra computational requirements on the user end and are quick to access. Also, cloud-based CRMs don't require hardware setup, making them suitable for small and medium-sized enterprises.
In March 2024, Zoho Corp. expanded its CRM capabilities in Saudi Arabia with the launch of its first Middle East data centres in Riyadh and Jeddah. This move ensures compliance with local Personal Data Protection Laws (PDPL) and reinforces data sovereignty for Saudi customers. This news was announced on the sidelines of LEAP Riyadh, the region's largest technology conference.
On-premises CRM systems require hardware components to be installed within an organisation to access the database, which is preferred by larger enterprises to fully control the data processes. They offer extensive control over the data, which in turn enhances security against data breaches and provides organisational space for optimization. On-premises CRM requires hardware infrastructure and software licenses to use product services on organisational premises.
Middle East and Africa Customer Relationship Management Industry Segmentation
Middle East and Africa Customer Relationship Management Market Report and Forecast 2025-2034 offers a detailed analysis of the market based on the following segments:
Market Breakup by Component:
- Solutions
- Services
Market Breakup by Deployment Mode:
- Cloud
- On-Premises
Market Breakup by Enterprise Size:
- Small and Medium Enterprises (SMEs)
- Large Enterprises
Small and Medium Enterprises (SMEs) Large Enterprises:
- Sales and Marketing
- Customer Service
- Digital Commerce
- Others
Market Breakup by End Use:
- BFSI
- IT and Telecom
- Retail
- Healthcare
- Government and Education
- Discrete Manufacturing
- Others
Market Segmentation by Region:
- Saudi Arabia
- United Arab Emirates
- Nigeria
- South Africa
- Others
Middle East and Africa Customer Relationship Management Market Share
Based on enterprise size, the market is divided into small and medium enterprises (SMEs) and large enterprises. SMEs typically refer to small-sized businesses that usually have less than 250 people, while large enterprises encompass larger corporations with more than 1000 employees. In the forecasted period, this segment is expected to experience robust growth due to rapid digitalization across the Middle East and the adoption of customer relationship management (CRM) systems by SMEs to streamline business decisions and enhance customer engagement strategies, driving market expansion.
Leading Companies in the Middle East and Africa Customer Relationship Management Market
- IBM Corporation
- Oracle Corporation
- SAP SE
- Microsoft Corporation
- Salesforce, Inc.
- Adobe Inc.
- Infor Inc.
- Pegasystems Inc.
- SugarCRM Inc.
- Odoo Tec KSA
- Others
Major CRM service providers expand market reach by diversifying solution offering, enhancing tech capabilities, forging partnerships, and prioritizing customer success. These strategies enable them to enter new markets, attract clients, and drive market expansion effectively.
1 Executive Summary
1.1 Market Size 2024-2025
1.2 Market Growth 2025(F)-2034(F)
1.3 Key Demand Drivers
1.4 Key Players and Competitive Structure
1.5 Industry Best Practices
1.6 Recent Trends and Developments
1.7 Industry Outlook
2 Market Overview and Stakeholder Insights
2.1 Market Trends
2.2 Key Verticals
2.3 Key Countries
2.4 Supplier Power
2.5 Buyer Power
2.6 Key Market Opportunities and Risks
2.7 Key Initiatives by Stakeholders
3 Economic Summary
3.1 GDP Outlook
3.2 GDP Per Capita Growth
3.3 Inflation Trends
3.4 Democracy Index
3.5 Gross Public Debt Ratios
3.6 Balance of Payment (BoP) Position
3.7 Population Outlook
3.8 Urbanisation Trends
4 Country Risk Profiles
4.1 Country Risk
4.2 Business Climate
5 Global Customer Relationship Management Market Overview
5.1 Key Industry Highlights
5.2 Global Customer Relationship Management Historical Market (2018-2024)
5.3 Global Customer Relationship Management Market Forecast (2025-2034)
5.4 Global Customer Relationship Management Market Share by Region
5.4.1 North America
5.4.2 Europe
5.4.3 Asia Pacific
5.4.4 Latin America
5.4.5 Middle East and Africa
6 Middle East and Africa Customer Relationship Management Market Overview
6.1 Key Industry Highlights
6.2 Middle East and Africa Customer Relationship Management Historical Market (2018-2024)
6.3 Middle East and Africa Customer Relationship Management Market Forecast (2025-2034)
7 Middle East and Africa Customer Relationship Management Market by Component
7.1 Solutions
7.1.1 Historical Trend (2018-2024)
7.1.2 Forecast Trend (2025-2034)
7.2 Services
7.2.1 Historical Trend (2018-2024)
7.2.2 Forecast Trend (2025-2034)
8 Middle East and Africa Customer Relationship Management Market by Deployment Mode
8.1 Cloud
8.1.1 Historical Trend (2018-2024)
8.1.2 Forecast Trend (2025-2034)
8.2 On-Premises
8.2.1 Historical Trend (2018-2024)
8.2.2 Forecast Trend (2025-2034)
9 Middle East and Africa Customer Relationship Management Market by Enterprise Size
9.1 Small and Medium Enterprises (SMEs)
9.1.1 Historical Trend (2018-2024)
9.1.2 Forecast Trend (2025-2034)
9.2 Large Enterprises
9.2.1 Historical Trend (2018-2024)
9.2.2 Forecast Trend (2025-2034)
10 Middle East and Africa Customer Relationship Management Market by Application
10.1 Sales and Marketing
10.1.1 Historical Trend (2018-2024)
10.1.2 Forecast Trend (2025-2034)
10.2 Customer Service
10.2.1 Historical Trend (2018-2024)
10.2.2 Forecast Trend (2025-2034)
10.3 Digital Commerce
10.3.1 Historical Trend (2018-2024)
10.3.2 Forecast Trend (2025-2034)
10.4 Others
11 Middle East and Africa Customer Relationship Management Market by End Use
11.1 BFSI
11.1.1 Historical Trend (2018-2024)
11.1.2 Forecast Trend (2025-2034)
11.2 IT and Telecom
11.2.1 Historical Trend (2018-2024)
11.2.2 Forecast Trend (2025-2034)
11.3 Retail
11.3.1 Historical Trend (2018-2024)
11.3.2 Forecast Trend (2025-2034)
11.4 Healthcare
11.4.1 Historical Trend (2018-2024)
11.4.2 Forecast Trend (2025-2034)
11.5 Government and Education
11.5.1 Historical Trend (2018-2024)
11.5.2 Forecast Trend (2025-2034)
11.6 Discrete Manufacturing
11.6.1 Historical Trend (2018-2024)
11.6.2 Forecast Trend (2025-2034)
11.7 Others
12 Middle East and Africa Customer Relationship Management Market by Country
12.1 Saudi Arabia
12.1.1 Historical Trend (2018-2024)
12.1.2 Forecast Trend (2025-2034)
12.2 United Arab Emirates
12.2.1 Historical Trend (2018-2024)
12.2.2 Forecast Trend (2025-2034)
12.3 Nigeria
12.3.1 Historical Trend (2018-2024)
12.3.2 Forecast Trend (2025-2034)
12.4 South Africa
12.4.1 Historical Trend (2018-2024)
12.4.2 Forecast Trend (2025-2034)
12.5 Others
13 Market Dynamics
13.1 SWOT Analysis
13.1.1 Strengths
13.1.2 Weaknesses
13.1.3 Opportunities
13.1.4 Threats
13.2 Porter's Five Forces Analysis
13.2.1 Supplier's Power
13.2.2 Buyer's Power
13.2.3 Threat of New Entrants
13.2.4 Degree of Rivalry
13.2.5 Threat of Substitutes
13.3 Key Indicators of Demand
13.4 Key Indicators of Price
14 Competitive Landscape
14.1 Supplier Selection
14.2 Key Global Players
14.3 Key Regional Players
14.4 Key Player Strategies
14.5 Company Profiles
14.5.1 IBM Corporation
14.5.1.1 Company Overview
14.5.1.2 Product Portfolio
14.5.1.3 Demographic Reach and Achievements
14.5.1.4 Certifications
14.5.2 Oracle Corporation
14.5.2.1 Company Overview
14.5.2.2 Product Portfolio
14.5.2.3 Demographic Reach and Achievements
14.5.2.4 Certifications
14.5.3 SAP SE
14.5.3.1 Company Overview
14.5.3.2 Product Portfolio
14.5.3.3 Demographic Reach and Achievements
14.5.3.4 Certifications
14.5.4 Microsoft Corporation
14.5.4.1 Company Overview
14.5.4.2 Product Portfolio
14.5.4.3 Demographic Reach and Achievements
14.5.4.4 Certifications
14.5.5 Salesforce Inc.
14.5.5.1 Company Overview
14.5.5.2 Product Portfolio
14.5.5.3 Demographic Reach and Achievements
14.5.5.4 Certifications
14.5.6 Adobe Inc.
14.5.6.1 Company Overview
14.5.6.2 Product Portfolio
14.5.6.3 Demographic Reach and Achievements
14.5.6.4 Certifications
14.5.7 Infor Inc.
14.5.7.1 Company Overview
14.5.7.2 Product Portfolio
14.5.7.3 Demographic Reach and Achievements
14.5.7.4 Certifications
14.5.8 Pegasystems Inc.
14.5.8.1 Company Overview
14.5.8.2 Product Portfolio
14.5.8.3 Demographic Reach and Achievements
14.5.8.4 Certifications
14.5.9 SugarCRM Inc.
14.5.9.1 Company Overview
14.5.9.2 Product Portfolio
14.5.9.3 Demographic Reach and Achievements
14.5.9.4 Certifications
14.5.10 Odoo Tec KSA
14.5.10.1 Company Overview
14.5.10.2 Product Portfolio
14.5.10.3 Demographic Reach and Achievements
14.5.10.4 Certifications
14.5.11 Others
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