Customer Relationship Management (CRM) is a software used to manage and synchronize an organization’s interaction with current and potential future customers, staffs, volunteers, and other members related to one’s organization. Similarly, for higher education, CRM is a software used for managing and improving collaboration among students, faculty members, staffs, alumni, parents, and other stakeholders of a university. It can also be used for student selection and recruitment purposes. It includes various components of the software, such as cloud-based applications, complete solution suite (cloud-based or on-premises), database, and services. The CRM software may be provided on cloud or on-premises, depending on the need of organization or university.
MarketsandMarkets forecasts the Europe Cloud CRM Market size to grow from USD 9.0 billion in 2019 to USD 12.0 billion by 2024, at a Compound Annual Growth Rate (CAGR) of 5.86% during the forecast period. The key factors driving the Europe cloud CRM market are strict government compliances, growth in a number of online courses, and increased funding for education from various sources.
Among verticals, the nonprofit vertical to grow rapidly during the forecast period
Increased digitization and government compliances for nonprofit organizations are increasing the demand for CRM in the nonprofit vertical. The majority of non-profit organizations in France are using social media and have a positive opinion about the adoption of digital technology. Nonprofit Organizations (NPOs) in Germany are adopting digital payment systems and mobile fundraising apps to raise their funds. The transformation of the fundraising process may have a positive impact on the adoption of new technologies by NPOs to raise funds more effectively. NPOs in Switzerland are obliged to the government policy for establishing trust among people and raising investments across the globe while working with a limited budget and using effective training programs. CRM adoption would help NPOs in improving their training procedure under a limited budget. In Switzerland, NPOs are mandated to evaluate and publish their activities in annual reports and conduct related research to serve society effectively. The requirements of effective monitoring, research and precise evaluation of activities can be achieved with the use of a cloud CRM solution. The adoption of CRM solutions would enable NPOs to collaborate effectively with donors and beneficiaries and better manage and maintain meaningful data and insights.
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Among nonprofit sub-verticals, the children and youth sub-vertical to grow at highest CAGR during the forecast period
The children and youth sub-vertical is expected to grow at the highest CAGR during the forecast period. Several NPOs that are focused on welfare of children and youth are expected to grow in the future. The youth population in various countries is more accustomed to the digital communication media as compared to the earlier generation, hence NPOs working for children and youth are expected to go for the CRM software to manage customer relationships.
In the Europe cloud CRM market, the key and emerging market players include Microsoft (US), Oracle (US), ELCA (Switzerland), 1CRM (Canada), Cirrus Shield (France), Zoho (Chennai), SAP (Germany), Hubspot (US) Unit4 (Netherlands), Cocomore (Switzerland), Curexus GmbH (Germany), ALISTON Consulting (France), Absys Cyborg (France), SugarCRM Inc. (US), Vtiger (India), Bexio (Switzerland), Bpm’Online (US), TYPO3 (Germany), and eWay CRM (US).
Microsoft is a provider of cloud-based CRM solutions for various verticals. The company’s product offerings for the nonprofit segment include Dynamics 365 for sales, Dynamics 365 for customer service, Dynamics 365 for field service, and Dynamics 365 for project service automation. It has 2 partners in the CRM market, namely, Insight Technology Solutions and Adobe. The key feature of the company’s products is that it can be integrated with third-party apps and systems, along with an offline access system. Some of the key clients of Microsoft in the nonprofit segment include Insight Technology Solutions and Adobe.
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Oracle is a provider of cloud-based CRM solutions for various verticals. The company’s product offerings for the nonprofit segment include CRM Free, CRM Analytics, Marketing Hub, and Sales Hub. Its product offerings for the education segment include Oracle CRM on demand, Siebel CRM support, PeopleSoft CRM, and CRM portal pack. The company has 3 partners in the CRM market, namely, Curexus GmbH, ec4u Expert Consulting AG, and Fellow Consulting AG. The key feature of the company’s products are that they can be integrated with the existing CRM infrastructure of a company. Diakonisches Werk is a prominent client of Oracle in the nonprofit segment.
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