United Kingdom CRM Software Market Size, Share, and COVID-19 Impact Analysis, By Solution (Customer Service, Customer Experience Management, Analytics, Marketing Automation, Salesforce Automation, Social Media Monitoring, and Others), By End Use (BFSI, Retail, Healthcare, Telecom & IT, Discrete Manufacturing, Government & Education, and Others), and UK CRM Software Market Insights, Industry Trend, Forecasts to 2035

United Kingdom CRM Software Market Forecasts to 2035

• The United Kingdom CRM Software Market Size Was Estimated at USD 2.82 Billion in 2024
• The UK CRM Software Market Size is Expected to Grow at a CAGR of around 9.09% from 2025 to 2035
• The UK CRM Software Market Size is Expected to Reach USD 7.34 Billion by 2035

According to a research report published by Spherical Insights & Consulting, The UK CRM Software Market Size is anticipated to reach USD 7.34 Billion by 2035, Growing at a CAGR of 9.09% from 2025 to 2035. The main drivers of market growth are ongoing trends like hyper-personalization of customer service, automation, and artificial intelligence (AI), and the use of strong social media customer service, which can lower costs, speed up response times, boost customer satisfaction, and increase the use of CRM platforms across industries.

Market Overview

The UK CRM software market refers to a simplified customer service because it allows agents to have access to detailed data regarding each customer, enabling them to resolve issues quickly and consistently enhance the customer experience. This can create satisfied customers, increase retention, and improve service delivery processes across multiple channels for businesses.

The UK CRM software Market is rapidly changing, powered by the demand for personalized customer experiences and increased e-commerce. Businesses are using CRM software to optimize marketing strategies and strengthen customer relationships. In addition, given the need to comply with data privacy regulations like the GDPR, organizations are being forced to adopt secure solutions. Cloud-based CRM is also gaining momentum as companies tend to prefer the scalability and access to data remotely. AI and machine learning are enhancing automation, customer insights, and analytics with chatbot-type technology. Finally, there is an increasing rate of adoption of the CRM within SMEs, which are focused more on the increased growth, focused on improving management of customer interactions. Government activities, including partnerships, collaborations, and memoranda of understanding, are responsible for the expansion of the customer relationship management (CRM) market in the United Kingdom. For example, Salesforce and Crown Commercial Service inked a new Memorandum of Understanding (MoU) in October 2022 that will last for a year. Under the new agreement, all eligible public sector clients will be able to take advantage of Salesforce's base pricing and discounts.

Report Coverage

This research report categorizes the market for the UK CRM software market based on various segments and regions and forecasts revenue growth and analyses trends in each submarket. The report analyses the key growth drivers, opportunities, and challenges influencing the United Kingdom CRM software market. Recent market developments and competitive strategies such as expansion, product launch, and development, partnership, merger, and acquisition have been included to draw the competitive landscape in the market. The report strategically identifies and profiles the key market players and analyses their core competencies in each sub-segment of the United Kingdom CRM software market.

Driving Factors

The UK market for CRM software is expanding rapidly due to the Increased adoption of cloud-based solutions that provide more flexibility and scalability will drive this growth. Major players, including Microsoft Dynamics and Salesforce, are to focus on customer engagement via cloud CRM solutions. Companies are now investing in CRM solutions that are user-friendly, such as HubSpot and Zoho, which have been formed via the increasing demand for tailored customer experiences. The push for digital transformation has accelerated the adaptive process, with existing companies like SAP integrating CRM solution systems to bring customer data together. The market for CRM software is being further accelerated by the expansion of AI and machine learning, as organisations seek automation and intelligent analytics to improve customer engagement and retention.

Restraining Factors

The data privacy challenges and strict regulatory compliance, such as GDPR, are the main inhibitors in the UK CRM Software Market. In addition to these issues, small companies may be deterred from purchasing or using CRM solutions, in that they may find them hard to understand and the startup costs too high. These factors hamper the CRM software market during the forecast period.

Market Segmentation

The United Kingdom CRM software market share is classified into solution and end use.

• The customer service segment held the largest market share in 2024 and is expected to grow at a significant CAGR during the forecast period.

The United Kingdom CRM software market is segmented by solution into customer service, customer experience management, analytics, marketing automation, salesforce automation, social media monitoring, and others. Among these, the customer service segment held the largest market share in 2024 and is expected to grow at a significant CAGR during the forecast period. the expanding need for CRM software, the significance of comprehending consumer behaviour and preferences, and the encouragement of companies and organisations to keep using CRM strategies in order to provide the finest service performance in real-time. Additionally, consumers' increasing usage of digital channels to interact with brands and organisations through artificial intelligence and its applications is anticipated to spur growth throughout the forecast period.  

• The retail segment held the highest revenue market share in 2024 and is expected to grow at a significant CAGR during the forecast period.

The United Kingdom CRM software market is segmented by end use into BFSI, retail, healthcare, telecom & it, discrete manufacturing, government & education, and others. Among these, the retail segment held the highest revenue market share in 2024 and is expected to grow at a significant CAGR during the forecast period. To better understand business growth, market trends, and customer experience, these retail organisations are turning to CRM software and solutions. Additionally, the market's expansion during the projected period is driven by a growing emphasis on digital marketing initiatives and tailored, cutting-edge IT solutions. Over the course of the forecast period, the market's expansion is anticipated to be driven by these improvements in the retail segment. Additionally, customer relationship management is becoming more and more popular in the travel, hotel, and hospitality sectors.

Competitive Analysis:

The report offers the appropriate analysis of the key organisations/companies involved within the United Kingdom CRM software market and a comparative evaluation primarily based on their product offering, business overviews, geographic presence, enterprise strategies, segment market share, and SWOT analysis. The report also provides an elaborate analysis focusing on the current news and developments of the companies, which includes product development, innovations, joint ventures, partnerships, mergers & acquisitions, strategic alliances, and others. This allows for the evaluation of the overall competition within the market.

List of Key Companies

• HubSpot
• SugarCRM
• Salesforce
• Zoho
• Pipedrive
• Keap
• SAP
• Sage
• Freshworks
• Nimble
• Insightly
• Microsoft
• Zendesk
• Oracle
• Adobe
• Others

Key Target Audience

• Investors
• Market players
• End-users
• Government Authorities
• Consulting and Research Firm
• Venture capitalists
• Value-Added Resellers (VARs)

Market Segment

This study forecasts revenue at United Kingdom, regional, and country levels from 2020 to 2035. Spherical Insights has segmented the United Kingdom CRM software market based on the below-mentioned segments:

United Kingdom CRM Software Market, By Solution

• Customer Service
• Customer Experience Management
• Analytics
• Marketing Automation
• Salesforce Automation
• Social Media Monitoring
• Others

United Kingdom CRM Software Market, By End Use

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