Customer Communications Management Market Scope 2031
预计到 2031 年,客户通信管理市场规模将从 2023 年的 15.3 亿美元增至 38 亿美元。预计 2023-2031 年期间,市场复合年增长率将达到 12.1%。通过全渠道保持客户参与的客户通信管理 (CCM) 解决方案很可能仍是市场的主要趋势和驱动因素。
客户沟通管理市场分析
客户通信管理市场正在经历显著增长。这一增长归功于客户通信管理解决方案、通过全渠道保持客户参与度以及增加客户通信管理中分析和移动性的使用。
客户通信管理市场概览
诸如公用事业公司的账单或银行的信用卡账单之类的通信看似简单。实际上,它们的设计和交付却很复杂。它具有多种功能,例如来自客户关系管理 (CRM) 系统的客户数据、来自营销平台的营销信息、来自企业资源规划 (ERP) 系统的财务信息、来自数字资产管理平台 (DAM) 的品牌资产、来自法律系统的条款和条件等等。
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客户通信管理市场:
复合年增长率(2023 - 2031)12.1%- 2023 年市场规模
15.3 亿美元 - 2031年市场规模
38亿美元
市场动态
- 增加分析和移动技术在客户沟通管理中的应用以利于市场
- 预计在预测期内,自然语言处理技术的进步将推动市场发展,从而带来更好的客户体验。
- CCM 软件与基于云的应用程序的集成。
关键人物;主力;重要一员
- Adobe
- 凯捷
- 克劳福德科技
- 智能通信
- Cedar CX 技术
- 新创软件技术有限公司
- 开放文本公司
- 甲骨文
- 消息点
- 以及 Doxim Inc.
区域概况
- 北美
- 欧洲
- 亚太
- 南美洲和中美洲
- 中东和非洲
市场细分
- 解决方案与服务
- 基于云和本地
- 中小企业和大型企业
- 示例 PDF 通过定性和定量分析展示了内容结构和信息的性质。
客户通信管理市场驱动因素和机遇
增加分析和移动技术在客户沟通管理中的应用以利于市场
数据分析是收集、处理和分析数据以产生见解并为决策提供信息的过程。数据分析可以提供与行动不便的客户进行沟通和互动的有效方式。这些方式包括创建可访问和可用的内容和界面、根据客户数据个性化和定制产品和服务、在营销活动中代表行动不便的客户以及与他们建立信任和同理心。因此,在客户沟通管理中越来越多地使用分析和移动性正在推动客户沟通管理市场的发展。
CCM 软件与基于云的应用程序的集成。
近年来,由于技术进步以及客户期望和业务需求的变化,CaaS(通信即服务)也发生了变化。随着传统服务提供商越来越依赖技术,竞争格局正在迅速整合。从 CCM 到客户体验管理 (CXM) 演变的一个关键驱动因素是从本地软件安装转向基于云的解决方案。基于云的 CCM 软件具有多种优势,例如
- 敏捷性:任何团队都可在世界任何地方进行有效沟通,通过安全的客户通信,在客户需要的地点以客户需要的方式简化卓越客户体验的创造。
- 快速增加价值:基于云的解决方案能够在几天内改变客户体验,因此无需等待 12 到 18 个月才能获得价值。
客户通信管理市场报告细分分析
有助于得出客户通信管理市场分析的关键部分是组件、部署、企业规模和行业。
- 根据组件,客户通信管理市场分为解决方案和服务。预计解决方案部分将在预测期内占据相当大的市场份额。
- 根据部署情况,客户通信管理市场分为基于云和本地部署。预计基于云的部分将在预测期内占据相当大的市场份额。
- 根据企业规模,市场分为中小型企业和大型企业。预计中小型企业在预测期内将占据相当大的市场份额。
- 根据行业,市场分为 BFSI、IT 和电信、制造业、零售业、能源和公用事业、政府和其他行业。预计 IT 和电信行业在预测期内将占据相当大的市场份额。
按地区划分的客户通信管理市场份额分析
客户通信管理市场报告的地理范围主要分为五个地区:北美、亚太、欧洲、中东和非洲、南美和中美。
北美在客户通信管理市场中占据主导地位。北美地区各行业的高科技采用趋势推动了客户通信管理市场的增长。数字工具的采用率提高和政府机构在技术方面的高投入等因素预计将推动北美客户通信管理市场的增长。此外,美国和加拿大等发达经济体高度重视研发,这迫使北美参与者将技术先进的解决方案引入市场。此外,美国拥有大量客户通信管理市场参与者,他们越来越专注于开发创新解决方案。所有这些因素都促进了该地区客户通信管理市场的增长。
客户通信管理市场报告范围
报告属性 | 细节 |
---|---|
2023 年的市场规模 | 15.3亿美元 |
2031 年市场规模 | 38亿美元 |
全球复合年增长率(2023 - 2031) | 12.1% |
历史数据 | 2021-2022 |
预测期 | 2024-2031 |
涵盖的领域 | 按组件
|
覆盖地区和国家 | 北美
|
市场领导者和主要公司简介 |
|
- 示例 PDF 通过定性和定量分析展示了内容结构和信息的性质。
客户通信管理市场新闻和最新发展
客户沟通管理市场通过收集一手和二手研究后的定性和定量数据进行评估,其中包括重要的公司出版物、协会数据和数据库。以下列出了客户沟通管理市场的一些发展情况:
- 全球企业软件产品和服务公司 Intense Technologies Limited 宣布,其屡获殊荣的客户通信管理 (CCM) 解决方案 UniServeTM 360 已正式在 AWS Marketplace 上线,用于 SAAS 交易,这是该公司取得的一项里程碑式成就。(来源:Intense Technologies Limited,公司网站,2024 年 1 月)
- Doxim 是服务于金融和受监管市场的领先客户沟通管理 (CCM) 和互动技术提供商之一,该公司宣布推出一款用于客户沟通管理 (CCM) 的综合投资回报率分析计算器。(来源:Doxim,公司网站,2021 年 4 月)
客户通信管理市场报告范围和交付成果
“客户通信管理市场规模和预测(2021-2031)”报告对市场进行了详细分析,涵盖以下领域:
- 范围内涵盖的所有主要细分市场的客户通信管理市场规模和全球、区域和国家层面的预测
- 客户沟通管理市场趋势以及市场动态,如驱动因素、限制因素和关键机遇
- 详细的 PEST/波特五力分析和 SWOT 分析
- 客户沟通管理市场分析涵盖主要市场趋势、全球和区域框架、主要参与者、法规和最新市场发展
- 行业格局和竞争分析,涵盖市场集中度、热图分析、知名参与者以及客户通信管理市场的最新发展
- 详细的公司简介
Report Coverage
Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends
Segment Covered
This text is related
to segments covered.
Regional Scope
North America, Europe, Asia Pacific, Middle East & Africa, South & Central America
Country Scope
This text is related
to country scope.
Frequently Asked Questions
The global customer communications management market is expected to reach US$ 3.80 billion by 2031.
The expected CAGR of the customer communications management market is 12.1%.
The key players holding majority shares in the global customer communications management market are Adobe, Capgemini, Crawford Technologies, Smart Communications, Cedar CX Technologies, Newgen Software Technologies Limited, Open Text Corporation, Oracle, Messagepoint, and Doxim Inc.
Technological advancement in natural language processing for better customer experience is anticipated to drive the market in the forecast period.
Customer communication management (CCM) solutions maintain customer engagement through omnichannel are some of the factors driving the customer communications management market.
North America is anticipated to dominate the customer communications management market in 2023.
The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.
- Data Collection and Secondary Research:
As a market research and consulting firm operating from a decade, we have published and advised several client across the globe. First step for any study will start with an assessment of currently available data and insights from existing reports. Further, historical and current market information is collected from Investor Presentations, Annual Reports, SEC Filings, etc., and other information related to company’s performance and market positioning are gathered from Paid Databases (Factiva, Hoovers, and Reuters) and various other publications available in public domain.
Several associations trade associates, technical forums, institutes, societies and organization are accessed to gain technical as well as market related insights through their publications such as research papers, blogs and press releases related to the studies are referred to get cues about the market. Further, white papers, journals, magazines, and other news articles published in last 3 years are scrutinized and analyzed to understand the current market trends.
- Primary Research:
The primarily interview analysis comprise of data obtained from industry participants interview and answers to survey questions gathered by in-house primary team.
For primary research, interviews are conducted with industry experts/CEOs/Marketing Managers/VPs/Subject Matter Experts from both demand and supply side to get a 360-degree view of the market. The primary team conducts several interviews based on the complexity of the markets to understand the various market trends and dynamics which makes research more credible and precise.
A typical research interview fulfils the following functions:
- Provides first-hand information on the market size, market trends, growth trends, competitive landscape, and outlook
- Validates and strengthens in-house secondary research findings
- Develops the analysis team’s expertise and market understanding
Primary research involves email interactions and telephone interviews for each market, category, segment, and sub-segment across geographies. The participants who typically take part in such a process include, but are not limited to:
- Industry participants: VPs, business development managers, market intelligence managers and national sales managers
- Outside experts: Valuation experts, research analysts and key opinion leaders specializing in the electronics and semiconductor industry.
Below is the breakup of our primary respondents by company, designation, and region:
Once we receive the confirmation from primary research sources or primary respondents, we finalize the base year market estimation and forecast the data as per the macroeconomic and microeconomic factors assessed during data collection.
- Data Analysis:
Once data is validated through both secondary as well as primary respondents, we finalize the market estimations by hypothesis formulation and factor analysis at regional and country level.
- Macro-Economic Factor Analysis:
We analyse macroeconomic indicators such the gross domestic product (GDP), increase in the demand for goods and services across industries, technological advancement, regional economic growth, governmental policies, the influence of COVID-19, PEST analysis, and other aspects. This analysis aids in setting benchmarks for various nations/regions and approximating market splits. Additionally, the general trend of the aforementioned components aid in determining the market's development possibilities.
- Country Level Data:
Various factors that are especially aligned to the country are taken into account to determine the market size for a certain area and country, including the presence of vendors, such as headquarters and offices, the country's GDP, demand patterns, and industry growth. To comprehend the market dynamics for the nation, a number of growth variables, inhibitors, application areas, and current market trends are researched. The aforementioned elements aid in determining the country's overall market's growth potential.
- Company Profile:
The “Table of Contents” is formulated by listing and analyzing more than 25 - 30 companies operating in the market ecosystem across geographies. However, we profile only 10 companies as a standard practice in our syndicate reports. These 10 companies comprise leading, emerging, and regional players. Nonetheless, our analysis is not restricted to the 10 listed companies, we also analyze other companies present in the market to develop a holistic view and understand the prevailing trends. The “Company Profiles” section in the report covers key facts, business description, products & services, financial information, SWOT analysis, and key developments. The financial information presented is extracted from the annual reports and official documents of the publicly listed companies. Upon collecting the information for the sections of respective companies, we verify them via various primary sources and then compile the data in respective company profiles. The company level information helps us in deriving the base number as well as in forecasting the market size.
- Developing Base Number:
Aggregation of sales statistics (2020-2022) and macro-economic factor, and other secondary and primary research insights are utilized to arrive at base number and related market shares for 2022. The data gaps are identified in this step and relevant market data is analyzed, collected from paid primary interviews or databases. On finalizing the base year market size, forecasts are developed on the basis of macro-economic, industry and market growth factors and company level analysis.
- Data Triangulation and Final Review:
The market findings and base year market size calculations are validated from supply as well as demand side. Demand side validations are based on macro-economic factor analysis and benchmarks for respective regions and countries. In case of supply side validations, revenues of major companies are estimated (in case not available) based on industry benchmark, approximate number of employees, product portfolio, and primary interviews revenues are gathered. Further revenue from target product/service segment is assessed to avoid overshooting of market statistics. In case of heavy deviations between supply and demand side values, all thes steps are repeated to achieve synchronization.
We follow an iterative model, wherein we share our research findings with Subject Matter Experts (SME’s) and Key Opinion Leaders (KOLs) until consensus view of the market is not formulated – this model negates any drastic deviation in the opinions of experts. Only validated and universally acceptable research findings are quoted in our reports.
We have important check points that we use to validate our research findings – which we call – data triangulation, where we validate the information, we generate from secondary sources with primary interviews and then we re-validate with our internal data bases and Subject matter experts. This comprehensive model enables us to deliver high quality, reliable data in shortest possible time.