[Rapport de recherche]La taille du marché de la gestion des communications client devrait passer de 1 325,6 millions de dollars américains en 2021 à 2 752,4 millions de dollars américains d'ici 2028 ; on estime qu'il augmentera à un TCAC de 11,4 % de 2022 à 2028.
La gestion des communications avec les clients permet aux organisations d'améliorer les communications avec les clients sur différents canaux. Il augmente l'efficacité de la communication et aide à trouver de meilleurs moyens d'engager les clients, d'améliorer leur stratégie de communication et de renforcer les relations avec les clients. L'adoption croissante des solutions et services CCM dans divers secteurs verticaux tels que l'informatique et les télécommunications, la vente au détail et le commerce électronique, la santé, la BFSI, les voyages et l'hôtellerie, le gouvernement et les services publics, stimule la croissance du marché CCM.
La demande croissante de fonctionnalités améliorées de marketing multicanal et de gestion de l'expérience client et l'utilisation croissante de l'analyse et de la mobilité pour la gestion des communications client sont parmi les facteurs clés de la croissance du marché de la gestion des communications client. L'intégration de la technologie de gestion des communications client basée sur le cloud apparaît comme une opportunité potentielle pour le marché de la gestion des communications client. En outre, l'adoption croissante de technologies avancées telles que le traitement du langage naturel pour une meilleure expérience client offre des perspectives de croissance lucratives pour le marché. Cependant, les synchronisations de données et la complexité des logiciels de gestion des communications client et les problèmes de sécurité de ces plates-formes intégrées entravent la croissance du marché de la gestion des communications client.
Insights stratégiques
Impact de la pandémie de COVID-19 sur le marché de la gestion des communications client
La pandémie de COVID-19 a profité à l'industrie des solutions de gestion des communications client (CCM). Les entreprises sont confrontées à de nouveaux défis en raison de la pandémie, et le développement des environnements de travail à distance a influencé positivement la dynamique du marché mondial. L'épidémie de COVID-19 a mis en évidence la nécessité pour les entreprises de divers secteurs d'adopter les technologies numériques et de tirer parti du potentiel du CCM en aidant les entreprises à structurer des documents et à gérer d'autres tâches telles que l'envoi d'offres, de factures et de relevés de compte sans avoir besoin de main-d'uvre. . Ainsi, la pandémie de COVID-19 a eu un impact positif sur la taille du marché de la gestion des communications client.
Régions lucratives pour le marché de la gestion des communications client
Aperçu du marché - Le marché de la gestion des communications client utilise de plus en plus l'analyse et la mobilité pour la gestion des communications client
L'analyse client comprend les informations et le comportement du client pour identifier, attirer et fidéliser les clients rentables. Les clients de l'ère numérique trouvent des produits répondant à leurs besoins ; par conséquent, le mode de paiement, la tendance d'achat, les préférences de style de vie et la marque souhaitée sont les principaux facteurs pris en compte par les outils d'analyse client pour comprendre les clients. Les outils de données d'analyse de la clientèle aident à acquérir et à fidéliser de futurs clients. Il identifie également les clients de grande valeur et suggère des moyens proactifs d'interagir avec eux. Ainsi, l'utilisation croissante de l'analyse pour CCM permet d'améliorer la communication client, ce qui stimule la dynamique du marché de la gestion des communications client. Selon la bibliothèque numérique ACM, 75 % de l'activité des téléspectateurs de Netflix est motivée par des recommandations, ce qui permet à l'entreprise d'économiser environ 1 milliard de dollars américains par an en se concentrant sur les clients les plus précieux. En outre, l'intérêt croissant pour les canaux numériques s'est accru en raison de l'évolution des préférences des consommateurs causée par la pandémie de COVID-19. En conséquence, diverses organisations se sont tournées vers les expériences client numériques. Par conséquent, pour augmenter la croissance de l'entreprise, plusieurs entreprises adoptent des outils d'analyse client, augmentant ainsi la demande de logiciels de gestion des communications client. Ainsi, cela soutient la croissance du marché de la gestion des communications client.
Aperçu du marché de la gestion des communications client basé sur les composants
La gestion des communications client analyse du marché par composant, le marché est segmenté en solution et service. Le segment des solutions représentait une plus grande part de marché de la gestion des communications client en 2021. L'adoption croissante des solutions CCM par divers secteurs, tels que la fabrication, l'informatique et les télécommunications et la vente au détail, pour améliorer l'expérience client et fidéliser le client, stimule la croissance du marché. pour le segment des solutions.
Insights sur le marché CCM basé sur le déploiement
L'analyse du marché de la gestion des communications client par déploiement, le marché est segmenté dans le cloud et sur site. Le segment basé sur le cloud représentait une part de marché plus importante en 2021. Les initiatives en cours pour intégrer la plate-forme basée sur le cloud avec les solutions CCM alimentent la croissance du marché pour le segment basé sur le cloud.
Aperçu du marché CCM basé sur la taille de l'entreprise
Selon la taille de l'entreprise, le marché est divisé en petites et moyennes entreprises et grandes entreprises. Le segment des grandes entreprises représentait une part de marché plus importante en 2021. La croissance du marché pour le segment des petites et moyennes entreprises est principalement attribuée à l'adoption croissante de la solution CCM par diverses industries pour maintenir l'engagement des clients via plusieurs canaux. Cela aide également à réduire les taux de désabonnement des clients, ce qui stimule la croissance du marché CCM.
Inspections du marché CCM basées sur l'industrie
Basées Dans l'industrie, le marché de la gestion des communications client est segmenté en BFSI, informatique et télécommunications, fabrication, vente au détail, énergie et services publics, gouvernement et autres. Le segment IT & Telecom représentait la plus grande part du marché en 2021. La croissance du marché pour le segment est principalement attribuée à l'adoption croissante de la solution CCM dans le secteur bancaire et des assurances pour améliorer la communication client. De plus, le marché du segment de la vente au détail devrait croître à un rythme plus rapide au cours de la période de prévision.
Les acteurs opérant sur le marché de la gestion des communications client se concentrent principalement sur le développement de solutions avancées et des produits efficaces.
- En janvier 2022, Quadrant Knowledge Solutions, une entreprise mondiale de recherche et de conseil, a reconnu Messagepoint comme SPARK Matrix Customer Communications Management (CCM) Leader technologique pour 2022.
- En avril 2021, Doxim, l'un des principaux fournisseurs de technologies de gestion des communications client (CCM) et d'engagement pour les marchés financiers et réglementés, a annoncé l'ajout de Doxim CCM Interactive Video à son entreprise plate-forme CCM de niveau supérieur.
Profil de l'entreprise
- Adobe Systems Inc.
- Canon Chypre
- Dell Technologies
- DocCentrics
- Hewlett Packard Enterprise Development LLC
- Newgen Software Technologies Limited
- Open Text Corporation
- Oracle Corporation
- Pitney Bowes Inc.
- Xerox Corporation
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 growing demand for enhanced functionalities of multi-channel-based marketing and customer experience management and the increasing usage of analytics and mobility for Customer Communications Management are the key factors attributable to the growth of the CCM market over the forecast period. The integration of cloud-based Customer Communications Management technology is emerging as a potential opportunity for the customer communications management market. Further, the growing adoption of advanced technologies such as natural language processing for better consumer experience offers lucrative growth prospects for the market. However, the data synchronizations and complexities in Customer.
The integration of cloud-based Customer Communications Management technology is emerging as a potential opportunity for the customer communications management market. Further, the growing adoption of advanced technologies such as natural language processing for better consumer experience offers lucrative growth prospects for the market.
North America dominated the Customer communications management Market in 2021. It is due to the increasing rate of adoption of numerous advanced technologies. The increasing use of cutting-edge technologies such as machine learning and industrial automation and growing digitalization across organizations are expected to boost the market growth in the region. Moreover, North America is becoming a hub for various industrial verticals, including IT & Telecom, healthcare, and energy & utilities. These industrial sectors have a large client base, which is expected to provide CCM providers with new lucrative opportunities.
The APAC area, on the other hand, is expected to develop at the quickest rate throughout the projection period. The growing economies such as India and China are encouraging several major players to enter the market and expand their global footprints, boosting the customer communication management market growth. Companies in this region are primarily deploying CCM solutions in their facilities to boost their client reach and retention. These factors are expected to support the regional market expansion during the forecast period.
Natural Language Processing (NLP) is a type of machine learning. It understands the words, sentences, and context of customer support queries. As a subset of artificial intelligence (AI), NLP interprets and analyzes customer’s verbal statements. AI-powered customer communications management platform can intelligently handle the complexity of structured, personalized, compliant omnichannel customer communications more effectively and efficiently. Further, machine learning is an effective way to achieve AI. ML-based tools help enterprises process customer data efficiently and generate highly personalized offers to fulfill customers' demands. A tool that integrates NLP into a CCM solution provides a remarkable customer experience.
Adobe, Capgemini, Crawford Technologies, Smart Communications, Cedar CX Technologies, Newgen Software Technologies Limited, Open Text Corporation, Oracle, Messagepoint, and Doxim Inc are the leading companies in the customer communications management market.
The List of Companies - Customer Communications Management Market
- Adobe
- Capgemini
- Crawford Technologies
- Smart Communications
- Cedar CX Technologies
- Newgen Software Technologies Limited
- Open Text Corporation
- Oracle
- Messagepoint
- Doxim Inc.
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.
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