[Rapporto di ricerca] Si prevede che le dimensioni del mercato della gestione delle comunicazioni con i clienti cresceranno da 1.325,6 milioni di dollari nel 2021 a 2.752,4 milioni di dollari entro il 2028; si stima che crescerà a un CAGR dell'11,4% dal 2022 al 2028.
La gestione delle comunicazioni con i clienti consente alle organizzazioni di migliorare le comunicazioni con i clienti attraverso vari canali. Aumenta l'efficienza della comunicazione e aiuta a trovare modi migliori per coinvolgere i clienti, migliorare la loro strategia di comunicazione e rafforzare le relazioni con i clienti. La crescente adozione di soluzioni e servizi CCM in vari settori verticali come IT & telecomunicazioni, vendita al dettaglio e e-commerce, assistenza sanitaria, BFSI, viaggi e viaggi settore alberghiero, pubblica amministrazione e servizi di pubblica utilità stanno guidando la crescita del mercato CCM.
La crescente domanda di funzionalità avanzate di marketing multicanale e di gestione dell'esperienza del cliente e il crescente utilizzo di analisi e mobilità per la gestione delle comunicazioni con i clienti sono tra i fattori chiave che guidano la crescita del mercato della gestione delle comunicazioni con i clienti. L'integrazione della tecnologia di gestione delle comunicazioni con i clienti basata su cloud sta emergendo come una potenziale opportunità per il mercato della gestione delle comunicazioni con i clienti. Inoltre, la crescente adozione di tecnologie avanzate come l’elaborazione del linguaggio naturale per una migliore esperienza del consumatore offre prospettive di crescita redditizie per il mercato. Tuttavia, le sincronizzazioni dei dati e le complessità nel software di gestione delle comunicazioni con i clienti e i problemi di sicurezza di tali piattaforme integrate stanno ostacolando la crescita del mercato della gestione delle comunicazioni con i clienti.
Approfondimenti strategici
Impatto della pandemia di COVID-19 sul mercato della gestione delle comunicazioni con i clienti
La pandemia di COVID-19 ha apportato vantaggi al settore delle soluzioni di gestione delle comunicazioni con i clienti (CCM). Le aziende si trovano ad affrontare nuove sfide a causa della pandemia e lo sviluppo di ambienti di lavoro a distanza ha influenzato positivamente le dinamiche del mercato globale. L’epidemia di COVID-19 ha evidenziato la necessità per le aziende di vari settori di adottare tecnologie digitali e sfruttare il potenziale del CCM aiutando le aziende a strutturare documenti e gestire altre attività come l’invio di offerte, fatture ed estratti conto senza la necessità di forza lavoro . Pertanto, la pandemia COVID-19 ha avuto un impatto positivo sulle dimensioni del mercato Gestione delle comunicazioni con i clienti.
Regioni redditizie per il mercato della gestione delle comunicazioni con i clienti
Approfondimenti di mercato: – Mercato della gestione delle comunicazioni con i clienti
Uso crescente dell'analisi e della mobilità per la gestione delle comunicazioni con i clienti
L'analisi dei clienti include le informazioni e il comportamento del cliente per identificare, attrarre e fidelizzare clienti redditizi. I clienti nell’era digitale trovano prodotti che soddisfano le loro esigenze; pertanto, la modalità di pagamento, la tendenza di acquisto, le preferenze di stile di vita e il marchio desiderato sono i principali fattori presi in considerazione dagli strumenti di analisi dei clienti per comprendere i clienti. Gli strumenti di dati di analisi dei clienti aiutano ad acquisire e fidelizzare i futuri clienti. Identifica inoltre i clienti di alto valore e suggerisce modi proattivi per interagire con loro. Pertanto, il crescente utilizzo dell’analisi per CCM consente una migliore comunicazione con i clienti, che sta guidando le dinamiche del mercato della gestione delle comunicazioni con i clienti. Secondo la ACM Digital Library, il 75% dell'attività degli spettatori di Netflix è guidata da consigli, il che fa risparmiare all'azienda circa 1 miliardo di dollari all'anno concentrandosi sui clienti di maggior valore. Inoltre, il crescente interesse per i canali digitali è aumentato a causa del cambiamento delle preferenze dei consumatori causato dalla pandemia di COVID-19. Di conseguenza, diverse organizzazioni hanno spostato la loro attenzione sulle esperienze digitali dei clienti. Pertanto, per aumentare la crescita del business, diverse aziende stanno adottando strumenti di analisi dei clienti, aumentando la domanda di software di gestione delle comunicazioni con i clienti. Pertanto, ciò supporta la crescita del mercato della gestione delle comunicazioni dei clienti.
Approfondimenti sul mercato della gestione delle comunicazioni dei clienti basata sui componenti
L'analisi del mercato della gestione delle comunicazioni dei clienti per componente, il mercato è segmentato in soluzioni e servizio. Il segmento delle soluzioni ha rappresentato una quota di mercato maggiore per la gestione delle comunicazioni con i clienti nel 2021. La crescente adozione di soluzioni CCM da parte di vari settori, come produzione, IT & telecomunicazioni e vendita al dettaglio, per migliorare l'esperienza del cliente e fidelizzarlo sta guidando la crescita del mercato per il segmento delle soluzioni.
Approfondimenti di mercato CCM basati sulla distribuzione
L'analisi di mercato della gestione delle comunicazioni con i clienti in base alla distribuzione, il mercato è segmentato in basato su cloud e on-premise. Il segmento basato sul cloud ha rappresentato una quota di mercato maggiore nel 2021. Le iniziative in corso per l'integrazione della piattaforma basata sul cloud con le soluzioni CCM alimentano la crescita del mercato per il segmento basato sul cloud.
CCM basato sulle dimensioni aziendali Analisi di mercato
In base alle dimensioni dell'impresa, il mercato è suddiviso in piccole e grandi aziende. medie imprese e grandi imprese. Il segmento delle grandi imprese ha rappresentato una quota di mercato maggiore nel 2021. La crescita del mercato per le piccole e medie imprese. Il segmento delle medie imprese è principalmente attribuito alla crescente adozione della soluzione CCM da parte di vari settori per mantenere il coinvolgimento dei clienti attraverso più canali. Aiuta inoltre a ridurre il tasso di abbandono dei clienti, che sta guidando la crescita del mercato CCM.
Approfondimenti sul mercato CCM basati sul settore
In base al settore, il mercato della gestione delle comunicazioni con i clienti è segmentato in BFSI , IT e telecomunicazioni, produzione, vendita al dettaglio, energia e telecomunicazioni. servizi pubblici, governo e altri. Il programma IT & Il segmento delle telecomunicazioni ha rappresentato la quota maggiore del mercato nel 2021. La crescita del mercato per il segmento è principalmente attribuita alla crescente adozione della soluzione CCM nel settore bancario e assicurativo per migliorare la comunicazione con i clienti. Inoltre, si prevede che il mercato per il segmento al dettaglio crescerà a un ritmo più rapido durante il periodo di previsione.
Gli attori che operano nella gestione delle comunicazioni con i clienti sono focalizzati principalmente sullo sviluppo di prodotti avanzati ed efficienti.
- Nel gennaio 2022, Quadrant Knowledge Solutions, un'azienda di ricerca e consulenza a livello mondiale, ha riconosciuto Messagepoint come SPARK Matrix Customer Communications Management (CCM) Leader tecnologico per il 2022.
- Nell'aprile 2021, Doxim, fornitore leader di tecnologie di gestione delle comunicazioni con i clienti (CCM) e di coinvolgimento per i mercati finanziari e regolamentati, ha annunciato l'aggiunta di Doxim CCM Interactive Video al suo CCM di livello aziendale. piattaforma.
Profilo aziendale
- Adobe Systems Inc.
- Canon Cipro
- 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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