Customer Communications Management Market Report by Size & Share 2028

Customer Communications Management Market Forecast to 2028 - COVID-19 Impact and Global Analysis By Component (Solution and Service), Deployment (Cloud-Based and On Premise), Enterprise Size (Small & Medium-Size Enterprises and Large Enterprises), and Industry (BFSI, IT and Telecom, Manufacturing, Retail, Energy & Utilities, Government, and Others)

Publication Month : May 2022

  • Report Code : TIPRE00007182
  • Category : Technology, Media and Telecommunications
  • Status : Published
  • No. of Pages : 191
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[Research Report] The customer communications management market size is expected to grow from US$ 1,325.6 million in 2021 to US$ 2,752.4 million by 2028; it is estimated to grow at a CAGR of 11.4% from 2022 to 2028.

Customer communications management enables organizations to improve customer communications across various channels. It increases communication efficiency and helps find better ways to engage customers, improve their communication strategy, and strengthen customer relationships. The growing adoption of CCM solutions and services in various verticals such as IT & telecom, retail & e-commerce, healthcare, BFSI, travel & hospitality, government, and utilities, is driving the CCM market growth.

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 among the key factors driving the growth of the customer communications management market. 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 Communications Management software and security issues of such integrated platforms are hampering the customer communications management market growth.

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Customer Communications Management Market: Strategic Insights

Market Size Value inUS$ 1,325.6 Million in 2021
Market Size Value byUS$ 2,752.4 Million by 2028
Growth rateCAGR of 11.4% from 2022 to 2028
Forecast Period2022-2028
Base Year2021
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Impact of COVID-19 Pandemic on Customer Communications Management Market


The COVID-19 pandemic has benefited the industry for customer communications management (CCM) solutions. Businesses are facing new challenges due to the pandemic, and the development of remote work environments has positively influenced the global market dynamics. The COVID-19 outbreak has highlighted the necessity for businesses in various industries to adopt digital technologies and leverage the potential of CCM by helping companies to structure documents and manage other tasks such as sending offers, bills, and account statements without the need for a workforce. Thus, the COVID-19 pandemic positively impacted the customer communications management market size.

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Market Insights – Customer Communications Management Market
Increasing Usage of Analytics and Mobility for Customer Communications Management

Customer analytics includes the information and behavior of the customer to identify, attract and retain profitable customers. Customers in the digital era find products fulfilling their needs; therefore, the paying mode, purchasing trend, lifestyle preferences, and desired brand are the major factors catered by the customer analytics tools to understand customers. The customer analytics data tools help acquire and retain future customers. It also identifies high-value customers and suggests proactive ways to interact with them. Thus, increasing usage of analytics for CCM enables improved customer communication, which is driving the customer communications management market dynamics. As per the ACM Digital Library, 75% of Netflix viewer activity is driven by recommendations, which saves the company an estimated ~US$ 1 billion per year through focusing on most valuable customers. Further, growing interest in digital channels has increased due to changing consumer preferences caused by the COVID-19 pandemic. As a result, various organizations have switched their focus to digital customer experiences. Hence, to augment the business growth, several companies are adopting customer analytics tools, increasing the demand for Customer Communications Management software. Thus, this is supporting the customer communications management market growth.

Component-Based Customer Communications Management Market Insights

The customer communications management market analysis by component, the market is segmented into solution and service. The solution segment accounted for a larger customer communications management market share in 2021. The growing adoption of CCM solutions by various industries, such as manufacturing, IT & telecom, and retail, to improve the customer experience and retain the customer is driving the market growth for the solution segment.

Deployment-Based CCM Market Insights

The customer communications management market analysis by deployment, the market is segmented into cloud-based and on premise. The cloud-based segment accounted for a larger market share in 2021. Ongoing initiatives for integrating the cloud-based platform with the CCM solutions fuel the market growth for the cloud-based segment.

Enterprise Size-Based CCM Market Insights

By enterprise size, the market is bifurcated into small & medium enterprises and large enterprises. The large enterprises segment accounted for a larger market share in 2021. The market growth for the small & medium enterprises segment is primarily attributed to the growing adoption of CCM solution by various industries to keep customer engagement through multiple channels. It also helps in reducing customer churn rates, which is driving the CCM market growth.

Industry-Based CCM Market Insights

Based on industry, the customer communications management market is segmented into BFSI, IT and telecom, manufacturing, retail, energy & utilities, government, and others. The IT & Telecom segment accounted for the largest share of the market in 2021. The market growth for the segment is primarily attributed to the growing adoption of CCM solution in banking and insurance sector to enhance the customer communication. Moreover, the market for the retail segment is projected to grow at a faster pace during the forecast period.

Players operating in the customer communications management  market are mainly focused on the development of advanced and efficient products.

  • In January 2022, Quadrant Knowledge Solutions, a worldwide research and consulting business, recognized Messagepoint as a SPARK Matrix Customer Communications Management (CCM) Technology Leader for 2022.
  • In April 2021, Doxim, a leading customer communications management (CCM) and engagement technology supplier for financial and regulated markets, announced the addition of Doxim CCM Interactive Video to its enterprise-grade CCM platform.

Company Profiled

  • Adobe Systems Inc.
  • Canon Cyprus
  • Dell Technologies
  • DocCentrics
  • Hewlett Packard Enterprise Development LLC
  • Newgen Software Technologies Limited
  • Open Text Corporation
  • Oracle Corporation
  • Pitney Bowes Inc.
  • Xerox Corporation
Report Coverage
Report Coverage

Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends

Segment Covered
Segment Covered

Component, Deployment, Enterprise Size, and Industry

Regional Scope
Regional Scope

North America, Europe, Asia Pacific, Middle East & Africa, South & Central America

Country Scope
Country Scope

Argentina, Australia, Brazil, Canada, China, France, Germany, India, Italy, Japan, Mexico, Russian Federation, Saudi Arabia, South Africa, South Korea, United Arab Emirates, United Kingdom, United States

Frequently Asked Questions

What are reasons behind Customer communications management market growth?

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.

What are market opportunities for Customer communications management market?

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.

Which region to dominate the Customer communications management market in the forecast period?

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.

Which is the fastest growing region in the Customer communications management market during forecast period?

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.

What are the future trend for Customer communications management market?

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.

Who are the major vendors in the Customer communications management market?

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

  1. Adobe
  2. Capgemini
  3. Crawford Technologies
  4. Smart Communications
  5. Cedar CX Technologies
  6. Newgen Software Technologies Limited
  7. Open Text Corporation
  8. Oracle
  9. Messagepoint
  10. Doxim Inc.

The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.

  1. Data Collection and Secondary Research:

As a market research and consulting firm operating from a decade, we have published many reports and advised several clients 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 organizations 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 the last 3 years are scrutinized and analyzed to understand the current market trends.

  1. 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/Sales 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:

Research Methodology

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.

  1. 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.

  • 3.1 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.

  • 3.2 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.

  • 3.3 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.

  • 3.4 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.

  1. 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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