全球顧客服務市場：市場分析

Customer Care Market Review

出版商	Analysys Mason
出版日期	2009年10月	商品編碼	102015
內容資訊	英文 48 pages
價格	US $ 5337 PDF by E-mail (Single User License)

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全球顧客服務市場：市場分析 是由出版商Analysys Mason在2009年10月所出版的。這份英文市場調查報告書包含48 pages 價格從美金5337起跳。

Customer care spending growth, although moderated greatly by general economic conditions in 2009- 2010, is projected to be less affected than OSSs. Growth will continue in 2011 at rates close to those in 2007, driven by the need of communications service providers (CSPs) in mature markets to implement, market, sell and support increasingly complex services and service bundles and by competitive growth and maturation of the emerging market CSPs, especially in mobile segments.

This report provides a detailed five-year forecast for customer relationship management (CRM), subscriber management and customer interaction systems by service: mobile, residential broadband, business services and PSTN, further broken down by region: North America; Central and Latin America; Europe, the Middle East and Africa; and the Asia- Pacific region. The report includes market shares of the leading suppliers overall and in each of the application segments and an analysis of the market drivers and inhibitors for growth of all segments.

The report addresses the important questions:

What technologies and services will affect investments in the customer care market?
How is the supplier landscape changing and who is best positioned in each segment?
What impact will the global recession have on customer care spending?
How will the maturation of developing markets affect the customer care market?
What should suppliers do to optimise their positions?

The report includes tables comparing 50 suppliers. The leading suppliers ‘market shares are provided for the overall customer care market, as well as for each of the subsegments.

This 48-page report is an excellent source of market intelligence for CSPs, network equipment and software suppliers, systems integrators, venture capitalists, private equity firms and financial analysts.

Table of contents
- List of figures
- List of tables

Executive summary
- Customer relationship management
- Subscriber management
- Customer interaction

Overall market share
- Products and services market share
  - SAP
- Product market shares
- Services market share

Overall forecast
- Application segments
- Forecast by communications service
- Forecast by region

CRM
- Market share
- Forecast
- Forecast by communications service
- Forecast by region

Subscriber management
- Market share
- Forecast
- Forecast by communications service
- Forecast by region

Customer interaction
- Market share
- Forecast
- Forecast by communications service
- Forecast by region

Drivers and inhibitors
- Business drivers
- Business inhibitors
- Drivers
  - Competition in mature markets
  - Emerging markets with high, predominately pre-paid, subscriber growth
  - Content services
  - Customer self-care
  - Subscriber personalization
  - Service convergence
- Inhibitors
  - Worldwide economic conditions
  - Regulation
  - Subscriber saturation
- Infrastructure drivers
- Infrastructure Inhibitors
- Drivers
  - Platform integration
- Inhibitors
  - IT cost reduction
  - In-house built systems
  - Legacy environments

Business environment
Market definition
- Customer relationship management
- Subscriber management
- Customer interaction
M&A in customer care
Customer care vendors
- Key vendor profiles
  - Amdocs
  - AsiaInfo
  - ATG
  - Avaya
  - BroadVision
  - CBOSS
  - Convergys
  - Comverse
  - CSG
  - Ericsson
  - Genesys
  - Infor
  - Intec
  - Microsoft
  - Oracle
  - salesforcecom
- SAP
- Comparison of customer care vendors

Recommendations
- Recommendations for CSPs
  - Mobile CSPs in emerging markets
  - Mobile CSPs in mature markets
  - Wireline CSPs
  - New technologies for all CSPs
- Recommendations for vendors

List of figures

Figure 1: Global customer care forecast
Figure 2: Global customer care market share
Figure 3: Customer care product revenue market share
Figure 4: Customer care professional services market share
Figure 5: 2008-2013 Customer care forecast
Figure 6: 2008-2013 Customer care application segments forecast
Figure 7: 2008-2013 Customer care forecast by communications service
Figure 8: 2008-2013 Customer care forecast by region
Figure 9: CRM market share
Figure 10: 2008-2013 CRM forecast
Figure 11: 2008-2013 CRM forecast by communications service
Figure 12: 2008-2013 CRM forecast by region
Figure 13: Subscriber management market share
Figure 14: 2008-2013 Subscriber management forecast
Figure 15: 2008-2013 Subscriber management forecast by communications service
Figure 16: 2008-2013 Subscriber management forecast by region
Figure 17: Customer interaction market share
Figure 18: 2008-2013 Customer interaction forecast
Figure 19: 2008-2013 Customer interaction forecast by communications service
Figure 20: 2008-2013 Customer interaction forecast by region
Figure 21 Analysys Mason supplier market segmentation
Figure 22 Interaction of customer care with billing, real-time charging, SDP, and service fulfillment
Figure 23 CRM functions
Figure 24: Subscriber management functions
Figure 25 Customer interaction functions