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市場調查報告書

客戶經驗監測的全球市場

Customer Experience Monitoring

出版商 Global Industry Analysts, Inc. 商品編碼 285004
出版日期 內容資訊 英文 178 Pages
商品交期: 最快1-2個工作天內
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客戶經驗監測的全球市場 Customer Experience Monitoring
出版日期: 2015年03月01日 內容資訊: 英文 178 Pages
簡介

本報告以客戶經驗監測(CEM)的全球市場進行為主題,提供其他各產品區隔分析,美國、加拿大、日本、歐洲、亞太地區及其他地區等,每個地區的綜合分析,以及2014年到2020年各年的實際成果/估計及預測,和這些市場過去5年的分析、49家主要企業及利基企業簡介彙整。

第1章 簡介、調查方法、產品定義

  • 調查的可靠性和報告的規定
  • 免責聲明
  • 資料的解釋和報告的層級
    • 定量技術及分析法
  • 產品的定義和調查範圍

第2章 摘要整理

  • 產業概要
    • 終端用戶體驗監測 - 氣勢漸增
    • 增加的Web性能監測的需求
    • 電訊的客戶經驗監測(CEM)的重要性高漲
    • 現在及未來分析
  • 產業的概況及趨勢
    • 市場方案
    • CEM市場見證大幅度的成長
    • CEM成為強化顧客忠誠度和提高盈利的工具
    • CEM的演進
    • 透過關鍵實踐企業將從CEM得到最大的利益
    • 資料轉換為動作的管理工具的整合
    • 以與客戶對話的診斷為焦點
    • 組織全體共享客戶報告
    • 多樣化資料、來源的整合
    • 麻煩及非結構化回饋的監測
    • 顧客反饋迴路的封閉
    • 獎勵顧客透過對話調查參加
    • 為了CEM整合社群媒體
    • 連結品牌體驗與顧客回饋
    • 社群媒體對提高顧客體驗的影響
    • 電訊領域客戶為了維繫和獲得客戶注意CEM
    • 產生出傳統銷售額的方法為讓路給電訊的客戶經驗管理
    • 很多可利用技術還不完全
    • 可群組化的電訊領域CEM解決方案
    • 網路探針在電訊產業失去光輝
    • 行動網際網路的流量增加產生新的分析解決方案
    • 網站和網站應用的體驗監測
    • 主動式及被動式監測產生組合的必要
    • 主動及被動式監測(APM)工具引人注目
    • 標籤管理解決方案的需求旺盛
    • 零組件層級和現實用戶監測解決方案的熱門
    • 壓縮網站分析的需求增加
    • 網站分析市場成熟,整合化活動降低
  • 產品概要
    • 客戶經驗:序
    • 提高客戶經驗的方法
    • CEM是什麼?
    • CEM對顧客關係管理
    • 優點
    • CEM的採用限制組織的要素
    • 終端用戶/CEM工具- 定義
    • 終端用戶監測解決方案的主要優點
    • 終端用戶體驗監測的方法
    • 綜合交易
    • 被動收集器
    • Java腳本
    • 網站監測解決方案的種類
    • 被動式監測/現實用戶監測
    • 主動監測/綜合監測
  • 產品的創新/發表
    • CustVox發表CEM成熟度評估工具
    • CA Technologies更新CA工作負載自動化解決方案
    • Huawei Technologies在HUAWEI SmartCare CEM解決方案內建IDEAL使用案例
    • Accanto發表iCEM監測平台
    • OracleRightNow 發表CX雲端服務
    • Amplified Analytics 顧客匯報的NPSR 發表Voice
    • Neustar NeustarR 發表Web效能管理解決方案
    • Nokia Siemens Networks升級Demand portal的CEM
    • 其他5個案例
  • 近來產業活動
    • CustVoxJacobsons Direct Marketing Services 和合作
    • Nexus TelecomAitoTechnologies的合作
    • IBMTealeaf Technology 收購
    • OracleRightNow Technologies 承繼的產業
    • Guangdong Nokia Siemens Networks 締結契約
    • 其他8個案例
  • 主要企業
    • Aternity, Inc. (美國)
    • BMC Software, Inc. (美國))
    • CA Technologies, Inc. (美國)
    • Comarch SA (波蘭)
    • Compuware Corporation (美國)
    • CorrelSense, Inc. (美國)
    • Dominion Digital, Inc. (美國)
    • Huawei Technologies Co., Ltd. (中國)
    • IBM (美國)
    • 其他12家公司
  • 全球市場展望

第3章 市場

  • 美國
  • 加拿大
  • 歐洲
  • 亞太地區
  • 其他地區

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目錄
Product Code: MCP-7838

This report analyzes the worldwide markets for Customer Experience Monitoring in US$ Thousands. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2014 through 2020. Also, a five-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 49 companies including many key and niche players such as -

Aternity, Inc.
BMC Software, Inc.
CA Technologies, Inc.
Comarch SA
Compuware Corporation

Table of Contents

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

  • Study reliability and Reporting Limitations
  • Disclaimers
  • Data Interpretation & Reporting Level
    • Quantitative Techniques & Analytics
  • Product Definitions and Scope of Study

II. EXECUTIVE SUMMARY

1. OUTLOOK

  • A Prelude
  • End-User Experience Monitoring - Gaining Impetus
  • Increasing Need for Web Performance Monitoring
  • Increasing Importance of CEM in Telecom
  • Current & Future Analysis

2. INDUSTRY OVERVIEW AND TRENDS

  • Market Scenario
  • Customer Experience Management Market to Witness Significant Growth
  • CEM Emerges as a Tool for Enhancing Customer Loyalty and Increasing Profitability
  • Evolution of Customer Experience Monitoring
  • Key Practices Expected to Allow Companies Gain Maximum Benefits from CEM
  • Integration of Management Tools to Convert Data into Action
  • Focus on Diagnostics through Customer Interactions
  • Sharing of Customer Reports across the Organization
  • Integration of Diversified Data Sources
  • Monitoring Unsolicited and Unstructured Feedback
  • Closure of Customer Feedback Loop
  • Encouraging Customer Participation through Interactive Surveys
  • Integrating Social Media for Monitoring Customer Experience
  • Correlating Customer Feedbacks with Brand Experience
  • Impact of Social Media on Improving Customer Experience
  • Telecommunications Sector Eyeing CEM for Customer Retention and Acquisition
  • Conventional Revenue Generating Measures Make Way for Managing Customer Experience in Telecom
  • Available Technologies Leave Much to be Desired
  • Grouping Available CEM Solutions for Telecom
  • Network Probes Lose Sheen in Telecom Industry
  • Rising Mobile Internet Traffic Spawns New Analytical Solutions
  • Website and Web Applications Experience Monitoring
  • The Need for Combining Active and Passive Monitoring Arises
  • APM Tools Gain Prominence
    • What Does APM Do?
    • Future Prospects in APM Capabilities
    • Competition to Further Intensify
  • Demand for Tag Management Solutions Gains Momentum
  • Increasing Prominence of Component Level and Real User Monitoring Solutions
  • Rising Demand for Compressive Web Analytics
  • Web Analytics Market Matures, Consolidation Activity Slows Down
    • Consolidation Activity in the Web Analytics Market: 2010-2012
    • Select Vendors of Customer Experiencing Monitoring Tools

3. PRODUCT OVERVIEW

  • Customer Experience: An Introduction
  • Methods for Improving Customer Experience
  • What is Customer Experience Monitoring?
  • Customer Experience Monitoring vs. Customer Relationship Management
  • Benefits
  • Factors Restricting Organizations from Implementing Customer Experience Monitoring
  • End User/Customer Experience Monitoring Tools - Definition
  • Major Benefits of End-User Monitoring Solutions
  • Methods for End-User Experience Monitoring
  • Synthetic Transactions
  • Passive Collector
  • Javascript
  • Types of Website Monitoring Solutions
  • Passive Monitoring/Real-User Monitoring
    • Major Benefits
    • Major Disadvantages
  • Active Monitoring/Synthetic Monitoring
    • Major Advantages

4. PRODUCT INNOVATIONS/INTRODUCTIONS

  • CustVox Introduces Customer Experience Management Maturity Assessment Tool
  • CA Technologies Updates CA Workload Automation Solution
  • Huawei Technologies Incorporates IDEAL Use Cases in HUAWEI SmartCare CEM Solution
  • Accanto Launches iCEM Monitoring Platform
  • Oracle Introduces RightNow CX Cloud Service
  • Amplified Analytics Unveils NPS® Voice of Customer Reporting
  • Neustar Introduces Neustar® Web Performance Management Solution
  • Nokia Siemens Networks Upgrades Customer Experience Management on Demand Portal
  • Tealeaf Technology Unveils New Version of Tealeaf CX Mobile Solution
  • CA Technologies Updates CA Infrastructure Management Solution
  • Nokia Siemens Networks Rolls Out CEM for Liquid Net Software
  • Metrica Systems Unveils Social Media and Cross- channel Voice of the Customer Analytics solution
  • Nexus Telecom Unveils Nexus8630 Protocol Analyzer System

5. RECENT INDUSTRY ACTIVITY

  • CustVox Enters into Partnership with Jacobsons Direct Marketing Services
  • Nexus Telecom Enters into Partnership with Aito Technologies
  • IBM Acquires Tealeaf Technology
  • Oracle Takes Over RightNow Technologies
  • Guangdong and Nokia Siemens Networks Ink Agreement
  • Telkomsel Selects Customer Experience Management on Demand Portal of Nokia Siemens Networks
  • Bharti Airtel Deploys Customer Experience Management Platform of Nokia Siemens Networks
  • Zain Kuwait Deploys Customer Experience Management Offerings of Nokia Siemens Networks
  • Aito Technologies Enters into Partnership with Anritsu
  • United Marketing Group Selects Customer Experience Monitoring Program for Partner Clients
  • GlobalConnect Australia Enters into Partnership with Metrica Systems
  • Lightower Fiber Networks Selects Telecom Operations and Management Solution of NetCracker Technology
  • Automatos and Clearway Network Management Solutions Extend Partnership

6. FOCUS ON SELECT PLAYERS

  • Aternity, Inc. (US)
  • BMC Software, Inc. (US)
  • CA Technologies, Inc. (US)
  • Comarch SA (Poland)
  • Compuware Corporation (US)
  • CorrelSense, Inc. (US)
  • Dominion Digital, Inc. (US)
  • Huawei Technologies Co., Ltd. (China)
  • IBM (US)
  • Inforonics Global Services, LLC (US)
  • Knoa Software, Inc. (US)
  • KoHorts IT Services, LLC (US)
  • Metrica Systems Pvt. Ltd. (India)
  • NetCracker Technology Corp. (US)
  • New Relic, Inc. (US)
  • NEXA Group Pty Ltd. (Australia)
  • Nokia Siemens Networks Oy (Finland)
  • Oracle Corporation (US)
  • RADCOM Ltd. (Israel)
  • RadioOpt GmbH (Germany)
  • Riverbed Technology, Inc. (US)

7. GLOBAL MARKET PERSPECTIVE

    • Table 1: World Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - US, Canada, Europe, Asia-Pacific (including Japan) and Rest of World Markets Independently Analyzed with Annual Revenue Figures in US$ Million for Years 2009 through 2018 (includes corresponding Graph/Chart)
    • Table 2: World 10-Year Perspective for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - Percentage Breakdown of Revenue Figures for US, Canada, Europe, Asia-Pacific (including Japan) and Rest of World Markets for Years 2009, 2013 and 2018 (includes corresponding Graph/Chart)

III. MARKET

1. THE UNITED STATES

  • A. Market Analysis
    • Current & Future Analysis
    • Product Launches
    • Strategic Corporate Developments
    • Key Players
  • B. Market Analytics
    • Table 3: US Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Million for Years 2009 through 2018 (includes corresponding Graph/Chart)

2. CANADA

  • Market Analysis
    • Table 4: Canadian Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Million for Years 2009 through 2018 (includes corresponding Graph/Chart)

3. EUROPE

  • A. Market Analysis
    • Current & Future Analysis
    • Product Launches
    • Strategic Corporate Developments
    • Key Players
  • B. Market Analytics
    • Table 5: European Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets Independently Analyzed with Annual Revenue Figures in US$ Million for Years 2009 through 2018 (includes corresponding Graph/Chart)
    • Table 6: European 10-Year Perspective for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - Percentage Breakdown of Revenue Figures for France, Germany, Italy, UK and Rest of Europe Markets for Years 2009, 2013 and 2018 (includes corresponding Graph/Chart)

4. ASIA-PACIFIC

  • A. Market Analysis
    • Current & Future Analysis
    • Product Launches
    • Strategic Corporate Developments
    • Key Players
  • B. Market Analytics
    • Table 7: Asia-Pacific Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Million for Years 2009 through 2018 (includes corresponding Graph/Chart)

5. REST OF WORLD

  • A. Market Analysis
    • Current & Future Analysis
    • Strategic Corporate Developments
    • Key Player
  • B. Market Analytics
    • Table 8: Rest of World Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Million for Years 2009 through 2018 (includes corresponding Graph/Chart)

IV. COMPETITIVE LANDSCAPE

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