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市場調查報告書

SQM (服務品管) 、CEM (客戶經驗管理) 的全球市場:2015∼2019年

Global SQM and CEM Market 2015-2019

出版商 TechNavio (Infiniti Research Ltd.) 商品編碼 325511
出版日期 內容資訊 英文 83 Pages
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SQM (服務品管) 、CEM (客戶經驗管理) 的全球市場:2015∼2019年 Global SQM and CEM Market 2015-2019
出版日期: 2015年03月04日 內容資訊: 英文 83 Pages
簡介

所謂SQM (服務品管) ,是為了比較商品的性能、服務效果的期待度而使用的工具。服務品質的提高,有助於提升企業的評價,及維持市場競爭力。另一方面,CEM (客戶經驗管理) 是客戶分析用工具。利用CEM,各企業(從各種切點)可理解客戶各種方面,以作恰當的經營判斷。並且,透過有效活用CES,各企業可提高顧客滿意度,強化品牌忠誠度。為了在變化激烈的商務環境中續存,每個企業都需要保障有效管理顧客滿意度,達成最高層級的顧客滿意度。全球SQM、CEM市場2014∼2019年預計以14.25%的年複合成長率(CAGR) 成長。

本報告提供全球的SQM (服務品管) 及CEM (客戶經驗管理) 的市場相關分析、市場概要和結構、市場規模趨勢 (今後5年的預測值)、各用途、各技術、各地區的詳細趨勢、推動、阻礙市場要素與其影響力、主要企業簡介、今後的市場機會等調查、考察。

第1章 摘要整理

第2章 簡稱清單

第3章 調查範圍

  • 市場概要
  • 主要的產品

第4章 市場調查手法

  • 市場調查流程
  • 調查手法

第5章 簡介

第6章 市場說明

  • 簡介
    • SQM (服務品管)
    • CEM (客戶經驗管理)
  • CEM的演進
  • SQM的工作流程
  • 為了最大化做客戶經驗的步驟

第7章 市場形勢

  • 市場概要
  • 全球SQM及CEM市場
  • 波特的五力分析

第8章 各用途的市場區隔

全球SQM、CEM市場:各用途的區分 全球SQM市場 全球CEM市場

第9章 各技術的市場區隔

  • 全球CEM市場:各技術的區分
  • 全球文本分析市場
  • 全球Web分析市場
  • 全球語音分析市場
  • 全球企業回饋管理市場

第10章 地區區分

第11章 購買標準

第12章 推動市場成長要素

第13章 成長推動因素與其影響

第14章 市場課題

第15章 成長推動因素與課題的影響

第16章 市場趨勢

第17章 趨勢與其影響

第18章 業者情勢

  • 競爭模式
  • 供應商分析2014
  • 其他卓越供應商

第19章 主要供應商分析

  • Adobe
    • 主要資料
    • 產業概要
    • 各部門的市場收益額 (最新值)
    • 各部門的市場收益額 (與上年度的比較)
    • 各地區的市場收益額 (最新值)
    • 產業策略
    • 主要的開發
    • SWOT分析
  • HP
  • IBM
  • Oracle

第20章 相關報告

圖表一覽

目錄
Product Code: IRTNTR5377

About SQM and CEM

SQM is a tool used for comparing expectations with the performance of the product and service. Improved service quality increases the ranking of an organization and helps sustain in the competitive market. CEM is a management tool used to get insights about the customers, which helps organizations take right decisions with respect to their business. It tries to understand multiple aspects of the customer through touch points. Effective utilization of CEM helps enterprises in improving customer satisfaction and increasing brand loyalty. Companies need to manage customer experience effectively and ensure that they attain the maximum level of customer satisfaction to sustain the competition in this challenging business environment.

TechNavio's analysts forecast the Global SQM and CEM market to grow at a CAGR of 14.25 percent over the period 2014-2019.

Covered in this Report

This report covers the present scenario and the growth prospects of the Global SQM and CEM market for the period 2015-2019. To calculate the market size, the report considers revenue generated from sales of SQM and CEM tools to enterprises. It includes revenue generated from the sales of the following CEM tools:

  • Text analytics
  • Web analytics
  • Speech analytics
  • EFM

TechNavio's report, Global SQM and CEM Market 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers Europe, Latin America, North America, and the APAC and MEA regions; it also covers the Global SQM and CEM market landscape and its growth prospects in the coming years. The report includes a discussion of the key vendors operating in this market.

Key Regions

  • APAC
  • Europe
  • Latin America
  • MEA
  • North America

Key Vendors

  • Adobe Systems
  • HP
  • IBM
  • Oracle

Other Prominent Vendors

  • Amdocs
  • Attensity Group
  • CA Technologies
  • Chatterplug
  • ClickFox
  • Corsential
  • Egain Communications
  • Empathica
  • iPerceptions
  • Medallia
  • Microsoft
  • Riverstar Software
  • Webtrends

Market Driver

  • Growing Demand for Mobile Analytics
  • For a full, detailed list, view our report

Market Challenge

  • Difficulty in Handling Social Media
  • For a full, detailed list, view our report

Market Trend

  • Demand for Cross-channel Analytics
  • For a full, detailed list, view our report

Key Questions Answered in this Report

  • What will the market size be in 2019 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?
  • What are the market opportunities and threats faced by the key vendors?
  • What are the strengths and weaknesses of the key vendors?

Table of Contents

01. Executive Summary

02. List of Abbreviations

03. Scope of the Report

  • 03.1. Market Overview
  • 03.2. Product Offerings

04. Market Research Methodology

  • 04.1. Market Research Process
  • 04.2. Research Methodology

05. Introduction

06. Market Description

  • 06.1. Introduction
    • 06.1.1. SQM
    • 06.1.2. CEM
  • 06.2. Evolution of CEM
  • 06.3. SQM Workflow
  • 06.4. Steps to Maximize Customer Experience

07. Market Landscape

  • 07.1. Market Overview
  • 07.2. Global SQM and CEM Market
  • 07.3. Five Forces Analysis

08. Market Segmentation by Application

    • 08.1.1. Global SQM and CEM Market Segmentation by Application 2014
    • 08.1.2. Global SQM Market
    • 08.1.3. Global CEM Market

09. Market Segmentation by Technology

  • 09.1. Global CEM Market Segmentation by technology 2014
  • 09.2. Global Text Analytics Market
  • 09.3. Global Web Analytics Market
  • 09.4. Global Speech Analytics Market
  • 09.5. Global Enterprise Feedback Management Market

10. Geographical Segmentation

11. Buying Criteria

12. Market Growth Drivers

13. Drivers and their Impact

14. Market Challenges

15. Impact of Drivers and Challenges

16. Market Trends

17. Trends and their Impact

18. Vendor Landscape

  • 18.1. Competitive Scenario
  • 18.2. Vendor Analysis 2014
  • 18.3. Other Prominent Vendors

19. Key Vendor Analysis

  • 19.1. Adobe
    • 19.1.1. Key Facts
    • 19.1.2. Business Overview
    • 19.1.3. Business Segmentation by Revenue 2013
    • 19.1.4. Business Segmentation by Revenue 2012 and 2013
    • 19.1.5. Geographical Segmentation by Revenue 2013
    • 19.1.6. Business Strategy
    • 19.1.7. Key Developments
    • 19.1.8. SWOT Analysis
  • 19.2. HP
    • 19.2.1. Key Facts
    • 19.2.2. Business Overview
    • 19.2.3. Business Segmentation by Revenue 2013
    • 19.2.4. Business Segmentation by Revenue 2012 and 2013
    • 19.2.5. Geographical Segmentation by Revenue 2013
    • 19.2.6. Business Strategy
    • 19.2.7. Recent Developments
    • 19.2.8. SWOT Analysis
  • 19.3. IBM
    • 19.3.1. Key Facts
    • 19.3.2. Business Description
    • 19.3.3. Business Segmentation
    • 19.3.4. Revenue Segmentation by Business Segment
    • 19.3.5. Revenue Segmentation by Business Operation
    • 19.3.6. Revenue Comparison of Business Segments 2012 and 2013
    • 19.3.7. Revenue Segmentation by Geography
    • 19.3.8. Business Strategy
    • 19.3.9. Key Developments
    • 19.3.10. SWOT Analysis
  • 19.4. Oracle
    • 19.4.1. Key Facts
    • 19.4.2. Business Overview
    • 19.4.3. Business Segmentation by Revenue 2013
    • 19.4.4. Business Segmentation by Revenue 2012 and 2013
    • 19.4.5. Geographical Segmentation by Revenue 2013
    • 19.4.6. Business Strategy
    • 19.4.7. Recent Developments
    • 19.4.8. SWOT Analysis

20. Other Reports in this Series

List of Exhibits

  • Exhibit 1: Market Research Methodology
  • Exhibit 2: SQM Touch Points
  • Exhibit 3: CEM Touch Points
  • Exhibit 4: Evolution of CEM
  • Exhibit 5: SQM Workflow
  • Exhibit 6: Steps to Maximize Customer Experience
  • Exhibit 7: Global SQM and CEM Market 2014-2019 US$ (billion)
  • Exhibit 8: Text Analytics Methods
  • Exhibit 9: Global SQM and CEM Market Segmentation by Application 2014
  • Exhibit 10: Global SQM and CEM Market Segmentation by Application 2014-2019
  • Exhibit 11: Global SQM Market 2014-2019 (US$ billion)
  • Exhibit 12: Global CEM Market 2014-2019 (US$ billion)
  • Exhibit 13: Global CEM Market Segmentation by Technology 2014
  • Exhibit 14: Global Text Analytics Market 2014-2019 (US$ billion)
  • Exhibit 15: Global Web Analytics Market 2014-2019 (US$ billion)
  • Exhibit 16: Global Speech Analytics Market 2014-2019 (US$ billion)
  • Exhibit 17: Global Enterprise Feedback Management Market 2014-2019 (US$ billion)
  • Exhibit 18: Global SQM and CEM Market by Geographical Segmentation 2014
  • Exhibit 19: Global SQM and CEM Market by Geographical Segmentation 2014-2019 (US$ billion)
  • Exhibit 20: Online and Offline Networks Analyzed by CEM Tools
  • Exhibit 21: Adobe Systems: Business Segmentation by Revenue 2013
  • Exhibit 22: Adobe Systems: Business Segmentation by Revenue 2012 and 2013 (US$ million)
  • Exhibit 23: Adobe Systems: Geographical Segmentation by Revenue 2013
  • Exhibit 24: HP: Business Segmentation by Revenue 2013
  • Exhibit 25: HP: Business Segmentation by Revenue 2012 and 2013 (US$ million)
  • Exhibit 26: HP: Geographical Segmentation by Revenue 2013
  • Exhibit 27: IBM: Business Segmentation
  • Exhibit 28: IBM: Revenue Segmentation by Business 2013
  • Exhibit 29: IBM: Revenue Segmentation 2013
  • Exhibit 30: IBM: Revenue Comparison of Business Segments 2012 and 2013 (US$ million)
  • Exhibit 31: IBM: Revenue Segmentation by Geography 2013
  • Exhibit 32: Oracle: Business Segmentation by Revenue 2013
  • Exhibit 33: Oracle: Business Segmentation by Revenue 2012 and 2013 (US$ billion)
  • Exhibit 34: Oracle: Geographical Segmentation by Revenue 2013
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