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市場調查報告書
商品編碼
1433751

顧客分析：市場佔有率分析、產業趨勢/統計、成長預測（2024-2029）

Customer Analytics - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2024 - 2029)
出版日期: | 出版商: Mordor Intelligence | 英文 100 Pages | 商品交期: 2-3個工作天內

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簡介目錄

預計2024年全球客戶分析市場規模將達124.5億美元，2024年至2029年複合年成長率為19.01%，2029年將達297.3億美元。

客戶分析-市場

主要亮點

  • 隨著市場上已有各種雲端基礎的解決方案，我們預計會有更多的企業遷移到雲端。企業還可以學習如何利用雲端分析的潛力，其中託管了客戶資料來源、資料模型、處理應用程式、運算能力、分析模型和資料儲存等大多數元件。這有助於將情報涵蓋現有程序並改善營運決策。
  • 推動客戶分析市場成長的其他因素包括業務流程的技術進步，例如人工智慧（AI）、機器學習（ML）和自動化以簡化行銷流程，以及更個人化的客戶體驗，這包括需要了解客戶的購買行為是為了提供
  • 由於進一步提高客戶滿意度的需求不斷增加，所考慮的行業正在迅速發展。零售企業使用客戶分析來創建客製化的溝通和行銷策略。他們知道哪些消費者購買什麼，並且透過根據消費者資料為他們量身定做行銷，他們也許能夠改善客戶體驗和忠誠度。根據 ACSI 零售和消費者研究，由於重複購買、客戶忠誠度、客戶推薦、收益和參與帶來的卓越購物體驗，過去一年消費者滿意度保持相對穩定，零售商們可以鬆一口氣了。
  • 推動該行業的另一個因素是社交媒體意識的不斷增強。社群媒體分析透過將產品清單連結到電子商務網站，透過社群媒體平台提高品牌曝光度、品牌價值以及擴大消費者覆蓋範圍，從而增強社交網路的優勢。這有助於人們監控和聯繫。亞馬遜和沃爾瑪使用 Facebook、Instagram、YouTube 和 Twitter 等社群媒體網站來宣傳其產品。社交平臺是現代商店，充當客戶和企業之間的管道。
  • 近年來，安全和隱私外洩事件增加。因此，客戶變得更加關注隱私和安全。這是客戶分析部門擴張的重大障礙。消費者分析中的關鍵資料架構對於防止資料遺失可能變得越來越重要，資料遺失會帶來威脅。
  • COVID-19的感染疾病阻礙了消費者分析產業的成長。由於大流行期間政府的嚴格封鎖，市場關閉。因此，消費者分析產業在短時間內受到限制。網路零售這一成長最快的細分市場受到嚴重影響。然而，隨著政府對關閉的網路購物網站的支持，一切正在慢慢恢復正常。

客戶分析市場趨勢

零售業的成長帶動市場成長

  • 在零售業，消費者重視並要求個人化的全通路體驗。因此，許多零售商正在轉向客戶分析等技術，以便更好地了解消費者的需求。
  • 隨著零售額的成長，客戶分析擴大被用來創造個人化的溝通和行銷宣傳活動。了解消費者購買模式和適應性行銷策略可以提高客戶體驗和忠誠度。
  • 隨著網路使用的增加，網上購物也越來越發達。電子商務已成為零售和分銷行業的重要平台。 2021年訂單數量與前一年同期比較增加15%，推動跨國商務發展。來自不同國家的線上買家更有可能進行大量購買。光是亞馬遜就佔據了美國銷售額的約 40% 和線上銷售額成長的 80%。
  • 預測分析是商業智慧解決方案的流行趨勢，它使組織能夠準確預測未來客戶的購買偏好。許多預測分析模型的發展主要是為了更好地服務現有客戶、減少客戶流失並建立更牢固的聯繫。
  • 如果商家能夠分析消費者活動（例如流量、時間和暫停），就可以獲得重要的洞見。 Motionlogic 是 T-Systems 的一款工具，可擷取並分析運動，以幫助實體零售商了解客戶的行為和動機。這些流量模式可以連結到指示有吸引力的區域或目的地的特定觸發器，並可以幫助零售商了解即時客戶資料。

北美佔主要佔有率

  • 由於其強大的影響力，預計北美將擁有最大的市場佔有率。為了改善該領域的客戶體驗，對巨量資料計劃的需求不斷成長，正在改變組織觀點資料消費、收集和分析的方式。
  • 美國公司更有可能維持或增加行銷支出，導致該地區的成長率低於其他地區。
  • 為了提供單一客戶視圖，美國銀行建立了一個分析系統，該系統整合了來自美國線上和實體管道的資料。該銀行將潛在客戶轉換率提高了 100% 以上，並透過向客服中心提供相關潛在客戶和提案創造了更個人化的體驗。

客戶分析行業概覽

消費者分析市場高度分散，老牌公司和新興公司的競爭非常激烈。這些玩家希望透過在研發和玩家獲取方面的支出來開發新產品，從而獲得相對於競爭對手的優勢。 Adobe Systems Inc.、IBM Corporation、Oracle Corporation 是該產業的重要參與者。

  • 2022 年 3 月 - Adob​​e 向 Adob​​e Experience Cloud 引入了新的客戶旅程分析。 Adobe 宣布推出新的體驗分析實驗工具。這使得組織能夠測試真實場景並評估結果，以了解微小的變化如何影響其各種產品的整體客戶體驗。 Adobe 客戶資料平台 (CDP) 和客戶旅程分析也已整合，以提高 Adob​​e 發現客戶群的能力。
  • 2022 年 6 月 - Salesforce 推出新的 Customer 360 技術，將行銷、商務和服務資料統一在一個平台上。這使企業能夠連接、自動化和客製化每次接觸並大規模建立信任。
  • 2022 年 12 月 - 開放數位體驗供應商 Acquia 宣布對其客戶資料平台 (CDP) 進行變更，以擴大對業務行銷團隊的支援。這些附加功能擴展了行銷人員和資料負責人使用 Acquia CDP 管理的資訊的方式，並加強了該產品在可組合客戶資料舉措中的重要地位。 Acquia CDP 是 Acquia 數位體驗平台 (DXP) 的組成部分，DXP 是業界第一個用於結合內容和資料以創建世界一流數位消費者體驗的開放平台。

其他福利

  • Excel 格式的市場預測 (ME) 表
  • 3 個月分析師支持

目錄

第1章簡介

  • 研究成果
  • 研究場所
  • 調查範圍

第2章調查方法

第3章執行摘要

第4章市場動態

  • 市場概況
  • 市場促進與約束因素介紹
  • 市場促進因素
    • 對提高客戶滿意度的需求不斷成長
    • 人們對社群媒體回應客戶行為的興趣日益濃厚
  • 市場限制因素
    • 資料安全和隱私問題
  • 價值鏈分析
  • 工業吸引力 - 波特五力分析
    • 新進入者的威脅
    • 買家/消費者的議價能力
    • 供應商的議價能力
    • 替代品的威脅
    • 競爭公司之間敵對關係的強度

第5章技術藍圖

第6章市場區隔

  • 依部署類型
    • 本地
    • 雲端基礎
  • 按解決方案
    • 社群媒體分析工具
    • 網路分析工具
    • 儀表板/報告工具
    • 顧客之聲 (VOC)
    • ETL（提取、轉換、載入）
    • 分析模組/工具
  • 按組織規模
    • 中小企業
    • 主要企業
  • 按服務
    • 管理服務
    • 專業服務
  • 按最終用戶產業
    • 資訊科技/通訊
    • 旅遊/酒店業
    • 零售
    • BFSI
    • 媒體娛樂
    • 衛生保健
    • 運輸/物流
    • 製造業
    • 其他最終用戶產業
  • 按地區
    • 北美洲
    • 歐洲
    • 亞太地區
    • 拉丁美洲
    • 中東/非洲

第7章 競爭形勢

  • 公司簡介
    • Adobe
    • Alteryx
    • Angoss Software Corporation
    • Axtria
    • Bridgei2i Analytics Solution（Accenture）
    • IBM
    • Manthan Software Services Pvt. Ltd
    • Microsoft
    • NGDATA NV
    • Oracle
    • Pitney Bowes Inc.
    • Salesforce Inc.
    • SAS Institute Inc.
    • Teoco Corporation
    • Aruba Networks Inc.（Hewlett Packard Enterprise Development LP）

第8章投資分析

第9章 市場機會及未來趨勢

簡介目錄
Product Code: 63668

The Customer Analytics Market size is estimated at USD 12.45 billion in 2024, and is expected to reach USD 29.73 billion by 2029, growing at a CAGR of 19.01% during the forecast period (2024-2029).

Customer Analytics - Market

Key Highlights

  • Due to the variety of cloud-based solutions already on the market, more businesses are expected to migrate to the cloud. Companies might also learn how to exploit the potential of cloud analytics, where the bulk of the components, such as customer data sources, data models, processing apps, computing capacity, analytic models, and data storage, are hosted. This might assist in incorporating intelligence into existing procedures and improve operational decision-making.
  • Other factors driving the growth of the customer analytics market include the need to understand customer purchasing behavior to provide a more personalized customer experience, in addition to the advancement of technology such as artificial intelligence (AI), machine learning (ML), and business process automation to streamline marketing processes.
  • The industry under consideration is rapidly developing due to the rising need for greater customer pleasure. Customer analytics are used in retail to produce tailored communications and marketing strategies. They know which consumers buy what, and tailoring marketing to them based on shopper data may increase customer experience and loyalty. According to the ACSI Retail and Consumer Study, retailers may sigh relief as consumer satisfaction remains relatively stable in the previous year due to a great shopping experience via repeat purchases, customer loyalty, customer referrals, revenues, and participation.
  • Another element propelling the industry is the rise in social media awareness. Social media analytics enhances the benefits of social networking by increasing brand exposure, increasing brand value, and expanding consumer reach through social media platforms by linking their product list with e-commerce sites, which assists in monitoring people and connection development. Amazon and Walmart have utilized social media sites such as Facebook, Instagram, YouTube, and Twitter to promote their items. Social platforms are modern-day shops that act as a conduit between customers and entities.
  • In recent years, there has been a rise in security and privacy breaches. As a result, customers began to worry more about their privacy and security. This has been a critical impediment to the expansion of the customer analytics sector. Significant data architecture in consumer analytics may become increasingly crucial to safeguard, threatening data loss.
  • The COVID-19 epidemic hampered the growth of the consumer analytics sector. Markets were shuttered because of the government's rigorous lockdown during the pandemic. Thus, the consumer analytics industry was restricted for a short time. Internet retail, the fastest-growing market segment, was seriously impacted. However, it has progressively returned to normalcy due to government support for online shopping sites during the closure.

Customer Analytics Market Trends

Growing Retail Sector to Drive Market Growth

  • In the retail sector, consumers value and demand a personalized omnichannel experience. As a result, many retailers are turning to technology like customer analytics to understand better what their consumers want and need.
  • As retail sales grow, customer analytics is increasingly used to create personalized communications and marketing campaigns. Knowing consumers' purchase patterns and adaptable marketing strategies improve customer experience and loyalty.
  • Online purchasing has increasingly developed as Internet usage has increased. E-commerce has emerged as a critical platform in the retail and distribution industries. The number of orders climbed by 15% in 2021 compared to the previous year, fueling development in cross-border commerce. Online buyers from different nations are more likely to make significant purchases. Amazon alone accounts for around 40% of US sales and 80% of the increase in online sales.
  • Predictive analytics is a popular trend in business intelligence solutions, allowing organizations to accurately forecast future customer purchasing preferences. Many predictive analytic models are developed primarily to give better service to existing customers, reduce churn, and build stronger connections.
  • When merchants can analyze consumer activity, including flows, timing, and stops, they may draw significant insights. Motionlogic, a T-Systems tool, captures and analyzes motions to help brick-and-mortar retailers understand customers' journeys and motives. These traffic patterns may be linked to specific triggers to indicate attractive areas and destinations, which may aid retailers in comprehending real-time customer data.

North America Accounts for Major Share

  • North America is expected to have the largest market share due to its robust presence. As the demand for big data projects to improve customer experience grows in this area, organizations' perspectives on data consumption, collecting, and analysis are changing.
  • Corporations in the United States are likely to maintain or increase their marketing expenditures, resulting in a low growth rate for the region compared to other locations.
  • To provide a single customer view, United States Bank established an analytics system incorporating data from online and physical channels in the United States. The bank raised its lead conversion rate by more than 100% and created more personalized experiences by providing relevant leads and suggestions to the contact center.

Customer Analytics Industry Overview

The market for consumer analytics is highly fragmented, with fierce competition from established and developing businesses. By spending on R&D and player acquisitions, these players hope to acquire an advantage over their competitors through new product development. Adobe Systems Inc., IBM Corporation, and Oracle Corporation are critical participants in the industry under consideration.

  • March 2022 - Adobe introduced a new Customer Journey Analytics for Adobe's Experience Cloud. Adobe launched a new experimentation tool in experience analytics that allows organizations to test real-world scenarios and evaluate the results to understand how little changes can affect the overall customer experience across their various products. Adobe Customer Data Platform (CDP) and Customer Journey Analytics have also been combined to improve Adobe's capacity to uncover customer segments.
  • June 2022 - Salesforce introduced new Customer 360 technologies that combine marketing, commerce, and service data on a single platform, allowing businesses to connect, automate, and customize every encounter and develop trusted relationships at scale.
  • December 2022 - Acquia, the open digital experience provider, announced changes to its customer data platform (CDP) that expand support for business marketing teams. The additional features broaden how marketers and data scientists can engage with information managed by Acquia CDP and reinforce the product's important position in composable customer data initiatives. Acquia CDP is a component of Acquia Digital Experience Platform (DXP), the industry's first open platform for combining content and data to create world-class digital consumer experiences.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Deliverables
  • 1.2 Study Assumptions
  • 1.3 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET DYNAMICS

  • 4.1 Market Overview
  • 4.2 Introduction to Market Drivers and Restraints
  • 4.3 Market Drivers
    • 4.3.1 Rising Demand for Improved Customer Satisfaction
    • 4.3.2 Increase in Social Media Concern to Address Customer Behavior
  • 4.4 Market Restraints
    • 4.4.1 Data Security and Privacy Concerns
  • 4.5 Value Chain Analysis
  • 4.6 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.6.1 Threat of New Entrants
    • 4.6.2 Bargaining Power of Buyers/Consumers
    • 4.6.3 Bargaining Power of Suppliers
    • 4.6.4 Threat of Substitute Products
    • 4.6.5 Intensity of Competitive Rivalry

5 TECHNOLOGY ROADMAP

6 MARKET SEGMENTATION

  • 6.1 By Deployment Type
    • 6.1.1 On-premise
    • 6.1.2 Cloud-based
  • 6.2 By Solution
    • 6.2.1 Social Media Analytical Tools
    • 6.2.2 Web Analytical Tools
    • 6.2.3 Dashboard and Reporting Tools
    • 6.2.4 Voice of Customer (VOC)
    • 6.2.5 ETL (Extract, Transform, and Load)
    • 6.2.6 Analytical Modules/Tools
  • 6.3 By Organization Size
    • 6.3.1 Small and Medium Enterprises
    • 6.3.2 Large Enterprises
  • 6.4 By Service
    • 6.4.1 Managed Service
    • 6.4.2 Professional Service
  • 6.5 By End-user Industry
    • 6.5.1 Telecommunications and IT
    • 6.5.2 Travel and Hospitality
    • 6.5.3 Retail
    • 6.5.4 BFSI
    • 6.5.5 Media and Entertainment
    • 6.5.6 Healthcare
    • 6.5.7 Transportation and Logistics
    • 6.5.8 Manufacturing
    • 6.5.9 Other End-user Industries
  • 6.6 By Geography
    • 6.6.1 North America
    • 6.6.2 Europe
    • 6.6.3 Asia-Pacific
    • 6.6.4 Latin America
    • 6.6.5 Middle East and Africa

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 Adobe
    • 7.1.2 Alteryx
    • 7.1.3 Angoss Software Corporation
    • 7.1.4 Axtria
    • 7.1.5 Bridgei2i Analytics Solution (Accenture)
    • 7.1.6 IBM
    • 7.1.7 Manthan Software Services Pvt. Ltd
    • 7.1.8 Microsoft
    • 7.1.9 NGDATA NV
    • 7.1.10 Oracle
    • 7.1.11 Pitney Bowes Inc.
    • 7.1.12 Salesforce Inc.
    • 7.1.13 SAS Institute Inc.
    • 7.1.14 Teoco Corporation
    • 7.1.15 Aruba Networks Inc. (Hewlett Packard Enterprise Development LP)

8 INVESTMENT ANALYSIS

9 MARKET OPPORTUNITIES AND FUTURE TRENDS