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市場調查報告書

公共事業部門CIS、CRM、顧客營運分析:全球市場分析、預測

Market Data - Utility Customer Information and Relationship Management Systems - CIS, CRM and Customer Operations Analytics: Global Market Analysis and Forecasts

出版商 Navigant Research 商品編碼 621689
出版日期 內容資訊 英文 25 Pages; 36 Tables, Charts & Figures
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公共事業部門CIS、CRM、顧客營運分析:全球市場分析、預測 Market Data - Utility Customer Information and Relationship Management Systems - CIS, CRM and Customer Operations Analytics: Global Market Analysis and Forecasts
出版日期: 2018年03月30日 內容資訊: 英文 25 Pages; 36 Tables, Charts & Figures
簡介

本報告提供全球公共事業部門CIS、CRM、顧客營運分析的市場調查,市場及技術、系統、解決方案定義和概要,市場成長的各種影響因素分析,各地區、產品種類趨勢與收益規模的變化與預測,轉向了相關經營者的各種建議等彙整資料。

第1章 摘要整理

  • 簡介
  • 市場趨勢
  • 全球市場的預測

第2章 市場分析

  • 市場定義
    • 計費、CIS解決方案
    • CRM系統
    • 顧客分析
  • 市場區隔
  • 市場成長的促進因素
    • 舊有系統的引退
    • 對新服務、技術的支援能力
    • 客戶經驗的重要性的擴大
  • 市場障礙
    • 成本
    • 風險、複雜性
    • 實行時間
    • 替代品的可用性

第3章 市場預測

  • 簡介
  • 預測手法
  • 市場預測
    • 北美
    • 歐洲
    • 亞太地區
    • 南美
    • 中東、非洲
  • 總論、建議
    • 公共事業
    • CIS/CRM、分析供應商

第4章 用語

第5章 目錄

第6章 圖表

第7章 調查範圍、資訊來源、調查手法、註記

目錄
Product Code: MD-UCIS-18

Billing/customer information system (CIS) solutions are fundamental to the electric utility industry's meter-to-cash process, essentially serving as the cash register, and are thus critical to a utility's cash flow. While legacy systems perform that function, the modern systems available today offer many more capabilities. In the increasingly competitive environment in which utilities operate, many will be forced to consider upgrading these vital systems. Additionally, utilities' increasing needs for effective customer engagement and the desire for integration with digital platforms, such as mobile devices, web portals, and social media, are placing a revived focus around relationship management. Add a growing range of analytics solutions into the mix, and the possibilities for utilities to improve efficiency and reliability, reduce costs, and better interact with constituents are nearly endless.

This report focuses on the global trends influencing the deployment of utility CISs and customer relationship management (CRM) systems, as well as customer analytics. Navigant Research expects the global market for these customer management solutions to grow as utilities expand their requirements beyond simple meter-to-cash processes and continue adapting to changing business and customer landscapes. Strong investment is expected across the emerging markets of Eastern Europe, Latin America, and the Middle East & Africa. In North America and Western Europe, natural end-of-life cycles for deployed systems, along with the proliferation of new energy services and rise in customer expectations, are expected to drive utilities to upgrade aging and often homegrown systems.

This Navigant Research report analyzes the global market for major utility customer management systems: CISs and CRM, as well as customer operations analytics. The study provides an analysis of the market issues, including definitions, drivers, and barriers, associated with customer management solutions. Global market forecasts, segmented by region, application, and segment, extend through 2027. The report also examines the key global market trends related to utility CIS, CRM, and customer analytics solutions.

Key Questions Addressed:

  • Which utility customer management solutions present the largest market potential for vendors?
  • What factors are helping to drive the market for utility CIS, CRM, and customer operations analytics solutions?
  • What factors are inhibiting the market potential of customer management solutions?
  • What are the most important trends in the customer management space today?
  • How large will the market for utility customer management solutions grow and which global regions are growing the fastest?

Who needs this report?

  • Utilities and grid operators
  • CIS, CRM, and customer operations analytics vendors and service providers
  • Communications vendors and service providers
  • Smart grid vendors and service providers
  • Systems integrators
  • Government agencies
  • Research community
  • Investor community

Table of Contents

1. Executive Summary

  • 1.1. Introduction
  • 1.2. Market Trends
  • 1.3. Global Forecast

2. Market Issues

  • 2.1. Market Definitions
    • 2.1.1. Billing and CIS Solutions
    • 2.1.2. CRM Systems
    • 2.1.3. Customer Analytics
  • 2.2. Market Segmentation
  • 2.3. Market Drivers
    • 2.3.1. Retirement of Legacy Systems
    • 2.3.2. Ability to Support Emerging Services and Technologies
    • 2.3.3. Increasing Importance of Customer Experience
  • 2.4. Market Barriers
    • 2.4.1. Cost
    • 2.4.2. Risk and Complexity
    • 2.4.3. Implementation Time
    • 2.4.4. Availability of Alternatives

3. Market Forecasts

  • 3.1. Introduction
  • 3.2. Forecast Methodology
  • 3.3. Market Forecast
    • 3.3.1. North America
    • 3.3.2. Europe
    • 3.3.3. Asia Pacific
    • 3.3.4. Latin America
    • 3.3.5. Middle East & Africa
  • 3.4. Conclusions and Recommendations
    • 3.4.1. Recommendations for Utilities
    • 3.4.2. Recommendations for CIS/CRM and Analytics Vendors

4. Acronym and Abbreviation List

5. Table of Contents

6. Table of Charts and Figures

7. Scope of Study, Sources and Methodology, Notes

List of Charts and Figures

  • Total Utility CIS, CRM, and Analytics Revenue by Region, World Markets: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, North America: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Europe: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Asia Pacific: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Latin America: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Middle East & Africa: 2018-2027

List of Tables

  • Electric Meter Installed Base by Region, World Markets: 2018-2027
  • Smart Meter Installed Base and Penetration Rates by Region, World Markets: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Region, World Markets: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, World Markets: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, North America: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Europe: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Asia Pacific: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Latin America: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Middle East & Africa: 2018-2027
  • Utility CIS Revenue by Region, World Markets: 2018-2027
  • Utility CIS Revenue by Segment, World Markets: 2018-2027
  • Utility CIS Revenue by Segment, North America: 2018-2027
  • Utility CIS Revenue by Segment, Europe: 2018-2027
  • Utility CIS Revenue by Segment, Asia Pacific: 2018-2027
  • Utility CIS Revenue by Segment, Latin America: 2018-2027
  • Utility CIS Revenue by Segment, Middle East & Africa: 2018-2027
  • Utility CRM Revenue by Region, World Markets: 2018-2027
  • Utility CRM Revenue by Segment, World Markets: 2018-2027
  • Utility CRM Revenue by Segment, North America: 2018-2027
  • Utility CRM Revenue by Segment, Europe: 2018-2027
  • Utility CRM Revenue by Segment, Asia Pacific: 2018-2027
  • Utility CRM Revenue by Segment, Latin America: 2018-2027
  • Utility CRM Revenue by Segment, Middle East & Africa: 2018-2027
  • Customer Operations Analytics Revenue by Region, World Markets: 2018-2027
  • Customer Operations Analytics Revenue by Segment, World Markets: 2018-2027
  • Customer Operations Analytics Revenue by Segment, North America: 2018-2027
  • Customer Operations Analytics Revenue by Segment, Europe: 2018-2027
  • Customer Operations Analytics Revenue by Segment, Asia Pacific: 2018-2027
  • Customer Operations Analytics Revenue by Segment, Latin America: 2018-2027
  • Customer Operations Analytics Revenue by Segment, Middle East & Africa: 2018-2027
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