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封面
市場調查報告書
商品編碼
1445914

B2B 客戶社群平台：全球市場佔有率（2022 年）

Market Share: B2B Customer Community Platform, 2022, Worldwide
出版日期: | 出版商: Quadrant Knowledge Solutions | 英文 39 Pages | 商品交期: 最快1-2個工作天內

價格

預計到 2027 年，全球 B2B 客戶社群市場的複合年增長率將達到 13.40%。

隨著數位化程度的不斷提高以及客戶要求更好的客戶體驗，行銷和數位商務公司正在實施協作策略，以提高客戶保留率並在商業社群中分享知識。為組織提供以下服務的需求日益成長： 客戶社群空間和 B2B 客戶社群平台的出現使企業能夠直接與客戶聯繫、教育他們並進行大規模溝通。 客戶社群加強客戶關係，提高客戶保留率，跟上新興趨勢，提供產品教育和實施說明，並實現快速的客戶宣傳。

在本報告中，B2B 客戶社群平台定義為 "允許 B2B 公司透過數位互動提供客戶支援、實施幫助和培訓的平台" 。 該平台提供自助服務入口網站、同儕網路、社群支援和產品教育等核心功能，幫助品牌改善客戶參與策略。 B2B 客戶社群平台透過促進整個客戶旅程和生命週期的數位參與，幫助公司培養客戶關係，提高品牌忠誠度，並推動客戶保留、產品採用和宣傳。

B2B 客戶社群平台可協助行銷人員改善客戶服務、成本效率，並根據每位客戶過去的互動和購買行為建立協作關係。 B2B 公司使用客戶社群平台，透過路由來自客戶服務中心的呼叫並向社群成員提供同儕支援來降低呼叫成本。 該平台支援廣泛的用例，包括協助採用、徵求產品回饋、提供支援、促進活動互動以及促進客戶宣傳。

B2B 客戶社群平台的未來充滿希望。 人們越來越需要在客戶社群之間建立聯繫，並為客戶透過內容、計畫和活動創建有吸引力的學習、分享和增值管道，這推動了這些平台的需求和成長，並做出了巨大貢獻。 這些平台有助於統一客戶接觸點並在整個客戶旅程中同步客戶體驗。 該平台利用人工智慧和自動化來優化數位參與並滿足個人客戶不斷變化的需求。 B2B 客戶社群平台的使用在組織內不斷成長，以經濟高效且及時的方式改善客戶溝通和受眾參與。

本報告分析了全球 B2B 客戶社群平台的市場份額結構，包括平台概述、市場基本結構、按實施方式、地區、行業和客戶類型劃分的份額結構以及行業關係。我們正在調查將來應該採取哪些行動。

目錄

第 1 章分析概論

  • 競爭前景（2023 年）
  • 主要分析結果及結論

第 2 章市場概述

  • 市場定義和範圍
  • 收入類型
  • 分析目標區域
  • 分析目標產業

第 3 章市佔率分析

  • 市佔率：整個市場
  • 市佔率：依實施方法劃分
    • 雲端
    • 本地
  • 市佔率：依地區劃分
    • 加拿大
    • 中歐和東歐
    • 日本
    • 拉丁美洲
    • 中東/非洲
    • 美國
    • 西歐
    • 亞洲（不包括日本和中國）(AxJC)
    • 中國
  • 市佔率：依產業劃分
    • 銀行/金融服務
    • 電子/通訊
    • 零售/電子商務
    • 專業服務
    • 醫療/生命科學
    • 製造業
    • 媒體娛樂
    • 政府/公部門
    • 教育
    • 能源/公用事業/其他
    • 其他
  • 市場佔有率：依客戶類型劃分
    • 中小企業
    • 大型公司

第 4 章分析師的建議

第 5 章附錄

Product Code: QKS-02522

Quadrant Knowledge Solutions Reveals that B2B Customer Community Market is Projected to Register a CAGR of 13.40 % by 2027.

The advent of digitization, coupled with a rise in customers seeking better customer experiences, has intensified the need to implement collaborative strategies from marketing and digital commerce enterprises to provide improved customer retention rates and empower the organizational employees with the knowledge shared among the business communities. The customer community space and the emergence of B2B customer community platforms are allowing organizations to directly connect with and educate customers and enable communications at scale. Organizations are moving towards customer communities more frequently as it scales their capacity to strengthen customer relationships and retention, allows them to spot emerging trends, provide product education and adoption guidance, and enable prompt customer advocacy.

Quadrant Knowledge Solutions defines a B2B customer community platform as "a platform that enables B2B organizations to offer customer support, onboarding, and training by facilitating digital interactions." The platform offers core functionalities such as self-service portals, peer networking and community support, as well as product education to help brands improve their customer engagement strategy. A B2B Customer Community platform helps businesses foster customer relationships, increase brand loyalty, and drive customer retention as well as product adoption and advocacy by driving digital engagements throughout the customer journey lifecycle.

A B2B Customer Community platform helps marketers to improve customer service as well as cost efficiency and develop collaborations based on each customer's previous interaction and buying behaviour. The B2B companies use customer community platforms to redirect calls from customer service agents and lower call costs by providing community members with peer support. The platform supports a wide range of use cases, including, assisting with adoption, seeking feedback on the products, offering support, facilitating interactions at events, and encouraging client advocacy.

The future of B2B Customer Community platforms looks promising as factors such as the rising need to establish connections between customer communities and creating an engaging channel where customers can learn, share, and achieve added value through content, programs, and events have significantly contributed to the surge in demand and growth of these platforms. These platforms provide integration across customer touchpoints to enhance the synchronization of customer experiences throughout the customer journey. The platform leverages AI and automation to optimize digital engagement and satisfy the changing needs of each individual customer. The use of B2B customer community platforms is continuously growing within organizations to improve customer communication and engagement with audiences in a cost-effective and timely manner.

Table of Contents

Chapter 01: Research Summary

  • 2023 Competition Outlook
  • Top Research Findings and Key Takeaways

Chapter 02: Market Overview

  • Market Definition and Scope
  • Revenue Type
  • Geographical Regions
  • Industry Verticals

Chapter 03: Market Share Analysis

  • Market Share by Total Market
  • Market Share by Deployment Type
    • Cloud
    • On-Premises
  • Market Share by Geographical Regions
    • Canada
    • Central & Eastern Europe
    • Japan
    • Latin America
    • Middle East & Africa
    • USA
    • Western Europe
    • Asia Ex-Japan China (AxJC)
    • China
  • Market Share by Industry Verticals
    • Banking and Financial Services
    • Electronics & Telecom
    • Retail and eCommerce
    • Professional Services
    • Healthcare and Life Sciences
    • Manufacturing
    • Media & Entertainment
    • Government and Public Sectors
    • Education
    • Energy & Utility Others
    • Others
  • Market Share by Customer Types
    • SMB
    • Large
    • Enterprise

Chapter 04: Analyst Recommendations

  • Analyst Recommendations

Chapter 05: Appendix

  • Research Methodologies

List of Tables

  • Table 1 : Market Share, Total Market, Worldwide
  • Table 2 : Market Share By Deployment Type, Worldwide
  • Table 3 : Market Share By Geographical Regions, USA
  • Table 4 : Market Share By Geographical Regions, Canada
  • Table 5 : Market Share By Geographical Regions, Latin America
  • Table 6 : Market Share By Geographical Regions, Western Europe
  • Table 7 : Market Share By Geographical Regions, Central & Eastern Europe
  • Table 8 : Market Share By Geographical Regions, MEA
  • Table 9 : Market Share By Geographical Regions, Asia ex. JPC
  • Table 10 : Market Share By Geographical Regions, Japan
  • Table 11 : Market Share By Geographical Regions, China
  • Table 12 : Market Share By Industry Vertical 1, Worldwide
  • Table 13 : Market Share By Industry Vertical 2, Worldwide
  • Table 14 : Market Share By Industry Vertical 3, Worldwide
  • Table 15 : Market Share By Industry Vertical 4, Worldwide
  • Table 16 : Market Share By Industry Vertical 5, Worldwide
  • Table 17 : Market Share By Industry Vertical 6, Worldwide
  • Table 18 : Market Share By Industry Vertical 7, Worldwide
  • Table 19 : Market Share By Industry Vertical 8, Worldwide

List of Figures

  • Fig. 1 Market Share of B2B Customer Community Platform , Worldwide, 2022
  • Fig. 2 Market Share of B2B Customer Community Platform , USA, 2022
  • Fig. 3 Market Share of B2B Customer Community Platform , Canada, 2022
  • Fig. 4 Market Share of B2B Customer Community Platform , Latin America, 2022
  • Fig. 5 Market Share of B2B Customer Community Platform , Western Europe, 2022
  • Fig. 6 Market Share of B2B Customer Community Platform , Central & Eastern Europe, 2022
  • Fig. 7 Market Share of B2B Customer Community Platform , Middle East & Africa, 2022
  • Fig. 8 Market Share of B2B Customer Community Platform , Asia excluding Japan and China, 2022
  • Fig. 9 Market Share of B2B Customer Community Platform , Japan, 2022
  • Fig. 10 Market Share of B2B Customer Community Platform , China, 2022
  • Fig. 11 Market Share of B2B Customer Community Platform , IT & Telecom Industry, 2022
  • Fig. 12 Market Share of B2B Customer Community Platform , Banking & Financial Services Industry, 2022
  • Fig. 13 Market Share of B2B Customer Community Platform , Insurance Industry, 2022
  • Fig. 14 Market Share of B2B Customer Community Platform , Healthcare Industry, 2022
  • Fig. 15 Market Share of B2B Customer Community Platform , Government & Public Sector, 2022
  • Fig. 16 Market Share of B2B Customer Community Platform , Retail & eCommerce, 2022
  • Fig. 17 Market Share of B2B Customer Community Platform , Manufacturing, 2022
  • Fig. 18 Market Share of B2B Customer Community Platform , Hospitality, 2022
  • Fig. 19 Market Share of B2B Customer Community Platform , On-premises Deployment, 2022
  • Fig. 20 Market Share of B2B Customer Community Platform , Cloud Deployment, 2022
  • Fig. 21 Market Share of B2B Customer Community Platform , SMB Customers, 2022
  • Fig. 22 Market Share of B2B Customer Community Platform , Large Customers, 2022
  • Fig. 23 Market Share of B2B Customer Community Platform , Enterprise Customers, 2022