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市場調查報告書
商品編碼
1445915

CRM - 客戶參與中心：全球市場份額 (2022)

Market Share: CRM - Customer Engagement Centre, 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 CRM - 客戶互動中心市場的複合年增長率將達到 11.70%。

當今世界，組織面臨有效管理與客戶互動的壓力。 由於回應時間可變、資訊缺失和服務品質不足等挑戰，組織難以在溝通管道上提供一致的客戶體驗，從而導致客戶不滿意和沮喪。 結果，溝通變得斷開，組織內的部門在回應客戶詢問時面臨問題，並且關係破裂。 組織需要一個集中式系統來輕鬆追蹤和儲存客戶資料。 您需要一個能夠打破分散營運並允許內部部門在協作空間中工作的平台。 組織需要一個統一的平台來幫助他們制定改善客戶關係的策略。 客戶參與中心 (CEC) 就是這樣做的。 CEC 的主要功能是在整個客戶旅程中創造富有洞察力的體驗。 該平台超越了傳統的客戶服務，利用智慧人工智慧來考慮不同接觸點和管道可能出現的所有場景。 該平台統一了多個溝通管道，提供個人化和情境體驗，管理知識庫和自助服務選項，追蹤客戶互動並協調活動。

在本報告中，CRM - 客戶參與中心被定義為 "整合多種通訊管道、資料庫管理系統和人工智慧(AI)/機器學習(ML) 工具，透過個人化互動為客戶提供無縫體驗。提供體驗的平台。 該平台作為客戶諮詢和技術支援請求的中心，並透過票務、案例管理、數據整合以及分析和報告等功能促進銷售服務自動化。 該平台使企業能夠分析客戶行為，以提高營運效率、提高客戶保留率和獲取率、改善客戶互動並提高投資回報率。 ”

隨著網路和智慧型手機的快速普及，客戶現在可以透過網路、社群媒體、線上市場和虛擬協作工作空間等各種管道輕鬆存取資訊。 CEC 平台透過部署虛擬助理並透過自動通知和回饋簡化資訊共享，顯著改善了部門內的內部運作。 該平台直覺的介面使企業能夠個性化客戶互動並主動與客戶溝通，從而在競爭格局中獲得優勢。

本報告分析了全球 CRM - 客戶參與中心市場的份額結構，提供了解決方案概述、市場基本結構、按實施方法、地區、行業和公司類型劃分的份額結構以及行業我們將彙編並提供信息，例如向感興趣的各方提供建議。

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
    • 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-02392

Quadrant Knowledge Solutions Reveals that CRM Customer Engagement Center Market is Projected to Register a CAGR of 11.70% % by 2027.

In the present era, organisations have an acute requirement for effectively managing customer interactions. Organisations are struggling to provide consistent customer experiences throughout communication channels owing to challenges like fluctuating response times, lack of information and improper service quality leading to customer frustration and dissatisfaction. This has resulted in fragmented communication whereby departments within organisations are facing problems in handling customer queries leading to dismantling of relationships. Organisations require a centralized system wherein they can easily track and store customer data. They are in need of a platform that can break siloed operations and that allows internal departments to work in collaborative spaces. There should be a centralized platform that can help organizations to strategize on improving relationships with their customers. A customer engagement centre serves exactly the purpose. The primary function of a CEC is to create insightful experiences for customers throughout their journey. This platform goes beyond traditional customer service and takes into account all possible scenarios that can occur across various touchpoints and channels using intelligent AI. The platform helps in integrating multiple communication channels, providing personal and contextualized experiences, managing knowledge bases and self-service options, tracking customer interactions and orchestrating campaigns.

Quadrant Knowledge Solutions defines a CRM - Customer Engagement Centre as, "a platform that provides integration with multiple communication channels, database management systems and artificial intelligence (AI)/ machine learning (ML) tools to deliver a seamless experience to customers through personalized interactions. It serves the purpose of a hub for dealing with customer inquiries & technical support requests and facilitates sales service automation through functionalities like ticketing and case management, data consolidation and analytics & reporting. The platform enables organizations to improve their operational efficiency, increase customer retention & acquisition rates, improve customer interactions, and helps analyse customer activity for driving better ROI."

With rapid increase in usage of internet and smartphones, customers are now easily able to access information from various channels like web, social media, online marketplaces, virtual collaborative workspaces and more, thereby organizations are adopting customer engagement platform to deal with the change. The CEC platform allows implementation of virtual assistants and significantly improves internal operations within departments by streamlining information sharing through automated notifications and feedbacks. The platform's intuitive interface allows organizations to personalize interactions and make proactive communications with customers helping them to stay ahead in the competitive landscape.

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