客戶通訊管理市場:現狀分析與預測(2022-2030年)

由於多渠道營銷的進步和客戶體驗管理的成熟，客戶溝通管理市場預計將以 12% 左右的速度穩定增長。此外，在客戶溝通管理中擴大使用移動性和分析也是推動市場增長的因素。此外，客戶通信管理市場中產品發布數量的增加是促進市場增長的最突出因素之一。例如，2023年5月，Change Communication軟體服務提供商Butterfly Solutions宣布推出新平台。

為了更好地了解客戶溝通管理行業的市場採用情況，市場分為北美（美國、加拿大、北美其他地區）、歐洲（德國、英國、法國、西班牙、意大利、歐洲其他地區）、亞洲太平洋地區（中國、日本）、印度、亞太地區其他地區）以及世界其他地區。2021年，北美將在全球客戶溝通管理市場中佔據很大佔有率。對個性化體驗的需求、監管響應、大流行加速的數字化轉型和電子商務增長是推動市場增長的一些最突出的因素。客戶知道，在當今快節奏、數字化驅動的商業環境中，有效管理客戶溝通對於保持競爭力、確保合規性和建立牢固的客戶關係至關重要。我認識到這一點。

目錄

第1章 市場簡介

• 市場定義
• 主要目的
• 相關利益者
• 限制事項

第2章 調查手法或前提

• 調查流程
• 調查手法
• 受訪者簡介

第3章 市場摘要

第4章 摘要整理

第5章 COVID-19對客戶通訊管理市場帶來的影響

第6章 客戶通訊管理市場收益，2020-2030年

第7章 市場洞察:各零件

• 解決方案
• 服務

第8章 市場洞察:各部署

• 內部部署
• 雲端

第9章 市場洞察:各業界

• 資訊通訊技術
• 銀行及金融服務
• 電子商務
• 醫療保健
• 其他

第10章 市場洞察:各地區

• 北美
  • 美國
  • 加拿大
  • 其他北美地區
• 歐洲
  • 德國
  • 英國
  • 法國
  • 義大利
  • 西班牙
  • 其他歐洲地區
• 亞太地區
  • 中國
  • 日本
  • 印度
  • 其他亞太地區
• 全球其他地區

第11章 客戶通訊管理市場動態

• 推動市場要素
• 市場課題
• 影響分析

第12章 客戶通訊管理市場機會

第13章 客戶通訊管理市場趨勢

第14章 需求面和供給面的分析

• 需求面分析
• 供給面分析

第15章 價值鏈分析

第16章 策略性洞察能力

第17章 競爭模式

• 競爭情形
  • 波特的五力分析

第18章 企業簡介

• Adobe
• Oracle
• Open Text Corporation
• Zendesk
• Capgemini
• Newgen Software Technologies Limited
• Sefas Innovation, Inc.
• Quadient
• MESSAGEPOINT INC.
• Smart Communications

第19章 免責聲明

Customer communication management is a strategic framework for organizing, managing, storing, retrieving, and enhancing inbound and outbound customer communications. Customer communication management tools use digitized applications and software solutions to localize conversations from multiple communication channels into one central space.

The Customer Communication Management Market stood at 1.9 billion in 2021 and is expected to grow at a steady rate of around 12% owing to the increasing advancement in multi-channel marketing and customer experience management. Moreover, the increasing use of mobility and analytics for customer communication management is another factor helping the market to grow. Additionally, the growing number of product launches in the customer communication management market is one of the most prominent factors contributing to the growth of the market. For instance, in May 2023, Butterflye Solutions, a services provider of change communications software, announced the launch of its new platform.

Based on component, the market is bifurcated into solutions and services. The solutions segment catered to a significant share of the market owing to the need for enhanced customer experiences, the rise of digital transformation, regulatory compliance requirements, and the importance of data-driven insights. These solutions empower businesses to effectively manage and personalize their customer communications across multiple channels, resulting in improved customer satisfaction, loyalty, and overall business success

On the basis of deployment, the market is classified into on-premises and cloud. Among these, the cloud segment is expected to grow at a substantial CAGR during the forecast period. The growing demand for cloud-deployed CCM is driven by its flexibility, accessibility, security, cost savings, and ability to support personalized customer experiences. As businesses strive to remain competitive in a digital-first world, cloud-based CCM solutions offer the necessary tools and infrastructure to effectively manage customer communications, enhance productivity, and drive customer satisfaction

By industry, the market is divided into information & communication technology, banking & financial services, e-commerce, healthcare, and others. The information & communication technology segment catered to a significant share of the global customer communication management market in 2021 majorly due to the need for effective customer communication, personalized experiences, data-driven insights, regulatory compliance, and operational efficiency. As businesses strive to deliver exceptional customer experiences in the digital age, customer communication management has emerged as a vital tool to meet these evolving demands and stay ahead in a highly competitive market

For a better understanding of the market adoption of the Customer Communication Management industry, the market is analyzed based on its worldwide presence in the countries such as North America (U.S., Canada, Rest of North America), Europe (Germany, U.K., France, Spain, Italy, Rest of Europe), Asia-Pacific (China, Japan, India, Rest of Asia-Pacific), Rest of World. North America held a significant share of the global customer communication management market in 2021. The need for personalized experiences, regulatory compliance, the digital shift accelerated by the pandemic, and the growth of e-commerce are some of the most prominent factors driving the growth of the market. Businesses recognize that effective management of customer communications is crucial for maintaining a competitive edge, ensuring compliance, and building strong customer relationships in today's fast-paced and digitally-driven business landscape

Some of the major players operating in the market include: Adobe; Oracle; Open Text Corporation; Zendesk; Capgemini; Newgen Software Technologies Limited; Sefas Innovation, Inc.; Quadient; MESSAGEPOINT INC.; and Smart Communications.

TABLE OF CONTENTS

1 MARKET INTRODUCTION

• 1.1. Market Definitions
• 1.2. Main Objective
• 1.3. Stakeholders
• 1.4. Limitation

2 RESEARCH METHODOLOGY OR ASSUMPTION

• 2.1. Research Process of the Customer Communications Management Market
• 2.2. Research Methodology of the Customer Communications Management Market
• 2.3. Respondent Profile

3 MARKET SYNOPSIS

4 EXECUTIVE SUMMARY

5 IMPACT OF COVID-19 ON THE CUSTOMER COMMUNICATIONS MANAGEMENT MARKET

6 CUSTOMER COMMUNICATIONS MANAGEMENT MARKET REVENUE, 2020-2030F

7 MARKET INSIGHTS BY COMPONENT

• 7.1. Solutions
• 7.2. Services

8 MARKET INSIGHTS BY DEPLOYMENT

• 8.1. On-Premises
• 8.2. Cloud

9 MARKET INSIGHTS BY INDUSTRY

• 9.1. Information & Communication Technology
• 9.2. Banking & Financial Services
• 9.3. E-Commerce
• 9.4. Healthcare
• 9.5. Others

10 MARKET INSIGHTS BY REGION

• 10.1. North America
  • 10.1.1. U.S.
  • 10.1.2. Canada
  • 10.1.3. Rest of North America
• 10.2. Europe
  • 10.2.1. Germany
  • 10.2.2. U.K.
  • 10.2.3. France
  • 10.2.4. Italy
  • 10.2.5. Spain
  • 10.2.6. Rest of Europe
• 10.3. Asia-Pacific
  • 10.3.1. China
  • 10.3.2. Japan
  • 10.3.3. India
  • 10.3.4. Rest of Asia-Pacific
• 10.4. Rest of World

11 CUSTOMER COMMUNICATIONS MANAGEMENT MARKET DYNAMICS

• 11.1. Market Drivers
• 11.2. Market Challenges
• 11.3. Impact Analysis

12 CUSTOMER COMMUNICATIONS MANAGEMENT MARKET OPPORTUNITIES

13 CUSTOMER COMMUNICATIONS MANAGEMENT MARKET TRENDS

14 DEMAND AND SUPPLY-SIDE ANALYSIS

• 14.1. Demand Side Analysis
• 14.2. Supply Side Analysis

15 VALUE CHAIN ANALYSIS

16 STRATEGIC INSIGHTS

17 COMPETITIVE SCENARIO

• 17.1. Competitive Landscape
  • 17.1.1. Porters Fiver Forces Analysis

18 COMPANY PROFILED

• 18.1. Adobe
• 18.2. Oracle
• 18.3. Open Text Corporation
• 18.4. Zendesk
• 18.5. Capgemini
• 18.6. Newgen Software Technologies Limited
• 18.7. Sefas Innovation, Inc.
• 18.8. Quadient
• 18.9. MESSAGEPOINT INC.
• 18.10. Smart Communications

19 DISCLAIMER