顾客关係管理(CRM)软体市场(2023年):Frost Radar

Frost Radar: Customer Relationship Management Software, 2023

出版日期: 2023年01月20日 | 出版商:

Frost & Sullivan | 英文 36 Pages | 商品交期: 最快1-2个工作天内

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简介目录

顾客关係管理(CRM)市场上，新的使用案例和产业特有的解决方案登场，竞争将激烈化。还有对提供含CRM的一系列解决方案的大供应商，小规模供应商的进入和课题将继续增加。

本报告提供全球顾客关係管理(CRM)软体市场相关调查分析，Frost Radar(TM)以独有手法确认企业的市场定位，各企业的优势，机会，及定位相关考察为基础竞争简介。

Businesses want collaborative customer relationship management (CRM) software that unifies all resources related to a particular deal and customer, eliminating siloes between different customer-facing teams and departments. Most CRM vendors already offer solutions with collaboration features that can integrate with contact center applications, but they need to continue ironing out the creases that hinder optimal integrations to outperform their competitors.

With tremendous volumes of customer interaction data available, both unstructured and structured, organizations struggle to integrate and streamline it for use from a single place. To help, they will invest in AI-enabled CRM software that can analyze customer records and business data collected across channels. Frost & Sullivan finds that "becoming more data-centric" is one of the top business priorities among enterprise decision-makers. As a result, reliance on AI and data analytics will increase. More customer actions will be captured by artificial intelligence (AI)-driven CRM systems to maximize value. Social media conversations and Internet of Things-connected products will be deeply mined for insights, including for improvements and anticipatory, intent-based, targeted offers.

In the next year, dealing with security and privacy concerns will be among the top challenges IT departments face. Any kind of data mix-up or theft can lead to heavy losses and serious repercussions. CRM vendors will need to offer an advanced level of security for data protection.

CRM tools will continue to integrate data from a variety of sources, including the Internet of Things (IoT). IoT devices can provide data about product issues, maintenance needs, and improper use. With the expansion in data sources, businesses will be able to monitor their end customers and offer services in new and proactive ways.

Competition will intensify in the CRM market with new use cases and industry-specific solutions coming up. Also, smaller vendors will continue to enter and challenge large vendors that offer a suite of solutions, including CRM.

The Frost Radar reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. The document presents competitive profiles of each of the companies in the Frost Radar based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyses hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.