2024 年全球顾客关係管理的成长机会

Growth Opportunities in Global Customer Relationship Management, 2024

出版日期: 2024年09月20日 | 出版商:

Frost & Sullivan | 英文 30 Pages | 商品交期: 最快1-2个工作天内

价格

简介目录

由人工智慧和资料分析提供支援的可整合、易于使用的 CRM 解决方案可提供个人化的客户体验

为了提供出色的客户体验，企业需要在所有接触点上获得统一的客户视图，这可以透过客户关係管理 (CRM) 解决方案来实现。透过获取和利用丰富的可用客户资料，公司可以实现与客户的互动，从而实现盈利、生产力更高、价值更丰富、改善体验并建立忠诚度，并将其用于行销和销售措施。

Frost & Sullivan 期望人工智慧 (AI) 支援的 CRM 系统能够更了解客户行为，从而最大限度地提高业务价值。这些系统将深入询问社交媒体对话、物联网连接产品以及扩增实境和虚拟现实，以获取改进、主动预测和基于意图的有针对性的优惠等见解。 CRM 应用程式将与相邻的行销、销售、规划和管理解决方案以及数位管道深度集成，以提供统一的客户和使用者体验，同时降低 IT 和供应商管理成本。本报告讨论了值得注意的行业趋势、CRM 软体市场洞察、市场成长驱动因素和限制因素、CRM 解决方案供应商的重点以及成长机会。

除非另有说明，本评论中表达的观点均为 Frost & Sullivan 的观点，并透过研究、访谈和分析得出。 Frost & Sullivan 拥有一支由分析师和顾问组成的全球团队，他们不断研究跨多个行业和地区的广泛市场。作为这项持续研究的一部分，我们确定了真正的行业领导者并提供称为 GIL（成长、创新、领导力）的最佳实践的公司。这些公司具有前瞻性思维和创新能力，可以在未来需求成为主流之前满足其需求。我们通常是第一个将新解决方案推向市场的人。这些服务和解决方案提供者专注于以最优惠的价格提供最好的产品，以最大限度地提高客户价值和客户体验，并以此成为各自行业的成长领导者。

To deliver excellent customer experience, organizations require a single view of customers across all touchpoints, which they can achieve through customer relationship management (CRM) solutions. Businesses aim to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing, and loyalty-building interactions with their customers and apply them in their marketing and sales initiatives.

Frost & Sullivan expects artificial intelligence (AI)-driven CRM systems to capture more customer actions to maximize business value. These systems will deeply mine social media conversations, Internet of Things-connected products, and augmented and virtual reality for insights, including improvements and anticipatory, intent-based, targeted offers. CRM applications will become deeply integrated with adjacent marketing, sales, planning, and management solutions as well as with digital channels to provide a unified customer and user experience at lower IT and vendor management costs. This report discusses notable industry trends, insights into the CRM software market, industry growth drivers and restraints, CRM solution vendors' focus, and growth opportunities.

Unless otherwise noted, the opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research, interviews, and analysis. Frost & Sullivan has a global team of analysts and consultants who continuously research a wide range of markets across multiple sectors and geographies. As part of this ongoing research, we identify companies that are true industry leaders, delivering best practices in what we term growth, innovation, and leadership (GIL). These companies have a keen eye on the future and drive innovation that meets upcoming needs before they become commonly visible. They are often the first to market with new solutions. These service and solution providers focus on delivering the best products at optimal prices to maximize customer value and CX, and by doing so, are growth leaders in their respective industries.

Strategic Imperatives

Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top Three Strategic Imperatives on the Global Customer Relationship Management Industry
Growth Opportunities Fuel the Growth Pipeline Engine™