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市场调查报告书
商品编码
1675709

SQM 和 CEM 市场按类型（企业回馈管理、Web 分析、文字分析、语音分析）、应用（中小型企业、大型企业）和地区划分 2025 年至 2033 年

SQM and CEM Market by Type (Enterprise Feedback Management, Web Analytics, Text Analytics, Speech Analytics), Application (Small and Medium Businesses, Larger Enterprises), and Region 2025-2033
出版日期: | 出版商: IMARC | 英文 149 Pages | 商品交期: 2-3个工作天内

价格

2024IMARC Group全球 SQM 和 CEM 市场规模达到 52 亿美元。电信业的显着成长、对基于云端的解决方案的需求不断增长、研发（R&D）活动的​​加强以及人工智慧（AI）和机器学习（ML）演算法的利用是推动市场发展的一些关键因素。

服务品质管理（SQM）和客户体验管理（CEM）是指组织用于了解与特定产品和服务相关的客户体验的技术解决方案。它涉及各种工具和技术的利用，例如网路分析、企业回馈管理 (EFM) 系统、客户旅程地图软体和情绪分析工具。 SQM 和 CEM 被零售商、饭店、度假村、医院、诊所、银行、保险公司、电子商务平台、软体开发商和政府机构广泛使用。它们提高营运效率、改善服务交付、提高客户满意度、确保一致的品质、减少人为错误并优化资源配置。 SQM 和 CFM 也有助于建立积极的品牌形象、提高客户保留率、增加收入、实现更好的决策并获得竞争优势。因此，SQM 和 CEM 在汽车、电信、医疗保健、饭店、银行、金融服务和保险 (BFSI) 行业中得到广泛应用。

SQM 和 CEM 市场趋势：

电信业的显着成长是推动市场成长的主要因素之一。 SQM 和 CEM 被电信服务供应商广泛用于监控和衡量网路效能、提供个人化建议、优化客户旅程、改善计费和支付流程、增强自助服务选项以及实施主动的客户支援机制。此外，广泛利用 SQM 和 CEM 来改善服务、促进以客户为中心的文化、提供相关沟通并提供无缝的多通路体验，正在对市场成长产生积极影响。除此之外，对具有成本效益、可扩展、提供远端存取、确保更好的协作并提供增强的资料安全性的基于云端的解决方案的需求不断增长，有利于市场成长。此外，利用人工智慧 (AI) 和机器学习 (ML) 演算法来实现流程自动化、提供即时支援、个人化客户体验以及从大量客户资料中获取可操作的见解，正在对市场成长产生积极影响。除此之外，网站、行动应用程式和社交媒体等数位管道数量的不断增加，也促进了对 SQM 和 CEM 的需求，以确保无缝的数位参与并在各种管道上提供一致的体验。其他因素，包括快速的全球化活动、对数据驱动决策的不断增长的需求以及组织对客户保留的日益重视，预计将推动市场成长。

本报告回答的关键问题：

  • 全球 SQM 和 CEM 市场迄今表现如何？
  • 全球 SQM 和 CEM 市场有哪些驱动因素、限制因素和机会？
  • 每个驱动因素、限制因素和机会对全球 SQM 和 CEM 市场有何影响？
  • 主要的区域市场有哪些？
  • 哪些国家代表着最具吸引力的 SQM 和 CEM 市场？
  • 根据类型，市场区隔是怎样的？
  • 在SQM和CEM市场上哪种类型最具吸引力？
  • 根据应用，市场区隔是怎样的？
  • SQM 和 CEM 市场中最具吸引力的应用是什么？
  • 全球SQM和CEM市场的竞争格局是怎么样的？
  • 全球 SQM 和 CEM 市场的主要参与者/公司有哪些？

目录

第 1 章：前言

第 2 章：范围与方法

  • 研究目标
  • 利害关係人
  • 资料来源
    • 主要来源
    • 次要来源
  • 市场评估
    • 自下而上的方法
    • 自上而下的方法
  • 预测方法

第 3 章：执行摘要

第 4 章：简介

  • 概述
  • 主要行业趋势

第 5 章：全球 SQM 与 CEM 市场

  • 市场概况
  • 市场表现
  • COVID-19 的影响
  • 市场预测

第六章：市场细分：依类型

  • 企业回馈管理
  • 网路分析
  • 文字分析
  • 语音分析

第七章：市场区隔：依应用

  • 中小企业
  • 大型企业

第 8 章：市场区隔：按地区

  • 北美洲
    • 美国
    • 加拿大
  • 亚太
    • 中国
    • 日本
    • 印度
    • 韩国
    • 澳洲
    • 印尼
    • 其他的
  • 欧洲
    • 德国
    • 法国
    • 英国
    • 义大利
    • 西班牙
    • 俄罗斯
    • 其他的
  • 拉丁美洲
    • 巴西
    • 墨西哥
    • 其他的
  • 中东和非洲
    • 市场区隔：依国家

第九章：驱动因素、限制因素与机会

  • 概述
  • 驱动程式
  • 限制
  • 机会

第 10 章：价值链分析

第 11 章：波特五力分析

  • 概述
  • 买家的议价能力
  • 供应商的议价能力
  • 竞争程度
  • 新进入者的威胁
  • 替代品的威胁

第 12 章：价格分析

第 13 章：竞争格局

  • 市场结构
  • 关键参与者
  • 关键参与者简介
    • Adobe Inc.
    • Amdocs
    • eGain Corporation
    • Medallia Inc.
    • Microsoft Corporation
Product Code: SR112025A7870

The global SQM and CEM market size reached USD 5.2 Billion in 2024. Looking forward, IMARC Group expects the market to reach USD 10.0 Billion by 2033, exhibiting a growth rate (CAGR) of 7.19% during 2025-2033. The significant growth in the telecommunication industry, growing demand for cloud-based solutions, enhanced research and development (R&D) activities, and the utilization of artificial intelligence (AI) and machine learning (ML) algorithms represent some of the key factors driving the market.

Service quality management (SQM) and customer experience management (CEM) refer to technological solutions used by organizations to understand customer experience related to specific products and services. It involves the utilization of various tools and techniques, such as web analytics, enterprise feedback management (EFM) systems, customer journey mapping software, and emotional analytics tools. SQM and CEM are widely used by retailers, hotels, resorts, hospitals, clinics, banks, insurance companies, e-commerce platforms, software developers, and government agencies. They enhance operational efficiency, improve service delivery, increase customer satisfaction, ensure consistent quality, reduce human errors, and optimize resource allocations. SQM and CFM also assist in building a positive brand image, improving customer retention, increasing revenue, enabling better decision-making, and gaining competitive advantages. As a result, SQM and CEM find extensive applications across the automotive, telecommunication, healthcare, hospitality, and banking, financial services, and insurance (BFSI) industries.

SQM and CEM Market Trends:

The significant growth in the telecommunication industry is one of the primary factors propelling the market growth. SQM and CEM are widely used by telecom service providers to monitor and measure network performance, provide personalized recommendations, optimize customer journeys, improve billing and payment processes, enhance self-servicing options, and implement proactive customer support mechanisms. Furthermore, the widespread utilization of SQM and CEM to improve services, promote customer-centric culture, offer relevant communications, and provide seamless multi-channel experience, is positively influencing the market growth. Apart from this, the growing demand for cloud-based solutions that are cost-effective, scalable, provide remote access, ensure better collaboration, and offer enhanced data security is favoring the market growth. Additionally, the utilization of artificial intelligence (AI) and machine learning (ML) algorithms to automate processes, provide instant support, personalize customer experiences, and derive actionable insights from large volumes of customer data is positively influencing the market growth. Apart from this, the rising number of digital channels, such as websites, mobile applications, and social media, is facilitating the demand for SQM and CEM to ensure seamless digital engagement and deliver consistent experiences across various channels. Other factors, including rapid globalization activities, increasing demand for data-driven decision-making, and the growing emphasis on customer retention among organizations, are anticipated to drive the market growth.

Key Market Segmentation:

Type Insights:

  • Enterprise Feedback Management
  • Web Analytics
  • Text Analytics
  • Speech Analytics

Application Insights:

  • Small and Medium Businesses
  • Larger Enterprises

Regional Insights:

  • North America
  • United States
  • Canada
  • Asia Pacific
  • China
  • Japan
  • India
  • South Korea
  • Australia
  • Indonesia
  • Others
  • Europe
  • Germany
  • France
  • United Kingdom
  • Italy
  • Spain
  • Russia
  • Others
  • Latin America
  • Brazil
  • Mexico
  • Others
  • Middle East and Africa
  • The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America was the largest market for SQM and CEM. Some of the factors driving the North America SQM and CEM market included rapid globalization activities, increasing emphasis on customer-centric approaches, and various technological advancements.

Competitive Landscape:

  • The report has also provided a comprehensive analysis of the competitive landscape in the global SQM and CEM market. Detailed profiles of all major companies have been provided. Some of the companies covered include Adobe Inc., Amdocs, eGain Corporation, Medallia Inc., Microsoft Corporation, etc. Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.

Key Questions Answered in This Report:

  • How has the global SQM and CEM market performed so far, and how will it perform in the coming years?
  • What are the drivers, restraints, and opportunities in the global SQM and CEM market?
  • What is the impact of each driver, restraint, and opportunity on the global SQM and CEM market?
  • What are the key regional markets?
  • Which countries represent the most attractive SQM and CEM market?
  • What is the breakup of the market based on the type?
  • Which is the most attractive type in the SQM and CEM market?
  • What is the breakup of the market based on the application?
  • Which is the most attractive application in the SQM and CEM market?
  • What is the competitive structure of the global SQM and CEM market?
  • Who are the key players/companies in the global SQM and CEM market?

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

  • 4.1 Overview
  • 4.2 Key Industry Trends

5 Global SQM and CEM Market

  • 5.1 Market Overview
  • 5.2 Market Performance
  • 5.3 Impact of COVID-19
  • 5.4 Market Forecast

6 Market Breakup by Type

  • 6.1 Enterprise Feedback Management
    • 6.1.1 Market Trends
    • 6.1.2 Market Forecast
  • 6.2 Web Analytics
    • 6.2.1 Market Trends
    • 6.2.2 Market Forecast
  • 6.3 Text Analytics
    • 6.3.1 Market Trends
    • 6.3.2 Market Forecast
  • 6.4 Speech Analytics
    • 6.4.1 Market Trends
    • 6.4.2 Market Forecast

7 Market Breakup by Application

  • 7.1 Small and Medium Businesses
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2 Large Enterprises
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast

8 Market Breakup by Region

  • 8.1 North America
    • 8.1.1 United States
      • 8.1.1.1 Market Trends
      • 8.1.1.2 Market Forecast
    • 8.1.2 Canada
      • 8.1.2.1 Market Trends
      • 8.1.2.2 Market Forecast
  • 8.2 Asia-Pacific
    • 8.2.1 China
      • 8.2.1.1 Market Trends
      • 8.2.1.2 Market Forecast
    • 8.2.2 Japan
      • 8.2.2.1 Market Trends
      • 8.2.2.2 Market Forecast
    • 8.2.3 India
      • 8.2.3.1 Market Trends
      • 8.2.3.2 Market Forecast
    • 8.2.4 South Korea
      • 8.2.4.1 Market Trends
      • 8.2.4.2 Market Forecast
    • 8.2.5 Australia
      • 8.2.5.1 Market Trends
      • 8.2.5.2 Market Forecast
    • 8.2.6 Indonesia
      • 8.2.6.1 Market Trends
      • 8.2.6.2 Market Forecast
    • 8.2.7 Others
      • 8.2.7.1 Market Trends
      • 8.2.7.2 Market Forecast
  • 8.3 Europe
    • 8.3.1 Germany
      • 8.3.1.1 Market Trends
      • 8.3.1.2 Market Forecast
    • 8.3.2 France
      • 8.3.2.1 Market Trends
      • 8.3.2.2 Market Forecast
    • 8.3.3 United Kingdom
      • 8.3.3.1 Market Trends
      • 8.3.3.2 Market Forecast
    • 8.3.4 Italy
      • 8.3.4.1 Market Trends
      • 8.3.4.2 Market Forecast
    • 8.3.5 Spain
      • 8.3.5.1 Market Trends
      • 8.3.5.2 Market Forecast
    • 8.3.6 Russia
      • 8.3.6.1 Market Trends
      • 8.3.6.2 Market Forecast
    • 8.3.7 Others
      • 8.3.7.1 Market Trends
      • 8.3.7.2 Market Forecast
  • 8.4 Latin America
    • 8.4.1 Brazil
      • 8.4.1.1 Market Trends
      • 8.4.1.2 Market Forecast
    • 8.4.2 Mexico
      • 8.4.2.1 Market Trends
      • 8.4.2.2 Market Forecast
    • 8.4.3 Others
      • 8.4.3.1 Market Trends
      • 8.4.3.2 Market Forecast
  • 8.5 Middle East and Africa
    • 8.5.1 Market Trends
    • 8.5.2 Market Breakup by Country
    • 8.5.3 Market Forecast

9 Drivers, Restraints, and Opportunities

  • 9.1 Overview
  • 9.2 Drivers
  • 9.3 Restraints
  • 9.4 Opportunities

10 Value Chain Analysis

11 Porters Five Forces Analysis

  • 11.1 Overview
  • 11.2 Bargaining Power of Buyers
  • 11.3 Bargaining Power of Suppliers
  • 11.4 Degree of Competition
  • 11.5 Threat of New Entrants
  • 11.6 Threat of Substitutes

12 Price Analysis

13 Competitive Landscape

  • 13.1 Market Structure
  • 13.2 Key Players
  • 13.3 Profiles of Key Players
    • 13.3.1 Adobe Inc.
      • 13.3.1.1 Company Overview
      • 13.3.1.2 Product Portfolio
      • 13.3.1.3 Financials
      • 13.3.1.4 SWOT Analysis
    • 13.3.2 Amdocs
      • 13.3.2.1 Company Overview
      • 13.3.2.2 Product Portfolio
      • 13.3.2.3 Financials
    • 13.3.3 eGain Corporation
      • 13.3.3.1 Company Overview
      • 13.3.3.2 Product Portfolio
      • 13.3.3.3 Financials
    • 13.3.4 Medallia Inc.
      • 13.3.4.1 Company Overview
      • 13.3.4.2 Product Portfolio
    • 13.3.5 Microsoft Corporation
      • 13.3.5.1 Company Overview
      • 13.3.5.2 Product Portfolio
      • 13.3.5.3 Financials
      • 13.3.5.4 SWOT Analysis

Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.

List of Figures

  • Figure 1: Global: SQM and CEM Market: Major Drivers and Challenges
  • Figure 2: Global: SQM and CEM Market: Sales Value (in Billion USD), 2019-2024
  • Figure 3: Global: SQM and CEM Market Forecast: Sales Value (in Billion USD), 2025-2033
  • Figure 4: Global: SQM and CEM Market: Breakup by Type (in %), 2024
  • Figure 5: Global: SQM and CEM Market: Breakup by Application (in %), 2024
  • Figure 6: Global: SQM and CEM Market: Breakup by Region (in %), 2024
  • Figure 7: Global: SQM and CEM (Enterprise Feedback Management) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 8: Global: SQM and CEM (Enterprise Feedback Management) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 9: Global: SQM and CEM (Web Analytics) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 10: Global: SQM and CEM (Web Analytics) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 11: Global: SQM and CEM (Text Analytics) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 12: Global: SQM and CEM (Text Analytics) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 13: Global: SQM and CEM (Speech Analytics) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 14: Global: SQM and CEM (Speech Analytics) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 15: Global: SQM and CEM (Small and Medium Businesses) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 16: Global: SQM and CEM (Small and Medium Businesses) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 17: Global: SQM and CEM (Large Enterprises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 18: Global: SQM and CEM (Large Enterprises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 19: North America: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 20: North America: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 21: United States: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 22: United States: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 23: Canada: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 24: Canada: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 25: Asia-Pacific: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 26: Asia-Pacific: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 27: China: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 28: China: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 29: Japan: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 30: Japan: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 31: India: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 32: India: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 33: South Korea: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 34: South Korea: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 35: Australia: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 36: Australia: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 37: Indonesia: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 38: Indonesia: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 39: Others: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 40: Others: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 41: Europe: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 42: Europe: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 43: Germany: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 44: Germany: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 45: France: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 46: France: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 47: United Kingdom: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 48: United Kingdom: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 49: Italy: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 50: Italy: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 51: Spain: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 52: Spain: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 53: Russia: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 54: Russia: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 55: Others: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 56: Others: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 57: Latin America: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 58: Latin America: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 59: Brazil: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 60: Brazil: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 61: Mexico: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 62: Mexico: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 63: Others: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 64: Others: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 65: Middle East and Africa: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 66: Middle East and Africa: SQM and CEM Market: Breakup by Country (in %), 2024
  • Figure 67: Middle East and Africa: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 68: Global: SQM and CEM Industry: Drivers, Restraints, and Opportunities
  • Figure 69: Global: SQM and CEM Industry: Value Chain Analysis
  • Figure 70: Global: SQM and CEM Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: SQM and CEM Market: Key Industry Highlights, 2024 & 2033
  • Table 2: Global: SQM and CEM Market Forecast: Breakup by Type (in Million USD), 2025-2033
  • Table 3: Global: SQM and CEM Market Forecast: Breakup by Application (in Million USD), 2025-2033
  • Table 4: Global: SQM and CEM Market Forecast: Breakup by Region (in Million USD), 2025-2033
  • Table 5: Global: SQM and CEM Market: Competitive Structure
  • Table 6: Global: SQM and CEM Market: Key Players