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市场调查报告书
商品编码
1445662

客户资讯系统：市场占有率分析、产业趋势与统计、成长预测（2024-2029）

Customer Information System - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2024 - 2029)
出版日期: | 出版商: Mordor Intelligence | 英文 123 Pages | 商品交期: 2-3个工作天内

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简介目录

客户资讯系统（CIS）市场规模预计到2024年为15.5亿美元，预计到2029年将达到28.6亿美元，在预测期内（2024-2029年）持续成长，复合年增长率为12.99%。

客户资讯系统-市场

由于对客户满意度的日益关注，客户资讯系统 (CIS) 的采用正在增加。公司正在转向一套能够有效地将 CRM 解决方案整合到具有使用者定义栏位的动态资料库中的解决方案。

主要亮点

  • 企业优先考虑减少客户回应时间，并为销售负责人提供完整的客户资料历史记录和随附文檔，以更好地理解问题。客户资讯系统以客户满意度为中心，为销售负责人提供即时客户资料库资料，从而提高服务品质。 CIS 解决方案整合可以直接存取有用的客户信息，消除重复资料输入的范围，从而更快地追踪问题和查询。
  • 提供 CIS 解决方案的供应商当前的市场趋势是越来越多地整合从添加到 CRM 软体的文件中提取的信息，例如公司名称和地址、订单号、支援问题及其解决方案等。 CIS 系统透过将这些文件与提供资料上下文的相关资讯（例如提案、合约、通讯和电子邮件）整合来帮助提供分析支援。
  • 数位技术改变了公用事业客户与产品和服务互动的方式。您需要一个高效的解决方案和软体包来解决此公用事业收费仪表到现金流程并启用多个客户端通讯管道，包括客服中心、互动式语音应答 (IVR) 等。 CIS解决方案允许企业将自己的客户管理需求与软体无缝集成，而不是强迫他们根据自己的软体需求进行精简。
  • CIS 储存公司的个人资讯，例如销售、客户和企业资料资料。系统资料外洩可能会损害企业、引发诉讼，并对品牌声誉和消费者信任造成不可挽回的伤害。因此，许多企业对于是否实施这项制度犹豫不决。资料隐私外洩的风险限制了市场的成长，并对 CIS 供应商构成了重大挑战。
  • COVID-19 的爆发促使该地区的组织采取一切必要措施，确保员工和社区的安全。然而，在疫情期间，跨产业营运的组织仍需要寻找市场机会、完成销售并解决客户问题。此外，随着在家工作的要求，公司越来越多地需要在这种远距工作环境中与客户合作，这对所研究的市场产生了积极影响。

客户资讯系统（CIS）市场趋势

零售业呈现显着成长

  • 资讯系统解决方案在零售业中发挥重要作用，执行各种任务，如计划、库存管理、预算、维护客户资讯、销售目标管理、POS 交易和物流。
  • 许多公司正在开发适合各种规模组织且考虑到可负担性的 CIS 解决方案。例如，2023 年 1 月，Info Noble 的解决方案使各种规模的组织能够拥有一个低成本的 CRM 系统，该系统具有易于设定且易于使用的 UI。
  • 消费者资讯管理软体分析现有和潜在客户的资料，帮助企业更好地了解客户并维护和发展客户关係。为了帮助企业推动销售并更好地了解客户，客户关係管理系统收集零售领域的重要联络资讯、个人资讯、销售历史记录、客户沟通和客户回馈。我们收集与以下相关的资讯。
  • 许多面向消费者的公司主要专注于遵守当地隐私法，这可能会以加强其整体资料管理计画为代价。客户资料以及获取和改进这些资料的过程最终将成为 B2C 公司的核心。提高客户资料的品质和完整性使组织能够更好地了解消费者行为，并有可能提供针对特定细分市场的新产品和服务，同时实现和维持合规性。
  • 为了将资料转化为有意义的知识，公司需要按客户连接不同的系统，并将资料忠诚度应用程式和相关社交媒体的资料到每个人。透过将所有可用的操作与单一消费者联繫起来，企业可以建立全面的资料管理计划，以纳入面向客户的新见解。这将有利于零售业，并将促进 CIS 在零售业的采用。

预计北美将占据主要份额

  • 北美是 CIS 软体的主要采用者之一，被认为是公共和能源分析的主要市场之一。对创新的关注主要透过已开发国家的研发和技术进步来推动该地区的需求。
  • 此外，该地区的市场上有大量供应商。其中包括 IBM 公司、Oracle 公司、SAP SE 等。与加拿大相比，美国在需求成长方面发挥重要作用。该国的需求不断增加，特别是来自石油和天然气、精製和发电行业的需求。
  • 在过去的几年里，整合系统已经成熟到 CIS 即服务 (CaaS) 已成为现实。使用 CIS 即服务可以带来许多直接的好处。与传统实施相比，CaaS 的 TCO（总拥有成本）至少低 40%，营运成本为每月每公尺 1 至 2 美元，具体取决于规模和所需服务。例如，美国俄亥俄河谷的公共公用事业公司 Wipro 已采用 CaaS，并计划以服务局的形式提供，允许其他营业单位共用基础设施。
  • 在美国，公用事业公司重新专注于减少未计费水量，这推动了对智慧电錶的强劲需求。智慧申请和漏水检测的进一步优势预计将推动智慧电錶的安装并推动所研究市场的成长。计量和新需求（例如智慧电网和智慧系统）使得 CIS 对于计量到现金 (M2C) 流程、新产品开发和供应最佳化至关重要。 CIS还可以管理AMI（进阶计量基础设施）产生的大量资料。
  • 在美国，NV Energy 是首批全面部署 AMI 的投资者拥有的公用事业公司 (IOU) 之一，安装了 1,310,000 个智慧电錶。根据美国能源效率经济委员会 (ACEEE) 的说法，这是少数几个能够充分利用 AMI资料潜力的主要 IOU 之一。使用最广泛的是 Bidgley 透过其企业资料分析和非行为需求端管理 (DSM) 程序进行的线上家庭能源审核。

客户资讯系统 (CIS) 产业概述

客户资讯系统市场是半整合的，很少有公司拥有主要的市场占有率。拥有显着市场份额的领先公司正致力于扩大跨地区的客户群。这些公司利用策略创新和协作倡议来扩大市场占有率并提高盈利。

2023年1月，能源公司AGL Energy（AGL）与微软合作提供云端基础的资料权利资料，这将使AGL能够根据澳洲严格的消费者资料权利（CDR）法律向客户提供消费者资料权利服务。 。此举的结果是，消费者将拥有更大的影响力，AGL 将有更多有吸引力的机会来提供独特的客户体验。

2023 年 1 月，全球天然健康和鞋类公司 VIVOBAREFOOT 将受益于与欧唯特 CRM Solutions 的合作，以改善客户服务并支持英国和国际市场的成长。根据该协议，欧唯特将与该公司合作开发多通路顾客关怀解决方案，该解决方案可以随着品牌的发展而扩展，并继续为消费者的询问提供快速且有用的答案。

2022 年 12 月，Ameripro Energy Corp. 成为一家进入纽约和 PJM 市场的能源供应商，也是一家为公共和能源提供云端基础的客户体验、软体即服务(SaaS) 解决方案的领先提供商，成为VertexOne合作伙伴。宣布与一家企业建立合作关係。 Ameripro Energy Corp. 选择 VertexOne 的客户资讯系统 (CIS) 平台 VXretail 来执行 EDI 交易管理，而客户服务、申请和市场例外平台 VXexchange 将处理客户服务。

其他福利

  • Excel 格式的市场预测 (ME) 表
  • 3 个月分析师支持

目录

第一章简介

  • 研究假设和市场定义
  • 调查范围

第二章调查方法

第三章执行摘要

第四章市场洞察

  • 市场概况
  • 产业吸引力－波特五力分析
    • 供应商的议价能力
    • 买方议价能力
    • 新进入者的威胁
    • 替代品的威胁
    • 竞争公司之间敌对的强度
  • 评估 COVID-19感染疾病对产业的影响

第五章市场动态

  • 市场驱动因素
    • 全球公用事业收费消耗增加
    • 新兴云端和物联网技术
  • 市场挑战
    • 严格的政府资料法规

第六章市场区隔

  • 按发展
    • 云
    • 本地
  • 按配置
    • 解决方案
    • 服务
  • 按最终用户
    • 使用 CRM 的最终用户
      • BFSI
      • 零售
      • 电讯
    • 最终用户（CIS）
      • 水和污水管理
      • 能源和公共事业
      • 其他最终用户
  • 按地区
    • 北美洲
    • 欧洲
    • 亚太地区
    • 拉丁美洲
    • 中东和非洲

第七章 竞争形势

  • 公司简介
    • Oracle Corporation
    • Fluentgrid Limited
    • IBM Corporation
    • Wipro Limited
    • Cayenta CIS
    • Gentrack Group Limited
    • SAP SE
    • Itineris NV
    • Hydro Comp Enterprises Ltd
    • Open International LLC

第八章投资分析

第9章 未来展望

简介目录
Product Code: 71350

The Customer Information System Market size is estimated at USD 1.55 billion in 2024, and is expected to reach USD 2.86 billion by 2029, growing at a CAGR of 12.99% during the forecast period (2024-2029).

Customer Information System - Market

The growing adoption of a Customer Information System (CIS) is driven by the increasing focus on customer satisfaction. Companies are moving toward a suite of solutions that can effectively integrate CRM solutions into a dynamic database with user-defined fields.

Key Highlights

  • Companies have prioritized decreasing customer response times and providing sales personnel with a full history of the customer data and accompanying documents to help them better understand the problem. Central to the customer satisfaction theme, Customer Information Systems equip sales personnel with real-time customer database data, which leads to an enhanced quality of service. The follow-up of issues and queries becomes faster with the integration of CIS solutions as the scope of duplicate data entries is eliminated with direct access to useful customer information.
  • The current market trends of vendors offering CIS solutions can be characterized by the increasing integration of information extracted from documents added to the CRM software, including company names and addresses, order numbers, and support issues and their resolution. The CIS systems help with providing analytical support by integrating these documents with related information like proposals, contracts, correspondence, and emails that provide the context for that data.
  • Digital technology has changed the way utility customers interact with products and services. There is a need for highly efficient solutions and software packages to resolve this utility meter-to-cash utility meter-to-cash process and enable several client communications channels, including call centers, interactive voice responses (IVRs), and others. CIS solutions allow companies to seamlessly integrate their unique customer management needs with the software rather than compelling companies to streamline according to the software needs.
  • CIS stores the companies' private information, including sales, customer, and corporate intelligence data. A system data breach could be detrimental to the company, resulting in lawsuits or irrevocable harm to its brand's reputation and consumer trust. Many companies are hesitant to adopt the system as a result. The risk of data privacy violations is restricting market growth and providing a significant challenge for CIS vendors.
  • The outbreak of COVID-19 prompted organizations across the region to undertake all the necessary steps to ensure the safety of their employees and the community. However, organizations operating in multiple verticals must pursue market opportunities, close sales, and resolve customer issues despite the pandemic. Also, following the mandate of working from home, companies have increasingly been required to collaborate with their clients in this remote working environment, which has created a positive impact on the studied market.

Customer Information System (CIS) Market Trends

Retail to Witness Significant Growth

  • Information system solutions in the retail sector play a vital role and perform a variety of tasks, including planning, inventory control, budgeting, maintaining customer information and sales targets management, as well as point-of-sale transactions and logistics.
  • Many companies are developing their CIS solutions suitable for organizations of any size with a consideration of affordable pricing. For instance, in January 2023, Info Noble's solution made a CRM system at a low cost, with ease of setup, and with a user-friendly UI for organizations irrespective of their sizes.
  • Consumer information management software analyses data about existing and potential customers to help a firm better understand the client to keep and grow customer relationships. To assist businesses in driving sales and obtaining a better understanding of their customers, customer relationship management systems collect information related to contact details, personal information, sales history, customer communication, and customer feedback, which are important in the retail sector.
  • Many consumer-oriented businesses are primarily concerned with adhering to local privacy laws, which may come at the expense of enhancing their entire data management program. Customer data and the process of acquiring and improving that data are ultimately at the heart of B2C firms. Organizations may better understand consumers' behaviors and target new products and services to specific segments by enhancing the quality and completeness of their customer data, all while achieving and maintaining compliance.
  • To turn the data into meaningful knowledge, the company must link the various systems together by the customer and associate both unstructured and structured data from the loyalty app and any related social media with each individual. A business can establish a comprehensive data management program to incorporate fresh insights for its customers by tying all available actions to a single consumer, which would be beneficial for retail businesses and driving the adoption of CIS in the retail sector.

North America is Expected to Hold Major Share

  • North America is one of the major adopters of CIS software and is considered to be one of the leading markets for utility and energy analytics. A higher focus on innovations mainly drives the demand in the region through R&D and technology advancement in developed economies.
  • Moreover, the region has a strong foothold of vendors in the market. Some of them include IBM Corporation, Oracle Corporation, and SAP SE, among others. The United States plays a crucial role in increasing the demand when compared to Canada. The country has increased demand, especially from oil and gas, refining, and power generation segments.
  • Over the last few years, integrated systems have matured to the point where CIS as a Service (CaaS) has become a reality. The advantages of using CIS as a Service are varied and immediate. The TCO (total cost of ownership) for CaaS, as compared with traditional implementations, is at least 40% lower, and the run cost can be between USD 1 and USD 2 per meter per month, depending on the size and services needed. For example, Wipro, a municipally owned and operated utility in the Ohio Valley of the USA, has adopted CaaS and planning to offer it in the form of a Service Bureau that allows other water utilities to share the infrastructure.
  • In the United States, there is a huge demand for smart metering due to the renewed focus on the reduction of NRW by the utilities. The added advantages of smart billing and leak detection have spurred the installation of smart meters, which is expected to drive the growth of the studied market. With metering and newer needs (from smart grids and smart systems, etc.), CIS has become essential to the meter-to-cash (M2C) process, to the creation of new products, and to optimizing supply. Also, CIS can be able to manage the large volume of data generated by AMI (Advanced Metering Infrastructure).
  • In the United States, NV Energy was one of the first investor-owned utilities (IOUs) to fully roll out AMI with its 1,310,000 smart meter deployment. It is one of the few major IOUs working with most of AMI data's potential, according to the American Council for an Energy-Efficient Economy (ACEEE). The widest use is for online home energy audits through Bidgley's enterprise data analytics and non-behavioral demand-side management (DSM) programs.

Customer Information System (CIS) Industry Overview

The market for the customer information system is semi-consolidated, as few players own a major market share. The major players with a prominent share in the market are focusing on expanding their customer base across regions. These companies are leveraging strategic innovations and collaborative initiatives to increase their market share and increase their profitability.

In January 2023, Energy company AGL Energy (AGL) partnered with Microsoft to offer a cloud-powered data platform that enables AGL to provide Consumer Data Rights services to clients in accordance with the strict Consumer Data Rights (CDR) legislation of Australia. Consumers would have more leverage as a result of this move, and fascinating additional opportunities would arise for AGL to offer distinctive customer experiences.

In January 2023, The global natural health and footwear company VIVOBAREFOOT would benefit from a partnership with Arvato CRM Solutions that would improve customer service and support its growth in the UK and internationally. In this agreement, Arvato would collaborate with the company to develop multichannel customer care solutions that scale with the brand as it expands and continue to offer prompt, helpful responses to consumer inquiries.

In December 2022, Ameripro Energy Corp., an energy supplier entering the New York and PJM markets, and VertexOne, the leading provider of cloud-based, customer experience, software-as-a-service (SaaS) solutions for the utility and energy business, announced their partnerships. The customer information system (CIS) platform VXretail from VertexOne has been selected by Ameripro Energy Corp. to conduct EDI transaction management, while VXexchange, a platform for customer service, billing, and market exceptions, would handle customer service.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Assumptions and Market Definition
  • 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET INSIGHTS

  • 4.1 Market Overview
  • 4.2 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.2.1 Bargaining Power of Suppliers
    • 4.2.2 Bargaining Power of Buyers
    • 4.2.3 Threat of New Entrants
    • 4.2.4 Threat of Substitutes
    • 4.2.5 Intensity of Competitive Rivalry
  • 4.3 Assessment of the Impact of COVID-19 on the Industry

5 MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Growing Global Utility Consumption
    • 5.1.2 Emerging Cloud and IoT Technologies
  • 5.2 Market Challenges
    • 5.2.1 Stringent Government Data Regulations

6 MARKET SEGMENTATION

  • 6.1 By Deployment
    • 6.1.1 Cloud
    • 6.1.2 On-Premises
  • 6.2 By Component
    • 6.2.1 Solution
    • 6.2.2 Services
  • 6.3 By End-User
    • 6.3.1 End-User by CRM
      • 6.3.1.1 BFSI
      • 6.3.1.2 Retail
      • 6.3.1.3 Telecommunications
    • 6.3.2 End-User by CIS
      • 6.3.2.1 Water and Wastewater Management
      • 6.3.2.2 Energy and Utility
      • 6.3.2.3 Other End-Users
  • 6.4 By Region
    • 6.4.1 North America
    • 6.4.2 Europe
    • 6.4.3 Asia Pacific
    • 6.4.4 Latin America
    • 6.4.5 Middle East and Africa

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 Oracle Corporation
    • 7.1.2 Fluentgrid Limited
    • 7.1.3 IBM Corporation
    • 7.1.4 Wipro Limited
    • 7.1.5 Cayenta CIS
    • 7.1.6 Gentrack Group Limited
    • 7.1.7 SAP SE
    • 7.1.8 Itineris NV
    • 7.1.9 Hydro Comp Enterprises Ltd
    • 7.1.10 Open International LLC

8 INVESTMENT ANALYSIS

9 FUTURE OUTLOOK