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封面
市场调查报告书
商品编码
1445914

B2B 客户社群平台：全球市场占有率（2022 年）

Market Share: B2B Customer Community Platform, 2022, Worldwide
出版日期: | 出版商: Quadrant Knowledge Solutions | 英文 39 Pages | 商品交期: 最快1-2个工作天内

价格

预计到 2027 年，全球 B2B 客户社群市场的复合年增长率将达到 13.40%。

随着数位化程度的不断提高以及客户要求更好的客户体验，行销和数位商务公司正在实施协作策略，以提高客户保留率并在商业社群中分享知识。为组织提供以下服务的需求日益成长： 客户社群空间和 B2B 客户社群平台的出现使企业能够直接与客户联繫、教育他们并进行大规模沟通。 客户社群加强客户关係，提高客户保留率，跟上新兴趋势，提供产品教育和实施说明，并实现快速的客户宣传。

在本报告中，B2B 客户社群平台定义为 "允许 B2B 公司透过数位互动提供客户支援、实施帮助和培训的平台" 。 该平台提供自助服务入口网站、同侪网路、社群支援和产品教育等核心功能，帮助品牌改善客户参与策略。 B2B 客户社群平台透过促进整个客户旅程和生命週期的数位参与，帮助公司培养客户关係，提高品牌忠诚度，并推动客户保留、产品采用和宣传。

B2B 客户社群平台可协助行销人员改善客户服务、成本效率，并根据每位客户过去的互动和购买行为建立协作关係。 B2B 公司使用客户社群平台，透过路由来自客户服务中心的呼叫并向社群成员提供同侪支援来降低呼叫成本。 该平台支援广泛的用例，包括协助采用、征求产品回馈、提供支援、促进活动互动以及促进客户宣传。

B2B 客户社群平台的未来充满希望。 人们越来越需要在客户社群之间建立联繫，并为客户透过内容、计画和活动创建有吸引力的学习、分享和增值管道，这推动了这些平台的需求和成长，并做出了巨大贡献。 这些平台有助于统一客户接触点并在整个客户旅程中同步客户体验。 该平台利用人工智慧和自动化来优化数位参与并满足个人客户不断变化的需求。 B2B 客户社群平台的使用在组织内不断成长，以经济高效且及时的方式改善客户沟通和受众参与。

本报告分析了全球 B2B 客户社群平台的市场份额结构，包括平台概述、市场基本结构、按实施方式、地区、行业和客户类型划分的份额结构以及行业关係。我们正在调查将来应该采取哪些行动。

目录

第 1 章分析概论

  • 竞争前景（2023 年）
  • 主要分析结果及结论

第 2 章市场概述

  • 市场定义和范围
  • 收入类型
  • 分析目标区域
  • 分析目标产业

第 3 章市占率分析

  • 市占率：整个市场
  • 市占率：依实施方法划分
    • 云端
    • 本地
  • 市占率：依地区划分
    • 加拿大
    • 中欧和东欧
    • 日本
    • 拉丁美洲
    • 中东/非洲
    • 美国
    • 西欧
    • 亚洲（不包括日本和中国）(AxJC)
    • 中国
  • 市占率：依产业划分
    • 银行/金融服务
    • 电子/通讯
    • 零售/电子商务
    • 专业服务
    • 医疗/生命科学
    • 製造业
    • 媒体娱乐
    • 政府/公部门
    • 教育
    • 能源/公用事业/其他
    • 其他
  • 市场占有率：依客户类型划分
    • 中小企业
    • 大型公司

第 4 章分析师的建议

第 5 章附录

Product Code: QKS-02522

Quadrant Knowledge Solutions Reveals that B2B Customer Community Market is Projected to Register a CAGR of 13.40 % by 2027.

The advent of digitization, coupled with a rise in customers seeking better customer experiences, has intensified the need to implement collaborative strategies from marketing and digital commerce enterprises to provide improved customer retention rates and empower the organizational employees with the knowledge shared among the business communities. The customer community space and the emergence of B2B customer community platforms are allowing organizations to directly connect with and educate customers and enable communications at scale. Organizations are moving towards customer communities more frequently as it scales their capacity to strengthen customer relationships and retention, allows them to spot emerging trends, provide product education and adoption guidance, and enable prompt customer advocacy.

Quadrant Knowledge Solutions defines a B2B customer community platform as "a platform that enables B2B organizations to offer customer support, onboarding, and training by facilitating digital interactions." The platform offers core functionalities such as self-service portals, peer networking and community support, as well as product education to help brands improve their customer engagement strategy. A B2B Customer Community platform helps businesses foster customer relationships, increase brand loyalty, and drive customer retention as well as product adoption and advocacy by driving digital engagements throughout the customer journey lifecycle.

A B2B Customer Community platform helps marketers to improve customer service as well as cost efficiency and develop collaborations based on each customer's previous interaction and buying behaviour. The B2B companies use customer community platforms to redirect calls from customer service agents and lower call costs by providing community members with peer support. The platform supports a wide range of use cases, including, assisting with adoption, seeking feedback on the products, offering support, facilitating interactions at events, and encouraging client advocacy.

The future of B2B Customer Community platforms looks promising as factors such as the rising need to establish connections between customer communities and creating an engaging channel where customers can learn, share, and achieve added value through content, programs, and events have significantly contributed to the surge in demand and growth of these platforms. These platforms provide integration across customer touchpoints to enhance the synchronization of customer experiences throughout the customer journey. The platform leverages AI and automation to optimize digital engagement and satisfy the changing needs of each individual customer. The use of B2B customer community platforms is continuously growing within organizations to improve customer communication and engagement with audiences in a cost-effective and timely manner.

Table of Contents

Chapter 01: Research Summary

  • 2023 Competition Outlook
  • Top Research Findings and Key Takeaways

Chapter 02: Market Overview

  • Market Definition and Scope
  • Revenue Type
  • Geographical Regions
  • Industry Verticals

Chapter 03: Market Share Analysis

  • Market Share by Total Market
  • Market Share by Deployment Type
    • Cloud
    • On-Premises
  • Market Share by Geographical Regions
    • Canada
    • Central & Eastern Europe
    • Japan
    • Latin America
    • Middle East & Africa
    • USA
    • Western Europe
    • Asia Ex-Japan China (AxJC)
    • China
  • Market Share by Industry Verticals
    • Banking and Financial Services
    • Electronics & Telecom
    • Retail and eCommerce
    • Professional Services
    • Healthcare and Life Sciences
    • Manufacturing
    • Media & Entertainment
    • Government and Public Sectors
    • Education
    • Energy & Utility Others
    • Others
  • Market Share by Customer Types
    • SMB
    • Large
    • Enterprise

Chapter 04: Analyst Recommendations

  • Analyst Recommendations

Chapter 05: Appendix

  • Research Methodologies

List of Tables

  • Table 1 : Market Share, Total Market, Worldwide
  • Table 2 : Market Share By Deployment Type, Worldwide
  • Table 3 : Market Share By Geographical Regions, USA
  • Table 4 : Market Share By Geographical Regions, Canada
  • Table 5 : Market Share By Geographical Regions, Latin America
  • Table 6 : Market Share By Geographical Regions, Western Europe
  • Table 7 : Market Share By Geographical Regions, Central & Eastern Europe
  • Table 8 : Market Share By Geographical Regions, MEA
  • Table 9 : Market Share By Geographical Regions, Asia ex. JPC
  • Table 10 : Market Share By Geographical Regions, Japan
  • Table 11 : Market Share By Geographical Regions, China
  • Table 12 : Market Share By Industry Vertical 1, Worldwide
  • Table 13 : Market Share By Industry Vertical 2, Worldwide
  • Table 14 : Market Share By Industry Vertical 3, Worldwide
  • Table 15 : Market Share By Industry Vertical 4, Worldwide
  • Table 16 : Market Share By Industry Vertical 5, Worldwide
  • Table 17 : Market Share By Industry Vertical 6, Worldwide
  • Table 18 : Market Share By Industry Vertical 7, Worldwide
  • Table 19 : Market Share By Industry Vertical 8, Worldwide

List of Figures

  • Fig. 1 Market Share of B2B Customer Community Platform , Worldwide, 2022
  • Fig. 2 Market Share of B2B Customer Community Platform , USA, 2022
  • Fig. 3 Market Share of B2B Customer Community Platform , Canada, 2022
  • Fig. 4 Market Share of B2B Customer Community Platform , Latin America, 2022
  • Fig. 5 Market Share of B2B Customer Community Platform , Western Europe, 2022
  • Fig. 6 Market Share of B2B Customer Community Platform , Central & Eastern Europe, 2022
  • Fig. 7 Market Share of B2B Customer Community Platform , Middle East & Africa, 2022
  • Fig. 8 Market Share of B2B Customer Community Platform , Asia excluding Japan and China, 2022
  • Fig. 9 Market Share of B2B Customer Community Platform , Japan, 2022
  • Fig. 10 Market Share of B2B Customer Community Platform , China, 2022
  • Fig. 11 Market Share of B2B Customer Community Platform , IT & Telecom Industry, 2022
  • Fig. 12 Market Share of B2B Customer Community Platform , Banking & Financial Services Industry, 2022
  • Fig. 13 Market Share of B2B Customer Community Platform , Insurance Industry, 2022
  • Fig. 14 Market Share of B2B Customer Community Platform , Healthcare Industry, 2022
  • Fig. 15 Market Share of B2B Customer Community Platform , Government & Public Sector, 2022
  • Fig. 16 Market Share of B2B Customer Community Platform , Retail & eCommerce, 2022
  • Fig. 17 Market Share of B2B Customer Community Platform , Manufacturing, 2022
  • Fig. 18 Market Share of B2B Customer Community Platform , Hospitality, 2022
  • Fig. 19 Market Share of B2B Customer Community Platform , On-premises Deployment, 2022
  • Fig. 20 Market Share of B2B Customer Community Platform , Cloud Deployment, 2022
  • Fig. 21 Market Share of B2B Customer Community Platform , SMB Customers, 2022
  • Fig. 22 Market Share of B2B Customer Community Platform , Large Customers, 2022
  • Fig. 23 Market Share of B2B Customer Community Platform , Enterprise Customers, 2022