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封面
市场调查报告书
商品编码
1445915

CRM - 客户参与中心：全球市场份额 (2022)

Market Share: CRM - Customer Engagement Centre, 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 CRM - 客户互动中心市场的复合年增长率将达到 11.70%。

当今世界，组织面临有效管理与客户互动的压力。 由于回应时间可变、资讯缺失和服务品质不足等挑战，组织难以在沟通管道上提供一致的客户体验，从而导致客户不满意和沮丧。 结果，沟通变得断开，组织内的部门在回应客户询问时面临问题，并且关係破裂。 组织需要一个集中式系统来轻鬆追踪和储存客户资料。 您需要一个能够打破分散营运并允许内部部门在协作空间中工作的平台。 组织需要一个统一的平台来帮助他们制定改善客户关係的策略。 客户参与中心 (CEC) 就是这样做的。 CEC 的主要功能是在整个客户旅程中创造富有洞察力的体验。 该平台超越了传统的客户服务，利用智慧人工智慧来考虑不同接触点和管道可能出现的所有场景。 该平台统一了多个沟通管道，提供个人化和情境体验，管理知识库和自助服务选项，追踪客户互动并协调活动。

在本报告中，CRM - 客户参与中心被定义为 "整合多种通讯管道、资料库管理系统和人工智慧(AI)/机器学习(ML) 工具，透过个人化互动为客户提供无缝体验。提供体验的平台。 该平台作为客户咨询和技术支援请求的中心，并透过票务、案例管理、数据整合以及分析和报告等功能促进销售服务自动化。 该平台使企业能够分析客户行为，以提高营运效率、提高客户保留率和获取率、改善客户互动并提高投资回报率。 ”

随着网路和智慧型手机的快速普及，客户现在可以透过网路、社群媒体、线上市场和虚拟协作工作空间等各种管道轻鬆存取资讯。 CEC 平台透过部署虚拟助理并透过自动通知和回馈简化资讯共享，显着改善了部门内的内部运作。 该平台直觉的介面使企业能够个性化客户互动并主动与客户沟通，从而在竞争格局中获得优势。

本报告分析了全球 CRM - 客户参与中心市场的份额结构，提供了解决方案概述、市场基本结构、按实施方法、地区、行业和公司类型划分的份额结构以及行业我们将彙编并提供信息，例如向感兴趣的各方提供建议。

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
    • 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-02392

Quadrant Knowledge Solutions Reveals that CRM Customer Engagement Center Market is Projected to Register a CAGR of 11.70% % by 2027.

In the present era, organisations have an acute requirement for effectively managing customer interactions. Organisations are struggling to provide consistent customer experiences throughout communication channels owing to challenges like fluctuating response times, lack of information and improper service quality leading to customer frustration and dissatisfaction. This has resulted in fragmented communication whereby departments within organisations are facing problems in handling customer queries leading to dismantling of relationships. Organisations require a centralized system wherein they can easily track and store customer data. They are in need of a platform that can break siloed operations and that allows internal departments to work in collaborative spaces. There should be a centralized platform that can help organizations to strategize on improving relationships with their customers. A customer engagement centre serves exactly the purpose. The primary function of a CEC is to create insightful experiences for customers throughout their journey. This platform goes beyond traditional customer service and takes into account all possible scenarios that can occur across various touchpoints and channels using intelligent AI. The platform helps in integrating multiple communication channels, providing personal and contextualized experiences, managing knowledge bases and self-service options, tracking customer interactions and orchestrating campaigns.

Quadrant Knowledge Solutions defines a CRM - Customer Engagement Centre as, "a platform that provides integration with multiple communication channels, database management systems and artificial intelligence (AI)/ machine learning (ML) tools to deliver a seamless experience to customers through personalized interactions. It serves the purpose of a hub for dealing with customer inquiries & technical support requests and facilitates sales service automation through functionalities like ticketing and case management, data consolidation and analytics & reporting. The platform enables organizations to improve their operational efficiency, increase customer retention & acquisition rates, improve customer interactions, and helps analyse customer activity for driving better ROI."

With rapid increase in usage of internet and smartphones, customers are now easily able to access information from various channels like web, social media, online marketplaces, virtual collaborative workspaces and more, thereby organizations are adopting customer engagement platform to deal with the change. The CEC platform allows implementation of virtual assistants and significantly improves internal operations within departments by streamlining information sharing through automated notifications and feedbacks. The platform's intuitive interface allows organizations to personalize interactions and make proactive communications with customers helping them to stay ahead in the competitive landscape.

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