市场占有率与预测:CRM客户参与中心(CRM CEC)，2023～2028年，中国(双报告绑定套装)

市场占有率的说明

根据 Quadrant Knowledge Solutions 的数据，预计到 2028 年，中国 CRM 客户参与中心市场的复合年增长率将高于平均水准。

中国的 CRM 客户参与中心 (CRM CEC) 市场正在经历显着成长，预计到 2028 年复合年增长率将高于平均水平。在当今竞争激烈的市场中，企业正在利用技术、流程和管理工具，透过提供一致的客户体验来满足客户的期望。公司面临的最大课题是在所有部门提供一致水准的服务。此外，客户对即时性、个人化关注和效率的需求也不断增加。这是透过采用 CRM 客户参与中心平台来解决的，该平台可以帮助企业提供主动支援并提供满足市场变化和客户期望的增值服务。

市场预测

根据 Quadrant Knowledge Solutions 的预测，到 2028 年，CRM 客户互动中心市场的复合年增长率预计将高于平均水平。

中国CRM客户互动中心市场前景广阔，预计将持续强劲成长。 AI 驱动的聊天机器人、虚拟助理和自动化工具越来越多地整合到 CRM 客户参与中心中。这些技术有助于提供个人化的客户互动、自动化日常任务并分析大量数据以获得更好的客户参与度的见解。随着人工智慧的不断发展，其与 CRM 系统的整合将提高效率，并使企业能够提供更主动和响应迅速的客户服务。全通路客户参与：随着社群媒体、讯息应用程式、电子邮件和电话等沟通管道的激增，客户期望跨多个管道进行无缝互动。 CRM 系统不断发展以支援全通路参与，在每个接触点提供一致、统一的互动。这种趋势不仅涉及跨各种管道提供支持，还涉及确保跨这些管道的客户互动和资料的统一视图。企业正在投资技术，使他们能够提供一致的个人化体验，无论客户选择使用哪种管道。

目录

Market Share:

第1章 摘要整理

• 主要调查结果
• 主要预测
• 主要趋势
• 市场概要

第2章 市场概要

• 市场定义和范围
• 影响市场的主要原因
• 促进因素与阻碍因素

第3章 市场占有率分析

• 中国市场占有率
• 中国市场占有率:各业界
• 市场占有率:媒体&娱乐
• 市场占有率:零售
• 市场占有率:BFSI
• 市场占有率:旅游、饭店
• 市场占有率:教育
• 市场占有率:公共部门
• 市场占有率:医疗保健·生命科学
• 市场占有率:汽车
• 市场占有率:食品和饮料
• 中国市场占有率:各部署类型
• 市场占有率:内部部署
• 市场占有率:云端
• 中国市场占有率:各客户类型
• 市场占有率:中小企业
• 市场占有率:大企业
• 市场占有率:企业

第4章 企业简介

• 公司概要
• 分析师的观点与分析

第5章 附录

• 调查手法

Market Forecast:

第1章 摘要整理

• 主要调查结果
• 主要预测
• 主要趋势
• 市场概要

第2章 市场概要

• 市场定义和范围
• 影响市场的主要原因
• 促进因素与阻碍因素

第3章 市场预测分析

• 中国市场预测
• 中国市场预测:各业界
• 市场预测:媒体&娱乐
• 市场预测:零售
• 市场预测:BFSI
• 市场预测:旅游&饭店
• 市场预测:教育
• 市场预测:公共部门
• 市场预测:医疗保健&生命科学
• 市场预测:汽车
• 市场预测:食品和饮料
• 中国市场预测:各部署类型
• 市场预测:内部部署
• 市场预测:云端
• 中国市场预测:各客户类型
• 市场预测:中小企业
• 市场预测:大企业
• 市场预测:企业

第4章 企业简介

• 公司概要
• 分析师的观点与分析

第5章 附录

• 调查手法

This product includes two reports: Market Share and Market Forecast.

Market Share Description:

Quadrant Knowledge Solutions Reveals that CRM Customer Engagement Center Market is Projected to Register a CAGR of above average by 2028 in China.

China is witnessing significant growth in the CRM Customer Engagement Center (CRM CEC) market, with an above-average CAGR projected by 2028. In today's competitive market, companies are making use of their technology, process and management tools to meet the customer's expectations by delivering a consistent customer experience. The biggest challenge that the companies are facing is to deliver a consistent level of service across all departments. And with customers' growing needs which include immediacy, personalized treatment, and efficiency. This is solved by adopting the CRM Customer Engagement Center platforms that helps businesses to deliver proactive support and offer extra value-added services to meet the overall market changes and customer expectations.

Quadrant Knowledge Solutions defines CRM Customer Engagement Center as "a centralised and integrated software solution for customer service and support. It offers both assisted and self-service assistance to consumers proactively and reactively by answering questions, resolving issues, and providing advice across several platforms. Customers receive personalised interactions and help with this application, which allows support personnel to reduce several redundant administrative tasks while also having access to collaborative tools and real-time analysis. On the whole, it enhances customer satisfaction, streamlines workflows, and supports strategies for building customer loyalty."

Market Forecast Description:

Quadrant Knowledge Solutions Reveals that CRM Customer Engagement Center Market is Projected to Register a CAGR of above average by 2028 in China.

The future of the CRM CEC market in China is highly promising, with sustained strong growth anticipated. AI-powered chatbots, virtual assistants, and automation tools are becoming increasingly integrated into CRM customer engagement centers. These technologies help in providing personalized customer interactions, automating routine tasks, and analyzing vast amounts of data to derive insights for better customer engagement. As AI continues to advance, its integration within CRM systems enhances efficiency and enables businesses to deliver more proactive and responsive customer service. Omnichannel Customer Engagement: With the proliferation of communication channels such as social media, messaging apps, email, and phone calls, customers expect seamless interactions across multiple channels. CRM systems are evolving to support omnichannel engagement, where interactions are consistent and integrated across all touchpoints. This trend involves not only providing support on various channels but also ensuring a unified view of customer interactions and data across these channels. Businesses are investing in technologies that enable them to deliver consistent and personalized experiences regardless of the channel through which customers choose to engage.

Quadrant Knowledge Solutions defines CRM Customer Engagement Center as "a centralised and integrated software solution for customer service and support. It offers both assisted and self-service assistance to consumers proactively and reactively by answering questions, resolving issues, and providing advice across several platforms. Customers receive personalised interactions and help with this application, which allows support personnel to reduce several redundant administrative tasks while also having access to collaborative tools and real-time analysis. On the whole, it enhances customer satisfaction, streamlines workflows, and supports strategies for building customer loyalty."

TABLE OF CONTENTS

Market Share:

Chapter 01: Executive Summary

• Key Research Findings
• Top Predictions
• Top Trends
• Market Summary

Chapter 02: Market Overview

• Market Definition and Scope
• Key Factors Impacting the Market
• Drivers & Restraints

Chapter 03: Market Share Analysis

• China Market Share
• China Market Share by Industry Verticals
• Market Share by Media & Entertainment
• Market Share by Retail
• Market Share by BFSI
• Market Share by Travel & Hospitality
• Market Share by Education
• Market Share by Public Sector
• Market Share by Healthcare & Life Science
• Market Share by Automotive
• Market Share by Food & Beverage
• China Market Share by Deployment Type
• Market Share by Deployment Type: On prem
• Market Share by Deployment Type: Cloud
• China Market Share by Customer Type
• Market Share by SMB
• Market Share by Large
• Market Share by Enterprise

Chapter 04: Company Profile

• Company Overview
• Analyst Perspectives and Analysis

Chapter 05: Appendix

• Research Methodologies

Market Forecast:

Chapter 01: Executive Summary

• Key Research Findings
• Top Predictions
• Top Trends
• Market Summary

Chapter 02: Market Overview

• Market Definition and Scope
• Key Factors Impacting the Market
• Drivers & Restraints

Chapter 03: Market Forecast Analysis

• China Market Forecast
• China Market Forecast by Industry Verticals
• Market Forecast by Media & Entertainment
• Market Forecast by Retail
• Market Forecast by BFSI
• Market Forecast by Travel & Hospitality
• Market Forecast by Education
• Market Forecast by Public Sector
• Market Forecast by Healthcare & Life Science
• Market Forecast by Automotive
• Market Forecast by Food & Beverage
• China Market Forecast by Deployment Type
• Market Forecast by Deployment Type: On prem
• Market Forecast by Deployment Type: Cloud
• China Market Forecast by Customer Type
• Market Forecast by SMB
• Market Forecast by Large
• Market Forecast by Enterprise

Chapter 04: Company Profile

• Company Overview
• Analyst Perspectives and Analysis

Chapter 05: Appendix

• Research Methodologies

LIST OF FIGURES

Market Share:

• Fig. 1 Market Share of CRM Customer Engagement Center China, 2023
• Fig. 2 China Market Share of CRM Customer Engagement Center IT & Telecom Industry, 2023
• Fig. 3 China Market Share of CRM Customer Engagement Center Banking & Financial Services Industry, 2023
• Fig. 4 China Market Share of CRM Customer Engagement Center Insurance Industry, 2023
• Fig. 5 China Market Share of CRM Customer Engagement Center Healthcare Industry, 2023
• Fig. 6 China Market Share of CRM Customer Engagement Center Government & Public Sector, 2023
• Fig. 7 China Market Share of CRM Customer Engagement Center Retail & eCommerce, 2023
• Fig. 8 China Market Share of CRM Customer Engagement Center Manufacturing, 2023
• Fig. 9 China Market Share of CRM Customer Engagement Center Hospitality, 2023
• Fig. 10 China Market Share of CRM Customer Engagement Center On-premises Deployment, 2023
• Fig. 11 China Market Share of CRM Customer Engagement Center Cloud Deployment, 2023
• Fig. 12 China Market Share of CRM Customer Engagement Center SMB Customers, 2023
• Fig. 13 China Market Share of CRM Customer Engagement Center Large Customers, 2023
• Fig. 14 China Market Share of CRM Customer Engagement Center Enterprise Customers, 2023

Market Forecast:

• Fig. 1 Market Forecast of CRM Customer Engagement Center China, 2024- 2028
• Fig. 2 Market Forecast of CRM Customer Engagement Center IT & Telecom Industry, 2024- 2028
• Fig. 3 Market Forecast of CRM Customer Engagement Center Banking & Financial Services Industry, 2024- 2028
• Fig. 4 Market Forecast of CRM Customer Engagement Center Insurance Industry, 2024- 2028
• Fig. 5 Market Forecast of CRM Customer Engagement Center Healthcare Industry, 2024- 2028
• Fig. 6 Market Forecast of CRM Customer Engagement Center Government & Public Sector, 2024- 2028
• Fig. 7 Market Forecast of CRM Customer Engagement Center Retail & eCommerce, 2024- 2028
• Fig. 8 Market Forecast of CRM Customer Engagement Center Manufacturing, 2024- 2028
• Fig. 9 Market Forecast of CRM Customer Engagement Center Hospitality, 2024- 2028
• Fig. 10 Market Forecast of CRM Customer Engagement Center On-premises Deployment, 2024- 2028
• Fig. 11 Market Forecast of CRM Customer Engagement Center Cloud Deployment, 2024- 2028
• Fig. 12 Market Forecast of CRM Customer Engagement Center SMB Customers, 2024- 2028
• Fig. 13 Market Forecast of CRM Customer Engagement Center Large Customers, 2024- 2028
• Fig. 14 Market Forecast of CRM Customer Engagement Center Enterprise Customers, 2024- 2028