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市场调查报告书
商品编码
1530655

到 2030 年的客户通讯管理市场预测：按组件、部署模式、通路、应用程式、最终用户和区域进行的全球分析

Customer Communication Management Market Forecasts to 2030 - Global Analysis By Component (Service and Solution), Deployment Mode, Channel, Application, End User and By Geography
出版日期: | 出版商: Stratistics Market Research Consulting | 英文 200+ Pages | 商品交期: 2-3个工作天内

价格

根据Stratistics MRC预测，2024年全球客户沟通管理市场规模将达21亿美元，预计2030年将达到48亿美元，预测期内复合年增长率为14.4%。

客户沟通管理 (CCM) 是组织用来设计、交付和管理跨各种管道（包括电子邮件、网路、行动和列印）的个人化沟通的策略方法。整合资料、内容和业务流程，以实现一致、有针对性的客户互动。我们的目标是透过自动化通讯的创建和交付来改善客户参与、提高业务效率并实现合规性，同时保持品牌一致性并促进整个生命週期的客户经验参与。

全通路客户服务需求不断成长

由于需要跨多个平台进行无缝客户交互，市场正在推动对全通路解决方案的需求。越来越多的公司正在采用整合不同管道的平台来提高客户满意度。这一趋势反映了向个人化、即时传播策略的转变，使企业能够在整个客户旅程中提供一致的通讯和支援。

整合复杂度

市场整合的挑战是多方面的，源自于将不同的沟通管道整合到一个无缝平台中的需要。这种复杂性由于需要动态调整内容以适应个人客户的偏好和行为，同时保持跨渠道的一致品牌和通讯而变得更加复杂。此外，整合现有的企业系统和解决方案进一步增加了复杂性，并且需要强大的互通性和资料同步功能来确保有效的通讯工作流程。

客户经验日益重要

企业正在优先考虑跨多个管道的无缝、个性化互动，以提高满意度和忠诚度。先进的分析和人工智慧主导的洞察使企业能够预测客户需求并提供及时、有针对性的沟通。透过专注于加强从最初接触到持续参与的每个接触点，公司可以培养更深的联繫，并在以客户为中心的环境中获得竞争优势。

安装费用

实施解决方案通常需要在软体、硬体、整合服务和培训方面进行大量投资。企业必须控制这些成本，同时提高客户参与并提高业务效率。挑战在于平衡这些前期成本与长期效益，例如简化沟通和降低长期营运成本。这些财务考虑因素对于希望在主导的市场环境中保持竞争力的企业至关重要。

COVID-19 的影响：

随着企业迅速将客户互动转移到数位平台，COVID-19 对市场产生了重大影响。对支援远端客户参与和个人化通讯的解决方案的需求激增，推动了云端基础的服务的成长。然而，由于经济不确定性，传统基础设施投资放缓。为了因应不断变化的消费者行为和期望，公司专注于透过整合的全通路策略来改善客户经验。

预计文件管理产业在预测期内将是最大的

文件管理预计是预测期内规模最大的。该区域在文檔的整个生命週期中建立、分发和管理文檔，以确保合规性和安全性。有效的文件管理可以实现与客户的个人化沟通，提高业务效率并促进法规遵循。此流程透过简化工作流程、增强协作以及支援与其他系统的无缝整合来优化客户参与和满意度。

预计医疗保健产业在预测期内复合年增长率最高

医疗保健产业透过个人化的传播策略提高患者参与度和业务效率，预计在预测期内将实现最高的复合年增长率。主要功能包括自动申请和个人化健康教育材料。这些解决方案与现有的医疗保健系统无缝集成，以促进一致的患者体验，并为医疗保健提供者提供及时的相关信息，以实现更好的患者治疗效果和业务效率。

比最大的地区

由于数位转型和各行业对个人化客户服务的需求，预计北美在预测期内将占据最大的市场占有率。利用我们解决方案的关键产业包括银行和金融服务、保险、医疗保健、通讯、零售和公共产业。人们对云端基础的解决方案、人工智慧主导的分析和平台内自动化工具有浓厚的兴趣，以提高客户参与和业务效率。

复合年增长率最高的地区：

由于数位化程度的提高、全通路传播策略的采用以及个人化客户互动的需求，预计亚太地区在预测期内将保持最高的复合年增长率。对个人化客户经验的日益重视正在推动能够根据客户偏好自订内容和交付的解决方案的采用。有关资料隐私和客户沟通的严格法规正在製定该地区的策略。

免费客製化服务：

订阅此报告的客户可以存取以下免费自订选项之一：

  • 公司简介
    • 其他市场参与者的综合分析（最多 3 家公司）
    • 主要企业SWOT分析（最多3家企业）
  • 区域分割
    • 根据客户兴趣对主要国家的市场估计、预测和复合年增长率（註：基于可行性检查）
  • 竞争基准化分析
    • 根据产品系列、地理分布和策略联盟对主要企业基准化分析

目录

第一章执行摘要

第二章 前言

  • 概述
  • 相关利益者
  • 调查范围
  • 调查方法
    • 资料探勘
    • 资料分析
    • 资料检验
    • 研究途径
  • 研究资讯来源
    • 主要研究资讯来源
    • 二次研究资讯来源
    • 先决条件

第三章市场趋势分析

  • 促进因素
  • 抑制因素
  • 机会
  • 威胁
  • 应用分析
  • 最终用户分析
  • 新兴市场
  • COVID-19 的影响

第4章波特五力分析

  • 供应商的议价能力
  • 买方议价能力
  • 替代品的威胁
  • 新进入者的威胁
  • 竞争公司之间的敌对关係

第五章全球客户沟通管理市场：依组成部分

  • 服务
    • 咨询
    • 整合与实施
    • 培训和支持
  • 解决方案
    • 多通路分销
    • 文件结构
    • 互动客户声明

第六章全球客户沟通管理市场：依部署模式

  • 本地
  • 云端基础
  • 混合

第七章全球客户沟通管理市场：按管道

  • 电子邮件
  • 网站
  • 社群媒体
  • 印刷

第八章全球客户沟通管理市场：按应用

  • 客户维繫
  • 多通路沟通
  • 文件管理
  • 合规管理
  • 其他用途

第九章全球客户沟通管理市场：依最终用户分类

  • 银行、金融服务和保险 (BFSI)
  • 卫生保健
  • 通讯/IT
  • 零售与电子商务
  • 政府和公共部门
  • 其他最终用户

第十章全球客户沟通管理市场：按地区

  • 北美洲
    • 美国
    • 加拿大
    • 墨西哥
  • 欧洲
    • 德国
    • 英国
    • 义大利
    • 法国
    • 西班牙
    • 其他欧洲国家
  • 亚太地区
    • 日本
    • 中国
    • 印度
    • 澳洲
    • 纽西兰
    • 韩国
    • 其他亚太地区
  • 南美洲
    • 阿根廷
    • 巴西
    • 智利
    • 南美洲其他地区
  • 中东/非洲
    • 沙乌地阿拉伯
    • 阿拉伯聯合大公国
    • 卡达
    • 南非
    • 其他中东和非洲

第十一章 主要进展

  • 合约、伙伴关係、协作和合资企业
  • 收购和合併
  • 新产品发布
  • 业务拓展
  • 其他关键策略

第十二章 公司概况

  • Vodafone Group Plc
  • Intelledox
  • Salesforce.com, Inc.
  • Cognizant Technology Solutions
  • Xerox Corporation
  • SAP SE
  • Kofax Inc.
  • Zoho Corporation
  • TransPromo Communications, Inc.
  • Smart Communications
  • Ecrion Software
  • Fujifilm Holdings Corporation
  • Thunderhead
  • GMC Software
  • Oracle Corporation
  • Adobe Inc.
  • Freshworks Inc.
Product Code: SMRC26767

According to Stratistics MRC, the Global Customer Communication Management Market is accounted for $2.1 billion in 2024 and is expected to reach $4.8 billion by 2030 growing at a CAGR of 14.4% during the forecast period. Customer Communication Management (CCM) is the strategic approach that organizations use to design, deliver, and manage personalized communications across various channels such as email, web, mobile, and print. It integrates data, content, and business processes to ensure consistent and targeted interactions with customers. It aims to enhance customer experience, drive operational efficiency, and achieve compliance by automating the creation and delivery of communications while maintaining brand consistency and fostering customer engagement throughout the lifecycle.

Market Dynamics:

Driver:

Increasing demand for omnichannel customer service

The market is witnessing a rising demand for omnichannel solutions, driven by the need for seamless customer interactions across multiple platforms. Businesses are increasingly adopting these platforms that integrate various channels to enhance customer satisfaction. This trend reflects a shift towards personalized, real-time communication strategies that enable companies to deliver consistent messaging and support across the entire customer journey, ultimately improving operational efficiency and fostering stronger customer relationships.

Restraint:

Complexity of integration

The integration challenge in the market is multifaceted, stemming from the need to unify diverse communication channels into a seamless platform. This complexity is compounded by the requirement to maintain consistent branding and messaging across channels while adapting content dynamically to individual customer preferences and behaviors. Furthermore, integrating solutions with existing enterprise systems adds another layer of complexity, requiring robust interoperability and data synchronization capabilities to ensure effective communication workflows.

Opportunity:

Growing importance of customer experience

Companies prioritize seamless, personalized interactions across multiple channels, enhancing satisfaction and loyalty. Advanced analytics and AI-driven insights empower businesses to anticipate customer needs, delivering timely and targeted communications. By focusing on enhancing every touch point, from initial contact to ongoing engagement, organizations leverage to foster deeper connections and achieve competitive advantage in customer-centric landscape.

Threat:

Cost of implementation

Implementing solutions often requires substantial investment in software, hardware, integration services, and training. Companies must navigate these expenses while ensuring through improved customer engagement and operational efficiency. The challenge lies in balancing these upfront costs with long-term benefits, such as streamlined communications, and potentially lower operational costs over time. This financial consideration is crucial for firms aiming to stay competitive in a digitally-driven market landscape.

Covid-19 Impact:

The market saw a significant impact from COVID-19 as businesses rapidly shifted to digital platforms for customer interactions. Demand surged for solutions enabling remote customer engagement and personalized communications, driving growth in cloud-based services. However, economic uncertainties slowed investment in traditional infrastructure. Companies focused on enhancing customer experiences through integrated omni-channel strategies to adapt to changing consumer behaviours and expectations.

The document management segment is expected to be the largest during the forecast period

The document management is expected to be the largest during the forecast period. It involves creating, distributing, and managing documents throughout their lifecycle, ensuring compliance and security. Effective document management enables personalized customer communications, improves operational efficiency, and facilitates regulatory adherence. This process streamlines workflows, enhances collaboration, and supports seamless integration with other systems, thereby optimizing customer engagement and satisfaction.

The healthcare segment is expected to have the highest CAGR during the forecast period

The healthcare segment is expected to have the highest CAGR during the forecast period enhancing patient engagement and operational efficiency through personalized communication strategies. Key functionalities include automated billing statements and personalized health education materials. These solutions integrate seamlessly with existing healthcare systems, fostering a cohesive patient experience and enabling providers to deliver timely, relevant information that supports better patient outcomes and operational effectiveness.

Region with largest share:

North America is projected to hold the largest market share during the forecast period driven by digital transformation and the need for personalized customer interactions across various industries. Major sectors leveraging solutions include banking and financial services, insurance, healthcare, telecommunications, retail, and utilities. There's a strong inclination towards cloud-based solutions, AI-driven analytics, and automation tools within platforms to enhance customer engagement and operational efficiency.

Region with highest CAGR:

Asia Pacific is projected to hold the highest CAGR over the forecast period due to increasing digitalization, adoption of omni channel communication strategies, and demand for personalized customer interactions. There's a growing emphasis on personalized customer experiences, driving the adoption of solutions that can tailor content and delivery based on customer preferences. Stringent regulations regarding data privacy and customer communication are shaping strategies in the region.

Key players in the market

Some of the key players in Customer Communication Management market include Vodafone Group Plc, Intelledox, Salesforce.com, Inc., Cognizant Technology Solutions, Xerox Corporation, SAP SE, Kofax Inc., Zoho Corporation, TransPromo Communications, Inc., Smart Communications, Ecrion Software, Fujifilm Holdings Corporation, Thunderhead, GMC Software, Oracle Corporation, Adobe Inc. and Freshworks Inc.

Key Developments:

In November 2023, Vodafone Group Plc entered a strategic partnership with Accenture to accelerate growth, improve customer service, and significantly improve the efficiency of Vodafone's operating businesses and partner markets, as well as new markets.

In February 2023, Freshworks Inc. announced that enterprises worldwide had improved customer retention by utilizing its conversational AI bots. These bots help automate communication with buyers through Instagram Messaging, WhatsApp, and Facebook Messenger.

Components Covered:

  • Service
  • Solution

Deployment Modes Covered:

  • On-Premises
  • Cloud-Based
  • Hybrid

Channels Covered:

  • Email
  • Website
  • Social Media
  • Print

Applications Covered:

  • Customer Retention
  • Multichannel Communication
  • Document Management
  • Compliance Management
  • Other Applications

End Users Covered:

  • Banking, Financial Services, and Insurance (BFSI)
  • Healthcare
  • Telecom and IT
  • Retail and eCommerce
  • Government and Public Sector
  • Other End Users

Regions Covered:

  • North America
    • US
    • Canada
    • Mexico
  • Europe
    • Germany
    • UK
    • Italy
    • France
    • Spain
    • Rest of Europe
  • Asia Pacific
    • Japan
    • China
    • India
    • Australia
    • New Zealand
    • South Korea
    • Rest of Asia Pacific
  • South America
    • Argentina
    • Brazil
    • Chile
    • Rest of South America
  • Middle East & Africa
    • Saudi Arabia
    • UAE
    • Qatar
    • South Africa
    • Rest of Middle East & Africa

What our report offers:

  • Market share assessments for the regional and country-level segments
  • Strategic recommendations for the new entrants
  • Covers Market data for the years 2022, 2023, 2024, 2026, and 2030
  • Market Trends (Drivers, Constraints, Opportunities, Threats, Challenges, Investment Opportunities, and recommendations)
  • Strategic recommendations in key business segments based on the market estimations
  • Competitive landscaping mapping the key common trends
  • Company profiling with detailed strategies, financials, and recent developments
  • Supply chain trends mapping the latest technological advancements

Free Customization Offerings:

All the customers of this report will be entitled to receive one of the following free customization options:

  • Company Profiling
    • Comprehensive profiling of additional market players (up to 3)
    • SWOT Analysis of key players (up to 3)
  • Regional Segmentation
    • Market estimations, Forecasts and CAGR of any prominent country as per the client's interest (Note: Depends on feasibility check)
  • Competitive Benchmarking
    • Benchmarking of key players based on product portfolio, geographical presence, and strategic alliances

Table of Contents

1 Executive Summary

2 Preface

  • 2.1 Abstract
  • 2.2 Stake Holders
  • 2.3 Research Scope
  • 2.4 Research Methodology
    • 2.4.1 Data Mining
    • 2.4.2 Data Analysis
    • 2.4.3 Data Validation
    • 2.4.4 Research Approach
  • 2.5 Research Sources
    • 2.5.1 Primary Research Sources
    • 2.5.2 Secondary Research Sources
    • 2.5.3 Assumptions

3 Market Trend Analysis

  • 3.1 Introduction
  • 3.2 Drivers
  • 3.3 Restraints
  • 3.4 Opportunities
  • 3.5 Threats
  • 3.6 Application Analysis
  • 3.7 End User Analysis
  • 3.8 Emerging Markets
  • 3.9 Impact of Covid-19

4 Porters Five Force Analysis

  • 4.1 Bargaining power of suppliers
  • 4.2 Bargaining power of buyers
  • 4.3 Threat of substitutes
  • 4.4 Threat of new entrants
  • 4.5 Competitive rivalry

5 Global Customer Communication Management Market, By Component

  • 5.1 Introduction
  • 5.2 Service
    • 5.2.1 Consulting
    • 5.2.2 Integration and Implementation
    • 5.2.3 Training and Support
  • 5.3 Solution
    • 5.3.1 Multi-Channel Delivery
    • 5.3.2 Document Composition
    • 5.3.3 Interactive Customer Statements

6 Global Customer Communication Management Market, By Deployment Mode

  • 6.1 Introduction
  • 6.2 On-Premises
  • 6.3 Cloud-Based
  • 6.4 Hybrid

7 Global Customer Communication Management Market, By Channel

  • 7.1 Introduction
  • 7.2 Email
  • 7.3 Website
  • 7.4 Social Media
  • 7.5 Print

8 Global Customer Communication Management Market, By Application

  • 8.1 Introduction
  • 8.2 Customer Retention
  • 8.3 Multichannel Communication
  • 8.4 Document Management
  • 8.5 Compliance Management
  • 8.6 Other Applications

9 Global Customer Communication Management Market, By End User

  • 9.1 Introduction
  • 9.2 Banking, Financial Services, and Insurance (BFSI)
  • 9.3 Healthcare
  • 9.4 Telecom and IT
  • 9.5 Retail and eCommerce
  • 9.6 Government and Public Sector
  • 9.7 Other End Users

10 Global Customer Communication Management Market, By Geography

  • 10.1 Introduction
  • 10.2 North America
    • 10.2.1 US
    • 10.2.2 Canada
    • 10.2.3 Mexico
  • 10.3 Europe
    • 10.3.1 Germany
    • 10.3.2 UK
    • 10.3.3 Italy
    • 10.3.4 France
    • 10.3.5 Spain
    • 10.3.6 Rest of Europe
  • 10.4 Asia Pacific
    • 10.4.1 Japan
    • 10.4.2 China
    • 10.4.3 India
    • 10.4.4 Australia
    • 10.4.5 New Zealand
    • 10.4.6 South Korea
    • 10.4.7 Rest of Asia Pacific
  • 10.5 South America
    • 10.5.1 Argentina
    • 10.5.2 Brazil
    • 10.5.3 Chile
    • 10.5.4 Rest of South America
  • 10.6 Middle East & Africa
    • 10.6.1 Saudi Arabia
    • 10.6.2 UAE
    • 10.6.3 Qatar
    • 10.6.4 South Africa
    • 10.6.5 Rest of Middle East & Africa

11 Key Developments

  • 11.1 Agreements, Partnerships, Collaborations and Joint Ventures
  • 11.2 Acquisitions & Mergers
  • 11.3 New Product Launch
  • 11.4 Expansions
  • 11.5 Other Key Strategies

12 Company Profiling

  • 12.1 Vodafone Group Plc
  • 12.2 Intelledox
  • 12.3 Salesforce.com, Inc.
  • 12.4 Cognizant Technology Solutions
  • 12.5 Xerox Corporation
  • 12.6 SAP SE
  • 12.7 Kofax Inc.
  • 12.8 Zoho Corporation
  • 12.9 TransPromo Communications, Inc.
  • 12.10 Smart Communications
  • 12.11 Ecrion Software
  • 12.12 Fujifilm Holdings Corporation
  • 12.13 Thunderhead
  • 12.14 GMC Software
  • 12.15 Oracle Corporation
  • 12.16 Adobe Inc.
  • 12.17 Freshworks Inc.

List of Tables

  • Table 1 Global Customer Communication Management Market Outlook, By Region (2022-2030) ($MN)
  • Table 2 Global Customer Communication Management Market Outlook, By Component (2022-2030) ($MN)
  • Table 3 Global Customer Communication Management Market Outlook, By Service (2022-2030) ($MN)
  • Table 4 Global Customer Communication Management Market Outlook, By Consulting (2022-2030) ($MN)
  • Table 5 Global Customer Communication Management Market Outlook, By Integration and Implementation (2022-2030) ($MN)
  • Table 6 Global Customer Communication Management Market Outlook, By Training and Support (2022-2030) ($MN)
  • Table 7 Global Customer Communication Management Market Outlook, By Solution (2022-2030) ($MN)
  • Table 8 Global Customer Communication Management Market Outlook, By Multi-Channel Delivery (2022-2030) ($MN)
  • Table 9 Global Customer Communication Management Market Outlook, By Document Composition (2022-2030) ($MN)
  • Table 10 Global Customer Communication Management Market Outlook, By Interactive Customer Statements (2022-2030) ($MN)
  • Table 11 Global Customer Communication Management Market Outlook, By Deployment Mode (2022-2030) ($MN)
  • Table 12 Global Customer Communication Management Market Outlook, By On-Premises (2022-2030) ($MN)
  • Table 13 Global Customer Communication Management Market Outlook, By Cloud-Based (2022-2030) ($MN)
  • Table 14 Global Customer Communication Management Market Outlook, By Hybrid (2022-2030) ($MN)
  • Table 15 Global Customer Communication Management Market Outlook, By Channel (2022-2030) ($MN)
  • Table 16 Global Customer Communication Management Market Outlook, By Email (2022-2030) ($MN)
  • Table 17 Global Customer Communication Management Market Outlook, By Website (2022-2030) ($MN)
  • Table 18 Global Customer Communication Management Market Outlook, By Social Media (2022-2030) ($MN)
  • Table 19 Global Customer Communication Management Market Outlook, By Print (2022-2030) ($MN)
  • Table 20 Global Customer Communication Management Market Outlook, By Application (2022-2030) ($MN)
  • Table 21 Global Customer Communication Management Market Outlook, By Customer Retention (2022-2030) ($MN)
  • Table 22 Global Customer Communication Management Market Outlook, By Multichannel Communication (2022-2030) ($MN)
  • Table 23 Global Customer Communication Management Market Outlook, By Document Management (2022-2030) ($MN)
  • Table 24 Global Customer Communication Management Market Outlook, By Compliance Management (2022-2030) ($MN)
  • Table 25 Global Customer Communication Management Market Outlook, By Other Applications (2022-2030) ($MN)
  • Table 26 Global Customer Communication Management Market Outlook, By End User (2022-2030) ($MN)
  • Table 27 Global Customer Communication Management Market Outlook, By Banking, Financial Services, and Insurance (BFSI) (2022-2030) ($MN)
  • Table 28 Global Customer Communication Management Market Outlook, By Healthcare (2022-2030) ($MN)
  • Table 29 Global Customer Communication Management Market Outlook, By Telecom and IT (2022-2030) ($MN)
  • Table 30 Global Customer Communication Management Market Outlook, By Retail and eCommerce (2022-2030) ($MN)
  • Table 31 Global Customer Communication Management Market Outlook, By Government and Public Sector (2022-2030) ($MN)
  • Table 32 Global Customer Communication Management Market Outlook, By Other End Users (2022-2030) ($MN)

Note: Tables for North America, Europe, APAC, South America, and Middle East & Africa Regions are also represented in the same manner as above.