客户通讯管理市场:现状分析与预测(2022-2030年)

由于多渠道营销的进步和客户体验管理的成熟，客户沟通管理市场预计将以 12% 左右的速度稳定增长。此外，在客户沟通管理中扩大使用移动性和分析也是推动市场增长的因素。此外，客户通信管理市场中产品发布数量的增加是促进市场增长的最突出因素之一。例如，2023年5月，Change Communication软体服务提供商Butterfly Solutions宣布推出新平台。

为了更好地了解客户沟通管理行业的市场采用情况，市场分为北美（美国、加拿大、北美其他地区）、欧洲（德国、英国、法国、西班牙、意大利、欧洲其他地区）、亚洲太平洋地区（中国、日本）、印度、亚太地区其他地区）以及世界其他地区。2021年，北美将在全球客户沟通管理市场中占据很大占有率。对个性化体验的需求、监管响应、大流行加速的数字化转型和电子商务增长是推动市场增长的一些最突出的因素。客户知道，在当今快节奏、数字化驱动的商业环境中，有效管理客户沟通对于保持竞争力、确保合规性和建立牢固的客户关係至关重要。我认识到这一点。

目录

第1章 市场简介

• 市场定义
• 主要目的
• 相关利益者
• 限制事项

第2章 调查手法或前提

• 调查流程
• 调查手法
• 受访者简介

第3章 市场摘要

第4章 摘要整理

第5章 COVID-19对客户通讯管理市场带来的影响

第6章 客户通讯管理市场收益，2020-2030年

第7章 市场洞察:各零件

• 解决方案
• 服务

第8章 市场洞察:各部署

• 内部部署
• 云端

第9章 市场洞察:各业界

• 资讯通讯技术
• 银行及金融服务
• 电子商务
• 医疗保健
• 其他

第10章 市场洞察:各地区

• 北美
  • 美国
  • 加拿大
  • 其他北美地区
• 欧洲
  • 德国
  • 英国
  • 法国
  • 义大利
  • 西班牙
  • 其他欧洲地区
• 亚太地区
  • 中国
  • 日本
  • 印度
  • 其他亚太地区
• 全球其他地区

第11章 客户通讯管理市场动态

• 推动市场要素
• 市场课题
• 影响分析

第12章 客户通讯管理市场机会

第13章 客户通讯管理市场趋势

第14章 需求面和供给面的分析

• 需求面分析
• 供给面分析

第15章 价值链分析

第16章 策略性洞察能力

第17章 竞争模式

• 竞争情形
  • 波特的五力分析

第18章 企业简介

• Adobe
• Oracle
• Open Text Corporation
• Zendesk
• Capgemini
• Newgen Software Technologies Limited
• Sefas Innovation, Inc.
• Quadient
• MESSAGEPOINT INC.
• Smart Communications

第19章 免责声明

Customer communication management is a strategic framework for organizing, managing, storing, retrieving, and enhancing inbound and outbound customer communications. Customer communication management tools use digitized applications and software solutions to localize conversations from multiple communication channels into one central space.

The Customer Communication Management Market stood at 1.9 billion in 2021 and is expected to grow at a steady rate of around 12% owing to the increasing advancement in multi-channel marketing and customer experience management. Moreover, the increasing use of mobility and analytics for customer communication management is another factor helping the market to grow. Additionally, the growing number of product launches in the customer communication management market is one of the most prominent factors contributing to the growth of the market. For instance, in May 2023, Butterflye Solutions, a services provider of change communications software, announced the launch of its new platform.

Based on component, the market is bifurcated into solutions and services. The solutions segment catered to a significant share of the market owing to the need for enhanced customer experiences, the rise of digital transformation, regulatory compliance requirements, and the importance of data-driven insights. These solutions empower businesses to effectively manage and personalize their customer communications across multiple channels, resulting in improved customer satisfaction, loyalty, and overall business success

On the basis of deployment, the market is classified into on-premises and cloud. Among these, the cloud segment is expected to grow at a substantial CAGR during the forecast period. The growing demand for cloud-deployed CCM is driven by its flexibility, accessibility, security, cost savings, and ability to support personalized customer experiences. As businesses strive to remain competitive in a digital-first world, cloud-based CCM solutions offer the necessary tools and infrastructure to effectively manage customer communications, enhance productivity, and drive customer satisfaction

By industry, the market is divided into information & communication technology, banking & financial services, e-commerce, healthcare, and others. The information & communication technology segment catered to a significant share of the global customer communication management market in 2021 majorly due to the need for effective customer communication, personalized experiences, data-driven insights, regulatory compliance, and operational efficiency. As businesses strive to deliver exceptional customer experiences in the digital age, customer communication management has emerged as a vital tool to meet these evolving demands and stay ahead in a highly competitive market

For a better understanding of the market adoption of the Customer Communication Management industry, the market is analyzed based on its worldwide presence in the countries such as North America (U.S., Canada, Rest of North America), Europe (Germany, U.K., France, Spain, Italy, Rest of Europe), Asia-Pacific (China, Japan, India, Rest of Asia-Pacific), Rest of World. North America held a significant share of the global customer communication management market in 2021. The need for personalized experiences, regulatory compliance, the digital shift accelerated by the pandemic, and the growth of e-commerce are some of the most prominent factors driving the growth of the market. Businesses recognize that effective management of customer communications is crucial for maintaining a competitive edge, ensuring compliance, and building strong customer relationships in today's fast-paced and digitally-driven business landscape

Some of the major players operating in the market include: Adobe; Oracle; Open Text Corporation; Zendesk; Capgemini; Newgen Software Technologies Limited; Sefas Innovation, Inc.; Quadient; MESSAGEPOINT INC.; and Smart Communications.

TABLE OF CONTENTS

1 MARKET INTRODUCTION

• 1.1. Market Definitions
• 1.2. Main Objective
• 1.3. Stakeholders
• 1.4. Limitation

2 RESEARCH METHODOLOGY OR ASSUMPTION

• 2.1. Research Process of the Customer Communications Management Market
• 2.2. Research Methodology of the Customer Communications Management Market
• 2.3. Respondent Profile

3 MARKET SYNOPSIS

4 EXECUTIVE SUMMARY

5 IMPACT OF COVID-19 ON THE CUSTOMER COMMUNICATIONS MANAGEMENT MARKET

6 CUSTOMER COMMUNICATIONS MANAGEMENT MARKET REVENUE, 2020-2030F

7 MARKET INSIGHTS BY COMPONENT

• 7.1. Solutions
• 7.2. Services

8 MARKET INSIGHTS BY DEPLOYMENT

• 8.1. On-Premises
• 8.2. Cloud

9 MARKET INSIGHTS BY INDUSTRY

• 9.1. Information & Communication Technology
• 9.2. Banking & Financial Services
• 9.3. E-Commerce
• 9.4. Healthcare
• 9.5. Others

10 MARKET INSIGHTS BY REGION

• 10.1. North America
  • 10.1.1. U.S.
  • 10.1.2. Canada
  • 10.1.3. Rest of North America
• 10.2. Europe
  • 10.2.1. Germany
  • 10.2.2. U.K.
  • 10.2.3. France
  • 10.2.4. Italy
  • 10.2.5. Spain
  • 10.2.6. Rest of Europe
• 10.3. Asia-Pacific
  • 10.3.1. China
  • 10.3.2. Japan
  • 10.3.3. India
  • 10.3.4. Rest of Asia-Pacific
• 10.4. Rest of World

11 CUSTOMER COMMUNICATIONS MANAGEMENT MARKET DYNAMICS

• 11.1. Market Drivers
• 11.2. Market Challenges
• 11.3. Impact Analysis

12 CUSTOMER COMMUNICATIONS MANAGEMENT MARKET OPPORTUNITIES

13 CUSTOMER COMMUNICATIONS MANAGEMENT MARKET TRENDS

14 DEMAND AND SUPPLY-SIDE ANALYSIS

• 14.1. Demand Side Analysis
• 14.2. Supply Side Analysis

15 VALUE CHAIN ANALYSIS

16 STRATEGIC INSIGHTS

17 COMPETITIVE SCENARIO

• 17.1. Competitive Landscape
  • 17.1.1. Porters Fiver Forces Analysis

18 COMPANY PROFILED

• 18.1. Adobe
• 18.2. Oracle
• 18.3. Open Text Corporation
• 18.4. Zendesk
• 18.5. Capgemini
• 18.6. Newgen Software Technologies Limited
• 18.7. Sefas Innovation, Inc.
• 18.8. Quadient
• 18.9. MESSAGEPOINT INC.
• 18.10. Smart Communications

19 DISCLAIMER