2024年全球顧客關係管理的成長機會

Growth Opportunities in Global Customer Relationship Management, 2024

出版日期: 2024年09月20日 | 出版商:

Frost & Sullivan | 英文 30 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

由人工智慧和資料分析提供支援的可整合、易於使用的CRM 解決方案可提供個人化的客戶體驗

為了提供出色的客戶體驗，企業需要在所有接觸點上獲得統一的客戶視圖，這可以透過客戶關係管理（CRM）解決方案來實現。透過獲取和利用豐富的可用客戶資料，公司可以實現與客戶的互動，實現盈利、生產力更高、價值更豐富、改善體驗並建立忠誠度，並將其用於行銷和銷售措施。

Frost & Sullivan 期望人工智慧（AI）支援的CRM 系統能夠更了解客戶行為，最大限度地提高業務價值。這些系統將深入詢問社交媒體對話、物聯網連接產品以及擴增實境和虛擬實境，以獲取改進、主動預測和基於意圖的有針對性的優惠等見解。 CRM 應用程式將與相鄰的行銷、銷售、規劃和管理解決方案以及數位管道深度整合，以提供統一的客戶和使用者體驗，同時降低 IT 和供應商管理成本。本報告討論了值得注意的行業趨勢、CRM 軟體市場洞察、市場成長促進因素和限制因素、CRM 解決方案供應商的重點以及成長機會。

除非另有說明，本評論中表達的觀點均為 Frost & Sullivan 的觀點，並透過研究、訪談和分析得出。 Frost & Sullivan 擁有一支由分析師和顧問組成的全球團隊，他們不斷研究跨多個行業和地區的廣泛市場。作為這項持續研究的一部分，確定了真正的行業領導者並提供稱為 GIL（成長、創新、領導力）的最佳實踐的公司。這些公司具有前瞻性思維和創新能力，可以在未來需求成為主流之前滿足其需求，通常是第一個將新解決方案推向市場的人。這些服務和解決方案提供者致力於以最優惠的價格提供最好的產品，以最大限度地提高客戶價值和客戶體驗，並以此成為各自行業的成長領導者。

To deliver excellent customer experience, organizations require a single view of customers across all touchpoints, which they can achieve through customer relationship management (CRM) solutions. Businesses aim to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing, and loyalty-building interactions with their customers and apply them in their marketing and sales initiatives.

Frost & Sullivan expects artificial intelligence (AI)-driven CRM systems to capture more customer actions to maximize business value. These systems will deeply mine social media conversations, Internet of Things-connected products, and augmented and virtual reality for insights, including improvements and anticipatory, intent-based, targeted offers. CRM applications will become deeply integrated with adjacent marketing, sales, planning, and management solutions as well as with digital channels to provide a unified customer and user experience at lower IT and vendor management costs. This report discusses notable industry trends, insights into the CRM software market, industry growth drivers and restraints, CRM solution vendors' focus, and growth opportunities.

Unless otherwise noted, the opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research, interviews, and analysis. Frost & Sullivan has a global team of analysts and consultants who continuously research a wide range of markets across multiple sectors and geographies. As part of this ongoing research, we identify companies that are true industry leaders, delivering best practices in what we term growth, innovation, and leadership (GIL). These companies have a keen eye on the future and drive innovation that meets upcoming needs before they become commonly visible. They are often the first to market with new solutions. These service and solution providers focus on delivering the best products at optimal prices to maximize customer value and CX, and by doing so, are growth leaders in their respective industries.

Strategic Imperatives

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The Strategic Imperative 8™
The Impact of the Top Three Strategic Imperatives on the Global Customer Relationship Management Industry
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