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1445662

客戶資訊系統：市場佔有率分析、產業趨勢與統計、成長預測（2024-2029）

Customer Information System - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2024 - 2029)
出版日期: | 出版商: Mordor Intelligence | 英文 123 Pages | 商品交期: 2-3個工作天內

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簡介目錄

客戶資訊系統（CIS）市場規模預計到2024年為15.5億美元，預計到2029年將達到28.6億美元，在預測期內（2024-2029年）持續成長，年複合成長率為12.99%。

客戶資訊系統-市場

由於對客戶滿意度的日益關注，客戶資訊系統 (CIS) 的採用正在增加。公司正在轉向一套能夠有效地將 CRM 解決方案整合到具有使用者定義欄位的動態資料庫中的解決方案。

主要亮點

  • 企業優先考慮減少客戶回應時間，並為銷售負責人提供完整的客戶資料歷史記錄和隨附文檔，以更好地理解問題。客戶資訊系統以客戶滿意度為中心，為銷售負責人提供即時客戶資料庫資料，從而提高服務品質。 CIS 解決方案整合可以直接存取有用的客戶資訊，消除重複資料輸入的範圍，從而更快地追蹤問題和查詢。
  • 提供 CIS 解決方案的供應商當前的市場趨勢是擴大整合從添加到 CRM 軟體的文件中提取的資訊，例如公司名稱和地址、訂單號、支援問題及其解決方案等。 CIS 系統透過將這些文件與提供資料上下文的相關資訊（例如提案、合約、通訊和電子郵件）整合來幫助提供分析支援。
  • 數位技術改變了公用事業客戶與產品和服務互動的方式。您需要一個高效的解決方案和軟體包來解決此公用事業收費儀表到現金流程並啟用多個客戶端通訊管道，包括客服中心、互動式語音應答 (IVR) 等。 CIS解決方案允許企業將自己的客戶管理需求與軟體無縫整合，而不是強迫他們根據自己的軟體需求進行精簡。
  • CIS 儲存公司的個人資訊，例如銷售、客戶和企業資料資料。系統資料外洩可能會損害企業、引發訴訟，並對品牌聲譽和消費者信任造成不可挽回的傷害。因此，許多企業對於是否實施這項制度猶豫不決。資料隱私外洩的風險限制了市場的成長，並對 CIS 供應商構成了重大挑戰。
  • COVID-19 的爆發促使該地區的組織採取一切必要措施，確保員工和社區的安全。然而，在疫情期間，跨產業營運的組織仍需要尋找市場機會、完成銷售並解決客戶問題。此外，隨著在家工作的要求，公司擴大需要在這種遠距工作環境中與客戶合作，這對所研究的市場產生了積極影響。

客戶資訊系統（CIS）市場趨勢

零售業呈現顯著成長

  • 資訊系統解決方案在零售業中發揮重要作用，執行各種任務，如計劃、庫存管理、預算、維護客戶資訊、銷售目標管理、POS 交易和物流。
  • 許多公司正在開發適合各種規模組織且考慮到可負擔性的 CIS 解決方案。例如，2023 年 1 月，Info Noble 的解決方案使各種規模的組織能夠擁有一個低成本的 CRM 系統，該系統具有易於設定且易於使用的 UI。
  • 消費者資訊管理軟體分析現有和潛在客戶的資料，幫助企業更好地了解客戶並維護和發展客戶關係。為了幫助企業推動銷售並更好地了解客戶，客戶關係管理系統收集零售領域的重要聯絡資訊、個人資訊、銷售歷史記錄、客戶溝通和客戶回饋。我們收集與以下相關的資訊。
  • 許多面向消費者的公司主要專注於遵守當地隱私法，這可能會以加強其整體資料管理計畫為代價。客戶資料以及獲取和改進這些資料的過程最終將成為 B2C 公司的核心。提高客戶資料的品質和完整性使組織能夠更好地了解消費者行為，並有可能提供針對特定細分市場的新產品和服務，同時實現和維持合規性。
  • 為了將資料轉化為有意義的知識，公司需要按客戶連接不同的系統，並將資料忠誠度應用程式和相關社交媒體的資料到每個人。透過將所有可用的操作與單一消費者聯繫起來，企業可以建立全面的資料管理計劃，以涵蓋面向客戶的新見解。這將有利於零售業，並將促進 CIS 在零售業的採用。

預計北美將佔據主要佔有率

  • 北美是 CIS 軟體的主要採用者之一，被認為是公共和能源分析的主要市場之一。對創新的關注主要透過已開發國家的研發和技術進步來推動該地區的需求。
  • 此外，該地區的市場上有大量供應商。其中包括 IBM 公司、Oracle 公司、SAP SE 等。與加拿大相比，美國在需求成長方面發揮重要作用。該國的需求不斷增加，特別是來自石油和天然氣、精製和發電行業的需求。
  • 在過去的幾年裡，整合系統已經成熟到 CIS 即服務 (CaaS) 已成為現實。使用 CIS 即服務可以帶來許多直接的好處。與傳統實施相比，CaaS 的 TCO（總擁有成本）至少低 40%，營運成本為每月每公尺 1 至 2 美元，具體取決於規模和所需服務。例如，美國俄亥俄河谷的公共公用事業公司 Wipro 已採用 CaaS，並計劃以服務局的形式提供，允許其他營業單位共用基礎設施。
  • 在美國，公用事業公司重新專注於減少未計費水量，這推動了對智慧電錶的強勁需求。智慧申請和漏水檢測的進一步優勢預計將推動智慧電錶的安裝並推動所研究市場的成長。計量和新需求（例如智慧電網和智慧系統）使得 CIS 對於計量到現金 (M2C) 流程、新產品開發和供應最佳化至關重要。 CIS還可以管理AMI（進階計量基礎設施）產生的大量資料。
  • 在美國，NV Energy 是首批全臉部署 AMI 的投資者擁有的公用事業公司 (IOU) 之一，安裝了 1,310,000 個智慧電錶。根據美國能源效率經濟委員會 (ACEEE) 的說法，這是少數幾個能夠充分利用 AMI資料潛力的主要 IOU 之一。使用最廣泛的是 Bidgley 透過其企業資料分析和非行為需求端管理 (DSM) 程序進行的線上家庭能源審核。

客戶資訊系統 (CIS) 產業概述

客戶資訊系統市場是半整合的，很少有公司擁有主要的市場佔有率。擁有顯著市場佔有率的領先公司正致力於擴大跨地區的客戶群。這些公司利用策略創新和協作舉措來擴大市場佔有率並提高盈利。

2023年1月，能源公司AGL Energy（AGL）與微軟合作提供雲端基礎的資料權利資料，這將使AGL能夠根據澳洲嚴格的消費者資料權利（CDR）法律向客戶提供消費者資料權利服務。 。此舉的結果是，消費者將擁有更大的影響力，AGL 將有更多有吸引力的機會來提供獨特的客戶體驗。

2023 年 1 月，全球天然健康和鞋類公司 VIVOBAREFOOT 將受益於與歐唯特 CRM Solutions 的合作，以改善客戶服務並支持英國和國際市場的成長。根據該協議，歐唯特將與該公司合作開發多通路顧客關懷解決方案，該解決方案可以隨著品牌的發展而擴展，並繼續為消費者的詢問提供快速且有用的答案。

2022 年 12 月，Ameripro Energy Corp. 成為一家進入紐約和 PJM 市場的能源供應商，也是一家為公共和能源提供雲端基礎的客戶體驗、軟體即服務(SaaS) 解決方案的領先提供商，成為VertexOne合作夥伴。宣布與一家企業建立合作關係。 Ameripro Energy Corp. 選擇 VertexOne 的客戶資訊系統 (CIS) 平台 VXretail 來執行 EDI 交易管理，而客戶服務、申請和市場例外平台 VXexchange 將處理客戶服務。

其他福利

  • Excel 格式的市場預測 (ME) 表
  • 3 個月分析師支持

目錄

第1章簡介

  • 研究假設和市場定義
  • 調查範圍

第2章調查方法

第3章執行摘要

第4章市場洞察

  • 市場概況
  • 產業吸引力－波特五力分析
    • 供應商的議價能力
    • 買方議價能力
    • 新進入者的威脅
    • 替代品的威脅
    • 競爭公司之間敵對的強度
  • 評估 COVID-19感染疾病對產業的影響

第5章市場動態

  • 市場促進因素
    • 全球公用事業收費消耗增加
    • 新興雲端和物聯網技術
  • 市場挑戰
    • 嚴格的政府資料法規

第6章市場區隔

  • 按發展
    • 雲
    • 本地
  • 按配置
    • 解決方案
    • 服務
  • 按最終用戶
    • 使用 CRM 的最終用戶
      • BFSI
      • 零售
      • 電訊
    • 最終用戶（CIS）
      • 水和污水管理
      • 能源和公共事業
      • 其他最終用戶
  • 按地區
    • 北美洲
    • 歐洲
    • 亞太地區
    • 拉丁美洲
    • 中東和非洲

第7章 競爭形勢

  • 公司簡介
    • Oracle Corporation
    • Fluentgrid Limited
    • IBM Corporation
    • Wipro Limited
    • Cayenta CIS
    • Gentrack Group Limited
    • SAP SE
    • Itineris NV
    • Hydro Comp Enterprises Ltd
    • Open International LLC

第8章投資分析

第9章 未來展望

簡介目錄
Product Code: 71350

The Customer Information System Market size is estimated at USD 1.55 billion in 2024, and is expected to reach USD 2.86 billion by 2029, growing at a CAGR of 12.99% during the forecast period (2024-2029).

Customer Information System - Market

The growing adoption of a Customer Information System (CIS) is driven by the increasing focus on customer satisfaction. Companies are moving toward a suite of solutions that can effectively integrate CRM solutions into a dynamic database with user-defined fields.

Key Highlights

  • Companies have prioritized decreasing customer response times and providing sales personnel with a full history of the customer data and accompanying documents to help them better understand the problem. Central to the customer satisfaction theme, Customer Information Systems equip sales personnel with real-time customer database data, which leads to an enhanced quality of service. The follow-up of issues and queries becomes faster with the integration of CIS solutions as the scope of duplicate data entries is eliminated with direct access to useful customer information.
  • The current market trends of vendors offering CIS solutions can be characterized by the increasing integration of information extracted from documents added to the CRM software, including company names and addresses, order numbers, and support issues and their resolution. The CIS systems help with providing analytical support by integrating these documents with related information like proposals, contracts, correspondence, and emails that provide the context for that data.
  • Digital technology has changed the way utility customers interact with products and services. There is a need for highly efficient solutions and software packages to resolve this utility meter-to-cash utility meter-to-cash process and enable several client communications channels, including call centers, interactive voice responses (IVRs), and others. CIS solutions allow companies to seamlessly integrate their unique customer management needs with the software rather than compelling companies to streamline according to the software needs.
  • CIS stores the companies' private information, including sales, customer, and corporate intelligence data. A system data breach could be detrimental to the company, resulting in lawsuits or irrevocable harm to its brand's reputation and consumer trust. Many companies are hesitant to adopt the system as a result. The risk of data privacy violations is restricting market growth and providing a significant challenge for CIS vendors.
  • The outbreak of COVID-19 prompted organizations across the region to undertake all the necessary steps to ensure the safety of their employees and the community. However, organizations operating in multiple verticals must pursue market opportunities, close sales, and resolve customer issues despite the pandemic. Also, following the mandate of working from home, companies have increasingly been required to collaborate with their clients in this remote working environment, which has created a positive impact on the studied market.

Customer Information System (CIS) Market Trends

Retail to Witness Significant Growth

  • Information system solutions in the retail sector play a vital role and perform a variety of tasks, including planning, inventory control, budgeting, maintaining customer information and sales targets management, as well as point-of-sale transactions and logistics.
  • Many companies are developing their CIS solutions suitable for organizations of any size with a consideration of affordable pricing. For instance, in January 2023, Info Noble's solution made a CRM system at a low cost, with ease of setup, and with a user-friendly UI for organizations irrespective of their sizes.
  • Consumer information management software analyses data about existing and potential customers to help a firm better understand the client to keep and grow customer relationships. To assist businesses in driving sales and obtaining a better understanding of their customers, customer relationship management systems collect information related to contact details, personal information, sales history, customer communication, and customer feedback, which are important in the retail sector.
  • Many consumer-oriented businesses are primarily concerned with adhering to local privacy laws, which may come at the expense of enhancing their entire data management program. Customer data and the process of acquiring and improving that data are ultimately at the heart of B2C firms. Organizations may better understand consumers' behaviors and target new products and services to specific segments by enhancing the quality and completeness of their customer data, all while achieving and maintaining compliance.
  • To turn the data into meaningful knowledge, the company must link the various systems together by the customer and associate both unstructured and structured data from the loyalty app and any related social media with each individual. A business can establish a comprehensive data management program to incorporate fresh insights for its customers by tying all available actions to a single consumer, which would be beneficial for retail businesses and driving the adoption of CIS in the retail sector.

North America is Expected to Hold Major Share

  • North America is one of the major adopters of CIS software and is considered to be one of the leading markets for utility and energy analytics. A higher focus on innovations mainly drives the demand in the region through R&D and technology advancement in developed economies.
  • Moreover, the region has a strong foothold of vendors in the market. Some of them include IBM Corporation, Oracle Corporation, and SAP SE, among others. The United States plays a crucial role in increasing the demand when compared to Canada. The country has increased demand, especially from oil and gas, refining, and power generation segments.
  • Over the last few years, integrated systems have matured to the point where CIS as a Service (CaaS) has become a reality. The advantages of using CIS as a Service are varied and immediate. The TCO (total cost of ownership) for CaaS, as compared with traditional implementations, is at least 40% lower, and the run cost can be between USD 1 and USD 2 per meter per month, depending on the size and services needed. For example, Wipro, a municipally owned and operated utility in the Ohio Valley of the USA, has adopted CaaS and planning to offer it in the form of a Service Bureau that allows other water utilities to share the infrastructure.
  • In the United States, there is a huge demand for smart metering due to the renewed focus on the reduction of NRW by the utilities. The added advantages of smart billing and leak detection have spurred the installation of smart meters, which is expected to drive the growth of the studied market. With metering and newer needs (from smart grids and smart systems, etc.), CIS has become essential to the meter-to-cash (M2C) process, to the creation of new products, and to optimizing supply. Also, CIS can be able to manage the large volume of data generated by AMI (Advanced Metering Infrastructure).
  • In the United States, NV Energy was one of the first investor-owned utilities (IOUs) to fully roll out AMI with its 1,310,000 smart meter deployment. It is one of the few major IOUs working with most of AMI data's potential, according to the American Council for an Energy-Efficient Economy (ACEEE). The widest use is for online home energy audits through Bidgley's enterprise data analytics and non-behavioral demand-side management (DSM) programs.

Customer Information System (CIS) Industry Overview

The market for the customer information system is semi-consolidated, as few players own a major market share. The major players with a prominent share in the market are focusing on expanding their customer base across regions. These companies are leveraging strategic innovations and collaborative initiatives to increase their market share and increase their profitability.

In January 2023, Energy company AGL Energy (AGL) partnered with Microsoft to offer a cloud-powered data platform that enables AGL to provide Consumer Data Rights services to clients in accordance with the strict Consumer Data Rights (CDR) legislation of Australia. Consumers would have more leverage as a result of this move, and fascinating additional opportunities would arise for AGL to offer distinctive customer experiences.

In January 2023, The global natural health and footwear company VIVOBAREFOOT would benefit from a partnership with Arvato CRM Solutions that would improve customer service and support its growth in the UK and internationally. In this agreement, Arvato would collaborate with the company to develop multichannel customer care solutions that scale with the brand as it expands and continue to offer prompt, helpful responses to consumer inquiries.

In December 2022, Ameripro Energy Corp., an energy supplier entering the New York and PJM markets, and VertexOne, the leading provider of cloud-based, customer experience, software-as-a-service (SaaS) solutions for the utility and energy business, announced their partnerships. The customer information system (CIS) platform VXretail from VertexOne has been selected by Ameripro Energy Corp. to conduct EDI transaction management, while VXexchange, a platform for customer service, billing, and market exceptions, would handle customer service.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Assumptions and Market Definition
  • 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET INSIGHTS

  • 4.1 Market Overview
  • 4.2 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.2.1 Bargaining Power of Suppliers
    • 4.2.2 Bargaining Power of Buyers
    • 4.2.3 Threat of New Entrants
    • 4.2.4 Threat of Substitutes
    • 4.2.5 Intensity of Competitive Rivalry
  • 4.3 Assessment of the Impact of COVID-19 on the Industry

5 MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Growing Global Utility Consumption
    • 5.1.2 Emerging Cloud and IoT Technologies
  • 5.2 Market Challenges
    • 5.2.1 Stringent Government Data Regulations

6 MARKET SEGMENTATION

  • 6.1 By Deployment
    • 6.1.1 Cloud
    • 6.1.2 On-Premises
  • 6.2 By Component
    • 6.2.1 Solution
    • 6.2.2 Services
  • 6.3 By End-User
    • 6.3.1 End-User by CRM
      • 6.3.1.1 BFSI
      • 6.3.1.2 Retail
      • 6.3.1.3 Telecommunications
    • 6.3.2 End-User by CIS
      • 6.3.2.1 Water and Wastewater Management
      • 6.3.2.2 Energy and Utility
      • 6.3.2.3 Other End-Users
  • 6.4 By Region
    • 6.4.1 North America
    • 6.4.2 Europe
    • 6.4.3 Asia Pacific
    • 6.4.4 Latin America
    • 6.4.5 Middle East and Africa

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 Oracle Corporation
    • 7.1.2 Fluentgrid Limited
    • 7.1.3 IBM Corporation
    • 7.1.4 Wipro Limited
    • 7.1.5 Cayenta CIS
    • 7.1.6 Gentrack Group Limited
    • 7.1.7 SAP SE
    • 7.1.8 Itineris NV
    • 7.1.9 Hydro Comp Enterprises Ltd
    • 7.1.10 Open International LLC

8 INVESTMENT ANALYSIS

9 FUTURE OUTLOOK