市場佔有率與預測:CRM客戶參與中心(CRM CEC)，2023～2028年，中國(雙報告綁定套裝)

市場佔有率的說明

根據 Quadrant Knowledge Solutions 的數據，預計到 2028 年，中國 CRM 客戶參與中心市場的複合年增長率將高於平均水準。

中國的 CRM 客戶參與中心 (CRM CEC) 市場正在經歷顯著成長，預計到 2028 年複合年增長率將高於平均水平。在當今競爭激烈的市場中，企業正在利用技術、流程和管理工具，透過提供一致的客戶體驗來滿足客戶的期望。公司面臨的最大課題是在所有部門提供一致水準的服務。此外，客戶對即時性、個人化關注和效率的需求也不斷增加。這是透過採用 CRM 客戶參與中心平台來解決的，該平台可以幫助企業提供主動支援並提供滿足市場變化和客戶期望的增值服務。

市場預測

根據 Quadrant Knowledge Solutions 的預測，到 2028 年，CRM 客戶互動中心市場的複合年增長率預計將高於平均水平。

中國CRM客戶互動中心市場前景廣闊，預計將持續強勁成長。 AI 驅動的聊天機器人、虛擬助理和自動化工具越來越多地整合到 CRM 客戶參與中心中。這些技術有助於提供個人化的客戶互動、自動化日常任務並分析大量數據以獲得更好的客戶參與度的見解。隨著人工智慧的不斷發展，其與 CRM 系統的整合將提高效率，並使企業能夠提供更主動和響應迅速的客戶服務。全通路客戶參與：隨著社群媒體、訊息應用程式、電子郵件和電話等溝通管道的激增，客戶期望跨多個管道進行無縫互動。 CRM 系統不斷發展以支援全通路參與，在每個接觸點提供一致、統一的互動。這種趨勢不僅涉及跨各種管道提供支持，還涉及確保跨這些管道的客戶互動和資料的統一視圖。企業正在投資技術，使他們能夠提供一致的個人化體驗，無論客戶選擇使用哪種管道。

目錄

Market Share:

第1章 摘要整理

• 主要調查結果
• 主要預測
• 主要趨勢
• 市場概要

第2章 市場概要

• 市場定義和範圍
• 影響市場的主要原因
• 促進因素與阻礙因素

第3章 市場佔有率分析

• 中國市場佔有率
• 中國市場佔有率:各業界
• 市場佔有率:媒體&娛樂
• 市場佔有率:零售
• 市場佔有率:BFSI
• 市場佔有率:旅遊、飯店
• 市場佔有率:教育
• 市場佔有率:公共部門
• 市場佔有率:醫療保健·生命科學
• 市場佔有率:汽車
• 市場佔有率:食品和飲料
• 中國市場佔有率:各部署類型
• 市場佔有率:內部部署
• 市場佔有率:雲端
• 中國市場佔有率:各客戶類型
• 市場佔有率:中小企業
• 市場佔有率:大企業
• 市場佔有率:企業

第4章 企業簡介

• 公司概要
• 分析師的觀點與分析

第5章 附錄

• 調查手法

Market Forecast:

第1章 摘要整理

• 主要調查結果
• 主要預測
• 主要趨勢
• 市場概要

第2章 市場概要

• 市場定義和範圍
• 影響市場的主要原因
• 促進因素與阻礙因素

第3章 市場預測分析

• 中國市場預測
• 中國市場預測:各業界
• 市場預測:媒體&娛樂
• 市場預測:零售
• 市場預測:BFSI
• 市場預測:旅遊&飯店
• 市場預測:教育
• 市場預測:公共部門
• 市場預測:醫療保健&生命科學
• 市場預測:汽車
• 市場預測:食品和飲料
• 中國市場預測:各部署類型
• 市場預測:內部部署
• 市場預測:雲端
• 中國市場預測:各客戶類型
• 市場預測:中小企業
• 市場預測:大企業
• 市場預測:企業

第4章 企業簡介

• 公司概要
• 分析師的觀點與分析

第5章 附錄

• 調查手法

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